Toomey Motor Group - Toomey Nissan Basildon Avis 

I was left with a broken Nissan Juke because the extended warranty company wrongfully accused me of using the car for 'hire and reward'.

The car in question was a 1.0 N-Connecta. During late Summer, my partner had dropped me off at Gatwick airport. On the return journey, the thermostat housing failed causing catastrophic engine damage.

Roll on a few days, and after paying £174 for a diagnostic (that the Nissan RAC breakdown staff member had pretty much carried out on the hard shoulder of the M25), Toomey Nissan quoted £14,337.64 - 'New engine required (all parts necessary). No detailed report or costings, just that.

The extended warranty company Car Care Plan did everything NOT to pay out on the alleged £15k of work required, firstly accusing me of using the car as a taxi, due to some airport parking receipts in the centre console?! Oh, and I had to ring them to find out why they had a) decided not cover the work and b) discover that the warranty had been suspended for something not even described in their early suspension clause!????

After carrying out significant research, the 1.0 petrol engine and the larger 1.3 variant (used in the Juke and Qashqai respectively, as well as Renault and Dacia models), it is a common fault that the thermostat housing does indeed fail and in many cases cause massive damage to the engines, particularly in the 2019-2020 years, some with relatively few miles on the clock.

There is even a Nissan internal technical bulletin on some user groups and forums with the affected chassis numbers, so why are Toomey and Nissan UK seemingly oblivious to doing a recall? Check some of the forum posts and owners groups on social media; there have been a huge amount of people whose vehicles suffered the same fate as ours.

In the meantime, I have had no choice, but to have the car repaired at our own expense by a well-regarded local garage. They even loaned us a vehicle to help us out (at cost to us, but still it helps).

In the meantime, we have had no detailed report on the breakdown or how the costs of the replacement engine amounted to £15k. It's been a week since sending the email for this, and nothing has come back.

Toomey and Nissan UK: don’t sell vehicles that have defective components and expect the public to pay for something that is not fit for purpose and of satisfactory quality.

I have NEVER had a vehicle break down as badly as this AND leave my partner and eight-year-old son on the hard shoulder of the M25 during rush hour.

The worst customer service I have ever received, and without a doubt, the most unreliable car I've ever owned.

I had a fault on my car. Not with nissan but they very kindly took my car in, and got it fixed very quickly. Hollie was very accommodating made sure I was fully informed of how it all worked and made sure i was happy before leaving. The technician Freddie got the work done quickly. The who environment at nissan was very welcoming

Very good service at mg thank you Mia and Ellie

I have a little juke that I love and the service advisor Holly was amazing and took care of my car fantastically and made sure it came back clean! She was polite and helpful. I will never go any where else for my servicing

My trust has been restored in main dealer garages. Girls on the desk are really helpful and got my car back to me really quickly. Whilst my car was in for repair I got a nice video of the vehicle and hollie advised a service was due, appreciated the honest advise and I went ahead. Will be back in the future. Would recommend anyone to Nissan Basildon.

I had my car serviced here for the first time having previously swerved dealers.
I can honestly say the lady is spoke too, (im sure her name was Francies) was incredibly professional and explained everything in detail.
Thank you for being so helpful

Not a very confident person when It comes to car issues, however I was met by Francis and she was ever so helpful and made me feel at ease.
She got my car booked in and helped me through the process. No questions was left unanswered.
Thanks again for your help Francis such a professional lovely lady.

France’s was the one who dealt with my query, I have to say she was amazing top form and very professional and was able to help with my situation.

Thank you Frances and keep going.

Excellent fast easy and friendly service. Comms was clear and honest.

Excellent service again this morning big thank you to Francis for keeping me informed and the welcome

I dealt with Frances at the service desk, she was really helpful and got me a diagnostics appointment (and an air-con recharge) for the next day.
The service team were quick and provided a comprehensive video report.
Frances then went out of her way to liaise with the service team to find the right solution.
(The car now also has super chilly A/C❄️🙂)

Just had my car serviced, hollie was amazing and friendly, gave me a courtesy car whilst being completed and would highly recommend

Very quick efficient service. Frances was very friendly and made everything very straightforward.

Yesterday, I had an appointment at Toomey’s Nissan Basildon, in order to have my Juke serviced. Unfortunately, I was nearly 2 hours late due to a major accident on the A13 but when I arrived at the site, the staff was so kind and helpful. I thought they might say I couldn’t now have my car serviced but there was not one issue and my car was serviced while I waited .One lady, I believe her name was Francis, poured me a coffee and took it over to my table for me. My car was serviced, cleaned and driven back to me as I was feeling unwell. Everything about my visit was special and I would absolutely recommend this company to anyone. Thank you so much. I really appreciated your help.

Haven’t had such a Pleasant experience in a long time, once I arrived I was greeted by the lovely Frances, she helped and guided me through the whole process, and kept me updated, I would highly recommend Frances to anyone who comes into Nissan, thank you

My first time coming to a main dealership and I can honestly say I was instantly put at ease by the service team. Hollie was fantastic and put all my worries at ease. Truly fantastic service.

Having worked in the motor industry for over 40 years I know what makes a good service advisor from book in the car on the phone to booking in on the day I was very impressed with the service I received car ready on time and cleaned . Frances Brooks was very good and if I was still working I would have loved her to be a part of my service team 👍

Paul Spencer at Nissan was very helpful and there every step of the way with mobility service was outstanding always there to help you if you had questions and always there to make you a cup of tea so thank you so much Paul

Great customer service given by Paige, we're really happy with our new Juke mobility car, made it all very easy and straight forward for us, would highly recommend Toomey's Nissan Basildon.. also would like to thank all the staff for helping me look after my partner who was feeling under the weather whilst we was their today, you was caring, kind and patient with us.. all in all we are very happy customers..

Thank you to both hollie and Frances for there excellent customer service