Barnard and Brough Nissan - Haywards Heath Reviews Summary

Customer Service

Pros:

• "Excellent customer service from Andrew Coulson and team at Barnard and Brough - he never tired of my endless questions and responded swiftly to ensure I had peace of mind in purchasing my new vehicle."
• "Neil Blanchard from Sales was very helpful throughout the process of purchasing the car."
• "Received first class service from a thoroughly professional dealership. Serviced and cleaned. Resolved problem under warranty without fuss."
• "Good friendly service. Simone very efficient and helpful."
• "We were regularly updated and informed throughout the process by email, phone and the videos are a nice touch too!"
• "Fantastic friendly and helpful service from Andrew Caulson. Would highly recommend B&B, really welcoming, no pressure and always available to answer questions- even responding to emails in evenings and weekends!"
• "Great customer service from Neil and other colleagues when needed. Made the whole process stress free and checked up on how the car was getting on after had taken it home a couple of weeks later. Highly recommend."

Cons:

• "Rude and snotty service booking staff, the service representatives lack organisational skills and any form of polite manner to the customer."
• "I had a bad experience where Daniel from the service team was not at all helpful and it was quite disappointing."
• "When we took our Nissan in to Barnard and Brough for an airbag recall, there were two people on the service reception. Neither acknowledged our presence."
• "Having spoken to the service manager directly and contacted the dealership manager by email, it is clear that nobody at Barnard and Brough could care less."
• "Shocking service and very poor staff attitude, a great garage if you like argumentative staff and management."
• "Extremely unhelpful and unwilling to help out an elderly person with a airbag recall from Nissan."
• "Without a doubt the worst customer service from any car dealer I've come across in 25 years of being in the motor trade."

Vehicle Purchase & Trade-In

Pros:

• "I part exchanged my car and bought a new one, Neil Blanchard was fantastic, he answered all my questions and queries that I had, and helped me with all the paperwork."
• "Neil was excellent, he completed all the paperwork from start to end and made the whole process stress-free and trouble-free for me!"
• "Lee was really friendly and informative, taking us through all the options and how the costs would break down."
• "We are delighted with our new Leaf!"
• "We are very happy with the car we chose and very happy with the excellent service received."
• "We found our search for our next car was made very easy with the help from James Poplett."
• "Absolutely pressure-free sale experience, and I'd recommend buying from them."

Cons:

• "Worst vehicle dealership that I have ever used."
• "Can even do a 3 point turn full lock without the wheels/tyres jolting, humming sound when foot is on the gas, we bought this car in a hurry and I feel we've been a little done over with it."
• "Do not recommend this place, this model, or these dealers at all!!"
• "Quite the very worst service possible, staff are quite happy to tell bare faced lies, nearly new car purchased for full asking price, but upon collection car had not been prepared, filthy with spills all over leather upholstery."
• "On the car sale side this dealer is good / friendly - and why not - they want to sell a car. However, the service reception personnel and managers are grim and dire!"
• "Just one criticism, when your spending a large sum on a vehicle, it should be immaculate, there was marks on the car I feel should have been polished out."
• "First time I bought a Nissan (leaf). But I'm very disappointed this branch service. Very unhelpful staff."

Communication & Follow-Up

Pros:

• "Andy kept us informed as the car proceeded through the ordering and build process."
• "He’s even sent a message since having the car to check everything is okay and I’m liking it."
• "We were kept informed throughout the waiting process for the car to arrive."
• "We were regularly updated and informed throughout the process by email, phone and the videos are a nice touch too!"
• "Special thanks to James for his technical assistance and Lauren for service with a smile :)"
• "He promised that if any issues come post handover he would be happy to have us back and take care of it."
• "Andrew looked after us throughout and talked through setting up the vehicle (sat nav/phone) and made sure we were happy."

Cons:

• "Up until last year we received no communications or reminders on this service plan which was frustrating."
• "Contacted them about used car and requested valuation on ours, very quick response email stating I would be contacted ASAP. Next morning no contact from them."
• "Contacted through chat today to ask whether there was a customer event planned for the e power model... After all the questions he could not say whether an event would take place. In fact, appeared confused that a new model launch was underway. I gave up. Hopeless !"
• "I thought we made an agreement over the phone for a free car health check ahead of a full service. But when my wife dropped off the car, they changed the terms."
• "Neither acknowledged our presence, neither said good morning and finally thrust a piece of paper at us to sign with no grace at all."
• "Told me he was sick of hearing from me when I enquired stating he would not make enough money as I was a cash buyer."
• "Let’s just hope nothing else goes wrong with my car as I will definitely have a fight on my hands Trying to get them to help me."

Service & Maintenance

Pros:

• "In our trade we have to use main agents on a regular occurrence and with varying degrees of satisfaction. I can hand on heart say these guys are by far the best I have dealt with."
• "Received first class service from a thoroughly professional dealership. Serviced and cleaned. Resolved problem under warranty without fuss."
• "Over the last 5 years I've bought two cars here and have them serviced here, too. The staff are always knowledgeable and polite."
• "Booked in for MOT & checkup. Very helpful and knowledgeable lady (Simone) on the desk who booked the appointment, then when the time was due messaged as a reminder and ensured my wait was as pleasant as possible."
• "The service team are friendly, courteous and happy to assist, providing a walk through of all the documentation and work completed."
• "Repairs all completed satisfactorily and they threw in a bit of touch-up work!"
• "Nissan service center the staff are amazing fantastic service and to detail with coffee available very friendly atmosphere always one step ahead to advice you on updates ect thank you to all staff there 👍 well done."

Cons:

• "It's £130 an hour for a mechanic to look at your car and even after spending a substantial amount on service & mot it's still too much to ask for a smile, a hello or help carrying heavy items to/from car."
• "We have had nothing but issues of one description or another every time our vehicle has been to them."
• "Having taken our vehicle to Barnard and Brough as part of the recent airbag recall we were advised that the near side front lower arm ball joint needed replacing... Once received back the vehicle was pulling to the left."
• "That said the (second) battery continued to cause us problems until late 2022 when we eventually had it replaced by an RAC supplied one."
• "We bought a Nissan juke a while ago and it's been the most unreliable, under performing, let down of a car."
• "Bought a Nissan car from this dealership... But when things go wrong they don’t want to know you."
• "We are so happy with our new car and got a fantastic deal."