Rawlinson, Bury St Edmunds Reviews Summary

Customer Service

Pros:

• "The customer service was outstanding and everyone one I dealt with went out of there way to make sure I was happy with the service they provided from start to finish."
• "James our sales executive was extremely efficient, he kept us up to date every step of the way, with regular phone calls and emails."
• "Fantastic staff, friendly and welcoming."
• "James, and his team, really made the whole experience from start to finish so stress free."
• "The member of staff I spoke to was really helpful, knowledgable and reasuring."
• "Good reception at the service desk, friendly. Punctual and the service completed on time."
• "Jenna Thomson has helped us with the leasing of several cars now, both new and second hand, and provides a wonderful service."

Cons:

• "I had to call and ask each time but the team never knew what was happening."
• "Visited to view a new car with probable purchase. Was in the showroom for 15 minutes viewing a new car on display. No one approached me."
• "I wasn't given updates about my car either time I took it in."
• "I then emailed again no response and then emailed again and copied in the aftersales manager still no response."
• "Awful dealership. Stood standing waiting while 9 employees ignored me."
• "Absolutely appalling service."
• "Absolutely useless. Unhelpful ignorant buggers."

Staff Knowledge & Professionalism

Pros:

• "Fantastic experience from this gentleman. He appears to be very knowledgeable with his work."
• "Phil was extremely helpful, knowledgeable and patient."
• "James has been brilliant - knowledgeable, helpful, courteous at all times."
• "Excellent service from James. He is a real pleasure to deal with, polite, friendly & knowledgeable."
• "Philip the salesman was very helpful, knowledgeable and friendly making the whole experience from the test drive to picking up the Clio stress free and straight forward."
• "James was very helpful and knowledgeable about the car we were considering buying."
• "Technically excellent found a blown fuse to charging socket on routine service, so very impressed."

Cons:

• "Under no circumstances purchase a car with this business."
• "Will definitely not be recommending these to anyone."
• "You quoted us £275 to fit a new battery for our Duster AV17WCK we refused because of price, we went to Halfords and got the same spec battery for £165 fitted."
• "Manager very chatty and the beginning then obviously lost the art of talking."
• "Very Poor - If I could give a rating of 0 I would."
• "Dire company who I honestly could not recommend. Service cost advertised at from £179. Was quoted £600 on the telephone which was then reduced to £279 as brake fluid change needed to be added to service."
• "technically inept! I had a problem with the stability light which stopped the 4wd working they said it was the steering wheel sensor, £400."

Communication & Updates

Pros:

• "Kept us updated throughout the whole process."
• "Was always available if I ever needed to contact him and ways kept me updated."
• "James made us feel comfortable and made us aware that if we needed any further information, he would be available to help."
• "After placing the order she gave us regular updates with the progress of our order."
• "He kept me updated with regular emails."
• "Big thanks to Jenna she was really helpful and supplied me with all the information to choose a car, and kept me updated through the whole process."
• "James was brilliant from the minute I phoned and explained my situation, he immediately helped and 3 hours later I was on my way there to make a deposit."

Cons:

• "I just call for changing my pressure sensors for 2 front wheels, SERVICE ONLY (as I have buying by myself the new sensors ) and they ask me for 230 £ charge !!!!!!."
• "So I guess the apology they left me for my original review below was just utter nonsense then!"
• "UPDATE: 5o 5 years on and after multiple attempts to get all my data deleted and still getting texts from this dealership."
• "Was sent a message from Rawlinson saying my vehicle was due service... Received call from dealer just before 1100 saying why was vehicle in for service as not due for another year or 8000 miles."
• "I noticed an error on my car service invoice and was not offered a refund."
• "Unfortunately the invoice issue overshadowed any discussion over the outstanding faults as had to be somewhere else and had been told earlier the car was fixed."
• "One time I called and was told it was ready to collect but when I showed up the car had not had any work done to it and looked in a worse condition than before I dropped it off."

Quality of Service

Pros:

• "The whole process from start to finish was straight forward with the help of Phillip Love."
• "A first class service where we were guided throughout the selection process without feeling 'pressurized'."
• "Cannot recommend this garage enough. 1st class customer service, 1st class product knowledge and they really went out of their way to help us... We will now be taking delivery of a Renault megane e tech on 6th March."
• "This was by far one of the most pleasant, simple and enjoyable experiences I have ever had whilst purchasing a car."
• "The whole process was smooth and professional."
• "We had superb service from Rawlinsons and were looked after exceptionally well by James and Marcus."
• "The service from the staff was excellent and the purchase and trade in went smoothly."

Cons:

• "I was surprised that there was not cover for such an eventuality. Otherwise as excellent as ever."
• "Good job I read the small print in the email document. £750 excess if I damage it, and £1.50 + vat per Lt for fuel used."
• "Under no circumstances purchase a car with this business. The after care is terrible and the business seriously lacks integrity."
• "I've had a recurring problem with 'Anti Pollution Warning System' and 'Check Stop Start' messages, and warning lights on the dashboard, since last year."
• "On taking my van to have the air con looked at under warranty, I was then told the next available appointment was 5 weeks later."
• "They had done a full valet which was absolutely disgraceful marks on bonnet not hovered in cabin or boot properly and none of the sills done at all."
• "Asked 3 times for a price for air con regas before they done it only to be told when I picked it up then gone and done it anyway."