Haynes Ford, Maidstone Reviews Summary

Customer Service

Pros:

• "Both our cars are serviced by Haynes delighted and very pleased with the service received I'm a retired transport manager just wish my trucks had such a good customer friendly service."
• "Matthew Causer was absolutely brilliant."
• "The service desk was helpful, patient and professional throughout."
• "The service guys at the front desk are friendly and useful."
• "Put my car in today for MOT received a great service from Ricky on the service desk."
• "Just brought my second used van from Haynes and again the service I received was superb from everyone involved."
• "Very professional, very accommodating service."

Cons:

• "I would give zero stars if I could! Haynes couldn't have been less helpful, and were so rude."
• "WOULD NOT RECOMMEND!!!! My brand new car was faulty and they reluctantly looked at it several times, did not fix the issue."
• "Absolutely appalling customer service."
• "Absolutely awful - terrible service - wouldn't even give one star."
• "Not the place to go never will return! Been in the trade for a while never seen such bad customer service."
• "Do you want really bad customer service? Do you want to be kept waiting for days without a car, for work to be done without being kept informed about the delays?"
• "Appalling customer service."

Facilities and Accessibility

Pros:

• "Visited today, very good Social Distancing / Covid preparedness."
• "It appears they even gave my car a clean (exterior)."
• "Helpful and polite Service staff. Offered courtesy care."

Cons:

• "Van booked in for service. Arrived to find nowhere to park so temporarily pulled up in the car wash area to be immediately pounced on by some burly oppo demanding I move it."
• "also refused toilet after 1 hour drive to them at 8 am, refused use of chair after been walking and standing for 4 hours!!!"
• "Parking for a HGV not good. Usual struggle getting in or turning around with a 26ton lorry when collecting from the body shop."

Communication

Pros:

• "Good comms and whole process was very easy!"
• "A very quick turn round from purchase to delivery. Communication was excellent."

Cons:

• "There was no real explanation from Haynes as to why it had suddenly taken longer to fix."
• "They are so hard to get hold of when wanting updates or just trying to get through to service department."
• "Work is good..... but I have tried 3 days now to call and ask about a part and when it will be delivered ... get passed to several different people."
• "Can never get through on the phone."
• "Yesterday waited 20 mins on hold, nobody answered."
• "Haynes cant even pick up the phone and communicate with customers."

Quality of Work

Pros:

• "Car was fixed by the Haynes Accident Repair Centre in Maidstone 'very well and was washed' when collected by me."
• "1st time I have dealt with this Ford dealer for years but what a pleasant surprise great enthusiastic staff all work carried out to a satisfied standard no arguments over warranty claims just sorted out."
• "Vehicle now has a new engine and is running like a dream! Would highly recommend Haynes to anyone and we'll certainly be giving them all or future business."
• "Had some major work done to my car here, the repair itself was first class and car came back with no issues."
• "We had 3 months warranty with the van which we used to have a premature failure of an injector repaired. This was swapped out in good time and all was well."
• "CLUTCH - needed a clutch/cylinder replacement for a ford focus eco boost (2013). Paid £629, £150 cheaper than Mr clutch, £500 cheaper than Invicta Ford (Ashford)."