Review Time
My wife and I have had the worst customer service. The service manager "David" was rude to myself and my wife. Laughed when I told him my wife needed her car back as she worked in a special needs school and then claimed he had a cold when I called him on it. I asked multiple times for his bosses phone number and he hung up the phone on me. My wife's first interaction with him left her scared and I had to go in and pick her car up for her. As long as they employ this man go elsewhereI am still waiting for a formal investigation but as David said on the call to me there was no issue with his behaviour and it was my wife rather than him and has still not fully apologozed to me or the woman he intimidated.This man has been with the business for a month, either he needs to go on a course to deal with the public or removed. I guarantee this will happen again.I have raised a formal complaint which I am still waiting on hearing back on.
Nissan recalled my Ariya Evolve Eforce and despite me explaining that I needed advice about when it would be ready to pick because I needed to arrange a lift or taxi to get the Watford Glun Hopkins branch to pick it up as I was 30 mikes away I had to call repeatedly to ask when it would be ready. My calls were largely ignored, not responded to and on one occasion the call center handler just hung up on me. How difficult is it say, yep it's ready, or will be ready at xxxx? Not good enough, disrespectful and ignorant.
Complete and utter first service disaster. The sales department were pretty bad but the service department really takes the biscuit. Please let me explain my 'experience' this morning... Arrived (I'm disabled). I was 'greeted' (no welcome or smile, nothing) by Zuzanna(e?), and I explained that when I checked in my car I had made some notes online about two potentially serious defects and could they please be looked at. She then proceeded to belittle me, sternly (like a really spoilt, hungover teenager) stating "you car isn't booked in for this work, so we won't be able to look at it", I said "I do appreciate it isn't, but I was asked if there were any defects when checking in my car (initially and online) and I was just politely pointing out that these defects are potentially serious". Zuzanna genuinely, wholeheartedly hates her job, or appears to. She actually has disdain for customers in general, probably. Then.....I was the abruptly told by Zuzanna that "I did not book any courtesy car in", I said that "I definitely did have a courtesy car booked", she looked at me hatefully (properly, deeply hatefully) and, just when I thought things couldn't get any worse I was approached by the service manager who must've proudly trained Zuzanna because he very rudely said "you were definitely told to bring an insurance cover note with you when you booked the vehicle in for service and we cannot and WILL NOT be able to give you a courtesy car without a car insurance cover note *under ANY circumstances*". I calmly explained that "perhaps it's because I'm a Motorbility customer, but I can assure you that I was definitely NEVER asked to bring in any cover note at ANY point". He then called me rude (and essentially; a liar) and when I asked for the manager he said "we don't have any manager" and I said "so you're the top of the line are you?". He called me rude and I then politely called him rude. He then disappeared... What a great way to greet your customer (not). So so poor. He's got a real chip on his shoulders. I then inconveniently phoned my insurance company who immediately said that "the dealer is talking complete nonsense (especially the so-called service manager), because they don't issue cover notes and haven't for quite some time". I gave the guy behind the desk my phone, he spoke with my insurance company and AMAZINGLY, SUDDENLY, no insurance cover note was now required.Ultimately, that service manager needs to immediately wind his neck in significantly and just try treating his customers with some dignity and respect - something he obviously has forgotten to do for a long, long time.There was one nice lady there who did genuinely try some damage control (and to be honest the young man also kept his cool), by saying *she can't understand why I have received such bad service and I was correct about the cover note". She's the only hope they have! She knew MORE than her manager! This entire dealership has a terrible rating for VERY good reasons. Please, don't go here unless you REALLY have to.I am now definitely getting rid of my Nissan a few years earlier than planned - the dealers; especially Glynn Hopkin, Ilford - haven't a clue about even basic customer care, service and, most importantly, honesty. They're truly a disaster and Nissan should take away their franchise because they're helping to destroy the brand. They are a disgrace! What an experience they've given me. ZERO STARS! Please BEWARE this dealership!
AVOID these clowns - Glyn Hopkin and Nissan UKI just cancelled a ?42.5k order a few days ago with Glyn Hopkins Nissan Bedford branch, after the worst customer service from the sales person, whom was rude. My complaint to his manager was given short shrift and I was then ignored for weeks. I escalated again, via the Glyn Hopkin website after 3 weeks, and it only allows you to continue if you select the branch you have an issue with, meaning that the complaint goes to the branch you are complaining about. I wrote to Nissan UK, and did not get a response. The assistant dealership manager on the MG side, filling in, thought it best to deny my complaint, saying they had known the salesman for 18 months and he wouldn't have meant it like that. Thanks for nothing.I was told to go back to the person who had ignored me and that I should be positive, as the assistant manager was going on holiday in 2 days. I said that was untenable for me, and I would not deal with him. I then wrote to the assistant manager offering two solutions: one that they transfer the entire order to another dealership outside of the Glyn Hopkin group, or, reduce the upfront price by ?1,500.However, immediately after sending the offer I felt sick to my stomach that I would have to continue with this dealership and the AWFUL customer service of Nissan UK, who did not respond to my complaint at all. Within 10 minutes of sending that offer I wrote back apologising and stated I could not stomach anything further at all, and to cancel the order. This was to the assistant manager. Guess who responded - the chap I wouldn't deal with, whom had ignored me for a month, and he seemed very happy to confirm the cancellation of the order. I had also written very personal health related information to the Assistant Manager, whom just sent it back to the person I was complaining about without my permission. Completely inappropriate. Despite waiting for the opportunity for the car on the Motability programme for 2 years, and waiting for the order process on top of that, and desperately needing the vehicle I chose, I cannot pay people whom are disrespectful and rude, not at all genuine, and they appear to prefer to lose a customer and make a detractor instead of simply being polite and servicing the after sale relationship. It was, however, acknowledged by the assistant manager that it had been poor. Still, they then show you exactly how much they do not care about your or your custom. Nissan UK, here on Trustpilot, have 83% of all respondents giving them a 1 star review. Read them, there is no support from them at all when things go wrong, leaving dealers like Glyn Hopkin to offer an equally low customer experience in the sales and service pathway, without fear of recourse from Nissan. Glyn Hopkin's reviews are equally poor when you read them, and if you are thinking of putting your money with either, buckle up and you won't enjoy the ride. Spend your hard-earned money elsewhere. Oh, and Paul Sozzi - Experience Director on the Glyn Hopkin board - why do you have so much time to thank those giving you a positive review, and you simply offer an email address to the bad reviews. Do you not have a duty as a director under the Companies Act 2006 to ensure that the profits and reputation of the company are safeguarded by your deeds and not ruined by them! You made 10 million between 2018 and 2022, despite covid, and despite treating customers like rubbish. Well done - do the other board members also overlook the obvious issues? Did you pull out of Cambridge (whilst nearly every other company is investing there) because the Cambridge people would not accept your BS? The people of Bedford and the South-East of England should not have to deal with it, either! Finally, after waiting since December, the car was finally somewhere in the UK and almost here; but the customer relations and service are so bad that I just can't invest in and look down at that Nissan badge knowing I will be on my own if something goes wrong.
It all began very positively eg helpful salesman and good communication up until after we collected the car. From then onwards, it went downhill in terms of their aftercare service.Within a few days of having the car it developed 2 faults. When we checked the MOT status online we discovered it had failed the initial MOT carried out at GH just before we collected it, due to the same fault which had flagged up for us. Anyway, to cut a long story short, we were told it could take approx 3 weeks to fix the faults which left us without a vehicle. No apologies and no offer of a courtesy car. When we told them we were rejecting the car they refused to accept our decision and told us we HAD to give them a chance to put it right. They were not interested in our point of view or in coming to a mutual agreement about the situation. The case is now resolved, but we would NEVER use or recommend GH ever again.
We bought our new MG4 Trophy here. The sales experience was quite good. However, we have had problems with the headlights when driving at night. The low beam and high beam on the right hand side did not meet up, so there was a black patch of unlit road which was quite dangerous.We eventually managed to get booked in to have it looked at. They kept the car for a day but said nothing was wrong. Despite my string protestations, the service manager Phillipa Brown said the black patch was perfectly normal and all their MG4 cars had this problem. The service technician said he could not adjust the low beam any higher and that it was impossible to adjust the height of the main beam.We left very dissatisfied and did some research online. We found a link to a forum where many MG4 drivers had the same problem, but found that the lights are in fact easily adjustableUnfortunately Trust Pilot does not allow links in reviews, but you can do a Google search for MG4 headlamp problems and you will find it. Using the information posted on the forum we have been able to fix the dangerous fault with the car Glynn Hopkin sold us but were unable to fix.I seriously question the competence of their staff.I will not be giving them my custom in future.
Absolutely useless... I bought a car from Glyn Hopkin Fiat in Cambridge a year ago, was offered a service plan which I went ahead with as was told that my services would be carried out in Cambridge which is convenient for me. Just to be contacted a year later and told that my services can't be carried out in Cambridge under the plan and my nearest garage would be about 50min away from me which is ridiculous. Turns out that the branch has closed down in Cambridge and nobody wanted to let the customers know! Fiat is telling me to contact Glyn Hopkin, Glyn Hopkin is saying they can't do anything and I should speak to Fiat! Absolute joke... All I want to do is cancel the plan but apparently I am not allowed as the cancellation period is only 14 days from purchase... but how does this make sense when it's not my fault that their branch has shut down and I can't be driving hours away just to get my car serviced. Really not on... avoid at all costs!
My original review was 5 stars but the Cambridge branch closed within weeks of getting the car, I wrote to the CEO but never got a response. MG have dropped Glyn Hopkins and I'm not surprised. Car hadn't been prepped properly for use. Totally let down.
Went into Glyn Hopkin Nissan in Chelmsford on Thursday, salesman was pretty underwhelming. Booked a test drive for the Saturday. He said he would email me with information later on the Thursday. No email so no intention of turning up for the test drive. Really poor customer care.
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