At the end of March this year I replaced my car. A ten year old Avensis with a one year old, from Marshalls Toyota, Peterborough (website I think). This is the fourth car I've bought there. Previously I've been reasonably happy with the sales side. This is my buying experience this time.

The first visit was mid week, week beginning 23 March 09. We were greeted by the Franchise manager and handed off to a salesman. We'd two cars to part exchange, my Toyota Avensis, my wifes Toyota Corolla. We were given a price on these two (usual low figures from a garage, to be expected) and offered their one and only 'nearly new' Avensis, a diesel, currently being used by one of the Marshall employees. 8000 miles on the clock and due for 'selling on'. When I asked if we had access to nearly new Toyotas in other UK Toyota garages I was given a line about the other garages not wanting to do this for some reason, basically no, he couldn't get me one of them! I.e. this diesel was the only nearly new Avensis he was offer me. Having had a diesel before I wasn't all that bothered (diesel vs petrol that is), neither was my wife so we asked for a full quote against this. He duly went away (consulted with his boss?) and came back with a printed offer for us. I wasn't too happy with the price and prepared to get up and walk out with it to talk it over. Then came the line "What do we have to do to get you to sign now?" I looked at the numbers and wrote on that paper the changes I wanted.

1.  A full years road tax (145) and 
2. a full tank of diesel, then
3.the bottom line changing from (I think the number was)
11,350 to 11,000. I have to say I think, since I never saw that piece
of paper again despite asking for a copy! 

Either way, I wanted three changes making. Again the salesman wandered off and presumably sought permission, then came back and agreed, so we shook hands on the deal. I wasn't feeling very well and asked if we could fill in the paperwork when I came back to pick up the car, the following Tuesday. He asked about insurance and offered a quicky weeks insurance (via Norwich Insurance) for free, meant for this sort of circumstance. I agreed and he said he'd email me with the details. Off we went, reasonably satisfied. We'd signed up for two 'extras'. One some form of bodywork and seatcover protection called 'SmartGuard', which even Google has a hard time finding! £300. We agreed since we take two children under five in the car and the seats could be a problem! The second was a short term insurance (up to 3 years old) whereby we get the full price of the car back (so he said, though the paperwork actually says RRP up to £10,000) if we write it off. I'm sure he got a good deal since we hardly haggled. Total time in the showroom? Less than an hour, most of that waiting for the salesman. I'd asked him for copies of the quotes for our part exchange cars and he'd asked for a £500 deposit, which I gave him using a credit card. He insisted we needed another receipt besides the credit card machines, but yet again we didn't get that.

The 31st March we called in again to pick up the vehicle, having sorted out the insurance as he suggested (Once I'd prompted him via email). The numbers should have brought the totals down from 11,500 less the deposit and the reductions I wanted, to 10,855. Instead I received an invoice for 11,000. When I queried this he put the numbers down to the accountants in the office and wouldn't|couldn't budge, offering me another tank of diesel by way of apology. I was annoyed. Anyway, we drove off, yet again without any receipt, no mention of the Toyota warranty and a nasty taste in my mouth. His business card announced his BSc, yet he couldn't make sense of a list of figures?

Then begins the saga of non-communications.

I emailed them 1 April requesting copies of the paperwork I'd signed. Response?

I will send them all out in the post for you, you should already have a copy of the invoice in your handover file, and I will make sure I get a photocopy of the rest of the documents done and posted today, if you don't receive the documents by Monday latest call me please.

Nothing received further on this matter

3 April. Whilst being shown round the vehicle I'd asked about having to wait for glowplugs to warm up as I'd become accustomed to on my old diesel. The salesman had said not needed. I pointed out page 307 in the manual. It is still necessary. I questionned the engine type, nothing showing in the paperwork as to which model I had from two. I again asked about the Toyota warranty. Having read all the paperwork, I noted that to keep the 'RRP insurance' valid, I had to have it serviced at their garage. I.e. I was locked into having the vehicle serviced at their garage for three years to keep the warranty valid. I hate lock-in. No mention of this when it was sold to me. A response to this email 8 April promised the paperwork, but made no attempt to answer any of my questions. Nor were they ever mentioned again. Since I'm highly unlikely to use them for servicing, I guess that means that after the first year, I'll have wasted some large fraction of the insurance cost. Drat.

Nothing further received in reply to these questions

Since the saleman clearly wasn't interested in any sort of post-sales support, when I received a letter (snail mail) from the francise manager asking me if all was OK, I replied summarising my dissatisfaction. His reply, 14 May

Thank you for your email, my apologies you have not been happy with the service you have received from us regarding the purchase of your Avensis, I contacted on the number below should you wish to discuss this with me further.

I'm not sure what to make of that, although I've had enough to make me shy of contacting them further. My only recourse seems to be to make sure that the motor group (Marshalls motor group) and Toyota UK are aware of the bad service I've had from this outlet for their products.

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Update. 2009-06-10. After a phone call from one of the salespeople at Marshalls of Peterborough, I agreed to update this blog entry. Points refer to those above. Call received wb 1 June 09.

Note 1. This was explained as being the way he had to do it to show that the tax was paid. He said he took it off the top line, so that it showed on the invoice. Mmm. No sign of it on the 'used qualifying invoice' that I have. When I asked him what the top line was, the cash purchase price of the car, he responded £15K, which is what is shown on my invoice. I don't understand such stuff, but my wife does. I paid for two extras, shown, and there is the tax, 145, shown, and added in in exactly the same manner. AFAIK I paid for the tax.

Note 2. I was told that piece of paper was 'internal'. Since it showed the offer made by Marshalls, to me, it strikes me as strange that I'm not allowed to have even a copy.

Note 3. I now have this receipt.

Note 4. This was explained as being standard on any Toyota car, the proviso being that we ensure that the vehicle is maintained in accordance with the manufacturer's specification and instructions as set out in the Owners manual. I read that as get your servicing done at Marshalls! Otherwise....

Note 5. Now received.. all except the one which is 'internal'

Note 6. The man on the phone agreed with the original salesman. Seems they know better than Toyota.

Note 7. I was told it was 2AD-FTV after consultation with someone. Toyota Avensis owners manual, Publication # OM10A74E, Part number 01999-20A75, has no mention of such a number regarding fuel selection (P 283), though it is shown under specification, (P 362)

Note 8. As note 4. Though I couldn't find this in the Marshallcare booklet, 7185-09/07, under the retail price protection section.