Norton Way Group - Chiswick Honda Reviews 

I bought a car and salesman agreed with full tank of petrol as well as the ability to use My Honda app.
Both were not done I am still unable to start the car on the app app. I like to make a complaint and no guidance on how to make a complaint on home page. My first request was that am I able to start the car on the phone and still unable.

Communication re handover, working through the net, the HondA app, could have been explained alot better. Still haven't paired with my Honda app

Excellent service, excellent car.

Good service and product knowledge

Neil Egan provided us with an excellent customer experience, a constructive approach, responsive communications and very helpful follow through, and all with a nice personal touch.

I have just noticed that the rear light clusters on both sides have condensation on the insides after this morning’s frosts, so need replacing as I only picked up the car 11 days ago.

I’ve been a customer of Norton Way Honda for 3 years, though previously at the Wimbledon Park branch before it shut. I had to use the Chiswick branch for the first time in December for a scheduled service and MOT, and was hugely disappointed.

My service point of contact was Ibrahim. He called me two hours into the service, explaining a series of items that he stated were essential to fix and represented that these were mandatory or else the MOT would fail. This was in my opinion a misrepresentation of the truth. At least one of the items, a rear centre light, was not mandatory for MOT. So I spent an extra approx £250 and significant time (I had to come back the next day to collect the car when I’d booked a while you wait service) on something that was neither MOT mandatory nor essential. This is notwithstanding that I clearly explained over the phone that finances were tight and that I could not afford anything non-mandatory.

Since discovering the issue (after inspecting my receipt in detail), I have tried calling the Chiswick branch on multiple occasions over the past couple of weeks. On at least 5 occasions I was promised a call back from someone in the service team, including as recently as today, and yet this call back has never happened. I feel like I was misled into purchasing. I have tried resolving the issue with the Chiswick branch to no avail.

UPDATE
Following this review, I was able to get hold of Sam Harding. Sam was helpful, and we found a quick resolution. As such, I’ve amended my rating from 1 to 3 stars.

A good team of salesman and women. Polite with no sales pressure. A wide range of cars to select from. Good technical knowledge of the cars and their specifications.

The Salesperson - Fardin Shaikh was very knowledgeable about the car we was looking for, and helpful in explains the details about the sale and the car.

The process was efficient and the staff were friendly and helpful.

Yusuf and team were a great help from start to finish! He showed great patience while I figured out my budget and what car would therefore work best for me and found a great year old HRV which is perfect! Thanks so much for all of your help. The extra effort you made, made a real difference

This is a message for the customer service department:
I bought the car online but discovered when I brought it home that a piece of basic equipment, the parcel shelf, was missing. I then asked the salesman to source one for me. He later informed me after a further message from me, that he could not find one and that there was nothing more that he could do. I asked how much I would need to pay if I needed to buy a new one. He quoted a figure in excess of £600.
Please note I was sent a personalised video of the car after I had paid a £500 deposit, but at no point was I informed on the video or later that it would be sold without a parcel shelf.
I travelled to London from Derbyshire to buy this vehicle in good faith. This purchasing experience has left me feeling that this was a mistake not least as I feel I can't address this issue further without incurring yet more cost and inconvenience.
Please inform me if this message is forwarded to the manager at Honda Chiswick or elsewhere within the company. I hope I receive a reply to this message
Thank you
Bill Campbell

Update on the above issue:
Following the above posting, I was contacted by Gush Singh Bullar, a manager at Chiswick Honda. He apologised profusely for what had happened and immediately offered ro post a new parcel shelf to me. As I explained that I had already purchased a replacement, he offered to reimburse the full cost of my purchase which has now happened. I'm therefore very grateful for his intervention.
This level of customer service is something that I feel I should acknowledge here.
Many thanks to all concerned at Honda Chiswick.
Regards
Bill Campbell

Great place to buy a car.

The service was good but I had to wait a long time to be seen. Happy with the car I purchased.

Shane was very helpful and went the extra mile to ensure that everything on the car was made good and just the way I wanted it.

Overall I was very pleased with my experience of purchasing a car from you.
Your salesperson Aryan made sure the bodywork repairs and treatment were completed to his satisfaction before handing it over.
The one slight downside was in the overall presentation; a poor attempt had been made in cleaning the interior of the windows, leaving several streak marks, the worst being across the windscreen and in my line of sight.
A slight disappointment in an otherwise lovely car.

I would really love to have been able to award 5 stars.
I bough an ex-demo CR-V and the sales process was pretty much faultless. I collected the car without having seen it in the flesh and it was exactly as advertised and I'm absolutely delighted with it.
The car had a service just before being sold but I discovered after I got home that the digital service record (which I'm told is the only record of service history) hadn't been updated. I made repeated calls to the service department and was each time assured that it would be done. I was even told on one occasion that it can take several days for the update to show which I've since discovered is incorrect.
After a month and only after I insisted that the problem be escalated to the most senior person available di it actually get done (and it only took a matter of minutes).
It's a huge shame because I had been hugely impressed by Chiswick Honda.

I have a terrible experience with this company because they sold me a faulty car. I still have been going through the stress as it has not been resolved. None of their managers starting from Lee, William cramps, Gush to their inefficient agent Shane responds to my emails and messages.

HONDA CIVIC - SERVICE & MOT - An absolute nightmare of disorganised chaos. No MOT's carried out all day for any customers due to a faulty MOT ramp, but they only told me 3 hours after they opened.

I called Chiswick Honda on Tuesday 26th November for an urgent MOT and a not so urgent service on Wednesday 27th but they only had early December available for the MOT as they had reached their quota. They could however do the service on Wednesday but I declined as I needed the MOT done before Friday because I was due to drive the car and it was currently illegal and only legal to drive to an MOT appointment.

Shortly after this I decided to take the train on Friday instead of driving and to call Chiswick Honda back to book the MOT and service for December after all. I could live without the car until December.

Surprisingly they offered me Wednesday 27th after all as they had received a cancellation, so I booked the MOT and service and they said I could use my laptop in their waiting area until the car was ready as they had WiFi and power in that area.

Long story short - I was hoping to arrive at 8am when they opened, but I arrived later than planned, just before 10am. At approximately 11am, 3 hours after they opened, they informed me that their one and only special MOT ramp was faulty so they were unable to perform ANY MOT's today. Really?! It took them 3 hours after they opened to realise they couldn't do ANY MOT's? The sceptical part of me made me think they already knew about the problem the day before when I booked and they suddenly had a cancellation and they only told me they could do the service & MOT in the first place so they could get my money for the service and make up some ridiculous excuse on the day why they couldn't do the MOT.

So I drove home with no MOT. All because a large so-called professional business can't eliminate their single points of failure and install TWO ramps in case one fails.

In addition, their customer coffee machine had a sign saying it was being serviced to ensure quality. Meanwhile all the staff were simply moving the sign to the side, serving themselves a perfectly drinkable large coffee, and then moving the sign back. I was there for 5 hours and all I was finally offered when I asked about the supposedly out-of-service coffee machine was a tiny espresso in a tiny cup, not quite the large drinkable coffee that the staff were helping themselves to.

Plus the fact once I was told my car was ready it then took a further 40 minutes to do the following:
- check if they had stock to replace a tyre that they found was cracked - no stock - really? An official Honda garage with no spare tyres for a 7 year old Honda Civic?
- check if they had stock of a light that they found had condensation - no stock - but no surprise, it's probably not a common part like a tyre.
- to take payment.
- to issue my receipt.
- to walk me to my car, which they had no idea where it was left by the service team - clearly nobody talks to each other in this garage.

I was a new customer and quite frankly I am unlikely to return based on this first experience.

I wouldn't mind but £240 is a lot of money for poor service and bad management.

Meanwhile I have managed to book an MOT at a garage a few minutes away from where I am going on Friday so I don't need to take the train after all, and they have TWO MOT ramps. Very sensible, something Chiswick Honda could learn from.

Please do not disturb our sleeping
(or more likely, understaffed) service or parts dept teams ! In fact, dont even bother trying to call in the first place, and abandon all hope of getting a call back.....it will never happen. In the end I got a bus there only to find 4 guys sitting around, sharing a joke and slurping their coffees.
Beyond useless ! Surely they could buy in some courier style 'wheres my car?' tracking software so you could simply ask a robot if your hijacked car was ready for collection yet..... but, of course, only after you've paid their extortionate ransom. This way the company could save a bundle on the need to employ anyone. Ah, collecting the ransom?.... that really IS when they become efficient. With a decent software system, we wouldn't need to bother the poor ol' sleepy heads. And dont tell me this just a one-off experience nor a coincidence.....it wasn't. The impossibility of actually speaking to a human has happened EVERY time I've been forced to use them during the guarantee period. Well, v soon that guarantee runs out so it'll be 'bye bye Norton Way', from here on it's Alan's-on-his-Way.