Category Archives: feedback

Feedback – September 2020

September 2020

“Efficient – good communication.  Nice clean car”.

“Everything was as the video predicted.  Service was carried out and the car was washed in the time agreed.  Cheerful, helpful greeting”.

“All very easy from booking through to picking the car up when the service was completed”.

“Always great service”.

“The service was as always expertly done again.  As always Haynes of Maidstone take care of their customers for sure, cannot fault them”.

“Car was ready on time and I was impressed with the live video”.

“Ease of booking my service online.  Handy location of dealership.  Friendly professional staff.  Great communication.  Car washed at no extra charge.  Ford Assist in with the price.  Reasonable cost of the service”.

“Service was carried out in a very short time, excellent work”.

“The information provided by the sales person was top notch.  Told us all we needed to know and gave us good info to help us decide”.

“The salesperson really listened to what we were looking for and delivered”.

“Our Sales Executive was exceedingly helpful.  Listened to what we wanted/needed and gave sound advice.  Professional and friendly service”.

“Great experience all round”.

“Very efficient and friendly”.

“All went well, from start to finish”.

“Friendly, helpful service advisor and prompt contact when the service was completed”.

“Excellent service”.

“Recall was done well”.

“Good efficient service, in these difficult times”.

“Excellent service many thanks to the team”.

“They were friendly and polite when I saw them on both drop and collect”.

“Delivery was quick.  Sales Executive kept me informed and updated.  Smooth handover”.

“All went very well, especially considering Covid precautions”

“Friendly and listened to what I wanted.  I felt a valued customer”.

“Haynes service was excellent.  Our Sales Executive was very helpful in providing us with the options in our price range and made the process as easy as possible”.

“We felt safe dealing with Haynes as we are shielding.  There was no pressure from our Sales Executive so we felt comfortable making our purchase”.

“Haynes Ford went to a lot of trouble to locate and secure the exact specification and colour vehicle that I wanted.  Delivery was delayed as the car was locked down in Scotland due to Covid 19 but I was happy to wait for the right car”

“Excellent customer service by the Sales Executive.  Always received a speedy response for any questions I had”.

“Have used Haynes for many years.  The Sales Executive was a fantastic salesman.  So helpful and understanding”.

“The Salesman was so helpful, didn’t push me into a sale and helped me get the car I wanted with the price I wanted”.

“Nothing at all, the Salesman was great to deal with, informative, helpful and a credit to your Company”.

Feedback – August 2020

August 2020

“Everything was explained fairly well”.

“The ease of booking in, dropping off and collection was very smooth.  I was delayed and made contact regarding leaving the car overnight.  All locked in compound safety and collected the following morning, perfect.  Nothing could have been improved, thank you”.

“Honestly nothing can be improved, such excellent service from start to finish.  Our Sales Executive was superb.  I’ve dealt with a lot of sales people in my time having been an estate agent for over 10 years and he was honestly fantastic”.

“Excellent service and quick delivery”.

“Sales advisor was very thorough.  Very pleasant and helpful”.

“Collected and returned my car to me from work, which is really helpful.  Kept me informed of progress by phone”.

“Customer service was helpful, conducted in a pleasant manner”.

“Prompt, efficient and friendly booking in”.

“Easy drop off, work done to a very good standard”.

“Smooth service from start to finish.  Helpful and attentive staff”.

“The whole experience was excellent.  Our Salesman was very helpful and tried his best to keep me up to date throughout the process after everything stopped during Covid-19”.

“All went well, especially handover to colleagues during Covid-19”.

“Checking the car in and collection went smoothly”.

“Considering current situation was all handled well”.

“Very helpful”.

“Our Sales Executive was very helpful and kept us updated on car progress even through these difficult times”.

“Easy to book, professional and trusted service.  I would highly recommend”.

“I was very pleased I used Haynes Maidstone for the purchase of my 8th Motability vehicle.  I received great service from our Sales Executive, the Motability specialist, who had a friendly and relaxed manner, which made it a pleasure on this occasion”

Feedback – July 2020

July 2020

“Our Sales Executive was brilliant – not pushy and worked hard to find a car within my limited budget.  The delivery was delayed due to lockdown but she kept me updated the whole time”.

“Excellent experience all round”.

“Was very quick and easy and felt safe entering due to Covid-19”.

“Staff always try to get vehicle back ASAP”.

“The service received from staff was great and even the booking experience was superb.  I really liked the video included afterwards.  Perfect all round”.

“Very knowledgeable staff.  Good welcome despite Covid-19”.

“Fantastic service from all staff at Haynes.  They booked my car in within a week of calling them, when dropping the car off and collecting the courtesy car everything was dealt with quick and efficiently and safe in these Covid times.  When the car was ready, I was contacted via phone but also sent a video of my car being serviced, which I thought was brilliant.  Collected my car (cleaned too) and I was away again within minutes of arriving.  Could not fault this service at all.  Well done guys, so impressed”.

“Everything was brilliantly organized in the showroom and service area to be Covid secure.  I felt very safe and comfortable waiting for my vehicle.  As always great service from the team”.

“From the first booking of the service and MOT, I received a courteous and very efficient service.  I was fully informed as to what was going to happen as regards booking in procedures and was advised via a phone call and video report as regards progress.  All paperwork was provided promptly when the car was collected”.

“Good friendly service”.

“Excellent, completed quickly, great service”.

“My Sales Executive was very helpful throughout the sales process, answering all my questions and keeping me informed on progress of the car.  He did a fantastic job at handing over the car during the testing time we have a present, his handover video was very professional.  He is a credit to the sales team at Haynes of Maidstone”.

“They are always ready to help in any way”.

“The idea of using a camera to show a customer exactly the checks which are carried out during the service is an excellent one and to be able to actually see the checks on a mobile phone is simply brilliant.  There can no longer be any suspicion by a vehicle owner that the garage is charging for repairs or replacements which are not needed.  Whoever dreamed up the idea of using a camera in this way deserved the highest praise”.

“In these difficult times, it was easy to book the car in by phone.  The video sent to me showing what the procedure for the Service Department was very good”.

“All went well”.

“I can’t think of any improvement.  I was very impressed with the service I received.  The vehicle was collected from my home and delivered back to me and had been thoroughly cleaned”.

“Social distancing well signposted.  Pleased that service could go ahead although Covid had shut down so much”.

“Very friendly welcome.  Prompt service”.

“Excellent service, no complaints whatsoever, especially during these difficult times with social distancing”.

“Car was collected at 8.00 am, service and annual test completed and returned by 2.00 pm by very helpful driver”.

“Efficient booking and reminder.  Immaculate premises.  Completed within time advised and paperwork prepared to really high standard.  Video check was really impressive”.

“Prompt collection and delivery, very reasonable price.  Car cleaned inside and out.  Whole process excellent”.

“Very efficient and smooth process”.

“It was booked in when I wanted.  Because I live so far away, I had to bide my time in Maidstone so the car was worked on immediately and I was phoned as soon as possible”.

Feedback – June 2020

June 2020

“Our Sales Executive was amazing, she kept me up to date every step of the way and was very patient at dealing with all my questions/queries.  Certainly made the process of buying a new car very easy – even in lockdown!”

“My service experience was a good one and would not want to change anything”.

“We had a good experience dealing with the Service Department on this occasion.  They called to check if we were ok to pay for the extra brake fluid charge.  The video sent was professional and the tech seemed knowledgeable.  Well done guys, we will be back next time”.

“Well managed given current conditions”.

“I used the online service to book my car in.  I had a query about early opening times and received a response the next day which was great.  Upon arrival once open I was seen to quickly.  I had mentioned that I felt my brake pads and discs may need changing.  As expected due to my first service last year, I was not ripped off as have previously been with using another car manufacturer and was informed that only my pads needed doing and the discs were fine.  Service was of good quality, fairly priced and will definitely continue to use Haynes and also recommend”.

“Have used Haynes for the past 3 years for servicing my car.  I find them very fair priced and communication before, whilst and after they have my car is very clear and on point.  12 months road side assistance with every service is also a nice touch.  Recently during the Covid-19 pandemic their service has been professional and slick that not to effect the experience of the customer”.

“Polite, efficient and professional service from point of me making first contact from booking the service to its completion and collecting the car”.

“Easy to arrange booking on the day I wanted, drop off straight forward adhering to social distancing etc.”.

“All efficient and car returned, valeted and sanitized”.

“It was a pleasant trip to get the vehicle serviced, very friendly staff and fantastic social distancing measures in place”.

“I was very impressed with the care and attention with regard to precautions necessary during this time”.

“Can’t fault the service from booking in to receiving the call to tell me the car was ready”.

“Everything went very well and was well informed before I arrived”.

“Helpful, polite”.

“Haynes dealt with both the service/MOT of my car and repair of my wife’s car in a reassuringly calm and effective way”.

“Great service from booking to collection”.

“I was sent a brilliant video prior to taking my car to Haynes which clearly outlined arrangements that have been put into place for Covid-19.  When I arrived the gentleman that served me was very polite and knowledgeable.  After collecting the car, the video of the service was extremely good and provided me with clear details of the inspection”.

“Quick and easy to book by phone.  Because of lockdown it was a timed appointment so very quick to book car in.  Service carried out while I waited.  Friendly and knowledgeable staff”.

“Collection from our home was faultless as was its return, on time and with an excellent handover when returned.  I honestly don’t think there were any negative points”.

“Absolutely everything from booking the car in on the day to picking up again.  The video of the service was excellent too.  The second service I’ve had with yourselves since buying from you and I’d thoroughly recommend your garage.  The mechanics are extremely good and the whole experience extremely professional from start to finish.  Thank you to everyone”.

Feedback – March 2020

March 2020

“It was easy to arrange the repair and courtesy car and the work was completed much quicker than expected”

“Excellent service and support enabling me to remain at home while my car was serviced”.

“Top marks again”.

“My car was collected and delivered as planned and I was kept well informed about the progress and result of my service”.

“The lady who dealt with me was very professional and very friendly.  Can’t give the team at Haynes enough praise for ensuring the safety of the customers”.

“Excellent customer service as always”.

“I have always found Haynes professional and efficient but I was particularly impressed at the way they have approached the current Covid 19 virus issue.  I had to take my car in for a MOT on the Thursday following the PM’s announcement regarding staying at home (not applying to car MOTs before the end of the month).  They had a hands free sanitizer as you entered the building (the doors are automatic) a clear approach to the service desk and queuing system (but there were no other customers when I arrived) and obviously understood the 2m rule and the concerns of customers”.

“Everything was great”.

“Fast efficient service received”.

“Very friendly and experienced staff”.

“Good customer service”.

“Sales staff very helpful & attentive”.

“Our Sales Executive had a friendly and professional manner which gave me confidence in all he said.  He had excellent knowledge of the vehicle and explained the controls clearly.  He made us feel at ease with the whole process and showed patience and understanding whilst explaining both the financial and practical side of purchasing a new car.  This is the first time we have bought a new car and found it to be less worrying than we expected.  Our thanks to him and to Haynes for making it so.  I have no suggestions as to how it could be improved and would have no reservations recommending our Sales Executive and Haynes to my family and friends”

“Our Sales Executive went above and beyond to help with my purchase.  He kept me fully updated and informed at every step and was most accommodating in arranging a collection date and time to suit me”.

“Nothing could have been improved, the service was exceptional as well as the communication.  Second Mustang bought from the Maidstone dealer for this very reason”.

“Timely collection/drop off and regular info given throughout the day.  I have used Haynes Maidstone for years for both company and private cars”.

“Absolutely everything first class, as always.  Especially appreciated in these difficult times”.

“Superb – as always”.

“Got in, got done, got out.  I couldn’t ask for any more”.

“Very prompt and efficient service.  We were grateful for the pick up and drop back service as we were self-isolating at the time”.

“Ease of booking the car in, politeness of staff, helpfulness of staff, phone call to give advice, questions answered”.

“Great service, friendly staff”.

“Completed work quickly and telephoned to say all done”.

“Excellent reception and arrival process. Kept informed through the day.  Excellent exit and payment process”.

“Easy to drop the car off no wait time”.

“Kept well informed and vehicle was collected and delivered back very quickly”.

“Efficient and friendly.  Good communication throughout”.

“A reminder received via email, easy booking system.  On the job live video.  Excellent service”.

“Very efficient. Courteous staff.  I was kept informed of progress and given a complete breakdown of what work had been completed”.

“It all went very well”.

“Swift booking in service.  Polite staff.  Good communication”.

“Liked the video of health check, courtesy car arrangements very smooth.  Emails sent and received to arrange service very helpful”.

“No delays when I delivered the vehicle.  I was asked when I would like to collect it.  They phoned me 30 minutes before the agreed time and told me the service was completed along with a wash.  I was very pleased with the service and collection”. 

“Our Sales Executive was very professional and helpful in choosing our next car”.

“Friendly efficient, explained all aspects”

“My sales contact was extremely helpful throughout the whole process”.

Feedback – January 2020

January 2020

“Our Sales Executive was excellent, knowledgeable, professional and not pushy.  He gave us sufficient time and space to review our options whilst also retaining good contact without being over familiar.  He struck the perfect balance with us.  It made the whole process effortless.  We were kept well informed throughout.  He is a credit to your sales team”.

“We liked the video you sent”.

“Great experience, will be going back.  Great not being told you require additional add ons every time your car goes into a Ford branded garage.  I will be making Haynes Ford my new car service centre, great job”.

 “Our Sales Executive was very professional but not pushy”.

“The staff at the Service Department were helpful and polite.  I was kept informed of the required work on my car and it was carried out in good time”.

“Always professional and polite”.

“All staff helpful and friendly”.

“The reception area is comfortable and welcoming.  Early opening at 7.30 meant the car could be dropped off enabling me to get to work on time.  Sitting down and being able to talk face to face with the reception staff meant any issues could be discussed without the feeling that you were being rushed out.  The work was completed in line with the schedule and completed in line with the agreed time I had asked to be able to collect the car.  Upon collecting the vehicle, I was given a detailed breakdown of the work completed together with any issues which may need attention.  Overall my experience was that I was a valued customer”.

“Very knowledgeable Sales Executive and pleasant experience”.

“We love the guys and gals at Haynes – best team in the UK”.  

 “Experience was excellent”.

“Liked the health check video and ease of dropping off and being contacted when ready.  Health check sheet was informative”.

“I didn’t feel forced into making a decision when trying to select my car.  Options were available from both New and Used Car Departments”.

“Was welcomed into the Service Department, told exactly what was going to be done to my vehicle whilst it was with Ford.  Car cleaned and ready for pick up at time specified.  Will definitely recommend”.

“Our Sales Executive was very helpful and accommodating.  The car is brilliant and exactly what I wanted.  Arrived 2 weeks early too!”

“Our Sales Representative was lovely”.

“Nothing was too much of a problem from our Sales Executive.  If we rang she was always polite and always rang back if she was not at her desk.  Explained everything we asked about the car and whenever we called into Haynes always greeted us with a smile”.

“Seamless service”.

“Our Sales Executive was very helpful, explained everything I needed t know and answered my questions very well”.

“Friendly and efficient, cleaned car really well and were quick”.

“Professional and friendly”.

“The staff were amazing”.

“This is the third Ford I’ve had from Haynes of Maidstone and once again the help and service from our Sales Executive was smooth and professional”.

“Our Salesman is always very helpful and patient when explaining the cars and all the options”.

“Always a pleasure.  My Sales Executive always looks after me and goes out of his way to make sure I am happy”.

“The whole buying experience was excellent. The Haynes Sales Representative was very attentive, not pushy at all.  He found the right deal for us too”

“We have always found Haynes of Maidstone excellent to deal with.  They are always very helpful and we love our Focus very much”.  

Feedback – December 2019

December 2019

 “Typically thorough annual service completed by courteous, skillful and dedicated staff”.

“Very helpful understanding of my requirements.  Our Sales Executive is always very helpful and manages to find me the perfect car”.

“Excellent service from taking car to Haynes and picking it up when done.  Bonus I go car cleaned.  Video of car on ramps was inspiring”.

“Easy to find the place, well signposted to park car.  Called when car was ready to pick up.  All staff were extremely friendly and polite”.

“The collection service was so easy.  It made getting the service and MOT possible.  I wouldn’t have been able to overcome logistical challenges otherwise, thank you”. 

“The quality of the servicing at Haynes is better than other Ford dealers I have used”.

“Good service”.

“Everything was perfect”.

“Quick efficient and nice waiting facilities”.

“Very happy all round”.

“Everything excellent”.

“Work done on time, car clean on completion”.

Feedback – November 2019

November 2019

“Salesman was fantastic.  Second car I bought from him and there will be more”.

“Easy to book in and kept informed.  Car was ready when I turned up to collect”.

“Our Sales Executive is faultless.  She was always able to answer my questions and if she didn’t know the answer she would find out straight away.  She responded very quickly to any emails I sent.  She was very friendly too!”

“Our Salesman was brilliant”.

“Excellent service from Haynes Maidstone.  The Sales Executive did exceptionally well”.

“The salesman was patient, friendly and gave clear explanations”.

“Great service.  7th year we have been loyal customers and we are so happy to give them our business.  Recommend to everyone as so good.  Good communication, great customer service and lovely clean showroom.  Our Sales Executive was amazing with us and very accommodating”.

“Very helpful, polite and knowledgeable salesman that listened to what we wanted and made sure we were happy every step of the way”.

“Having dealt with our Sales Executive for a number of years now, I felt that he knew exactly what I was prepared to pay and what style of car I wanted.  All communication was good and the whole experience was easy”.

“Seamless experience from start to end”.

“Our Sales Executive has always been friendly and helpful and answered any questions I may have”.

“Everything went very smoothly and quickly”.

“Everything was explained very well, with patience and understanding”.

“All very good.  Have always had Audis and recently have been finding Audi customer service lacking so have moved over to Ford and very happy so far”.

“Haynes always look after me”.

“All went very well”.

“Salesperson was helpful”.

“The Salesman was professional and friendly”.

“Everything was fine”.

“There is nothing to really change.  The staff were very helpful and friendly, this is my 9th purchase in a row, with Ford Haynes.  Just maintain the same level and I will always recommend you”.

“Our new car consultant was very helpful he sat and explained everything very clearly and kept me informed on everything.  Would recommend Haynes of Maidstone for their good customer care and service”.

“Informative and extremely helpful”.

“Overall great service”.

“Excellent as always”.

“I asked for the car to be ready by 2.30pm as I needed to collect my children from school.  Despite being told they were busy that day, the car was ready by 1.30pm which just made life easier for me”.

“The Sales Executive was very good and pleasant and handing over my new car was great, showing me all the controls”.

“I was kept informed and times were kept to a minimum”.

“Haynes are excellent at customer service.  I was booked in for a warranty job which was due to be done first thing in the morning.  For personal reasons I wasn’t able to get there but on telephoning them they said ‘no bother come in after lunch’.  Not all dealers are that friendly, understanding and accommodating”.

“Everything was perfect”.

“Very good service”.

“I was helped with my decision on what car by our Sales Executive who did so very professionally.  I was run through every choice I may have wanted and believe he went the extra mile to make sure I got what I was after”.

“Service carried out in the expected time frame.  The technician gave attention to areas of concern that I mentioned”.


Feedback – October 2019

October 2019

“Efficient and helpful”.

“I was welcomed and offered a cup of tea while I was having a look around.  I didn’t feel hassled in any way.  When I sat down with the Sales Executive and went through the types of cars that I was interested in I found she was very patient and answered all my exhaustive questions.  I didn’t at any time feel pressured to buy.  When I wanted to pick up the car, they went full out to make sure I could collect it when it suited me”.  

“It was excellent from ordering to collection”.

“Polite and helpful staff, booked in easily over the phone, car collected on time and returned nice and clean with MOT sorted and serviced”.

“Good Service”.

“Great service with prompt replies to queries”.

“Nothing to complain about.  Service completed on time.  Car nicely valeted”.

“All experience was good, it’s my 4th car”.

“The salesman found the best deal to suit my requirements”.

“Good price.  Friendly front desk.  Trust in Ford brand and service”.

“Easy to book, car collection perfect, friendly and very efficient service.  Particularly impressed by the video of my car being checked”.

“Our salesman was totally brilliant in making sure we were buying the right car, which we have”.

“The communication I received was fantastic.  On top of this, the advice I was also provided was brilliant”.

“Very good service and pleased about the all over vehicle inspection video from the technician”.

“I have had many Motability vehicles from Haynes but this time as the C Max is no longer in production, I had to choose something else.  Out sales assistant has always been extremely helpful and this time was no exception.  She enabled my wife and I, with information and reassurance, to make the right decision to have a Kuga”.

“Very helpful staff, thank you”.

“Very polite”.

“The information that was given and the time spent with us was really personalised”.

“Service desk staff very helpful and polite and gave genuine good customer service”.

“All the Haynes employees were polite and very helpful”.

“All went as planned”.

“I got there early and asked them if I could get the car back early.  He said he would do his best but I wasn’t all that hopeful.  I was having a three year service and MOT and I had it back by 1.00pm nicely cleaned as well.  All very good”.

“All very successful.  Very much like the video which was helpful and easy to understand”.

“Kept informed at all times.  Staff very friendly and especially the video which was emailed to me”.

 “Everything went as it should.  From my point of view there is no need to change anything”.

“I always get a quick and very good service with my car purchase with Haynes”.

 “All good”.

“The sales person was very friendly and attentive”.

“Our Sales Executive is always helpful as are all her colleagues.  She listens to my needs and can usually accommodate them”.

“As usual the service was as good from start to finish, picking up the car, keeping us informed regarding any minor problems and being returned, what’s to complain about”.

“I was treated politely and staff were very helpful”.

“Our Sales Executive was very helpful explaining many things for me and being supportive on test drive”.

“My Ka+ went in for a recall.  I was able to book it in easily and the work took less time than expected.  I was informed by text that it was ready for collection and it was brought round to me when I arrived to collect it.  I was also informed that the recall paperwork would be sent onto Ford to let them know it had been done.  All in all, a very easy process”.

“Our Sales Assistant was very helpful with my disabled son, showing him the CD feature of the car, which was important to him.  Other dealers we visited did not show any interest to communicate with my son”. 

“The Sales Assistant couldn’t have been more helpful”.

“Our salesman had a good knowledge of the car specification and was able to answer all my questions.  He wasn’t pushy”.

“We had our usual good service from our Sales Executive with everything explained”.

“The salesman was extremely helpful and made the whole process very easy”.

“Good service, very helpful experienced staff.  Will certainly use this dealership again”.

“Our Sales Executive listened to my comments and responded in detail.  He kept me informed throughout the entire process and was confident delivering updates”.

“Fantastic, convenient and simple experience all around, all helped along by the great sales rep”.

“Our salesman was excellent.  He was able to answer all the questions that I had about my vehicle.  Very good service”.

“Our Sales Assistant was extremely helpful and knowledgeable”.

“Good customer service”.

“Helpful staff”.

“Extremely happy with the service, which always includes a complimentary valet.  Much appreciated”.

“From booking the service to paying for service, everyone was helpful and friendly”.

“The pick up and drop off of the car all went well and we are very happy with how the service went and the replacement of tyres”.