I live in Newcastle. When they moved from Benton Road (which was very good) I called Silverlink about a used car (I had a CT at the time and wanted an IS), and when they answered they said Ason Martin. I said I am after Lexus and they said they were busy and could I call back. I didnt. Second time I called about a different enquiry I got a similar response and decided they wouldnt get a third chance, so tried Teesside and had a totally different experience. So I bought the car from them together with extra warranty and service plan and then they changed to Stoneacre. Silverlink would be much closer but I will stick with Teesside until the service plan and paid warranty runs out next year.
When I say independant, I mean a main dealer not owned by an organisation like Stoneacre. We purchased a new Suzuki for my wife and she is having the same experience, telling her she needed an air conditioning disinfectant bomb on top of her first service. She declined then was hassled to purchase something else. All we want to do is call the garage and book the car in. I will be making this clear when I visit the garage in January. Also getting charged insurance on the loan car which I didnt in the past. They should include this in the service plan.