Group1 Arvostelua 36

Hi I got Tiguan two and year old last year off vw Norwich the sale man Matthew we did the deal he said I would get 6 month vw warranty then 12 months warranty with them when emails come for warranty it said 12 months phoned him said sort got Tx msg saying sorted 18 will get 1 year later got email saying warranty running out phoned again he said he will sort it I phoned loads of time asking to speak to him or manger just keep saying they ring you back but never did then when got hold of him he said your only getting 12 month worst after sale garage I have ever dealt with they are load off 💩💩💩💩💩

My husband went into the Derby branch to buy a service plan for the new 2024 F Pace he just bought. The showroom would rival Porsche for its splendour but the customer service is a joke. The place was deserted. He was finally seen and told to wait and someone would be with him soon. 30 minutes later he walked out telling the only person he could find they’d just lost a sale. How does this group keep going?

A Stressful and Painful Ordeal: My Experience with Audi Norwich which is a part of Group1.

My recent experience purchasing an Approved Used car (only 2 months old, 75-reg) from this dealership has been incredibly stressful. The handover process was disorganised, and the level of customer service was non-existent; absolutely no one at the dealership seemed to care.

The financial side of things has been a nightmare. A £5,000 refund was held up for months and was only processed after I left a 1-star review, at the request of a manager. Although I graciously removed the review as asked, the issues haven't stopped. I am still waiting for a refund for my Audi Shine policy, despite three months of chasing and sending over 22 email reminders. No one got back to me from Group1 even after 3 months of waiting to check updates on the concerns I raised about the service

A Warning to Others visiting Group1 Dealership:
Please do not fall into the trap of purchasing Vehicle Shine packages. You are charged for a service that is never actually applied to the car. My advice would be to arrange any such protection privately, as dealing with this dealership has proven to be a complete waste of time.

VW Chelmsford Group1 is teh worst on customer services I have ever seen. Not once have we had a positive experience.
Last week we brought in our VW for a simple service. Nobody ever called back to say when car ready. I have called numerous times the dealership and nobody ever answered at all.
When went next day to collect teh car I was only give the invoice for the additional brake fluid but noting on the service carried out. I had to ask for it again and although on a service plan I was given an invoice showing I will have to pay over £ 200.
Thankfully last service on the plan and will never go across this dealer ever again.

Watford Audi Group 1. I had a great experience with Watford. They were invaluable and welcoming, and everything was explained clearly and patiently to avoid any confusion, which I appreciated. Their professionalism and knowledge made the whole process smooth and stress-free. Excellent customer service all around. Highly recommended.

I booked my car in for a recall service after receiving a notice in November and was given an appointment for 15th December, having been told the required parts would be available by then. When booking, I was advised that a courtesy car would be available if I dropped the car off the previous working day. However, when BMW Colchester called to confirm the appointment two days before, I was told that a courtesy car would not be available from the previous day. This meant I had to change my work duties specifically to drop the car off on the day of the appointment.

After rearranging my work schedule and arriving on the morning of the 15th to drop off my car, I was then told that the parts were not available and the service would need to be rebooked for about a month later.

I do not understand why the appointment was confirmed just two days earlier if the parts were not in stock. As a result of this poor communication and lack of organisation, I changed my duty and swapped shifts for no reason at all.

I bought a new Polo in March 2024 from Inchcape Volkswagen, Swindon. Inchcape have since become Group 1 Volkswagen. I have owned VW Polos for over 12yrs.

I was sold an Extended Warranty, Service Plan and Gardx Paint & Interior Protection Plan.

I recently scraped the rear panel and bumper and contacted Gardx to effect a repair. They sent out someone from DWV who did an excellent job. When the DWV repairer was showing me the completed work he commented that it had been previously touched up. I said I was not aware of that as I had bought the car brand new. The assumption, therefore, is that it was done by the dealer prior to my handover. This was not mentioned by the dealer.

During the handover the connection to my mobile phone was demonstrated but as there was no wi-fi and it didn't work on my phone. I was subsequently advised that someone would contact me to arrange a demonstration. This did not happen. This has never worked properly. Neither my wife or myself have been able to play music from our phones when we are both in the car together. 
I saw this comment on Google reviews.
' While booking they had also told me they will do the app connection to my mobile phone free of charge and refused saying their team is busy.'

This is frustrating.

I was sold an Extended Warranty that included breakdown cover. However, I do not recall being told that it only covered the first 12 months. I had to arrange my own breakdown cover after that and the breakdown cover included with the Extended Warranty would activate in Year 4 (I think!), after the standard VW 3 year warranty expires as this does not include breakdown cover. I'm still not clear when it is activated.

I was also sold a Service Plan. I arranged the 1st Service and for the car to be collected from my home at a cost of £20. This did not happen. After waiting all morning I phoned VW Swindon to be told that my booking had 'not transferred' to the new system. A new appointment was arranged and the collection fee was waived. This was annoying as it meant having to rearrange transport for two separate days and wasting a morning waiting for the collection that didn’t happen.

 I understood that I would be provided with the Gardx Paint & Interior Protection Aftercare Pack. I have never received this after many enquiries. 

This is a part of a transcript from their chat bot:
'Lily (04/01/25 12:15:32 pm): I can certainly have my team confirm how to get the  Gardx Paint & Interior Protection Aftercare Pack that was supposed to be provided at the time of purchase as those details are not listed'. I was never contacted after this.

The windscreen wipers have never worked properly. They make an awful grating noise. I mentioned this to the dealership and they told me that they would need to have the car for a day to check the wiper mechanism. The mechanism is fine, it works. The problem is with the blades. I have been told by an independent garage that the wipers need replacing. It’s a car just over a year old. How can the wipers need replacing? I notice that the guarantee does not include wiper blades. I bought new wiper blades from Halfords and they work a treat. If the dealer had bothered to just see the wipers working they would have realised the same thing. There was no need to spend a day checking the wiper mechanism. They were duff wipers. The rear wiper also needs changing as it’s worn. After 1yr? I feel that the dealer was just fobbing me off and couldn’t be bothered to check the blades.

It is difficult to actually talk to anyone. 
A Google reviewer was advised to contact the address tellusmoreinchcape I emailed that address but got a bounceback from. I then emailed tellusmoregroup1auto.co.uk on the 16th July 2025 but had no response.

I've been left with the impression that VW are only interested in the sale, plus upselling any extras and not interested in providing after sales customer service.

Group1 Ford Basingstoke
My Ford Transit was booked in under warranty with a problem with wing mirror and seat 2 wks ago, 2 days of them having the van, I was told parts had to be ordered it was re booked in last week, 3 days later on a Friday, I asked Ford when can I pick up my van ? To be told nothing had been done? This was me chasing them up, 3 days and not a word from them!
I’m now in my 3rd week of waiting for someone to let me know what’s now happening and nothings happening!

Extremely disappointing experience with Group 1 Auto Swindon. We rejected a Fiat 500X within 24 hours due to false ownership info and missing service documents. The car sat on our driveway, insured by us, for two weeks while they promised to arrange collection — only for us to later discover we never actually owned it.
We had to return the car ourselves because Matthew never arranged collection, despite claiming he had contacted multiple companies. Even after returning it, the refund took two more weeks, with poor communication and repeated broken promises. We were given conflicting explanations about the delay, and we are still waiting for £75 taxi reimbursement. Our formal complaint has gone unanswered.
Quick to sell, but once there’s a problem, they vanish. Completely destroyed our trust in this dealership.

Group 1 Mercedes-Benz Leicester
I booked my car in for what I thought would be a simple coolant fix and took the day off to wait in Leicester as I live in a different town and I’m 36 weeks pregnant and the only one able to drive my car .

I dropped it off at 9:15am and explained my situation to the receptionist. She assured me it would be ready the same day, or I’d hear from them by 5pm.

By 4:50pm, I still hadn’t received an update. When I called, I was told the car needed a new reservoir and wouldn’t be ready until the next day. Despite knowing my circumstances, no one bothered to contact me earlier.

The following day I again heard nothing until I phoned at 5pm. I was told it would be ready in 10 minutes, which wasn’t realistic as I live out of town and would rely on public transport and they shut at 6pm. I collected it the next morning, only to find it was still not ready and it was also being cleaned.

I understand delays happen, but the lack of communication and consideration for my situation was very disappointing. A simple call earlier would have made a big difference, any business should be more considerate with their customers.

Excellent sales support and professional service from Alex at Newbury. Alex was knowledgeable, personable, and helpful in all aspects of the purchasing process. He made the whole business of part-exchanging and purchasing a new vehicle enjoyable, rather than a chore. Thank you.

Keep ringing me about a car I don’t have even though I told them 3 times. Incompetent fools

Group1 mos treats employees and takes advantage of the public. Horrible stores

Don't leave deposit as you wait for ever to get it back the customer service is so bad they tell you a load of old nonsense and still no money back I've had to go to my bank to get money back

Group 1 Ford Newbury.

Car advertised at £22,200. They knew I was coming in for a cash sale with no p/x. Began our negotiations after the test drive. Young sales lad clearly had no autonomy over the deal or the figures as he had to keep going to check with the sales manager. Absolutely obsessed with trying to flog me a used PCP deal when I repeatedly said not interested in any form of finance or borrowing at all.

Came out with a proposal sheet with the figures £20097. I asked for the £97 off and we would have a deal. Once again off he went to see the sales manager. Came back with a 'yes'. We shook hands. Going through the invoice one final time on the screen and up comes the figures...now £22,000. WTF!! No deal. He's flustered...goes away...comes back and says the original figures were for a different car and a different customer. Dear Lord!!

Obviously, the £2k discount was generous but not beyond the realms of possible, especially as they may have had a lot across the car or were near a target bonus. So I gave them some slack and offered £21600. They wouldn't accept it! Absolutely comical. A few days later, the same car is up for retail at £21,600!!

You have to ask yourself what did they bring the car in at? Where did they stand it at in the book? The lad claimed they only had £850 across the car so for me they were claiming it owed them £21,350 and would not let it go for £21,600...which is exactly where it is retailing now!! Absolutely farcical.

Apparently, it was the sales manager's last day. Hardly surprising if they manage their buying in like this. I really can't stand dealerships where the sales staff have no idea about stand in values, mark up and book prices. What's the point of scurrying off to a faceless person in another room? Not quite the Pendle system but pretty close to it.

Two days later I got the exact same car in a different colour from a local Ford dealer with less mileage for £21,200 down from a retail of £21,750. It owed them £20,450. They had £1,300 across it. Gave me £550 and kept £750. That's how you do deals folks!

Oh...and six days later, I still haven't got back my £199 'reservation' deposit.

I was told that I can drop the car off the day before first thing and that I after I collect someone will talk me through the car.

When I collected the car, I got the feeling that I was not welcome ( I am of man of colour, and I directly believe the service I got was due to that).

When i collected the car, I asked if someone could talk me through the car and mind you, there was at least two salespersons totally free and there was only one customer in the showroom and they were sitting down with an sales person.

The rude women at the service desk said that there is no chance of anyone helping me, even so there were two others free, and I was told on the phone that they will arrange this. They said no one can help me go through the car and told me to get whoever I got the car from to get on a video call and get them to show me in the most ruddiest tone ever.

I mean what type of service is that. I've bought cars from up north of the country and had them checked from the same car maker in south and the service has 5 star. To name one Audi Bexley, the service there was always good.

But regardless on were I got the car from VW Dartford is by far the worst dealership I have ever been to.

if you buy a car from there, I would be questioning their aftercare and if you bought a VW car from another dealership I would question how they treat you after, especially if you are a person of colour.

I gave a 1 star because there is a person working here who is called Jason Balley but changed his name to Jason Mcculloch and who is not the right person to be employed here. He cannot be trusted. You can check his credentials using bing search engine and search for Balley.

Booked my Range Rover Sport in for the replacement of the rear brake Linings - Pads/Shoes which had been pre-ordered. I also informed them of 2 waranty issues,
'Windows open' notification when clearly they are closed, which they needed to contact Land Rover Technical directly to resolve.
Leaking Windscreen washer bottle.
The vehicle was dropped off 08.30 on Tuesday 22nd April, I received a phone call later in the day to say they would need to keep the car overnight to complete the work. I phoned 3 times to ask for an update the next day 24th, I never received a call back.
I telephoned again at 17 40 to say I needed the car back as I had an appointment the next morning. I went to the dealership to collect my car only to find none of the work had been undertaken. I complained to the sevice manager at the time and asked why the brakes had not been replaced during the 2 days the car was with them, only to be told that brake replacement was couldn't be done because it was the last item on their list and they had to undertake all of the 3 jobs in one hit.
My sat on the premises for 2 days, had they undertaken the brakes replacement I could have re-booked for the warranty isues at a later date.
I drove home with the brakes warning light still illuminated.
I certainly would NOT recommend this dealership to anyone.

Ordered a VW ID4 and made payments requested the amount and time asked. This was November/December 2024. Now April 2025 received email asking for £2700 odd. Missed on the order and not asked for. Naturally we didn't know about this. It's not the kind of money you find at the back of the sofa. Have dealt with Group 1 for about 8 years. They have sold us our last car. We will be going els next time.

I strongly advise against purchasing from this company. I was sold a defective vehicle that began having issues on day one. If it weren’t for the warranty I purchased, I’d be in serious trouble right now. I bought a luxury car, but for the past two years, it has been nothing but constant problems, costing me money and time, and causing endless frustration. Dealing with this has been the worst experience I’ve ever had in any service-related industry. When I tried to file a complaint, the complaints department sent me a generic response, failed to properly investigate my issue, and didn’t even have the courtesy to call me. It’s no surprise their staff turnover is so high and they’re closing stores. I'm now trying to get help from Motor and Finance Ombudsman as someone needs to take responsibility.