Group 1 Automotive UK

A Disgrace to the JLR Name – Incompetence and Dishonesty My experience with JLR has been nothing short of horrible and disappointing. The handling of my DPF filter issue was a complete failure. Instead of attempting a widely used industrial cleaning method, the technicians immediately insisted on replacing it. To make matters worse, during the replacement, around 20 bolts and clips were left out, resulting in shoddy, unprofessional workmanship. Loose wires, nuts, and other components were left unsecured. After getting my vehicle back, I noticed a strange rubbing noise that worsened with speed. Despite returning to JLR for help, they failed to diagnose or fix the issue. Instead, they claimed—without justification—that the exhaust system needed to be replaced, showing no accountability for their previous work. JLR technicians seem to charge customers for anything they want, knowing that the average person cannot verify whether a part has actually failed. This was evident with my timing chain issue, where they provided only a vague, low-quality monitor image—unrelated to my vehicle—as supposed “proof” that a replacement was necessary. Avoid JLR at all costs, especially the Staples Corner London and Watford locations. Consider this your warning!

If I could give a zero I would! I’ve never been so disappointed in such a recognised company. I wish I could say one positive example during this whole experience and sadly I can’t even say it’s concluded. My I-PACE has been in with jaguar since DECEMBER 2024. They are unable to resolve the battery issues and need further permission to complete work on it. I phone for weekly updates to be told that if I’m not happy with the service being provided I can collect the car. Knowing this is not feasibly possible with a 2.5tn non-starting electric car. When asked to escalate to a formal complaint I’m told this is done through manager who is away from desk and will call back…surprisingly I’m still waiting.

Excellent Customer Service, friendly and experienced staff. I was guided through the stages of my purchase and staff were quite patient explaining things to me. Overall an excellent experience!

After having a poor experience at Mercedes Liverpool, Henry at Mercedes Southport was a breath of fresh air. He was very professional and enthusiastic throughout and couldn't do more to help and answer any questions. I would recommend Mercedes Southport and Henry in particular to anyone.

We bought a Discovery Sport from the Landrover Chester dealership, as it was Landrover Approved. It then had complete engine failure within a week - what a disaster. Whilst the sales team have arranged to pick up the vehicle and promised to reimburse, we have had no support with the immense disruption this has caused our family, and are now suffering delays getting our cash back (and no one is getting back to us when we try to make contact).

I went to Group One in Borehamwood. This place is good for basic MOTs and will do it while you wait. As for fixing damaged vehicles: avoid. The quote was hugely inflated, for damage that didn't exist, and when I asked if they would reduce the scope of work (to what I had asked for originally) and review the quote, they told me no and to go somewhere else. I think £6k for a surface scratch is insane, but maybe rinsing people's car insurance is part of the business model here.

Visited Mercedes Stafford upon Avon to look at an approved used car. Paid the deposit and asked if I could pay the balance with credit cards. Was told yes at the time so happily arranged my own finances. Waited for almost two weeks but no one bothered to follow up and tell me anything about the paying off the balance. Had to chase two days before the delivery date but still nothing until the night before the delivery day. Got a call and an email saying I can pay with credit cards but no payment link was provided but was told the payment should be sorted by 11am on the next day. Radio silence for another morning and finally being told that I need to pay by bank transfer at around 1pm on the delivery day. Money stuck in my credit card account and obviously could not be transferred out in a day. Wasted two weeks and I asked for refund of my deposit, still waiting at the moment. If you want to receive professional services as you would expect from a main dealership, avoid this one.

I picked up my car from Jaguar Derby and was told the “reveal” wouldn’t happen as the car needed an MOT to comply with Group1 sale conditions. I therefore picked the car up from the forecourt and was sent on my way. On inspecting the car at home, the passenger door had a small scratch that wasn’t there pre MOT but worse, 3 tyres were significantly under inflated, the wipers were worn and the driver’s side wiper was actually split. The latter is an MOT failure. I was promised the “welcome pack” and replacement windscreen wipers. Nothing received to date. That level of service isn’t going to sit well with any generation of customers, no matter the rebranding.

Extremely agitated and angry that I turned up to the site at 3pm Saturday 8th February to pick up a cable for my daughters mini to find out that they close that department at 1pm on Saturdays and yet it is advertised on the website and the billboard on site that it is open until 17:00pm. I believe this goes against trading standards and feel cheated that it cost me fuel and time wasted for this trip unnecessarily.

bought a car from Audi Hyde, had a date set for pick up, only to find out it has to be moved after I've been pushed to come asap, few hours before travelling to pick it up and after needing to pay in full for the car, I have find our there is a fault in the car, after 2 weeks going back and forward and the dealer finding more faults, I have pull out of the dela and had BIG issues to get my money back. STAY AWAY, Will and Alec totally unhelpful people and totally ignorant as soon as you say I'm out. What dealer is putting a faulty car for sale and BTW, the car back for sale the day after I have pull out- still faulty

I booked 2 one hour test drives one on the Mach e and the other the explorer. When I got to the Ford showroom in slyfield Guildford I was told that person giving me the test drive was out. I waited for 15 minutes until 10.15 and went back to reception to find out that they had forgotten about me. When we eventually got in the car the hours test drive turned into 15 minutes. Really poor communication and customer service. If you want a Ford dealer go somewhere else.

Reading BMW purchased my car from me via the selling site; Motorway. Initially, everything was great, good communication, and the staff were polite and helpful. Once my car was collected, they are supposed to take the car out of my name and settle the existing finance agreement, all simple stuff you’d think for a car dealer. Apparently not…..they failed to take the car out of my name so I had to pay another months road tax at almost £60 (despite asking nine time, they still haven’t confirmed that the car has been taken out of my name). On top of that, they got the digits mixed up on the transfer to my finance company which meant they had been underpaid and the agreement had not been settled. To avoid another months interest, I settled the remaining balance myself. I’ve tried calling and emailing but to no avail. After waiting on hold for around 20 minutes, they then hung up on me. I also sent seven emails to sales staff (Matthew Worsley and Benn Rees) and the complaints team regarding my complaint before finally getting a response. A very pleasant lady form the complaints team called to apologise and confirm that my refund had been authorised. All I needed to do was fill in an electronic form and my refund would be sent. A week later, still no money and a further four unanswered emails have been sent. What a shocking service and looking at other reviews online, I’m far from the only one. 77% of their reviews on TrustPilot are 1 star, 41% on Autotrader are 1 star, google doesn’t seem much better either. Seriously, do yourself a favour, go and purchase your BMW from a reputable BMW dealership instead.

If you want after care service, don’t come here, especially if you have the misfortune of having to deal with Richard Weale You will get your emails ignored until he can be bothered to Reply to them they are happy to take your money when you buy a car If you need help afterwards because the car is absolutely riddled with faults don’t expect them to reply to you and on the occasion that they do don’t expect any help never again will I ever purchased from this garage if you want a computer says no attitude this is the place to go

From initial booking to service and collection the service from all staff was excellent. Thank you.

On what was obviously a busy day for the service team on 18th Feb, I can't fault them. Ash dealt with my paperwork, and took me to my car. The car was pristine inside and out. The health check video as usual was reassuring to watch. Well done to all involved at Mercedes - Benz Coventry, and thanks.

Group 1 Mini Borehamwood. It seems I was just another victim. I was given a verbal quote on the phone to replace my brake padsand when the bill came in, it was nearly double.after much toing and throwing the explanation was that they replaced brake discs as well which I never authorised. fortunately for me the call was recorded by the call centre. now waiting to hear whether they are going to refund my money for the unauthorised amount. I will take legal action if necessary.

Saw an almost new VW Touareg advertised on Auto Trader at Group 1 Volkswagen in Romford. Sent email via Auto Trader - no response. Followed up with direct phone call. Told no one in sales available, but that someone would call back. They didn’t! Very frustrating, so thought I’d check out on Trust Pilot. Very glad I did - seems like this group has major customer service issues…

I recently purchased a Mercedes-Benz EQB AMG 250 from Group 1 Automotive, and the entire experience was seamless from start to finish. Ciaran Cahill, my sales representative, went above and beyond to ensure everything was smooth and stress-free. His professionalism, knowledge, and attention to detail made the process enjoyable, and he was always available to answer any questions I had.

Excellent service. Very professional 👏

Excellent service from we arrive and during our car buying experience. Would love to go back again.