Group 1 Automotive UK

They target their sales people with a number of new and used cars a month. If the sales rep has met their quota for one of them they would rather you walk away

Very poor communication - do not reply to telephone calls or emails. Charged for something we did not want, but unable to remove from invoice, and still waiting for over a week for promised refund. Car and accessories ordered beginning of Sept'24, car delivered mid Jan'25, but without (paid for) mats - still waiting

Pollen filter wasn’t fitted and left on my passenger seat. Was told it was the old one and to throw it away. It wasn’t the old one. Which meant for the next few months I was driving around with dirty air coming into my car. Eventually this was rectified in December but I still had to lay money for this. Outrageous. Poor service from Daniel too.

All the staff were great today! Very friendly, saw me straight away for a problem I had, nothing was too much. The problem was sorted immediately. Complimentary hot choc and chocolates and biscuits whilst you wait was a bonus! Liz was fantastic at her job, welcomed us straight away and had a huge smile our whole experience. Julie was absolutely great, she sorted me out!

Complaints process is an absolute joke. Had an issue with misdiagnosis and got no where with the dealership management so submitted a formal complaint to Group 1. After over a month they just came back and said that the management didn't want to "revisit" the issue and that was their final response. Surely the point of a complaint is to investigate the circumstances not just accept what the Management say! Of course they didn't want to revisit it as they were responsible for the problem.

I saw a car online before Christmas and was able to place a £199 reservation fee on it. I was then emailed amd told it had been sold the day before - strange they hadn’t updated the website. I was told I would be refunded. More than a month later, no refund was forthcoming and no replies to my emails and no one answer the phone. I tried sales, service, everything. In the end, I spoke to a helpful lady and she was able to refund me but why was it so difficult? I get the impression they hope you won’t chase it. Based on this experience, I am unlikely to ever buy a car from this company and, sorry to say, cannot recommend them and would say “avoid”. I hate saying that as the lady was perfectly helpful and did the refund straight away - as I remarked to her “it takes a woman”. She was very professional and didn’t get drawn on my comment!

Appalling customer experience with the Guildford Jaguar branch, as per the posting below. Ever since Group 1 took over, you can see customer service is not a priority. Took my F Pace in 8 weeks ago for a problem with the rear offiside passenger door. Problem was identified and to be dealt with under the new car warranty. I was told new part would be ordered, and would only take half-an-hour to fix and replace, with expectancy all to be done by very early December. Despite putting 2 complaints in writing about the delay, absolutely no one has responded to me. Terrible customer service, which makes you completely distrust anything they service or do with your car. Obviously too many brands under Group 1 ownership, and their attention to customers is non-existent. Sadly, the Jaguar brand is already on the way downhill anyway with their CEO criticising existing Jaguar owners and it’s heritage in pursuit of some ‘woke’ new market. Fortunately, when I come to look at a new car, the new range of “Barbie" lookalike Jaguars will not be on any choice list, so will be able to choose a car where both the car and the after-service will be better and more respectful of their customers. Update on 31 January 2025 - Group 1 have just posted a reply to my post. They have suggested I write to their complaints department about the issue. Hah!!! If that wasn’t so pathetic, it would be funny. I had already written a complaint to them about 2 weeks ago, but received absolutely no response. Also complained again yesterday on the phone, and the person on the phone promised that the Group 1 Jaguar servicing at Guildford would get back to me within 24 hours. So far nothing - might be a very long wait!!!

This has been the worst experience I have ever had with a Company. My I-pace was returned to their Jaguar Guildford branch with a Warranty issue with the battery. That was over four months ago. Since then they refuse to return my calls or emails. Even the complaints department aren’t willing to return my emails. They won’t tell me if or when they will fix it; let me have a courtesy car or help out in any way. I really don’t think they should be able to treat people like this..

This company is really bad in communicating with customers. I was supposed to buy a used BMW from their Reading centre. The sales communicted me that my approvals are done by BMW finance and I can collect the car on January 10th 2025. They even took £8,000 as advance from me and then on 9th January 2025 they called me say that BMW finance needs more documents from me and they can't deliver the car now. Post giving the documents they started slowing the process and eventually I had to pull out from the deal. They made me chase them for my refund and took 10 days to refund. Don't believe on them. Lesson learnt about them: Their sales rep is always available on call till the time deal is finalised They wake a day before delivery to raise concerns and took all advance what they needed Their sales ia never available on calls once deal is closed/halted/cancelled to help you in getting your refund Never deal with them both Group1 and BMW

The service I receive is second to none .always happy ,very friendly staff ,nothing is too much . Absolutely recommend them ,but you dont have to believe me , go see for yourself

Recently purchased a car from salesman James. Very professional and friendly. Would recommend to friends and family.

The short version is AVOID AVOID!!!! They were bad when Inchcape. They are worse now. I left my car with you on the 9th January for work to be completed on a recall (code N642). As usual I had to call them later in the day as no one called me with a progress update (as requested). I was then told that actually the steering rack was being replaced due a bolt being sheared off and had been dropped into the rack on removal! That didn't make too much sense to me so I really would have welcomed a more detailed and coherent explanation. None was forthcoming. The car had to stay overnight and could not be collected. Next day, same thing, no phone call. I called late on about 3.30pm, couldn't get to speak to anyone so someone called me back after I left a message and told me the car was ready for collection. How long it had been ready for collection I do not know. Firstly, I was told also that a health check was being conducted on the car and video'd. This was not done. This is not the first time they have not 'fully completed' what they set out to do on the work profile. Last year I brought my car in to have a simple ad-blu top up. I took the car home after the supposed top up only to get a warning light come on for fluid!!! I could have been left stranded when I made every effort to prevent this by doing the responsible thing and asking the dealer to top up for me. They hadn't put a drop in it! I did this again late last year making it clear I wanted the full top up but the tank wasn't full. I did pay for this by the way. This brings me general unease and a lack of confidence in your dealership and general ability. When I went to collect my car, after the recall, the reception was absolutely appalling. They seem to be keen on a 'no speak no welcome' policy which I hate. It was late Friday - about 4.30pm and the person that 'was looking after me' had gone. I used the check out facility but it told me the car wasn't ready. So I wondered around - and around and around, with people generally ignoring me at their desks or looking at me like I was from Mars. What is wrong with these people? I did actually have to be pushy and ask why people were looking at me like this rather than asking me if they could help me?!! Ignorant beyond words. Eventually someone dealt with me and asked ME if there was anything to pay! I assumed not. No one seemed to know. There was no paperwork with the handover to even say I'd had the work done, nor did I have a full breakdown of what had been completed on my car - which to be honest with you I'd quite like to know thank you! I need reassurance that the work has actually been completed and what has been completed and why they felt they needed to replace a steering rack, and what the warranty is on that actual part? I also wanted some documentation. I got nothing. The gent on the desk said it would be emailed but so far I've had nothing which isn't a surprise..... In the past I have used mostly Williams in Manchester, but its a bit of a trek from where I live, the service is exceptional though. I am dismayed at Group1 dealership which appears to be as shoddy as ever, with its no speak no welcome policy, its all very robotic and impersonal. When I got in the car for some reason it was not put back to how they found it. A 4WD program was left selected, the seats not in their correct position (they only have to press a memory button for heavens sake!) - is that really how stuff should be left? And car mats were just chucked on the back seat which left debris on my near on (my immaculate) pale leather seats!!!! The car was then left for a week due bad weather but then when it went in to an independent a week later for the rear brakes and oil service the ABS light was on and when I mentioned the steering rack they said some items looked 'back to front' and were not happy with me taking the car away!!!! I have complained again and written to the CEO again (who just ignores me). UPDATE: After taking the car to an independent to have routine brakes and discs fitted plus service, and after being called to say ABS light was coming on and actually bolts were missing off the steering rack AND wires were wrapped around some sort of moving part. Photos were supplied - terrible! So they have not finished the job and now the car is stuck in limp mode. They cannot understand why you are upset and put the phone down on you if you complain, get agitated etc but how are you supposed to feel when all you can do is speak to a girl who keeps saying 'I don't know...' because the manager won't take accountability and deal with people. AVOID!!! They left me with an unsafe vehicle!

VW Swindon - sadly I would not recommend this dealership. Annoyed that I didn’t purchase from my local dealership, as I could now travel face to face to sort out the issues I am experiencing. I purchased a VW Touareg for £49k, there are unresolved warranty issues some 6 months later! The sales manager simply fobs you off, their after sales care is non existent. Never again will I purchase from VW Swindon.

Just thought I’d share this with everyone, great job this morning pleasant and helpful service from Emily Harding , very prompt indeed, vehicle in and out super fast and young Pacey the other service advisor kindly organised my travel to get home amd collect early today excellent service all round thank you guys 😃

Perfect timing. Great service. Friendly staff.

Having returned my Defender on many occasions as the problem was never resolved, A1 JLR Watford seems so busy they have lost all aspects of customer service. I took my Defender back to Watford 6 times, 20 miles each way! They resolved the issues in December, A new DPF filter! Only to return the car with two missing wheel nuts and locking nut! I only noticed this 4 weeks later! So putting my life at risk!!

A big thanks to all the staff I met at this dealership but particularly to Charlotte who made my purchasing journey such a very enjoyable experience. The dealership feels like a premium space & the service I have received (so far) has certainly been premium, professional, friendly, helpful & efficient. Many thanks.

The whole team at Lexus Derby were very welcoming and helpful, in particular Roger, who has gone above and beyond in helping me purchase my car. My nearest dealership is Nottingham, but I found the staff to be quite rude, unhelpful and definitely not interested in selling me a car...hence my visit to the Derby dealership!!

Very quickly booked in - staff were friendly - issue sorted without fuss Sam is a very pleasant guy

Sharon and Helen looked after me while my car has been serviced. Excellent job 👍