Group 1 Automotive UK

Poor communication. After dropping my car a 9AM for a service and diagnosis. I had to chase the team just before 5PM only to be told they could not contact the warranty company before 4PM and so they are closed so I need to bring my car in another day for the issues which my warranty need to look at. This was very poor service and even after that, no one contacted me for 2 days with an update. When I chased this up, I was told it’s Christmas and so few staff, but that should not be a customisers issue.

I had an appalling experience at Mercedes-Benz of Oxford. After booking a service and MOT online, my appointment was rescheduled without proper explanation, and I was left waiting for 8 hours on the day with no updates from staff. Receptionists were dismissive, unhelpful, and unprofessional. I approved work costing £713.52 via an email inspection but was later presented with an invoice of approx. £1400, including unapproved charges. Despite my objections, I was offered a small discount as a “gesture of goodwill,” which did not address the core issue. The invoice also contained errors, including incorrect mileage, outdated terms and conditions, and missing explanations for omitted work. Overall, the lack of communication, transparency, and professionalism from this dealership was shocking and far from what I expect from a premium brand.

Visited Goup 1 Jaguar Derby and spent the obligatory 2+ hours haggling to buy an F Pace. Their initial offer on the part exchange did not meet their on-line offer and we had do the “get up and walk out routine” in order to get close enough to agree a sale. We are then told that Inchcape Jaguar are now Group 1 and they cannot confirm any payments to them at the moment. So agreed to send a test payment and they will confirm receipt. Five days go by and we are waiting to send balance and collect car but no call back from Group 1. We text Group 1 and are advised they had actually received the test payment and we could “pop” them the balance. So if this is the standard of service before they have our money what is going to be like when we have paid the balance? I’m sitting here now reading Trustpilot comments on Group1 and having a re-think.

I went to VIP event in November and agreed to buy a new electric mini to replace my 2 year old one as it had a better range and was in negative equity on Finance. Waited ages to see salesman and then was not even shown car and rushed into so called amazing deal. Went home to think about it and then phoned up to agree to new car. Had seen finance agreement and knew monthly repayment. New car order from sent and told had to sign quickly (by 4pm) or deal would be off. Sent details of wrong car initially and no copy of finance. Signed deal and went to get new car on 1st December. In between communication was poor (salesman away for 2 day and no one else contacted me). Not told what to bring in for car exchange. New car pickup time moved twice due to IT errors. Went to pick up car, only to be told had £4000 to pay due to negative equity! This was not made clear when sold car. Both salesmen in the garage were rude, insulting and treated me like a stupid woman who didn't understand anything. I left and sat in my car while it charged. Twice they came out to car to try and persuade me to still have the car and they'd do a good deal on paying off £4000. They did not say sorry for misleading me. A week later I got documents to say I owned the car and had finance on it - I didn't. Eventually the Brand manager rang me to explain everything but at no point did the rude men apologise I would avoid at all costs!

I called in today at VW Macclesfield with a small query re my phone charger. JOSH was really helpful, sorted out the problem and gave me lots of info re the possibility of changing my car shortly. I will certainly go back to see him when I have decided.

There is a lot to be learnt here, not just from my experience with Group 1 VW Norwich, but based on Google reviews, that of other customers too. I can’t fault the pre sales experience - Kieran was incredibly responsive, keen to secure the car by virtue of a £500 deposit etc. After sales is somewhat disappointing - emailed Kieran over a week ago to cancel the reservation (no response), chased him and Graham a few days later (response to say it was processed last week, but miraculously within 30 minutes of my email the vehicle reappeared on the Group 1 website), chased both Kieran and Graham a few days after that (no response). A simple ‘we are working on, sorry for the delay’ would suffice to avoid leaving the customer in the dark… Still no refund despite escalating - proceed with caution if thinking about reserving a vehicle here.

Great service

Great experience work carried out with no issues hassle free process

The reason I’ve given four stars is because of the service I’ve received from the staff at Mercedes in Nottingham. They have all bent over backwards to accommodate us. The whole experience could have been a lot better and more care needs to be taken when a car is handed over. We have had several issues that could have been avoided if things had been done with more care and communication between Mercedes staff. The initial handover was nothing short of shocking. In fact we have had two handovers.. the car was underprepared for our initial collection. Work that had been agreed to be done hadn’t been completed. The car was not presented in the manner I would expect from Mercedes Benz. For example the car was parked against a showroom window which didn’t impress us much.. protective paper mats had been left on the drivers floor mat which I had to pick up and dispose of while on site. Paint chips on the bonnet had not been repaired. The car is a hybrid no attempt had been made to make sure that the ev battery had been charged and was completely flat..the five meter main charging cable was left on the boot floor and not packed away in its case. However once we arrived home we found that the case was ripped and had a broken zip and was unusable. The interior of the car had been valeted but not to a very high standard.We found a stained front passenger seat and ingrained mud and dirt on the rear seat backs and head restraints, which I cleaned off myself several days after collecting the car..the rear parcel shelf was covered in dirt and debris which initially I cleaned myself.. after consulting with Mercedes Nottingham the car was returned for the pre agreed work to be completed..the paint work on the bonnet,a fresh valet a replacement,ev cable storage bag, and some warranty work to the rear near side shock absorber. Which was found to have a fault after we complained about a noisy ride coming from the rear end of the vehicle. The car was collected from us and was with Mercedes for seven days. After five days I received a call from Mercedes telling me that my car was ready for us to collect for a second time. And a second handover was done a full week after the car was returned for the work to be carried out.The car was presented much better it had had a full valet and and we thought that all the work had been completed however we were wrong. When we drove the car we noticed that the rear end noise was still present.. we again contacted Mercedes and again told them we were not satisfied. After two days we were contacted by a manager and we were told that the pre arranged work hadn’t been done and the car shouldn’t be back with us!!! And had to come back to Mercedes again for the shock absorber to be replaced. The car was collected from us again and the work carried out within 24 hours and again returned to us.. We have had the car back three days and as of yet the car hasn’t been used so can’t comment on if the noise problem from the rear of the car had improved since the repairs made to the vehicle. Overall the purchase has not impressed us. The reason we purchased a hybrid is to see how electric driving suits us and if it is something we can benefit from as our annual mileage is under 5000 miles. And in a very short while we are considering purchasing a full electric car.. hopefully a Mercedes from Nottingham Mercedes.. but we will have to take into account the issues we have had with our current car. We have to be confident that our next purchase will be a lot smoother than the last one..

I have been trying to contact Inchcape Audi on 0333 130 0108 for the previous 3 days, spending 30 minutes on hold and not getting through. Today I have spent 3 hours on hold this morning. Why do they not answer the phone? I have a complaint regarding damage to my vehicle caused when with Audi which I raised with Stockport Audi, and on this number weeks ago and no one is contacting me. Edit - what a poor response I have sent 2 emails and still no one at Audi has been in contact with me.

The Staff at Inchcape were very polite, and I was treated with respect, felt as a customer, I was well looked after.

Great service and car cleaning thoroughly

My ‘while you wait’ service turned out to be 6hrs sat in the foyer. You told me to use the self check in which I did only to discover my keys sat there for 2.5hrs before anyone started looking at my vehicle. No one seemed that bothered other than to tell me I shouldn’t have used self check in !!

There isn't a great deal that this branch can do for me when it comes to assisting in the matter relating to the scratches following the delivery of this vehicle. The whole idea of myself paying extra for the delivery of this vehicle is because I am a busy person. Why should I take time out of my schedule to return to Nottingham to rectify damages on the vehicle that I wasn't aware of. It is disappointing to hear that none of my local branches are willing to step up and help either. This really puts me off maintaining subscription with the Lexus service plan. The rear wiper was also damaged which I had to replace as it was not clearing the rear windscreen properly thus causing visibility to be poor in the rear view. A paint pen/ wax polish was sent to help assist in the scratches on the outside but when it is wet or rains the scratches re appear. I am aware that this is a 8 year old vehicle. What I don't appreciate is not being informed about the huge scratches both externally and internally. A scruff mark here and there is fine but these are huge. None the less the cheekiness of this surprised me when the price increased by £700+ the day after I had enquired about the vehicle. This was quickly rectified by head office when I had mentioned it but sounded like a chore? It isn't what I would view to be great customer service from an after sales point of view. And still, I refuse to visit Nottingham spending money in fuel and taking time out of my schedule for something that was not mentioned at the point of sale and simply is not my fault. I am happy to visit a local branch as requested. Also, happy to take on any advice as to whether anything can be applied on these scratches to help get rid (NOT AT MY EXPENSE). I also, spoke to customer services who said each branch has their own complaints procedure and couldn't help me as the car wasn't on a finance agreement. Simply not interested.

This review is about Mercedes Southport. What was initially anticipated as a straightforward leasing process, similar to previous vehicles unfortunately turned an chaotic mess thanks to the finance department. After SEVEN versions, the paperwork was finally correct but not before we were told one of our directors was not a director, incorrect pricing (different prices on each version of the paperwork), asked to provide addresses for houses we had not lived in for decades and confirming our identity at least 4 times. Thankfully, our initial point of contact, John McEvoy, went above and beyond to rectify all the issues. He selflessly worked on his day off to deliver the necessary paperwork directly to us, eliminating the need for additional trips to the showroom. Thanks to his professionalism we finally completed and collected the vehicles. I can safely say if it wasn't for John, Asha and Lewis we would have cancelled the orders

Service on a Golf GTi ok but on checking the oil after the service the oil level was on the minimum and looked very black. I am waiting for a reply as to why the level was at minimum on release back to me. As to why it looks black, well who knows, my Honda always shows nice golden colour when back from its service. The car also received a MOT, the previous MOT showed 2 issues as advisories, these have not been repaired but not picked up on this test, also the rear brake caliper was siezed with a rust coated disc, this was also missed. Why do they disconnect the dash cam during a service? Competent people, make your own mind up. Update. Received the review reply but still waiting for the return phone call. January 11th now and never received any response as to why my oil level was at minimum after the service.

Excellent service with collection and return of vehicle. Service video supplied and all tests done and recorded. Recommendations were made for any issues noticed. Would highly recommend.

Did not deliver the car when promised. Did not fix the problem as promised. Have yet to reply to my emails. Spoke to other customers whilst i was waiting for my car who have the same problem and have done for months. Poor customer care poor communication. Would not recommend buying from them again. Very disappointing.

I recently purchased a car from Group 1 Mini Ipswich. Macey Hinton was a pleasure to deal with, as was her manager Adam. There was a slight issue on delivery, but this was dealt with and rectified immediately with no argument, which is refreshing to come across nowadays. The driver for this company Stu, who initially delivered my car and then collected it again and returned it to me was an absolute star and such a lovely man, a real asset to the company. He represents them well. I did have reservations about purchasing online, whilst being miles away, but I had nothing to worry about. Macey sent me all the videos and pictures I requested and answered any questions I had about the car. I would definitely consider returning to purchase my next car from Ipswich mini when the time comes. This is the customer service I would like to receive from all companies.

Not even worth one star. Had an issue with my car, no response or explanation from their dealer so used the customer complaints email address on their website that just keeps getting bounced back. Rang them up and was given another email address which had been ignored 3 times. Contacted citizens advice who advised me to contsct them again to show if tried everything before the ombudsman as my final option and told them to email me so I had an accurate return address to email back to. Still waiting