Ford Rental at John Grose is exceptionally well-rated by customers. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
Amazing service from Ryan at John grose The second time buying my car from him, he makes everything is easy all done online through email, then great service when collecting the car. Can’t recommend him enough! Thank you
I recently purchased a Jaecoo 7 and had the pleasure of dealing with Luca throughout the entire process. From start to finish, Luca was incredibly professional, knowledgeable, and genuinely helpful. He took the time to answer all my questions, explained every detail clearly, and made sure I was comfortable with each step of the purchase. His customer service was outstanding, no pressure, just honest advice and top-notch support. It’s rare to come across someone who clearly cares about their customers and goes the extra mile to ensure a great experience. If you're thinking of buying a car, I highly recommend speaking to Luca. Excellent service from a true professional!
Collected my new Peugeot 2008 GT Premium MHEV Auto. I'm in awe! & a huge thank you to Ben Seaton & Gary Page for their 100%+ Customer service throughout.
This is a challenging review, because I didn't get the car I ordered, but the company handled it really well. Probably more hassle than would be ideal, but I am happy with the car so far, and feel that the extras that were thrown in, to make up for the mistake, were very fair. I don't know what caused the error in the first place, so it is hard for me to comment on that.
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US
AVOID LIKE THE PLAGUE!! I had driven to the LOWESTOFT branch to buy a blue fiesta ecoboost 1.0 My initial experience on sale day was good and was promised the absolute world before I raised payment to them for the car. Then from there they do not want to know. I noticed on my test drive that the vehicle I had come to see had a CRACKED WINDSCREEN. I informed my sales assistant, LUKAN SQUIRES, of this matter who then promised it would be fixed and would not be visible. Therefore I agreed to purchase the vehicle under the promise that the crack in the windscreen would be completely fixed and not visible upon delivery. Upon delivery of the vehicle, the crack was still there. Bear In mind, Lukan had a whole week within this time to inform me this was the case. However decided to leave it until the day the vehicle was on my drive! I was told it had been fixed to the best it can be and that if it ever got bigger it could be replaced for free. I didn’t feel this was good enough and I didn’t appreciate the fact I hadn’t been told this until the very day it was on my drive. I paid for the car under the promise it wouldn’t be at all visible. John grose were clearly trying to pull a fast one and were hoping as a young girl I would accept this. Once I had spoken to Lukan, he told me he had spoken to his manager (JOHN PAYNE) and they had agreed to get someone to replace the screen. Why this couldn’t have been done to start with? God only knows!! I felt the inconvenience and stress the whole situation had caused myself wasnt necessary at all. Upon drop off of the vehicle, LUKAN had SPILT Starbucks COFFEE around the outer rim and inside door of the vehicle which he proceeded to wipe off with his hand.. I feel this was extremely unprofessional. LUKAN even had the audacity to hand me the empty up to put in my bin! Not only this, LUKAN FORGOT TO BRING MY VEHICLE DOCUMENTS / manual / service history etc. I emailed LUKAN regarding this who confirmed he had forgotten to bring them and had just put them in the post. (Monday 15th July.) Fast forward Saturday 20th July, I emailed him to query where these documents were as it had been a while and still hadn’t received them. He then confirmed they infact didn’t get posted on the Monday like what was said to me, and actually were posted in the second half of the week. This seemed rather dishonest as I was told they were posted Monday. I was also told the documents were posted first class, and then told by his manager it was infact second class. ANOTHER LIE. I then spoke to the after sales manager STEVEN SYRETT whereby every question I asked would get ignored and would choose to dance around it. It pushed me to the point of physical despair. The reason these documents were important is because when I was driving the vehicle at lower speed around corners / bends there was a nasty SQUEAKING SOUND coming from the drivers side front wheel area. It was making me extremely uneasy and upon review with my family it was confirmed there was an issue with the breaks and bearings. Not only this, but the rear PANEL above the number plate was extremely LOOSE causing a loud banging noise while driving. I informed John grose of this and attached videos, as I highly doubt they would have believed me without the proof considering how I had been treated so far. They agreed to get this rectified. I was provided a hire car and had to deal with the stress of this in the meantime. Not only this, I was sent the PREVIOUS OWNERS FULL DETAILS, name, address, phone number, policy numbers and breakdown certificates. I informed John grose of this who quite frankly couldn’t care less. I was told it had then been actioned in the company policy? I dread to think how many times this has happened before! John grose broke DPA laws and did not adhere to GDPR! Once the vehicle was repaired, I was offered a meal voucher to compensate for all the above stress and inconvenience. I was mortified by this offer, especially considering the price of the car. The compensation amount was less than 2% of the entire car!!! I decided to save myself the hassle and return the vehicle. SAVE YOURSELF TIME, YOUR HARD EARNED MONEY AND DIGNITY! AVOID THIS PLACE! They do not care about the customer, only a quick turn around!
Date of experience: August 6, 2024
First class buying experience with my new Ford Kuga. Extremely helpful salesman Jaques. Recommended 5*
Date of experience: August 6, 2024
US
Excellent experience from start to finish, all carried out in a jovial atmosphere Everything explained simply and in great detail, really happy with the service I received. First visit to order a new car and the second visit to collect it and all trouble free. Excellent.
Date of experience: July 31, 2024
Excellent experience from start to finish with Lukan. Being allowed a reasonably long unsupervised test drive was a big plus and allowed us to make an unpressurised decision. All the paperwork was sent digitally and was seamless meaning the pick up day was very smooth
Date of experience: July 28, 2024
We have bought vehicles from John Grose prior to this latest exchange and have always dealt with Ben. We have found him to be very thorough and considerate and would have no hesitation in recommending anyone to deal with him!
Date of experience: July 26, 2024
From start to finish Luca at John Grose dealt with all my questions and issues in getting a motability vehicle. He was extremely accommodating, professional, personable, and empathetic. He answered all my questions and made sure everything was set up, understood and ready to go. I felt I could ask anything or approach him with any concerns, and just walk into the dealership knowing everyone was welcome. Love my car and wouldn’t use anyone else going forward!
Date of experience: July 25, 2024
Excellent customer service, From walking into the showroom to meting up with the customer advisor. Alex is a credit to your company, When we picked up our car he went through all of the features which come with the Sportage. (Amazing car lovely to drive I must add) I've been down a couple of times since and Alex has sorted out our enquiries. Would highly recommend John Grose 👌
Date of experience: July 24, 2024
We have used John Grose in the past despite being that Some 70 miles away from where we live because of their prices & service. However, we have on this occasion because we become entitled to a Motability car we tried local dealers, unfortunately none of those could meet our expectations. (They could not arrange a test drive of any vehicle over the period of two months), however we spoke to the James Honeywood at John Gross via Phone, he arranged test drives in the models we were interested in and he achieved everything we could ever think of, he arranged test drives in three cars to make sure that my wife was actually comfortable with the ride of the vehicle. He was a professional thorough out, he wasn’t pushy he wasn’t into just selling a car, he was the concerned compassionate person you want to talk to and discuss what you need and he was great at his job. As I said before his extremely professional and he actually met our needs, the car was delivered early and when we came to arrange a handover date which involved a hoist it was actually on time waiting for us as we pulled in, which was lovely & reassuring to see.
Date of experience: July 22, 2024
