Purchased a secondhand Defender form there Sidcup branch. So impressed with sales rep Damion Wilmott that I took a train from Devon to Sidcup to look at vehicle. Vehicle was as suggested, despite AC g... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Really impressed with everyone at Toyota Maidstone They do look after there customers Got my car serviced and everyone from heather, Matt and Tyler Was very impressed with the personal video to... See more
Company replied
I just wanted to say a big thank you to Rubia for the great service. She was really friendly and easy to talk to, and made everything feel simple and relaxed rather than stressful. She took the t... See more
Company replied
Excellent experience buying a nearly-new ID7 Tourer from Group 1 Exeter. Jon Eastment made the process very straightforward - no hard sell on the extras and a part exchange deal I was happy with on m... See more
Company replied
Company details
Written by the company
Group 1 Automotive is an international automotive retailer group, with over 114 stores and 20 brands represented across the UK. Customer service is our number one priority, and our highly skilled teams are dedicated to providing our customers with excellent service at all times. If you are looking for a brand new or used car or van, we are here to make your purchase and ownership journey enjoyable and convenient. Our Aftersales care ensures complete peace of mind, with approved servicing, repairs and body work carried out by our expert team of technicians using only genuine parts.
Contact info
Group 1 Automotive, First Point, St Meonards Road, Allington, ME16 0LS, Maidstone, United Kingdom
- www.group1auto.co.uk
3.8
Great
21k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Worst customer service I have had in 34…
Worst customer service I have had in 34 years. You can not speak to anyone about a complaint. The Bolton VW dealership doesn’t return calls. We have been missold, lied to, and the car requires work under warranty and they don’t return calls.
I’ve raised 2 complaints via online forms and emailed direct to customer services with the complaint and not had a response. You can’t find a phone number to call other than the dealership.
I’ll be writing to the CEO and VW UK now.
1 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Hello Andy,
Thank you for taking the time to leave your feedback. We are very sorry to read about your experience and the concerns you have raised.
We appreciate how frustrating it must be to feel that your calls and complaints have not been responded to, particularly when you are experiencing issues with your vehicle and are seeking assistance under warranty. The level of service you describe is certainly not the experience we aim to provide.
We take allegations of mis-selling, poor communication and unresolved warranty concerns extremely seriously. We would like the opportunity to review your complaint thoroughly and understand what has occurred. If you have not already been contacted, please email your vehicle registration number and contact details to our Customer Experience team at complaints@group1auto.co.uk, quoting this review, so that the matter can be escalated and investigated by management.
We sincerely apologise for the frustration and disappointment caused and would welcome the opportunity to restore your confidence in us.
Highly recommend Claude
Highly recommend Claude. He was very professional and helpful. Excellent service by Audi Watford.
11 July 2026
Reply from Group 1 Automotive UK
Hey VS,
We're delighted to hear you had such a positive experience with us. It's wonderful to know that Claude provided professional and helpful service. We truly appreciate your kind words.
Kind Regards
Group 1 Automotive UK
Faultless service
You can book and confirm online, and use the self service check in. Quick and easy to use. Always somebody on hand to help.
Servicing faultless, love the inspection video they send you. Well worth the money. I wouldnt take my car anywhere else. Top notch.
13 July 2026
Reply from Group 1 Automotive UK
Hi Bev ,
We're so pleased to hear that our online booking and self-service check-in were quick and easy for you. It's wonderful that our team was always on hand to help and that you found our servicing faultless, especially the inspection video. Thank you for your kind words and for recommending us!
Kind Regards
Group 1 Automotive UK
my ancient polo repaired!
Took my ancient polo in for a very troublesome problem. It was diagnosed very quickly and repaired with no fuss. Staff were friendly, helpful and efficient, nothing was too much trouble. I'm thrilled.
13 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Hey Minty,
We're so pleased to hear that we could quickly diagnose and repair the problem with your vehicle without any fuss. It's wonderful to know our staff were friendly, helpful, and efficient, and that you're thrilled with the service.
Keep on rolling that Polo!
Kind Regards
Group 1 Automotive UK
I was very happy with the service I…
I was very happy with the service I received from all concerned with the servicing of my car. Thank you.
8 July 2026
Reply from Group 1 Automotive UK
Hi Susan
Thank you so much for your wonderful feedback! We are absolutely delighted to hear that you were very happy with the service you received from everyone involved in servicing your car. We truly appreciate you taking the time to share your positive experience with us.
Kind Regards
Group 1 Automotive UK
Reply from Group 1 Automotive UK
Hey Dora,
We're so glad to hear that you felt well-informed. Providing clear and helpful information is very important to us, and we appreciate your positive feedback.
Kind Regards
Group 1 Automotive UK
Waiting Appointment
Booked in for waiting appointment that seemed to run well to the time indicated. All work completed as discussed at time of booking and a clear explanation given on collection.
8 July 2026
Reply from Group 1 Automotive UK
Afternoon Stewart
We're delighted to hear your appointment ran smoothly and the work was completed as discussed. We appreciate your kind words about our clear explanations.
Kind Regards
Group 1 Automotive UK
Disgraceful sales service
Disgraceful service, twice I've placed a deposit on cars within Group 1 in the last 2 weeks with the second one having a finance proposal in place only to be told the cars are no longer available.
I will never deal with Group 1 again.Both Nottingham and Liverpool operate very questionable practices in my book. As soon as they think they can sell at a higher price elsewhere they pull the plug.
11 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Hi Stuart
Thank you for sharing your feedback, and we are sorry to hear about your frustrating experience. We understand how disappointing it must be to have deposits placed and finance proposals in place, only to be informed that the vehicles are no longer available. This is certainly not the impression we wish to create, and we sincerely apologise for the inconvenience and upset this has caused.
Kind Regards
Group 1 Automotive UK
ID 3 on their sire, but hiding information…
Was looking at an ID 3 on their sire and notices they had stuck a piece of black tape on the drivers display to hide the efficiency of the car. Looked at other cars at the dealer and every other VW EV (i didn't check non VW cars) had the drivers display either off or obscured. VW have a history of CO2 efficiency defeat devices and these dealers seem to think it's acceptable to hide information from prospective customers. Will certainly not be buying from a business that thinks hiding information is acceptable.
12 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Good Afternoon Mr Atkinson,
We appreciate you taking the time to share your observations regarding the display on the ID.3 and other EV models. We are looking into this matter to understand why the displays were presented in that manner and to ensure transparency for all prospective customers. Your feedback is valuable as we continuously strive to improve our customer experience.
If you would like to discuss this further, please contact us directly at tellusmore@group1auto.co.uk with your full name, contact details, and any reference numbers so we can review the situation with the senior management team.
Kind Regards
Group 1 Automotive UK
Great service from beginning to end
Great service from the staff, and also with Audi Hatfield dealing with my cars servicing needs!
I wouldn't hesitate visiting for any issues I had.
10 July 2026
Reply from Group 1 Automotive UK
Thank you for your review! We're thrilled to hear about your positive experience with our staff and Audi Hatfield. We always strive to provide top-notch service for our customers. See you soon for any of your car servicing needs! Kind Regards, Group 1 Automotive
Reply from Group 1 Automotive UK
Hi Mel. We're thrilled to hear that your experience with us was first-class from start to finish. We pride ourselves on delivering exceptional service every time. Thank you for choosing us! Kind Regards, Group 1 Automotive
Relentless sales manager
Relentless sales manager, intent on getting you to take out finance even though you can pay cash!! They get paid by Black Horse for doing this. Read all paper work thoroughly before signing as we were presented either incorrect details on more than one occasion.
8 July 2026
Reply from Group 1 Automotive UK
Hi, thank you for taking the time to leave a review. We are sorry to hear that you were dissatisfied with your experience.
We understand your concerns regarding the finance options discussed during your purchase journey. Our teams are committed to presenting customers with all available purchasing options, including both finance and cash purchases, so that they can make an informed decision based on their individual circumstances. However, we appreciate that you felt the approach taken did not meet your expectations.
We are also concerned to learn of your comments regarding the accuracy of the documentation presented to you. Ensuring all paperwork is clear, accurate and fully explained is an important part of the sales process, and we regret any confusion or frustration caused.
We would welcome the opportunity to review your experience further. Please send us an email to tellusmore@group1auto.co.uk with your contact details and the dealership you visited so that the management team can investigate your concerns.
Outstanding Performance and…
Outstanding Performance and efficiency.i had a sit and wait service nice environment and the time waiting flew past the refreshments and fresh fruit cakes and biscuits were quality. Ellie was he person looking after my service appointment was exceptional a real gem for the business.
10 July 2026
Reply from Group 1 Automotive UK
Hi Darren. Thank you for the amazing review! We're thrilled to hear you had an outstanding experience at our business. Our team takes great pride in providing efficient service and creating a comfortable environment for our customers. We'll be sure to pass along your kind words to Ellie, she truly is a gem on our team. We hope to see you back soon! Kind Regards, Group 1 Automotive
A worthless parts warranty
10 months ago Group 1 Swindon fitted a new clutch in my VW Golf. That clutch has now failed - it is still within warranty. When I tried to book the car in I was told that the first step was a dignostic test and none were available until October, in three months time. I can't, of course, get by for three months without a car so I have part exchanged it (at a poor price). A three month wait is absurd under any circumstances. In my case it meant that the parts warranty is effectively worthless. At the very least Group 1 should warn clients of this possibility.
2 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Hello James,
Thank you for taking the time to share your feedback. We are sorry to learn of your experience and appreciate your frustration.
We recognise how inconvenient it must have been to experience a clutch concern within the warranty period and then be advised of a delay in diagnostic availability. We fully understand that being without a vehicle for an extended period is not practical and can significantly impact day-to-day life.
Whilst warranty repairs are subject to inspection and diagnosis before any warranty claim can be assessed, we appreciate that the wait time you encountered did not meet your expectations. We are particularly sorry to learn that this ultimately influenced your decision to part exchange the vehicle.
We take all customer feedback seriously and would welcome the opportunity to review the circumstances surrounding your case in more detail. If you would be willing to contact us directly at tellusmore@group1auto.co.uk with your vehicle registration and preferred contact details, a member of our management team will investigate the matter and discuss your concerns further.
Excellent service
Excellent service from Usmann at VW Bolton. Very professional, friendly and helpful.
10 July 2026
Reply from Group 1 Automotive UK
Hi Caroline
We're glad you enjoyed your experience with us. We appreciate your kind words about Usmann and his professional and helpful service. We'll pass on the comments so he is fully aware.
Kind Regards
Group 1 Automotive UK
Quoted £210/hour for inspection
I am extremely disappointed with my experience at BMW Norwich.
I took my car in for an inspection on 28 May, and I was told that there were no faults apart from a washer repair. The repair cost quoted by BMW was very high, so I decided to have that work carried out by a local garage instead.
I returned for another inspection on 9 July, and this time I was told that my 2025-registered car had significant issues, including claims that paintwork had been carried out previously. This was very surprising and concerning for such a new vehicle.
The day before the inspection, a warning message appeared on my dashboard stating "Driver restraint system restricted." I reported this to BMW as it is clearly a serious safety-related issue. However, instead of investigating it under warranty, I was told that the vehicle showed signs of previous work, including tape being found and components allegedly being tampered with. I have never had any such work carried out on the vehicle.
I was then quoted over £210 per hour simply to investigate the fault, with an estimated four hours of diagnostic work. On top of that, I was told that my warranty had been voided, despite the car being practically new.
This is not the level of service I expect from an authorised BMW dealership. A fault relating to the driver restraint system is a potential health and safety issue and should be taken seriously. Instead, I felt my concerns were dismissed, and I was left facing excessive diagnostic charges and questions about my warranty without satisfactory evidence or explanation.
Overall, this has been a very disappointing experience. I expected professionalism, transparency, and support from an authorised BMW service centre, but unfortunately, I received the opposite.
9 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Hello Shivam,
Thank you for taking the time to share your experience. We are sorry to learn of your disappointment and appreciate the concerns you have raised.
We understand how concerning it must have been to receive conflicting information regarding the condition of your vehicle, particularly given its age and the warning message relating to the driver restraint system. We also appreciate your frustration regarding the proposed diagnostic charges and the discussions surrounding warranty coverage.
At BMW Norwich, we aim to provide clear, transparent advice based on the findings available at the time of inspection. However, we recognise that, in your case, the outcome of your visits has left you feeling unsupported and dissatisfied, which is not the experience we strive to deliver.
As we take concerns regarding vehicle safety, diagnostics and warranty assessments very seriously, we would welcome the opportunity to review the circumstances of your case in greater detail.
If you would be willing to contact us directly at tellusmore@group1auto.co.uk with your vehicle registration and contact details, a member of our management team will investigate the matter and discuss your concerns with you.
Thank you again for bringing this to our attention.
If Group 1 were the last car dealer in the world, I'd buy a bus pass...
My experience with Group 1 was worse than terrible. I would strongly recommend finding a good independent dealer instead.
Following my dealings with Group 1, I was left with no car after rejecting it at the point of collection due to previously undeclared damage. What should have been an exciting 21st birthday was completely spoiled.
To make matters worse, I was left with a £6,000 finance agreement in my name because Group 1 were not in a position to settle it promptly with Black Horse. As a result, my credit rating was negatively affected, as I was understandably unwilling to make payments on a vehicle that I neither owned nor took possession of.
It took Group 1 three weeks to return my deposit and an astonishing two months to settle the outstanding finance with Black Horse. During that period, I remained liable for finance on a vehicle that had been rejected and may well have even been sold to another poor soul.
The entire experience caused a huge amount of unnecessary stress and hassle. I would not purchase a vehicle from Group 1 again.
You will find more detail in my complaint submitted to Group 1 below (As yet no response 5 weeks after submission);
Possibly the worst car-buying experience I’ve ever had. Whilst Nigel was helpful, he was let down significantly by the company’s product and processes. My complaint has several elements, ultimately resulting in a ruined 21st birthday surprise for my daughter and damage to my credit rating. First, the volume of correspondence was excessive, 55 emails to purchase a car. I recently bought a house with less communication. Second, the condition of the car at collection was unacceptable. I expected normal wear and tear (minor chips, marks, and minor kerbed wheels) but also expected it to be clean and accurately represented. Instead, the car had: Damage to the rear bumper and a scuff on the rear corner - A significant dent in the passenger door - A badly marked bonnet, as though it had been sanded with a 120 grit sanding pad! - Dirty outside, and stained seats inside None of this was evident in the video provided, which was poor in quality and lacked any mention of these issues. I was also told the fuel tank would be filled if I completed the purchase before month-end but it was running on fumes (Which is a bad show at the best of times!). I refused the car at collection via Connor, who appeared equally embarrassed. It also seemed the car had been kept in the showroom overnight to allow last-minute cosmetic work 'to dry'. The refund process was equally frustrating. Despite promptly providing the V5, it took weeks to return my £3,999 deposit, despite being told it would be refunded the same day. Finally, the £6,000 paid via Black Horse finance remains outstanding. As I do not have the vehicle, I will not make payments, and this situation is now impacting my credit rating. Black Horse have chased you a number of times for payment now... I have worked in sales for over 35 years - We don't always get things right, I totally get that. But it’s how a company deals with a problem is how you will be judged. I expect this matter to be resolved urgently.
I ended up buying a car from a fantastic independent dealer who could not be more helpful. The car was very well presented, but the garage owner apologised for its appearance as it had rained overnight leaving a dusty layer. The dealer insisted any imperfections were dealt with before collection and the car machine polished. Same car, year, similar mileage and price but an entirely different buying experience from a business that takes pride in what they do - I'll buy there again.
26 April 2026
Unprompted review
Reply from Group 1 Automotive UK
Hello Paul,
Thank you for taking the time to share your feedback. We are extremely sorry to read about your experience and the disappointment caused.
We fully appreciate how upsetting it must have been for what should have been a special occasion for your daughter's 21st birthday to instead result in the rejection of the vehicle at collection.
We also understand the frustration and stress caused by the delays in processing the refund of your deposit and settling the associated finance agreement.
At Group 1 Automotive, we strive to ensure that vehicles are presented accurately and to a high standard, and we are disappointed to learn that the condition of the vehicle did not meet your expectations on arrival. We also recognise your concerns regarding communication, the time taken to resolve matters following the rejection, and the impact this had on you.
Whilst we cannot discuss the specifics of your case in a public forum, we take comments of this nature very seriously. The experience you describe is not representative of the level of service we aim to provide, and we sincerely apologise for the frustration and inconvenience caused.
We would welcome the opportunity to review your concerns further. Please contact our Customer Services team at customerservices@group1auto.co.uk, quoting your vehicle registration number and review details, and a member of the team will be happy to investigate and discuss the matter with you directly.
We understand that this situation has left you with a poor impression of our business, and we regret that we were unable to deliver the positive customer experience you rightly expected. Your feedback has been shared with the relevant management team for review.
Audi Cheshire Oaks poor sales team service
Audi Cheshire Oaks: very poor sales team service. Messed around with backtracking over things said at several points during the process of trying to by a used car from them. After several phone calls and trying to rearrange things on my side to fit in with their processes I was then told they couldn’t sell me the car as someone had just come in and bought it, this despite being told earlier that day that the car had been put on hold so no one else bought it whilst we were discussing arrangements for purchasing it. Very unhappy. Do not recommend.
9 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Good Morning,
We're sorry to hear about your very disappointing experience with the sales team and the issues you encountered while trying to purchase a used car. This is certainly not the standard of service we aim to provide, and we take your feedback very seriously. Your comments have been shared with the relevant management team for immediate review and action.
Kind Regards
Group 1 Automotive UK
Mercedes of Hertford.
Mercedes of Hertford.
What a fantastic experience!
Simon in sales was outstanding, nothing was too much effort.
Had a small warranty issue which was handled brilliantly by Liam Gallagher in service...super quick and efficient, most grateful for the help.
Cannot recommend this dealership enough.
8 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Afternoon Trevor
We're so pleased to hear about your fantastic experience! It's wonderful that Simon and Liam on our sales and service teams provided such outstanding and efficient support. We truly appreciate your high recommendation.
Kind Regards
Group 1 Automotive UK
Untrustworthy9
These people are rude, and untrustworthy. They continually try to evade their Kia 7 year warranty obligations. Their charges are astronomical. The worst aspect is their 'Aftersales' manager who is hired only to get you of their hands as soon as possible. 'Smarmy' so you dont notice it for a while. Much better service at JCB in Northfleet.
9 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Hi Mrs Draper,
We're sorry to hear about your negative experience. It's clear we did not meet your expectations regarding warranty obligations and service charges. We understand your frustration, and we sincerely regret any perception of rudeness or untrustworthiness, especially concerning our aftersales team. We are committed to improving our service.
Kind Regards
Group 1 Automotive UK
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.