Group 1 Automotive UK Reviews 

I am very disappointed with the level of customer service I have received.

I was told by the customer service adviser that I would receive a call or quotation for the tyres and service plan, but I received neither a call nor an email. As a result, I had to check the options myself and arrange the tyres through a third party.

I also left a message asking to be contacted once the work was completed so I could arrange collection of the car, but again, I received no call or update. I have had to repeatedly chase the matter myself.

Unfortunately, whenever I visit or contact you, I am told that someone will look after it, but there appears to be very little actual follow-up or care.

This level of communication and customer service is extremely disappointing. I would appreciate it if someone could take ownership of my case, contact me promptly, and provide a clear update rather than leaving me to chase everything myself.

I hope this can be addressed properly and that the level of customer service improves going forward.

Sold me a car in a month. Then took a year, ten chased contacts and a complaint to Toyota GB to put right what went wrong with it.

I bought a Toyota Aygo from Group 1 Toyota Derby in August 2025. No single thing below is unforgivable on its own. It is the pattern, and the sheer effort it took to be heard, that other buyers should see.

THE DELIVERY

Deposit paid 24 August 2025, delivery confirmed for 28 August before 12pm. The car arrived on 25 September. Four weeks late, waiting on a part, and every update came because I chased for it.

On the day I was told 1pm, then the driver rang to say 3:30pm. I called the dealership to check and nobody picked up.

There was no handover and no walkthrough. The driver took photographs, had me sign two forms, and left. He then mentioned the tyre pressure warning light had come on during the journey. He had contacted the dealership about it, nobody there could tell him how to reset it, so he found the answer on YouTube himself. They knew that light was on before the car reached me. They did not tell me. I only found out because I rang to complain about the delay and pushed for an explanation.

The car also came with no owner's manual, a MyToyota app that would not connect, and nothing about the 12 months of breakdown cover I was promised at the sale. While all of that was still unresolved, their admin team sent me five requests in six days to e-sign more paperwork.

THE OFFER, AND WHAT IT TOOK TO CLAIM IT

Credit where it is due: two senior managers apologised properly and put a goodwill package in writing on 25 September 2025, including two annual services at my local Toyota at their expense. I accepted. Both of those managers then left the company.

A year later, with the service due, claiming that written offer took this:

15 July: service enquiry through their website. Automated reply only.
17 July: formal complaint through their website. Automated reply only.
Mid-July: one of their team rang me, heard the whole story, said he would pass it on. Nothing came back.
23 July: email to the Centre Principal. No reply.
27 July: phone call. Their receptionist was the first person there to actually help me.
31 July: email with them copied in. No reply.
4 August: I was told the Centre Principal had never received any of my emails, because the address I had been given for him was wrong. I resent everything and asked for confirmation by 7 August. No reply.
10 August: I gave up on them and complained to Toyota GB instead.
14 August: Toyota GB agreed to chase them and advised me to escalate to head office.
19 August: my local dealer was emailing a manager who had left months earlier. I had to be the one to tell him.
20 August: one sentence finally arrived confirming they would pay. Eight days before my deadline.

Five weeks. Ten separate attempts. To make a company honour something it had put in writing itself.

THE PART THAT STILL BOTHERS ME

The Centre Principal never replied to me once. Four emails and repeated phone calls across five weeks, and the only thing I ever received from him was an out of office. Another manager's mailbox had been full since July, so those emails simply bounced back.

WOULD I BUY HERE AGAIN? NO.

They are excellent at selling you a car. When something goes wrong, they will apologise beautifully, promise compensation in writing, and then leave you to chase it alone for a year. Buying a car should not require a case file, a complaint to the manufacturer and the threat of the Motor Ombudsman.

Harry Feeney Toyota in Blackpool, who actually carried out the service, were helpful and straightforward throughout and deserve none of this.

They knew my car was going to fail the MOT (the technician said it in the video they send you) but called me down to collect it anyway and surprisingly, guess what? It had failed it's MOT.

So instead of prioritising my car on the Saturday, they thought it was excellent customer service to leave me without my car throughout the entire Bank Holiday and got it fixed by Tuesday.

The service guys didn't ask me which type of tyres I needed either so now I'm stuck with two cheap tyres that they stung me £80 each for.

The motor trade is so bad, that it doesn't matter if you take it to an independent place of these stealerships, you'll get ripped off either way, both with your time and money.

Excellent service at this Lexus delaership

I booked a service appointment online with Group 1 Toyota North Nottingham on 28 August at around 13:00 for a service on 1 September. I received their check-in request email on 30 August, completed everything in advance, and dropped my car off at 08:00 on 1 September as planned. I had taken a day off specifically for this.

After waiting about 30 minutes, the agent told me they could not find any booking request. I showed them my email confirmation, but they said they were fully booked and unable to help. They could not offer me any service timeslot for the rest of the week. I was also told that my online booking was “just AI” and not a real confirmation, which is very concerning given I received an email confirmation and completed all pre-check-in steps.

The agent themselves was polite and professional, and I’m happy with their attitude. However, I’m not satisfied with the overall arrangement and how the online booking system appears to work. If you book online, I’d strongly recommend calling to confirm, because it seems the system does not guarantee an actual appointment.

Service department advised that some of the work my car was booked in for wasn't needed. Very impressed by their honesty and customer service.

Great service, Very helpful staff. We had a brilliant experience.

I recently booked my car in to the Southend branch as there was an issue with the windscreen washers. This issue was resolved and another issue was also repaired following a ‘health check ‘ whilst my car was in. All the work was carried out under warranty which was part of my service plan.
Customer care was outstanding. Abigail kept me regularly informed of what was happening and ensured the necessary work was carried out efficiently. I am exceptionally pleased with the outcome of my visit and will now have my car serviced there in future.,

Excellent dealership. Work done quickly and efficiently

Thank you so much Samantha

I am very happy with the service and with the vehicle — everything has been smooth since collection, and it has absolutely met my expectations in terms of comfort and performance.

It was a pleasure dealing with you and the team at Mercedes-Benz Cheshire Oaks. Your professionalism and attention to detail from start to finish made the whole experience enjoyable.

Thank you again for your excellent service.

Kind regards,
Saf Travels VIP Ltd

Group 1 - Slyfield, Guildford - Booked car in to have a tyre changed thought it safer to use Group 1 as this is where we bought the car and they would know about the wheel sensors. We were given an appointment 4 weeks time at 12.30. My husband checked they could get the tyre we wanted and the confirmed yes the tyre place was just across the road from them. Two days before the appointment they sent us an email to confirm we were still taking the car in, we confirmed by telephone as their oline confirmation didn't make sense. On the day my husband telephoned confirmed it was still ok they said it was. When my husband took the car in they told him there was an hour and a half wait and they had still to get the tyre. My husband told them to forget it he wasn't waiting, what was the point of the booking. They reminded him the car was due a service in September, I don;t think we will be taking it to them.

I disliked the lack of communication. Very difficult to get to speak to the team who serviced the vehicle. “Option this, option that” and what I did dislike the most was that sometimes you’re put through to a main call centre only to be connected to the same “option this, option that” number. A number which almost never gets answered.
However, whoever washed my car did a splendid job.

Really happy with the service from Group 1. They did an excellent job servicing my car and were very professional

Caring staff who try their best to find the right solution.

I experienced a parking malfunction issue that was resolved on the same day at no extra charge.

Alex our service representative who was over and above with communication regarding vehicle. She is very professional in her role.

Quick, efficient and friendly. We sat and waited whilst our service was done and then our car was cleaned. The waiting area is pleasant and endless tea and coffee available. 10/10