Sally at Chester dealership has recovered my review from poor. She has been super helpful, gone out of her way to make my life easier with the hiccups encountered with my repairs (3 attempts at fixin... See more
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Review summary
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Great team, welcoming, polite and knowledgeable. A nice and clean facility... JLRs £299 diagnostics test is way too expensive and surely should be part of the vehicle health check. As the engine lig... 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 company, took in Toyota Yaris Hybrid for a free battery check. Had a free coffee while I waited for 30 minutes. Engineer reported the battery was fine, just needed a full charge. If any pr... See more
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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
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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.
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
Customer Communication
I received an email from my local Porsche garage reminding me that my MoT is due soon. They have done this every year for this car, for the last 12 years.
So I phoned them to book the MoT. Apparently they won’t be doing any MOT’s for the next 9 months because the site is having a major refurbishment, and the lift that they use for the MOT’s isn’t available.
So I asked why had they sent me, and not doubt other customers, an email invitation for a service that they can’t currently provide. This was dismissed as just an automatically generated email, as if they don’t really count.
So I asked where are their customers going for MoT’s now. Guildford or Bournemouth was the reply, both about an hours drive, instead of 10 minutes.
Guildford Porsche Centre responded very quickly.
Bournemouth Porsche Centre acknowledged my request for an MoT on 30 June, with all the ‘we will be in touch shortly…..’ on the 9 July 2026 I still haven’t heard from them.
Porsche garages used to provide a premium service, admittedly at a premium price!
Maybe they are not interested in cars that require MoT’s, too old!
********************************
Having read the feedback, you have missed the point and waffled on about something else.
The point being that your process/system had failed when Porsche Centre Bournemouth acknowledged my request and then failed to contact me/ act on it.
The timing of your response is interesting, as it was minutes after my car had passed its MoT at an independent garage. My son phoned a friend on Monday and my car was tested first thing Wednesday morning.
30 June 2026
Unprompted review
Reply from Group 1 Automotive UK
Hello Mr Morrell,
Thank you for taking the time to share your feedback. We are sorry to hear of your disappointment and appreciate how frustrating this situation must have been.
We understand your concerns regarding receiving an MOT reminder only to discover that, due to our ongoing centre refurbishment, we are currently unable to offer MOT appointments currently. We also appreciate that being directed to alternative Porsche Centres significantly further away is inconvenient, particularly when you have been accustomed to using your local centre for many years.
Whilst the reminders are automated, we recognise that this does not lessen the frustration caused when the service promoted is temporarily unavailable. We also apologise if your concerns were not addressed with the level of care and understanding you expected.
Customer feedback is important to us, especially during periods of operational change, and we will ensure your comments are shared with the management team. If you would like to discuss your experience further, please contact us directly at tellusmore@group1auto.co.uk and we will be happy to review your concerns.
Great Service
I normally hate buying a car but I must say Group 1 made the experience laid back. They went out of their way to find a car that met my needs. The sales staff seemed relaxed and helpfull. The customer service was good. Would re-visit.
1 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Morning David
We're so glad to hear we made your car-buying experience laid back and positive! It's wonderful that our team could find the perfect car for you and provide helpful service. We appreciate your kind words and look forward to your next visit.
Kind Regards
Group 1 Automotive UK
Great service again from Bolton VW
Great service again from Bolton VW
Collecting my new car was a lovely experience
The car was in the delivery suite looking pristine
Always use this dealership
1 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Hi Jim
We're so happy to hear about your lovely experience collecting your new car and that it was pristine! We truly appreciate your continued loyalty to our dealership.
Kind Regards
Group 1 Automotive UK
Excellent customer service
Great service from Vernon who helped us with our new car purchase and made the whole process so simple.
4 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Morning Paul,
We're so glad to hear that your car purchase was a simple process for you. We appreciate your kind words regarding Vernon, and we'll pass this on so he is aware.
Enjoy your new car!
Kind Regards
Group 1 Automotive UK
Recently took my new Toyota back to…
Recently took my new Toyota back to have the Dashcam’s fitted and was welcomed by a young chap called Tyler who made me feel welcome. Tyler outlined the work schedule and timings and made sure I was comfortable. The work was carried out in a prompt fashion and to a very high standard. The thing that stood out was Tyler spending time to not only run through the new Dashcam settings and app, but also spent time going through some other key things on the car itself. Big, big thanks to Tyler, this is what customer service should be like.
29 June 2026
Unprompted review
Reply from Group 1 Automotive UK
S Griffin,
Thank you so much for sharing your fantastic experience. We're absolutely delighted to hear that our team member made you feel so welcome and comfortable during your visit.
It's wonderful to know that the dashcam fitting was carried out promptly and to a very high standard. We're especially pleased that our team member took the time to thoroughly explain the new dashcam settings and app, as well as other key features of your car. Providing that extra level of detail and ensuring you're fully comfortable with your vehicle is something we truly pride ourselves on. Your kind words about the customer service you received mean a great deal to us.
Group 1 Automotive UK
Bought an 11 month old car from them in…
Bought an 11 month old car from them in November which quickly developed brake issues range issues and various electronic issues. they have replaced the brake servo but this did not fix this issue and have failed to correct any other issues. I have requested a refund instead, as is my right under consumer rights, but they refused and said they'd need to speak to VW, now they do not answer the phone or reply to emails.
Edit in response to their response. the issue isn't just with the brakes, which I note you have completely ignored. you have my details and I have been promised numerous call backs that have never happened over the last two weeks, so please contact me. I'll email the address you have given, but don't expect any response as I'm still waiting on one from May and June.
3 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Thank you for your feedback. We're sorry to hear that you've experienced ongoing issues with your vehicle and that you feel your concerns have not been addressed satisfactorily.
We understand how frustrating it must be to experience repeated faults after purchasing a relatively new vehicle. Our team has worked to diagnose and repair the reported brake concern, including replacing the brake servo, but we appreciate that you are disappointed the issues have not yet been fully resolved.
We take all customer concerns seriously and would never intentionally ignore communications. We would welcome the opportunity to review your case, including the ongoing technical concerns and the status of your refund request, so that we can ensure it is being handled appropriately.
Please contact us directly at tellusmore@group1auto.co.uk with your vehicle registration and preferred contact information, and a member of our management team will investigate and respond as quickly as possible.
We value your business and hope to have the opportunity to resolve this matter for you.
Massive shout out to David Flynn who…
Massive shout out to David Flynn who assisted me with purchasing a brand new vehicle. He was clear with his communication and got the deal done fast. Top man !
27 June 2026
Unprompted review
Reply from Group 1 Automotive UK
Morning Richard
We're so pleased to hear that your experience purchasing a new vehicle was a positive one. It's wonderful to know that David provided clear communication and the process was efficient, in purchasing your new car!
Thank you for your custom, its really appreciated, enjoy your new vehicle and we very much look forward to seeing you in the future.
Kind Regards
Group 1 Automotive UK
Just don’t bother going near the Derby…
Just don’t bother going near the Derby store - incompetent - massive and I mean massive waste of time and energy
6 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Morning KAE,
We're sorry to hear about your frustrating experience at our Derby store. We are actively looking into this to prevent future occurrences.
Kind Regards
Group 1 Automotive UK
Had a problem with my wife’s car window…
Had a problem with my wife’s car window screen washer as it wasn’t working but the motor for the screen washer was running and plenty of screen wash in the bottle.
Chingford audi advised me that it needs a new motor and had it replaced.
A couple days later same issue not working
Returned to Chingford audi and again they got it working a week later again not working took it to an independent VAG specialist they inspected the motor that audi Chingford supplied and said to me no motor has been changed…😡..then the technician explained to me is
All that needed to be done is to remove the motor from the washer bottle and you will see a metal filter mesh that needed to be cleaned and then to clean the washer bottle and replace screen wash.
Chingford audi group 1 can you explain this to me as it’s now been a good few months now and the screen washer is now working with out any problems.??????
And why you have charged me a huge amount of money for something that you have not replaced………………..
4 July 2025
Unprompted review
Reply from Group 1 Automotive UK
Hello Akshay,
Thank you for taking the time to leave your review. We are sorry to hear about your experience and understand your frustration regarding the repeated issues with the washer system and the concerns you have raised about the work carried out.
We take allegations regarding repairs and charges very seriously. As we are unable to verify the details of your vehicle or the work completed through this platform, we would like the opportunity to investigate this matter thoroughly. Our records should clearly show the work performed, parts supplied and any recommendations made by our technicians.
Please contact our customer experience team directly at tellusmore@group1auto.co.uk with your vehicle registration and visit details so that we can review the history of the repair and address the concerns you have raised. We appreciate that this situation has caused disappointment, and we would welcome the chance to discuss it further and provide clarity.
Thank you for bringing this to our attention.
Ruislip branch
Had my mini serviced today at the Ruislip branch.
From the moment I arrived the service was excellent. I opted for the while you wait service and as it was such a lovely day I went for a wander. The car was done in 2hrs and purrs like a cat!!! Thanks everyone at Ruislip 👍
2 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Hello Isobel,
We're delighted to hear that you had such a positive experience at our Ruislip branch today! It's wonderful to know that the service was excellent from the moment you arrived and that your car was ready so quickly. We're so pleased to hear it's running perfectly. Thank you for your kind words!
Group 1 Automotive UK
Excellent experience at Exeter VW
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 my old Passat.
Collection day was a breeze - paperwork dealt with quickly and a very thorough walkthrough of the new car, before a long inaugural drive back to Surrey. Jon called a couple of days later to check I'd made it back okay, and to see if I had any questions. He and his colleagues were friendly, courteous and cheerful. The showroom had a positive vibe and I would recommend it to anyone looking for a VW, however far you have to travel!
26 June 2026
Unprompted review
Reply from Group 1 Automotive UK
Hello Richard,
We are so pleased to read about your excellent experience with us and your new ID7 Tourer. It is wonderful to know that the process was straightforward, and we appreciate you highlighting the smooth collection day and thorough walkthrough. We are also glad to hear that our follow-up call was helpful. Your kind words about our team's friendly and courteous approach, and the positive showroom vibe, truly mean a lot to us. We are grateful for your recommendation.
Group 1 Automotive UK
I am extremely disappointed with the…
I am extremely disappointed with the service I received from Volkswagen Chester. What should have been a simple replacement of a broken door handle turned into nearly two weeks of unnecessary stress, four separate 60-mile round trips, hours spent waiting at the dealership, and my car being returned to me damaged.
From the outset, communication and customer service were poor. At my initial appointment, I waited all day expecting the repair to be completed, after chasing this up I was told late in the afternoon that they didn’t have a replacement part in stock. Despite living 40 minutes away, I wasn’t offered a courtesy car or any alternative transport and was simply expected to leave my car overnight. I had no choice but to take the car home and make yet another 60-mile round trip.
Over the following days, I repeatedly had to chase for updates myself. I was told my car would be collected to save me another unnecessary journey however this never happened. Promised updates and callbacks never materialised and I was left doing all of the chasing. When I asked to speak to a manager about my complaint, I was simply told they were on holiday, with no alternative senior member of staff offered to help.
When the repair was finally completed, I discovered the paintwork on the new handle hadn’t been finished properly and there were fresh paint chips and damage to my door where the handle had been removed. An independent MOT technician noticed the poor workmanship immediately.
I reported the damage straight away and sent photographs, yet I was once again left chasing for updates. Emails went unanswered, phone calls had to be initiated by me, and there was no sense of urgency despite the dealership having damaged my vehicle. The most frustrating part was the complete lack of accountability. At no point did anyone apologise for the inconvenience, acknowledge the poor workmanship, or show any genuine concern about the amount of time, fuel and annual leave I had wasted because of their mistakes.
The attitude of the staff member dealing with my case was also extremely disappointing. On more than one occasion, she didn’t even greet me when I arrived and made me feel like I was an inconvenience rather than a customer. It made me feel unwelcome and dismissed.
I bought my Volkswagen because of the brand’s reputation for quality and customer service. Unfortunately, my experience with Volkswagen Chester has been the complete opposite. Communication was poor, customer care was virtually non-existent, and I was left feeling like I had to fight just to get basic updates on a problem they had created.
Returning a customer’s car in a worse condition than when they entrusted it to you is unacceptable. Failing to communicate, take ownership or even offer a sincere apology made the experience even worse. I sincerely hope nobody else has to experience this level of service. I even logged a complaint online with group 1 when it happened but nobody ever got back to me - they simply do not care. Would never buy a car from them or bring mine here again.
1 June 2026
Unprompted review
Reply from Group 1 Automotive UK
Hello Amy,
Thank you for taking the time to provide such detailed feedback. We are extremely sorry to read about your experience and to learn of the significant inconvenience and frustration this situation has caused.
It is clear from your comments that we fell well short of the standard of service you should expect from Volkswagen Chester. We understand your disappointment that what should have been a straightforward repair became a prolonged process involving multiple journeys, repeated delays, and the need for you to continually chase for updates.
We sincerely apologise for the lack of communication throughout your repair. Keeping customers informed at every stage is a fundamental part of good service, and it is disappointing to hear that promised callbacks, updates and collection arrangements were not fulfilled. We also recognise how frustrating it must have been to be unable to discuss your concerns with a member of the management team when you requested assistance.
Most concerning are your comments regarding the condition of your vehicle following the repair. Returning a customer's vehicle with defects to the replacement part and damage to the surrounding paintwork is unacceptable, and we fully appreciate your dissatisfaction at having to raise these concerns after the work had been completed. We are equally sorry that you felt there was a lack of ownership, urgency and empathy when you reported the issue.
We are disappointed to hear that your interactions with our team left you feeling unwelcome and that your concerns were not handled with the professionalism and care you deserved. This is not the level of customer experience we aim to deliver.
We would also like to apologise that your complaint submitted to Group 1 appears to have gone unanswered. We appreciate how this would have further undermined your confidence in us and reinforced the perception that your concerns were not being taken seriously.
Your feedback has been noted and will be shared with the dealership management team for review. While we understand that this experience has led you to lose confidence in our business, we appreciate you bringing these matters to our attention and giving us the opportunity to learn from them.
Group 1 Automotive UK
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