Robinsons Motor Group Reviews 

Visited recently with a view to changing our car. Our last 3 cars have been VWs each lasted 10+ years, so v satisfied customers. We had great assistance from Jack (and his manager), Jack especially showing great patience on our test drives and with our general uncertainty with changing from diesel estates after 35 years😏.
Thank you Jack

Made appointment 2 weeks ago for a sos that keeps popping up on my dash was told that their is a recall so made appointment and with no costs. Went in today and again disappointed very disappointed. Now its going to cost than got to get new tyres. Can not pay it and unfortunately I have to mouths left on PCP . I am trying to give the car back and getting lots lots of difficulties. I gave been a customer for over 15 years and from this BS COVID19 HAVE HAD NO ENDS OF PROBLEMS FROM THIS PLACE BIG TIME . TECHNOLOGY IS THE PROBLEM AND USED AS A TOOL AS IM NOT TEC GOOD. COST OF LIVEING MY GOD . I WILL NEVER GO BACK TO THIS PLACE AGAIN AND JUST WANT TO GIVE BACK THE CAR .

Very happy with the service I received when buying my car room VW Norwich, Kerian Munro was very helpful, not pushy at all (I walk away when other car salesman start that), There was no pressure to take the add one, but given time to think about things, even though, the car had to be sourced from away, when the car arrived I still had the option to walk away, if I wasn’t happy. Thank you Kieran, great service.

I had my car in for a full service in less than a week I am showered with texts emails and calls that my brake fluid needs doing. I live 45 minutes away, where is the joined up thinking come on you can be better than that.

Having previously had to write an extremely negative review I thought it was only right to share the positive feedback to.

I had an engine light fault show up and it was booked in today to be checked over. Our service advisor Duncan in the Heigham street Norwich branch was everything you would expect for customer service, he was polite, smiley, helpful and professional in every way. Thank you Duncan it was very much appreciated after our previous experience. You are an absolute asset to VW Norwich

I went to look at a car at the Lowestoft garage.
The salesman Luke Smith was brilliant. He demonstrated the car and it features. There was no pressure from him. Went for a test drive and liked it,
so purchased it. Would definitely recommend this company.
Jeremy Garrod.

Took my car in for a service today. Received a text message saying it would be ready for collection at 4pm. I arrived and duly paid the not insignificant bill, got the key and went to my car. Thought I'd better check to make sure my service book had been stamped and filled in which it hadn't. Went back into reception get this sorted and my service book was filled in by a member of staff. I returned to my car and went to start it and the inspection due warning message appeared. I returned to the reception and told them this. They apologised and took my key to get this sorted. I jokingly remarked "I guess it has been serviced"? A few minutes later the chap returned rather embarrassed to inform me that it hadn't been serviced as it wouldn't fit on any of their ramps. Admittedly my car has been lowered a little and has a body kit fitted but it has never been a problem to my local independent garage. We then had to go through the rigmarole of refunding the service cost. And to top it all I've noticed a small dent in the passenger door.
With a main VW dealership you would expect their tracking systems to be spot on but if I hadn't checked the service book I'd have been none the wiser.
A total waste of time and a dented door to boot.
Draw your own conclusions.

Our visit to Robinsons VW of Pakefield was enhanced by the friendly professionalism of Steve, who went out of his way to provide us with an unpressurised demonstration of both the ID3 & ID5. We left fully conversant with all our options, and felt we had been listened to with an understanding of our driving needs.

Purchased an Audi from Robinsons Motor Group in Lowestoft 2 years. The process went seamlessly. However, their after sales service is shocking. They are completely disinterested once they have secured the deal. I have had two separate experiences of having to continually chase for a response to my queries.

Saw an advert for a new and apparently available Polo GTI at VW Norwich. On closer inspection the photos aligned to the advert showed a vehicle with 2000 miles on the clock and when I phoned up was told it was a ‘stock’ photo and that the car was sold anyway.
The salesman stated that they had another one in transit with a very similar spec so I agreed to pay a £500 deposit to secure the car.
Thereafter, and despite several emails and phone calls in the subsequent weeks I have been unable to elicit any kind of response from the salesman or the (so called) customer service team at VW Norwich to get a progress update on the status of the car as well as the answers to a few basic spec questions.
I rang (yet again) last week only for the salesman in question to pick up the phone directly so he had to talk to me. His excuse for not responding to emails and calls was that he was ‘busy’.
Highly unprofessional and non-customer centric experience I cancelled the order immediately (although, unsurprisingly, am still waiting for my deposit to be refunded) and went to Cameron’s in Perth, a local dealer to me, where I have secured a great deal on a new, pre-registered Golf R. The service from Simon at their dealership has been as excellent as the service from VW Norwich has been dreadful. Would not recommend this dealership.

Bought my golf 8 months ago. Had to change my tyres today only to find the locking nut in my car is for a bmw! Trying to get hold of Volkswagen Ipswich. Not impressed.

Took our 2019 VW Caravelle in for an engine light (exhaust sensor). They had to order a part from Germany. Said it would take 2 weeks and booked us in. Cancelled a day before and pushed the fix out by another month. Heavily overpriced for parts and labour. When finally fixed, a day later the light came on, again. Charged for another diagnostic - a different problem this time. Lots of mansplaining. Approached a very reputable non-VW local garage who said we were being way over charged. Fixed for 1/5 of the cost; helpful (not patronising to a woman), and value for money. We will never use VW Robinson Peterborough ever again.

Overpriced, incompetent fitters. Put my car in for service & mot, left it until 4.00pm before contacting me to tell me the brake pads were quite worn & said they wouldn’t carry out it’s mot. Brake tests on an mot is carried out on breaking capacity, not because they were 70% worn, they obviously don’t know what they are doing, very poor service & won’t be using them again, hate to think how many people have been sucked in by their b/s.

VW Lowestoft I purchase VW polo r line in July 2022 from Paul. He delivered the polo to hull. I need purchase again but the part exchange price seems well under market value.

DON’T BUY A USED VW CAR FROM THIS DEALERSHIP!!
My wife purchased this white VW Golf from the Robinson’s Norwich dealership, Heigham Street on 13th January 2016 for the price of £8,990. At that time, it had done 41184 miles. The car was originally registered on 31st January 2013 – so the car was only about 3 years old with only one previous owner. Subsequently, initial servicing was at this dealership until we decided to use a more local garage to carry out any ongoing maintenance – mainly because it would save travelling 25 miles each way.
The car was coming up to needing a new MOT at the end of January 23 – so we asked our local garage to put it through the test. Before doing so they identified a significant area of rust showing on the rear driver’s side sill, underneath and on top. They suggested that this was coming from inside the body and due to the location and extent of it would cause it to fail an MOT. They suggested that as the car was still within the VW’s general bodywork warranty (see VW Warranty terms and condition on their website) that we should requested it be repaired by our original dealership.
We duly contacted Robinson’s by telephone and met initially with a degree of scepticism that any bodywork repairs would be covered by the 12-year warranty – even before seeing the car and they also pointing out that the cost just to assess it would be £144. Never-the less we decided to go ahead with the inspection because it is so clear that something had clearly failed.
In the meantime, we took photographs of the failed area of bodywork (rear drivers side sill underneath & on top) but also discovered rust coming through on the top of the sill (where the paint has blown); on the rear wheel arch and along a seal on the upper part of the tailgate (covered by the 5th door).
The car was duly inspected on Wednesday 4th January by Robinsons when we were advised that work under the warranty could not be undertaken because several areas to the rear of the car looked as though they had historically been repainted with very slightly thicker paint which was non factory paint. In fact, the photos sent to us by the dealership of the different paint thicknesses, indicate varying paint levels in different positions on the car. In an email to us dated 4/1/2023, they stated ‘The average number is between 90-110, unfortunately it looks as if at some point the rear quarter panels and doors have possibly been sprayed before the car had been sold to us. We are uncertain if anything has been replaced however, there is evidence of non-factory paint’.
They also confirmed that the ‘repaint’ had taken place before we purchased the car – but they had been unable to confirm exactly when this occurred.
This ‘so called’ quality car was sold to us in January 2016, allegedly by a reputable dealership – not a back street auto trader. We assumed we would be getting a solid car from a manufacturer with a proven track record that we could rely on. Had we had prior knowledge about any previous bodywork not being covered by the warrantee, we would not have purchased the car.
In our view, Robinsons (Norwich) have taken an unreasonable stance about the necessary work being outside of the parameters of the warranty. They have deliberately sought to find a reason why the necessary works should not be carried out under the VW warranty – rather than acknowledging that something has genuinely failed which should not have done.
So we say again – don’t buy a second hand VW from this dealership!

I have given them one star because you cannot give them none; if I could I would have given them minus three! Service desk is a bit of a misnomer, except there is a desk.
I have been a regular customer since 1991 having leased ten golfs and now an id3 and the service has always been excellent. However, since it has no longer been a family run business and bought by Group 1 it appears customer service has lost its meaning in the the Service Department, borne out by other frustrated reviewers.
Towards the end of September having various warning lights coming on including one that immobilised the car I visited the service desk to book it in taking a list of all the problems I had experienced. The ‘Service Advisor’ was not interested in my list and said the earliest she could book it in to check the car was 27th October because being a Motability customer I required an automatic courtesy car.
Received a text the day before reminding me I was booked in and on the morning another text saying I could start my booking in online. Arrived at the desk and after having gone through the booking in procedure was asked if I wanted a manual or automatic car, said must have automatic and she then says they haven’t got one because the one I was supposed to have is still with the previous customer as their car is not ready! They must have known this the day before but did not contact me.
She was now a bit more interested in my problem list and as I understood there are software issues on the id3s and there is a software update, why can’t that be done? She agreed and they would need the car for 2 to 3 days the earliest she could book with an automatic car was 21st November!

Received a text on the 20th reminding me I was booked in for a service and on the morning another text saying I could start my booking in online. Arrived at the desk only to be told it was their fault and my car was not booked in on the system despite me showing her the two texts saying I was which she could not explain! I wasn’t convinced I was being told the truth.
Car now booked in for 19th December for 3 days and they will come and collect my car leaving me with an automatic courtesy car. This is now THREE MONTHS since I originally went in!
At this point in time I have no great expectations it will happen.

No doubt Georgia will respond to this with her standard reply “I am sorry to see we have let you down in this way. Your experience is being reviewed by our management team and our team will be reminded on how to meet our customers’ expectations”, except they never seem to learn.

One of the worst companies I've had the misfortune of dealing with. Purchased a second hand car from them 13 months ago. After 3 months the car had to go back as it had an issue, turns out the battery had died already. I was charged for this and then also told 2 of the tyres needed changing. I complained at the time that I only bought the car 3 months earlier but was told the warranty wouldn't cover it. At a later date I was then informed the warranty did cover it so was reimbursed (this took a lot of chasing by me as it seemed staff were either on holiday or leaving). When the tyres were changed, I was then told the other 2 also needed changing. After a year I took it back for a service and MOT. 1 month later I received marketing material in the post saying I need to get the Cambelt replaced. Why they didn't tell me this at the service I do not know. I am then quoted 3 different figures for the Cambelt replacement. I've decided to go elsewhere from now on as the poor service and lack of communication between staff has been extremely poor. On top of this I've always had to chase them for updates during these past issues and was never proactively contacted by them. Will never go back.

I misunderstood an indicator on the dashboard. Instead of explaining it to me unnecessary service and check were carried out and charged at full rate when there was absolutely nothing wrong with my car. It paid me £199.

I booked a 2nd year service with Robinson skoda in March they said take a few hours because they give a 5 star service for £225 guess what they spent under 40 mins on it they can't deny as my dash cam recorded it who pays £225 for an oil change and a quick check. They gave me 2 advisories one was air con service which would have cosy £120most places around the city charge £65 also told me front tyre getting worn will need replacing soon at cost of £120 I checked at a reputable tyre company they said few more 1000 miles left in tyre and would be 68 for a mid range replacement..... 🤬SO i leave you all who read this make your own judgement also read my review because electric window switch fell apart after 6months very low miles done because we're in covid lock down they said not covered by manufacturers warranty they charged for the switch but not the labour as goodwill. Their goodwill is a joke.it got an engine management light problem.middle of 2022... Covered by manufactures warranty they at first wanted to charge £60 until I complained they said it was a mistake on paperwork when they collected car for repair also the manager said on the phone dashcam must be disconnected before they fix.... So all you people beware if booking car servicing with Robinson skoda

I took a chance on a used car, bought online, unseen for delivery to SW England from Group 1 Assured /Robinsons in Norwich.
The experience was very positive. I was very happy with the service that I received from Sean Lott, he took care of all paperwork & transportation.
Car arrived via their local courier & was exactly as described. So far I am very happy with my purchase & very happy with my experience.