FG Barnes Group Reviews 114

Awful service when dealing with an issue with a car bought from them that was less than 2 years old. We’ve received our car back today after they’ve had it for 7 weeks plus another 2 weeks in February where they failed to even find the fault and so sent us back out in a faulty car that unsurprisingly completely died again leaving me stranded with my children waiting for the RAC for a third time with the same problem. The staff are very apologetic and polite on the phone or in person but never call back when they say (lost count of how many time we’ve had to call and chase them up) and I have no trust in their ability to repair the problem so only time will tell if they managed it this time. An utter disappointment all round.

We had a fantastic experience with Ian and FG Barnes in Guildford, from the initial enquiries to the test driving through to purchasing the car. We told Ian we were nervous at test driving as we were getting a bigger car than we were used to, and he put us at ease. We didn’t feel rushed and he was relaxed and supportive throughout the test drive. He was professional and friendly without any of the negative connotations you can get when you think of a ‘car sales person’! The negotiating process was also easy, and we felt Calum, the sales manager was flexible and responsive to ensuring he met our needs, responding quickly and being open to negotiation. The day of collection Calum came over to introduce himself, and the car was wrapped under a sheet indoors with our name on; these things added a level above what we are used to and was a pleasant change and most unexpected! We would definitely buy from FG Barnes again; in fact, going to them first based purely on the service we received.

I went into F G Barnes at Guildford wanting to know what options I had to buy a Vauxhall car from the company. The service I received from Alex Bax was exceptional. He described all of my options, took me on 3 test drives and answered all of my questions. A very pleasant experience. Thank you!

Used them last year definitely recommend very good friendly service nothing too much trouble thanks Natalie

Appalling service, excuse after excuse.
Mananger unable to answer basic questions.
1. Why was the pre purchase condition report only given six weeks after purchase?
2, if I had been given pre purchase inspection report, I would not have bought this car.
3. Pre purchase inspection report, highlighted,
Front pads worn 85%!
Discs and front worn!
Wet belt cracked,!
This information should have been produced at point of purchase, not six weeks after,! Just as requested complaints procedure , over six weeks ago! Fobbed of with petty excuses.
I wanted a car for my son, that would be safe, hence going to a main dealer, however now knowing the facts of report, I feel this car is not safe for my son.
Waiting for senior management to reply, as manager incapable or unable to answer basic questions.

UPDATE: Impossible to get through - nobody answers phone. AI bot arranges callbacks that never happen. Two weeks of deliberate avoidance. Being forced to visit in person as only option. Appalling service. Avoid.
Damage during warranty repair 14-15 Jan. Called twice - transferred to service dept, no callback. Promised email to send photos - never received. Contacted via WhatsApp, promised callback - nothing. Multiple enquiries ignored. Two weeks without resolution. They're deliberately avoiding responsibility. Avoid

Called in the morning to confirm that a car advertised on autotrader & their website was in stock. Put on hold for a few mins whilst it was confirmed as in stock and I paid a decent deposit over the phone. Despite confirming I was buying the car outright, I had to go over the finance terms and conditions for 20 min as part of their policy . Confirmed a collection date in 5 days and job done . However received a call several hours later saying they sold the car to a dealer . Complete waste of everyone’s time and basic record keeping would have prevented this.

DONT USE THIS DEALERSHIP. I bought a Jaecoo7 from them, their garage had each tire blown up to 40PSI (without me realising this wasn't standard), and within 3 days I had a puncture. I went into the dealership to ask someone to look at it, as that's a crazy PSI...

I called and a rep called "Kenny" who I personally think was lying about his name, mouthed off down the phone saying that I should go somewhere else to fix it. When I said I'd come down to the dealership and warn people how bad the customer service was, he invited me to. I'll now make it my mission to make sure people don't use this specific dealership. I would not want anyone else to deal with complete inability to sort an issue that is caused by the poor capability of a dealerships attached garage.

Also, if Kenny actually is an employee, their phone system says that they record their calls. I'd suggest going through his calls because he's disgustingly disrespectful to customers.

Again, DO NOT USE. They're incapable; over saturated with sales and unresponsive the minute you walk out the door with the car

I took my Nissan Qashqai to the Guildford branch and spoke to Frazer in service dept. I cant express how helpful and pleasant he was to deal with. I would definitely intend to use them again and would recommend them for Service/Assistance as needed.

I took my Nissan Qashqai in today for a vehicle safety recall repair. The customer service from Fraser was excellent, making sure I had an office to work from whilst the work was being done. Slightly frustrating that a repair that was advertised to take an hour / 1.5 hours to be completed ended up taking 3 hours - but no drama, as I had what I needed to work in peace and quiet.

Dreadful administrative and customer support. My elderly mum leased an GWM Ora through them in 2024 - they didn't complete the paperwork properly so she is now being charged for substantial mileage that was on the car when she got it. To compound this original error (which the lease company confirms was down to them) they have refused to take responsibility or help correct their failure.

We purchased a Jaecoo from FG Barnes Guildford. Sadly i had small accident in the car and needed it to be inspected urgently. Fraser in the customer service department was excellent in making arrangements for the car to be looked at quickly and advising us on what step to take. Thanks for great prompt service Fraser and to your colleague in the servicing department. Fraser also took the time to answer some other questions we had about the car generally which was really helpful.

I purchased a distance sales car, and the customer service for purchasing the car was outstanding.
I can imagine in person they are just as amazing.
Thak you for a fantastic experience, and a good priced second hand car.

I purchased a VW Golf R from Calum earlier this year.
Firstly the service I received via phone calls was absolutely superb.
As I live 185 miles from Guildford regular contact to me from Calum was very important to me.
Calum met me at Guildford station where I then test drove the vehicle.
Car purchased with a four year warranty.
Arrived home to discover a few faults. Not covered by warranty.
I contacted Calum who looked into these faults for me and as I lived so far from Guildford he insisted that I took the vehicle to my nearest VW dealership.
This got arranged where VW did all of the jobs listed plus put new brake pads and discs and wiper blades that I did not expect. For which F. G. Barnes paid the costs of all the work required. Anyway to sum up.
I will insist on saying that F. G. Barnes went above and beyond to attend to the issues with my car.
I’m now more than happy and would recommend them at any time.
Thank you all at F. G. Barnes.

Mervin was 5* .however this is the second poor experience I've had. It's absolutely disgusting customer service from an established company who used to have fantastic reputation. One can tell from the reviews that this has gone downhill. The first time they kept my car for a week with no communication as to what was happening with it I had to ring repeatedly.
And recently I'd booked it in for a service and an MOT with the courtesy car so that I did not have to worry about people being able to pick me up and drop me off and what time it was ready, to turn up at 9:30 to be told there were no courtesy cars, that texts went out at 7:30.. to inform people and many people had rearranged.
Quite clearly I did not get a text I showed my phone there was no text, I did not get a text I did not get offered a lift home.
My husband had been taken into hospital a night before Mervin asked them to expediate my car and do it first there was somebody in having a "waiting service" and she had to hang about further because nobody was there at the allotted time to take her car in at 10 o'clock she was told her car was ready and I was told that mine would be next. Having inconvenience a friend to come and collect me we went for coffee and spent enough time out so that we could have gone back for the car to be told that they hadn't even looked at it yet and that they would ring me . three o'clock nobody had given me an update and I spent half an hour going round in circles on the stupid phone loop. Then I had to panic ringing around trying to find somebody to take me back to get it when I was ring at 4.15 saying it was ready .. absolutely disgusting
I was complaining to one young lad on the telephone and he just said nothing every complaint he didn't apologise he said nothing just silence and when I complained about his silence and asked him he had got a manager I could speak to he said yes and then hung up on me..
Once again when I did go to collect the vehicle Melvin was there. And I cannot thank him enough for his good customer service.
As to the rest I'm not sure whether I want to use the garage again..
I bought my car from them because in past I've had such wonderful service from them but you they got rid of all the good staff and try to go automated and then there's nothing there's just nothing there for people..
Dreadful . Lucky I gave three star even

This has been one of the most appalling customer experiences I have ever had.

The sales process was smooth, as you would expect. However, within two weeks of purchase, the vehicle developed serious faults. What followed has been over two years of chasing, delays, missed appointments, failed commitments, and being repeatedly passed between different departments, managers, and even multiple CEOs — all without a proper resolution.

I was repeatedly given assurances that matters would be resolved, only for nothing to happen. This happened over and over again. The reality has been endless excuses, shifting responsibility, and a complete lack of ownership. Communication has been inconsistent at best and deeply misleading at worst.

It is genuinely alarming how many different members of staff I have had to deal with during this time, yet still be left in this position. The emotional and financial stress caused by this situation has been substantial.

When a car develops major faults almost immediately, you expect a retailer to step up and take responsibility. That simply has not happened here. What should have been a straightforward issue has been allowed to drag on for years.

I would strongly caution anyone considering buying a vehicle from F G Barnes to think very carefully about how issues are handled once the sale is complete.

This location at Slyfield. Guildford is horrendous on customer services. I have been lied to, fobbed off, ganged up on and I will NEVER go near FGBarnes. They actually said.....'well it's your word against our word'. I'm not suggesting the customer is always right but when proof has been submitted and it is still denied is not forgivable

Thought I had found my ideal car, put hldin deposit on it, & went to test drive.
Car looked fine, however when I got in the seat belt was covered in mould and very wet, not just damp.
When I asked various car experts they said to avoid a car with mould like the plague. I cancelled the purchase but they still tried to reassure me it would come off with spraying & left to dry. However there would be water & mould in the seatbelt box, and they didn't offer to replace the box or high-steam clean it. So no go!
They seemed very nice, and were still polite after cancellation. had t ring & remind them to refund the reservation fee.
Very dissapointed!

Staff are absolutely amazing, so helpful and informative and kind. Couldn't do enough to help me. Very very reasonable price and the service they deliver is outstanding. Couldn't recommend them highly enough. Brought my car new in 2022 and have had a service every year and my first MOT and every experience has been above and beyond. Thank you all so much

Well where do i start, I had my first car from here 6 years ago and loved it a brand new vauxhall Crossland and the aftersales and the whole experience was amazing.
Fast forward 4 yrs and my car was due to be upgraded, again the sales team were very helpful in getting me a new car and I got another crossland because I was so impressed with the first one. What a mistake 3 months after getting the car it went wrong and then again 9 months later the same issue reoccurred and took 3 attempts to be fixed with my car in and out of the garage for a month, the service manage at this time was very helpful and got me a years warranty for piece of mind. Fast forward another year and low and behold another issue with the car, while the garage have been very helpful in doing all they can to part exchange my car for me it extremely frustrating that you cant get hold of anyone and im constantly chasing for an update or reply and things just dont get done when they say they will. I could quite easily go somewhere else but I am giving them a second chance having been with them for over 6 years but I sometimes wonder why