Group 1 Automotive UK Reviews 

Customer service and efficient execution of servie

Gemma did a great job of explaining the work done on my vehicles ADBlue system. Thanks Gemma and the team for getting me back on the road.

Very helpful and dealt with all my issues

Easy and excellent

Excellent

Very happy with everything from A-Z

The deal was to include 2 years free service, not initially included during the collection of the vehicle
Now I'm begging for the manager to include it

My review of this company went live on 21st.July, within hours I received a reply from them asking me to contact them. I have sent them my details three times still no contact from them. It is now a week since my review I am
thinking they are as bad as the Chester Dealership all words no action. Please think twice before you buy.

Great service fantastic people and the best prices.

I Purchased a used Q5 from Group 1 in Chingford, the car was more or less as described apart from a small dent and chip on the passenger side door which I didn't spot. Although a pain to get to for me (my choice to buy a car from here) they quickly resolved the issue by fixing the damage with no fuss and I would like to single out Aftab for his excellent comms and customer relation skills.
It could be argued that they should have made the repair before putting on sale but they 'owned' the problem and sorted it quickly.

I entrusted my Sportage to Group 1 Kia Maidstone for a routine service, expecting professional workmanship and attention to detail. Unfortunately, my experience left me with serious concerns.
After the service, I discovered that the engine splash shield had been left unsecured and with missing fixings, despite the service requiring its removal to access the oil filter and drain plug. The service report also stated that an underbody check had been completed and passed, yet the vehicle was returned to me in this condition. There was also white grease on the splash shield and oil contamination around the sump area.
The technician was quick to identify worn front brake discs as a safety issue, but apparently failed to notice that the engine splash shield had not been properly refitted. As a result, I did not feel the vehicle was safe to drive.
I provided the dealership with photographs and video evidence and raised a formal complaint. While they agreed, as a goodwill gesture, to supply replacement fixings (which after 9 days, finally arrived today - but were not all of the fixings required), they have not accepted responsibility and have not satisfactorily explained how the vehicle passed its underbody inspection before being released.
For me, this is not about the cost of a few plastic press studs and bolts (which I purchased this afternoon). It is about the standard of workmanship, quality control and customer safety. I expect a main dealer to return a vehicle in a safe condition and to take accountability when concerns are raised.
Sadly, this experience has left me with little confidence in the servicing standards at Group 1 Kia Maidstone, and I cannot recommend them based on my experience.

Excellent service from the staff. I was greeted with a warm welcome and Sian the staff member at Toyota Derby was helpful and managed to get my MOT done quickly as I did not have a waiting appointment, which I was very grateful for.

Excellent service from VW Southend

Problem reported was investigated and solved. Great job! Assistance provided by the consultant Mr Huges was very good. Everything went within the promised dates.

Last August, I found the car I really wanted, so I forked out nearly £20k for the car which declared it was perfect, 47k miles and came with full service history. £700 for the RAC warranty for extra peace of mind.

4 weeks in to ownership, the coolant pipe split having rubbed on the battery box. Breakdown guy immediately said "this has been in a minor collision" - Group One fixed the car no questions asked. I asked for the service history and was told it was online. Only the first three services were on there so it was missing about 6 years worth of history. This situation was resolved very quickly and all involved were amazing. The car received a service on the 4wd box just to be sure it was up to date. No complaints up to now.

Fast forward to May and a feint grinding noise coming from the rear. Took to Group One who advised Rear Differential needs replacing, but a change of oil may have an impact. Paid £127 for the oil change to be done only to be told it still needs replacing (I have received many raised eyebrows about this oil change and how it is a total waste of money if the part has failed). Was advised that it couldn't be done at that branch because they don't have the correct tools and would need to be done at a VW garage. To keep it within Group One, the nearest VW branch was about 1 hour away. I was also advised that it should be covered under warranty.
Took the car to this branch of Group One. Got a call within 1 working day saying "Rear Diff needs replacing, we have submitted a claim to RAC, but we will only use new VW parts and they want to use refurbished/reconditioned parts. They also wanted to know why the other Group One didn't do it "anyg branch of Group One can do it". Called RAC who advised it clearly states this in their T&C's so Group One advised they can't proceed and to collect the car.

A comment made by one of the two branches said "This is quite a common fault on these cars". When I asked why I wasn't told about it, the comment back was "well, you wouldn't have bought the car". This, so far, had taken almost 3 weeks up. The car then spent a further 5 weeks at another garage being fixed, partially being held up by a "token claim" for a fictious labour time made on the warranty by Group One for the rear diff.

I called Group One head office during the time it was in their dealers and was advised it was "wear and tear" - this is not wear and tear, the part has failed at least 50k miles too early. Since this call, I have sent emails, letters and called:

11/6 e-mailed - NO REPLY

6/7 letter sent to head office, delivered 9/7 1053 - NO REPLY

9/7 - email with copy of letter - NO REPLY

9/7 - called - was assured a call back - NO REPLY

10/7 - email asking for update - NO REPLY

10/7 - called - "I will catch up with you next week" - NO REPLY

17/7 - email asking what is going on - NO REPLY

18/7 - email asking for update -NO REPLY

A case has been opened with the Ombudsman as Group One have failed to stick to their own promises made on their website 1. Stating they carry out "multi point assessment on used cars" 2. "we will endeavour to resolve your complaint within 5 business days." - but they have been given ample opportunity to sort this out. No doubt now, a generic comment will be made on this review by group one saying "please contact us and tell us more information." Before you do that, please read the letters and emails you have received from me - it is all in there, including my contact details.

The RAC warranty has paid out for about two thirds of the claim, the rest of the amount (around £970) I had to pay myself. All because of a part failing that shouldn't have failed. So far, I am about £1200-£1300 out of pocket.

The car went to Group One to be fixed, but they clearly didn't want to do the job at either place - and they clearly don't know enough about the warranties they sell with used cars. Had they actually known what the warranty covers, they could have said right at the very beginning "sorry, we won't be able to fix this, you need to take it elsewhere" which would have saved 3 weeks and hours of driving about for nothing.

The sad thing about it is - the majority of their staff are fantastic and were so good helping to resolve the initial complaint last year - but now they really don't care.

Will you now actually contact me please?

While everyone comes across very friendly and lovely, once you find an issue it's an uphill battle of endless calls, conversations and stress.

I purchased my car in 2024. It had been traded in to Group 1 Ford by the previous owner.

Everything seemed fine on paper and all the legal checks had been done, but I found I had issues with my car a few months in (which they have on record). To cut a story short, I brought this to multiple garages to check the issue over 2 years, to be told the issue had been sorted (although it never was).

This year, I finally find out what's causing the issue. The bumper had been glued on with sticky pads and glue gun, and this was causing an issue with the front sensors (which I now have a picture of, for anyone interested in seeing the absolute mess).

I flagged this to Group 1 Ford, who after running around the mill with different sales managers, that because I can't prove the bumper was in this condition when I purchased the car, they won't take any action in fixing this. Bear in mind that I only found this out when 1 garage was able to tell me what could have potentially caused the issue. Surprisingly, not many people take their bumper off when purchasing a car to check for issues.

I'm now having to take legal action against the dealership and spending countless hours chasing the different garages to prove the car was in this condition when purchased. I even asked the sales manager if they had any record of how the bumper was when it came in, and they just said they have all the legal checks done and it's on me to prove this issue.

This all being said - if you do purchase from Group 1 Ford (which I now STRONGLY advise against), please check everything - especially if it's been traded in. They will say all the legal checks are done, but truly, ask to see under the hood if you want to avoid a lengthy legal battle where they will try to avoid any accountability.

Exceptional and professional Sales and Support Team.

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 fixing an issue that has thrown up an engine management light, including not having the diagnostic equipment available and not having the part on the shelf)! She has gone out of her way to help.