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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Amazing experience from the very beginning. From my first phone call to collecting the car, everyone at Lexus Derby was friendly, professional and helpful. Owen made the whole process very easy and... 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
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
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
3.7
Average
21K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great with minor fixes, but wash their hands when a major defect occurs at Group 1 Bedford
I purchased a premium BMW Approved Used 3 Series from Group 1 Bedford, expecting the high-quality manufacturing and peace of mind that comes with buying directly through an official manufacturer network. While the dealership's staff (especially Abbey initially) were very professional and helpful with resolving minor post-sale issues, my overall experience has ended in deep disappointment due to how they and BMW UK handle significant material failures.
Within just eight months of ownership, the offside headlight lens began structurally cracking and glazing internally. The logic used by both the dealership and the manufacturer to reject my claim is fundamentally flawed:
1. Internal failure vs. External damage: The cracking is entirely internal. The outer surface of the lens remains perfectly smooth to the touch, with absolutely no impact craters, pitting, or sharp edges.
2. The "Wear and Tear" paradox: The dealer blamed standard road wear (stone chips) on the outer casing to reject a voluntary warranty claim. However, both of my headlights have had the exact same exposure to UK road grit and motorways. The logic that only one side would completely self-destruct and fracture across its internal material layers under identical driving conditions is completely nonsensical.
3. Premium Expectations: It is highly unreasonable that on a premium, low-mileage car bought from an authorised main dealer, a customer is expected to foot a four-figure bill for a headlight failing internally just eight months into ownership.
4. The "Pass-the-Buck" Goodwill Loop: Group 1 advised me that they could not process this under the standard dealer warranty and recommended I contact BMW UK directly to request a goodwill case review. When I did, BMW refused to offer any support. Frankly, the responses from BMW UK were robotic, lazy, and completely failed to address my specific questions, concerns, and physical logic. It felt entirely like they had not actually read what I had written.
Group 1 and BMW were happy to fix the quick and cheap things post-sale, but the moment a significant, genuine material failure occurred, they washed their hands of any responsibility. Extremely disappointing durability and customer care from a premium brand.
15 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Thank you for taking the time to share such a detailed review.
We are pleased to hear that Abbey and the wider team at Group 1 Bedford provided professional and helpful support, particularly when resolving the initial post-sale concerns.
However, we're sorry to learn of your disappointment regarding the headlight issue and the outcome of your subsequent claim.
We appreciate your frustration, particularly given the age of the vehicle, the nature of the fault as you describe it, and the expectations that come with purchasing a BMW Approved Used vehicle through an authorised retailer. We understand that the distinction between external wear and the internal cracking you have highlighted has been a significant concern for you, and we recognise how disappointing it must be to face a substantial repair cost after only eight months of ownership.
While warranty and goodwill decisions ultimately follow manufacturer guidelines and assessment criteria, we appreciate that this does not lessen the frustration when the rationale provided does not align with your own observations and experience. We are also sorry to hear that your interactions with BMW UK left you feeling that your concerns were not fully understood or addressed.
Customer satisfaction is extremely important to us, and although we appreciate that the outcome was not the one you had hoped for, your feedback will be shared with the relevant management team for review. Thank you again for bringing this matter to our attention and for providing such comprehensive feedback on your experience.
9 years of great service
I have used the service for 9 years and have had no issues. This time was no different. Exceptional service. Great customer care.
14 July 2026
Reply from Group 1 Automotive UK
Hi Ikenna. We are thrilled to hear that you have had a consistent positive experience with our service for 9 years! Thank you for your loyalty and we are committed to providing exceptional service and great customer care every time. Kind Regards, Group 1 Automotive
Reply from Group 1 Automotive UK
Thank you for your positive feedback! Our team takes pride in providing excellent customer service and we are grateful to have such kind and helpful staff. We hope to see you again soon! Kind Regards, Group 1 Automotive
Customer service
We only wish we had read the reviews of Group 1 BMW Chelmsford before wasting four hours of our weekend there.
Throughout our visit, both sales representatives spent a significant amount of time repeatedly going back and forth to their manager to obtain information we had requested. While this was not their fault, it created a frustrating and inefficient experience. Basic questions that should have been answered promptly required lengthy delays.
What was particularly disappointing was the refusal to provide a trade-in valuation during our visit. It was only when our frustration became apparent and we indicated that we would return once all the new cars were available that they suddenly offered to provide a valuation. However, three days later, we are still waiting. There has been no phone call, no email, and no update of any kind. As a result, the deadline for ordering the vehicle we wanted has now passed.
The level of customer service was extremely poor. Sales staff should be adequately trained and equipped with the information customers need, rather than leaving them waiting for answers. Equally, it was disappointing that the manager, who appeared to be available in his office throughout our visit, did not step in to support his team or assist us as customers.
Having now read other reviews of this dealership, we can only say that our experience was entirely consistent with what others have reported.
Unfortunately, we would not recommend this dealership based on our experience.
12 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Hello Lee,
Thank you for taking the time to share your feedback. We're sorry to hear that your experience at BMW Chelmsford did not meet your expectations.
We appreciate how frustrating it must have been to spend a significant amount of time at the dealership and leave without receiving the information you required. We understand your concerns regarding the delays in obtaining answers, the lack of a timely trade-in valuation, and the subsequent absence of any follow-up communication.
Providing clear, timely and professional service is something we strive for, and it's disappointing to learn that this was not reflected during your visit. We also recognise your comments regarding the support available to the sales team and the impact this had on your overall experience.
We take feedback such as yours seriously and would welcome the opportunity to review the circumstances surrounding your visit. If you would be willing to discuss this further, please contact our Customer Services team at tellusmore@group1auto.co.uk with your details and any relevant vehicle information so that we can investigate.
Thank you for bringing your concerns to our attention.
A Mercedes Level Experience
Will was exceptional. Helpful, instant, 24 hours and courteous and attentive the whole time. Made life easy.
15 July 2026
Reply from Group 1 Automotive UK
Hi Yusuf. Thank you for your kind words, we're glad that Will went above and beyond to provide you with exceptional service. We strive to make your experience with us as easy and stress-free as possible. Thank you for choosing our business. Kind Regards, Group 1 Automotive
Really impressed with everyone at…
Really impressed with everyone at Toyota Maidstone
They do look after there customers
Got my car serviced and everyone from heather, Matt and Tyler
Was very impressed with the personal video to keep me updated on my car being serviced
Highly recommend Toyota Maidstone
12 July 2026
Reply from Group 1 Automotive UK
Hi Lisa. Thank you for your kind words! Our team strives to provide exceptional service to all of our customers, and we're so glad you had a positive experience at Toyota Maidstone. We appreciate your recommendation and look forward to taking care of your car in the future. Kind Regards, Group 1 Automotive
Nice experience
After fixing the car, I became confident in driving again.
Instalment paying is very helpful for me.
14 July 2026
Reply from Group 1 Automotive UK
Hi Crystal
We're so happy to hear our service helped you regain confidence in driving! We're also glad our instalment payment option was helpful.
Kind Regards
Group 1 Automotive UK
Reply from Group 1 Automotive UK
Thank you so much for your kind words, ! We're thrilled to hear that Tom provided exceptional service and helped you snag a great deal on an ID3. We appreciate your business and hope to see you again soon!
Not the level of service I would expect…
Not the level of service I would expect from an Audi dealership.
10 July 2026
Reply from Group 1 Automotive UK
Hello Matt,
Thank you for your feedback. We are sorry to learn that your experience did not reflect the level of service you expected from an Audi dealership.
Customer satisfaction is extremely important to us, and we are disappointed to hear that we have fallen short of your expectations on this occasion. We would welcome the opportunity to understand more about your experience and investigate the concerns you have raised.
If you would be willing to contact us directly at tellusmore@group1auto.co.uk with your details, a member of our management team would be happy to discuss this with you and work towards a resolution.
Fast and reliable service.
Fast and reliable service when purchasing a vehicle from them. Provided clear information and made me feel very comfortable throughout this whole experience. I dealt with Ryan Sandland and he was very professional and helped me in any way possible to achieve a pain free purchase.
14 July 2026
Reply from Group 1 Automotive UK
Afternoon Mr Barber,
We're so pleased to hear that your vehicle purchase was fast and reliable. It's wonderful to hear that Ryan provided clear information and made you feel comfortable throughout the experience. We're delighted that he was professional and helped ensure a pain-free purchase.
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
Worst customer service I have had in 34…
Worst customer service I have had in 34 years. You can not speak to anyone about a complaint. The Bolton VW dealership doesn’t return calls. We have been missold, lied to, and the car requires work under warranty and they don’t return calls.
I’ve raised 2 complaints via online forms and emailed direct to customer services with the complaint and not had a response. You can’t find a phone number to call other than the dealership.
I’ll be writing to the CEO and VW UK now.
1 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Hello Andy,
Thank you for taking the time to leave your feedback. We are very sorry to read about your experience and the concerns you have raised.
We appreciate how frustrating it must be to feel that your calls and complaints have not been responded to, particularly when you are experiencing issues with your vehicle and are seeking assistance under warranty. The level of service you describe is certainly not the experience we aim to provide.
We take allegations of mis-selling, poor communication and unresolved warranty concerns extremely seriously. We would like the opportunity to review your complaint thoroughly and understand what has occurred. If you have not already been contacted, please email your vehicle registration number and contact details to our Customer Experience team at complaints@group1auto.co.uk, quoting this review, so that the matter can be escalated and investigated by management.
We sincerely apologise for the frustration and disappointment caused and would welcome the opportunity to restore your confidence in us.
Highly recommend Claude
Highly recommend Claude. He was very professional and helpful. Excellent service by Audi Watford.
11 July 2026
Reply from Group 1 Automotive UK
Hey VS,
We're delighted to hear you had such a positive experience with us. It's wonderful to know that Claude provided professional and helpful service. We truly appreciate your kind words.
Kind Regards
Group 1 Automotive UK
Faultless service
You can book and confirm online, and use the self service check in. Quick and easy to use. Always somebody on hand to help.
Servicing faultless, love the inspection video they send you. Well worth the money. I wouldnt take my car anywhere else. Top notch.
13 July 2026
Reply from Group 1 Automotive UK
Hi Bev ,
We're so pleased to hear that our online booking and self-service check-in were quick and easy for you. It's wonderful that our team was always on hand to help and that you found our servicing faultless, especially the inspection video. Thank you for your kind words and for recommending us!
Kind Regards
Group 1 Automotive UK
my ancient polo repaired!
Took my ancient polo in for a very troublesome problem. It was diagnosed very quickly and repaired with no fuss. Staff were friendly, helpful and efficient, nothing was too much trouble. I'm thrilled.
13 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Hey Minty,
We're so pleased to hear that we could quickly diagnose and repair the problem with your vehicle without any fuss. It's wonderful to know our staff were friendly, helpful, and efficient, and that you're thrilled with the service.
Keep on rolling that Polo!
Kind Regards
Group 1 Automotive UK
I was very happy with the service I…
I was very happy with the service I received from all concerned with the servicing of my car. Thank you.
8 July 2026
Reply from Group 1 Automotive UK
Hi Susan
Thank you so much for your wonderful feedback! We are absolutely delighted to hear that you were very happy with the service you received from everyone involved in servicing your car. We truly appreciate you taking the time to share your positive experience with us.
Kind Regards
Group 1 Automotive UK
Reply from Group 1 Automotive UK
Hey Dora,
We're so glad to hear that you felt well-informed. Providing clear and helpful information is very important to us, and we appreciate your positive feedback.
Kind Regards
Group 1 Automotive UK
Waiting Appointment
Booked in for waiting appointment that seemed to run well to the time indicated. All work completed as discussed at time of booking and a clear explanation given on collection.
8 July 2026
Reply from Group 1 Automotive UK
Afternoon Stewart
We're delighted to hear your appointment ran smoothly and the work was completed as discussed. We appreciate your kind words about our clear explanations.
Kind Regards
Group 1 Automotive UK
Disgraceful sales service
Disgraceful service, twice I've placed a deposit on cars within Group 1 in the last 2 weeks with the second one having a finance proposal in place only to be told the cars are no longer available.
I will never deal with Group 1 again.Both Nottingham and Liverpool operate very questionable practices in my book. As soon as they think they can sell at a higher price elsewhere they pull the plug.
11 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Hi Stuart
Thank you for sharing your feedback, and we are sorry to hear about your frustrating experience. We understand how disappointing it must be to have deposits placed and finance proposals in place, only to be informed that the vehicles are no longer available. This is certainly not the impression we wish to create, and we sincerely apologise for the inconvenience and upset this has caused.
Kind Regards
Group 1 Automotive UK
ID 3 on their sire, but hiding information…
Was looking at an ID 3 on their sire and notices they had stuck a piece of black tape on the drivers display to hide the efficiency of the car. Looked at other cars at the dealer and every other VW EV (i didn't check non VW cars) had the drivers display either off or obscured. VW have a history of CO2 efficiency defeat devices and these dealers seem to think it's acceptable to hide information from prospective customers. Will certainly not be buying from a business that thinks hiding information is acceptable.
12 July 2026
Unprompted review
Reply from Group 1 Automotive UK
Good Afternoon Mr Atkinson,
We appreciate you taking the time to share your observations regarding the display on the ID.3 and other EV models. We are looking into this matter to understand why the displays were presented in that manner and to ensure transparency for all prospective customers. Your feedback is valuable as we continuously strive to improve our customer experience.
If you would like to discuss this further, please contact us directly at tellusmore@group1auto.co.uk with your full name, contact details, and any reference numbers so we can review the situation with the senior management team.
Kind Regards
Group 1 Automotive UK
Great service from beginning to end
Great service from the staff, and also with Audi Hatfield dealing with my cars servicing needs!
I wouldn't hesitate visiting for any issues I had.
10 July 2026
Reply from Group 1 Automotive UK
Thank you for your review! We're thrilled to hear about your positive experience with our staff and Audi Hatfield. We always strive to provide top-notch service for our customers. See you soon for any of your car servicing needs! Kind Regards, Group 1 Automotive
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.