Purchased a secondhand Defender form there Sidcup branch. So impressed with sales rep Damion Wilmott that I took a train from Devon to Sidcup to look at vehicle. Vehicle was as suggested, despite AC g... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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... 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 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 m... 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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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.
July 12, 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.
July 15, 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
July 12, 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.
July 14, 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.
July 10, 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.
July 14, 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.
July 1, 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.
July 11, 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.
July 13, 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.
July 13, 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.
July 8, 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.
July 8, 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.
July 11, 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.
July 12, 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.
July 10, 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
Reply from Group 1 Automotive UK
Hi Mel. We're thrilled to hear that your experience with us was first-class from start to finish. We pride ourselves on delivering exceptional service every time. Thank you for choosing us! Kind Regards, Group 1 Automotive
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.
July 8, 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.
July 10, 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
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