Group 1 Automotive UK Reviews 

Absolutely fantastic customer experience and this dealership is now brilliant.

We have been buying cars from Mercedes-Benz of Derby for 14 years now, this time round Andres and James have raised the bar to the highest level yet, both experience and service wise superb.

Yasmin Hassan an exceptional person that met every concern and request promptly and efficiently with no delays , thank you

I haven't got a single bad word to say about them. Every year I go, they are very kind and keep me up to date with what is happening with my car

I received appalling customer service Mercedes-Benz of Leicester. I booked a test drive over the phone with their salesman, Fin. This was confirmed by text. I arrived on time and reported to reception, who didn’t seem to be expecting me. They asked me to take a seat but were muttering to each other that he had a handover booked at the same time.

After 25 minutes, reception still couldn’t tell me how long it would be, so I went to see if I could find the model in the show room, to at least have a look at it.

I asked a random salesman where I could find the model and he told me they didn’t have one at that branch. I told him I had a test drive booked in with Fin so he enquired with the salesman and came back to tell me that it wouldn’t be available today and Fin would call me to re-book!

I am astonished that I wasn’t notified about this before making a wasted journey or at the very least when I arrived! In addition, the salesman responsible never spoke to me at any point either to explain or apologise, which is incredibly unprofessional in my opinion. I did get an apology from one of the sales managers but way I was treated has left a very sour taste and I don’t really want any further dealings with such a shambolic and indifferent dealership in the future.

Absolutely awful customer service.
Bought a Toyota commercial from Guildford.
After 2 weeks, the van was filling up with water - back into the garage for 3 weeks while we had to hire a replacement.
We then refused the vehicle back and a month later the dealers are still refusing to follow the finance company's instructions on unwinding the finance agreement.
Not an honourable company! Beware!

I always use manufacturers service department for my car, even though it is older. I get a good service from Mercedes AMG for my smart car. I love smart cars and I’ve had them for years.

Seamless service from booking to return of my car after service.

Gave me a time and date that was convenient for me. Kept me updated good service

A good experience with VW Exeter sales team

I have been forced to write this review.

If I don't, I can't submit my 1* response to their on-line survey!

I was extremely disappointed with my most recent car service at G1 in Aylesford. None of the issues that I asked them to look at were resolved.....

Great Personal and Friendly Efficient Service at Group 1 Toyota Maidstone - Recently Swapped my 2018 CHR Hybrid for a newer CHR Plug In Hybrid and I cannot fault the Service from the Staff at Maidstone - friendly and welcoming and Joel dealt with everything so efficiently with great attention to detail and made the process smooth and easy .

First experience for a Lexus dealer and car. Very impressive service all round. Would be happy to recommend the company and it's products.

My car collection experience was nothing short of appalling. I travelled to Northern Ireland specifically to collect my vehicle and made it very clear beforehand that I was on a strict schedule, needing to complete a long drive and catch a ferry from Scotland to get home.

Despite arriving punctually for my agreed collection appointment, I was left sitting and waiting for over an hour with virtually no communication or sense of urgency from the staff. As I watched the clock ticking away, knowing my travel plans were at risk, I felt completely ignored and forgotten about.

To make matters worse, the vehicle had not even been prepared as agreed. A full tank of fuel was included in the deal, yet this had somehow been overlooked. I was then forced to wait an additional 30 minutes while the sales representative left the premises to fill the car at a local petrol station.

The entire experience was chaotic, disorganised, and utterly unprofessional from start to finish. What should have been an exciting occasion turned into a frustrating and stressful ordeal. I am genuinely shocked by the lack of preparation, customer care, and basic respect for a customer's time. Based on my experience, I would strongly advise others to think twice before dealing with this company.

Greg.

I made the decision to purchase my vehicle directly from Mercedes, believing that buying from the manufacturer itself would provide a level of quality assurance and customer care that you simply wouldn’t get elsewhere. I was completely wrong.
My suspension has failed three times this year. Three times. As a result, my car has been on the road for just 3 weeks of the entire year. Not 3 months. 3 weeks.
I raised a formal complaint through the proper channels. I have received absolutely no contact from Mercedes UK whatsoever. No phone call, no email, no acknowledgement that my complaint even exists.
This is not a minor inconvenience. I am paying for a vehicle I cannot use, purchased directly from a brand that prides itself on prestige and quality, and I have been met with complete silence.
The vehicle is not fit for purpose under the Consumer Rights Act 2015. I have now escalated my complaint to the Motor Ombudsman.
If you are considering buying directly from Mercedes UK, please think carefully. The premium price tag does not come with premium customer service. When things go wrong — and they can go wrong even with a new Mercedes — you may find yourself ignored and without a vehicle for months on end.
I would give zero stars if I could.

i cant speak highly enough of the staff of Group 1 VW , from the courteous reception staff to the professional service department they made a stressful breakdown into a reassuring and well informed experience that sorted all the issues of my id4.
I'd like to thank all the staff involved for a fantastic customer service.
joe Edwards

Just purchased an GTI Edition 50 from VW Peterborough. Salesman Arfan Star’s service was exemplary. The attention to detail, and everything I ask for and more was dealt with. I would definitely recommend dealing with Arfan and also Hannah Simmons Sales Manager.

Problems start to finish with Mercedes Bury St Edmunds. When spending so much money on a new car you expect a good level of service. This has been the most frustrating purchase of my life and I’ve felt more valued as a customer shopping in Lidl than here.

Evening Harry,

Further to our conversations this evening.

To confirm, I have discovered today, the above car which we purchased from Group 1 Volkswagen Norwich, on Friday 5 June 2026 has been misrepresented by either Fraudulent Misrepresentation and or Negligent Misrepresentation under
Misrepresentation Act 1967.

A false statement of fact was made by or on behalf of Group 1 Volkswagen Norwich by VW UK. The statement was made before or at the time the contract was formed, we relied upon this statement when deciding whether to enter into the purchase. The false advertisement statement made by VW UK was the vehicle had "2-zone climate control”, which it does not. For convenience the false statement is copied below.

When we first made contact with you it was regarding a new 2026 grey T-Roc. You emailed back informing that vehicle was sold but the above vehicles was available, no specification for the above car was supplied. We assumed as a Life model of the new 2026 VW T-Roc, it would come with the equipment as advertised by VW UK. We purchased it on the understanding that it was a Life model with the level of equipment shown in the attached VW UK advertisement upon which we relied. We have been deceived either fraudulently or negligently by the material misrepresentation into purchasing a car which does not have the level of equipment as expressly and clearly advertised.

We therefore seek to rescind the contract and return the vehicle under the terms of the above act. We seek a full return of our money along with compensation for our loss and inconvenience.

If this is not agreed by 12pm tomorrow Wednesday 10 June 2026, we will report the matter to Trading Standards, submit a section 75 claim on the credit card payment and make a claim for full restitution through the civil courts.
Morning Harry,

Further to my email below of yesterday evening.

For clarity, what I require to remedy the proven deception which I am the victim of is;

1, Acceptance of the return of the above vehicle, a full refund of money paid, return of my previous vehicle WV70LJU and £500 compensation for my loss and inconvenience.

Alternatively:

2, Acceptance of return of the above vehicle and the supply of a new, previously unregistered 2026 model VW T-Roc Life, with specification as set out in the VW advertisement supply.

I am a fully paid member of Which, who I will be contacting today for their assistance if suitable resolution is not agreed.

Additionally, to warn and prevent others becoming victims of the deception, I will make contact with Norwich local newspapers and other media outlets to publicise the practiced deception.

This is a simple straightforward case of misrepresentation. I have no desire to go into battle and would very much like that your company accept one of the above methods of resolution. If they do not, I will have no hesitation in invoking the full force of the law, as set out below, to bring justice and be restored to the position I should have been in. I will be a witness for Trading Standards in any prosecution which they may bring for the deception.

Respectfully, it is for your company and VW UK to resolve who foots the bill for this practiced deception.



Do not trust this dealership

*** update*** the complaints haven’t even attempted to contact me and despite the reply from the company to email them they haven’t even bothered to reply despite sending proof of the quote etc.

On star is too much.

Car booked in at Colchester vw for an aircon service they knew the car the gas etc get there and get told actually the price is incorrect and it’s triple.

No where when booking it did it say prices may be different for my car as when I put the reg in it increased the price anyway which is absolutely fine I budgeted for that to then triple the price