Mitchell Group Reviews 55

My experience with Mitchell Mazda Chester has been nothing short of appalling. I took delivery of a brand-new Mazda CX-60, only for it to break down in less than an hour. Since then, the dealership and Mazda UK have failed to provide any meaningful support, leaving me stranded without transport and facing repeated delays in resolving the issue.

Despite my status as a registered Motability customer, no suitable courtesy vehicle was provided, and the only alternative offered was completely unsuitable for my mobility needs. Mazda and the dealership made no effort to step in and provide an appropriate replacement, instead shifting responsibility elsewhere. This lack of care and proactive support has caused significant disruption to my daily life.

The recovery process was equally disastrous. Despite being assured the vehicle would be collected promptly, I was left waiting for 21 hours without any updates. The initial recovery attempt failed due to the car being stuck in park, requiring specialist equipment, yet communication from both Mazda Assist and the dealership was practically non-existent. At every stage, I had to chase for updates, while the dealership showed little urgency in resolving the situation.

To make matters worse, I was forced to pay out-of-pocket for transport due to the dealership’s failure to provide an immediate solution. While a taxi account was eventually offered later in the day, it did not cover the expenses incurred earlier due to Mazda’s inaction. I have yet to receive any confirmation as to whether these costs will be reimbursed.

Under the Consumer Rights Act 2015, a new vehicle should be of satisfactory quality and fit for purpose—this has clearly not been the case. The dealership has failed in its obligations to provide an acceptable level of aftercare, and their lack of urgency or concern for my situation has been disgraceful.

I deeply regret choosing Mazda and Mitchell Mazda Chester, as this experience has been the worst I have ever had when purchasing a new vehicle. Once they had my money, any concern for customer care disappeared. I strongly advise anyone considering this dealership to think twice, as their aftersales support is completely inadequate.

Staff at Mitchells are superb from when you make the call to it been rectified. Special thanks to Connor one of the team of technicians on site. My car had to be in for a week but, was kept abreast on the stages they had to go through to get it sorted.

If it were possible I'd award this company -10 stars. They have proven themselves entirely incompetent at every possible level!
Re: Your Doc. No.53523375 of 18/07/24

As the vendor you invited a service and I duly responded in the affirmative. The proposed service capability was some 30 days in in advance of the first contact, but despite my resevations, I agreed as they they were the supplier of the car to us from new.

There were some notable issues with the car and as the supplier, and as the vehicle was under warranty I'd hoped that they would address these issues. That was indeed far from the anticipated outcome.

The car was collected on 29/08 and returned on 03/09 on my demand, otherwise the duration would have been longer! I called Mitchell @ 14.00hrs and they could not confirm the return of the vehicle on the 03/09 after 6 days and stated that they could not confirm ANY progress or resolution of the issues that I had notifified them of by mail prior to delvery of the vehicle to them.
Today I am still unaware of any risk of operating this vehicle safely and despite my enquiry with Mitchell, they will not provide a progress report in order that another service agent may be instructed.
In summary £264.00 for an oil change, 6 days of lack of use of the vehicle is entirely unacceptable.
The product is good enough for the cost but the service support is entirely disproportional!

Therefore NEVER again VAG and Japanese from now on.
One very disgruntled and angry long term customer since 2009.

CC: Skoda UK

Incredible customer care as always. Clear explanation of work needed and no pressure for hurried decisions. Thank you Jamie and Paul.

I have purchased cars from Mitchells for approximately 25 years from the days of the Colt dealership on Newchester Road to the West Kirby Skoda dealership and now Cheshire Oaks, we currently run a Skoda Fabia and a Mazda MX5, we have always been very happy with sales and service most recently some work on the MX5 which is running really well

Outstanding sales service from Harry and Dawn for making the handover of my daughter’s new Fabia so special!
Thank you for going above and beyond with a pink bow, the bouquet of flowers and going that extra mile.

Only called to enquire about a used car, gail was very rude on the phone and wouldnt let me speak to a salesman.
Very poor service. Avoid this place..

A great experience throughout the purchase of my Skoda Superb. From initial enquiry, through to completion Rob Norton has delivered exceptional customer service. Would highly recommend both Rob and the dealership, they clearly take pride in their customers, much appreciated.

Disappointed! Booked my Skoda VRS in for a recall item to be carried out, to have my engine cover fitted (shortage and not fitted when new), and whilst it was in, booked a service too. Was told it would be six weeks wait, as needed to order engine cover, and would need the car ALL day. Dropped car off the afternoon before due to work, and all booked in, and told it would be ready for 4pm the next day at very latest. Turned up at 4.15pm to be informed it would be another 30 minutes.
(No real problem). Went back, invoice being put through as I waited, payment taken for the service (£415!!!), and then told “The engine cover hasn’t been fitted as not delivered!!! There’s a shortage”.
No mention of this the day before when I dropped car off, no mention when I first turned up for the car, no phone call to explain it was a shortage and would not be fitted. Waited 6 weeks to book it in for the work (for a part they never had), kept my car for a full day (and later than promised), and will ring me when part is available to fit, so no doubt another trip for half (or another) full day!!! Not even a gesture of a slightly reduced service charge. Not what I’d call good customer service.

What excellent service form Molly, Charlotte and the team at Mitchells Mazda, Chester today. Superb customer service from the moment we arrived to when we collected the car and departed. Genuinely blown away. Take note other motor dealers, this is how it's done.

I have had my mazda 6 repaired by the amazing technicians at the Mitchell garage, my car drives like a new one, many thanks.
Also special mentions to Emma and Holly of the service team, a credit to your group for their kind and caring manner. Also to Ian the driver who kindly looked after us. An amazing garage with excellent staff.
David Lloyd

Safety recall on my Mazda, booked into Mitchell’s , not only sorted the recall issue, but corrected further issues that they found, provided me with a meeting room, even brought a bacon butty in before my conference call, valeted the car to finish it off! Excellent !!

10 out of 10 to all the staff at Mitchell Mazda, Chester.
We recently had a new command unit fitted by them and were highly impressed with their speed, efficiency and high level of customer service.
Well done Mazda, Chester!

Many thanks to Paul for collecting our car for our home. Mitchells kept us informed throughout the day of our cars service progress. Paul then returned the car to our home and gave us some further insights into the cars features.

Brilliant service from start to finish. Paul was great picking up and dropping off my car today. Today and on previous occasions, James has been brilliantly competent, friendly and professional. And the master technician in the workshop, just fantastic getting to the bottom of and fixing a complex problem. As a company, evidently really well-run. Excellent all round! Thank you.

We purchased our Skoda Karoq from Mitchell group in Chester, they delivered it to us in Kent for a minimal cost.
I couldn’t rate the customer service from start to finish highly enough with this company, Andy was fantastic and really helpful!
We will definitely be looking to buy from here again when the time comes

Mitchell Skoda, Chester
I recently purchased a DS7 crossback. Olivia N has been really active in getting the myriad of questions answered for the car purchase. Her active eagerness to get an answer for the customers is a valuable attribute for the company. A collection date on the day of Birthday was set as time-constrained for transport on 4h drive from London. She bought a beautiful flower box that included baby breaths which are my favourite.

The passion to ensure client's needs are met is very evident in our exchange of emails over the course of 2 weeks, a PERSONALISED video of the car, follow up emails.

Letter was received, its a standard letter that will usually tell clients on After Sales procedures and point of contact. What made this letter special was the hand written note acknowledging actions, contacts, and birthday. In my letter book it's added.

Overall experience was really detailed, coherent, and peaceful despite being a distance sale

Alway used to take my cars to Mitchells previously for servicing.
However last time I ended up paying another garage to recify thier poor workmanship. They didn't replace the oil drain plug properly resulting in an oil leak.
When mentioned to them they just fobbed me off. Will never use them again and my custom will be going to our local garage.

I applied for a car, Skoda Fabia, through finance with an IVA, and it took a long time until today to get me to drive it out of the showroom. Dawn Sutton and her Manager, Neil (hope I got that right), pulled out every single stop to get me the car I wanted. IVA were the problem. But with persistence from myself and Dawn and her manager. We got to today. Dawn, thank you soooooooo much. Customer service that has gone above and beyond. I will forever be eternally grateful to Mitchell Group. Highly Recommend. Also thank you so much for my flowers. Yes I cried happy tears.

Collected my Scoda Fabia on motorbility yesterday from Chester.. I'd like to thank Mitchell Scoda.. experiance was excellent on all levels... the flowers were a lovely surprise +gesture.. Special thanks to Harry Hughes who took me through the process brilliant customer care throughout.. Big Thanks