Group 1 Automotive UK Reviews 

Audi Swindon
Traded Q3 against an A1 for my daughter. Online said Q3 was worth over £12K part ex they offered me £10.5 and said they would sell car for £12,995 and said that’s all it is worth and did not understand online valuation. I took it, what a mug I am. Absolute liars my Q3 they are now selling for just below £16K only a £3K lie. Stay away from these Audi approved snakes. I will never consider using them again

I am extremely disappointed with the service I received from Mercedes-Benz Oxford.

My vehicle is a Mercedes-Benz EQA, which is not yet five years old. The air conditioning system has completely failed, and despite already paying £600 for the diagnosis, I have now been quoted a further £4,000 to replace the faulty components. The quality of such a major component failing on a relatively new Mercedes-Benz is already very disappointing.

My repair appointment was originally scheduled for 30 July.

At around midday on 29 July, Mercedes-Benz Oxford called me. Unfortunately, I was away from my phone, so my 14-year-old daughter answered the call. She was informed that my assigned technician was off sick and that the appointment would need to be rescheduled to 10 August.

To make sure there would be no issues, I called the Mercedes-Benz Oxford service department myself at around 3:00 pm on the same day. I specifically asked whether there were any problems with my appointment and whether my courtesy car had been arranged. The gentleman I spoke to clearly told me that there was no problem with my appointment, that the courtesy car was ready, and that I simply needed to deliver my car before 10:00 am the following morning.

Trusting the information I had been given, I arrived at Mercedes-Benz Oxford at 9:00 am on 30 July.

To my surprise, a female member of staff came out and, without any courtesy or apology, bluntly informed me that my appointment had been cancelled.

I showed her my phone records and explained that I had specifically called the previous afternoon to confirm the appointment and had been assured that everything was in place. Instead of acknowledging the mistake, she responded impatiently and said, "You can leave the car here, but Mercedes-Benz Oxford has no courtesy car available."

At no point during the entire conversation did anyone apologise for the confusion or for the inconvenience caused. Not a single member of staff accepted responsibility for the incorrect information I had been given.

What was even more shocking was her attitude. She accused us of speaking too loudly and even threatened to call security. We had simply been asking why we had been given completely incorrect information and why we had travelled to the dealership unnecessarily.

To make matters worse, we were then told that because we had not confirmed the 10 August appointment during the phone call to my daughter, the earliest available appointment was now 13 August. The whole conversation was conducted as though the situation was somehow our fault, even though the dealership had clearly provided contradictory information.

This experience was not only frustrating but deeply disappointing. Mistakes can happen in any business, but what customers expect is honesty, accountability, and a sincere apology. Instead, we were treated with arrogance, impatience, and complete indifference.

I have never expected this level of poor customer service from Mercedes-Benz. The staff made the mistake, yet the customer was made to feel responsible. This is simply unacceptable and falls far below the standard of service that Mercedes-Benz claims to represent.

Very helpful and kept me informed, small advisory regarding mot , needed to replace wiper blades

I'd advise readers to take comments made on Trustpilot by Group 1 with a pinch of salt. I replied to Group 1's response to my previous review (copied below) and, more than two weeks later, I'm still waiting for a reply. This suggests that responses may be more about managing public reviews than genuinely addressing customer concerns...

to customerservices
16/07/2026
Hi,

I added a review to Trustpilot a week ago titled; If Group 1 were the last car dealer in the world, I'd buy a bus pass...

You responded yesterday requesting some additional information. The vehicle registration was GP69 AUN and I was dealing with Group 1 Assured, Norwich Central.

I have tried raising a complaint via the complaints process detailed on your website but received no response. This was submitted on 3rd June 2026 as per automated response.
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I'd be interested to understand the view from your management team (As referenced in your Trustpilot response) on the whole debacle, and indeed the lack of response to my initial complaint.

Previous TP review Reply from Group 1 Automotive UK

Jul 15, 2026
Hello Paul,

Thank you for taking the time to share your feedback. We are extremely sorry to read about your experience and the disappointment caused.

We fully appreciate how upsetting it must have been for what should have been a special occasion for your daughter's 21st birthday to instead result in the rejection of the vehicle at collection.

We also understand the frustration and stress caused by the delays in processing the refund of your deposit and settling the associated finance agreement.

At Group 1 Automotive, we strive to ensure that vehicles are presented accurately and to a high standard, and we are disappointed to learn that the condition of the vehicle did not meet your expectations on arrival. We also recognise your concerns regarding communication, the time taken to resolve matters following the rejection, and the impact this had on you.

Whilst we cannot discuss the specifics of your case in a public forum, we take comments of this nature very seriously. The experience you describe is not representative of the level of service we aim to provide, and we sincerely apologise for the frustration and inconvenience caused.

We would welcome the opportunity to review your concerns further. Please contact our Customer Services team at ***************, quoting your vehicle registration number and review details, and a member of the team will be happy to investigate and discuss the matter with you directly.

We understand that this situation has left you with a poor impression of our business, and we regret that we were unable to deliver the positive customer experience you rightly expected. Your feedback has been shared with the relevant management team for review.

will never buy a car again from group1 no matter what make they sell.i was lied to by the dealership saying the bits that needed doing where done nothing but absolute lies. I refused to accept the car dealership said they would do it now too late now.

A wonderful experience. I was guided through the sales process in an unhurried and unpressured way - and I felt at ease throughout.

Brilliant experience

Part 2 of the saga
​Disastrous Service Experience: Inaccurate Checklists, Omitted Work & Lack of Oversight
​We bought an Approved Used Kia Niro EV here, and the service department has been a consistently poor experience.
​When we first collected the car, the pre-delivery checklist was fully signed off, but basic checks like tyre pressures had been missed. Kia issued a goodwill gesture to cover that initial failure, but problems have persisted.
​During a recent scheduled major service under our pre-paid plan, basic standards and record accuracy failed again:
​Document Discrepancies: On official Repair Order #60198, the checklist box stating "Rotate tyres" was marked as completed (\checkmark). However, management subsequently confirmed in writing that tyre rotations are not performed by their team due to "customer complaints." Logging mandatory service schedule items as complete on official paperwork when the physical work was deliberately omitted is a serious quality control failure.
​Basic Safety Neglected: Tyre pressures were returned severely over-inflated (39/40 PSI), and staff provided contradictory advice regarding HVAC vent operation.
​When raised, management admitted in writing that "the service did not meet the standards that either you or we would expect," but offered no written resolution, issuing a Notice of Deadlock instead. Furthermore, escalating the issue to Kia UK Corporate (Mr p. philpott) resulted in no direct executive resolution, simply deferring back to the dealership.
​This matter has now been formally submitted to The Motor Ombudsman. I strongly advise prospective customers to thoroughly double-check all work and paperwork provided by this service department.

Disgraceful service and dishonest staff. Absolute nightmare!

Dealing with this company has been an absolute nightmare since April. They sold me a dangerous, broken car and tried to gaslight me into believing the fault was nothing serious and that I was overreacting. Once I officially rejected the vehicle and handed it back, they went completely silent and ignored me for weeks on purpose. The sheer scale of their administrative incompetence and lack of basic communication is shocking. They don’t care about customers, they don't care about safety, they only care about taking your money. Absolute cowboys. Avoid them if you value your sanity!

Purchased a VW id.3 from Group 1 Otford. It has been smitten with intermittent faults. However Group one has had the car for a month and state they cant replicate the faults we experienced. Communications with group one are hopeless. We honestly dont know where we stand with the wretched vehicle and group one at the moment. Phone contact with group one Otford asking for some sort of update just doesnt happen.

4th review on this website. All previous reviews have had a reply on this site but no contact to me in person what so ever. Do not believe that a complaint will be addressed because mine has been going on for months and not once have they got in touch. Reading BMW shocking, Group 1 company shocking. In a previous review asked to email complaints and I did and got ignored, rang and emailed Reading BMW got ignored. I purchased an approved BMW car in January and the car has developed very bad corrosion on one wheel then find out other 3 wheels are not the same and are after market wheels. Other problems with sales and Dealer sent photo evidence by emailed no reply, rang up and no call back COMPLETLY ignored. The only email I have received is to invite me on a golf day!!!!! . Do you not understand as a company that I will be giving you 1 STAR reviews until this is resolved.

Wow. They're supposed to be a safer option to buy a car. Nope. The sales staff are clueless about the actual important stuff that makes a car safe and reliable to buy.
After reassuring me about a vehicle I paid for it and due to my thoroughness they pulled out last minute saying they did a "final check" and found faults.
These should have been identified already.
And no they weren't new faults.
They were pre-existing and highlighted in the most recent MOT.
Instead of apologising and frankly shutting up and just process my refund they pushed for a sale. Didn't even offer a discount on the car. But did offer a "very generous" discount on an extended warranty.

What an effing joke this all was.

Don't trust them unless you have lots of money to spend.

Ps I don't want you to reply or offer me to contact you and discuss, you've already harassed me enough.
Shame on you.

Very friendly helpful staff. Car was given a health check and wash before I collected. Would recommend this dealership.

Excellent service from the Toyota Liverpool team. Friendly staff, quick turnaround, and great communication. Highly recommended!

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 smooth, explaining everything clearly and keeping us informed every step of the way. Excellent customer service, and I would highly recommend Lexus Derby, especially their Lexus Approved Used programme. Thank you, Owen and the team!

Marcin

Booked in my vehicle for a Summer Health Check prior to a long holiday drive.

I was greeted professionally by Wendy on reception who directed me succinctly.

Tim checked me in calmly, efficiently and courteously took note of my areas of particular concern.

The air-conditioned customer waiting area is extremely comfortable; easy chairs with a self-service, quality coffee machine.

I caught up on emails at one of the desk and stools (tall, for privacy) complete with electric sockets for device charging.

The restroom is exceptionally clean and tidy (with sanitary provisions for ladies).

The service area is located within the showroom meaning that, should you wish, you can spend your time checking out the new vehicles.

I received a text message from the technician who had checked my vehicle, including a video on his inspection, to advise me that the work was complete.

Tim then checked me out and provided me with a printed invoice for my records.

I drove away having been highly productive in the knowledge that my Kia had been professionally checked safely.

An excellent experience in all areas!

This is a tightly run ship.
Strongly recommended.

Thanks to the entire team.

Great service and pleased with our new car.

Nathan explained everything and answered all my questions from the start to finish. On day of delivery, he ensured car was ready with a full fuel tank before my arrival. Overall, my experience was hassle-free and rewarding.

Great service at Audi Chelmsford who resolved an issue I was having with the MMI on my Q4. Charlotte and the service team did a great job. A hire car and valet were provided at no cost.

Damaged car during work it was in for.

Said they will look to replace at least one of the elements, been a month, heard nothing, have a complaints manager on the case, that's now over a week.

Sorry that you damaging a customers car while it's in is not a high priority.

Disgusting. Ghosting your customers, is not a good method to resolution. Just because someone is calm, and reasonable, it doesn't mean to actively take the piss.