I took my Jaguar EPace into the Rochford service Dept on 3rd Sep 25. The handling of my vehicle from 3 September 2025 to 12 November 2025 has been deeply unsatisfactory and has resulted in significant inconvenience, stress, and unnecessary personal expense.On 3 September 2025, I brought my vehicle into Group1Auto service department after calling the AA out four times due to the battery repeatedly going flat and the key failing to open the car. As I was travelling the following day, I purchased a new battery privately. Upon arrival, I was informed that the car required a Jaguar-authorised battery in order for Group1Auto to carry out any work, which I agreed to. I was then advised that the TCU required replacement.On 25th September 2025, I was told the vehicle was ready to collect. As I was on holiday, I attempted to collect the car on 6th October 2025, only to find that the vehicle could not be opened and the battery was again flat. I was then told the newly fitted TCU was faulty and that a replacement would be ordered.On 29 October, after the second TCU was fitted, I was informed that the fault still remained.On 4 November, I contacted the Service Manager, Mr Pedro, to express my concerns and request a complimentary courtesy vehicle, which I had already asked for on 30 October due to the length of time I had been without my car. He apologised and assured me that he would personally oversee my case, provide daily updates, and organise a courtesy vehicle urgently. Despite this promise, no update was provided the next day. Two days later, I received an update from a service assistant simply saying that the fault could not be identified.A courtesy vehicle—again promised by Mr Pedro—was never provided at any point, despite repeated assurances.On 8 November, after leaving multiple messages, I finally received a call from Mr Pedro who advised that the vehicle had a water leak and that repairs would cost £600+. I am at a loss to understand how this issue, which allegedly caused or contributed to electrical problems, was not identified during the nine weeks Group1Auto had possession of my vehicle. This further highlights the lack of competent diagnostics and oversight throughout the entire process.I finally received my vehicle back on 12 November 2025, still without ever receiving the courtesy car repeatedly promised to me.The service I have received has been wholly unacceptable. The stress caused, coupled with the financial burden of relying on public transport and lifts from relatives for over two months, is entirely unreasonable. I submitted an official complaint on 11 November 2025 and, as is consistent with the poor communication I have experienced throughout, received no response. I therefore escalated the complaint on 19 November 2025, and once again have received no written response.
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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.
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