03/09/2025 - an amber engine management instrument light is illuminated and doesn’t reset.With most garages having no availability to further diagnose ,the vehicle was already booked for a security software recall on 03/10/2025 at Group 1 so I instructed Group 1 to also diagnose whilst on the ramp.In the meantime I bought a £60 diagnostic reader and using Google it identified the alarm as an exhaust particulate alarm.03/10/2025 - Group 1 Carried out the JLR security software recall update and confirmed my diagnosis of the alarm.This confirmation cost £198 and a quote was given to source and replace the part at £392.50 which included Parts/labour/VAT.I questioned this price as it seemed low given your hourly labour charges are circ £220+VAT.Again it was confirmed this was the price, it was explained as there had been a mistake in the quote, Group 1 were prepared to honour the original quote.14/10/2025 - Vehicle delivered to Group 1Again the remedial work quote of £392.50 was confirmed. A taxi then took us into town, whereupon at 14:30 hrs I received a call from Group 1 telling me:“The repair had not been done”“A “specialist tool” was required to remove the sensor”“A local sub-contractor could be summoned that afternoon to remove the sensor at a cost of £400 + VAT and the vehicle would be ready to collect at close of business”I declined and instructed the car to be made ready for collection.Upon speaking to Group 1 the “specialist tool” was in fact identified as oxy-acetylene heat kit, that is not used by Group 1 because of “building insurance issues”CommentI find it unbelievable that a main dealer does not have the capacity to carry out a widely used basic practice of applying head to the bolts to help loosen.This is basic engineering and it leaves me thinking that at best this was an attempt to recover the true cost of repair at Group 1 rates and at worst sheer incompetence.The front of house services and the garage/showroom are impressive but the engineering sadly does not match.
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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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