Purchased an approved used BMW from them in June of 2025 from their Colchester branch, which was dealt with by Mr. Jack. After purchase, I did not receive the logbook for well over a month. I emailed Mr. Jack, who then came back and said it was an error on his end and that he hadn't completed the transfer online. Three months later, the car develops a sagging problem at the rear. The vehicle is under an approved BMW warranty. No problem, I booked it in with the service partner at BMW Maidstone, who then sent me a bill to authorize the repairs. I phoned them back to say the vehicle is under warranty, but they turned around and said that is not the case. I was advised to call the dealership where the car was purchased; perhaps they have forgotten to log the warranty on their system. Proceeded to call Group1 Colchester, which was attended to by a Kath or Kay, a receptionist who turned around and said, 'Jack is very busy as he has 28 customers today; he will give you a call at the earliest.' I am a customer in limbo. Could you please have him call me? He will be before the end of the day. End of the day passed and Jack never call, next day I called and I was met with sorry sir Jack is not in today. He will call you tomorrow. I insisted I need to speak to someone about this now. Hold on, let me see if I can find one of the managers. Seconds later, all the managers are in a meeting, and I will drop her a message; she will then get back to you. All of these were before 9 am. I had to call again at about 3 pm when another staff member, I think her name was Debby, said she would sort this out for me and give me a call back. She did call back and said the warranty has now been sorted. Please allow 24 to 48 hours for the system to update, or I should have BMW Maidstone contact them. I did not bother; I just contacted BMW customer service, who said they would be in touch with both partners and could take up to 2 working days to get a response. I am still in limbo. Why Group1 cannot call the Maidstone service partner to resolve the issue amongst themselves is beyond me. Horrible service, avoidUpdate: 03/10/2025I spoke to Darren from Group 1, who confirmed that the warranty for the car has now been applied, effective as of 02/10/2025. Received a call from Maidstone this morning confirming that the warranty is in place, but it has been pushed forward, which means the vehicle is not under warranty at the time of diagnosis. I have no idea if this is an oversight or a tactic to avoid the cost of repairs. Maidstone have now said they will take up the issue with them to sort things out. The approved used warranty should be effective from the day the Vehicle was purchased, not after a problem arises. Group 1, you need to get your act together. The stress this has caused me is entirely unwarranted. I don't have a car, nor do I have a loan car, so I can't take my kids to school or move about. Today makes it the fourth day of chasing.
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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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