i attended Bromley VW on 07/11/25 for an Oil and inspection service. When booking and checking in online i had stated i would be waiting at the premises while this is carried out. The appointment was booked in for 9am and by 9am that morning i had checked in and left my key. It had reached 11am and i had not heard anything or received any communication to say the service had been completed so i went to someone to ask how much longer this would be as i was waiting so I’m assuming it would not be much longer as 2 hours had already gone by. Only to be told they had not yet taken in the vehicle but will take it in now. I was also told it would be around an hour or an hour and a half to wait to which this should be completed. The time had reached 12:30 and I still had not heard nothing back to say it had been completed as usually they would send an email/text with the link to say what repairs needs to be done etc. I had gone outside to get some air as i had been sitting for hours with nobody informing me that it would be this long to get this service carried out. By the time it had reached just before 2pm i had come back inside the premises and the car was finally ready but nobody had informed me that the car was ready. Had i not come back inside. Usually i would get a call or text especially if nobody was there to let me know or could no longer see me waiting. This service is ridiculous as if i am waiting would it not be good to communicate if things will be taking longer than expected but to not have my car been seen within the two hours of dropping it off is awful as what is the point of me bringing my vehicle for 9am and waiting only to be waiting extra hours. This has caused me to lose a day of work as i only expected to be away for the morning and also not even a sorry for the long wait was mentioned by anyone which i find very poor. On top of this the link sent with the video and information with the repairs has pricing with many things stating 1 pound to fix which i highly doubt this is the case. I was unable to view the link of the day as after waiting all them hours my phone was dead but i was told the link had been sent so now my outstanding pricing for everything to be fixed is showing at around £290 also i was told i would be emailed my invoice for the payment of the oil and service inspection rather than the paper copy and i am currently still waiting for this to be sent over.
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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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