Review Time
I have been dealing with Daryl from Group 1 Skoda Colchester over the last couple of months. He has been extremely helpful and patient with me and is very knowledgeable on all aspects of your vehicles under the mobility scheme and I am looking forward to collecting my Skoda Enyaq today.
I recently visited Toyota Group 1 and had an outstanding experience with the salesman Michael Willis. From the moment I started my interaction with him, he was friendly, patient, knowledgeable and genuinely invested in helping me. He answered every question clearly, took his time walking me through the car today and made the entire process feel relaxed and positive. Honestly, if my experience had stayed with Michael alone, this would have been a 5-star review without hesitation.Unfortunately, everything changed when the issue of the tyres was raised with Peter. During my inspection, I noticed clear wear and cracking on the tyre edges - something already flagged on the MOT. Michael did the right thing and consulted his manager Peter. What happened next completely shifted the tone of the visit.Peter came outside and immediately adopted an aggressive, dismissive attitude. Rather than discussing the tyre concerns calmly, he insisted the tyres were “legally fine” despite the obvious cracking on the edges. His explanations kept changing - first claiming there was 3mm on the sides, then backtracking to say the 3mm was only in the middle. Even then, he insisted it didn’t matter and it was legal.Throughout the conversation, he repeatedly interrupted me, spoke over me and made me feel belittled and unheard. His smirking and laughing were incredibly unprofessional and honestly quite shocking. I truly hope the forecourt cameras are reviewed because the manner in which he handled this was unacceptable. I couldn’t even finish my sentence before he abruptly declared he would send the car back to London where it originally came from because “there’s no money in it” and they had to pay transportation fee for it to arrive and then stormed off. To be blunt the same funds Peter would have to put in to transporting the car back to London would be the same if not less changing the tyres. It was a complete contrast to the respectful and helpful interaction I had with Michael. He was doing everything right - professional, honest and genuinely pleasant. My family attended with me today and had the same kind words to say about Michael and agreed that Peter’s attitude ruined what had otherwise been a very promising experience. It’s disappointing, because if the dealership had more people like Michael and fewer interactions like the one I had with Peter, I would have happily completed the purchase today.
An extremely professional service from start to finish, supported by Jacob Sollis throughout. My requirements for the vehicle I was looking for were addressed quickly, with a potential car then being brought to the dealership for me to view. Ahead of that, all information and videos were sent over, which were followed-up in person so that I could have a test drive and finally reach a deal which suited myself and the dealership! I'm now a very happy owner, both with my new car and the sales experience.
I was generally very satisfied with my recent visit to your dealership. I dropped off my vehicle at 8:00 AM, and by 1:00 PM it was fully ready for collection — washed, the key battery replaced, and all the documentation prepared in a clear and efficient manner.Receptionist served an excellent coffee, which added a pleasant customer-experience touchpoint to the visit. Jonathan was very supportive in helping me set up a new prepaid service plan, providing clear guidance and a professional end-to-end approach.And the small Lexus gift was a truly thoughtful surprise — thank you for that. Overall, the service delivered was timely, customer-centric, and aligned with the premium standards associated with the Lexus brand.
Mercedes Benz bury st Edmund’s owned by group 1, 29th Sep 25 my car was bumped whilst in Merc Benz bury st Edmund’s, I was given a courtesy car and was told it would all be repaired to it’s original condition, it is now the 14th November, nearly 7 weeks on!!! and due to go back to the body shop for the 4th time !!! Will keep you updated
Used Group 1 Lowestoft for my last 24-month contract service. Normally, the interaction with the service team has been used to be quite informative regarding what needs to be done and which jobs have been identified by the service.Sadly, as expected, and it's been occurring over time, the customer focus lacks any visible enthusiasm. In my opinion, the business model of Group1 does no justice to the Audi company or its customers in general. On my previous visit, and asked to complete the survey, and my response was not very positive regarding the vehicle condition when I picked it up. My comments were not welcomed after receiving a phone call and an email.So this time I was expecting and received a lack of customer care by the person who normally deals with my vehicle, on arrival and after the vehicle had been serviced. Others made excuses for why this person could not do face to face. When picking the keys up, an employee made the excuses, failed to go through the paperwork with me, e.g. action items found which has happened for the last 10 years and also which made me smile, did not ask me if I wished to renew the 24 month service contract. Now that's good business for Audi?If the Group1 culture is to think that criticism is not welcome, and from this they do not care about long term customers and future business, so be it. What they have to remember is that there are plenty of other dealerships, vehicle manufacturers out there, and that customers' money is king.So that's what I will be doing in the future, handing over my money to someone who appreciates my business.
“Purchased an Audi SQ5 on 25 Oct 2025. Within 10 days, multiple faults occurred (tracker immobilisation, suspension fault, bulb warning). Audi Lowestoft initially accepted refund under Consumer Rights Act 2015, then withdrew. Still awaiting collection/refund. Documented evidence available.”
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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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