Review Time
For the first time in 5 years, I have nothing negative to say about Group 1. Matthew, was atentive, called me the day before, discussed the work, advised me of timings for the jobs, costs etc. On the day he met me, true to his word, the work was carried out quickly and effeciently, and returned within good time. Even the bill was cheaper than expected!Well done, keep up the good work, a refreshing change from the past 5 years service.
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.
Avoid this retailer!They’re great to deal with when buying a car — treat you like royalty until the payment clears. After that, expect to be treated like dirt.The service department is understaffed, unhelpful, and poorly managed. No greeting when you arrive, no updates while your car is in, and last-minute calls just before closing to say it’s ready. On multiple occasions, I was told my car was on the forecourt when it was still on the lift (thank goodness for the remote app).Getting hold of a service advisor is nearly impossible — I once called for 10 days straight before receiving a callback. They’ve also misdiagnosed and carried out repairs based on guesswork, rather than taking time for proper diagnosis, even after I provided a technical report. After replacing numerous parts over three years, I still have the same issue. When I raised this, the technical advisor Yasmin told me “some cars just have these issues and need constant repairs.” Not what you expect to hear after purchasing a car for £40k+. Now, conveniently after the warranty has expired, they’ve finally provided video evidence of the root cause — and expect me to pay for it. Feels very tactical.Each “health check” uncovers a new “urgent issue,” while previous urgent faults magically disappear. I was even quoted £130 to replace windscreen wipers that click in and out — only after challenging it did they admit the quote was wrong.For a luxury brand, the service quality is appalling — staff lack empathy, rely on scripts, and take no accountability. Jaguar head office and this dealership both fall far short of the standards you’d expect.Cars are great when they work — but the aftersales service is shocking. Avoid this retailer at all costs.
I added extra services (AC filter system cleaning and changes of the wiper blades) while booking my car service on the website and it was approved. However, they are not taken care of and i am annoyed to hear the sound of my old wiper blades…
I recently brought my vehicle in for scheduled maintenance. While the service work itself appears to have been completed satisfactorily, the overall communication during the process fell short of expectations.On the second day, I was unable to reach the customer service representative assigned to my case and instead received intermittent updates from another team member who was not directly responsible for my vehicle. This resulted in fragmented and inconsistent communication.Additionally, I am still awaiting a follow-up call to arrange a date for the resolution and replacement of a faulty component identified during the visit. I would appreciate more timely and coordinated communication in future interactions.
Took my Golf to be serviced today - 2 years old and 19500 miles. Was booked in for service, brake fluid change, and a wash and vacuum. In summary It wasn’t washed or vacuumed so I complained, so they took it away and 5-10 mins later said it was ready. It still wasn’t cleaned but someone had sprayed water over it to make it look like it was washed so now it was dirty still and had water marks all over it. It definitely was not hoovered. In addition the service intervals were not reset on the car, so still looks like it needs a service soon. Also the coolant level was sat at the minimum fill level, so no check fluid levels and top up took place by the looks. Overall poor and not good enough when you pay a premium for a main dealer service. Waiting a call back regards my complaint but not happened yet.
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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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