Group 1 Automotive UK Reviews 

Staff were very polite, professional and efficient

I took my car in for a scheduled service along with a recall repair. A few days before my appointment, I received a call saying they didn't yet have the required part, but still asked me to drop the car off early in the morning. This didn't make sense, so I suggested rescheduling until the part had arrived. I was told the part was "in transit," so I went ahead with the appointment.

The dealership kept my car for two days, only to tell me that the part still hadn't arrived and that I would need to book another visit. This could have been avoided with better planning and communication.

When I returned for the second appointment, I explained that the extra visit was only necessary because of their mistake and asked if they could at least provide me with a lift home. They refused. As a result, my partner had to drive with two cars from Harrow just so I could get back home, causing unnecessary inconvenience.

Overall, the experience was disappointing due to poor communication, wasted time, and a lack of customer service.

🤝 ⭐️⭐️⭐️⭐️⭐️ 🤝
Excellent. Professional Team. High Quality Services. Promptness and Loyalty to Customers. Reliable and 10/10 Results. Efficient and very Helpful. I Recommend. Many Thanks to the TOYOTA Team.
🤝 ⭐️⭐️⭐️⭐️⭐️ 🤝

The salesman and manager were very helpful and nothing was too much trouble.

Very pleased
Ml

Jaguar Service Centre Guildford.
My car was recovered to this service centre after a breakdown.
For two weeks I was consistently lied to about what was happening with my car.
Fake activities, no diagnosis.
No calls returned unless I chased for days.

They seemed oblivious that the Jaguar In Control app told me what was happening with my car.
It was left for so long it went into sleep mode.

Eventually, they diagnosed my car with a long list of ‘stabs in the dark’ that were the most expensive things they could think of.
For a premium car with 37k miles.

I had my car removed to an independent.
They found parts of the engine inside the boot and other parts missing.

Terrible service from start to finish.

The only saving grace was Sue in the showroom and Stephen on service. Both of whom seemed genuinely embarrassed.

The car has been fixed for a fraction of the cost quoted and without the parts Jaguar insisted were necessary.

Group 1, you should be ashamed of this centre.

I had a fault c my car 2 weeks before it was booked in for service and MOT. All handled really well...by Jess...and got the car back with all work 2 weeks early !!

Shocking customer service !

Little to no communication from the staff on the desk re. How long my car was going to be in service for .
Had to return to get my wing mirror case ( which had come off previously ) fitted , but I was the one chasing them to see if the part had arrived etc .
On the my invoice from my original service I was quoted £24 cheaper for the fitting of the part than what I was charged for on the day ( I hadn’t realised until I got home and saw the previous invoice )

From then on , I’m again chasing the refund back

Considering I bought the car from group 1 Peterborough initially I certainly won’t be going back for any future services

Frustrating and disappointing !

Elected to wait during service and MoT. Wait was longer than usual as MoT was booked to start before service an brake pad replacement. Next available MoT was unfortunately much later so wait was longer than expected Was kept well informed.
Waiting area comfortable, coffee great.

Nothing more to add to the survey.

I am 75 years old this was my worst experience ever buying a car, told I would receive help with the cars IT
got less than 15 minutes hand over. Finance papers sent to me the night before I took delivery. Sat-Nav
installed told " I only fit them dont know how it works"
"dont worry if you crash someone will sort it"
Simon was a help, but the rest NO. Have not received a follow up phone call to see how I am getting, says it all????

Excellent company, took in Toyota Yaris Hybrid for a free battery check. Had a free coffee while I waited for 30 minutes. Engineer reported the battery was fine, just needed a full charge. If any problems arise in the future, to return for maybe a replacement battery. Member of staff showed me back to my vehicle

Every time I take my vehicle and it gets all sorted the staff up all welcoming and polite I’ve had no issues ever since I’ve been going into Audi and my vehicle gets done with no issues at all

I took my car in for it's first service. I was dealt with promptly and courteously. My car was returned to me within 90 minutes. Washed and vacuumed.

Undisclosed poor-quality repairs, ignored by management, matter being referred to Ombudsman
My daughter purchased a Mercedes-Benz Approved Used vehicle from Mercedes-Benz Hertford (operated by Group 1 Automotive). Shortly after purchase, we discovered extensive, poor-quality paintwork and fitment issues at the rear of the vehicle that were not disclosed before the sale.
The rear bumper has a visibly mottled, rough finish and a noticeable colour mismatch. It was also not clipped in correctly, causing uneven gaps around the boot and light fitting. An independent inspection confirmed that the left-hand side had been resprayed very poorly. How these sub-standard body repairs were ever deemed acceptable on a car sold under the Mercedes-Benz Approved Used scheme is shocking.
We legally rejected the vehicle shortly after purchase, but Mercedes Hertford refused to provide a refund. We have repeatedly requested the Approved Used inspection and preparation documents to see how this vehicle supposedly met Mercedes-Benz standards. These have still not been provided, and our requests are being ignored.
We have contacted the dealership, senior management, Mercedes-Benz Customer Advocacy, and Group 1’s dedicated complaints department. Our final correspondence gave them a clear deadline to respond. That deadline has passed, and we have been completely ignored. I fully expect a generic response beneath this review asking me to contact their complaints department. To be absolutely clear: we have already done that repeatedly, and your complaints department has ignored us. Asking us publicly to contact a department that refuses to respond privately is a PR tactic, not a resolution.
I strongly advise prospective buyers to read the other one-star reviews on Google. Since this dispute began, I have seen several reviews describing worryingly similar experiences involving previously resprayed or repaired vehicles, undisclosed defects, refused refund requests, and customers struggling to obtain any response.
When the car was briefly left with them a week after purchase for other issues, it was also returned with new scratches. I was promised a phone call from Lee Taylor the next morning; unsurprisingly, he never called.
The matter is now being formally referred to The Motor Ombudsman. This has been an extremely stressful and disappointing experience. Once they have your money, they simply do not care. How Mercedes-Benz head office allows this branch to damage their brand reputation like this is baffling, and Group 1 head office complaints department ignoring a dispute of this seriousness is even worse.

Appalling, when I had to investigate a problem, (Warrenty item satisfactorily carried out at same time) I had to wait over 45mins to get my key back!!!
The agent said parts would be needed and she would phone me same day and confirm next day by email when the work could be carried out. Neither happened!! Around 3 months later I had a call to say the parts were in, unbelievable. They had also not carried out a recall item which was included in the booking. As I had not heard I contacted Mercedes Bedford who rectified the problem by means of a software update ( No parts needed), and arranged the recall item which was again carried out, without delay. This is not the first problem I have had with this dealership and consequently travel some distance for another dealership to deal with any problems.

Great customer service from Ellie who was vey attentive and made the purchase seamless from the initial test drive to the handover of my new car.

Great team, welcoming, polite and knowledgeable. A nice and clean facility...
JLRs £299 diagnostics test is way too expensive and surely should be part of the vehicle health check. As the engine light illuminated and I, or they, have no idea why. They still let it be driven home after the recall work was done, which I thought showed a lack of care as they didn't know why the engine light was on and quoted me £299 to run a quick test.
A JLR repair garage say they will diagnose it for free, if the car makes it there. 🤨

Purchased my new 180sport excellent service from Matthew.

I am writing this review to publicly log my absolute disgust at how Group 1 Jaguar Watford has handled my 2021 Jaguar F-Pace PHEV.My vehicle was recovered to their site following an electrical breakdown. It took them an unacceptable 30 days to return my property. Throughout this entire month, communication was non-existent. I was charged £864 for a baseline diagnostic that yielded no new information, followed by a demand for £2,129 to repair a High-Voltage Coolant Heater (HVCH) failure—a widely documented, inherent manufacturing defect across 2021 JLR plug-in hybrid models.The dealership completely refused to pause billing or assist in submitting a Manufacturer Goodwill Request to JLR Corporate. Furthermore, they refused to provide an official, uncropped JLR TOPIx/Pathfinder diagnostic report PDF matching my 17-digit VIN to verify the legitimacy of their work, sending a cropped, unidentifiable snippet instead.To recover my personal property, I was forced to pay the total sum under severe financial duress and formal protest.When I raised a formal complaint, the original manager (Kevin) requested a 7-day investigation window, which they completely blew past. The case was then dumped onto the Aftersales Manager (Anthony), who set a fake impression of taking ownership, missed the final response deadline last Friday, and has now entered total radio silence.This dealership operates in complete bad faith and directly breaches the Motor Ombudsman's Service and Repair Code. Internal discussions are now closed. I have officially launched a Section 75 claim with my credit card provider to recover my funds due to breach of contract and duress, and a formal case has been submitted to the Motor Ombudsman. Avoid this branch at all costs.

Will I ever buy JLR after receiving such a horrible service for vehicles costing close to £100k?