If I could give it 0 stars I would!
If I could give it 0 stars I would!
Every time I use the dealership I have a problem whether that be poor communication, has my car longer than they say or doesn’t get cleaned but this time absolutely topped it!
Had my car from 9am Thursday. Not ONE phone call to say I wouldn’t get my car back that day. Rung no answer.
Friday I start calling from 9am til 5.30pm when I finally get someone to answer because I go through to sales! I had 1 text in this time to say good news, the car is being looked at. The lady I actually get hold of at 5.30 said oh I was just sending the work over for you to ok but we may not have the parts so no idea when it will be back. Iv not been dealing with your car.
So my whole weekend we was meant to be away got cancelled as I had no car and wasn’t told id have no car.
Saturday comes. NO ONE calls so I have to at 11.40 knowing they close half day. Still no answers and I was told on Friday they don’t get parts delivery on a Monday but now this lady on Saturday says oh yes we do! So who is lying?!
She offers a courtesy car if I could get my 3 kids (1 autist that doesn’t just get in any old car) there within half an hour! I decline because it wasn’t possible.
Monday comes, I get a phone call for the first time to let me know without chasing them. To be told oh the quote we sent was not including parts, just labour it was a mistake. It was just labour. It’s actually another nearly £3000 on top of what I ok’ed
They get money off for the inconvenience and I ok the work. Tuesday comes, I get a call to say arrive at 5pm. I said has it been washed. I was assured it had been whilst sitting then and will also get it cleaned over again. Guess what?! I arrive at 5 and it’s not been cleaned even once!!!!
I get told no cleaners can I come back again tomorrow (this happened the last time my car was in) the answer was NO as I had to go to work to pay for this shambles service. I ask for a manager to which I’m told they have NO manager!!! Explains a lot!
Then all of a sudden it can be cleaned! I try and avoid this place and would rather drive an extra 40 minutes to get to Maidstone branch but this was the quickest appointment for my engine lights (3 weeks wait)
I should have learnt my lesson the last time!
Reply from Group 1 Automotive UK
Hello May,
Thank you for taking the time to share your feedback, and we’re very sorry to hear about your recent experience.
We sincerely apologise for the lack of communication, delays, and the inconvenience caused throughout your vehicle's time with us. This clearly fell short of the level of service we aim to deliver, and we appreciate how frustrating and disruptive this must have been particularly when plans were impacted and expectations were not met.
Your comments regarding the inconsistent information, difficulties in getting updates, and the issues surrounding the vehicle handover and cleanliness are very concerning. We take these matters seriously and will be investigating them further with the relevant departments to understand where processes broke down and how we can ensure this does not happen again.
We’d welcome the opportunity to speak with you directly so we can review your experience in more detail. Please don’t hesitate to contact us at tellusmore@group1auto.co.uk so we can follow this up with you.
Thank you again for your feedback it’s vital in helping us improve.
