Group 1 Ford Guildford

If only it was possible to leave a zero star rating.. All was reasonably well before purchase. My salesperson was responsive to emails and calls and generally easy to reach. The problems began once I’d paid and driven away. I can’t help wondering whether paying outright, rather than taking one of their finance packages affected how I was treated post-sale. The vehicle handover was completed in darkness and the next day I noticed and reported damage on the vehicle to my sales person. I was told repairs were done on Mondays and would take 2–3 hours. When I chased for a date, I was told this no longer applied and there was no timeframe. They were also informed of a defect with the vehicle and agreed for this to also be reviewed. The review took place within 2 weeks of my initial purchase and they had repaired the bodywork defects and had told me that they had rectified the fault. A few weeks later, still within 6 weeks of purchase, a fault re-appeared, which I reported immediately. The branch told me it had been fixed when I had attended previously to repair the bodywork damage but the fault returned. Given the earlier misdiagnosis, I obtained an independent second opinion from a Ford Main Dealer Service Centre outside of the Group 1 franchise (as this was local to me). Group 1 rejected their diagnosis and insisted on their own inspection. That meant a significant journey, but I agreed to arrange it. The member of staff handling my case then stopped responding to my emails and calls. I only got a reply after making a formal complaint and even then the poor service continued under a service manager. The branch manager eventually got involved and apologised for my previous experiences and at first, seemed keen to resolve things. The car went in for a third inspection at Group 1 Ford (Which was the fifth overall) & I was told the necessary repairs had been completed, yet the fault returned within 2 hours as I had arrived home. After these repeated failed repairs, I formally rejected the vehicle under the Consumer Rights Act 2015. The dealership refused this and the case is now with The Motor Ombudsman and awaits a verdict. I have received continuous poor service from multiple staff at all levels with this branch. I would strongly recommend looking elsewhere for a vehicle or repairs. Their prices may look competitive, but in my experience you get what you pay for and any upfront savings will be lost in returned visits for repairs and significant time spent chasing members of staff for updates and responses.

Great customer service, much appreciated as they worked really fast so I could go back to hospital where my father in law was put on palliative care. I told them this when I brought the car in and they were very understanding so much appreciated and very grateful for top customer service! Thank you!

Great service from booking to collection !

Jack at the service station was patient and very courteous as we have a Motability vehicle (which is a nightmare) and needed a taxi home due to all its faults. He was able to sort it out and made sure to communicate the large list of issues with the car into the system. He stayed on hold for ages, going above and beyond and saving us a job, all while remaining personable and professional. Thank you Jack! from myself and my wife

Any time I take my Ford car to this garage, something happens to it. I constantly keep taking my car back with newly happened different issues, that wasn't general beforehand.? I complained this morning before they carried out a full service and then my recently replaced expensive clutch had been damaged by their staff. I left the service book on the passenger's seat but it wasn't filled in. I had to write in details.

Made a happy purchase with the assistance from Atul. He was exceptionally patient and friendly with my questions and helped me make the right choice.

We bought our second-hand car here, over a year ago and the experience was excellent from start to finish. We didn't have an appointment but Stuart the salesman was incredibly polite and professional and took the time to arrange a test drive and answer all of our queries, I requested some minor paintwork and interior repairs and these were agreed without hesitation and he kept us fully updated on the progress and the timeline for collection. The after-sales service was just as great and he promptly answered a couple of follow-up questions we had after driving away. I recently returned to the same dealership for a service and MOT, and I received the exact same level of customer service from the service department. I also found the service costs to be very competitive. Just to add I also recently used the same dealership for new tyres and was very happy with the service I received.