Group 1 Volkswagen Norwich

Just an amazing bunch great bunch

Initially visited the dealership, absolutely no sales people in sight - asked at reception if it'd be possible to get some details about a used car and was told nobody is available today but I could leave my details and they'll try and get back to me. About an hour later they did, and fortunately I was still in Norwich so I returned. The experience with the salesman was good, albeit there was a lot of waiting around. Upon purchasing the car I picked it up a few days later on 1st September. I had also purchased the SMART protection insurance which should have been registered on the same day. It was not. A tractor with a muck spreader had flung a stone into my car on 9th September, I tried to claim on the product to be told there was no record of my vehicle and to go back to the dealership. The salesman had obviously realised his mistake and registered it for the 10th September. I pointed out that the policy wording specifically stated that claims before the policy start date would be rejected and asked him to either correct it to 1st September or have the dealership fund the repair as it was their mistake. The response was “Just claim it happened on 10th September” - which is specifically against the terms of the product, I had already tried to claim and there would obviously be a record of that. Suggesting making a fraudulent claim was a big surprise, it’s clearly stated on the product they can cancel my insurance if I was to do that.

I refused and after more chasing he finally got it corrected to 1st September. This was not a good experience and suggesting I make a fraudulent claim because of his/the dealerships mistake is not on. I then noticed 28 days on from me purchasing the vehicle that I hadn’t received the V5C so I contacted the DVLA (as they recommend if you don’t receive it within 2 weeks after purchasing a vehicle) and was told no new application has been made. I contacted the salesman again to be told they don’t do this until 3-4 weeks after the sale owing to the 30 days exchange period. Further research suggests this is because if I was to return it they don’t want another keeper on the logbook. This was AT NO POINT ever mentioned this would be done, and I’ve never purchased a used car before where they kept hold of the logbook. Indeed, the DVLA expectations are immediate change of keeper following a sale. If I had been made aware Group1 would be holding the logbook, I would have refused the sale and walked away. Very poor practice. Owing to these issues, I would not consider Group1 again.

Great service.

Great experience. Would recommend getting a car here. Tom was amazing

My Golf R was booked in for an MOT and brake fluid change, both of which were scheduled as 45-minute appointments while I waited. When I checked in, I specifically asked for confirmation that the appointment would take approximately 90 minutes, which was confirmed. After I had been waiting for around an hour, I was informed that, due to an unexpected delay, my car would take approximately another 90 minutes. In the end, I was there for almost three hours. I completely understand that unexpected delays can happen, and the additional waiting time itself would have been much less of an issue had I been made aware of it when I arrived. However, because I had been told to expect a 90-minute appointment, I had arranged my working day around this and then had to repeatedly contact work to explain that I was going to be later than expected. I feel that customers booked for a while-you-wait appointment should either be given priority where possible or, if there is already a significant delay, be told at check-in so they can make alternative arrangements. People's time is valuable, and better communication would have made a big difference to my experience.

I bought an approved VW polo, less than a year later I needed to claim on the warranty due to a default with the gear stick. They have rejected the claim even though when I went in person they guaranteed the work would be done under warranty. The whole warranty on approved cars is a complete scam, they always find a clause to get out of paying. Apparently a broken gear stick is an ‘aestetic’ problem rather than an integral issue in a manual car. They have then quoted me £216 to fix the problem even after the salesman on the day told me it’s a ‘easy 5 minute fix’. They waited until I signed up to a service plan until they told me this news so I am stuck seeing them another year, ignored my email when I asked for the warranty claim to be reviewed. Extremely disappointed in this customer service, customers are completely misled and from reading the reviews I can see this happens a lot

Well done Tom on the service and care you provided whilst we purchased our new ID3

Great service and excellent communication from everyone involved!

Paul Hart at Group 1 VW Norwich has been incredibly friendly, helpful and professional. Having never bought a new car we were guided through the steps and got exactly the car we needed at a great price. With no hard sell! We are really pleased. Thanks