Group 1 Volkswagen Dartford

Read this before you decide to book your vehicle into this place. What an absolute scammy and unscrupulous this place is. Worth of 0 stars. Booked my car in for what was supposed to be a free recall for a known issue with early versions of VW Golf. Customer support started friendly. During the update, I'm suddenly informed that the update can't go ahead because a part is faulty and I need to pay ~£1200 for it to be replaced. In the current cost of living climate, customers have the right to understand why and how for any charges, even more so, when it's so unexpected, but Emma and her manager Richard, seem to think otherwise, as long as they can report back their positive balance sheets to their superiors. After questioning why and how for the bill and work, and considering that similar recalls have caused similar issues with others customers in the past, as stated in the official VW forums(and Emma stating that herself), I decide to raise it with Volkswagen Customer Care, something Emma and Richard seemed to hate. The updates and responses became less frequent, with VW customer care even asking if I was getting any updates on my open case from Group 1, he seemed confused himself as to why I wasn't. When Emma finally did respond, it was snappy, impatient and with attitude. After a long 2.5 weeks of my car being with them, I gave in and paid. Then the final bill comes and it's higher than what I was initially quoted, I asked why that was the case, Emma's response again, became snappy and giving me a deadline to pay (she wasn't even aware of this change in the final bill). Only when I pointed out that the final charge was higher than the initial quote is when she then decides to backtrack in her attitude, amend the bill to include the higher charge and state that this was due to "further advisory work", whatever that even means. I never asked for advisory work to be carried out on my vehicle. To make it even worse, curiosity took the best of me, and I called some local Motor specialists to better understand what the quote would be for this type of work if I'd towed my car to them instead, was then told by one, that Group 1 Dartford is known for their questionable ways of working and charges, and that they've had multiple other customers going to them instead and complaining of similar experiences with Group 1. Sadly it was too late and I'd already paid. I wish I followed my instinct, believed the many bad reviews they already have and didn't book my car in with them. Moreover, I was told that they didn't have the faulty part, and they needed to put an order in to an external vendor and be delivered. I agreed for the replacement part in the afternoon, and to my surprise the replacement part was already being worked on the following morning. Makes you wonder if the part was ever really faulty or just another of their scammy way to get customers to pay. Go for other local motor specialists in the area instead, unless you thoroughly enjoy being scammed and dealing with the most subpar customer support. What an absolute shambles of characters or lack thereof these people are.

We spoke to Steve Coaten, who was very very helpful. His knowledge of all the cars was exceptional and thorough.He was very friendly and welcoming. Would 100% recommend speaking to him!!

VW Dartford really do provide an exceptional service. We highly recommend you see Adam, he helped us find our first VW Polo 2 years ago. And now helped us to upgrade that to a brand new one. He has always gone above and beyond to support us, he has made us feel confident and comfortable throughout the process. Thank you Adam. Gurbaksh / Bobbie

Emma White, the car service assistant, was patient and calmly explained the different service plan options, making sure I knew what I would be getting as well as what was not included. Her advice undoubtedly saved me money and was a credit to the VW dealership organisation.

VW Dartford has always been good to us with our buying and trading cars. Today I needed assistance with a new car key battery and engine oil and James provided amazing service and really made my day. Very polite and knowledgeable, thank you for your help and kindness. Great experience!

The best🤝

Great experience with the sales team and handover Thankyou

I have had a positive experience here, both in the car centre and now the van side.