Group 1 Volkswagen Dartford

Good communication

I booked an interim service and break fluid change at Group 1 VW Dartford well in advance (we're talking months and months) as I wanted to book one of their loan cars and not be left to the mercy of the extortionate Enterprise car rental Dartford if they overran like they have in the past. I live just over the Dartford Crossing in Essex and I work full-time from home so I needed a loan car to get back home after dropping my car off at Group 1 VW Dartford. The weekend before I was sent the usual check-in online email, which included the loan car, and I completed that. I arrived at my morning appointment first thing yesterday and had to wait 20 minutes to be seen. My mileage was taken by your staff. I was then called to see George, one of the service agents, to be told there is no loan car for me. I was told that my booking wasn't transferred over fully to Group 1 VW Dartford. She was apologetic but I felt like they transferred the blame elsewhere - instead of taking ownership and doing something about it like I would expect a reputable company to do - and that this was no great error on their part. I dispute that they could not have known about the loan car in my booking as I was sent the online check-in at the weekend and it included my loan car booking! How can Group 1 VW Dartford be the only one not have my loan car booking? As this wasn't my fault, I asked Group 1 VW Dartford to pay for my Uber back home and Uber to come back to collect my car later. George consulted her manager and I was refused, only repeating to me again that this isn't their fault! No one there checked the booking in advance it seemed and no one called me in advance to tell me there was a problem. I could not stay there whilst the work was done as I work full-time from home. It was assumed by them that I have no job so I could stay there for hours wasting my time whilst they worked on the car. The best they offered was a lift to the train station! I had to decline this as there are no direct trains from Dartford to where I live in Thurrock, Essex, and I have a job to get back home to do! As a last resort, I asked when can I rebook with a loan car and they said the earliest is December! Nothing was done to accommodate me or correct Group 1 Auto's error. I was left feeling I don't matter, that my inconvenience and time is nothing, and my continued presence was awkward for them. So after wasting my morning (missing a work meeting too), and the cost in petrol getting to them, I had no choice but to cancel and return home. It's an utter disgrace. After years and years of using Group 1 VW Dartford too. Talk about making your long-time customers feel valued :(

Visited Group1 Dartford, no intention of buying, looking for an ID.5 or ID.4 to establish potential replacement of a car from a sister company. Welcomed within minutes by Lee Oliver, quickly established our requirements, presented an ID.4 for us to view and discuss. Lee then presented the ID.7, talked through the benefits of this particular deal, no pressure, we went home and decided to buy. Outstanding approach, knowledge, service and empathy. The car handover conducted by Kirsty Marsh was also exceptionally handled, covering all aspects and reinforced the additional options available ensuring nothing missed. Then Kirsty conducted an in car orientation of controls etc, prior to us leaving with our new car. Exceptional experience throughout!

Steve Coates was very helpful in trying to sort out my smart insurance claim after they had declined it. He took the time to ring them directly to ensure the claim would be accepted.

If I could, I would give you guys more than 5 stars! ⭐️ Steve, thank you so much for all your hard work and for everything you’ve done for us. We now have our car, and we couldn’t be happier! 🫶🏽 I’d also like to mention Kirsty for such a quick and smooth onboarding process and for helping us get a car that met all our expectations. You guys are absolutely amazing! 🤩 Highly recommended! 😎🚗 Jo and Mila