Thames Motor Group Opiniones 158

I called Thames Tunbridge Wells to book in my Alfa Stelvio for its 8th annual service. Lady I spoke to was polite, however she could not answer a question regarding VAT and she asked I email the service manager directly for clarification. This I did on the 1st of April 2026 and got no response. Therefore on the 8th of April I called the dealership and asked to speak with him, I was told he was not at his desk and after my details were taken, I was assured I would get a call back. To date, I have not had a call from the dealership or email. Awful customer care and I have decided to take my Stelvio elsewhere. Sad whole issue for Thames is that I'm actually considering trading it in for a new model - you've not only lost a potential sale, but the related servicing that goes with it.
#AlfaRomeo

All i can say is What a great service! I had no appointment booked and visited, as i found out that they now deal with Nissan's. From being greeted, to the young lady at the service desk, i was made to feel at ease and welcomed. They took my car in to the garage to have a quick look at my issue. At first they believed it to be something that would need to come in, but a very helpful young man, whos name i believe is Callum went above and beyond and sorted out my issue in less than 10 minutes! It made my day as well as saving me a fortune. What a credit to his employer!

I do not usually post things like this, but after the last few weeks I've had trying to sort out issues with Thames Motor Group in Slough.
I purchased a car for £32,000 in December 2024 from Thames Motor Group, a Jeep Renegade with only 11 miles on the clock, so a brand new car!
I have to share this so that anyone else buying a car from them checks things out with DVLA carefully before spending their money.
On 19 February 2026, my car completely broke down. I had to call the RAC. They arrived after 6 hours and told me that it was a major issue and that it was not fixable, and the car had to go straight back to the Jeep dealers at Thames Motor Group in Slough where I had purchased the car from. RAC took the car there.
Within 24 hours, I was told by the service team at Thames Motor Group that the engine had completely failed and that the car would need a brand new engine.
I googled why a new car might need a brand new engine within the first 12 months and discovered that the car was on recall at the time Thames Motor Group sold it to me!
A lawyer I spoke to indicated that cars on recall have to be disclosed to the customer, BUT I was not told about it. They took £32,000 and sold me a car with major engine issues.
I was quite surprised that the issue took 14 months to materialise but, to be honest, I only drove it circa 20 miles a week, if that, in the time that I had it.
I paid £32,000 for the car. It had 11 miles on the clock and I was told by the unprofessional salesman that it was one of the most wanted cars!
I picked it up with no car charger, no handbook and loads of issues within the first 3 months, which the guy who sold the car to me made various excuses about why these things were missing.
How does an engine fail completely on a car like that?
I have been buying cars for over 40 years and I have never, ever had an issue like this before.
The RAC guy said it was quite dangerous to drive. He also said that the engine never goes in a car that is so new.
What followed was nearly a month of chasing, waiting and getting very little clarity. The customer service from Thames Motor Group was awful.
Here are the issues I had:
• They sold me a car that had recall-related issues at the date it was sold to me
• They should never have sold me a car with a recall issue on it
• They tried to normalise the whole thing, as though it was okay to sell a car with recall issues
• They said that normally they would pick up the recall and invite me back into the garage to get it fixed
• Nobody contacted me for a whole year to tell me there was a recall issue on the car
• Nobody contacted me to say they were sorry
• Nobody contacted me to ask me to bring the car back so they could fix it
• I was driving around without knowing the car had an unresolved recall issue
• When the car broke down, they tried to say it was not a major issue
• For a brand new car to break down with a major engine failure in 12 months is awful
• They promised me that the franchise dealer owner, Natasha Khanna, would telephone me
• She was copied into an email and I was told she would be giving me a courtesy phone call
• I then received an email saying that Natasha only works 1 day a week
• I rang for a whole week asking to speak to her
• Not once did she call me back
• Not once did any of their senior management team call me to give me any reassurance about my car
I had emailed them about certain lights which kept coming on on the dashboard and they just made lots of excuses.
Then they said that because the car was under warranty, they would just give me a new engine and that I have to take the car.
But that completely misses the point.
This car had some serious major issues.
They acted irresponsibly. Their customer service was awful.
When you spend £32,000 on a car, you expect customer service that reflects that.
It was a horrible experience and I will never be buying a car from Thames Motor Group again.
If there is one thing I would say to anyone buying a car from Thames Motor Group in Slough or any of their other branches, it is this:
Please double check everything yourself.
Check the GOV.UK recall checker yourself.
Do not assume that just because you are buying from a main dealer, everything has been properly checked.
If anybody else has had any experiences like this, I would like to know.
I will be instructing lawyers to deal with this once and for all.

Used this company to update my in-car sat nav. Ian in sales was fantastic, knowledgeable & precise with fantastic communication. Would definitely use again & highly recommend.

Had to take my car into the Tunbridge Wells branch for some repair work .
Excellent experience from start to finish. Wonderful. Helpful and caring staff that go that extra mile. From booking the vehicle in right up to collecting it after repair, the whole experience was faultless. Big shout out to you all at Thames Garage Group, fantastic. Well done .

Wow, what a wonderful experience from a professional business with good old fashioned values. But any business is only as good as the people that front it and this is where they come into their own. Paul and Eyston are the bees knees! Paul was amazingly patient and genuinely listened to me, even on a dark and very wet evening, culminating in my test driving a car on the Saturday morning. As he was then busy with other customers, Eyston stepped in to solve an issue with his technical skills, to find the perfect car for me to test drive. Neither of them minded coming with me on my test drives as I was nervous and at no point did I feel any pressure, rather just two new friends helping me to navigate an unfamiliar situation, changing it into an exciting time of finding the perfect new car, and their Manager working alongside to give me a very generous offer on my trade in car. They all worked together for their company to give the best customer experience, while also working for the customer and making me feel important too. The car was ready to collect two days earlier than was promised and the hand over ... Oh boy ... bells and whistles it truly was! Literally my car had beautiful ribbons, was presented in the most amazing way, and Paul took the time to sit in the car with me and ensure that I was completely happy with all of the workings before I drove away. If I could I would genuinely give eight stars, the five for the review and three extra big, bright ones for Paul, Eyston and their Manager! A big, bright, smiley thank you to you all, Jacky x

We bought our 18 year old daughter her first car and it is her absolute pride and joy. At great cost she saved up and bought herself a brand new infotainment system so she could use Apple CarPlay. But then we took her beautiful car in for MOT and Service at the Tunbridge Wells branch of Thames Motor Group.

The car was with them for ten days. The bill was around £900 but anything for our daughter's safety. When we got home we noticed that there were three deep scratches on the brand new infotainment screen.

My husband contacted the branch and they insisted we drive all the way to Tunbridge Wells and bring it in which honestly was a bit of a hassle as we had sent clear photos and reported the damage which occurred in their care. To our mind there was no debate. The car went in undamaged and was returned damaged.

They initially tried to say they had not been inside the car at all which was a lie. The back seatbelts were done up, so could only be accessed by getting inside the car from the front. It's a FIAT 500 so tight on space. Clearly the damage occurred when some large mechanic or valet staff got inside the car, likely scratching the screen with a tool in their back pocket or something sharp on their belt or back of their trousers.

We understood it was an accident. We didn't for one moment think it was intentional. But we did expect them to cover the cost. Why should a young girl with her first car have her brand new screen damaged and bear the cost?

Replacing the screen would only cost about £290. We got a quote from the firm who fitted the system and took the car in for inspection. (A 50 minute journey each way). We honestly thought it would be a formality. We didn't think they would go to such extraordinary lengths to avoid admitting responsibility.

But then my husband received an extremely long email from branch manager Ian Biddle, who it seemed was quite prepared to do anything he could to save the branch £290! He did this by coming up with the most ridiculous theory of all time, claiming the in car camera had fallen down causing these scratches on multiple occasions! Therefore suggesting we were lying in some attempt to scam them out of £290! Why would anyone lie in order to try and get such a small sum of money? It made absolutely zero sense. We had just paid £900 for work on the car!

In terms of the Agatha Christy level theory - Firstly the camera had never fallen but had in fact been fitted, removed and replaced leaving residue from the first fitting. Secondly, if it did fall there is no world in which an item like a smooth black plastic in car camera would leave such deep gouges in a screen! Only a sharp tool could cause this damage. It seemed as if Mr Biddle was determined to go to extraordinary lengths to come up with a theory just so he could save £290!

For the sake of £290 they have lost a very good customer and all their family and friends. The way they have treated a young, new driver who would have been a customer for life, is just appalling.

£290 is nothing to Thames Motor Group and nothing to us but it's a lot to an 18 year old who now has a scratched screen in what was a brand new system her hard work paid for.

Their slogan is "only 10/10 will do", well Thames Motor Group Tunbridge Wells here is your score:

0/10 for Customer Service
0/10 for protecting a customers car from damage in your care
0/10 for your laughable Agatha Christyesque theory
0/10 for calling honest customers liars
0/10 for your appalling treatment of a new driver
But...
10/10 for being utter charlatans

If you are considering Thames Motor Group as a servicing centre for your car, may I suggest you run for the hills. If you decide to use them just make sure you photograph your car the way you would a hire car, just in case they call you a liar when they damage your vehicle and refuse to accept responsibility.

Whenever I try to get through to Servicing it is impossible, they never answer the phone! They are impossible to contact. The only way to do it, is to go into the actual show room in Tunbridge Wells in person. When you get there the staff are lovely, but there are clearly not enough of them manning the phones.

Absolutely terrible customer services you phone never get though ask for a call back never happens I've never had such terrible time trying to talk to a garage before avoid at all costs!

I asked Amir a simple question.

Show me any scuffs or chips as its a distance sale & he won't show me.

Will never purchase another car or get my Wife’s Fiat 500 serviced at Thames motor group especially from Tunbridge Wells.
I looked online Through Fiats own website and a second year service was priced £399 where Thames Motor Group wanted £450 , I called Thames Motor Group to Query this and was advised that the Fiat Option does not include Brake fluid change, as the Car is under Warranty I went ahead with the service and paid the full price but reading through the receipt I read Brake fluid (Top) guessing this has been topped up and not changed.
I was asked if I would like the Car to be cleaned which I agreed , I would not advise you go ahead with having your car cleaned as our White steering wheel was stained from where the exterior had been cleaned (Dirty Hands)Photos of the dirty steering wheel emailed to the Service team. We received a email reply from the service team advising this had been sent to the service team manager and will be looked into and we’ll be advised of next steps. We are still waiting for a reply nearly two weeks later I also love the fact that on the email reply where they will look into this it clearly stated only 10/10 will only do. Should be 1/10.

Absolutely brilliant service from start to finish. Jagan was very professional and completed all the little bits I wanted done plus a few extra bits. Well done Thames Fiat in slough you went way above and beyond. I purchased a beautiful little Abarth convertible. We will be back. Thank you Mat and Leah

Very knowledgeable and very friendly. Abb was a absolute legend. Explained and went through everything needed for a very pleasant sale and 1st class handover. Also great sense of humour and got on well with him . Thanks abb .

I had my Stelvio serviced at Thames Group in Slough and what an experience! The agent was very professional and gave an impeccable service. Excellent, please keep up with the amazing work. Always reach higher level of customer service never lower the standard.

Shocking customer service especially from someone supposed to be a manager, service from start to Finnish has been terrible, all it seems this company is interested in is lying and taking peoples money.

Would never use again and certainly would not recommend to anyone.

Not helpful in any aspect, most stressful and awful experience I have ever had.

UPDATE - Fiat agreed to cover ‘goodwill’ for suspension parts only. TMG booked me in same day 28/05 plus valeting/tracking and charged labour only. Hence, I have changed rating from 1 to 3. However, I paid TMG for a service and MOT at end of March where the only advisory was a tyre (15.2k mileage and 3rd tyre replacement). Did this indicate suspension issue at this point that could have been raised under warranty? Instead less than 500km and a few weeks later I had a suspension issue not under warranty. In the meantime, I had to get my car back on road and a local company quoted only £150 (parts, tracking and labour) more than I paid TMG. Appreciate parts may not have been Fiat sourced, so stuck with TMG.

Am I concerned there is design fault - ABSOLUTELY. Such a shame it is a lovely car to drive, but have shelled out just under £800 (tyres, service, suspension labour) and it is only May. I never had these issues with petrol 500s that TMG sold and serviced. Is the 500 electric too heavy at the moment? I guess time will tell.

ORIGINAL - On my 3rd Fiat 500 from new from Thames Motor Group. My current is an electric La Prima it has the lowest mileage of all my cars less than 16k. A few weeks after TMG full service where no issues identified I am told both suspension arms need to be replaced and warranty expired 2 weeks after service! Getting into 3rd week of waiting on Fiat Goodwill Department to respond if they will cover replacements and left without a safe car to drive. Same roads and driver as my other Fiat 500s, suspension arms should not fail unless well over 100k. Is the electric design too heavy (tyres don’t last as long)? Most expensive car I have ever bought, lovely to drive, but now really concerned I have a huge expense every 15k. Have I been sold a dud? What next?

No reassurance it is an exception.

Good and bad . This is the second time we’ve bought a car from Thames Tunbridge Wells we’ve always had a good service from them. We bought an Abarth 595 2020. It was a very low mileage car 12500 in very nice condition. l looked at the tyre treads and they were fine but on checking the tyres later I found I’d looked at the only Pirelli p zero on the car, the other three a cheaper tyre. on complaining was told the treads matched, so beware check everything !

I’ve honestly never had service like I did here. From the moment I reserved the car, the communication was spot on – quick, clear and genuinely honest. Paul answered every question I had and went above and beyond to make the whole experience smooth and stress-free.

There was no pressure and no salesy vibe, just genuine help and advice. I wasn’t pushed to listen to or buy extras I didn’t need, which really stood out to me, especially as that’s something I’ve found frustrating at other dealers.

AND my new car was delivered straight to my front door as soon as I bought it. I couldn’t recommend Fiat Slough and especially Paul highly enough. Thanks again for everything!

From start to finish had the most amazing service from the wonderful Isaac, he was very efficient knowledgeable and kept me up to date throughout the entire process. Thankyou so much Isaac, for making my experience so easy.

TMG took my car as part exchange for a new car that I collected over three weeks ago. They were supposed to settle the outstanding balance with my old finance company (£21000) and this morning I have woken up to find they have not settled the finance and I have had the whole £21k taken from my acct. I checked with them on the phone a week after getting the car and was told ‘it will be settled today or tomorrow’. I wouldn’t recommend at all, not unless you want to fight to get the basics covered and not be left thousands out of pocket. Avoid.