*This review was my last resort and since my initial posting on Google, I have been told that I have been removed from their customer database while I still have an active agreement. They cancelled my service within a few days notice, and told me to remove the review. Sorry Thames can’t handle the truth, I am well within my rights to publicly share my experience when I have granted you very reasonable opportunity to make amends with me, especially regarding the vehicle tax. It’s shameful that their only attempt at resolution is to remove all trace of me, but nothing they do surprises me anymore!* The worst customer service of any garage that I have experienced. Thames motor group are kind up until the sale is completed, after this you may as well not exist. I do not usually write reviews, but their poor service and lack of care for my situation has caused me to resort to this platform in sharing my discontent. This was my first new car and I went to Thames with high hopes as my family had bought multiple cars from them before. Needless to say, none of us will be returning. I had also hoped to have no mechanical issues for at least 3 years, but again, this couldn’t have been further from the reality. When I got the car home, I noticed scratched wing mirrors and front bumper damage. Thames tried to deny this was present when I bought it, the first red flag. I received no real apology and I had to return the car to Tunbridge Wells to be fixed at my inconvenience, using my petrol and mileage. Within weeks of buying my car, a serious power issue became apparent, which meant I couldn’t drive the car. This did coincide with the first COVID lockdown which I was understanding of, but I had a new car parked for over a month which I couldn’t drive as the engine would cut out which would leave me in potentially dangerous situations. When garages reopened, after trips to Brighton and Tunbridge Wells at least twice, the problem was identified as a broken oxygen & crank sensor. I was without my car for days at a time again at this stage. However, the most serious error that Thames have made is with changing the ownership of the car. When I bought the car, I paid an additional £145.00 for tax for the first year and was assured that this was all arranged ready for me to take the car home. As this was my first PCP car, I was not accustomed to the usual process in receiving the log book etc. In December, upon wanting to put my private number plate on the car for the first time, I realised by absolute chance that I had been driving the car UNTAXED, when Thames should have done this until March 2021. I notified them of this error, which they attempted to blame on me as well as COVID, even though the sale of my car was finalised 3 weeks before the first national lockdown. I went on to contact DVLA to understand the cause of the error, and they advised that usual processing times was 3-4 weeks normally and 6-8 weeks during COVID so obviously this should have been completed well before December! They did also advise that they had received nothing at all from Thames regarding the sale of my car, and that they had not received the change of ownership application until DECEMBER! Thames knew this error had occurred, yet failed to let me know that I was driving an untaxed car! Not only was I driving around unknowingly untaxed, it would have made my insurance null and void as I had told them that I was the registered keeper when I was not. This was truly the last straw for Thames, they are a terrible organisation who just do not care once they’ve got the car off of the forecourt and again I had to fight to get them to reimburse me for the tax I had ALREADY paid for! It was excuses after excuses. The WORST type of garage. The whole process has been very stressful. You pay a premium for new cars and the process should be relatively problem free. It has been the exact opposite experience for me and others should know of Thames’ incompetence. I have given them more than reasonable opportunity to make amends with me and be honest in their errors, but at no point have I felt I have received a genuine apology. Avoid them at all cost if you want any level of competence or professionalism.

Excellent customer care, they kept me updated from start to finish and even gave me a call a month later to check in on the car and make sure I was happy. They were a pleasure to deal with and I recommend them 100%.