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1 month ago
Great experience with Honda Letchworth
Vasyl P
Norton Way Honda
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1 month ago
Buying the car was easy. Receiving any after-sales support has been impossible.
I reported concerns with my Honda HR-V shortly after purchasing it on 30 May 2026. Since then, I have emailed the dealership, visited twice, used the online chat and submitted two Customer Service enquiries.
Despite repeated assurances that the Service Department would contact me, nobody ever has. More than a month later, the vehicle has still not been inspected under warranty, and Customer Service has provided nothing beyond automatic replies.
What I find most disappointing is not that a used vehicle requires attention, but that despite every reasonable effort on my part to resolve these issues through the channels available to me, I have received no meaningful response.
I had hoped to resolve this privately. Unfortunately, after more than a month without any meaningful response, I have been left with no option but to share my experience publicly.
I still hope someone from Grainger Motor Group will finally contact me and resolve this matter.
Claudia Ribeiro Marconi
Norton Way Honda
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2 months ago
Michael helped me buy my new car. Made the whole process very easy and was very professional - edited review since collecting car.
Picked up the car I purchased took it back the same day with an issue. Was assured I’d be contacted the next day, never happened. After persisting to be acknowledged they looked at the car said they couldn’t find the issue. Took to a different garage then found the issue with them. Rather than them taking the car and solving the issue a manager called me and told me to take the car to a different garage send them the invoice then they would send the money back to me. No point in doing that as I’m still awaiting money back that I was supposed to receive a while ago. Main dealer brand on the door, back street garage management behind it.
Charlie Western
Norton Way Honda
Response from Grainger Motor Group 1 month ago Thank you for your 5 star review!
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2 months ago
Rupesh Morjaria
Norton Way Honda
Response from Grainger Motor Group 2 months ago Hi Rupesh Morjaria, thank you for taking the time to leave a review.
We are sorry to see your 1/2 star review and regret that your experience with us was not satisfactory. We value your feedback and would like to understand more about what went wrong.
Please contact us at customer.service@emgmotorgroup.com so we can understand and address your concerns, to work towards a resolution.
Kind Regards,
The team at EMG
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2 months ago
Today I visited Honda Letchworth with my Honda HR-V Advance Style, and I couldn’t be happier with the service I received.
Since April, I had been experiencing a screeching noise from the front wheel area whenever braking or slowing down. I took my car to Honda Northampton several times with the same concern, but each time I was told they couldn’t find any issue. It was incredibly frustrating because I love my car and just wanted the problem resolved.
I used to live in Luton before moving to Northampton, and Honda Letchworth was always my trusted dealership. I knew if anyone could help, it would be them.
Today, after picking up my kids from school, I drove a 90-mile round trip in 34°C heat to visit Honda Letchworth. From the moment we arrived, the team made us feel welcome. They offered water to me and my children and made sure we were comfortable throughout our visit.
Daniel and the team suggested taking a technician with me on a test drive so they could hear the noise for themselves. After around 10 minutes of driving, we managed to reproduce the sound. Straight away, the technician identified the issue and explained that the brakes needed cleaning and lubrication. They carried out the work, and the noise was completely gone.
I drove home so happy and relieved. After months of worry, the issue was finally fixed by a team that listened and genuinely cared.
A huge thank you to Daniel and the entire service team at Honda Letchworth. Daniel, in particular, went above and beyond to make sure I left with a smile on my face. Excellent customer service, professionalism, and expertise.
I highly recommend Honda Letchworth to anyone looking for a dealership that truly cares about its customers.
CV Thomas
Norton Way Honda
Response from Grainger Motor Group 2 months ago Thank you so much for taking the time to share such a detailed review. We're absolutely delighted to hear that Daniel and the team were able to resolve the issue with your HR-V and provide the level of service you deserved.
We understand how frustrating it must have been to experience the problem for so long, so it's wonderful to know our team could identify the cause and get it sorted for you. We'll be sure to pass your kind words on to Daniel and the technician – they'll be thrilled to hear how much their care, professionalism and expertise meant to you.
Thank you for making the journey to visit us and for placing your trust in Honda Letchworth. It was our pleasure to help, and we're so pleased you drove home happy. We truly appreciate your recommendation and look forward to welcoming you and your family back in the future. Safe motoring!
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2 months ago
Popped in to see Micheal about the mobility scheme for my Mother. It was an absolute pleasure to chat with Micheal. He was very informative and helpful, offering plenty of options. The whole team were very welcoming from the minute we entered the building. A pleasure to deal with xx
Niki Mansell
Norton Way Honda
Response from Grainger Motor Group 2 months ago Thank you for your lovely review! We're so pleased to hear you and your mother had such a positive experience with us. It's wonderful to know Michael was so informative and helpful, and that the whole team made you feel welcome from the moment you arrived. We'll be sure to pass on your kind words. Thank you for choosing us, and we look forward to seeing you again in the future!
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2 months ago
Charlie was amazing with us! Explaining everything to us clearly and patiently whilst on our buying journey
Jake Pringle
Norton Way Honda
Response from Grainger Motor Group 2 months ago Thank you for your lovely review!
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2 months ago
I must say we had a great experience dealing with Honda letchworth the young man we dealt with Leedan Walker was very professional and extremely helpful.
This is our second time dealing with Honda letchworth and both times myself and my wife was very impressed with the service, thanks again Leedan.
Stan Clarke
Norton Way Honda
Response from Grainger Motor Group 2 months ago Thank you for your wonderful review! We're delighted to hear that Leedan provided such professional and helpful service, and that this is your second positive experience with us. We truly appreciate your continued support and hope you both enjoy your new car. We look forward to welcoming you back again in the future!
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2 months ago
Kane was thorough and very helpful and thorough. Very very helpful
Vasco Ngonga
Norton Way Honda
Response from Grainger Motor Group 2 months ago Thank you for your kind review! We're delighted to hear that Kane was so thorough and helpful throughout your experience. We really appreciate your feedback and hope you enjoy your new car. We look forward to welcoming you back in the future!
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3 months ago
The experience at Norton Way Honda Letchworth was fantastic because they didn't just want to sell me a car but make sure it was right for me and my needs, when dealing with them I never felt under pressure, this site went to great lengths to accommodate me when I couldn't take the car home that day. Very professional and a good experience from people that care. Norton way is a great asset to honda and should be applauded for there customer service.
anuthis uroc
Norton Way Honda
Response from Grainger Motor Group 3 months ago Thank you for your fantastic feedback. We are delighted to hear that the team took the time to understand your needs and ensured you felt comfortable and supported throughout the process, without any pressure. Your kind comments about our customer service and professionalism are truly appreciated, and we hope you enjoy many happy miles in your new Honda. Kind regards, Norton Way Honda
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3 months ago
Krzysztof Cieslewicz
Norton Way Honda
Response from Grainger Motor Group 3 months ago Hi Krzysztof Cieslewicz,
Thank you for your review! We're delighted to know that you had a great experience with us.
If you have any additional feedback or need further assistance, please don't hesitate to reach out to us.
We appreciate your support and look forward to serving you again!
Kind Regards,
The team at EMG
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4 months ago
Roman Andrijanov
Norton Way Honda
Response from Grainger Motor Group 4 months ago Hi Roman Andrijanov,
Thank you for your review! We're delighted to know that you had a great experience with us.
If you have any additional feedback or need further assistance, please don't hesitate to reach out to us.
We appreciate your support and look forward to serving you again!
Kind Regards,
The team at EMG
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4 months ago
I found a CRV for sale online from this company - really smart looking car at a great price, so I enquired. Michael was lovely, so helpful, no pressure at all and very patient as I ummed and ahhed. In the end I'm going to go for a slightly newer model I've found nearer to my home, but I wouldn't hesitate to contact them again in the future. Highly recommended.
Richard Knight
Norton Way Honda
Response from Grainger Motor Group 4 months ago Thank you for your kind words and 5* review. We’re really glad you had a positive experience with Michael and felt supported throughout. We completely understand wanting something closer to home, but it’s great to hear you’d consider us again. Wishing you all the best with your new car, and we hope to help you in the future! Kind regards, Norton Way Honda
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4 months ago
I initially had a very positive experience with this dealership. The sales process was smooth, and Shaf was helpful and professional throughout. I can’t fault him for how things started.
Unfortunately, everything after the sale has been extremely disappointing.
I experienced issues with the vehicle which resulted in multiple trips back and forth to the dealership. I understand that these things can happen and I was willing to be patient while it was being looked into. However, the way the situation was handled is what has been most frustrating. The repeated visits cost me several days of my time and additional travel expenses. Despite assurances from the service team that fuel costs would be reimbursed, this was never honoured. What made this worse was the lack of care shown given the circumstances. This all happened while my wife was 39 weeks pregnant and we were left without a reliable car at a critical time. Despite this, there was no urgency, no meaningful support and no real consideration for the impact this situation was having.
I loved the car but unfortunately it came to their attention that it had serious engine problems. To their credit, they did move quickly when it came to having me return and unwinding the finance and refunding the deposit. However, this felt more focused on bringing the situation to a close and recovering their courtesy car, rather than genuinely supporting me through the issue. I was told someone would be in touch regarding a goodwill gesture, but no one ever contacted me. I followed this up myself after two weeks and received no response.
At this point, it’s not just about the inconvenience or cost, it’s the complete lack of communication and accountability. Being ignored after everything that has happened is extremely poor customer service. I specifically chose to buy an approved used car from a Honda dealership for peace of mind and the expectation that I would be properly looked after if anything went wrong. That trust has clearly been misplaced.
Overall, while the initial sales experience was good, the aftersales support has been extremely poor and unprofessional. The lack of communication, failure to follow through on commitments and repeated disregard for a customer who has clearly been inconvenienced is unacceptable. This experience has completely eroded any trust I had in the dealership, and I would not recommend them based on how this has been handled.
Emdad Rahman
Norton Way Honda
Response from Grainger Motor Group 4 months ago Thank you for sharing your feedback. While we’re glad your initial experience with Shaf was positive, we’re very sorry to hear about the issues that followed and the frustration caused. A member of our management team will be in contact with you directly to discuss your experience further and work towards a resolution. Kind regards, Norton Way Honda.
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4 months ago
Michael George was very helpful
Chris Theophanous
Norton Way Honda
Response from Grainger Motor Group 4 months ago Thank you for the 5* rating and appreciate the positive review. We look forward to seeing you again soon.
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4 months ago
Doug
Norton Way Honda
Response from Grainger Motor Group 4 months ago Hi Doug,
Thank you for your review! We're delighted to know that you had a great experience with us.
If you have any additional feedback or need further assistance, please don't hesitate to reach out to us.
We appreciate your support and look forward to serving you again!
Kind Regards,
The team at EMG
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4 months ago
Michael George was great. Whilst I did not meet him initially, I did when we collected the new car and his professional nature and willingness to answer questions was much appreciated. Michael had the time to sit in the vehicle before we left to explain the vast majority of features. Great communication throughout and made the process of purchasing my first car straightforward. Thank you again Michael.
Neeti Ghelani
Norton Way Honda
Response from Grainger Motor Group 4 months ago Thank you for your wonderful feedback & 5* review! We’re so pleased Michael provided such clear guidance and made your first car purchase smooth and enjoyable—congratulations on your new car!
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5 months ago
Monika P
Norton Way Honda
Response from Grainger Motor Group 5 months ago Hi Monika P,
Thank you for your review! We're delighted to know that you had a great experience with us.
If you have any additional feedback or need further assistance, please don't hesitate to reach out to us.
We appreciate your support and look forward to serving you again!
Kind Regards,
The team at EMG
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5 months ago
Great experience at Honda Norton way, Russell and Leedan have ensured my wife has the perfect experience followed by the perfect new car
Brendhan Randall
Norton Way Honda
Response from Grainger Motor Group 5 months ago Thank you for your kind review! We’re so pleased to hear that Russell and Leedan provided such a great experience and helped your wife find the perfect new car—enjoy every mile. Norton Way Honda
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5 months ago
Dick Myatt
Norton Way Honda
Response from Grainger Motor Group 5 months ago Hi Dick Myatt,
Thank you for your review! We're delighted to know that you had a great experience with us.
If you have any additional feedback or need further assistance, please don't hesitate to reach out to us.
We appreciate your support and look forward to serving you again!
Kind Regards,
The team at EMG
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5 months ago
Recently purchased a used Dacia from this dealer. Shafa the salesperson was very helpful and professional throughout the whole process. So far I am very pleased with the car and would use this garage again.
Diane Latter
Norton Way Honda
Response from Grainger Motor Group 5 months ago Good morning Dacia, thank you for the 5* review & kind feedback! We’re delighted to hear that Shafa provided a helpful and professional experience, and we’re glad you’re enjoying your Dacia—looking forward to welcoming you back in the future.
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5 months ago
Been using this Honda dealership in letchworth since purchasing my car from them in 2022 have always been happy with the service and staff have always been helpful and friendly and easy to contact but since this takeover have been extremely disappointed as a loyal customer the change to the Bury call centre has made it impossible to get a simple service quote. Called 7 times over 7 days, lines dropped, promised callbacks and after leaving my details multiple times have never even had a call back and at one point when I called back after phone went dead could hear laughing which is completely unprofessional behaviour.
If I can now no longer communicate with my dealer because of this call center and as a loyal customer can't now seem to even get a simple quote for disks and pads I will take my business elsewhere to a garage that actually wants it, what a joke of a system.
Handy Andy
Norton Way Honda
Response from Grainger Motor Group 5 months ago We’re very sorry to hear about your recent experience and understand how frustrating this must have been, especially as a loyal customer. We have had quite a change in systems and have experienced issues, however, this is not the level of service we aim to provide. We sincerely apologise for the inconvenience caused by the communication issues you’ve encountered. Please could you call us on 01462 472041 which is a direct line to Letchworth. With your vehicle registration and full details, we can investigate this matter further and address your concerns as quickly as possible. We truly value you as a customer and hope to restore your confidence in our service, Norton Way Honda
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5 months ago
Superb service.
Derick Espiritu
Norton Way Honda
Response from Grainger Motor Group 5 months ago Thank you for the 5* review Derick, we are glad to hear you were pleased with our service. We look forward to seeing you again soon, Norton Way Honda
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5 months ago
My husband and I were very happy with the help we had from Norton Way Honda, particularly Flo. As well as advising us about the car she spent some time explaining the features and functions. Thanks Flo.
Andrea Heath
Norton Way Honda
Response from Grainger Motor Group 5 months ago Thank you for your 5* review Andrea! We're so pleased to hear you and your husband had a great experience with our dealership, and that Flo was able to help find the right car and explain all the features. We’ll be sure to pass on your thanks to her. Kind regards, Norton Way Honda
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5 months ago
Michael and Leedan made buying my car very easy. Nothing was too much trouble for them. Thank you
K Lake
Norton Way Honda
Response from Grainger Motor Group 5 months ago Thank you for your 5* review. We're so pleased to hear that Michael and Leedan made the process of buying your car easy and stress-free. We’ll be sure to pass on your thanks to them—enjoy your new car!
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6 months ago
Flo was very helpful and knowledgeable.
James Crone
Norton Way Honda
Response from Grainger Motor Group 5 months ago Good afternoon James, thank you for your 5* review - we are pleased to hear Flo was able to help you find your new car. Kind regards, Norton Way Honda
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6 months ago
Great service from Flo and supported by Neil , would recommend and definitely be back in the Future Gav Carr
Gavin Carr
Norton Way Honda
Response from Grainger Motor Group 5 months ago Good afternoon Gavin, thank you for the 5* review and great comments about Flo and Neil. We are pleased to hear you would recommend our dealership and look forward to seeing you again soon. Kind regards, Norton Way Honda.
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6 months ago
A great service provided by a fantastic staff at Norton Way Honda. Throughout, they were helpful but never pushy and found exactly the right car for me with a deal way ahead of my expectations.
Paul Judge
Norton Way Honda
Response from Grainger Motor Group 6 months ago Good morning Paul, thank you for the 5* review and lovely comments. We are glad our team were able to help find your ideal car and we all look forward to welcoming you back to our showroom in the future. Kind regards, Norton Way Honda.
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6 months ago
Lucy Wallace-Jones
Norton Way Honda
Response from Grainger Motor Group 6 months ago Thank you for the 5* review Lucy. Kind regards, Norton Way Honda.
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6 months ago
Florence Maddison a pleasure to deal with on car purchase deal.
David Walker
Norton Way Honda
Response from Grainger Motor Group 6 months ago Thank you for the 5* review David, we are glad Florence was able to help you find your new car. We wish you many happy miles and look forward to seeing you again soon. Kind regards, Norton Way Honda
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