Hartwell plc Bewertungen 

I bought a used Mini countryman from Hartwell at Grimsby, James Thorpe made this a pleasant experience. When an unexpected problem with the vehicle occurred soon after purchase James and Mark Remnant helped sort it out quickly and effectively.

Absolutely terrible after sales service. Purchased a vehicle from them which had a cracked windshield and a couple of other issues. They promised to resolve the issues as everyone should however after 1 month of chasing them they simply ignore calls and ghost you. Had to visit them 3 times from Leicester to sort out other 2 minor issues and they only compestated for fuel for one visit. Would definitely be taking legal action against them in an event of a mishap due to the windshield as I have all evidence of the vehicle purchased in that condition. They will be very responsive before the deal one they get your money they wont even bother answering or replying.

Used Hartwell Dunstable for my timing belt change on an ecoboost Fiesta. Job done quickly at a higher cost than other mechanics due to being a "trusted" dealer. After the job was done, my vehicle started making a whining noise, and when I tried to get back in touch with Hartwell, the contact centre were very helpful and told me to take it in whenever and someone will look at it. Since talking to the people who work in Dunstable Hartwell, they would like me to authorise £150 to look at the car in case it's not something they did on their job. Trying to explain to them that this is not reasonable, the response you get from fake friendly staff is condescending and rude. They talk over you when you try to speak and repeat themselves over and over with "Ford's policy" until you give up. They constantly talk about their reputation, yet are happy to let a defective repair go unchecked unless the customer commits to £150 "inspection" and talk to customers like dirt. All it would take would be to look at the car and see if it's something done during the work, without extorting the customer. Could do well to learn something from the contact centre as they are much more friendly and empathetic. I expect a similar style of reply on here as I got on the phone, if they even bother to read feedback on their business.

Drove a 3 hour round trip to look at a Transit connect that was described both in the advert and on the phone with the sales exec as great condition, 51k miles and full service history but when I got to Abingdon transit centre the van had been badly sprayed and with the paint bubbling, had damage to front and rear bumper and chips everywhere, had actually done 69k miles and had part service history and wasn’t first serviced until 37k miles. Absolutely nothing like described and sales exec couldn’t care less, even told me there is another buyer if I don’t want it.

DO NOT RECOMMEND!

I initially enquired about a 2nd hand model 3 tesla for sale that I wished to take for a test drive, this first enquiry via email was never answered, after 4 days of waiting I decided to call instead, after a fairly long wait on hold I was put through to a sales representative and a test drive was arranged.
On test drive day everything went smoothly and at no point did I feel pressured to purchase the car.
I went away and did some research and came to the decision that I would be after a 2022 long range model 3, the only available one that fit this criteria was present at another Hartwell branch in Hemel Hempstead. I discussed this with the sales rep and was informed that this could be shipped to Reading and we would take the process from there.

The estimated delivery date comes and goes and 2 days after it was meant to arrive I sent an email to enquire about the delay, no answer nor out of office reply, I tried to call and was informed the sales rep was on their day off and to try again the next day, I tried the next day was told I would get a call back and did not receive one. The following day I chased and eventually got a call back late in the day with an updated delivery time almost a week after the initial expected date.

I arrive on the updated delivery date and go through the handover process, hand over the keys to my part exchanged vehicle and head out to inspect the tesla, as the car is being shown to me we notice the back left tire was rather low in PSI, this was then refilled and off I went after being assured this was not a puncture. During the drive home the car was pulling heavily to the left whenever any form of acceleration or breaking was applied. I emailed that night to inform the sales rep. Following morning the back left tire was checked over and the valve was repaired and the tire now held PSI, I then took the vehicle to a local trusted garage to give it a once over and this is where I discovered the hidden issues.

The vehicle has clearly been In some form of collision, a large 6-12 inch dent was shown to me under the passenger side and the 4 wheel tracking was so out of alignment they advised they wouldn't be able to adjust it. The vehicle also appeared to be an ex rental for Hertz, this was not disclosed. I immediately emailed the sales rep and branch manager and informed them that this vehicle will be coming back for a full refund. The garage engineer advised to not drive the car due to how dangerous it would be.

The process of returning the car, having the finance finally paid off on the old part exchange and getting an almost full refund took one whole month.

After many emails being sent by myself to multiple members of the team in which sometimes days before a reply has been given, I was advised I would need to attend in person for a refund for the cash portion of the purchase. I waited for over an hour which went beyond closing time for the branch and in the end had to find the needed member of staff so that I could get this completed and leave.

I have still yet to receive my full payment as discussed for what was my part exchange was worth when changing over to a sale and at this point its not worth the hassle and I have taken a loss because of it.
I did mention this via email and not even an acknowledgement email was sent to myself in reply to apologise or offer a solution.
They had possession of my previously part exchanged vehicle for almost a month without paying off the finance but I was no longer the registered keeper 1 day after the initial sale, meaning I have had to contact the ex finance company multiple times to keep them updated on the whole situation of which they expressed concern.

All in all, I would say avoid Hartwell ford at any and all costs, yes the members are staff are friendly however they appear to be constantly on the go and all of their attention is on sales but if you have ANY issues you can expect no return of emails and calls for days at a time and in the end you will still not get your problem sorted in full and will likely be left out of pocket.

This is a complete Joke of a supposed Company. I’ve been waiting over 4 Months for a spare key from this Mob. I’ve been put in the promised land many many times. The last effort was to get the key done at my local Ford garage & they would pay. After huge Aggro. I managed to get the morons speaking. After booking my car into the local Ford dealer. I decided to check it was all ok. True to form the local Ford dealer would not accept Hartwell’s payment (to risky). Can’t deal with this excuse of a dealer anymore. Complete Liars! Their Business practice is non existent. When they shut down I will Laugh.
You have been warned Double Dodgy!
Hartwell Ford Dunstable the very worst dealer in the country.
DO NOT USE.

Top service again!!!!
I have just bought my third car from Hartwell Kidlington always dealing with Simon Pitney Baxter..Iwanted a Tesla but wasn’t 100% sure which model Simon spent many hours explaining the pro and cons of each model with great knowledge, test drives no problem all three times nothing was to much trouble even when i scared him in the performance model !! it was refreshing to have been given time to make the right decision. So well done Simon
Which is why I will always be a repeat customer 5 star service.

I've waited a long time before posting this, to give plenty of time for things to settle.

In short - every kind of lie, malpractice, poor customer service and blatant illegality you can possibly imagine, every kind of horrible experience you could get when buying a used car from a back-street wheeler-dealer - I received that from here. From my own research and an engineering report I commissioned from a highly-respected independent Ford specialist, I have proof that this dealership knowingly sold me a defective vehicle, and deliberately hid the diabolical fault/service history - and I reported them to Trading Standards.

Car had a slow puncture and electrical problems on the way home, and had the wrong plates. Faulty gearbox, numerous other problems, botched replacement gearbox, 2 engineer inspections, lies and lies from the dealership, 13 month battle... and finally got my money back and the undrivable/immovable car went off on a lowloader for (most likely, the driver told me) auction. Hartwell Ford head office no use whatsover during all of this, just kept delegating back to dealership. My first and last time buying a Ford - utter hell from start to finish. Avoid like the plague.

I was after buying a used car. I spoke to Darren at Watford. He kept ringing me asking what deal he could get for me. I told him what I wanted and asked him to put it all in an email. Then he got his sales manager to message me. What a set of cowboys! Looking at other reviews, I am glad I didn't buy from here.my advise KEEP WELL CLEAR!!!!!!

Following the purchase of a second-hand 2021 Mach-E in January 2024, I encountered recurring issues with one of the tyres, which would lose air every 2-3 weeks. Initially, I would refill the tyre at a local petrol station before taking the vehicle to my local tyre repair shop in early April. The repair shop found no nails or blistering but informed me that three of the four tyres had been replaced before the sale. Predictably, the problematic tyre was the original one fitted in 2021.

The local workshop also identified inner side tread wear and tyre misalignment. They advised me to return the vehicle to Hartwell Watford for further investigation, which I did immediately.

I reported the frequent air loss to a front desk staff member, who suggested that I might have been driving over speed bumps too quickly. I raised a complaint with the Dealer Principal, questioning why a sales representative (not a service team member) would ask me such a question. I felt my concerns were dismissed from the outset and have since escalated this issue within the franchise.

The Service Manager assured me that all standard vehicle checks had been completed before the car was handed over to me. However, despite my reports of a recurring tyre issue, they did not offer to inspect the tyre. Instead, they took photographs of the tyre tread depth and dismissed my concerns.

The problem persisted, and while driving, the car again alerted me to the tyre losing air. I visited another mechanic who found that the tyre valve needed replacement due to erosion, which is unusual for such a new vehicle. I was again advised to return to Hartwell Watford.

Since raising these issues, I have been accused of providing inaccurate statements and misleading information, which has called my integrity into question. I firmly believe my concerns about tyre wear and condition were not taken seriously, potentially influenced by my gender and race.

The Dealer Principal claimed to have offered to inspect the tyre following my complaint, which is untrue. My complaint has since been closed, and I have been advised to take the matter to the Motor Ombudsman.

My family and I have been loyal Ford customers for nearly two decades, but this experience has been the most disappointing, leading me to consider taking my business elsewhere.

Booked an 8am while you wait slot... Still here at 12.30 ..car didn't even get touched until 11.15 and then it was only prompted by our enquiry.
Not the first time it's happened.
Very shoddy, will not be returning.

Recently purchased a Ford Kuga PHEV from Hartwell Ford Kidlington and have to give a should out to Adam for his excellent customer service. Adam was very knowledgeable, took time to answer all our questions and not once put us under pressure to purchase. Delighted with the car and thank you to Adam for making the process a great experience.

Just called Hartwell Ford Transit division. We had a Transit broke down 3 miles from their Abingdon Centre. Their response was surprising. Informed us they do not repair Transits that are broke down. I explained the bottom pulley on engine had cone adrift and needs refitting. They said sorry we do not repair broke down vehicles anymore. Not exactly a Ford Transit repair and service centre whatsoever. False advertising?

Ordered a car. Agreed a price. Agreed a part ex The said car would need to be built and we agreed a rough delivery date. When car was here they changed the PX price of mine saying it had been too long (they knew the dates when we ordered) and then put the price up £100 a month!!!!

They didn't care at all. Had bought three cars from them, never again and not should you

Had a Mobility vehicle booked in for a while u wait MOT. Requested and was given 8am slot, at 8am arrived but MOT don't start till 8:30.
Car finally entered MOT bay at 8:45.
I was waiting at reception when car reappeared, waited and waited and waited
Hertwell Ford Grimsby need to try much harder!

I hope you are sitting comfortably. Then I will begin.
The summary first. I have given 4 stars as although the service was initially shocking they did rectify it eventually.
This all started on 24th April. I found a great car on Auto trader, which I had been looking for. A Tesla Model Y. Not everybody's cup of tea but I had decided that is what I wanted. It matched all the criteria I was looking for and very low mileage. I had an Audi Q7 to part exchange. I Contact Hartwell Ford at Dunstable and spoke with Lewis. We did the usual car garage dance back and forth with Lewis speaking to the manager to come up with a price for my car that I was happy with. Close to Carwow and Motorway by enough not to do the hassle of not part exchanging.
They produced the monthly figure, which initially didn't stack up but then when I got to the end of it I determined there was cover for everything included in. Once I got all that taken off we got it down to a price I was happy to pay. I agreed the figures and all was looking good. I am in Yorkshire so had not seen the car in person but it is nearly a £40k car with only 3,000 miles on it. I had noticed a couple of things on the photos. Namely there was no parcel shelf, which from my extensive research knew this model should have one. Also the drivers side mud flap was missing. Not a problem said Lewis and agreed to get it all sorted in advice of delivery. We agreed delivery to their local branch that coming Saturday (3 days later) and Lewis said he would ring me when the driver set off and the driver would ring when about an hour away for me to set off and meet him. I did check with Lewis that he would have tie to get the couple of little things sorted and he said yes. Great. Everything looking good. The morning of delivery arrived and I was on edge waiting for my call. Which happened. Lewis informed me the driver had just left the garage. I asked again if the issues had been resolved and he then said, they don't come with a parcel shelf so he hadn't sent one and the mud flaps are out of stock (A lie as I could order them from Tesla direct online). I corrected him due to my extensive research that only the first 3 months of models in the UK came without parcel shelves when made in the USA and as this was Chinese built model it should have one. He said he would have to send one up from one of the other cars they have in stock.
The driver called when he was an hour away and we set off to meet him. The driver was great. We met up and this is where things started to go wrong. Looking around the car I opened the boot to find the charging cable which it came with and was shown on the photos was missing. I opened the front boot to find a pool of water swilling around it. I also saw what I thought was a nail in one of the tyres. We also discovered on the back seat the fake leather seat had a smsll hole in it. Even the driver was embarrassed. I was tempted to reject the car but I had set my hopes on it as well as changing my insurance and taking my private plate off my oldish Audi Q7. I was on the phone (Lewis was nowhere to be found) but a lady did speak to me who advised she was the new car sales manager who assured me it would all get resolved.
I did get a call from Stefan (The manager) who then drove up on the Sunday with the charging cable for me.
We then discussed what was to happen about the issues. I agreed to get the tyre looked at. This turned out to be a stone bedded in the tyre and hadn't gone through so was perfectly fine. I mopped out the water from the front boot as they are actually waterproof but do have a seal to stop water. It looks like someone had been over eager with a pressure washer. Between Stefan and Cory (One of the other managers) they ordered a parcel shelf and the mud flaps and arranged for me to go into their local branch at Scunthorpe and to also have their seat specialist attend to repair the seat. Scunthorpe were brilliant and very accommodating. We also discovered that Lewis had told me to scan a copy of my V5 for the Audi and the settlement letter to him and they would clear my finance on the Audi. When I checked on line and it hadn't been cleared I checked with Stefan and they said their finance department had rejected it as I had only sent page 1 and page 2 and not page 3 but had not told anyone. So my old finance had not been cleared. They have sent the payment not over 2 weeks after they have had my car and I notice have already sold my car as it went on their website then back off. Although not showing on line the finance company have confirmed it has been received. Stefan / Cory did say that Lewis was new and Lewis had told me I was his first sale (Quite a big one really). They also told me that they had let him go because of the way he dealt with. In a way I am a little sad that happened if he was new.
So as I mentioned They would have got a 1 or 2 stars but the managers did recover it. Overall I am happy eventually .

Bought a used car from Tyler Seymour, great guy to do business with, had fantastic product knowledge, and a no rush friendly manor about his attitude.
With over 25 years myself in motor trade industry, he is a credit to the company.
He returned calls and emails, made the process very easy to buy a new car, no delay and I got a really great deal on my purchase & extended warranty, I only wish more sales executives in the motor trade were as professional as him.
Thank you Tyler

Bought a Mustang here mid 2023. Not long after had problems with the car alarming by itself for no apparent reason. Also requested that the quiet start option be fixed as wouldn't save. 3 weeks later they said it was ready. I arrived to collect but the cars battery was dead so they kept it another week as I could only collect it the following weekend. Once collected that next week I realised they had removed the option for the quiet start so obviously they couldn't fix it (they said it was fixed). Not long after having it in my driveway the car is alarming again (they said this was fixed). Thankfully there is another Hartwell garage in Abingdon who will hopefully honour the warrenty unlike this crowd. Avoid Hartwell Oxford at all costs

My experience was very good especially frim Louis at Hartwell Abingdon as he has excellent Customer service, explained and went through documents with me and took his time. If anything was not right he corrected it promptly. Louis thank you and will recommend to friends & Family and I will miss our chats. The team at Abingdon are very polite and helpful as well.

My initial experience with Hartwells was good. Well I suppose it is when you’re spending 26k on a used car!

They sold me the lot, 4 year PCP deal, service plans, gap insurance and warranty. I thought I was covered!

I lost my job and called them to see if they could purchase the vehicle. I basically had to pay 7k back or wait a few months to get it re valued. A few months later despite not using the car the value I had to pay back had gone up to almost 9k. I figured I was stuck with little or no options offered to me.

Now 18 months in, the car has some issues. So I called to be greeted by a rude individual at the service desk and be told I’ll be charged £130 for them to look at the car and if a warranty issue be refunded.

I later get it diagnosed for Hartwells to quote me £256 for a new battery as you guessed it. It’s not covered under warranty!