Hartwell plc Bewertungen 

I went into Kidlington showroom on 14th March with the model of car I wanted on my phone and spoke to James Gill. He ‘found’ the car I wanted on stock list and although I explained I wanted to wait a couple of days before I ordered he said the car would be gone by then and I needed to order there and then else I’d wait weeks for one to be factory built. I felt pressured but ordered the car. He even took an advance payment even though this had never happened until I picked up the car on any of the previous occasions I had ordered one. I should have smelt a rat then. Yesterday I got a call to say that the car had arrived and was a hatchback not an estate as I’d requested and as clearly printed on the order form! He then tried fobbing me off that he hadn’t known and it was someone else’s fault! I went into the showroom to get my money refunded to be lied to that there wasn’t another car available anywhere in stock and I would have to wait weeks yet unbeknown my partner had spoken to another dealership and secured the exact model I had wanted albeit in a different colour! The money has still not appeared in my account and I left the showroom feeling gullible and disheartened. I firmly believe that another customer came along and they sold ‘my’ car to them on a far more lucrative PCP deal. I now wonder how many other people they’ve had on the same trick. To add insult to injury I have taken a deposit on my current car and it is being collected at the weekend leaving me without transport. Please go elsewhere to avoid the disappointment and inconvenience I have suffered.

The service department and in particular the service manager were excellent and persevered with solving the issue with my vehicle exceptionally well. They listened and worked with me to resolve the problem . Very many thanks to both Dave and the technician that worked on the vehicle with dilligence and patience.Very friendly and helpful garage.

The customer service is shocking at Dunstable. They don’t even care about the customer, they (sales people) are non existent and then pop up and don’t even acknowledge you!
Nash is rude, constant remarks made under breath, not a nice person. Sums up their whole dealership.
Same place as before! It hasn’t changed.

Made enquiries regarding a pre-owned vehicle. Saw a particular model that I was interested in and made the journey to Hartwell Oxford Used Car and Van Centre in Kidlington to test drive.

The vehicle I test drove just simply wasnt ready. Multiple scrapes, scratches, pillars hanging off didnt give me the greatest impression of the car. I did not purchase that particular car. However, staff were helpful, polite and negotiated a very good price for my part exchange.

I then saw another vehicle at their Dunstable branch, which I went to see. This vehicle was much better prepared and arranged a test drive with Nash. This test drive was an odd experience.

Firstly I was asked to drive the car out of the showroom.
I then took it on what must have been the shortest test drive ever (5 minutes).
Also, the whole test drive Nash was saying how great he was!

As I was agreeing the sale I was promised that the car came with all the charging cables, including the 3 pin socket charging cable.

Nash wasnt particularly helpful either and did not get close to my part exchange price that I was offered with the Kidlington branch.

I was satisfied with the car (5 minutes was enough for me to confirm the car was right for me) but I didnt want to do business with Nash.

I then contacted Kidlington and arranged with the manager Trevor and sales person Olivia to put a deposit down and have the car transferred to Kidlington from Dunstable.

During the week I was waiting I had asked Olivia if the aero wheels on my car could be removed prior to me picking the vehicle up. A response was received saying "they literally pop off, so you can do that yourself!". Bit rude.

On the day it came to collect my vehicle another sales agent went through the beginning of the process and was polite enough (I didnt catch his name).

I was then handed over to Olivia who stated that the 3 pin charger Dunstable promised would be with the vehicle would not be supplied as the Kidlington branch have a different process, but would chase it up with her manager Trevor.

A week goes by into ownership of my new car and I have not heard from Trevor about the 3 pin charger and was basically dismissed.

So, to summarise.

Pros for Hartwell;
Good selection of cars at seemingly good prices.
Good px prices
Swift efficient process between sale and pick up

Cons for Hartwell;
Some rude staff
Do not appear bothered about after care
Each branch has different processes

The worst dealership I have ever dealt with!!! Placed a deposit after agreeing I could pick the car up three days later. One hour before due to collect I received an email saying the car wasn’t ready and they would deliver it to me two days later as it needed a ‘small job doing.’ Made payment the day before planned delivery after the salesman begging me down the phone to make payment before the end of the month so they could reach monthly targets. I was slightly hesitant but had been assured multiple times the car would be ready and be delivered the following day.

On the day of planned delivery I heard nothing from the garage and couldn’t get through to speak with Henry for most of the day. After finally getting through, was told apparently the car needed to be sent to another garage to have work done on the engine? Constant lies!! Above all this, they didn’t even have the decency to offer me a courtesy car. When asking them to sort me a courtesy car (as I had no vehicle at the time and they were very aware of this), they responded with there being no cars available. After THREE WEEKS of no car, no courtesy car offered and very little communication, I finally got my money back. Absolutely the worst customer service I have ever encountered! Wish I could give 0 stars.

Took my car in for mot and service, needed some bushes doing to pass the mot. Cost me £600 and got the car back in limp mode with a warning on the dash. Phoned them up thinking it was to do with the service to be told no nothing to do with what they’ve done but they can book me in again if I want them to look at it. Wasn’t giving them any of more of my money so after a week of having no car I’ve just had it sorted at another garage, a pipe had been knocked off during the work they’d done and needed putting back on, would avoid this place at all costs! Also the fact you don’t even see a real person, check in and out via a computer and put your keys in a key locker, mot certificate just left on your seat, just an all round bad experience with this place.

Bought a used car from them £20k within 30mins of leaving dealership had an automatic gearbox issue, by this time I was closer to home so continued journey spoke to Garry immediately who was pleasant and seemed helpful however although agreeing to pay for repair the waiting time for part is at present up to 2 months and Hartwell are completely uninterested in help I’m left with a barely usable £20k car..absolute terrible customer service !

Kuda who served us made our experience one we will never forgot from speaking to him on the phone, going in to view the car, buying the car and picking the car up.
We laughed from the minute we walked in.
He was real, honest, kind and practical and we didn’t feel for one second he ever pushed us into buying a car. Which was nice.
Nothing was to much trouble.
Kuda took us out for a test drive in the car we had chosen.
The paper work went through really quick. We picked the car up a week later with a full 12 months mot and to find the car in the show room with the cover on and it had been valeted and was sparking.
To have this experience was amazing.

We also part Exed two cars- we felt like we got a fair price for them and didn’t have to haggle.

I would highly recommend anyone who is thinking of changing their car to go an speak to this bloke.

Thanks kuda for a great experience you gave to me an my family we will definitely be back in the future and hope to see you again.

I brought my car to Hartwell abingdon for servicing and I chose the premium one which is £269 coz thinking all that is written in their would be done and checked but not satisfied with the result coz after servicing.aside from charging me with anti freeze coolant and screen wash which I’m sure they did not changed coz I know I put already.i thought they could see all the problems in my car which I already knew but nothing was mentioned in the list/receipt.im expecting any advice regarding my vehicle but none.that’s I could no longer bring my car their in the future servicing.

We went to Ford Hartwell in Hemel Hempstead. We were seen by Tyler, who from the beginning was completely unprofessional and speaking with his colleague and making jokes, swearing under his breath. When we explained our situation and that we could not get finance or didn’t have any cash to spend, we just wanted to exchange our vehicle for the value of it, for a car at the same value. Tyler made us feel humiliated and said we will not get much for our money. We understood that we were not in the best position of getting anything spectacular, but the way we were made to feel was awful. I will never go back there, it’s really knocked our confidence in a car dealership like Ford

Bought a car second hand car from Hartwell Ford almost 12 months ago and wouldn't but anything from them again. A number of issues with it that I had to keep taking it back for. The after sales support at the time was poor. Their capacity to resolve vehicle issues and get your vehicle returned to you in a reasonable time frame is far too long and they have only one or two loan vehicles meaning you are without any transportation for far too long. Took it in again last week and 12 months on the same excuses and delays. Their systems and processes in terms of getting approval for parts and then ordering parts adds to the delays and the time you are away from your vehicle. Buyers need to really consider whether this dealership is the right choice if they are looking for professional service and after sales support.

Careful if buying a car from these at Hemel Hempstead let me and my wife leave the garage with a slow puncture on one tyre, near the limit on another tyre and 1 tyre which was bald (illegal) were told checks was all done on the tyres and was told had 4 continentals it didn’t only had 3 one had been changed after telling them about the tyres we was basically told the checks were done ???? Or there must have been a mistake??? Makes you wonder what else wasn’t checked absolute disgrace from fords

Bought a car 2 months ago. The battery kept going flat.
We had to call AA who advised that the wrong battery was in the car.
Hartwell said they would pay for a diagnostic and to replace the battery.
I've been trying to get hold of them for 2 days not to get this paid and the work carried out but no one calls me back. I cannot get my car released from the garage until they pay the diagnostic fee at least.
Sold me a sub standard car and then the customer service is shocking!

Hart well Ford in Dunstable for car sales is useless , left 3 messages for someone to call me back as wanted to purchase a car , nobody has bothered to phone back I will be taking my business elsewhere do not bother using them as they clearly don’t want any sales

Saw a car on the Kidlington website.
Spoke to Matt, very straight forward and efficient.
Car reserved.

Sadly I did have to cancel.

The Manager rang this am and processed the refund.

Really impressed with sales at this branch, would definitely use again

Spent two weeks dealing with someone called Milly. Utterly useless. Was guaranteed a sale if only she could be bothered to actually do her job.
Don’t bother with these cretins.

At Hartwell Watford the customer service is excellent, they always nice and helpful with everything.

Bought a second hand Fiesta with warranty but they issued the warranty in the wrong name. I told them this before I picked up the car but they still hadn't changed it at collection. I have been chasing for two months. Not sure if it's incompetence or indifference but their post delivery customer service is poor.

Hi they are not good at customer helpfulness could not have a quick look at my 2023 fiesta 1/3 of electrical systems gone down or dash lights staying on no o/s rear lights making my vehicle unroadworthy, a quick five minute plug in would tell the story, I work away from home during the week, so had to go to hartwells, they could have the all week if needed just to plug in a five minute diagnostic! Excuse no tech available all week long! I’m an ex car mechanic so I know what I’m talking about ! Went to my local dealer at home they did exactly what I wanted just quick look found the problem (MICE) it’s going to cost me hundreds of pounds to repair not warranty work after all ! Lost Customer. John Sneddon

Absolute bunch of cowboys at the branch in Oxford.

I purchased a model 3 from here a few weeks ago, I already had my doubts before travelling 120 miles to the dealer, but I decided to take the risk. Luckily for me, Tesla have fixed everything under warranty and the car is running nicely.

I initially found a Model 3 Performance that I liked but due to the incompetence of the staff on site, I was given incorrect information about securing it with a deposit, I wasn't getting my calls returned, and even after putting in an application for finance, I was made to wait over 5 hours for a call (no other sales person would help) in which time both of the Model 3 Performance they had in stock were reserved. Despite being told that no car is reserved until you put a deposit down, my deposit for the last performance version they had was refused because the sales person didn't call me back for 5 hours, and they'd let someone else take the car for a test drive which meant they jumped the queue for first refusal!

At this time, I had already done a hard credit check, I didn't want to have to do another one elsewhere so walking away now wasn't really an option. They had another Model 3 I liked the look of, I asked about the condition and was told it was excellent, so I put a deposit down. I put the deposit down on a Friday afternoon but was told I can't collect on a Saturday or Sunday, the Tuesday would be too late and they'd put the car back up for sale if I didn't collect on the Monday. I managed to make the Monday free so I got on a train and Traveled 130 miles to walk into a showroom and be presented with a filthy car! Not only that, it had 2 faulty cameras, mismatched tyres on the same axle, a faulty tail light, a barely working rear camera, missing charging cables, and various other issues. At this point I was really contemplating walking away, but after 5 hours travelling, and no way to get home, I decided to see what we could agree on. Basically I was told they don't deal with Tesla so take it or leave it! After some discussions, they did agree in writing to cover the costs of repairs should Tesla not cover it under warranty, so although a little reluctant still, I agreed to sign for the car knowing that Tesla would fix these issues under warranty, and knowing I have the equipment to take care of the poor paintwork.

Hartwell did agree to swap the mismatched tyre but everything else would need to be done in my own time, and at my own expense. Lastly, It was suggested that I should take the cosmetic insurance because "How would they know the damage you're claiming for was already there" So they also suggest that committing a bit of insurance fraud is a good idea, I don't agree, so didn't take any extra insurance.

Fast forward 2 weeks, Tesla have fixed 2 faulty cameras, 2 door seals, both upper control arms, and even taken care of a recall that the dealer hadn't checked for. I appreciate I took a big risk with this one but I'd had previous experience with Tesla, I was aware of common problems, and i knew I'd not likely have any issues getting everything fixed.

A complaint has been raised with both the Manager and head office, but so far the general manager has ignored my email, and head office have said "You could have chosen to not take the car" which I don't dispute. Hartwell have now ignored any further communication so I can only assume that they're happy with this sort of service. They're clearly happy with the lying sales staff, they're happy with them selling cars with various faults and outstanding recalls, and they're OK with the insurance fraud suggestions from the sales team.

Be very careful when buying from the Oxford dealership, they'll lie to get you on site, and they'll continue lying to you once you're there.

*EDIT*

The response from Hartwell is yet another lie, they haven't made contact again and I doubt they will. The one and only email from their head office ignored most of my complaint, told me that they have no idea what issues the dealer was aware of (I have it in writing) and that they can't actually verify any of the issues (I have a paper trail for everything) so there's nothing they're willing to do to make things right.

7 Months later.... Absolutely nothing from Hartwell other than the original response to the complaint that basically said it was my fault for accepting the car. No mention of why the sales guys lied and had me travel 125 miles to see a car that was absolutely nothing like described.