Hartwell plc Anmeldelser 

I wanted to part ex my two year Old Ford Puma for a new model. The Abingdon branch had what I wanted and the deal offered was similar to a different Ford dealership were offering. Abingdon threw in private plate transfer so I paid a deposit and we agreed to collect my new car 14th July. In the run up I asked Abingdon to include the Ford 5 year extended warranty that had to be taken out pre the car being registered. I kept highlighting my private plate had to be transferred and the extended warranty had to be in place pre the changeover date. Communication was poor in that I had to chase them and they have little confidence things would be done pre changeover. The day before changeover I contacted Abingdon and was told everything was in place except the private plate transfer but not to worry see you in the morning. Next day I was told the salesman was day off, that he hadn’t put my private plate on the new car and that the 5 year extended warranty hadn’t been added. I reluctantly agreed to wait until the issue was rectified. The new car was handed over in the rain with rubbish inside. All in all buying a car from Abingdon was a poor experience. The car cost in excess of £23,000 but I was treated as though I was an inconvenience and that the order was irrelevant. The actual car is great but the experience of buying it, the disappointments and the firms attitude was poor. I certainly won’t use this firm again.

I went to Hartwell Ford in Grimsby to buy a replacement key fob battery. Jordan at the service reception changed the battery and handed it back with no charge. Extremely satisfied at such a polite and friendly response.

AVOID AT ALL COSTS - Kidlington Used car and van centre.
I would never recommend this dealership to anyone and I will never do business with them ever again. If you are reading this I would strongly advise you to do the same.

If it were possible to provide a zero star rating then I certainly would, 1 star is generous. Extremely poor post sales care and communication even from senior management team. No empathy shown during problems within 4 months of buying a car which caused great stress for weeks on end.

If you are talked into buying a car, I strongly suggest you get a third party to check the car over fully top to bottom before driving it away. Their however many hundred checks they do is certainly not adequate or accurate.

I was sold a car supposedly with a full manufacturers warranty and after a third party investigation it turned out the warranty was void. Patrick and the team did very little to help and claimed this was not a big issue and was not their fault with some very condescending and dismissive emails.

It is very worrying that this sort of company is allowed to continue selling cars! Very untrustworthy dealership.

DO NOT GO WITH THIS COMPANY. THEY HANG UP ALL THE TIME WHEN YOU CALL THEM. THEY NEED SACKING.

Firstly, don’t bother making an appointment via the website.. nobody will be in touch to set up the appointment. To be fair, a lovely lady from head office did arrange a virtual app for us and was very helpful. But the dealership never showed up or seemed to have no knowledge of it. We would have given up but we had an existing car lease that was due to end. Not that anyone seemed keen to sell us a new lease..

In the end, we just turned up at Hartwell Watford. When we arrived, we were promptly told that they don’t sell new cars on a Saturday (surely the busiest day?!) because they haven’t got the right staff. What proceeded was a very chaotic meeting with a salesperson who had to keep running off every 30 seconds. He was very nice but clearly overstretched and trying to do many things at once. We eventually agreed on a used car and agreed to return the following week to collect it. The next week, we arrived to collect the car at the agreed time. However we had to wait 25 minutes to be served despite there being a group of staff literally standing around doing nothing.

Eventually we were that our new car had neither been MOTd or taxed. So we then had to return home without it. It was a 3 hour wasted trip for us as we don’t live locally. Absolute chaos and we won’t be buying again from Hartwell.

Bought a 2020 Mondeo. Within 24 hours the Engine Management Light came on the dash. Contacted Hartwells who asked me to drive the car for over an hour to them for them to look at it, even though it states one should not drive the car when the light comes on. Hartwells has a branch in Reading and they contacted me to arrange for a health check on the car and I was told that due to the bank holiday weekend they could not look at the car till the following Tuesday. Received a link to book an appointment and nothing has progressed. When the EML came on the dash, I decided to take a look under the bonnet and try to diagnose it myself. I opened and checked the air filter, and despite being informed that the car had been serviced, the air filter had not been changed. Had about a years worth of dirt on it.
I am not confident that even though the car has 3 months warranty, that any of these issues will be addressed.
Don't bother with them. You will regret it.
I have contacted Trading Standards and seeking legal advice.

Just bought a new car from Hartwell’s Grimsby branch, and very pleased with the service. Dealt with a lovely guy named Dylan, and couldn’t be happier with my new car. Even managed to drive it away same day! Would definitely recommend, thank you Hartwell Grimsby!

Spent 50k on a BMW, which after 4 days needed a service, contacted company about it and they asked me to send the invoice for the service, havent neard back from them since, emails are ignored. Now having to try getting a refund from them through the finance company--Very poor service.

Customers for over 40 years of this Ford branch in Hemel Hempstead my elderly parents brought their Ford Mondeo for its scheduled service and Mot with no problems before they received it. The car was also scheduled to have an air bag recall item repaired but appears not to have been done. The MOT has been declared a fail on DVLA website with an Electronic stability control warning lamp fault that has occurred in the garages possession. The service Manger Kevin has stated to my parents the MOT has not been done and they have found the fault for £60 odd and requires a yaw sensor replacement. So they service and break the car and charge them to detect the fault and service the car, leave them with no transport and really could not care less. They will not be returning to this outfit. Customer care and service is non existent here any longer.

PLEASE AVOID it will save you a lot of stress . Purchased a used car from Hartwell Dunstable on spending over £30,000 I obviously wanted a warranty was told on several occasions the car had full service history and remainder of manufacturer warranty and I could see all details online . Picked up car and again was reassured it had all been serviced ect . Next day went on fords site , couldn’t do this until I had the car , to find it hadn’t been serviced in accordance with fords scheduled services . I spoke to ford warranty who then said the car wouldn’t be covered for a large amount of claims . After numerous phone calls , sales staff rude but Jack the manager helpful and understanding, we were told we would get a full refund returned car on a Tuesday and still no refund 4 days later ! Disgraceful service thought I was doing the right thing buying from a Ford dealer PLEASE AVOID

My car was repaired at hartwell ford in Grimsby and the 2 girls who work in the body shop department Holly and Gaye was excellent very friendly and very helpful nothing was to much trouble for them at first there wasn’t a car courtesy car available but they managed to get me one the same day I would highly recommend hartwell grimsby service with a smile thankyou to Holly & Gaye and all staff involved repairing my car excellent job

STAY CLEAR

Customer service is shocking nobody got back to me after a week i contacted them and they told me the car had sold the day before after i sent over 10 emails it's a joke guys stick with main dealers they won't let you down

My car went in for repair for 10 weeks and £2000 later. Customer service is absolutely terrible after making 30 plus phone calls chasing them we had to go the garage in person twice for an update. Please don’t take your car to the Hemel Hempstead branch under any circumstance.

Excellent work carried out efficiently, as arranged. The booking-in and payment procedures have changed now using an app tjekvik.com. The staff are helpful in using the new system, but my wife and I much prefer the Hartwell personal service and reception. Payment is online through tjekvik.com, however there was no invoice detail until collecting the vehicle and examining the invoice left on the seat! MrsPFitz

I had a simple oil & oil filter change on my 2018 Ford transit custom in Hemel Hempstead, All because of this stupid wet belt fords use I decided to get fresh oil for my up and coming Europe camper van trip. It should be a simple one hour job, two weeks previously when buying parts i booked it in and this was the earliest time and they wanted me there for 0.830, I need to say the parts guy Dave and girls on the phone where excellent, Dave was extremely helpful and ordered my parts in super quick time.
Well I arrived 0.835 and was shown this stupid digital key safe, I asked if someone would have a look around my van as I’ve got new unmarked MSRT Ford supply wheels and a very high end full camper van conversion.
No I was told, We do not do that, well I said I’d like it checked in knowing there is no wheel damage and scrapes.
A Gentleman appeared and looked over my van, not documenting anything.
I was then told to come back at 17.00, but why was I told to arrive at 8am For such a simple job? all the dedicated van parking had cars in them why?
We need it all day so we can squeeze it in at some point, you should of asked for it to be done while you wait, how am I meant to know that if I’m not offered it?
Two weeks it had been booked in.
What a waste of time I will never go back there again, I shall find a different Ford dealership to change my oil.

Just had my car serviced by Hartwell Ford in Reading. The booking in process was painful and would benefit Hartwell more than the customer. On the phone the agent was unable to explain the difference between a ‘Hartwell Service’ at £169 which uses Ford approved parts, and a Ford service at £429. However, a Hartwell service “might invalidate the warranty” so I went for the full Ford service which they discounted to £370. On arrival this morning I had to go through the whole on-line registration again, which I had already done, in order to open a little key box.I was patiently guided through this process by Charmain King who was outstandingly courteous. She called a few hours later to say that the car was ready and when I met her again to collect the paperwork and make the payment, she could not have been more helpful. She even walked me to my car with an umbrella to keep me from getting wet! So 5***** for Charmain, a lot less for Hartwell. (Love the car though!)

I just want to thank all the service team at Harwell Watford for their excellent service. I dropped my MachE in for a software matter this morning. A few hours later I had a full report from the technician and the car was washed and very kindly delivered back to me as I could not get to pick it up. Now that's what I call attentive service. Well done.

I purchased a HYUNDAY IONIQ Electric 2020 in February 2023. Registration n KR20UVD. Unfortunately on the 29th of March the car broke down, completely dead, and no chance of turning on. Furthermore on the 29th I was flying and I had to be at the airport at 6am. Can you imagine the distress at 5am with two little toddlers caused by the car.  I contacted the retailer team in Dunstable, especially Nash, to let them know about it. Nash emailed me to contact the service once I was back to London. 
Since Tuesday the 11th of April I have been contacting the service and several times the Dunstable retailer. I have been put on hold and been told that someone would call me back. No one did it. I received the worst customer service ever. When I call they are always busy or unavailable. 
I believe I have the right to return this car and have a full refund. 
I really hope you can help to sort this situation out as I am paying for a car that is out of service.

Just bought a Ford Galaxy from this bunch of muppets in Watford. I picked it up on Saturday April 1st, travelled 150 miles to do so as they don't deliver. On first inspection a seatbelt receiver was broken and they agreed to let my local Ford dealership supply and fit a new one, as it had to be ordered.
Thought the clutch was slipping, on my return journey but put that down to driving a new car, but it is. Today it appears that the alternator bearing is worn. Trying to get hold of this dealership is impossible. Worst experience I've ever had.
DO NOT USE!!

20 minutes ago
NEW
Overall not as fantastic as they pride themselves on.

We live in the northwest of the country, so a 3+ hour journey away, we enquired initially as we saw the car advertised on Autotrader, we never received a response from that enquiry, so in the end we called the dealer who confirmed the vehicle was in physically in stock, we asked the relevant question from Simon who to his credit went to get all of the information that we wanted such as previous owners service history etc. We did ask at that point for the overall condition and he said excellent bodywork, which is what I’d expect from a reputable dealer, we asked for a video to be sent to us before we made the 7hr return journey. To speed things up we decided to finalise the finance in advance.

The next morning we waited for the video to be sent over, we called to speak to Simon regarding the potential part exchange of our existing car, he didn’t mentioned the video, nothing was sent but still keen to go and view the car with every intention of purchasing as the description on Autotrader said excellent condition. This is a £27K prestige car so you’d expect it to be in excellent condition if that’s what the advert states!

Upon arrival after 3hrs in the car we were both very excited to see ‘our new pride and joy’ however the excitement soon diminished upon seeing the car, all 4 alloy wheels had curb damage to some degree (nothing declared by Simon especially disappointing when we specially asked for the condition) there was also a hideous chip on the drivers door that had been touched in using the completely wrong shade of blue paint and a scratch on the rear NS arch. We raised our concerned and disappointed straight away, Simon said he’d go and speak to his ‘manager’ Simon agreed it was a bad cover up and said that their smart repairer is excellent at his job and should have sorted it before it went on sale. We test drove the car and we was happy with the drive and vehicle records, Simon then pushed on with the paperwork side of things while all along saying he’ll speak to the manager, having been consumed in the paperwork we found ourselves driving away and making the 3+hr journey home.

Only when we arrived home did it occur to us that Simon never spoke to his manager, we where expecting a call on Monday from Simon to discuss it further however this wasn’t mentioned until we approached the situation with him again, he spoke to his manager who refused to contribute to have this chip repaired, instead he was only interested in up selling up the dent and paintwork package, tyre and alloy cover and GAP insurance!

We pushed back and they came back with a very low offer of us either travelling the 3hr back to the dealer for their smart repairer to fix the issue or £65… we’d already had quotes from local body shops of £160+VAT which they can claim back as they’re VAT registered, instead the manager refused so we complained to the dealer principle who said whilst they agree with our dissatisfaction we had opportunity to walk away, yes we did, however having invested hours and money into travel and already signed the finance agreement walking away wasn’t a simple option!

After much back and forth communication they settled at £75 contribution from them, which is quite appealing for such a well known dealership who prides themselves on their quality vehicles and the best levels of customers service. For the sake of £160 you’d think the garage would do what they can to make the customers journey as smooth and impressive as possible.

Long story short, think twice before buying a car from Hartwell