Vertu Motors - Skoda Darlington Anmeldelser 62

I booked an appointment with this dealership on Thursday 19th of february due to "12v battery protection warning" keep appearing on the app and the dashboard, and also an issue with the sunroof.

When i took the vehicle to the dealership, i was contacted a short time later by a member of staff enquiring about the issues, which i explained, the member of staff i spoke to advised it would take 24 hours to rectify and i would get the vehicle back the following day (Friday) i asked if this was a definite because i live in Durham but work in York and rely on a vehicle and i was entitled to a courtesy car from my leasing company and would need time to arrange this as this was my long weekend in work, the member of staff advised this wouldn't be needed as i would get my vehicle back.

On Friday 20th i received a call around 14:00 from the dealership advising that due to a software issue, i wouldnt be able to get the car back, and i would probably get the car back on Monday or Tuesday the following week, i pointed out my situation with work and the fact i had checked the day before about arranging the courtesy car, and then asked do the dealership have a courtesy car i could use due to being in limbo without a car, the member of staff advised "not really as they need to be booked in advance" (i dont know how that would work when i was given assurances i was getting my car back).

I immediately contacted my leasing company and explained how desperate i was and that i really need a car for the weekend, and if one could not be sourced i would have to use emergency leave from my annual leave allowance. Thankfully Tusker were able to source a courtesy car at very short notice.

I heard nothing else from the Skoda Dealership, i did ring on 2 occasions and got put through to the service department, but was on hold for too long and give up in the end, at this point i went through my leasing company. The first update i received via my leasing company was mid march advising a part was on back order and updates would be provided as and when, i then received a further email on 25/03 advising that a courtesy car was being provided from Skoda through OneMobility. I sent a number of emails to the leasing company between 25th of march and 7th of may chasing the EV courtesy car and the leasing company kept getting told it was on order and they were waiting for a vehicle to become available.

Skoda Darlington advised the leasing company on 16/04 that the part required for my car was being delivered on 30/04 and then the dealership would make the necessary repairs and then return the vehicle to me.

I was then asked on 27/4 by my leasing company if the dealership or OneMobility had been in touch regarding the courtesy car, which they hadnt and advised the leasing company that the last conversation i had with the dealership was on Friday 20th of February over 2 months prior.

I received a further email from the leasing company on 07/05 advising that the part required was now expected within the next 2 weeks, not 30/4 as previously advised by the dealership.

I was contacted by OneMobility on 08/05 advising that a Skoda Enyaq courtesy car had become available and would be delivered to my house on Monday 11th of may. On 11/05 i had not received any email paperwork, or any time slot so at around 11am i contacted the dealership at Sunderland who advised the car was on site and they didnt know why i had been advised of delivery to my home address as they dont do that. I asked if it was alright to collect the car in person which they advised it was. After collecting the car and signing the paperwork i was contacted around 16:00 by a OneMobility member of staff advising he was at the Sunderland dealership and was going to drop a Skoda Kamiq off at my house, i explained i had already picked up an Enyaq courtesy car, he ended the call and then OneMobility themselves rang and asked about the courtesy car, seemingly they didnt know i had an Enyaq and there wasnt any record of me picking it up.

The leasing company also pointed out that the reason it took so long for the dealership to provide a courtesy car was due to the fact the dealership didnt bother to book it for a while after they requested them to.

I finally got my car back on Tuesday 19/05, 12 weeks and 5 days after i dropped my car off for a simple software update. When i did collect my keys i had to ask what the hold up was, and all i was told was that it was a "control unit" issue, which i have no idea what that means.

No one from the dealership has reached out the provide any form of explanation or apology for the extended time the vehicle has been off the road.

Very poor service, any issues in future, i wont be returning to this dealership, i have removed it as my "Trusted" partner.

The leasing company have escalated this as a complaint to Skoda UK.

The salesman who dealt with us (Olly) was excellent, he was pleasant, polite and explained everything in great detail

Very nice people to deal with and a positive experience. Mollie helped us very well through the process and we are extremely happy with our new car.

Great experience from start to finish, staff were great. Extremely satisfied with whole process

Polite, friendly and informative. Well looked after by Mollie.Superb service.at Skoda Darlington

Mollie was a very friendly and hepful in the purchase of our new car

Charmaine the young lady who dealt with me made buying a car fun. Extremely knowledgeable and answered every question asked definitely not just a pretty face. Spoke to several other members of staff each just as pleasant. Highly recommend Vertu Darlington.

Myself and my husband bought a car through Vertu Motors Darlington and received top tier service. Matthew sorted everything for us, he was highly knowledgeable and very helpful. It was a very smooth process, making getting our new car very exciting. We love our new car, and would definitely come back if we needed any further vehicles.

Very efficient and kept me well informed re delivery and pick up.
Dealership friendly and helpful.

Great service from start to finish. Thank you Matt.

Matthew, the Sales Exc. Was extremely helpful and had good product knowledge which made the transaction so much easier.
I only went in to wait for my car to be serviced and came out having purchased a new vehicle!

Great team to deal with very accommodating and knowledgeable and we’re very happy with the purchase.
Matthew was a pleasure to deal with many thanks.

I had a very small problem with my Skoda Kamiq, the USB outlets failed.
I was booked in seamlessly, kept informed on the progress, the part was sent overnight and fitted very early the next morning, all under warrenty
I have to say I am very impressed with all at this dealership
Highly recommend them
Everyone seems to care, understand, whileall providing their very best, always
Thank you once again

The company /salesman ignored my requests for specific information on a vehicle and not to call at certain times that I had submitted on the enquiry form. Took down personal data in a deceptive manner despite having already given communication preferences. Provided PCP offers when explicitly told not to, that this would be a cash offer. Could not provide an adequate response when I challenged being asked a range of questions for an 'offer' I was not asking for overall breaching GDPR, then used the wrong name to address me. In the end went with a different dealership who were more professional. One positive is the speed of response.

I had excellent service from my first visit though to when I picked up my new car. Michal was very attentive and easy to talk to.

All the staff were most helpful. Charmaine, who I dealt with, was very knowledgeable.

Excellent customer service from the sales and spares team . Charmaine was brilliant from start to finish.