Hartwell plc Reviews 366

Hartwell Hereford have messed up the last two years servicing on my car. In 2024 they put in the wrong sump plug and all the oil ran out. They did admit it was their fault and put it right. So gave them benefit of the doubt and took it back there for service this year May 2025. Since the service the car has been leaking oil. I have today taken it to another independant mechanic who has said oil was leaking from the sump due to washer missing from sump plug. So Hartwell messed up again. I rang Hartwell Hereford to complain but they don't want to know. So obviously I won't be using them again. Just seen Hartwell's reply to my complaint. Firstly it has taken them weeks to reply and secondly noone has contacted me about booking car in with them. I don't know why they want me to book the car in with them, will never use them again, have already had it fixed elsewhere

Absolutely Disappointed – Avoid Hartwell at All Costs

I purchased a Ford Mustang EcoBoost from Hartwell Scunthorpe, which already had an aftermarket exhaust fitted. At the time of sale, I was offered and agreed to an extended warranty (Hartwell Plan B) for peace of mind, paying around £66 per month. I trusted this would protect me from major mechanical issues — but I was wrong.

Recently, the turbocharger actuator failed — a fault that is completely unrelated to the exhaust system — and Hartwell/Car Care Plan have refused my warranty claim, blaming the exhaust. However, their own warranty handbook (Page 18) clearly states that modifications only invalidate a claim if they cause the failure, which is not the case here.

To make matters worse:
• The fault was diagnosed and confirmed by Haynes Ford (Maidstone) and supported by an independent garage
• The car is still with Hartwell Reading, and it has now been over 5 days with no update, despite promises to call back after technician review
• They refused to properly investigate the issue unless the engine management light (EML) was on — even though I was advised not to drive the car any further due to risk of engine failure
• I have now been without my car for nearly a month, trying to get this resolved — causing immense stress and serious disruption to my work and life
• I have emailed both Hartwell and Car Care Plan — and neither have responded

At this point, I am escalating the matter to the Motor Ombudsman, Trading Standards, and preparing to take legal action to recover all associated costs.

If you’re considering buying a car or taking out a warranty with Hartwell — don’t. Their service has been unprofessional, evasive, and completely unreliable. I won’t be letting this go — and I wouldn’t want anyone else to go through this either.

The excellent customer service that was provided to myself from James Thorpe was of the highest standard.
He explained everything in full details covering all purchase options, full reviews & insight into the vehicle type I was looking to purchase, I was so impressed by the knowledge & excellent manner of James, it makes a process so very easy when you have confidence in the individual that you are dealing with.
I would also thank finance manager & all other staff members who made this purchase so pleasant & my new vehicle
is of highest standard.
This service is reason I have returned to Hartwell for both service & exchanges of vehicle over the years.
Highest standard of customer care anywhere.

I purchased a BYD Dolphin from Hartwell Hereford in November 2024 and reported a fault with the car’s software updates just weeks later. Over seven months on, the problem is still unresolved.

Despite multiple appointments, delays, broken promises, and even having the car taken in and returned without the correct repair, the fault remains. Most recently, I was told the car would be collected again to fix it properly — the dealership simply didn’t turn up, with no explanation.

I’ve raised a formal complaint and am still awaiting a response from Hartwell’s customer care team. Disappointing experience, especially for a brand new EV

hartwell ford dunstable what can i say that went right nothing i phoned 3 times in may to get a new key and coded for a puma nobody could help on any occasion then the next time lady ordered one and were told to bring it in 20th june 2025 that was another 2 weeks but hay great WRONG my son took the car in only to be told it was for coding the key he had and booked him for 7th july 2025 so i phoned spoke to a very abrupt lady manager who said she would have to listen to the telephone conversation i said go ahead only coding was booked i said how much would that be 125 ish i said well thats funny because i was quoted 239 so obviously i had ordered key and coding so the next day when she phoned back i said can i stop u there i phoned hartwell hemel hempsyead who ordered key the next day and we were having it done that friday i will also write a review for hemel as they were brilliant today all done and car cleaned in and out free in an hour avoid dunstable ford

Chris M and Josh L @ Abingdon made the purchasing process a simple and pleasant experience. They provided exceptional service and support. The whole process was straight forward from initial clear pricing to an excellent collecting experience. Highly recommended.

We drove over from Suffolk to purchase a car and we are so glad we did! Simon was one of the nicest people we've ever dealt with, he made the entire process an absolute pleasure. He was exceptionally knowledgeable and took us through all the features of the car in great detail. We did same day drive away and the experience was seamless. Well worth the 4 hour drive each way! Would highly recommend.

Unacceptable service I received for the recall repair on my Ford Tourneo continued poor handling, lack of communication, and further concerns following the return of my vehicle.

If only we could do zero stars!! Did a soft search credit app passed with 80% wanted to do a full finance application and it was like pulling teeth. Branch manager decided to lift some furniture rather than sell a £30k car. Absolute joke this company. Right snotty receptionist. Stay away!!

I dropped off a van for minor work and had to pick up a pool van at 8am. The pool van was dropped off last night and the key left with the sales team, apparently the service team / reception didn't know, or want to know where it was, it was in the unlocked draw of the first sales desk. But I had to sit around for 40 mins to find this out. During which time I was told to help myself to a coffee from a coffee bar which only had dirty cups. It was like the staff didn't want me there. Dreadful customer service.

On April 26, we decided to purchase a Hyundai Tucson, plate 73, with only 2,100 miles on the clock. During the test drive, we noticed that the car’s audio system was not functioning. However, considering this a minor issue and reassured by the sales agent Stefan that the car would be serviced and in perfect condition at delivery, we proceeded to place a deposit.

The car was meant to be ready for collection on Monday, April 28. Around noon, we received a message confirming pickup for 5:30 PM, with assurance that all issues would be resolved. Shockingly, at 4:00 PM—just 90 minutes before the scheduled handover—Stefan called to inform us that the audio system could not be repaired. We were presented with two unacceptable options: either take the car as-is and deal with Hyundai ourselves (despite the car still being under warranty), or let them send it in for repair with no clear timeline.

When asked if we would receive any compensation for the inconvenience, the answer was a flat “no.” I asked Stefan to confirm how long the repair would take. On April 29, no one contacted me. I had to call myself, only to learn that Hyundai couldn’t schedule the car until after May 20. When I asked why no one had provided this update earlier, he had no answer.

At that point, I told them to cancel the deal and requested a full refund. Stefan said he’d get back to me with the refund details—but after that phone call, he vanished. No more replies, no returned calls, no accountability.

I contacted Hartwell directly. They promised a manager would call me the next day. That never happened either. On May 1, I followed up again and was connected to a manager, Matthew, who finally asked for proof of the payment so they could “officially process” the refund. That alone is shocking—until that point, no one had even started the refund process.

Today is May 8, and I still have no refund and no update.

Hartwell Dunstable has shown zero respect for customers. Their interest ends the moment a commission is lost. They listed a car that was not fit for sale, took a deposit on it, and then tried to shift the burden of repair onto us. When the sale fell through, they completely dropped communication.

This dealership is not focused on customer service, only on profit. Their behaviour is careless, dishonest, and frankly unacceptable. I hope that both Ford and BID take notice of the kind of people representing their brand.

Avoid Hartwell Dunstable at all costs. They do not deserve your time, your trust, or your money.

just now
New
Leaving 1 star as cannot leave minus stars, they seemed great when purchasing the car as I guess they wanted my money however since purchasing the car they have been less than helpful. It is a fairly knew car so expected no issues however purchased the warranty just in case, it had broken down now 8 times ( battery keeps draining and the car needs jump starting) with the same problem when I call the garage they tell me they cannot assist as it is not a problem as it is working - they tell me they don’t have any availability to look at the car as they are fully booked so I book in a service which funnily enough they had space to look at as I was paying and would be able to look at the issue. Great, I get it there they tell me they do not have time to look at the problem and only do the service I said well can you look at the problem and not do the service nope no availability. I then have my service done and they say there is an issue with the updates not being done causing the battery to drain I get it booked in for weeks lates jump starting my car while we wait. Get to the garage at the agreed time as they said 5.30 I said I can’t make 5.30 but will be slightly after due to traffic and she said that’s not a problem someone will be there. I need my car as travel for work however when I arrive no one is there there is no one able to help me despite multiple people being in the building. Now I have the expense of getting taxi to work despite having a courtesy car book more cost for rubbish service and the lady couldn’t even be bothered to come over and talk to me and just sat in her office yelling across to me to say she couldn’t help and it wasn’t her problem…. So I pay for warranty which is a waste, now have to pay for work transport as the courtesy car I was promised is non existence and not a single apology just well we have lots of paying customers and can’t help everyone.

Terrible customer service (non-existent) and it wasn’t great even when trying to work with sales!
No support for car service such as collection and delivery - not helpful for those working.
I now regret buying a Ford at all.

Excellent sale and after sales service from the Hereford branch of Hartwells

Hartwell Dunstable’s, Stefan Pruteanu needs serious investigating and I urge this company to do this ASAP
Otherwise I can only assume that the whole team/company is in on this together…

Sent enquiry through Auto traders for used car on finance on 9th February 2025
Received response on 10th responding to my interest. Spoke with Stefan over phone about car. Expressed interest in wanting to view car . As in London and car in Dunstable, Stefan suggested a £99 reservation fee for car which would be non refundable if I applied for finance and it was accepted. I wasn’t 100 per cent confident in this arrangement but went with it. However before paying I did express to Stefan that I was not happy with having no refund if I didn’t end purchasing the car through finance. Stefan and I quote responded that, “he would not argue over £100 quid and would refund if I decided against purchase. Paid over phone with my card details. Looking back plenty of red flags but I ignored as I kept thinking it’s a “reputable and legitimate” car company, I’m sure everything will be fine.
Didn’t end up going to see the car and didn’t apply for finance - went with a different company instead the same day-Evans Halshaw Ford Manchester who were brilliant by the way and GAVE BACK my £99 deposit even after applying for finance, being accepted and collecting and driving car home.
When I changed mind I informed Stefan by text, he asked why I had decided against purchasing from him and what the other company was offering in terms of APR etc. I responded politely that this was my decision and I would like to be refunded. Stefan agreed to the refund.

Three days went by, no refund. I text Stefan enquiring when to expect refund. His response, up to 5 working days. A further 5 days later no refund, I text Stefan, no response until 1st March after some pestering from me in between through phone calls and texts in which he would also answer appeared very polite and professional (disguised compliance) with excuses about why the refund had not happened including him thinking it had been processed and promising to get back to me after checking with his staff/accountant to trace payment and even questioning if I was sure I hadn’t already received it. This went on for more than a month! On my second to last conversation over phone, after saying that he would be tracing refund request with accountant which would take some time due to hundreds of thousand of pounds going through their accounts including the purchase of the car I didn’t go through with by another client 😑🙄. I then called again some days later with which would be our last conversation where he confirmed with me over phone the card I used to pay the reservation fee of £99. And again looking back I should have thought things through better but by this time I was so focused on getting my money back I didn’t think things through properly. He said he wanted to confirm my card details as there was one other card that also had not yet received their refund and he needed to clarify which was which. So as I did when paying over the phone initially, I confirmed long card no expiry date and CVS number.
Straight after the call I came to the realisation of what he may be planning to do so I quickly removed all money from the said account in to one of my other accounts and froze my card and activated a replacement card via my online banking. Freezing my card still allowed for other transactions including direct debits and refunds…
My last attempt to call Stefan was I believe 11/12th March and by this time I am sure I had been blocked as it would ring once and then go to voicemail. At this point I decided to claim back from my bank which I did some weeks ago now. My bank promptly refunded the money however if the company responds and challenges it then I may have to give the money back to my bank. So far there has been no response from them so still ongoing….

I say all this to say stay well clear of Hartwell Dunstable! Yes I may be viewed as an easy target or con on here, however people who read this need to know the kind of heartless and ruthless people or person is working at this company.
Stay well away!

I've wasted 2 days with trying to get my car fixed here now with a further day still required, so not only the cost to have the car fixed but also the cost to me not being able to work. Car went in for an issue Dec/Jan and was supposedly fixed, however, barely 2 months later had the same issue with exactly the same error codes, but supposedly a different problem... due to this my own warranty will barely cover 30% due to it being a continuation of the issue and Hartwell obviously don't have any guarantee on the work they've carried out, as they're claiming its not actually the same issue...

On top of which there cost is extortionate, £694.18 for brake pads... I've bought these myself for just under £100 and a mechanic has installed them for £120. Tires and wheel alignment £530.88, had the tires and alignment done at John Wood Tyre's (highly recommend) for a total cost (Michelin Tyre's) £431.88. Definitely go elsewhere for your car needs, as Hartwells is not the place for any mechanical issues. 2 stars purely for the customer service of Sophie, otherwise it would be 1!!!

Couldn't fault our recent experience. Sales staff were helpful without being pushy. We got a fantastic deal all round. Everything they said they would do they did, it was a pleasure to do business with them. Thank you Jack, Andrew, Shane and the rest of the staff who helped make our purchase go smoothly.

Brilliant Hereford Ford Dealership. Visited the Hereford beach today and met ELLIS, BYD salesman. Easy to talk too. Knowledgeable and enthusiastic. Definitely will buy a BYD from this site via Ellis. We also had our car serviced + MOT, by Paul ( MOT tester) Thank you + Sophie in service: Brilliant attention to detail and speedy service. And ‘ Thank You ‘ to The Dealer Principal, Ian Willmore. who always ‘ welcomes ‘ ALL new and existing customers and ensures all customers are happy and served. Thank you Ian. Brilliant Team. 10/10 highly recommended.

Booked prepaid service for 10am. With no explanation car finally had service at 2pm, finishing at 3pm. Had to wait 5 hours for something that had a booked time.
Can only assume that because it was prepaid, so they were not receiving any money that day, that paying customers were put in front of queue.
Not acceptable way to treat customers.
Ford sell you service plans where buying a car and then treat you this way.
Appalling service.

Hartwell Ford in Reading is probably one of the best car dealerships in Berkshire (not just Ford, I mean *any*). I regularly take my Ford Focus there - superb customer service every time. The communication is excellent, I'm rarely kept waiting, and the lady I usually deal with at the desk - Charmian, I think – is a customer service superstar who deserves a promotion. I totally recommend Hartwell to anyone in Berkshire for Ford sales and service.