Hartwell plc Reviews 366

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.

Aaron provided an excellent, friendly service. All the paperwork was done over the Hartwell app, meaning I could simply pick up the keys.

Aaron was brilliant from start to finish. He asked all the right questions and took time to find out what I was looking for in a car. I was given options and I took the option to trade in my old car for a 3 year old Ford Puma through PCP. Aaron kept me updated from start to finish, very professional and friendly.
The car is immaculate and I drove home an extremely happy person today. Thank you

Shocking company. We came to view a car back in September and put down a reservation fee on it. It's now mid-November and we're still waiting for this to be returned to us. I've called them numerous times, they've taken my details to call me back. On my most recent call, I was told that they would send the manager an email to return my call as they couldn't get hold of him. I am still waiting for a call back and the return of my money. Wouldn't use and definitely wouldn't go back to them.

Hartwell Ford Dunstable have some fantastic used cars and at an affordable price with great finance deals, I just purchased a Toyota Supra and Aaron the salesman was fantastic throughout the buying process. He also ensured the car was prepped to a very high standard and gave a great handover. I am very pleased.

I can not praise this company enough. Harry Page was truly a pleasure to deal with. He got me the best deal possible for my car.

I was able to purchase my dream car for an affordable price and drove away with a massive smile on my face.

All the team at Hartwell near Oxford airport were first class. No one was too pushy and I felt at ease

Hartwells Ford in Abingdon were amazing and really helped me out when I needed help. I will be using these guys in the future for my lease vehicle maintenance. The staff are awesome and friendly and do their best to make the experience a pleasure.

If I could have left a 0 star review I would have.

I have personally worked within the main dealer network since 1999 and never in all my years have I come across deal prevention like this.

My partner wanted to buy a Mini Countryman for which we have the funding in place so we started searching around for a sensible value for money vehicle...after seeing the car she wanted advertised with a main dealer I said to her "that's the car to buy"
as there would be the back up of Hartwell being a main dealer group so the car would have been checked and prepared to a proper standard.

The issue came when we tried to actually buy the car...My partner called to place a deposit on it with the view that we could get the finance paid out and transfer the remaining deposit and arrange to collect the car on a day that suited our very busy life, only to be told that the car must be collected within 3 days even though the car would be fully paid for.

Disappointed doesn't even come close to the way we now feel about Hartwell group and our experience!!
It's no wonder that over half of the reviews on Trust Pilot are 1 star!!

I have worked for a range of small to large groups over the last 24 years and never have I come across a ridiculous rule like this!

Just think how much additional business and customer satisfaction you'd build if you just took a common sense approach!!!!

I ordered a mobility car in Jan 2023 and spent 2 hours going threw all of the necessary details with Josh for it to be delivered in May. After no contact from him for 4 months I returned to the garage in early May to speak to Joshua who was out so Lee checked my file to find that Josh had not pressed the send button on my form so my car hadn’t been ordered. So I spent another 2 hours with Lee who re-did my form. In June the garage telephoned me to say my car had arrived, a Puma. I didn’t order a Puma. I ordered a Black Ford Focus estate. Finally in Oct, 10 months after I originally walked into the show room my car arrived but in White not Black. Lee passed us the keys and said download the App and it will tell you how the touch screen works all the functions for the car. It controls literally everything and there’s no handbook these days. He said it was complicated but we’d figure it out by trial and error. I asked Lee to order me a boot tidy. He gave us the keys and basically chucked us out. Everything felt extremely rushed. He was already onto his next customer. 3 days passed I heard nothing. I rang and tried to speak to Lee, too busy, so I asked for the manager Andrew to find out what was happening. He said Lee would ring me back. Nothing. I rang again to speak to Andrew he was now too busy. 4 days passed. I left messages. Nothing. Finally Lee rang to say the boot tidy was in. On arrival we were directed to the seated waiting area were we sat for 45 minutes. I specifically requested that Lee or somebody go through the touchscreen app with us so we could control the car properly as we didn’t understand it. Neeve, who was passing saw our distress and asked if she could help. She was very polite, very helpful and way out of her depth coming from the service department but she tried her best to give us a demonstration in the car on how the app worked. You could tell she was thoroughly embarrassed by the behaviour of her work colleagues, Lee was too busy and Andrew had conveniently disappeared to Timbuktu and she was left on her own to try and save the face of the company. The only person I can praise in the whole of this diabolical shamble of a company is Neeve as she has a very professional, diligent, work ethic and she should be put in charge! Don’t buy a car from here. Don’t waste your time and your money on this appallingly run and managed second rate garage. Go to a professional establishment. There are Ford dealers in Wantage, Witney, Newbury, Swindon but please 🙏 don’t go to Hartwell Abingdon. You’ll be sorry!

Tyler was an excellent guide in buying a used car at Hemel Hempstead. He was patient and meticulous in explaining all the cars features and the process of carrying out a part-exchange deal. We felt assured that all stages of the process were being thoroughly done and there was no hard sell.

To have a car booked in for a MOT @ 8am and wait despite booking in advance and being reassured it would be taken in and done straight away only after 45 mins to still be waiting to approach a young man who is totally out of his depth and has no conception of customer care to be given a torrent of abuse upon when I said I would complain started to mumble foul language in my direction isn't acceptable shocking service I hope you lose your dealership.because I'll escalate this to the manufacturer

do one thing and not another, booked ranger in for a underboost fault,, said they dids not do courtesy car
arranged for someone to pick me up said is it okay to bring in early, yes i was told by email 2 days before they phoned cant come in untill 830am and want payment up front, not happy now cancelled, try some where else will not use again

Worst experience in my life of buying a used car from this company Bought a 2014 Focus Zetec S 1.0 ecoboost from these back in July 2022 and i have had nothing but problems with it from day one buying it had to go back 7 times to get repairs done. And in the end the engine has blown up and i have lost all my money and without a car. Stay well away from this place they are not worth your time or hard earned money!

This company also doesn't like to take responsibility they just pass the blame to other company's just so they can try and keep a "good reputation". I have seen Hartwell for there true colours and so will every other customer who even buys a car from this dealership.

Bought a one owner, five year old Mondeo, 43k on the clock from Hartwell Grimsby, £13k+. It started making a slight noise that sounded like it was from the fan, shortly after taking home. I didn't think it warranted looking at, as the car drove ok. After 3 months I thought I'd better investigate, and a local garage diagnosed a new water pump and timing belt was needed, £600+. When I returned to Hartwell to ask them to sort it, they offered to pay the first £200 of the job only. No warranty or guarantee. Not happy.

nigel the mobility adviser went out of his way to ensure that my wifes requirements were met to enable her to get in and out of the car .Knowing we had a holiday booked he again went the extra mile to ensure that we had the car within two weeks. We are extreemely pleased with the service we recieved and the smoothness of the whole transaction

For me the whole experience was made easy. The salesman welcomed me straight away told me his name Conrè Wagner, very friendly "but not pushy" . Didn't try to sell me anything I didn't want. The biggest thing for me was he listened to what I wanted and my needs. Big thumbs up 👍 from me