Hartwell plc Reviews 

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.

I had my car booked in at 0830 this morning 24/03/25 at Hartwell Grimsby for a simple MOT…or so I thought!

When I turned up the service team member at the front desk informed me that the car was not booked in.
I explained that I did it on line and showed him the email. He then said there is no way he can fit it in! As they were v busy today. He then said it was my fault! As I booked the car in on Saturday to be MOT’d first thing Monday 0830 and looked at me like I was the stupid one!

Wow so you can book on line for a time and date…at Hartwell. It doesn't actually mean that is the date and time you will get, it means preferred! Who does that? As the time and date they have now sent me is a week later. I took the day off work to do this. I do not have anymore days off to take!

This is the second time I have been severely disappointed by Hartwell Grimsby. The first time was when I purchased a car from Hartwell 3 month ago and it took them 2 months to pay me my trade in value for the car that I traded in.

I want to support my local garage as I own 3 Fords! However this will be the very last time I have anything to do with Hartwell Grimsby. I will take my custom elsewhere!

Hartwell Ford Grimsby
"Caveat emptor" (Buyer beware) should be at the entrance to the showroom. Having booked an appointment to view the car we were kept waiting for over an hour. Before a test drive, we listened to the many “products” we could add, finance, warranty, paintwork protection, upholstery protection etc. We enquired about the cost of road tax and the sales person checked the advert and said it was £180.

As the part exchange valuation was so low we decided to proceed with the deal but without the addition of any “products”. We then felt under considerable pressure to take out the nearly £1000 warranty (the car was less than 2 years old).

We collected the car a week later (17th February), and while completing the final paperwork, we were shocked to be asked to pay £590 road tax. We pointed out the on-line advert for the car stated “Road Tax £180”. The manager was then called over and we suggested this was somewhat misleading. He was clearly not a happy. His belligerent response was “The road tax IS £180 the rest is ECS; it’s not misleading at all. What do you want to do?” We asked what he suggested and he replied “You will either have to pay it or you can walk away and then he left (a man of few words). The sales person looked embarrassed and I wanted to walk away but as we had struggled through this far and liked the car my wife decided we should complete the sale.

We were told the vehicle had been serviced but were not given any paperwork. We were informed the DSR (“Digital Service Record”) is all online now. It wasn't and the My Ford App / My Ford Account didn't recognise the registration number only the VIN number but there were no service records. After numerous emails and phone calls it transpired the vehicle had not been serviced. We were informed “We do not routinely service a vehicle prior to sale”. Then we were told that “as we had been messed around ‘Jack’ would complete the service for half price”. We declined this as we have lost patience and all faith that this would be completed in any satisfactory manner.

During some final paperwork it was discovered that at some point a calculation error had occurred and we had overpaid by £175. The sales person said this would be repaid within 3 to 5 working days (it took several emails and two weeks).

Our “Ford Main Dealer” experience has been of poor customer service, low part exchange valuation, questionable advertised road tax sum, no vehicle service prior to sale, a ridiculous refund wait and an unpleasant sales manager. At the age of 65 I have completed many vehicles purchases but this has been by far the very worst. We are hugely disappointed in our local main dealer and needless to say, we will not be redeeming the £75 referral voucher and will not be back.

Communications are the key to any business I feel. Especially in sales. Well where do I start this doesn't exist. Two weeks in to buy a used car and now cancelled it due to lack of respect and communications and waiting for refund. Word of warning read the trust pilot reviews I didn't to begin with but will do moving forward. Reason for lack of communications lack of experience and no staff to cover sales.

Cars not prepped for resale purposes either. Asked for MOT asked for service, advised breathing pipe cracked and no further correspondence since. NO WARRANTY UNLESS YOU BUY AT A COST OF £942 for 3 yrs but reading the reviews this doesn't get followed through correctly.

Would I go back NO. 1/10 for this reason.

Purchased car from this garage and it was great had my first service done and it was good however booked my car for first MOT
On the 18 th December I booked it in for 1 st of February. Today 31st January I received a phone call telling me that they could not do it.
That’s great you had month or more to tell me and they leave it till the last minute
NOT A HAPPY PERSON !!!!!
1star is to much it should of been no stars

Hereford Branch .Should be ZERO star . Interested in Jaecoo ,this was my nearest dealer . They have a separate showroom together with sister brand Omeda .
Entered and walked up to the Jaecoo near the door ,was approach by a salesman . I asked how many colours ….” I think five “ clearly he didn’t know , I asked what are they. “ I think “ again he didn’t know for certain . Not being impressed I thought as there is basically only one body shape not difficult to to know what’s what ! I asked can I have look in the boot , you guessed it “ I think it’s locked ,no offer to get it open ! I noticed there was a member of staff sitting behind a desk/ table ,who I found out was the Finance Manager , he never offered to save the day and a sale and come and help ,clearly the young salesman was out of his depth . Appalled at the complete lack customer service I asked for some printed info to take away after a long long wait he arrived with several sheets of paper ,only two were useable . Being fed at this stage I went up to the Finance Manger and how unhappy I was with the service he arrogantly replied. “. I am not sales “ I said but your a manager at this dealer ship again in same arrogant reply “ I am not sales “ no offer to find someone to help me , didn’t care about a lost sale .
So I left the showroom to return to my car , as was out side ,I heard someone shouting at me “ WHAT IS YOUR PROBLEM “ I felt very intimidated as I am 77 yrs old . I said how dare you speak to me that way your a manager here , his final insult to me was a very very childish “ YOU HAVE PARKED YOUR CAR IN THE WRONG PLACE “
Be warned do not waste your money at Hartwell Hereford .
I have sent 3 yes 3 customer complaints via their own link on their own web site …yes you’ve guessed it NOTHING . If you want to be intimidated and feel threatened “. Shop here “

Perfectly fine when you purchase a car. When things go wrong not so.
Car purchased in Oct 2023 and issues with mold and damp seats. Still not sorted and emails now being ignored.
Unable to use the car for any other passengers due to the smell.
2 complaints sent to HQ but still no reply.

Hartwell Banbury; Ford Service.
Excellent customer service & communication.

I recently purchased a Ford Fiesta from Jason Hewitson at Hartwell Ford Reading, and I couldn’t be more pleased with the experience! From start to finish, Jason was incredibly helpful, professional, and attentive. He took the time to understand my needs and helped me find the perfect car that fits my budget and lifestyle. The whole process was seamless, and Jason made sure I was well-informed every step of the way. I highly recommend him to anyone looking for a new car – his customer service is top-notch! 5 stars all the way!

Awful after service..
My van had been taken in 3 times for inspection..
First time a visual inspection for an engine knocking and oil smell..
Couldn’t find anything so was booked in again..
Asked while it was there for the back door to be adjusted also and further investigation into the knocking..
The van never moved from where I dropped it off and no work was done but when I quizzed them about it he produced a bit of paper to say it’s been looked at under warranty…Golden ticket??
Van was booked in again after I had noticed an oil leak so maybe they all could be linked and the back door catch..
Picked the van up again after no call back I appeared just before they closed and was told I had a drive shaft seal gone and they didn’t have time for the catch..a 10 min job so if it had been there for 8 hours surely that would have been looked at..?
The manager said they are on back order and could take months and yet again the van never moved from the forecourt so suspecting more lies the next day I phoned ford parts and ordered the seal for the next day…
I hate liars and on 3 occasions ive been fobbed off with lies..
I bought a ford after 3 years of problems with Vauxhalls..
Was told by the service manager I should have bought a Toyota jokingly..
Well I would def never buy a ford from Hartwell fords.
Another after sales miserable experience..
Avoid

Seen a car in Reading put a holding fee and went down from Manchester to Reading it took 3 1/2 hours. When I got there the car in question was somewhat to be desired...full of swirl marks all over..when I asked the sales rep in question he just laughed it off...I was furious...I travelled all that way to see this...oh he said if you buy it we will get the car sorted out nearer to where I live..I have heard that one before they usually offer less money to get it fixed!! Is that Ford of Reading how you treat customers and present your cars!!
I could not believe the audacity of the sales petson who knew how far i had travelled he just didnt want to know.
Its has now been 3 weeks and i am chasing to get my deposit back but just keep getting bounced from one piller to another...still havent got back my holding deposit...what a dealership absolutley appauling...be aware of this company

Terrible.
Took my van in twice last year telling them there was strange sound coming from my engine and I was worried it was my wetbelt. Both times they told me no all was fine and something to do with aircon pump. Took van away and one month later broke down, wet belt had failed and ruined engine. This was September 24 and the van is still in the garage now. Over 4 momths sat in the garage and they ask for service history.

I paid a refundable deposit on car on 11Jan, decided not to proceed with the sale & notified Milly on 13th Jan that I would like a refund. The refund was finally processed 26th Jan after going in in person. Poor communication from Milly, but Sophie & Sam saved the situation

On 12 Jan 2025 my wife and I went to Hartwell Dunstable with a view to buy a new BYD, saw the salesman, Brian. He took all the details, looked at the present car, took some photos with a view to part exchange, however, needed the settlement figure which was e-mailed next day. Then I followed up on 14 Jan, I was informed that he was on another call, will return my call, never heard from him. In fact, never followed up. It is more than a week now, what a waste of time? Are customers unwelcomed and time wasters? If so, why not tell the customers and display a large poster, we do not need any customer.

It took over 8 hours for a non complex job. Staff friendly and waiting area okay

Very good recommend them in touch every step of the way. Got my new red Puma. Thank you to Michael who was new there, very professional and helpful. 😀

Watch out for Chris Howard in Service at Grimsby. He is full of lies but thinks he’s doing customers favours when it’s not wanted.
Have recently had some work done on my car where they were waiting on my parts to arrive apparently for 2 weeks even though when I booked my car in they had a whole month to have the parts there.
I have taken my car for a few bits of work to be done this year and so in total they have kept my car for 4 weeks and the first time claimed they didn’t know my car was there for work to be done even though it was booked in and my keys were handed over to them and not put in the self serve terminal!!
I have found them to be very unreliable.
Whoever has worked on my car this time had caused damage to my car but they claimed it came in like that when it didn’t. They didn’t like to be told that if they looked back on their system they would see my car was in not so long before from where I had all the front of my car replaced because of damage. This garage likes for the customers to be made liars when actually it is them.
I’ve had great service from the body shop side and if you can deal with Holly, she is absolutely brilliant, but I’d avoid service at all cost and if you cross paths with Chris Howard, I’d be very careful and don’t fall for his poor excuses and Lies!

Bought a new car from Hartwell. Complained twice in the first 30 days that it was not performing as it should. At first, the garage agreed with me but then did a complete u turn. They now tell me the car is perfect and won't take it back or do anything to improve its battery's dreadful sub-standard performance. Avoid this company!

100% unless diagnostic and repair