Vertu Motors - Volkswagen Harrogate Reviews 

My car was giving error messages and codes relating to the HV battery i.e. not every garage could work on it. Phoned Vertu and specifically asked to be booked into a garage that could work on HV batteries. They booked me into Harrogate. Took car there. First I got a phone call regarding their 'health check' i.e. trying to upsell me a load of stuff that I did not need (e.g. pollen filter marked as 'urgent'....). Then they called saying that they performed their diagnostic scan (£170). They said they found codes relating to the HV battery control module, same codes I told them it had. BUT they could not do anything further as they were not a HV centre!! They said I should book it into Leeds Vertu, to perform another scan (another £170). Went collect the car: they now say they have performed a software update. I asked 1) can I have a report of the scan - no. 2) can you give me details of the software update - no, but it relates to the battery apparently 3) can you phone Leeds Vertu for their opinion of the error codes detected - no 4) can you at least confirm that the codes you detected were the same as the ones I can detect with my scanner - no. I have never been in a garage that was so deliberately unhelpful and so uninterested in actually fixing my car. Really poor.

Dear Darren,

Thank you for your very quick response to my one star review and for the additional information regarding which code Vertu rectified.
At the point of booking in I specified that I would need to go to a workshop capable of working on HV batteries - not just for the practical aspects of working on HV batteries but also for the expertise that is found there. Vertu did not do this.
Clearing codes, updating software and seeing what happens next is not something I have a problem with.
Indeed, this is what I had been doing, as was detailed in a document which I left in the car which included the specific codes relating to the HV cell balancing circuit.
However what happens next in this case is, apparently, booking into a different Vertu garage and incurring another £170 diagnostic fee.

Being told that if the codes reoccur (which they have) I would then need to re-book it into Leeds who would charge me another £170 for exactly the same diagnostic scan that Harrogate have already performed is a problem. Being told that Harrogate Vertu could not transfer information or confer with Leeds Vertu is a problem. Being unable/unwilling to specify which codes were at fault or what software update was applied (thank-you for that additional information) is a problem. Had I gone directly to Leeds Vertu the re-occurring faults would be the continuation of an ongoing job and not the start of a new one, that is the problem.
Regarding the "trouble codes" that you are dismissive of, these are industry standard codes which are used to help diagnose faults in cars in each and every garage across the EU (possibly global - I just don't know). I understand that VW has in the past fought very hard to keep this information out of the hands of independent garages (legislation eventually changed that) and it is disheartening, if not unexpected, to learn that VW is continuing to develop codes that can only be read properly on VW supplied equipment.
I note that you do not address my concerns regarding the persistent upselling of unwanted items or services - I assume you feel that a pollen filter replacement in autumn is indeed a matter of "urgent" concern?
I hope this clarifies why your response does not answer my concerns but feel free to call me directly should you wish to discus it further.

Regards
Matt

Where to start? If it were possible to review the Business Manager, the reception team, the technical team etc etc below one star then I would. A three year service at a cost of circa £400 turned into a final bill of more than £1,000 because apparently on a low mileage car, which has always been serviced on time by Vertu in Harrogate all 4 tyres were “cracked” - who knows what that means certainly no one on reception and the service manager just ignored us. We usually get a short video before collecting the car which shows a “tour” of the car by a mechanic in charge of the job. No such thing appeared until after we had picked up the car and returned home and even then only the first few seconds were of our car and the rest of some old D registered car. Phoned Reception at Vertu first thing the following morning and they could not provide a video of our car as they had had some “technical issues” and then asked if there was anything else they could help with (oh the irony). Had asked them (yet again) to look at the dash cam which they installed at new when we bought the car (an on-going issue throughout it’s 3 years as in it had never been fit for purpose) and on collecting the car apparently according to reception they had not had time. VW Customer Services in South Africa took up our complaint and eventually got the Business Manager to call us re the dash cam issue. After a protracted conversation, and whilst not accepting any responsibility, he said that he would make a goodwill payment to us of £100. This all started in May 2024 and that goodwill payment was to have been sent within 2 days of the conversation which took place on 25 June 2024. At the time of writing ie 30 September 2024 we have still not received this goodwill payment promised by the business manager. VW Customer Service seem not to have encouraged the business manager to make good on his offer and we have ourselves e-mailed him more than once but had no response at all. I should also say that we have been VW customers for the best part of 30 years but wouldn’t now touch them with a barge pole purely because of the top down behaviour displayed by the people at Vertu Harrogate. We have gone to Volvo.

3 October 2024 - thanks for your response Keith which is clearly just the standard. As we have still not received the £100 goodwill payment promised to us on the 25 June 2024 by your then and current Business Manager perhaps you should send this review directly to him and copy it to your Finance Department as well at Vertu in Harrogate. Clearly he needs to be reminded of his offer.

4 October 2024 - As requested our details have now been forwarded to the digital experience at Vertu motors team and I await contact from Vertu Harrogate.

10 October 2024 - So it’s now a week since the digital experience team told us that management at Vertu Harrogate wanted to contact us to discuss our complaint. They have all the contact details they need but as at today no action has been taken - so no action and still no “goodwill” payment. We will continue posting here until this matter is resolved.

12 October 2024 - This matter has now been resolved with an e-mail from the business manager at Vertu in Harrogate including an apology for his “oversight” regarding the goodwill payment (which his accountant has now made to us as at yesterday). Our thanks to the digital experience team for pulling this together.

Great service from VW Vertu in Harrogate, Sam Macfarlane in particular was very helpful and kept me informed on timeline and additional work needed on my Passat to get through MOT etc in time for collection by end of same day.

Well done Sam! :)

over the 7 month of owning the car full of faults and been in the garage more times than driving it, then been fobbed off each time i collected it to find the same safety faults where still there, once these were attempted to be fixed it then caused damage to another parts, £77k car.. i would not touch these with a pole, we have had a change from VW and moved to Volvo up the road, which is miles better than the rubbish and untrained staff at Harrogate branch
they are so slack! its untrue.. they all need re-training in the cars they sell and the customer service area
by the way the car was never fixed correctly when given back to me, hence the re-booking back in on a regular basis due to lack of knowledge and the VW customer service been involved with all records on each visit, especially the safety issue that was not fixed !!!! be warned !!!

Recently bought a new VW Polo and was helped all along the way by Fern. This made my experience very easy from purchase to delivery. A clear explanation of the car features was really helpful before driving away too.

Fern was great helped us along with every step of the way very professional

I have dealt with several VW dealerships in the past with very mixed experiences. Having visited VW Vertu Harrogate for the first time the service and attention shown by the sales executive (Freya) was second to none. I would definitely choose this dealership for my next VW.

Vetu - Harrogate

Waited 5 weeks to have exhaust warning light fault
looked at. Three possibilities
a) they are an amazing dealership and people flock from miles around
b) they are short staffed
c) VWs have lot of faults and this is overwhelming their dealer network

After checking the garage didn't have the required part - despite this apparently being a common fault according to the wisdom of the Internet.

Took back a week later to be told that when they opened up a sealed box they found that they had ordered the wrong part. Will need to be rebooked in again.

Attitude of service staff rude and dissmisive. It isn't their fault that they didn't take the care to check for the right part for a common fault the first time. What do I expect them to do?

At least it was under warranty so I won't be paying through the nose for this incompetence.

I won't be back.

Absolute shambles. After taking my 250 reservation fee, they sold me a car that wasn't even for sale! Avoid like the plague. Waste of time and am now a very disappointed customer to boot!

I have been appalled and personally offended at the way I have been treated at this dealership. The reception staff in the service department seem to be completely inexperienced and have no knowledge of the motor trade or Volkswagen. All that seems to come back is 'I don't know'. When my query was passed to the service manager, he just stood up, looked over in my direction, and sniggered. When the reception assistant returned she told me she had also spoken to a technician, and he didn't know either.
I also had another previous experience, when I queried the meaning in the service book in relation to the oil change service where it stated 'in combination'. Guess what...the reply was 'I don't know'. There were 3 people on reception at the time and they also said 'I don't know'.

VW KNARSBOROUGH REFUSED TO STAMP THE SERVICE BOOKLET … Ive now lost a full service stamp history in my service booklet. I used bookmygarage booking company that was recommended by VW to book the service with VW Knarsborough, I had a complete service VW stamped book up until this week ....now I haven’t. I will have to pay for another service by VW so they will stamp my wife’s booklet. Be aware that if you use this booking model to book your service and you want or require a main dealership stamp then you will be disappointed as in my situation where they refused to stamp it even though it was serviced at the main dealership by a VW technician… If I had known I would not have booked it. I’ve also seen another side of VW extremely unhelpful and refused to escalate my complaint to another manager. This booking service is a good thing to keep costs down but if its booked through a main dealership as mine was then as in my case they refused to stamp my service booklet. I feel totally let down by Vertu Harrogate ive bought the vehicle brand new and had every service done there. Clearly they do not seem to value customer loyalty.

Its now 20Th Dec 2023 and the response below from Dean clearly didn't seem to mean anything as I took my time again to reply to VW through Dean and quoting the ref number and yet again they did not have the courtesy to reply or take the matter further as they indicated. It seems that they do not care about their customers and can afford just to throw money away.

I was interested in buying a new VW T Roc, so booked a test drive. I was a few minutes late for my appointment but was immediately handed over to a different sales rep, who had been there less than 2 weeks and knew absolutely nothing about my enquiry. The demonstrator car couldn't be found and there wasn't even a new car for me to see what the updated model was like. The first rep had organised an older car to test drive, which turned out to be automatic instead of manual, then moved to an older manual car which by the time I reached the first roundabout, I realised had virtually no petrol. To cap it off, I was informed that the wait time on a new car would be at least 6 months. I realise that this is not Vertu's fault and I feel sorry for second rep, but the whole experience was just comically bad.

Wrong service booked in, took all day when booked for 9am and waited till 12.30 before questioning why not moved car yet. Extras all at daft prices, coolant below min And overheating after full service! no loyalty no trust, no customer service. 10 years and never will visit again sorry.

Booked my car in for service and arranged "Collect / Deliver". Car was collected as arranged and during the day I was kept informed about any work that needed doing. My car was returned at the time quoted with everything in order.
Sam was very helpful and i would like to say thank you for a great service.
J. Davison.

Fantastic service from Sam on the service desk. Very professional and highly recommend!

My previous experience with Knaresborough Vertu was less than acceptable but today's was the complete opposite. Sam kept me informed, was patient and explained clearly and couldn't have suited me better. It was such a relief to get a lift into Knaresborough initially then picked up from home by Brian when the car was ready for collection. Today I am impressed, Thank you.

No provisions for disabled people at this branch. Shocking to be treated even more disabled. All i want to do is get the faults fixed on you VW.

Picked up my ID.4 yesterday! What a great car,220 mile drive back to London & was like sitting in my armchair! Arrived home relaxed. Have to say a big thank you to Fryia! A complete star,was made to feel welcome,answered all my questions on the day & all the emails before the hand over. I face all the staff there whether it was in person or via emails answered any questions I had and was welcoming once I had arrived! Fryia took the time to explain all the features of the car and also set up the " we connect I'd app for me. If I could give more than 5 starts I would! Thank you all!

SCAMMERS!
Car went in for a service a while back, done less than 15000 miles. Advised my front brake pads were 70% worn and if I replace pads I MUST replace the discs. As an ex mechanic this is a clear lie. You can replace pads on their own as long as discs aren’t damaged, scored or heavily worn etc.
On inspection of my brakes the pads were actually 20% worn at the most and nothing wrong with the discs. Clearly trying to get work and rip me off and if they did it to me they will do it to others. AVOID AVOID AVOID

We've just bought our new car and have had such an easy experience. Email and phone contacts have been regular but not too often throughout the time whilst we've been waiting for the car to arrive. The showroom team are all polite, very knowledgeable and helpful. It's the 2nd vw car we've had and we're really happy with the outcome.