I applied for finace application for hundai santa fe. When my application was declined after paying reservation fee £99. 3 which they told me its refundable. 3 weeks down the road am chasing to pay ba... See more
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I purchased a Ford Transit from Dunstable . It was sold to me with a warranty provided by a Third Party called AutoTrust. The salesman Vinny was brilliant I part exchanged my Vauxhall Vivaro which... See more
Company replied
Extremely poor service from Hartwell plc (Watford and Hemel Hempstead)in fact the worst experience of buying a new car in 30 years. I ordered a new Ford Puma Gen E in September 2025. I received numer... See more
Company replied
Do not use Hartwell Banbury if you want your sanity intact. Angel is extremely rude and shouts at customers outside the building. She has lied and lied. We took our car back several times and they hav... See more
Company details
Written by the company
Hartwell Plc offers new and used cars and vans, servicing parts and accessories across the UK.
Contact info
OX13 6FD, United Kingdom
- 01865 861300
- contactus@hartwell.co.uk
- hartwell.co.uk
2.5
Poor
383 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 62% of negative reviews
Typically replies within 2 weeks
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I paid in full for the car
I paid in full for the car, over £31,000. It turns out the car had been in a major accident and hadn't been repaired correctly. To be fair Hartwell cancelled the sale and promised me a full refund... Problem is I'm still waiting for my money, I need to buy another car and quickly. its just not acceptable, this is a huge amount of money and they treat me as if I don't exist..
25 August 2023
Unprompted review
Reply from Hartwell plc
Hi Dave, thank you for leaving us feedback. We are disappointed to hear that your experience was not a positive one. If you could please email further details to contactus@feedback.co.uk so we can investigate further.
Good place to visit
Booked in my car to add some new parts, The sales advisor Charmaine King was very professional and helped me through the booking process and kept me informed of the work being carried out. The quality of work carried out by the technician was outstanding Collected my car what time was best for me. Thumbs up for 5 Stars would definitely use Hartwell Ford again.
4 August 2023
Unprompted review
Reply from Hartwell plc
Hi Mohammed, we're so glad that we were able to go above and beyond your expectations! Thanks for taking the time to leave a review. We're looking forward to your next visit with us! Thank you again for letting our team know how we did! We look forward to helping again in the future. Take care!
Poor new car purchase experience
I wanted to part ex my two year Old Ford Puma for a new model. The Abingdon branch had what I wanted and the deal offered was similar to a different Ford dealership were offering. Abingdon threw in private plate transfer so I paid a deposit and we agreed to collect my new car 14th July. In the run up I asked Abingdon to include the Ford 5 year extended warranty that had to be taken out pre the car being registered. I kept highlighting my private plate had to be transferred and the extended warranty had to be in place pre the changeover date. Communication was poor in that I had to chase them and they have little confidence things would be done pre changeover. The day before changeover I contacted Abingdon and was told everything was in place except the private plate transfer but not to worry see you in the morning. Next day I was told the salesman was day off, that he hadn’t put my private plate on the new car and that the 5 year extended warranty hadn’t been added. I reluctantly agreed to wait until the issue was rectified. The new car was handed over in the rain with rubbish inside. All in all buying a car from Abingdon was a poor experience. The car cost in excess of £23,000 but I was treated as though I was an inconvenience and that the order was irrelevant. The actual car is great but the experience of buying it, the disappointments and the firms attitude was poor. I certainly won’t use this firm again.
13 July 2023
Unprompted review
Reply from Hartwell plc
Hi Andrew,
We apologise for the poor experience you had during your new car purchase at Hartwell Abingdon Ford. Your feedback is valuable to us, and we take your concerns seriously. We understand the frustration caused by the communication issues and the inconvenience during the handover. Rest assured, we will investigate the matter thoroughly and work to improve our processes.
If there are any outstanding issues or further assistance required, please contact our customer care team at customercare@hartwell.co.uk, and they will be happy to help.
We appreciate your honesty, and we hope to have the opportunity to provide you with a better experience in the future.
Best regards,
Hartwell Customer Care Team
Great service
I went to Hartwell Ford in Grimsby to buy a replacement key fob battery. Jordan at the service reception changed the battery and handed it back with no charge. Extremely satisfied at such a polite and friendly response.
11 July 2023
Unprompted review
Reply from Hartwell plc
Hi Glenn, thank you for leaving us positive feedback about our team.
AVOID AT ALL COSTS
AVOID AT ALL COSTS - Kidlington Used car and van centre.
I would never recommend this dealership to anyone and I will never do business with them ever again. If you are reading this I would strongly advise you to do the same.
If it were possible to provide a zero star rating then I certainly would, 1 star is generous. Extremely poor post sales care and communication even from senior management team. No empathy shown during problems within 4 months of buying a car which caused great stress for weeks on end.
If you are talked into buying a car, I strongly suggest you get a third party to check the car over fully top to bottom before driving it away. Their however many hundred checks they do is certainly not adequate or accurate.
I was sold a car supposedly with a full manufacturers warranty and after a third party investigation it turned out the warranty was void. Patrick and the team did very little to help and claimed this was not a big issue and was not their fault with some very condescending and dismissive emails.
It is very worrying that this sort of company is allowed to continue selling cars! Very untrustworthy dealership.
11 July 2023
Unprompted review
Reply from Hartwell plc
Hi Oliver, thank you for leaving us feedback. We are disappointed to hear that your experience was not a positive one. If you could please email further details to contactus@feedback.co.uk so we can investigate further.
DO NOT GO WITH THIS COMPANY
DO NOT GO WITH THIS COMPANY. THEY HANG UP ALL THE TIME WHEN YOU CALL THEM. THEY NEED SACKING.
5 July 2023
Unprompted review
Chaos!
Firstly, don’t bother making an appointment via the website.. nobody will be in touch to set up the appointment. To be fair, a lovely lady from head office did arrange a virtual app for us and was very helpful. But the dealership never showed up or seemed to have no knowledge of it. We would have given up but we had an existing car lease that was due to end. Not that anyone seemed keen to sell us a new lease..
In the end, we just turned up at Hartwell Watford. When we arrived, we were promptly told that they don’t sell new cars on a Saturday (surely the busiest day?!) because they haven’t got the right staff. What proceeded was a very chaotic meeting with a salesperson who had to keep running off every 30 seconds. He was very nice but clearly overstretched and trying to do many things at once. We eventually agreed on a used car and agreed to return the following week to collect it. The next week, we arrived to collect the car at the agreed time. However we had to wait 25 minutes to be served despite there being a group of staff literally standing around doing nothing.
Eventually we were that our new car had neither been MOTd or taxed. So we then had to return home without it. It was a 3 hour wasted trip for us as we don’t live locally. Absolute chaos and we won’t be buying again from Hartwell.
10 June 2023
Unprompted review
Reply from Hartwell plc
Hi Alex,
We appreciate you taking the time to share your experience with us. We sincerely apologise for the inconvenience and frustration you encountered during your visit to Hartwell Watford. Your feedback is valuable to us, as it allows us to identify areas where we can improve our service.
To address your concerns and provide a satisfactory resolution, we kindly request that you reach out to our dedicated customer care team at customercare@hartwell.co.uk. They will be more than happy to assist you and address any outstanding issues.
Once again, we apologise for the inconveniences you experienced during your visit to Hartwell Watford. We value your feedback and will use it to improve our processes and ensure a better experience for all our customers. Thank you for bringing these matters to our attention.
Best regards,
Hartwell Customer Care Team
Why are Car Dealerships notorious for lying?
Bought a 2020 Mondeo. Within 24 hours the Engine Management Light came on the dash. Contacted Hartwells who asked me to drive the car for over an hour to them for them to look at it, even though it states one should not drive the car when the light comes on. Hartwells has a branch in Reading and they contacted me to arrange for a health check on the car and I was told that due to the bank holiday weekend they could not look at the car till the following Tuesday. Received a link to book an appointment and nothing has progressed. When the EML came on the dash, I decided to take a look under the bonnet and try to diagnose it myself. I opened and checked the air filter, and despite being informed that the car had been serviced, the air filter had not been changed. Had about a years worth of dirt on it.
I am not confident that even though the car has 3 months warranty, that any of these issues will be addressed.
Don't bother with them. You will regret it.
I have contacted Trading Standards and seeking legal advice.
25 May 2023
Unprompted review
Reply from Hartwell plc
Dear Viresh,
Thank you for bringing your concerns to our attention regarding your recent purchase of a 2020 Mondeo from Hartwell. We understand your frustration and disappointment with the issues you have encountered, and we sincerely apologise for any inconvenience caused.
We take customer feedback seriously, as it helps us identify areas for improvement and ensure a better experience for all our customers. We appreciate you raising these issues, as it allows us to investigate further and take appropriate actions to address them.
To ensure that your concerns are properly addressed, we kindly request that you reach out to our dedicated customer care team at customercare@hartwell.co.uk. They are committed to assisting you and finding a satisfactory resolution to the issues you have faced.
Again, we apologise for any inconvenience caused and appreciate your patience and understanding in this matter. We look forward to the opportunity to resolve your concerns and restore your faith in our dealership.
Best regards,
Hartwell Customer Care Team
Just bought a new car from Hartwell’s…
Just bought a new car from Hartwell’s Grimsby branch, and very pleased with the service. Dealt with a lovely guy named Dylan, and couldn’t be happier with my new car. Even managed to drive it away same day! Would definitely recommend, thank you Hartwell Grimsby!
30 May 2023
Unprompted review
Reply from Hartwell plc
Dear Harriet,
Thank you for your positive review regarding your recent purchase at Hartwell's Grimsby branch. We appreciate you taking the time to share your experience.
We're delighted to hear that you were pleased with the service provided by Dylan. Our team strives to offer exceptional customer service, and it's great to know that Dylan's assistance contributed to your satisfaction. We're also glad that you were able to drive away in your new car on the same day, ensuring a seamless and efficient process.
Thank you for choosing Hartwell Grimsby. We value your recommendation and are thrilled that you are happy with your new car. Should you have any further inquiries or require additional assistance, please don't hesitate to reach out to us.
Best regards,
Hartwell Customer Care Team
Spent 50k on a BMW
Spent 50k on a BMW, which after 4 days needed a service, contacted company about it and they asked me to send the invoice for the service, havent neard back from them since, emails are ignored. Now having to try getting a refund from them through the finance company--Very poor service.
29 March 2023
Unprompted review
Reply from Hartwell plc
Dear Paul,
Thank you for sharing your recent experience with us. We are sorry to hear about the issues you encountered with your BMW purchase and the subsequent lack of response from our company. We understand how frustrating it can be when communication falls short, especially after making a significant investment.
Providing excellent customer service is of utmost importance to us, and we sincerely apologise for any inconvenience caused by the delay in our response. Rest assured, we take your concerns seriously and want to address them promptly.
To resolve this matter and assist you further, we kindly request that you reach out to our dedicated customer care team at customercare@hartwell.co.uk. They will prioritise your case and work towards finding a suitable solution. We apologise for any inconvenience you may have experienced during this process.
Your satisfaction is important to us, and we want to ensure that your concerns are addressed appropriately. We appreciate your patience and cooperation in resolving this matter, and we look forward to working with you to find a satisfactory resolution.
Thank you for bringing this matter to our attention, and we are committed to rectifying the situation.
Best regards,
Hartwell Customer Care Team
Customers for over 40 years of this…
Customers for over 40 years of this Ford branch in Hemel Hempstead my elderly parents brought their Ford Mondeo for its scheduled service and Mot with no problems before they received it. The car was also scheduled to have an air bag recall item repaired but appears not to have been done. The MOT has been declared a fail on DVLA website with an Electronic stability control warning lamp fault that has occurred in the garages possession. The service Manger Kevin has stated to my parents the MOT has not been done and they have found the fault for £60 odd and requires a yaw sensor replacement. So they service and break the car and charge them to detect the fault and service the car, leave them with no transport and really could not care less. They will not be returning to this outfit. Customer care and service is non existent here any longer.
19 May 2023
Unprompted review
Reply from Hartwell plc
Dear Mark, We are deeply sorry to hear about the disappointing experience your elderly parents had at Hartwell Hemel Hempstead Ford, especially considering their long-standing loyalty to our branch for over 40 years.
It is disheartening to learn that the recent service and MOT for their Ford Mondeo did not meet their expectations, and we sincerely apologise for any inconvenience and frustration caused. The fact that the airbag recall item was not repaired as scheduled is concerning, and we understand your parents' disappointment. Additionally, the MOT being declared a fail on the DVLA website due to an Electronic Stability Control warning lamp fault is regrettable. It is our responsibility to ensure that all necessary repairs and inspections are carried out properly, and we apologise for falling short in this regard.
We would like to investigate this matter further and find a resolution for your parents. Kindly ask them to contact our customer care team at customercare@hartwell.co.uk with their contact details and any additional information they can provide.
We are committed to addressing their concerns and working towards a satisfactory resolution. Please convey our sincere apologies to your parents for the inconvenience caused, and assure them that their feedback has been taken seriously. We value their longstanding support and regret that their recent experience fell short of their expectations.
Best regards,
Hartwell Customer Care Team
PLEASE AVOID it will save you a lot of…
PLEASE AVOID it will save you a lot of stress . Purchased a used car from Hartwell Dunstable on spending over £30,000 I obviously wanted a warranty was told on several occasions the car had full service history and remainder of manufacturer warranty and I could see all details online . Picked up car and again was reassured it had all been serviced ect . Next day went on fords site , couldn’t do this until I had the car , to find it hadn’t been serviced in accordance with fords scheduled services . I spoke to ford warranty who then said the car wouldn’t be covered for a large amount of claims . After numerous phone calls , sales staff rude but Jack the manager helpful and understanding, we were told we would get a full refund returned car on a Tuesday and still no refund 4 days later ! Disgraceful service thought I was doing the right thing buying from a Ford dealer PLEASE AVOID
18 May 2023
Unprompted review
Reply from Hartwell plc
Dear Sue,
We are genuinely sorry to hear about the stressful experience you have had with your recent purchase at Hartwell Dunstable. We understand the importance of having a warranty and the expectation of a full-service history, especially when investing over £30,000 in a used car.
We deeply regret the miscommunication and inconvenience caused by the incorrect information provided regarding the service history and warranty coverage. This is not the level of service we aim to provide, and we apologise for any frustration you have experienced as a result.
We appreciate your kind words about Jack, the manager, and we are glad to hear that he was helpful and understanding throughout your interactions. However, we understand that the delay in receiving a full refund has added to your disappointment, and we sincerely apologise for this.
To address your concerns and resolve this matter promptly, we kindly request that you contact our customer care team at customercare@hartwell.co.uk. Please provide us with your contact details and any additional information you can share about your experience. We will investigate the situation further and ensure a resolution is reached.
Once again, we apologise for the inconvenience and stress caused by this situation. We genuinely value your feedback and the opportunity to make things right.
Best regards,
Hartwell Customer Care Team
Excellent service Grimsby hartwell ford
My car was repaired at hartwell ford in Grimsby and the 2 girls who work in the body shop department Holly and Gaye was excellent very friendly and very helpful nothing was to much trouble for them at first there wasn’t a car courtesy car available but they managed to get me one the same day I would highly recommend hartwell grimsby service with a smile thankyou to Holly & Gaye and all staff involved repairing my car excellent job
17 May 2023
Unprompted review
Reply from Hartwell plc
Dear Mr. Ward,
Thank you for taking the time to leave such a positive review about your experience at Hartwell Ford in Grimsby. We greatly appreciate your kind words and are thrilled to hear that you received excellent service.
We're glad to know that Holly and Gaye from our body shop department provided you with friendly and helpful assistance. At Hartwell, we strive to go above and beyond to ensure our customers' needs are met, and we're delighted that they were able to arrange a courtesy car for you promptly.
Your recommendation means a lot to us, and we're grateful for your trust in our team. We'll make sure to pass on your kind words to Holly, Gaye, and the rest of our staff involved in repairing your car.
Thank you for choosing Hartwell Ford in Grimsby. We're here to assist you with any future automotive needs, and we look forward to serving you again with the same excellent service and a smile.
Best regards,
Hartwell Customer Care Team
STAY CLEAR
STAY CLEAR
Customer service is shocking nobody got back to me after a week i contacted them and they told me the car had sold the day before after i sent over 10 emails it's a joke guys stick with main dealers they won't let you down
15 May 2023
Unprompted review
Reply from Hartwell plc
Dear Customer,
We are truly sorry to hear about your disappointing experience with our customer service. We apologize for the lack of timely response to your inquiries and the frustration caused by finding out that the car you were interested in had been sold after multiple attempts to contact us.
To address your concerns and rectify the situation, we kindly ask that you reach out to our customer care team at customercare@hartwell.co.uk. Providing us with additional details about your experience would be greatly appreciated, as it will assist us in resolving any outstanding issues and ensuring that this does not happen again in the future.
Once again, we sincerely apologise for any inconvenience caused. We value your feedback and the opportunity to make things right. Thank you for bringing this matter to our attention.
Best regards,
Hartwell Customer Care Team
My car went in for repair for 10 weeks…
My car went in for repair for 10 weeks and £2000 later. Customer service is absolutely terrible after making 30 plus phone calls chasing them we had to go the garage in person twice for an update. Please don’t take your car to the Hemel Hempstead branch under any circumstance.
4 May 2023
Unprompted review
Reply from Hartwell plc
Dear Customer,
We are truly sorry to hear about the frustrating experience you had with our Hemel Hempstead branch. We apologize for the extended repair duration and the lack of satisfactory customer service throughout the process. This falls well below the standard of service we aim to provide to our valued customers.
We understand that having your car in repair for such a prolonged period can be incredibly inconvenient, and we apologise for any inconvenience caused. Your feedback regarding the communication and responsiveness of our team is crucial to us, as it helps us identify areas for improvement.
We would like to investigate this matter further and address your concerns promptly. To assist us in resolving the issue, please reach out to our customer care team at customercare@hartwell.co.uk. Kindly provide us with your contact information and any additional details that would help us better understand your specific situation.
Once again, we sincerely apologise for the inconvenience you experienced and for falling short of your expectations. We value your feedback and the opportunity to make things right. Thank you for bringing this matter to our attention.
Best regards,
Hartwell Customer Care Team
Service & MOT in Hemel Hempstead
Excellent work carried out efficiently, as arranged. The booking-in and payment procedures have changed now using an app tjekvik.com. The staff are helpful in using the new system, but my wife and I much prefer the Hartwell personal service and reception. Payment is online through tjekvik.com, however there was no invoice detail until collecting the vehicle and examining the invoice left on the seat! MrsPFitz
20 April 2023
Unprompted review
Reply from Hartwell plc
Dear Mrs. Fitz,
Thank you for taking the time to leave a review of your recent Service & MOT experience in Hemel Hempstead. We appreciate your feedback and are glad to hear that the work was carried out excellently and efficiently as arranged.
We understand that the new booking-in and payment procedures using the app may have presented a change in the service experience. We appreciate your understanding as we adapt to new systems. However, we also value your feedback regarding the preference for the traditional Hartwell personal service and reception. We take customer preferences seriously, and we will certainly consider your input moving forward.
Regarding the invoice detail, we apologise for any inconvenience caused. We will address this matter with our team to ensure that future invoices are more detailed and readily available for our customers.
Thank you for choosing Hartwell for your service and MOT needs. We value your business and feedback. If there's anything else we can assist you with or any further suggestions you have, please don't hesitate to reach out.
Best regards,
Hartwell Customer Care Team
I had a simple oil & oil filter change…
I had a simple oil & oil filter change on my 2018 Ford transit custom in Hemel Hempstead, All because of this stupid wet belt fords use I decided to get fresh oil for my up and coming Europe camper van trip. It should be a simple one hour job, two weeks previously when buying parts i booked it in and this was the earliest time and they wanted me there for 0.830, I need to say the parts guy Dave and girls on the phone where excellent, Dave was extremely helpful and ordered my parts in super quick time.
Well I arrived 0.835 and was shown this stupid digital key safe, I asked if someone would have a look around my van as I’ve got new unmarked MSRT Ford supply wheels and a very high end full camper van conversion.
No I was told, We do not do that, well I said I’d like it checked in knowing there is no wheel damage and scrapes.
A Gentleman appeared and looked over my van, not documenting anything.
I was then told to come back at 17.00, but why was I told to arrive at 8am For such a simple job? all the dedicated van parking had cars in them why?
We need it all day so we can squeeze it in at some point, you should of asked for it to be done while you wait, how am I meant to know that if I’m not offered it?
Two weeks it had been booked in.
What a waste of time I will never go back there again, I shall find a different Ford dealership to change my oil.
28 April 2023
Unprompted review
Reply from Hartwell plc
Dear Customer,
Thank you for sharing your recent experience with us regarding the oil and oil filter change on your Ford Transit Custom at our Hemel Hempstead location. We apologise for any inconvenience and frustration you encountered throughout the process.
We understand that a simple oil change should be a quick and straightforward job, and we apologise for the delays and miscommunication you experienced during your visit. Your feedback regarding the appointment scheduling and lack of vehicle inspection is essential to us, as it helps us identify areas for improvement in our processes and service.
We would like to investigate this matter further and address any outstanding concerns you may have. Please contact our customer care team at customercare@hartwell.co.uk with your contact details and any additional information you can provide. We value your feedback and want to ensure that we rectify the situation and regain your trust.
Once again, we apologise for the inconvenience caused and appreciate your understanding. Thank you for bringing this matter to our attention. We hope to have the opportunity to serve you better in the future.
Best regards,
Hartwell Customer Care Team
Just had my car serviced by Hartwell…
Just had my car serviced by Hartwell Ford in Reading. The booking in process was painful and would benefit Hartwell more than the customer. On the phone the agent was unable to explain the difference between a ‘Hartwell Service’ at £169 which uses Ford approved parts, and a Ford service at £429. However, a Hartwell service “might invalidate the warranty” so I went for the full Ford service which they discounted to £370. On arrival this morning I had to go through the whole on-line registration again, which I had already done, in order to open a little key box.I was patiently guided through this process by Charmain King who was outstandingly courteous. She called a few hours later to say that the car was ready and when I met her again to collect the paperwork and make the payment, she could not have been more helpful. She even walked me to my car with an umbrella to keep me from getting wet! So 5***** for Charmain, a lot less for Hartwell. (Love the car though!)
27 April 2023
Unprompted review
Reply from Hartwell plc
Dear Customer,
Thank you for taking the time to share your recent experience with us regarding your car service at Hartwell Ford in Reading. We sincerely apologise for any inconveniences you encountered during the booking process and the confusion regarding the different service options.
We appreciate your feedback as it helps us improve our services and ensure a better customer experience. Rest assured, we will review the booking process to identify areas for improvement and ensure better clarity on service options.
On a positive note, we are thrilled to hear that Charmain King provided you with outstandingly courteous service. We will personally recognize Charmain for her exceptional assistance and her dedication to ensuring your satisfaction.
We are also delighted that you love your car! If there are any further concerns or if you would like to discuss your experience in more detail, please do not hesitate to reach out to our customer care team at customercare@hartwell.co.uk. We value your feedback and want to ensure your complete satisfaction.
Once again, we apologise for any inconveniences you experienced and appreciate your understanding. Thank you for choosing Hartwell Ford, and we hope to have the opportunity to provide you with an improved service in the future.
Best regards,
Hartwell Customer Care Team
Top service from the service team Harwell Watford!
I just want to thank all the service team at Harwell Watford for their excellent service. I dropped my MachE in for a software matter this morning. A few hours later I had a full report from the technician and the car was washed and very kindly delivered back to me as I could not get to pick it up. Now that's what I call attentive service. Well done.
18 April 2023
Unprompted review
Worse customer service support and car
I purchased a HYUNDAY IONIQ Electric 2020 in February 2023. Registration n KR20UVD. Unfortunately on the 29th of March the car broke down, completely dead, and no chance of turning on. Furthermore on the 29th I was flying and I had to be at the airport at 6am. Can you imagine the distress at 5am with two little toddlers caused by the car. I contacted the retailer team in Dunstable, especially Nash, to let them know about it. Nash emailed me to contact the service once I was back to London.
Since Tuesday the 11th of April I have been contacting the service and several times the Dunstable retailer. I have been put on hold and been told that someone would call me back. No one did it. I received the worst customer service ever. When I call they are always busy or unavailable.
I believe I have the right to return this car and have a full refund.
I really hope you can help to sort this situation out as I am paying for a car that is out of service.
11 April 2023
Unprompted review
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