Hartwell plc Reviews 

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

I’ve bought the van in Dunstable Hartwell , 71 plate, with 55000 miles 5 months ago, I still had a manufacturer warranty, and I’ve extend the warranty for another 2 years, in 4 months the clutch gone. Now I would expect that this would be under the warranty, BUT NOT, they made me wait 3 weeks to investigate the problem, and 1 week to fix it, AND THE wort think, is that this problem apparently not warranted.
So I had to hire the van for 4 weeks, pay for it, and I had to pay for investigation, and I had to pay for clutch to be fixed.
So van under the warranty cost me: £1400 for hired van( because I needed for my work) and I had to pay them for fixing it £1760.
Also I’ve only made in 4 months around 3000miles.
Now I’ll be cancelling my extended warranty (not worth to have), and realistically I would want to have my money back for repairs and hire van.
Very disappointed, it’s a huge company, would never expect that. They look after you when you buying (so they can sell) after that they don’t care, don’t even want to talk to you.
I would not give even a 1 star.
Planning to get solicitor, any advice, or maybe someone had similar situation.

excellent service from the team at Hartwells

Ford Hartwell in Watford are terrible for ordering parts.
Whenever I ring their main number and select Parts, no one answers, and then I leave my number with reception but no one rings back. Have tried three times this week, I have now given up. My next car will not be a Ford.

If I could have given this company a 0 star rating I would!! Avoid Hartwell kidlington at all costs! Unfortunately I've learnt the hard way.
I bought a 2019 plate smax back in march 2023, after 9 months of having it I had major problems- took it to my local Ford dealer who said it required a new engine 🤬 35k miles, 4 year old! I sent it back to hartwell to have this work carried out as luckily I took out the extended warranty with them- thank god I did!! They basically fobbed me off with a set off new spark plugs and told me it was fine- after 6 weeks of no car, no courtesy car I had to take their word and take the car back- even though my Ford garage said it was a ticking time bomb and would happen again! Low and behold 4 months later on the motorway to the airport the same issues returned- took it back to my local Ford who said it needs a new engine!! Luckily they used hartwells warranty and replaced the engine for me. In total my car was off the road for 4 months. The warranty company have forked out just short of 11k in total on that car! Hartwell couldn't give a stuff- thankfully the engine went bang in my Ford garage and not while I was driving it with my children in the car! If they had replaced the engine in the first place it would never have got to where it did! Instead fobbed me off with a set of sparkplugs till the engine went bang! Absolutely disgraceful garage!
Please avoid at all costs!!

Booked my car in for MOT at Watford back in July on a Friday. Dropped off at my allotted time and was told it should be ready mid afternoon. Numerous calls later they finally got back to me at half four to tell me that it had failed and required 4 tyres and an emissions test. No tyres in stock so would be in by a Monday at 10am meaning I would get car back mid afternoon. Gave okay for work to be done. Asked about a courtesy car but was told they don’t do them.
Monday morning came and went, left numerous messages and still got no call back. Tried again Tuesday morning and was finally told at 11am that car had passed its MOT the previous day. Why I wasn’t notified nobody could explain. Few days later got an email asking me to compete a survey about my experience. Explained everything to them and was told someone would be in touch about my complaint. Got a phone call a few days later asking if my complaint had been dealt with to my satisfaction to which I said I’d had no contact from anyone at Hartwell. Then got an email saying my complaint had been sent to senior management. That was 15th August. Despite numerous written requests asking for an update on my complaint I’ve still not heard a single word since 15th August.
They are a joke of a company and I would suggest that anyone considering using them to avoid them at all costs