Vertu Motors - Volkswagen Harrogate Reviews 

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.

We actually bought our car from Hayselden VW in Barnsley. It’s a 2018 Polo and came with the 2 year VW warranty. Within 6 months the front seats started squeaking. This gradually got worse and we held off as it was due its service and mot. We decided to book at Vertu Knaresborough as we live 4 miles away and asked them to also repair the front seats because they had become unbearable. Vertu refused saying it wasn’t covered by the warranty but would happily do the repair and bill us after. Luckily we said no and after a lot of conversation they agreed to investigate the issue and would give us a quote for the work.
We got the car back after the service and they said fault diagnosed with both front seats. Seats needing to be stripped and lubricated. £300 per seat!! £600 total.
Obviously I stressed that we have a warranty and was informed again it wasn’t covered. I literally poured over the warranty and couldn’t find the fault in the list of exemptions.
I decided to contact Hayselden Barnsley and told them the situation. They said they thought Vertu were being unreasonable and that they would happily carry out the repair. This meant a morning off work and an 80 mile round trip but rather that than £600.
Took it there and they were brilliant. Right down to the fact the repair and test drive was done in 30 minutes. Not joking.
I then spoke to the mechanic and told him what Vertu had diagnosed. He said you’re joking. I lubricated and tightened 8 bolts that are right there. They’ve not even bothered to look.
Long and short is.
Hayselden 5 stars. Fantastic service.
Vertu minus 5.
They literally tried to rip us off and I wonder how often they do this and get away with it.
Avoid this company at all costs is my advice.
Edit.
Thought I’d reply thanking Darren for his reply.
Although if he’d bothered to read my review he’d realise that the original diagnosis and quote from Vertu is the reason for the bad review.
The seats didn’t need to be stripped and lubricated.
The mechanic slid each seat back, tightened 2 torque bolts on each, slid them forward and tightened the other 2. Hence why it was a 15 minute job.
Seems assuming instead of looking at things is still a problem.