Vertu Motors - Volkswagen Huddersfield Reviews 

I had a fantastic experience at the Volkswagen dealership yesterday when I stopped by to explore my options - particularly the Volkswagen ID.3, which I had my eyes set on.
From the moment I walked in, I was supported by Ethan Cooper, who was absolutely excellent throughout the entire visit. He was knowledgeable, approachable, and genuinely attentive to what I was looking for. What stood out most was his honesty and openness — he welcomed questions and suggestions without hesitation and made the whole process feel relaxed and transparent.
Unlike many dealership experiences, I never once felt pressured. Ethan created an environment where I could take my time, think things through, and make a decision that felt right for me which was very important . I genuinely came very close to going ahead with the purchase and paying deposit to secure the car.
In the end, I changed my mind after coming across a Lexus offer that provided a slightly better deal at the same price. That said, this had nothing to do with the service I received - which was outstanding from start to finish.
A big thank you to Ethan for such a positive and professional experience. He truly represents customer service at its best. I would absolutely recommend this dealership to anyone considering a Volkswagen.

Jasmine made the process so easy and straightforward and was respectful of our budget and wasn't pushy with any extras. Great customer service, thank you.

Jasmine was fantastic, she talked us through everything and when it came to picking the car up she took the time to set up the Apple car play for me. Very friendly staff and a lovely thank you from one of the managers

Wonderful experience buying my dream car! 🚙

Found the car I wanted within 10 minutes of being there! Very helpful, knowledgeable staff. Relaxed, friendly atmosphere. Enjoyed our coffee whilst going through the quick and simple purchase!

First new car in a few years. The Salesman (Ewan) was extremely professional and keep me informed through the pre delivery process and up to handover. Thankyou

My T-Cross is a work vehicle provided by a leasing firm. It’s my second one and have used this garage for 3+ years. Reasonable service up until last visit for a first service.

Previously I’ve booked the vehicle in directly with the service department and they usually created a file in my name but billed the leasing company. It worked okay.

This time, despite calling the same number I went through to some call centre type booking line (Northeast accent).

Instead of the usual, this time it was booked in under the name of the firm, but with my contact number. Over the next few hours I got 3 texts for other people booking their cars in at other Vertu sites (Harrogate, Lincoln etc). We have about 1500 cars nationwide so these would’ve just been other people booking their work cars in. Presumably those people got no confirmation texts, since I got them.

I expected more the following day, but miraculously they stopped so I was relieved not to have to sort that out.

When I booked the car in, I asked if it would be possible for someone familiar with the car’s infotainment system to spare me a few minutes to help with something that’s been irritating me since the car was new. I’ve scoured the manual but there’s nothing about it.

The issue is that when I turn the ignition on, sometimes it remembers the settings from when the ignition was last turned off (radio muted/volume level etc) and other times the system restarts and goes to some default setting. There seems no pattern as to which will happen at each switch on. The previous T-Cross always remembered the settings at last switch off and switched back on the same way. I just thought if someone who knew the system well could show me how, there was probably just some setting could be tweaked.

None of this was noted at booking, so I explained all over again to the receptionist who made some notes. They obviously weren’t the clearest because I had to explain a third time to the service admin chap who was obviously busy himself and just passed it on to the engineer. I knew for a fact it would go nowhere. I just got the feeling and could tell. He hadn’t really taken the matter in.

I resigned myself to just living with it.

The service admin chap said he’d ring me in the afternoon when the car was ready and just as I was about to leave confirmed the number as ending in -XYZ. No, I said. That’s not my number. I gave him my number and he wrote it down manually. I checked it was definitely correct.

As the day wore on (I still don’t know why they need it for 7-8 hours) I realised that must have been why I stopped getting texts for other peoples’ booking after the first day. Clearly someone else’s number then got put on the shared file. It could’ve been changed any number of times in the week between booking and taking it in. What a mess!

It got later and later and having previously heard from them by 2-3pm or thereabouts on past visits, I was surprised when it got to about 4.30 and I’d heard nothing. I also was a bit annoyed because it was my day off and having been without the car all day, I had chores to do.

I rang then. “Oh, we tried to ring you an hour ago and left you a voicemail” - I knew where this was going, because I’d had no missed calls or voicemail. At least I thought I did. In fact I was wrong. Astonishingly, it turned out the service admin guy CORRECTLY updated my number on their system, but managed to dial a 2 instead of a 1 when trying to call me. Good grief!

And apparently some software update was needed (whether this pertains to the infotainment system issue I have no idea) but I will need to bring the car back a week later. I’d only mentioned it in the first place because the car was in for service and didn’t think it really warranted an extra day of my time over something so small! Why a software update couldn’t have been done in the full day they’d already had the car, I don’t know.

So I went to collect the car and make an appointment to take it back the following week. I happened to clock a note on the paperwork while I was there. It said LEASE CAR - NO WASH.

Well thanks a bunch Vertu. You’ve always given it a quick once over before returning it before. I guess whatever changes have been made since I brought the last car in, lease customers are now officially inferior customers.

And to put the tin lid on it all, I got a text this morning. It read “Good Morning, You are booked in for a service today however the service isn't due as it was serviced 3000 miles ago. Many thanks, Holly VW” Doesn’t say what vehicle it refers to, but it’s definitely not mine!

The Information Age is supposed to have improved communication. Not so with Vertu Motors. Staff seem incapable of basic communications. If it can’t be selected from a drop-down menu on a screen, it’s too much trouble. And even then the technology lets it all down. :-(

I just want to thank the team at VW Vertu Huddersfield. It’s the second time we have bought a car from here and both times we have used Jan King. From the off Jan has kept me up to date with new deals, helped me with up coming days where sales we’re going to be good and always advised truthfully and with a no nonsense approach which is what I like. I respect that she was always upfront and helpful when needed.

Apart from a very small glitch with signing documents via email and doing everything over the phone which I believe maybe a paper saving way of doing things, an having to sign numerous time which worried me, and I know is not a sales issue.

Before everything was done in house, and signed on paper and because of this slight glitch it’s my reasoning for 4 stars.

Overall I would always go back to VW as long as Jans still selling. Thanks to everyone .

Many thanks to all.

From entering the showroom to collecting my new car I can only say how excellent the service was from every member of staff I came into contact with. Thank you

You will see good reviews for sales, but look carefully at the service support. Have used a few times in the past and always a bit useless and requires chasing / getting things wrong, but not enough to bother to review. This time, booked in weeks before, but upon arrival told me they couldnt work on the car as there is a mix up, and they didnt want to upset customers in 4 days time so wanted to cancel my appointment rather than cancel others next week. Second attempt to try and get a recall fixed, they are a chaotic bunch with zero common sense.

Re the reply.... No one rang ! Classic. Honestly don't bother .

Well the last experience was good. Probably the 5th year in a row I’ve used them. Previous experience has been mixed but much better now. They forgot to quote me a price so they gave me a discount. So not a bad price and all the work was good. The previous bad experience was laughable. Golf R went in for a service (service pack and warranty) with some pulsing issues with front brakes. Girl calls me to tell me they need to strip brakes and that will cost £250 - I said whoah and what about the remedial work costs. She assures me there won’t be any additional costs. Weird. So I pick up car and they charge me the £250. The following day the dealer calls me to say they replaced my brakes and should have charged me £900. I say Wtaf. So they suggest I take my car back and they will remove the new brakes and put my dangerous old brakes back on. Ok I’ll see you tomorrow and I’ll then sue you. Manager says ok that’s silly so we’ll charge you cost, £600. He wouldn’t shift. Still a rip off for just front discs (plus the £250 = £850). And inconvenient. I should have just refused. I will forever consider the dealer useless.

Really good customer service, I had the pleasure of having Joanna helping me find a car that met my needs and was still in budget & she really tried her best to get me that! I’m very happy with the car we picked & would definitely be going back in the future.

I have been very impressed with the whole experience of buying my new car at Vertu Huddersfield. The staff were friendly and attentive and very happy to answer all my questions related to the purchase of the vehicle. Thank you.

From the enquiry of my vehicle to the day of the handoff, Joanna's service was exceptional. She was informative along the purchasing process which made me feel at ease and confident in purchasing the car. Any issues that I had brought up, Joanna had answered them promptly. Would definitely recommend purchasing through Vertu Motors.

Jasmine was very helpful, down to earth and friendly. Made the whole process straightforward and fuss free.

Absolutely appalling customer service, rude, self centred and ignorant service centre workers.

Service department worker Isa Cheema who's been dealing with our issue since day 1 has done nothing but try to brush our concerns under the carpet trying to treat the malfunctions of the car as 2 seperate issues when its 1 BIG problem and then had the cheek to say its an easy fix laughing and smirking about the issue in our most recent visit after the malfunctions almost killed me twice on 2 seperate occasions, he wouldn't be this unprofessional if it was 1 of his family members in the same situation.

My finance vehicle (Volkswagen Tiguan) has killed me almost twice in the space of 6 months by hitting the emergency braking system automatically on the motorway whilst having HGV's behind me bumper to bumper, the car has been in for warranty repairs twice with the SAME EXISTING ISSUE AS THE 1ST INITIAL PROBLEM and still has the same issue despite this i now suffer depression and anxiety to get back into the vehicle yet Novuna and Volkswagen are doing nothing to help get out of this death trap of a vehicle and want me to get back into it again, NOT A CHANCE !! You are playing with customers lives and have absolutely no shame.

Under UK law Consumer Rights Act 2015 if a car under warranty has repeated malfunctions you're generally entitled to one chance at repair (which you've had when you had the vehicle on site for over 4 months) OR REPLACEMENT.

I want my money back or the vehicle replaced with a new like for like vehicle with it being under Warranty until then I will continue to pursue legal action against both Volkswagen and Novuna Finance.

Excellent service and very good deal and trade in on my old car. Sales rep Ewan could not have done a better job, friendly, efficient, knowledgeable and patient. No pressure or time limit. The dealership should be proud of him. Would have given 5stars, but they some how managed to loose one of the sets of keys. They have now found them, but means a 30 mile trip to collect them. Overall a fantastic dealership with great staff.

The absolute worst ever! Am raising an official complaintto VW but to cut a long story short- they sold a car we had paid a £1000 despot on! No one even told us and we are now attempting to get our money back and despite weeks of effort on our part- we don’t have a car having turned down another in favour of this one. I have no idea how this can be allowed to happen and the lack of care and attempt to resolve it astounds me. I guess we are just another number to them. No one calls you back or messages don’t get past on- exceptionally horrendous dealership! Avoid at all costs!

Having now investigated my case- do you have an update? Any suggestion or attempt to resolve the situation?????

We have just purchased a brand new Troc from Vertu Huddersfield.
We have given a 5 star review based on our dealings with Callum, the sales executive. From beginning to end he was excellent. He was never pushy and throughout the process was professional, enthusiastic with excellent communication skills. He is without doubt an asset to Vertu VW.

Even though on the day I was only intending looking at what choices of car were on offer and not intending to purchase on the day I found the sales team did not pressure me in any way. I was treated with respect by the team at Huddersfield which I think is a quality lacking in life today!!