Vertu Motors - Volkswagen Leeds Reviews 

Excellent customer service, always friendly and thorough, would highly recommend

As usual, poor customer service. Firstly they failed to send me the health check video. Then they refused to even look into weather a new part (not wear and tear) could be replaced under warranty. It was just a straight NO how dare you even ask kind of ATTITUDE.
They couldn’t even tell me which service was due on my car and they are the dealer! If my car didn’t come with a service pack I would never go to these people. I think I’ll try a different dealership for the remaining service on the service pack.
These people have no knowledge and no customer service skills

UPDATE: I emailed Gary to give them an opportunity to make me a satisfied customer again but he has just repeated what I was told before. Therefore this review is accurate of my experience

I purchased my car on PCP back in March 2022 and on August 7th of this year the car just stopped working whilst driving. After numerous recovery costs and having the car looked at by an independent garage it looked like engine failure and I was advised to take it to VW Vertu Leeds to be fixed under warranty - another recovery cost. VW Leeds came back to me to advise that I had ‘missed’ a service (despite it being serviced in early June by VW themselves and given a clear bill of health) as they said in the service plan it should be serviced at 16k miles and because it was over that mileage at the first service my warranty was now void and any repairs would now need to be paid by me. I am now 10 weeks without my car, still paying a monthly PCP, I’ve had no communication from VW Vertu, I’ve been calling VW customer care weekly for an update on the complaint I’ve submitted and heard nothing back in almost 3 weeks. The last I heard they would take a look at the car and if it was found to be a mechanical fault they would cover costs but if they could prove it was a maintenance fault then the cost would be mine. I fail to understand how a failed engine on a car that’s just over a year old is down to a maintenance fault, or why if this is the case that it wouldn’t have been picked up on in the service they did in June (2 months before the car broke down)
I never received any notification of a service being due until March 2023 and had I been notified that it needed to go in before then i certainly would have done so. Do not purchase from this company - the service manager at VW vertu leeds is less than helpful, completely unprofessional and very condescending. The whole experience has had severe impact on my mental health and made my day to day life virtually impossible; i have a full time job to commute to, 2 children under 3 to get to and from childcare and feel i am being held responsible for the issues ive faced despite this whole experience being no fault of my own!

I have bought a new car from Vertu and can honestly say that everyone was so professional and kind, nothing was too much trouble.
Special thanks to Neil who has been wonderful from the day I met him, knowledgeable, has kept me up to date very promptly, went through a terrific professional handover on the day I collected my new car, pre-empting questions I was going to ask and set up all the digital and smart details without any fuss. On the day before completing the handover, I had some IT issues and Neil and his team were brilliant and made it efficient and easy, thank you also Paul for your kind assistance with this.
I shall look forward to a continued excellent customer service and you should all be proud, you make a great team and are the best at what you do.

1 star rating based on aftercare & car issue diagnosing (from a genuine customer). Purchased a car and within a month a damper fault appeared on the vehicle, still under warranty I was advised (just bring it & we'll take a look for you, however the only time available is a month from now). Month later, I get a call the day before, we can only investigate the issue if you agree to pay £150 investigation fee in case the warranty company won't pay out. STAY AWAY - smoke & mirrors at every opportunity to get more money out of you. NOT worth paying for extra's like extended warranty as it seems you need to pay fee's to exercise them perks you have already paid for! would not recommend.

UPDATE: car's been kept overnight to be fixed the next day which is fine. Had a complimentary health check that informs me that I need the air con RE-GASSING!! after 2 months of ownership...CAN'T MAKE THIS UP - I'm done with LEEDS VERTU. Avoid at all costs - as IT WILL COST YOU

Update on my recent review of Volkswagen Leeds.
I booked my vehicle into a garage on the 25th July for MOT at 08:00 car returned on same day at 11:00 with MOT passed.
Reason rear fog lights not working —- tow bar socket interfering with fog light wiring, issue dealt with and resolved by garage on the day.
Volkswagen Leeds posh building 10/10, lots of “suited and booted” staff swanning around the foyer 10/10 mechanic 0/10

DO NOT EVER BUY FROM THIS DEALERSHIP!!

I made the mistake of buying a new Tiguan from Vertu Volkswagen Leeds.

The first issue I had, the salesman asked me if I was sure I could afford this car due to what I can only assume was how I was dressed.

The second issue, having taken receipt of the car, there are numerous issues with the car. Despite a couple of the issues been down to my safety and a high risk the engine will blow up (the automatic car sticks in 2nd/3rd gear regularly, when driving at 70mph….so revs are in the red. I have to drop right down to 30/40mph on the motorway, for it to reset itself and go back up the gears….or use the manual override) they are unwilling to put the issue right for another 6 weeks, which takes it to almost 10 weeks of waiting for issues to be resolved….that’s assuming they can rectify it in 6 weeks time.

The third issue is they owe me a fairly large amount of money that still remains unpaid.

The fourth issue, is the general customer service and attitude of the staff I have had the misfortune of dealing with. With the exception of Neil Benson, the attitude I have faced is absolutely disgusting.

Stay well clear of this dealership and DO NOT buy a car from them.

**EDIT**

Gary has replied below with out and out lies! I have not cancelled on 2 occasions, I haven’t even been given the option to book in for 3rd or 10th July as he states in his reply.

And it is nothing to do with Ford credit owing me money, Vertu Volkswagen owe me monies.

I will also be taking this further disclosing confidential Information on a public platform.

It comes to something when the head of business can’t even reply in a professional manner, and stick to the facts instead of trying to cover up the shambles Vertu Volkswagen Leeds is.

**Updated**
Gary’s reply has now been deleted due to the unprofessional response and breach of confidentiality. Stuart has now replied with a standard response to try save face.
Absolutely shocking car dealership, don’t trust them as far as you can throw them.

We purchased a brand new MK8 golf from them 2 years ago. Wish we had known how bad their customer serice is? If we had we'd have bought elsewhere!!
We have had a few issues with the car including an intermittant fault with a heated seat.
Their stock answer to EVRYTHING is 'it'll need a softwear update'! We've had three of these and the car's developed more faults!
We booked it in again! Then found out they'd forgotten to order the required parts!
Further issues.
Every time we phone, they ask if they've seen the car before!
We have a private plate on it, which confuses them every time! Despite telling us 5 times they've updated the system!
We had a breakdown which they refused to attend, telling us to make our own arrangments.
We complained to VW HQ. They got us in at VW York. They rectified the faults, identified a part required, given it a full service and valleted it, all in a day!
I have had several BMWs where the customer service including breakdown recovery and a large warrenty claim, totally satisfied every time.
This VW experience has put us off. We also have an Audi and Transporter, for which we will think twice about buying VAG next time, or at least from Leeds!

I came down looking for a new car and had my consultation with Georgina. She was nice and made us feel welcome etc. I was very conscious about putting a hard search on my credit file as I had CCJs that were from years ago and knew it would affect my ability to get a lower APR deal. She assured me that she would do soft searches first. Which she did and said it was “fine” and even qualified for the lower APR deal. I felt like I trusted her with the process and looked forward to picking up my car in a few weeks. I had to chase for an update days later to say it’s been declined and a letter would be in the post as to why. Nothing received and felt like because the finance didn’t go through, they didn’t care and palmed me off. I have since gone to on to get a finance deal on a golf elsewhere. The other dealership gave me advice on how to go about it and listened to me. There was a difference in service. Your dealership offered me £1200 for my car when I actually sold it at another garage for £2100. Nice enough staff until there is no sale as to why this has a lower rating. Dean Hyden

My car went in for a routine service for the Haldex. I had no warning lights to indicate a fault but the car did not drive correctly when it was returned. The car was not driving the rear wheels. I initially had a few issues getting through to the dealership and the correct department. I initially left a less positive review about my service but Vertu have now resolved the issue which turned out to be the Haldex pump at no cost to me. Its not clear how and why the pump failed and the car is out of warranty but it has been replaced in good faith by the dealer and VW, the car is being delivered back to my home. Fair dos Vertu, you sorted the issue for free which is one less problem to think about in a world full of problems. 4 stars!

Wish I had taken notice of these comments on here, What a shamble this leeds branch is I will definitely make sure people who I know never walk in that place for a car

I would not recommend this place to anyone once they have your money they not interested

Went to vertu with intent to buy a car. Had it valued by Jake who said it was 6000 was a 17plate focus only 36000 on clock.went 2 over different garages was offered between 7500 and 8000 all I can say is conman the manager was arrogant and loud.jake wasnt bothered about selling cars.tried to ring didn't repond

Avoid like the plague. Gary T is useless

Worse service than Matt Hancock

Vertu VW Leeds.. Personally I would like to thank Gary T for his excellent customer service and been there when we had an issue….
The rest of the sales team are excellent too, Tash, Beth and Jonathan.
Everyone must remember that it’s not the issues that are the measure of a business, it’s how they fix them… We’ll done Vertu Leeds…

Lovely bunch of people!
Everyone single person I have had the pleasure of dealing with has been superb and for that, I cannot recommend their services enough.
Wanted to personally thank Nicole, Claire, and Kirstie who have been extraordinarily helpful.
Thank you guys again and looking forward to working with you in the near future

Appalling srevice. Took my car in for a service and MOT. They said it would take about 3hrs. Got a call 10mins later saying they were unable to do it. Picked the car up. Got home and saw that the passenger wing mirror had been knocked off. They would not accept liability and when I asked to see their cctv footage they refused. Take photos of your car before and after if using this garage. No stars.

We are now onto are third car with Vertu Leeds, on this occasion Jake excelled and made the process very easy and laid back. Had a few technical issues signing over but I was always informed with what was happening and never in the dark, Jake and the team still managed to get a new car sorted within 4 days for us! Cheers Jake!

It’s 18 months since I bought a car from vertu motors at Elland road Leeds. When I bought it I was told it had a full service history. Having had it serviced this June I found out it had no service history. Three months later I am still trying to contact the used car sales manager. I have sent e mails made countless phone calls and been promised the manager will call me back( he never has!) I’ve even rung had office. So be warned if you’re thinking of buying a car from them. They lie to you and want nothing to do with you after they have taken your money.