Vertu Motors - Volkswagen Lincoln Reviews 

Terrible Customer Service and Poor Communication

I had a very disappointing experience at this mobility garage. From the start, the customer service was terrible. The first person dealing with me was unhelpful and dismissive — they were later fired, which sadly says a lot. I raised my concerns with the assistant manager during the process, only to find he was just as rude and uninterested.

There was no clear communication or support throughout. I constantly felt like an inconvenience rather than a valued customer. Eventually, I was handed over to a different salesman who was more polite and understanding, but by then the damage had been done.

This was for a brand new car through the Motability scheme, which makes the lack of care even more frustrating.

Even at the point of collecting the car, the problems continued. I wasn’t told beforehand that the car would be handed over with zero petrol. The only reassurance I was given was that there was a Tesco petrol station nearby — hardly the level of service you’d expect when picking up a mobility vehicle.

Overall, this experience has left me with a very poor impression of both the dealership and Volkswagen’s customer ethos. I would not recommend this garage to anyone looking for professional, respectful service — especially not those relying on the Motability scheme.

Sam was brilliant

Absolutely fantastic. Bought a new VW, which was not entirely plain sailing. Always wish to judge businesses on how they deal with issues. Could have asked for nothing more. Great communication. Very well done.

I had my VW T-Roc booked in at Vertu Lincoln, I have to say I had great service from Elle in Service Reception, and the workshop team.
The Communication throughout the job was first class, I had a waiting appointment and I am pleased to say the work was completed ahead of time.
I had a follow up call a couple of days later to confirm everything was okay.

Just a warning about their warranty which has proved to be of no value. I made a purchase decision based on the security of having a warranty endorsed by a brand like Vertu. 6 months later the EGR pipe failed and they pointed out the exclusion list which basically included amongst other things, anything with 'pipe' in the title.
I really thought a Vertu warranty would be worth having but the cost of this work added to the higher price I paid for the car compared to others I was looking at at the time, has made me regret my decision.

21st March. Just to add, no one has contacted me despite the comment below from Vertu

Really helped me out with a bad experience with a different vw dealership chain. Went out of their way to help and I was then able to get my money back on a car that was not up to the standard it should have been. Vertu Lincoln then found me an alternative car, lent me a car while waiting for it to arrive and ultimately provided a vehicle in great condition that I have full confidence in and can enjoy driving! Great customer experience thanks to the manager, service and sales departments, would highly recommend!

Roman was very knowledgeable and helpful today with my test drive of an ID7. We won’t hesitate to return should the final decision be with an ID7, which was a great drive. Thanks, Roman.

Had 2 services now by VW Lincoln - both completed as expected at a price comparable with an independent
Yes they’ve tried to sell me additional services but never felt pressured to take them up on what they offer.

I’m extremely disappointed in the so called approved used VW that was purchased.

I’ve had the vehicle less than a year and so far I’ve had numerous problems which have an occurred most of which are down to poor pre sale preparation.

I purchased the car from vertu in Lincoln and on the day of collection itself I had an issue upon driving away with the cruise control and had to return immediately to the dealership it was resolved at the time but to this day I still have the same warning light and it keeps returning.

The wheel speed sensor then failed within a few days of ownership and I had to leave the vehicle where it was and it was repaired at the roadside under the roadside call out.

Since then I’ve had further problems with large amounts of water leaking into the rear doors and footwells this was resolved but the car had to be collected and returned to Lincoln which was not only inconvenient as I was again without a car but also added a significant number of miles onto the car as it had to be driven back there for this further repair.

Now most recently after having it serviced it had a failure again almost immediately after collecting it from being serviced at Brighton caffyns the cruise control failed yet again (you will recall its the same fault I had the day it was picked up) and then I had more warnings come up.
Again it was collect and according to the dealer the lights went out on the way back and it was returned to me apparently “fixed”. I’ve since the been on holiday in the vehicle through wales and had had intermittent electrical problems with the cruise control and radio not functioning.

This came to a head shortly after returning home when I had to again call the roadside assistance out as the car struggled to start and had multiple warnings on the dashboard. The roadside assistance diagnosis was a battery failure which makes complete sense given the nature of the problems I’ve had since owning the vehicle.

I called caffyns and questioned as to why this battery wasn’t highlighted given the issues and the physical appearance, the battery is bulging and has a raised positive post and the date stamp is the original battery! 2016
I was just informed it that it had passed their test. I found this explanation poor at best given its condition and date of manufacture it even states on multiple occasions on VW websites that batteries should be considered for replacement at five years, and yet it was sold to me with a eight yrs + old battery as an approved used vehicle?

I’ve now had to purchase a new battery and fit it at further cost and inconvenience to myself which is simply not good enough given it should never have been sold with the original battery fitted and then not even highlighted by the dealer during an inspection. It was offered I could have returned it the caffyns by recovery to fit a battery at my cost but I was told it would also invoke a diagnostic fee, Which given that they didn’t feel there was anything wrong with it under their care during the service I had no faith in it being remedied correctly and also felt it was insulting to be charged further for diagnosing some that should have been already highlighted and had been diagnosed now by VW roadside assistance.

To now add further frustration I’ve now found my divers seat has previously been repaired prior to my ownership and that repaired has been poor and is now failing as well, all of this now and I’ve met even had the vehicle for a year.

In summary I feel extremely let down and have little faith with the VW approved used car experience, it has clearly not been properly inspected or repaired prior to my purchase by vertu and brings the approved used vehicle experience into disrepute.

I have again already called vertu to tell them about the battery and I have had no contact from them directly I was told the manger is away and nothing could be down until his return which was supposed to be last week.

Having emailed and spoken to customers services at VW almost a month ago the only response vertu are giving today is that they are will to contribute to the price of the new battery.
Apparently the other issues and faults are unfortunate / not seen during preparation.

Well I’m sure this will be seen and I won’t be accepting the pitiful offer of contribution for something that shouldn’t have ever happened.

My var was recovered to Vertu VW Lincoln, post a failed high pressure fuel pump. After the fuel was tested for contamination, I was told all was correct, no contamination (health video) but the workshop then sent a report to the warranty company stating the fuel WAS contaminated with petrol! The warranty company then refused to cover the cost of the repair (5K) Some three weeks later after an indepantant fuel test was concluded, the result came back that the diesel WASN’T in fact contaminated and was 100% diesel! Then the parts required are on back order, more time waiting…All I wanted was for Vertu management to take responsibility, even lengthy discussions with the dealership manager didn’t convince him they had failed to address my concerns!..clown.

Please don’t ask me to contact you Mr Strange, I gave you a chance to rectify my disappointment but you failed! May I suggest you complete a customer care training programme…..My thanks also go out to Vertu’s CEO, Mr Robert Forrester whom also failed to take my complaint on board!

Do not buy the extended warranty - not fit for purpose. Twice we have tried to get our car repaired under warranty, and twice we have been told that they cannot fit it in for over a week and have no courtesy cars available. When we had other repairs (conveniently NOT covered by warranty) done at a local garage, they came in at several hundred pounds less than Vertu had quoted. Also, the fact that we have needed several repairs gives a clue as to the quality of their used cars. Would not use again.

Have used for a number of years. Booked my Touareg in for it's annual MOT and service. That was all fine, however, the attempts to "upsell" additional services/repairs that are not really necessary really irritated me. E.g. aircon is working fine, but apparently it needed a re-gass. Also rear brake pads are 85% worn (thanks for letting me know, I'll keep an eye on it), "it needs new pads and discs, "will it pass the MOT?", "yes", "ok I'll do it myself when the wear light comes on", "do you have the special calibration tool you'll need to fit them?, "(thinks) what the?". A short while later the "chief engineer" phones to ask the same question. I'd love to know what this tool is called and what it looks like! By all means give me an advisory, so I can make up my own mind, but leave out the hard sell! The approach taken is dangerous IMHO, as it conditions me to ignore the garages advice, but one day, it could be advice that I should take note of! Also, especially with the paperless MOTs, I'm caused to question how effective the inspection and service is, when the focus seems to be on upselling.

Top tip, always ask, "will it pass the MOT?", then keep an eye on advisory items over the following year.

Purchased a used car from them there was a small paint work issue .which was eventually sorted.
By Mark the sales manager