Vertu Motors - Ford Worcester Avis 9

Bought a car from them 12 months ago because my car was diesel and I wasn’t doing enough miles and since I’ve had the car it’s needed within the first 3 months a full service (was supposedly done) interior was covered in dried on milk shake, drivers side illumination was hanging out of the door card, £155 for a new battery as it would not hold the charge, and now to put the icing on the cake the clutch is now falling so if I had my money again I would avoid. They are only intrinsically new sales.

I experienced a warm welcome.
Amber the sales person couldn’t do enough to answer questions and with extras added only took 4 days to delivery.
Vertu lost a star due to difficulty in parking .

Peter was very helpful. Thank you.

The art of poor service
We bought a car with tyre monitor fault a fault, promised would be resolved on collection, sadly not.
We paid £30 for petrol to collect the car with the same fuel in as test drive!
Infotainment system issue, tbf they collected the car to fix and returned a few days later shock horror tyre fault and infotainment still broke. Attempting to speak to someone who takes responsibility is a nightmare. Oh and taxed the car for us on 31st when collecting on 4th so we lost a month's tax
Offered a replacement car but all the cars we chose for some reason was a "no" we can't get from that virtu

About to hand car back a disappointment from the start with no one taking ownership of the issue
Promised call backs and then people go home without calling genuinely feel sick having to deal with them

Other issues are
Dirty car on hand over
Returned on day of handover as trim hanging off
Countless calls not returned
Service stating £20 a day for a courtesy car while they diagnose and fix a faulty car 😱
Great you offer our money back, it's not done in a nice way it feels very much "go away then"

I realise these days the pressures of business have no room to prioritise Customer Service, but surely Vertu Motors falls short by even today's low standards.
I booked my Electric Vehicle in for the initial annual check - a check of the vehicle costing only £108, so probably not much to it.
I was specifically requested to attend at 0900hrs. I checked the vehicle in and asked for an approximate completion time - I needed to know whether to hang around or go home and come back. They were unable to tell me. So my wife and I went shopping and for a coffee...we phoned 2 hours later and asked the same question; still no luck. In essence I had been asked to bring a vehicle in at 0900hrs and been told to leave in for 8 hours with no idea of hen it would be ready. Not really good enough, so I asked for the vehicle back without the service taking place. Absolutely no one asked my why I was collecting the vehicle prior to the service. I've booked it in with Stellantis in Redditch instead. Vertu - really quite pathetic.

I messaged Vertu Worcester having spotted a particular vehicle which had my interest. Having received a very well put together video, I arranged an appointment to view and test drive. I was met with a welcoming team member who had no hesitation in approaching me to see if they could assist in my enquiry about this vehicle, this was totally opposite to all my previous experiences over the many years that I had received with "car salesmen/women" . A knowledgeable representative knew about the vehicle and was able to answer our questions, and if we asked anything he advised if he was unsure and promptly found out the information from the service dept. or other sources. Nothing was too much trouble for this team. Great after service too! Would definitely recommend.

Customer service at its worst today. Our car went into Worcester as the rear camera keeps falling out. It was previously repaired / fixed under warranty last October by Bristol Street in Worcester.

Same issue has occurred again, we have been told we now need to pay for a replacement as its out of manufacturers warranty. We pointed out we paid for an extended warranty which apparently doesn't cover the rear view camera as its trim??

We then pointed out that Bristol Street Worcester repaired this 10 months ago and surely they put a warranty on the work they do. We have been told any work that they do under manufacturers warranty is only valid until the manufacturers warranty runs out. So, you can take something in just 24 hours before the manufacturers warranty runs out and the work Bristol Street carry out is valid for 24 hours. After that its out of warranty and they wont help you.

What sort of policy is that and what does it tell you about their workmanship. So, we now apparently have to pay for the replacement camera as Bristol Street could not give a toss about helping anyone out, they just hide behinds T&C's and warranties.

Buyer beware then! Bear in mind they seem to have flexi workmanship warranties for any work that's done on your vehicles. Once this is fixed, we wont be setting foot in that garage again for any more cars. As a family that's had the last 6 vehicles from them, there won't be any more.

Charlotte and Tom - just fantastic. Charlotte was so friendly and contacted me all the time to let me know what was happening and the progress of the purchase. Charlotte went through the functionality of the car really well too. Ask for Charlotte when buying a car here. Vertu, you have two exceptional staff here.

Bought my car mid April 2024 from Bristol Street motors in Worcester I was cleaning my car on Sunday 10 august and noticed the paintwork is fading today I have tried to speak to someone about this but all I get is denial passing me back and forth on the phone which I became quite annoyed about and ended the conversation all I want is for someone to tell me how it can be fixed or is that too much to ask

I rang the number given to me by Ian McDonald read out his response to Clare still no joy I need to speak to someone why are they pretending to care? I will have to find someone who can give me answer.