Address: Redbourn Rd, Hemel Hempstead, HP2 7AZ, United Kingdom
Phone: +441442220200
Rating: 3.9
based on 137 reviews.
Customer Service
Pros:
"Rebecca made our Approved used car purchasing experience a delight."
"The customer service we received was absolutely brilliant, everything was explained to us in great detail, we never felt rushed into any decisions."
"Very friendly and helpful staff who know their stuff."
"Matthew Peterson, Showroom Manager who was very knowledgeable, friendly and ultimately helpful."
"Always receive a fantastic service at Hemel Ford. I take my car their for service and MOT and they are always so professional."
"Excellent customer service. We've just bought a car from Jenny. She was lovely to deal with."
"Great customer service, professional and friendly with explanations as to what was being done to my car."
Cons:
"Left a deposit for a car to be shipped from another branch to buy. Was told 'it will be upto 5 days but normally quicker'. 5 days later told 'the email sent was not picked up as the person had left so just ordering now'...."
"Staff very friendly, but cannot comment on service as after three visits the fault had not been rectified."
"The satisfaction questionnaire about staff helpfulness is largely redundant as there is now sadly little interaction with staff."
"Can't comment on the service or parts department. However, showroom visit was fine after that can only really say after sales service is appalling."
"Bridget on reception I do understand that no one wants to work there. And she is left to lie to customers on a daily basis."
"DO NOT GO THERE POOR SERVICE (or none in my case) 👎"
"The inner workings of the sales and service team is appalling."
Quality of Work
Pros:
"I dropped my commercial vehicle in for a diagnostic and then followed it up with some systems updates. This was done within a few hours and everything is now working well."
"Car needed a software update, did take slightly longer then hoped, but all in all was a smooth and easy experience."
"3 days since we collected the car...I'm confident that Hartwell Hemel Hempstead will do all they can to rectify as they have throughout my dealings with them."
"Absolutely fantastic service ! Definitely 5. Star 😀😀 I have a 24 year old ford transit 2.5 diesel camper van...the camper is running beautifully, the wiper is on, the radio is working..one very very happy customer."
"The service team are outstanding, I needed the car serviced, mot, warranty work, I needed to to France same evening in the car. All work carried out, they are the perfect service team."
"They looked at it under warranty, found the problem, ordered the part and fixed it all within a few hours and sent me on my way a very happy customer."
"Had a problem with my B-Max rear sliding door which was investigated and repaired very quickly."
Cons:
"Quoted for front and back wiper blades that needed replacement for the MOT, only front changed but charged for both."
"6 months later - both keys have died...They wont even look into it without a £120 diagnostic fee. No gesture of goodwill!"
"The engine failed and we had to pay over £1,800 for a new one."
"It also doesn't have some of the spec that was mentioned in the advert... very misleading."
"Awful & dangerous service from Hartwell Hemel, do not use them, 2022 service the technician ticked the wrong box so part of the work on my car never got done."
"The MOT has been declared a fail on DVLA website with an Electronic stability control warning lamp fault that has occurred in the garages possession."
"Brakes completely seized on M1, J4."
Value for Money
Pros:
"Great price, honest and understand customer service."
"Prices are competitive and aftersales care is excellent."
"Very competitive pricing and skilled service engineers."
"Bought a car from here back in June, slightly overpriced but came with a great service pack."
Cons:
"They said, we need the car in as we need to remove the radio to get the code, this takes roughly 15-20 minutes... the price for the serial numbers i already had offered them would be between £20-£45 !!!!! rip off or what."
"Car booked in for service and MOT under warranty. Report sent via email of £700 of work required."
"Complete rip off - quoted £250 worse case scenario but then charged £320!!"
"Needed two quick cars. Felt I overpaid but that is not unusual. The real issue is the aftercare."
"After buying two cars that ended up not being fit for purpose and charged me an extra £990 the use of a car that had to be taken back to the garage four times in the sort time we had and still not repaired."
Communication
Pros:
"Friendly, professional and helpful. First rate service from everyone involved."
"Nigel will guide you efficiently through the order process, keep you updated throughout and keep in contact afterwards to make sure you are happy with the car."
"He communicated everything with transparency, speed and empathy."
"The buying experience was great - Mike Johnson in sales was absolutely fantastic and went out of his way to get me a great deal and made sure I went away happy."
Cons:
"They scheduled an appointment before they even opened, then were irritated at me for bothering them while they opened up."
"I have also noticed a pattern of bad reviews being left a 'contactus' email address, we have already contacted this email address and are yet again to recieve a response."
"Do not buy from here as the after sales care is terrible."
"The only thing preventing me from leaving a 5 star review has been the response (or lack thereof) from the service department."
"I can only describe the customer service and care as poor and disappointing, and once you have paid and left, expect little to no communication."
"Really disappointed. I have been calling the last 2 months regarding my service plan and no-one was interested in helping me."
"Shocking... Car went for an MOT on Wednesday... Communication is non-existent... Go elsewhere."
Reliability
Pros:
"Have used Hartwell for over 12 years for new / used car purchases and servicing. Staff have always been exremely helpful and courteous."
"I consider myself very fortunate to have such a fine garage,so close to where I live in Hemel Hempstead."
"We are very pleased with the exceptional customer service received at Hartwell Ford Hemel Hempstead."
"Excellent service, highly recommended. After numerous problems with our local dealership we travelled a distance to Hartwell Hemel Hempstead and cannot fault their service."
Cons:
"Gave a deposit three weeks ago... Call them several times but nothing."
"This is my experience buying a second hand car from a Ford agent in Hemel Hempstead...had so many problem I took it back within 14 day and asked for my money back."
"I bought a used Ford Edge from them a couple of months ago...It's clear that this 145 point inspection never happened."
"They also advertised the car as having one previous owner when it was actually two."
"Did complain to Head office but Hemel deny that they changed their advice. Would not trust them again."
"Bought a brand new ford mondeo couple of years ago (2019)... Mis-sold!!"
"Having used Hartwell for a number of cars over the years, I've recently been sold a dud! Buyer beware- check everything on the car before committing to purchase."