Poor Communication - Poor Timeframe Setting - Poor Customer Service
I booked my car into Honda Vertu Motors - Sunderland on January the 15th 2026 on their advice of 3 pieces of recall work (including wet belt) and a fuel pump job, writing this today, on the 9/03/2026 was the first time they contacted me, after weeks nearly months of no communication, for them to tell me they have done 6 hours of work on the car in total in these 2 months.
Their idea to get this completed faster was to send car Newcastle Vertu, but I would be responsible for the cost and the arrangement of the tow between the 2 garages, which i was reluctant to pay but have done, it cost me £100 due to their being no other option.
When they finally reached out to me on the 09/03/2026 after having the car in their possession for 2 months, their idea was to send the car to their Newcastle branch, in the aim of a faster repair (time stamped at an additional 2/3 weeks on top of now 2 months) as they didn't have the technician availability at Sunderland, Why could this information not have been brought to me AS SOON AS POSSIBLE when THEY realised THEY could not do the job within a reasonable timeframe, also why take the job on and leave me waiting without the car for 2 months.
I've spoke to John, who did nothing but fill my head with yes man words, give me inaccurate timeframes and ultimately was meant to call me once per week, totalling 8 times, he called me 0.
I also spoke with Selina the Service Manager of which she was no help either, just repeating the same sentences over and over again.
I have been told no to a courtesy car and for the tow cost being refunded back to me, they have literally done nothing to the car, and nothing to help resolve the situation. Shocking service.
Before I finally pulled the car off the dealership car park I checked under the hood just to see, and I found parts missing, if i did not do this I would have removed the car from sunderland, took it to newcastle and their would have been parts of the car still in sunderland garage. They forgot to put the under engine cover back on the car, really good mechanics....
Whilst trying to get it onto the tow truck I had to go back inside again to let them know that the car had lay there that long the battery had completely died, the car has an electric handbrake and would not move, so they had to come out again, this just shows the whole place is understaffed and or mis managed, why take jobs on that you cannot fulfill, and after 2 months of doing bot all to the car you could of at least had it tow ready, especially that I had to fork out for that.
Terrible dealership with terrible communication.
Luckily I had a spare car for the first 2 months, but the person I am lending off needs it back by the 12/03/2026, from this point, the family car that does 2 school drop offs, 2 work drop offs and food shops in-between will all have to be done at an additional cost to me for ubers / public transport, for atleast 2 more weeks.
THE CAR IS IN THE GARAGE IN THE FIRST PLACE TO DO A FAULTY RECALLED PART, HOW THIS IS EVEN MY STRESS IS BEYOND ME.
I told them this, and frankly they couldn't care.
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