The worst group of companies I've EVER dealt with Don't deal with Vertu. Ever. Or anything Bristol street. Firstly the whole experience with an engine issue put my car off the road for over 4 months, then more issues caused multiple critical components to be DANGEROUSLY loose and after 6 attempts to say there's a knocking noise they finally fixed it. My stop start didn't work. I tested my battery and an auto electrician friend tested it too and both deemed it to be dead after being flat for the 4 months it was off the road. It took a lot of phone calls, emails and 2-3 trips to the dealership for them to replace the battery and admit fault (with all the usual facade of "oh we're sorry, we try our best blah blah). Now Vertu alloy repairs completely botched a small scuff on my alloy with rough paint that's the wrong colour and doesn't cover all of the parts they sanded down. On top, they also covered my brembo caliper in black paint that won't come off now. Raised a complaint, someone came out and said they need to take it into the workshop to sort out. Got one phone call saying they'd look into it once the technician left and now they say my issue is closed. Scammers. Liars. Waste of time mechanics. Don't actually care once they've got your money. I wasn't going to leave a review at first because I couldn't be bothered. Now recently with the alloy issues, it reminded me of what a mess Vertu is as a whole

Bought a Ford Kuga (Ford stoke)in November 2019 with 3 year extended warranty at a cost of 800 pounds on top of the list price. The car started making a squeaking sound in June 2021. Within the warranty period. Took the car into dealership (Crewe as stoke had an 8 week wait!!!) they said it was the brakes. Had all 4 disks and pads replaced at cost of over 500 quid. There was still squeaking. Took it back in now (2nd time) the mechanic said there was no problem. The manager was then Alerted to the squeak and filled in on the history ( he booked it in again) Third time in, finally diagnosed it as a wheel bearing issue and it should be covered by wasn’t this time. I showed them service stamp, this was not good enough. Showed them the invoice this was not good enough. It must be VAT registered the garage. No one told me this when I was buying the warranty, the complaints department is non-existent for warranty wise. Bristol street blame warranty wise a d warranty wise blame Bristol street. I’ve had to pay for a warranty (which is useless), all new discs and pads (only 50% worn) not t needed, and my wheel bearing (because the warranty is useless). Complaint has got me no-where. It is very obvious why they do not allow you to leave reviews on Facebook! Get in touch Bristol street if you would actually like to help. I’ll ensure that any one of my friends or family know to stay well clear.

After needing to buy a car to adapt to my husbands needs (disability and needing a automatic, assessments taking months due to covid for motobility ), We bought the car and after 16 days of having it and trying to sort issues out with it, we had the letter that we could have motobility. We contacted the finance company who were happy to have to money back from the dealer and us to send the car back but stock after 7 days of trying to contact a manager, speaking to customer service back and forth several times and not getting an answer, we were told they were always too busy even though emails classed as urgent from head office and phone calls had been sent. The regional manager eventually rang to say it’s not possible to return as we were 2 DAYS (!!!!) Over the return time and it would be an issue for the accounts! They hadn’t taken into consideration our situation of my husband not being able to work, why we urgently, the reasoning to why we had to get a car in a lock down situation (due to myself having to work full time and my husband being able to be mobile to care for our children).I understand the risks you take when buying a car just over the phone but that shows the desperation as to us needing the automatic car. I’ve never received such bad customer service. The poor salesman that was selling the car to us over the phone had such lack of support from his team and training as we were given wrong information, sorting out our own drive away insurance and actually having to ring the finance people to sort a number of things. Even the sorting out of repairs needed for the car we had to do ourselves and travel 30 minutes away to get it repaired ( even though a BSM Is 10 minutes away). They could have really helped us out after a really hard personal time but just chose not to find any way to help us at all apart from the regional manager asking if we were interested in doing motobility with them....... if the service was better and some Solutions to help us in some way had been offered we may have just done that. I understand it’s hard when doing all these things over the phone but I’m sure you should possibly go that bit further to ensure your customers are happy and don’t receives reviews like this. I felt I needed to write today (the first time I’ve Ever have done this!) even more so after seeing the other reviews. Sorry Stoke BSM but I will not be recommending yourself and your other stores as you’ve shown a bad representation of your company which is a real Shame.