Vertu Motors - Ford Bromley Avis 

Relating to Bristol Street Motors Bromley.
Utterly dreadful. Brought a second hand Ford Fiesta for our son as a first car in December 2023. 18 months on and the car has needed to go back more than once for not insignificant problems, on each occasion the service has been slow and required constant chasing by us.
Now, less than 2 years after buying the car (and with a very careful driver and a constant supply of black box data to evidence) we are now told the car needs a complete new engine (we chased for 3 days for this information, not one call to us) and the car will not be returned for a least a month.
No offer of a replacement vehicle and all round appalling customer service.
We will now need to obviously sell the car before the warranty expires at a significant loss - we had planned to keep this car for years for all 3 children to learn on and use as their first car. For reference it is an 18 registration so not even that old and had just 19,000 miles when we brought and our son has only used it locally, no long journeys, motorways or anything to add significantly to the mileage.
My advice, never buy a car from this garage.

Breach of marketing rules. I cannot unsubscribe from their marketing emails despite multiple efforts

Vertu Motors Bromley. Avoid at all costs!!

I visited the Bromley branch last month as my car was due its 2 year service. The place was a shambles when I arrived in the morning with cars parked all over the place making it difficult to even get on the forecourt.

I left my car with the staff and waited for the call to collect my car. At 3pm I called for an update thinking the work would have been completed. I was told that they were busy and they would give me a call back. I never received a call back so I just went to the branch at 5pm knowing they shut at 6.

When I got to the branch the staff couldn’t find my car for about 5minutes. When they finally located it they informed me that they had forgotten to carry out the service.

They arranged for the car to stay with them so the work could be completed the next day and dropped back to me. I had originally paid for the valet which they said they would give me for free as a good well gesture.

When my car was returned the following day I was shocked to find my car hadn’t been washed or hoovered. I called up to see why it hadn’t been valeted and all they could do was apologise.

A few days later the service manager John Williams called me and apologised for the bad service I had received and went on to tell me how his staff was incompetent and most of them wouldn’t be there next time I visited the branch. I did find this a bit concerning that he would slate his staff to a customer. John stated as a good will gesture he wanted to pick up my car himself on the way to work and would give it a showroom valet free of charge. I agreed to this and a date was arranged.

On the arranged date I was up early to make sure John could pick the car up. As I should have expected John never showed up. At 8am I rang the branch to see what was happening. On the two occasions the call was put through to John the phone was hung up on me.

I wrote an email to John stating my disappointment at the service I was still receiving. I had no reply so I went out and whilst out I had the car valeted. Whilst out at 10am I received a message from John saying someone was on their way to collect my car. I tried calling John back twice but yet again when I was put through to him the phone was hung up.
Several hours later John called me apologising and stated he would he would compensate me for the £25 valet. I explained to him that it wasn’t just about that it was the terrible service. Also although I was happy with how my car had been cleaned for £25 it wasn’t what you would expect what a back to showroom valet would look like as this would cost over £100. John offered to collect my car again in a few weeks and complete a valet but after all the messing around I honestly didn’t think it was worth it knowing I would be in the same position then, chasing him up.

Once I told John I had filled out my follow up review and not left a good rating he couldn’t have been more rude and wouldn’t talk and just said bye and hung up the phone.

I would never recommend this branch it’s a shambles when you arrive and the service is terrible. Massive improvements are needed and maybe Mr Williams should look at his own service before he starts firing his staff for their service.