Vertu Volkswagen Mansfield

The service I received was impeccable and the staff are very friendly

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I would not recommend Vertu Volkswagen Mansfield because Formal Complaint – BMW i3 Purchased from Ventu Mansfield

Dear Sir/Madam,

We purchased a BMW i3 from Ventu Mansfield on the 7th April 2026.
The salesperson who assisted us throughout the purchase was excellent—helpful, professional, and never pushy.
Unfortunately, our experience with Ventu’s aftersales service has been extremely disappointing.

On the original collection day, we were informed that a manager was unavailable to verify that our payment had been received into Ventu’s account. We later discovered that the information we were given regarding management availability was inaccurate. As a result, we were unable to collect the vehicle as planned and had to cancel all of our arrangements, including a weekend away.

When we eventually collected the vehicle five days later, we were initially very pleased. However, the following day we heard a significant amount of water moving around beneath the floor area where the high-voltage battery system is located. Given the obvious safety concerns associated with water and electrical components, we were extremely concerned and did not feel comfortable driving the vehicle.

We contacted our nearest Vertu dealership in Lincoln and were advised that the earliest available inspection appointment was on Thursday, which we booked. After leaving the vehicle with them for the day, we were informed that no action could be taken at Lincoln because approval could not be obtained from the warranty company. We were told that the vehicle would need to be returned to Mansfield, that an email would be sent to them, and that Mansfield would contact us as soon as possible.

My wife also contacted Mansfield directly and was reassured that they would review the email and contact us the following day to resolve the issue. However, despite these assurances, we have received no communication whatsoever. The vehicle was inspected on 16 April, and more than eight weeks have now passed without any contact from either Vertu Mansfield or Vertu Lincoln.

As a result, we have been left with a vehicle that we have been reluctant to use due to concerns about potential damage to the battery system, chassis, and other components. With no support forthcoming from Vertu, we eventually felt we had no option but to arrange and pay for the issue to be resolved ourselves so that we could safely use the vehicle.

Based on our experience, I would not recommend Vertu. The lack of communication, customer support, and aftersales service has been unacceptable. It has felt as though, once our payment had been received and the vehicle had left the forecourt, customer care became a very low priority. Furthermore, the warranty provided has proven to be of little value when assistance has actually been required.

I will be sharing my experience with friends, family, and on social media—not because of the fault itself, but because of the complete lack of follow-up, communication, and customer support from both Vertu Mansfield and Vertu Lincoln.

I would appreciate a formal response addressing the following:

1. Why this matter has been ignored for more than two months despite reassurances that we would be contacted.
2. Why no follow-up communication was provided after the inspection at Vertu Lincoln.
3. What steps Vertu intends to take to address our concerns and compensate us for the inconvenience, distress, and additional costs incurred as a result of this situation.

I look forward to receiving your response within 14 days of this letter.

Yours faithfully,

Mr & Mrs Wilson

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The staff at Vertu Volkswagen Mansfield were good because the staff there are amazing this is second car purchased within 6 months

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Vertu Volkswagen Mansfield were great because the service was very good

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Vertu Volkswagen Mansfield were great because, Mark was extremely helpful and friendly. Answered all the questions regarding the car and purchase.
A very pleasant car buying experience.

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I would recommend Vertu Volkswagen Mansfield to friends and family because the staff were helpful, not aggressively pushing salesand very good natured.

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