Hatfield Audi - Hatfield

Car Dealer, Audi Dealer

Address

Address

174 Great N Rd, Hatfield, AL9 5JN
baronsgroup.co.uk

+44 1707 861521

Reviews

Reviews

3.5

Based on 86 reviews.

 

Agregated reviews (86) Hatfield Audi - Hatfield

  • 1
  • 2
  • 3
The reception staff here are completely disengaged. After several attempts to telephone the garage (phone ringing, no reply) we eventually got through but no salesman was available. promised a call back...didn't happen. Tried several times more and eventually spoke to Mo who was very courteous and efficient and arranged an appointment for us to test drive a nearly new car. Arrived at the appointed time and spoke to receptionist who said she would let him know we were here. Whilst waiting we saw why the phones were never answered...no-one at the desk for most of our 15 minute wait but several staff chatting to each other away from the desk. After 15 mins I was aware that there was no-one being attended to so I went up to one of the staff, saw from his name badge that he was Mo and explained that we had an appointment with him 15 minutes earlier. He was most apologetic, said he was waiting for us and had not been told we were there! The girl we had checked in with on arrival heard this conversation and didn't respond or apologise, she even managed to look surprised! At no stage during this wait were we offered a drink or were we even told where to sit. The exchange with Mo was good but he asked a 'trainee' to sit in on the chat after the test drive. She was obviously uncomfortable and when Mo went to ask the manager if he could give us a better deal he didn't even invite her to go with him....some training! She was then charming, offered us a drink and tried hard to engage with us.
This garage needs a huge shake up. Even if we had wanted to buy the car I really don't think we would have. Customer service ...virtually nil.

1 by Review source

After just visiting this outlet today I wish I could score 0 stars. Apart from the initial lady who was at the front desk all staff were abysmal and dismissive. my mother bought a used and approved car 2 weeks ago and has already had issues with the tyres - one punctured and when my mum took the tyre to another garage to get their opinion and they were shocked they had sold the car with the tyres in that condition (as were the thoughts of 2 other garages) and said that 2 tyres were not fit for the road and illegal. One tyre had also had a bad puncture repair done on it, and clearly was compromised already and the garage we took it to to change it actually gave us the tyre back and said to bring it to Audi and show them as it is not acceptable. After lots of being messed around and being fobbed off at Audi Hatfield today - we were told the tyres were OK and nothing they could do - but what about all the stress and time wasted ? This is not what you expect after buying from an approved garage - surely you go to garages like this and spend more money because you should trust the name ! Moreover, we wanted it in writing to say that the tyres were legal and ok to be on the roads - a lady tells us it will be done in 5 minutes , an hour later of waiting again - no one has informed us what is happening or where the letter is - we ask what is going on with a response from someone else 'oh is that why you are waiting, il write it now'. ARE YOU SERIOUS?!!! Seriously a terrible experience, terrible customer service, should not sell cars in that condition, especially when you are paying 15K Plus for one. AVOID AVOID AVOID.

1 by Review source

Can't you do 0 stars on this???
Amazing how peoples experiences differ. I was interested in buying the new RS3 Sportback (high range car) and requested for a brochure.
Firstly I walked in and waited at the unattended reception desk before one of the sales people had to come over instead after a good 5 minute wait of standing.
I then requested a brochure and expected one to be handed over in a matter of seconds (it's a brochure right?!) you go to other garages such as Porsche and they have them everywhere.
This lady then went over to another male colleague who had the look of someone senior and informed him of my request. He didn't even look at me when she pointed at me saying 'it's for this man here'. He pretty much shrugged his shoulders and no this is not exaggerating. He was both flicking his pen up and down and seemingly staring in to space. I must have sat within a 5 metre proximity to him and he didn't make eye contact one nor even say 'I'll be with you two seconds.' I waited and waited and this guy was doing nothing.
I just stood up and walked out. Even when this happened, no one said 'wait, I'll get it for you.'
They just watched me leave.
I mean hey, it's only £60k they've missed out on there upfront. Absolutely staggered. The most simple of requests anyone could ever have asked for and the service was non existant.
I shall never go back to this branch ever again.
Disappointment isn't even the word.

1 by Review source

****WARNING BE VERY CAREFULL WITH THIS COMPANY****
They posted an offer up on the internet for a lease deal. We responded to it filling in all the relevant details to accept the deal. they then wrote back with a series of questions about me and my company that had to be filled in. So I did this and said I was not bothered about milages or servicing or any of the extras that they were offering, I would just like the advertised deal please.
The quote arrived back and was over 10 x the offer price! yes TEN TIMES.
I wrote back to them with a copy of the offer they had advertised and said 'I would like the offer you have advertised please'.
They admitted they had advertised the offer and said there had been a mistake with the price and even though it was their fault they would not honour it. Now if the price had been a little bit out I could understand, and I probably would have still taken it out, but not 10 times the price!This seems to me a blatant attempt to collect people/companies details or to generate sales leads. If someone advertises something they should be expected to honour it even if it is a mistake.
If this is the way they conduct business then I certainly wouldn't recommend anyone deal with them, who knows what else they will do or change.

1 by Review source

Cassius Nixon is simply in another leaque when it comes to customer service. He converted me; a life long Porsche customer, in a gentle, appropriate way, never pushy. He answered emails quickly and worked tirelessly, even throughout his days off, to bring the purchase of my new TT RS to a swift, seamless conclusion. His 'product' knowledge was impeccable and all the barrage of our wide ranging questions were covered in a confident and professional manner. It is equally important to mention, that Cassius is a great person to 'be around'. Respectful, smart, nicely spoken and has the faultless balance in client/sales executive relationship. It has been a complete pleasure to 'work' together with Cassius in purchasing my fabulous new car and I hope we will have more such opportunities. An exemplary representative for Audi, whom I trust you will do all you can to keep him amongst your lovely team in Hatfield. I would be happy if this feedback could be forwarded to all the relevant Powers to be. Thank you Cassius. KAREN ENGLANDER

5 by Review source

A co-worker of mine told me about how she and her son recently left a bad review for Audi Hatfield because the receptionist was rude to them. According to my co-worker, the management there asked her son to remove it because it would affect their sales and bless him he did remove it, I assume because he's naive. When he picked up his car they gave him a bottle of champagne to apologize for the mishap.

I'm now writing this review because they bought his silence. That champagne wasn't to apologize, it was to make sure he didn't regret his decision so he wasn't inclined to re-upload the bad review.

This is disgusting. I was furious for the rest of the day because of how detestable I find the people working there. This is how corruption works; a little gift to silence a dissenter.

The people working at this place are not to be trusted in the slightest. Do not take your business to the Audi branch at Hatfield.

I will post this on every review site that lists this den of snakes.

1 by Review source

They are great at selling cars but not so great at after sales service.
I had my car booked in for a service today with a courtesy car, to arrive at Audi to find no courtesy car! There was no apology or urgency about sorting the problem, I was told to wait in reception to see if one came in. After a 35 minute wait in reception and an appointment which I had paid for looming in 5 minutes, I asked for some help by reception as all the services guys were busy. I was told to sit and wait again, by which point it was the time of my pre-paid appointment. I finally received a courtesy car after 45 minutes of waiting, which made me 20 minutes late for my appointment!! When I came back to Audi to collect my car, usually (I like to think) they give the car a full valet after a service but my car was handed back the same. After my ordeal in the morning I was hoping I would at least get a clean car considering I got no apology!!! Disappointed

2 by Review source

What a shambles this place is, called in and got cut off, then called back and I couldn't speak to the contact in Fleet Dept left a message for them to call me and a person with the same first name returned the call but knew nothing about my case. I then asked if they had received my docs sent special delivery and no one could tell me about this either. I then discovered via Royal Mail they received the docs at 9.44am and we were talking after 12.00, how difficult can it be? Then asked if my passport and driving licence would be sent back and they didn't know. About as useful as a chocolate fire guard. Will never be dealing with them again, why do they need original ID docs, why will they not allow me to take them to a local Audi dealer to certify? Clearly Customer Service Dept has closed down here and Customer Maximum Inconvenience Dept has opened up.

1 by Robert Taylor Review source

Not impressed by customer service here. My wife came to test an A3 fastback petrol last weekend with a view to buy nearly new. A pretty popular version in the range! Upon arrival our scheduled appointment was delayed by 30mins due to an overrun and he was unable to see us. Next were told they don't have a car to test (after giving specific details and making an appointment). Absolute waste of time visit. The trainee we had instead of the salesman who went through the whole 'get to know you process again' promised to call: no call yet. It was clear we were buying a car from them (and a second hand car at that), rather than them selling a car to us. Clearly they don't need (or want) our business so will take my money to another Audi dealership. I felt like if I'd been after a high value new car I'd have had the red carpet treatment.

2 by David Fuller Review source

Shocking customer service, I've had my A4 serviced by Hatfield Audi since I bought it in June 2013, after each service was was told the service record would be uploaded to my 'virtual service book'. I'm now selling me car and I've found that service records are missing from the 'virtual service book', I've phoned the service team a number of times asking for an explanation and copies of the missing services records. So far I've had not call back and no explanation and no service records.

I have sold my car with full service history, if I'm not able to provide this it will affect the sale price of my car.

If you do get your car serviced at Hatfield Audi make sure you do not leave the show room without a copy of the service record.

If I could give minus stars I would

1 by Review source

A poor service would be a fair assumption. My new Q5 developed a prominent knocking noise from the front off side going over speed humps on a cold start. It took 4 weeks from the initial call to their inspection date. They stated after 2 days that their technicians could not locate any knocking noise and returned the car unresolved. Immediately the next day, the knocking noise returned to which I waited 2 weeks to see if the problem persisted before ringing Audi back. I was informed that it would be 4 weeks for them to see the car again despite the fact it could be a safety issue. Despite calls to and fro from me and Audi, they ultimately have not informed me what they intend to do. As initially stated, a poor service.

1 by Review source

I've had good experiences on my two visits to Audi Hatfield. The first was for a small fix which took a little longer than expected but did get sorted eventually (and I was provided with a hire car as agreed, although felt they missed a trick by not giving me a nicer one for the up-sell opp!). Most recently I met Cassius Nixon who had arranged a test drive of a used SQ5 and couldn't have been more welcoming or helpful. He's helping me find a car and hasn't been too pushy, which makes a change. They are in temporary surroundings at the moment while the new building is finished but everyone I've met there has been friendly and I wouldn't have any issues going back.

4 by Review source

I have had the worse experience of my life regarding car service with them. It took 12 days for them to asses the car and change the battery (that's all it needed). I was left uninformed most of the time, the information regarding costs and timing was imprecise or incorrect and when I agreed for the battery to be changed they forgot to order it for three days in a row. When I finally picked the car up, the manager behavied like a bully threatening me to retain the car or to take away the battery if I was't paying 100% of the bill right away. Also worth it mentioning that just changing the battery cost me 450 GBP.
I do not recommend this place by any means.

1 by Review source

Shocking 'customer service'... Was promised a courtesy car after booking in for a service a month ago, and when I arrived they said they didn't have one for me to go to work! Then they arranged a time twice to pick me up so that I could get my car back.. after waiting for the driver on the day they said that they don't have any drivers on Saturdays and to take a cab there at my expense!?! Once I called Audi customer service UK, they managed to miraculously find a driver!? The people on the phone were arrogant and rude. Will make the drive to West london Audi where they provide an amazing customer experience. Hatfield audi should take notes from them.

1 by Review source

Had my alloy wheels refurbished here 6 months ago. 6 months on all alloys are going grey; lacquer seems to be coming off!! Spoke to service department who were flippant and dismissive and basically have no record so nothing they can do, I paid good money to get the wheels refurbed with the sales manager who no longer works there, that’s appt, what a sham!. I purchased my car there and have had all my services with them every year and was going to purchase a new car this year, not any more, I'll be going to Audi Stanstead, so much better customer service...note to CEO, please train your staff to be more helpful and courteous, it makes good for client retention!!

1 by Ssdf Rff Review source

I have to laugh when I see the feedback on this place as the people who have been promoted into positions way beyond their capabilities are the very same ones (or one!) I was complaining about to Audi a number of years previously and caused me to never darken their door again.
I would suggest taking the longer route to Audi Essex in the meantime, who I understand have taken over this garage also- they just need to weed out that poisonous and obnoxiously rude business manager at this branch and I'm sure it will improve no end!
I agree - one star is two stars too many for this place. Roll on the changes needed!

1 by Review source

I recently visited Hatfield Audi and was greeted by very friendly staff. The gentleman I dealt with was extremely helpful and was able to answer all my questions. He spent a lot of time showing me how all the gadgets worked on various cars (as I am not very technical) and was very patient. If anyone is interested in purchasing an Audi, I would highly recommend visiting the Hatfield branch. You will not be disappointed, the sales team are all very knowledgeable and you will get a first class service. My thanks to Paul Lock (salesman) who took great care of me. I can't wait for my new car to arrive!

5 by Review source

We bought an A1 from an Australian salesman and our experience was great. He worked through our concerns around insurance and driving an automatic. He was genuine and non-pushy, nothing like dealers we have bought from in the past. He was really friendly and with his colleagues made us feel welcome. His enthusiasm is what really made it, and made the whole buying experience was great. They have recently upgraded the building and it looks very classy and modern, with lots of spaces, giving you time to talk it over without being crowded. The car is great as well as you would expect from an Audi.

5 by Paul Moggridge Review source

Like another reviewer on here I called this branch so many times and on the few occasions I actually got through to speak to somebody I was promised a call back to arrange a test drive. I was told on 3 separate occasions someone would call me to arrange one and each time nothing, I was just ignored and left in limbo. I wonder why can't the person I speak to on the phone schedule me in?
In your response to another reviewer you replied that this type poor customer service would be noted, but Im frustrated and disappointed for the same reason so clearly it's not been.

1 by Review source

I have not been impressed by the customer support at Hatfield. I completed an online request for a test drive--no response. I telephoned and was promised someone would call me back --no-one did. i then arranged to visit the showroom, and was told I could test drive a new A3 sportback in September. No one followed up, but I have now been to Audi Watford and had a completely different and pleasant customer experience with Chris Nicolson AND have driven an A3 sportback. Hatfield needs to smarten up its staff and premises for the benefit of their customers.

1 by Review source

Really bad service this time around. So disappointed... My car was recovered and taken to Hatfield on Monday night, it's been off the road for three days (so far), I've called the dealership (not particularly friendly or helpful) told it was being looked at and to expect a call, it's Friday now and I'm still waiting... I have no idea how long this is going to take so I'm stuck and unable to make plans. Very poor experience this time around at Audi Hatfield - I need to get back to my business and expected their help and support.

1 by Review source

I have been extremely impressed with the quality of the customer service from Mike in the Service department. Mike is extremely helpful, professional and friendly. My car unfortunately however had some mild engine faults that needed to be explored. Mike would keep me regularly updated and going above and beyond to ensure there was minimal effect to me personally or my ability to travel. During a process that is classically frustrating Mike ensured that my faith in Audi was not tarnished. For this reason I confidently recommend Mike and the team at Audi.

5 by Review source

Although initially sceptical about buying from a busy dealership, we could not have had a better service and were very impressed. Notably, the excellent service from Cassius Nixon, who we would highly recommend for his expert knowledge and down to earth approach. Cassius clearly explained the different specs of each car for us and each step of the process was clear, speedy and informative without being patronising or condescending (especially for a female buyer).
He was charming and helpful and very accommodating of my family's needs.

5 by Review source

Yesterday I picked up my new car (approved used car) from Hatfield Audi, what fantastic service I received, especially from Johnross Jordan, the sales executive who sold me the vehicle. Genuine, professional, honest and just a generally nice guy, 10/10 service received from him!

No hassle, everything was taken care of, I would recommend this dealership and especially the salesman who I dealt with. Personally, I would definitely go back to this dealership to purchase another Audi in the future due to the service received. From Bristol.

5 by Review source

Not hugely impressed by the servicing department. They just outsource the MOTs to another garage and charge a premium for doing so, and the free health check is purely a money making exercise. Didn't offer me the advertised 'Audi Cam' or free MOT protection. If your car is new-ish on a service plan and under warranty they are Ok but for anything older I would suggest going elsewhere. I've previously had VWs and SEATs and had much better dealer experiences so I was expecting better from Audi really. Won't be going back.

3 by Review source

Have followed Cassius Nixon for a few years now either buying cars or directing people towards him as he is one of the best to deal with in car sales
This time round introduced the partners sister to him and from the word go he has been accommodating and informative on options and Audi offerings. She has been left extremely happy, absolutely loves the TT Quattro and the service provided.
Can not thank Cassius or Audi Hatfield enough for the work and special finishing touches to make a new car purchase that little bit more special!

5 by Review source

My fiancé and I just drove off in our dream car. A beautiful Q5 that we love! We couldn’t have done it without the amazing and helpful staff of Hatfield Audi. From the moment we walked in we felt so comfortable and relaxed. It was one of the best car showrooms I have been to!
A huge special thanks to Ibby who made the whole process fun and enjoyable. He really made sure we were happy and went the extra mile even going to get my fiancé a sandwich and drink while we were doing all the paperwork. Such a great guy who will do amazing there.

5 by Review source

I initially bought my 2013 q7 from Audi - Hitchin. Even though the process was straight forward enough, the after sales team in Hitchin were, in my opinion pathetic and rude.

For the couple years that followed I used Hatfield to service my car. Never had one issue with them. In fact they were so accommodating (particularly Carl) I decided to buy my next car from there.

Both Johnross and Andrew worked tirelessly to ensure that I got the car that met my requirements.

I will stay loyal to this franchise.

5 by Review source

I got a used car from this dealer. A button was missing on the first day I got the car. As a part of guarantee I was told they would provide a replacement soon. Despite a continuous chasing for 3 months, I have never received it and the sales always told me they would get back to me asap. Spoke to the manager, nothing happened. Understand the button is very small thing and cost is nothing. But the issue shows how this dealer trades its customer. If you let down by a small button, good luck with quality of a car.

1 by Review source

I purchased my car from Mark who I have to say not only delivered a first class pre-sale experience but was also absolutely brilliant in any after sales support I required and I would not hesitate to seek out Mark at the dealership if I were to go back to buy another Audi. I would also say that Gary, the head of Sales, was very helpful too and always willing to do what it takes to ensure his customers are nothing less than 100% happy with their purchase. I would certainly recommend Hatfield Audi.

5 by Nadeem Butt Review source

  • 1
  • 2
  • 3