Vertu Motors - Hyundai Edinburgh East Arvostelua 

Dale went the extra mile to help me choose my new car even arranged pick up for me anyone looking to buy contact Dale at the Edinburgh branch u won't be disappointed great customer service patient and was well updated on the collection of my new car 👍 😀 thanks dale

Cameron made me feel welcome from the very start. Everything was explained in great detail. All my options were made clear to me. I didn't feel pressure at any time and there was never any rush.

We visited the Hyundai dealership today. Wafa, the saleswoman, and Callum, the manager, were both very friendly and helpful. Truly the best team and a trustworthy dealership!

Very helpful and professional service

I am writing to escalate a formal complaint regarding the unacceptable service I have received at Vertu Hyundai Seafield (Edinburgh East). From my very first visit, I have been given false information, subjected to negligence, and experienced a serious lack of professionalism in the handling of my vehicle’s gearbox diagnosis, repair, and courtesy car arrangements.

This complaint is being sent simultaneously to Hyundai UK, Vertu Motors Head Office, and Hyundai Motor Europe because the matter has not been addressed adequately at dealership level.

⸻

Chronological Record of Events
1. Initial Visit – 21 July 2025: I brought my vehicle to Hyundai Seafield for a specific noise/problem I clearly described. At the end of that day, I was told there was “nothing wrong” with the car. This was false. After insisting and speaking to Hyundai, the fault was confirmed within minutes as a gearbox issue. I was told it would need to be replaced and the part would be available in approximately one month. The initial handling clearly showed negligence in inspecting and diagnosing my vehicle.
2. Appointment for 13 August 2025: I was given this date for the gearbox replacement and assured a courtesy car had been reserved for me.
3. 13 August 2025 – Upon Arrival: When I arrived, I was told there was no courtesy car booking and that my car “had no fault” — directly contradicting the confirmed diagnosis. The service manager appeared unaware of my case. Only after over an hour of waiting was a courtesy car provided.
4. Outcome of 13 August 2025 Visit: At the end of the day, I was informed only a routine service had been done and that the gearbox part still needed to be ordered, “expected next week.” This should have been ordered well before my appointment.
5. Rescheduling Without Consent: I requested an appointment for 3 September 2025 to ensure the repair before a pre-scheduled medical procedure. I was told no courtesy cars were available for that date. The service manager then unilaterally booked 17 September 2025, a date I had already stated was impossible due to surgery.

⸻

Impact
• I was misled from the start about the condition of my car.
• There was clear negligence in the initial inspection.
• The dealership failed to manage bookings competently, causing repeated stress, wasted time, and serious inconvenience.
• My confidence in Hyundai’s service standards has been significantly damaged.

⸻

My Formal Requests
1. Confirmed appointment for the gearbox replacement no later than 3 September 2025, with a courtesy car guaranteed for the full repair duration.
2. Written confirmation that the gearbox parts have been ordered, with the exact order and expected arrival dates.
3. Formal written apology for the misinformation, negligence, and poor handling of my case.

If this matter is not resolved promptly, I will file a case with The Motor Ombudsman and pursue further action under the Consumer Rights Act 2015.

I expect a written response within 7 working days of this email.

⸻

Yours faithfully,
Emilia Goncalves

As maklin motors very helpful. As Vertu absolutely rubbish. Don't waste money on a warranty as it covers nothing worthwhile. Woman that my wife spoke to on the phone was extremely rude and unhelpful. Seems they have become another Arnold Clark which is a shame after the initial good service. Would definitely avoid

I would thoroughly recommend Vertu Motors - Hyundai Edinburgh East due to having a very positive experience. Salesperson, Andrew, was very helpful and put me at ease throughout the whole sale process from enquiry, test drive and delivery. I could not fault my experience at all, thank you!

The review would have been 5 stars but for the fact that the sat nav was not working when we collected the vehicle.
I would have expected this to be fixed before we picked it up.

Excellent friendly professional service department, the girls on the front desk are great. We had a family car serviced , & MOT work.
Happy with the technicians work so have another care booked in for next week. Highly recommend 👏

Very helpful and friendly staff had everything ready for my test drive. The car was then delivered to me, beautifully presented.

We bought our recent car, we based in London and the staff is very supportive and all queries are dealt promptly.

We bought a car on finance in July 2024 and it’s been one issue after another. They sold us the car with worn brakes and tyres that would fail the next MOT. It had stains inside which we later found and chips in the paintwork. It also had no buckle on the rear seat. They have cancelled appointments to fix the brakes twice now and again today the car has gone into their garage and they can’t guarantee it will be seen. They take no ownership of issues and have been a constant nightmare to deal with. The car has been in for repairs 4 times in less than a year. Hugely regret purchasing from this dealership and would advise anyone to avoid.

The experience at Vertu Hyundai Edinburgh East was fantastic because our salesperson, Lyle, was encouraging, friendly and never pushy. During the process, we had some difficult family news and Lyle was very respectful and helpful during that time. This led us to complete the purchase with confidence and at a pace where we never felt rushed or pressured. A great job!

Great experience at this dealership with calum, very friendly, helpful and positive would definitely recommend!

This is my 3rd car from yourselves, everytime I've dealt with Callum who can't do enough to help. From the simplest questions he is polite, extremely helpful, knowledgeable and nothing is an issue.
Would recommend people to use this garage 💯

I was contacted by Vertu to see if I'd be interested in attending a VIP event, essentially trying to persuade me to buy a new vehicle. I went along, not expecting too much, but came away with a newer version of my i10, for not much more than my previous monthly payment. The salesman, Alan, was patient, friendly, helpful and, as importantly, not too pushy.
Thank you.

Purchased a car in December 24, the whole transaction was seamless , salesman was first class and could not do enough for us at point of sale and after.. I would highly recommend.