Vertu Motors - Kia Edinburgh Reviews 

My experience buying a car from Vertu Kia Edinburgh was extremely disappointing and unnecessarily stressful, involving repeated administrative errors, poor vehicle preparation, lack of communication, and months of chasing for basic documentation.

From the outset, the process was disorganised. After reserving the car remotely with a £99 deposit (with assurances that the 14-day guarantee would apply), it took 11 days to receive a correct invoice, and even then it later proved to be wrong due to an incorrect road tax calculation.

On collection day (06/09/25), after travelling over 1 hour 15 minutes with my son, no paperwork was ready, there was no service book, and no one had arranged to meet me at the station. I was left waiting while the salesman disappeared without explanation. I was then told there was “a problem with the car” but encouraged to take it anyway, with assurances that I would not be inconvenienced.

The car’s condition was unacceptable:

Significant paint defects and damage

Dirty interior with rubbish left inside

Blocked drainage areas under the bonnet

Damaged alloy wheels (despite being sold additional alloy insurance)

Faulty tyre and wheel shuddering at motorway speeds

Bonnet repair later returned in a different colour

There was also virtually no handover, despite this being my first electric vehicle and automatic car.

Worse still, the vehicle was still digitally linked to the previous owner, meaning features such as Kia Connect were unusable. I had to resolve this myself directly with Kia.

What followed was months of chasing Vertu Kia Edinburgh for:

Repairs that were repeatedly claimed to be completed but were not

A correct and legitimate service history (the car was incorrectly stamped by Vertu as having its first service when it had actually been serviced by another dealership)

Basic communication — many emails over weeks went unanswered

The car was collected and returned multiple times, once covered in mud, another time uncharged, and once returned without the promised service book. I was without my vehicle for extended periods and incurred additional fuel and insurance costs.

Escalations to management and customer services were slow and often ignored. At one point, the store manager was copied into emails for weeks without any response. Only after escalating formally to Vertu Customer Services did progress finally occur.

Eventually, in December, I was offered compensation options and chose two years of free Kia servicing, and I finally received a correct and complete service history — over three months after purchasing the car.

While some individuals did try to help later in the process, this experience fell far below the standard expected of a main dealer. The lack of preparation, incorrect documentation, repeated misinformation, and prolonged silence made what should have been an exciting purchase extremely frustrating.

I cannot recommend Vertu Kia Edinburgh based on this experience.

Great service from Paul .
Despite the distance he made sure everything went through smoothly.

Paul at Kia Vertu is absolutely amazing! Fantastic customer service!

From the first call my experience was very smooth. Nothing was to much trouble. I traded in my car and got a amazing new car. Updates and phone calls on point. Craig was amazing, on picking up my car everything was very professional, we shared some common memories and felt very comfortable.
Would be happy to recommend.
Love my new car.
Thank you

Craig was an excellent salesman from the word go he keeped me informed.

I am very happy with my beautiful car (used) - it is like driving a brand new car, and it was great value. The customer service was excellent, they gave good advice and went above and beyond delivering my car to my home. An A1 service. Recommended.

craig mackay was so kind and helpful from start to finish he made everything so easy and clear i hate car showrooms but craig was a cut above the rest

We definitely got the 5 star treatment when purchasing our new car from Jemma Bailey. When we first arrived at the dealership to the moment we left with our new car nothing was to much bother. All the staff we meet were professional and courteous and very friendly. They even had time to feed Oscar my daughter dog with doggy biscuits they have the lot. Well done to Jemma and Kia Edinburgh and thank you for time and professionalism in helping me with my car purchase.

Friendly team of staff. Thanks especially to Paul Gordon who looked after us. Great communication throughout. Would recommend using Vertu Kia Motors.

Called into the service department for a copy of a previously supplied service document, I had misplaced from two years ago.
Met a lovely young lady who after checking my legality of ownership etc suggested I relax in their lounge with a free coffee and Christmas mince pie while I waited.
Hardly got sitting down when I was presented with my requested copy.
What a refreshing way to treat customers and to say I was impressed is an understatement.
Thank you again as sorry I failed to ask for your name

Kenneth Carr

Fantastic service from Tony mobility rep. Explained everything in great detail.

This was my 3rd new car from Kia Vertu Newbridge, and it will be my last. Unfortunately I had a bad experience buying my second new car and I have not learnt from it. I emailed 4 persons of authority at the garage to highlight my issue, and got no reply from them. Contacted customer services, and received a phone call from Kia Newbridge, the caller new nothing about my problem and thought he was to call me and ask, if I could give them positive feedback, this has still not been resolved to my satisfaction. Will be looking to escalate this further if possible.

Vertu have just called and rectified the problem.

I was introduced to Max B and he was very kind, helpful and professional making the process so smooth. He explained everything to me and made sure that I understood everything as a first time buyer. He made the process so smooth and he kept in touch from the very first day to the last day when I had received my car. He checked in with me to ensure that I was happy with my decision a few days later. I am truly grateful and happy, will definitely recommend this branch, I give him a Distinction.

I bought a Kia Spotage from Vertu Newbridge last November. On reflection I would say that the salesman Ed was over enthusiastic about a sale, eg phoning me and negotiating on the phone. After I had bought car and then checked the details a number of untruths were obvious. Namely the one previous owner was actually two owners and the car had about 2k more miles than advertised. I emailed the sales manager at the time to complain a Ryan Spotiswoode but got no answer. Other reviews at the time stated that this guy had a habit of not answering. Last Thursday I took my Sportage back to Newbridge for my service and MOT.
After examining the car I was told that my 2 front wheel tyres were running in the wrong direction. This was Vertu when they sod me the car. The other fault was that the parking brake indicator was not working. Diagnostic test and switch change because of liquid contamination was necessary. I asked for photos of evidence and also to show me how liquid have got into switch as I don’t drink in this car. But no email of evidence has been received as yet. At Vertu I tried to engage with one of the salesmen who sold me the car but it looked like he wanted to keep his distance.
So you can appreciate that my opinion of the sales team at Vertu is rock bottom. Also Vertu has never updated their systems for my private number plate, which they fitted when I bought the car.
But I must compliment Sophie Nicholson on service reception for her professional manner and knowledge at my service visit.

I bought a Dacia duster from Vertu Kia Edinburgh. I was offered £1650 trade in, “low end offer” because they had not seen my car. They eventually agreed the £1800 it was valued at. There was a “dent” in the rear panel of the Dacia which had to be repaired. I was happy to wait for the collection rather than the repair being rushed. It was a complete botch job. There were runs throughout the panel, there were dry edges on either side of the back window on the panel, lacquer marks and overspray on the light. There was also no engine undertray and broken bolts that had not been extracted. It transpired the part had been on order but the car was sold before it arrived. After 10 days the paintwork was “as good as they could get it”and 3/4 of the bolts had been replaced but a 4th “was in the subframe and they did not want to cause any further damage” so it had been secured with a “cable tie”.
The car was inspected by my own mechanic before I accepted the car. The paintwork is not perfect, there is still a small mark, they did supply a new undertray. My mechanic will replace the bolt in the undertray, which will be at my own expense. Matthew maintained communication and was professional throughout. Unfortunately I received no response from Ryan or acknowledgement of the time, frustration or inconvenience caused.
I collected the car and within a week the paintwork had started bubbling. I contacted the dealership and took the car in for them to see. Ryan agreed that I should have an independent car paintwork garage assess. After a thorough inspection the main points were identified. The micro blistering al over the back quarter was because it’s either been done with water retention or painted over bare metal or not etched, over spray behind petrol cap that had not been primed and the repair on the quarter was incredibly poor and silicon contamination on dog leg. The paintwork had not been matched to the correct colour, it was identified LC9A VW instead of 369 Renault/Dacia. I am awaiting a decision to have the repair work carried out independently or reject the car under my consumer rights.

My husband and I came in to test drive the EV3. Matthew helped us out by giving us a lot of information about the car, letting us both drive it and sharing tips on the controls, and just getting used to an EV (new to us). We really love the car and are going to be getting one soon. Thanks to Matthew we feel excited to start our new EV journey!

Purchased my car from Vertu Kia Edinburgh spoke to Paul very nice welcoming sorted everything out from start to finish recommend.

Easy experience from choosing a car to picking it up today, Max at Vertu Edinburgh made the whole process easy , explained everything in detail from options to explaining the features of the car, then when picking it up, nothing was too much trouble . Highly recommend Vertu for anyone looking for a Kia, friendly genuine experience. Having mobility issues you always worry about visiting showrooms especially with access and steps but showroom was very easy to access.
My only negative comment would be I only saw one disabled parking space and every visit it was occupied.

I was fortunate to deal with Paul Gordon who was an outstanding ambassador for his company. His attention to detail and willingness to be patient and positive in all he did. We were treated as valued customers and and would recommend that Vertu is a great pick for purchasing a new vehicle.

Recently bought KIA Sportage and was delighted to trade in two family cars. We love the car and the service from sales and after care are exemplary. Highly Recommend.