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Hilton Garage Ltd
The Mease, Derby, DE65 5FJ
derby
4.4 (9,477 reviews)
Hilton Garage Ltd
The Mease, Derby, DE65 5FJ
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I booked an appointment for 5:30pm for a test drive of a car and they didn’t have the car there at the time (despite pre booking at 12 noon). They didn’t get the car to the site until an hour later (6:30pm). The service was shocking and to make matters worse the car that had supposedly done 20k miles was tatty and had obviously done way more miles than that. If they give this level of service when you’re trying to buy the car I’m guessing the level of service you get if you have a problem with a car bought from them is abysmal.
A very good garage, really recommend. I had an issue with my car not long after buying which was unfortunate but it was sorted straight the way and was good communication throughout. Nathan was who sorted out the sale and was great, provided everything necessary and was very approachable
We purchased our car from this garage on 25 November 2026, trusting it would be a safe and reliable choice. My husband rarely even uses the car — I’m the main driver — and I have never seen a warning light on the dashboard. Recently, we noticed black smoke coming from the exhaust. My husband took it to a service centre for diagnostics, and surprise surprise — the AdBlue tank has been completely removed. The car was sold to us in this condition. Trying to resolve this without legal action, I contacted the garage. After waiting three days with no real response, I finally managed to speak to someone from service. What I experienced was shocking and unacceptable. He flat-out denied responsibility, saying: “We wouldn’t sell a car without an AdBlue tank. You’ve had the car for six months, you can’t prove it.” Then he hung up on me. Let me be clear: it is illegal to sell a car in this condition. When I explained that there had never been a dashboard warning light, he insisted there should have been one — but how can a system warn about something that isn’t even there? I am currently pregnant and already under stress, and while I did raise my voice slightly out of frustration, I was not abusive. I simply was not being listened to. This garage is excellent at selling cars — but when a serious issue arises, they disappear and refuse to take accountability. We also paid extra for an extended warranty, which now feels completely pointless. Avoid this garage. If I knew then what I know now, I would never have stepped foot in there. I have the diagnostic report. I am now contacting the Citizens Advice Consumer Service because I know my rights. The staff member at the service, repeatedly insisted that it has been 7 months and that nothing can be done. However, this is not correct. I purchased the car on 25 November, which means it has only been 5 months and 6 days. It is clear that he is aware of the timeline, but he does not realise that I have thoroughly researched my rights. If his attitude had not been so dismissive, the situation might have been handled differently. Despite selling a vehicle that does not comply with legal standards, his manner of communication was also unacceptable. I will continue to pursue this matter to the end.
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
