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Hilton Garage Ltd
The Mease, Derby, DE65 5FJ
derby
4.5 (9,412 reviews)
Hilton Garage Ltd
The Mease, Derby, DE65 5FJ
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We bought a car from Hilton garage in December after our previous car had been written off. All seemed well until the day we came to collect the car. We had ordered the car a week or more prior to collecting it so they had plenty of time to get the car ready for collection or so you would think, no the car had no even been prepared properly there was a dent in the OSR quarter and door along with 2 rust patches on the rear tailgate and multiple big stones chips out of the paint work , the car did. It even have any Hilton garage number plates or stickers on it, was left with the previous plates on the car, it was agreed that the body work would be done at a later date and we drove away . But then on the way home the TPMS light came on for the tyres so I cleared it once the tyres were checked and thought it was because it had been sat NO I was wrong it came on every day twice a day on the way to and from work, the wipers were not aligned correctly and kept hitting the side of the window when used , the drivers door rattled when closed , the aircon does not blow cold , and a knocking noise from the NSF when going over bumps there may be a couple of other that I have missed . And this was all logged to them with the first 30 days as this is all they seem to want to offer customers as a warranty, anyway I got the car booked in for February 13th as I need a loan car and dropped it down to them , let’s fast forward 2 weeks later and me having to chase them for updates I finally find out that they have not even touched anything on my car not a thing was done, not impressed in the slightest I raised this with the Aftersales manager while on site to get told I would get a phone call about it, (didn’t even want to discuss it properly on site ) I am an Aftersales manager myself within the same industry so I know what can and can’t be done. So I get a phone call and did not get very far apart from agreeing to get the car booked back in for the work to be done and they would drop a loan car and collect mine, this was the 13th March they collect my car, fast forward to today 2nd April 3 weeks after they have collected my car and they still have it yes they still have it , and in that time I have had maybe 2-3 phones calls with updates for the progress I have had to chase all the time and then never get a phone call back or they ignore my emails , today again I called and had to speak to someone in sales because again they don’t answer the phone in the service team and got told they would get someone to call me and yet again no phone call has happened. I have even asked as a gesture for all the inconvenience and stress this is causing for them to do my timing belt as it is due because the car is 10 years old , they have informed me this had already been done on time ????? News to me as no where in the service book does it say this had been done, so I have asked them to provide the documents to prove this and I am still waiting for this. So all in all our experience has been very poor and no one wants to be held accountable for their failings with customer service because it’s certainly lacking at Hilton garage service team. I hope this is taken seriously because I don’t want anyone else to experience this. I would also like some sort of compensation or gesture of goodwill for all the time we have now been without our car that we are paying for and not able to use. Thanks Dean Burton
I bought a 6 year old car late last year with 42,000 miles, with reportedly no faults or advisories. However I have had nothing but costly issues continuously, all of which so far all the garages I’ve been to have confirmed they all had to have been pre-existing. Two of these were RAC approve garages that takes a lot of cars from Hilton due to the RAC warranty that Hilton offers. Both of these stated that they do an unusual amount of repairs for cars bought from Hilton. The repair garage at Hilton itself were dismissive and unhelpful. The problems, which should not seen in a petrol car with so little mileage: Within a few weeks the engine cut out whilst I was doing 70mph, and 3 of the coil packs had to be replaced. Then an engine valve went. Then the timing chain had to be replaced. £2k worth of repairs and now my engine light is back on again! The entertainment system has never worked properly, I turned it on when looking but didn’t spend time looking at it in depth which I realised I should have. But they also didn’t reference this anywhere and refused to fix when I realised the day after purchasing. I’m really disappointed and will not ever be recommending them.
AVOID - On the invoice had put the car up by £700 - spotted before payment took and then when we pointed out scratches on the car was told to ring the next day to book the car in. Rang the next day to be told they would not say this even though 3 people had witnessed the conversation. Collection Team (Michael - very unprofessional and lied to our faces). Service Team (Eric - very rude). AVOID AND DO NOT BUY FROM HILTON GARAGE
From reading recent reviews I can see I am not the only person in this boat. On Friday I contacted Hilton over live chat, firstly for a part ex price and secondly some details on 2 of the cars listed- I was after service history etc as this wasn’t displayed on the listings. I had a generic AI response back to say I would get an email response with answers to my enquiries. I have waited a few days, and in that time can see that the car I was looking at on Friday, has gone up by £650, taking it completely out of my budget. All happening within a couple of working days. After 1 working day the price rose by £300 then after 3 working days that increased to £650. Their communication is very poor, I don’t recommend the live chat as nobody has come back to me on this as of yet. It feels very slimy to increase prices like this practically overnight. I will not be pressurised or rushed into purchasing out of fear the prices will rise daily. Out of principal I will not be viewing the car as it looks like a greedy sales tactic when I was genuinly interested and looking to purchase. I can see I am not the only person in this situation. Well done on successfully losing a sale guys, will take my business elsewhere
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
