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Hilton Garage Ltd
The Mease, Derby, DE65 5FJ
derby
4.4 (9,676 reviews)
Joined 2008
Hilton Garage Ltd
The Mease, Derby, DE65 5FJ
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Visited the Garage on 19th May having seen a car online that we were interested in. Upon arrival, realised quite how large the garage was and how much stock was there to choose from. Must admit, walking in, the environment is bright, noisy and harsh and very difficult to concentrate in. The girl on the desk, whilst friendly had to be pushed to provide the info we were after. When I asked what other cars, and gave the detail of the spec and model, were available, she directed me to the website - I was stood infront of her infront of a computer and could do a search and filter!! - had to encourage this to be done, and found a couple more that were off site that could be brought over to view. I was also slightly concerned about where I had come to when it was clear that she has no knowledge about cars - I thought everyone (especially of you work at a garage) might have heard of Quattro?!......Nevertheless, we percevered went out to look at the cars - left to our own devices. Was absolutely ready to walk away at this point. Then we met Rocky. The experience was turned round 180°. Rocky made us feel a valued customer, brough the car we wanted to test drive round, explained the best route to go and left us to it. We came back and sat in a booth and started going through all the options. The environment was too overwhelming and overstimulating - echoey, noisy, harsh lighting. Rocky found a quiet office for us to go and sit in, was knowledgeable, answered all our questions and completed the sale successfully. Rocky really put the service in customer service and met all our needs. Rocky was very professional but also very human and made the experience fun. Whilst it got to the end of the workshop's working day, he managed to arrange for us to take the car home there and then. Really pleased with the car and the service that Rocky provided. Thank you Rocky - if you hadn't have been who you were, we would have walked away.
Dangerous cars with dodgy MOT’s!!!! I purchased a car from these cowboys a few months ago. Firstly the whole ‘price match guarantee’ is a scam. We found the exact same car in better condition elsewhere with a significant price difference with 1 previous owner, the car they had was 2 previous owners…. They refused to price match as the car needs to be identical in every way… which is impossible!!!!!! Secondly they charge £499 to use your own finance company as an ‘admin fee’ the admin this relates to…. Is checking the funds have been transferred to their account (a 2.3 second task) Following that I drove my car away…. Half way home the car was juddering and the breaks were not working correctly. I took it to my local garage as I live 40 minutes from Hilton. The car needed new break disks and pads!!!! How did it pass its MOT with warped disks?! I contacted Hilton several times a day everyday for over a week… constant…. ‘Someone will call you back’. they never do. Eventually I spoke to someone who ho said I need to take the car in to be checked so I arranged a day…. Drove in they confirmed the breaks were dangerous and all 4 disks and pads need replacing but said I would need to bring it back another day. I booked another day… took the car in… they hadn’t even ordered the parts…. So I had to rebook….. rebooked…. Took the car in and had the breaks fixed. I’d also raised about an sos warning on the dash… they said I need to bring it back again to have that looked at… so I booked it in again…. Took it back again, waited 3 hours to be told it needs to be rebooked for the auto electrician I told them I would need a loan car as I have 3 children and that is my only car. So booked in…. Arrived last Friday to drop my car, no loan car…. After a lot of faf I was given a Cleo and told my car would be ready 9am Monday. I got in the Cleo…. No fuel…. Having driven the car for 20 mins I could tell the clutch needs replacing! This is a loan car that they have on their website for sale for £7000!!!!! I have then filled it up as they only put enough fuel in to get you to the gulf garage around the corner. I drive back to Hilton Monday to collect my car…. My car was not done!!!! No phone call no nothing. Having complained to the workshop manager he said he would deliver my car back to me, collect the loan car and fill my car with a full tank of fuel for the inconvenience by Wednesday…. I have called Hilton today to find out why I have had no updates or contact and me calling several times yesterday having been told someone will call you back….. my car is not ready as they have broken my mirror and the issue with the gps is still not fixed!!!!! I asked when my car will be ready…. The response was ‘I don’t know I can’t really tell you that but if you need your car back we can rebook you back in for another day’!!! So here I am stuck with an absolute heap loan car which is too small for my family and no date in sight of having my car back!!!! I could cry!!! God awful greedy company who are putting lives at risk!!!! I have reported them to trading standards. DO NOT BUY FROM THIS GARAGE!!!!
I have just purchased my second car from Hilton garage and once again found the buying experience a positive one. I visited over the Bank Holiday Weekend and although the Saturday was extremely busy, we were looked after and treated with courtesy by all members of the team. Sunday was less busy and Lydia B was a total professional who went over and above to make sure we were looked after well. If something wasn’t going to plan she immediately went to sort the problem out herself and updated us along the way. Lydia is an asset to the company. There was a little “hard” sell to take out an insurance policy which was not required… just wondering if this is a company policy to do so? It has not affected my five star rating though.
What a fiasco… reserved a vehicle on line , they said it wasn’t in yet…. After 4 weeks my daughter got a call to say it was ready and an appointment was made. On arrival no one knew anything about it and they did not know where the car was. An hour later they found it, filthy, with empty coke cans in the back. Don’t believe all the good ratings here, that’s is when things are normal, when things go wrong they are completely useless…. They are not interested if you have a problem after they have the money, there will be all sorts of excuses and delays…,,prepare to get angry and cause a scene, then they will listen to you. Their mission is to bang them out, get your money and give you the run around when things go wrong…… that’s where they go wrong, by not stepping up to their obligations….. it is a big investment you are making, don’t be scammed. Hold them to account. Rubbish
The time I am writing this has been the 20th day from when I purchased a car from Hilton garage, it also has been the 15th day from when the car was taken back to the garage because of the absence of reversing gearbox. Since the confirmation of the car was back in the garage, nobody answered the phone or emailed me back about the progress of the refund. I live 80 miles away without a car and I just want to say I still have no idea when they will be available in touch and so I can get my fully paid money back!
Absolutely Atrocious service. I will leave a review on every contact i have with this garage. They sold a car that I have had nothing but issues with. They were notified within a few days of the sale, 3 months later they still haven't resolved the problems. They never call back when they say they will. Customer service "speak to management" but seconds later when I ask to speak to them they're suddenly not available. Darcy, in the service team promised to deal with the issue within 24hrs, 3 weeks later I havent heard from her since. Another call today, with another promise of a call back in the morning. Over £8000 down the drain!
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
