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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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WOULD NOT RECOMMEND!! AWFUL CUSTOMER CARE AND SERVICE. Originally I had looked at a car at the show room which was that was described and still is as ‘excellent condition’ online, however this had a 10cm scratch to the metal on the door and was told that is what you get when buying a used car, but they had no record of the scratch and did I have a photo? This should have been my first warning. I then rather optimistically placed a deposit online for a mini, I was yet to see this car in person. I had requested a call back in an evening to arrange a test drive and collection. They called me back in the afternoon when I was in a meeting and couldn’t answer. Then did not then call me back, so ended up calling on 4 separate occasions just to speak to a person, who couldn’t help me as the person I needed to speak to was busy and was told they would call me the next day, which they didn’t. This should have been my second warning. I eventually called and arrange I’d pick up for the next Friday, 5 days later. I could see that it had its MOT renewed as this had less than 6 months originally, so was excited to pick up my new car. Today I went to collect the mini. I had arrange an appointment for 1pm after arriving I then waited over half an hour to be seen. I was told the person I had dealt with prior had left the business. Not to worry though the car was all sorted and ready for me to take today. They then processed to give me the key to take the car for a test drive. They don’t come with on this, just let you go all rather odd. We walked over to the mini to see that we couldn’t take it for a test drive as it was blocked in. I went to ask for the car blocking it to be moved this took 15 minutes for someone to come. In this time we noticed there was 3 chips in the windscreen, one at least 2cm wide, several paint chips, the racing strips were discoloured, nothing like the images on the website and the car was very dirty on the outside to say it was ready to go. After I pointed this out I was told it hadn’t been valeted, the car would need a whole need windscreen and there was nothing they could do about the racing strips as it’s used car. I was applaud that they would show a car that was meant to be purchased that day in that state. The team then proceeded to blame this all on the person no longer with the company, but surely his accounts should have been passed on to someone, surely someone does an inspection of all cars prior to the day there sold. At that point I decided not to test drive the car and to cut my loses and ask for my deposit back. They said they will return this but will take up to 10 days to receive. Overall I’m extremely disappointed as I was very excited for my new car. But don’t worry it’s been 2 hours and the car is already back on the website. I won’t be wasting my time looking at a car there again and suggest you don’t either.
Went to look at and test drive a car on Sunday March 29th the all smiling charming salesman got the keys and allowed us to go test drive for about 15 mins. Great we thought until discovering there was only 7 miles worth of fuel in it (not going to last 15 mins). All was good and decided to purchase the car. The salesman asked if we had any questions and we asked if the car could be got ready for collection on Friday as this was the first opportunity we had as we both work. His reply was we turn cars around in 48 hours so the answer was NO unless we agreed to pay £30 per day storage for a car they had on sale possibly from mid January and they would require full payment by Tuesday the 31st of March. He would not budge on this ridiculous situation so the alternative was to have the car delivered at a cost of £72. We were then told the car would be delivered on Thursday the 2nd of April and the delivery people would call with a time slot. They did not. My wife called them from the house phone to fine out what was happening at about 12pm and was told they would call back. They did not. She called again just over 1hour later from the house phone and that call did not get answered but whilst the house phone was calling she rang from her mobile which was answered straight away. Can't for the life of me think why that would be. 10 minutes later she has a text from the delivery company saying the car will be delivered on the 2nd. The only decent communication we had was from the delivery company saying he was going to be late which was ok as at least we knew. I wish we had walked away as the whole experience was in our opinion horrendous from storage charges and lack of communication and finally getting the car at 7.15 pm. We will never return or buy another vehicle from Hilton garage as it appears to be a case of we've had your money and we don't care.
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
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
