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Hilton Garage Ltd
The Mease, Derby, DE65 5FJ
derby
4.4 (9,898 reviews)
Joined 2008
Hilton Garage Ltd
The Mease, Derby, DE65 5FJ
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I had a very disappointing experience with Hilton Garage. I completed all the required steps online, and the final stage was booking a schedule for a test drive and car collection. I travelled a long distance, which took around 2 and a half hours. When I arrived, I was told that the car I had applied for was already taken by someone else. I was never informed in advance—no email, no message, and no phone call. This lack of communication wasted my time, effort, and travel expenses. I expected better professionalism and proper notification, especially after completing all the requirements and confirming an appointment.
Without doubt the worst customer service I have ever experienced from a dealership. Shortly after purchasing my vehicle, I experienced a recurring engine management fault. What followed was months of chasing, conflicting information, ignored emails, unanswered phone calls and broken promises. From the beginning, I was repeatedly encouraged to take the vehicle elsewhere rather than having the issue properly dealt with by the dealership. I paid for an independent diagnostic assessment, arranged further inspections and spent countless hours trying to get answers, all while the fault remained unresolved. I was repeatedly told different stories by different members of staff regarding the fault, what repairs had been carried out, and what the next steps were. At various points I was told the vehicle had been repaired, that the injector may not have been replaced, that they were waiting to see if the warning light returned, and that other work had been carried out. Nobody seemed able to provide a clear or consistent update. Communication throughout was appalling. Emails regularly went unanswered, phone calls were ignored, and messages were not returned for days at a time. On several occasions I was promised a call back that never came. There were days where I called repeatedly just to get a basic update. It was only after I raised my rights under the Consumer Rights Act and indicated that I was prepared to take further action that meaningful progress was finally made. Customers should not have to mention legal action before their concerns are taken seriously. The vehicle was eventually returned after significant delays, but the entire process was stressful, time-consuming and completely avoidable. My advice to anyone experiencing similar issues is to keep every email, keep records of every phone call, know your rights under the Consumer Rights Act, and don't be afraid to seek advice from Citizens Advice, the Motor Ombudsman, or pursue legal remedies where appropriate. Based on my experience, I would not recommend Hilton Garage.
First visit to view car and test drive was good, Aaron was helpful and knowledgeable. Satisfied and car was purchased but, unable to take same day as work was required which we were led to believe would be started following day. Next day car MOT , 10 days later car was collected. It was frustrating waiting however it does hopefully give future customers the satisfaction in knowing no car is released until safety checks are carried out along with any work required. Customer Service keep you updated on progress of vehicle, thank you to Derbyshire branch well done.
Bought my Audi A1 on Monday. Home delivered by Thursday. Hilton Garage we’re a pleasure to deal with, friendly, professional and really helpful. The whole process was so smooth and they kept me informed at all times. The guys who delivered the car were so nice and the car itself is in wonderful condition and great to drive. I would highly recommend Hilton Garage all round.
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
