I visited the garage last Sunday to view five specific cars, none of which were available despite being advertised. I therefore booked an appointment for today (Thursday) to view one of them. Prior to the appointment, I called to confirm—and at no point was I informed of any issues regarding the car’s availability. When I arrived, I asked to sit inside another car while waiting. I was left standing in the cold for 20 minutes with no communication. Only after I went back inside did someone finally locate a staff member to open the vehicle. It was only then, when I asked whether my appointment was ready, that I was told the car I had booked to view wasn’t even at the garage. The member of staff apologised, but frankly, it is nowhere near good enough. We had driven 30 minutes for a scheduled appointment, and the receptionist had failed to mention this even when I spoke to her half an hour earlier. The lack of communication is unacceptable. This entire experience highlights a complete breakdown in organisation. It seems staff have no idea which cars are available or where they even are. As a family, we have previously purchased two cars from this garage, which makes this experience all the more disappointing. Unfortunately, after today, we will not be returning.

This has quite possibly been the worst and most stressful car-buying experience of my life, and I feel compelled to warn others so they don’t go through the same ordeal. I purchased a vehicle for £25,500 (paid in full by bank transfer), only for it to very quickly become apparent that the car had major underlying issues. A Mercedes specialist diagnosed serious engine problems, with repair costs estimated at around £15,000, as well as two cracked alloy wheels – all of this despite the car having just passed an MOT. This alone raises serious concerns about the checks carried out prior to sale. When I contacted the dealership, the experience went from bad to worse. Communication was shockingly poor. I was repeatedly promised phone calls that never came, endlessly chased for updates, and generally made to feel like an inconvenience rather than a customer who had just spent a substantial amount of money. Eric in the service department was particularly rude and unhelpful, showing little interest in resolving the situation or treating me with even basic courtesy. The warranty they tried to sell me was effectively useless, covering labour rates of only £60 per hour, which is completely unrealistic for a vehicle of this type and value—especially when specialist work is required. This was never made clear in a meaningful way at point of sale. Despite providing an independent specialist diagnosis, the dealership went into complete denial about the faults. I was told that because I paid in cash, they “couldn’t just refund me” and that they would need to inspect the car themselves, which could take weeks just to get workshop space, followed by another week to process a refund after diagnosis. This felt like nothing more than delay tactics. They were extremely quick to take my £25,500, yet suddenly very reluctant when it came to discussing returning the money for a car that clearly was not of satisfactory quality. After-sales care is non-existent. Once they have your money, you are very much on your own. I would strongly advise anyone considering buying from this dealership to think very carefully and look elsewhere. This experience has caused unnecessary stress, wasted time, and serious concern over consumer rights and vehicle standards.

I’m really disappointed with my recent experience at Hilton Garage. We visited after a recommendation from a friend and enquired about a Volkswagen T-Roc on Wednesday 21st January. I received a call within minutes (at 8:13pm) offering support in securing the vehicle. I paid a £49 reservation fee and was booked in for a viewing on Saturday 31st January at 3pm. Although I was told the vehicle wasn’t on-site yet, I was assured it would be available by the 31st. I didn’t question this, as it was ten days after reserving the car. However, when I arrived for my appointment (having left work early and travelled 40 minutes) I was told the vehicle still wasn’t there. I was also told I should have received confirmation before attending but no one had informed me of this. The following Monday, I received an email stating that the car I had reserved had been rejected due to an engine management light. No phone call, no apology and no acknowledgement of the inconvenience caused. The communication throughout was extremely poor. I won’t be purchasing a car from Hilton Garage and will be going elsewhere after they’ve wasted two weeks of my time.

great service, really helpful and made the process simple and end entertaining!! thank you Leon highly recommend!!

Brought a car off these 4 years ago was pushed into insurances on a car that was 2 thousand pound overpriced I tried to pull out got it ditched on my drove tried returning it got ignored. Pieces of plastic missing, 4 budget tires the clutch fell apart 3 months after purchase was rejected by there parts cover said it was me not the previous owner. 4 years later ring me to try rip me off buying it back. AVOID THIS COMPANY

When to look at car in September. It wasn't on the lot so they said it would be 10mins, took near 40. Had a wander round it and all looked great, nice size so asked for a test drive. 40mins later and we drive it off for a run. Lovely drive, absolutely into it. Took another 30mins to speak to a sales person, who brought up the pictures of the car, scrolled through them, told us he'd never seen this car before, sat back in the chair folded his arms and said any questions?!. Guard up immediately and we walked away from the car. After discussing the car in the evening we called the garage the next day and said we would like it. We asked about the scuffs that were on the front of the car and the wheel trims. They said it would cost a non refundable £49 quid to take it off the market before they'd tell us if it was booked in for work. We said we wouldn't pay (argued) and wanted to speak to service to discuss when it would be fixed. They relented and we spoke to services. It was booked in for the Tuesday. This was Friday. We said great we'll have it, £400 holding fee. £100 a day! Even though they were technically only holding it for 2 days as the other days it was in services to fix the scuffs but by the by we paid as this would come off the total now we'd made up our minds. We went the Thursday to collect, late evening as we both had work and lived 1hr away. We didn't drive away till 2hrs later, with a lot of faffing and waiting. It was dark when we got a look around the car, hopped in and drove home. When we had a good look at the car the next morning we noticed a trim on the front passenger window was slightly out of line. We pressed it down and it clicked into place but revealed a fair size of rust underneath. We messaged the lady in sales (name removed as they don't like names on bad reviews) who said we needed to send pictures to services. We did this and was told they'd get back to us. 2 weeks of silence. We called them. The sales lady is no where to be found and apparently we couldn't deal with anyone else other than this particular person. So we called the next day and still nothing so we escalated to management whom weren't aware we had a problem, nor had they apparently received said email or pictures so we resent. They said they needed to order part (didn't specify as it's not a part that needs replacing we have no clue what they're referencing) and said they'd be in touch. We are now 5 weeks in and still nothing from them. It's such a shame cos we absolutely adore the car!

Bought a car less than 3 months ago and it’s already faulty. Hilton taking zero responsibility and what’s worse is now they’ve resulted to actually ignoring us! Avoiding our calls, not replying to emails, passing us to everyone apart from the people we need to speak to! Upsold a warranty that doesn’t cover the issue of the car…typical! Now being faced with a £5K bill for a car we have owned for 3 months!!! Trying to leave as many reviews to hopefully save some poor soul from being scammed by Hilton like we have. I know everyone takes reviews with a pinch of salt, we did exactly that when reading the reviews on this place but I beg you listen to them, it all seems fine in the start then before you know it you have been played! Go literally anywhere else I beg you do not give these scammers any of your hard earned cash!!!

Recently purchased a used vehicle, friendly, professional service from beginning to the end, no pushy salespeople, would highly recommend. Special mention to Matthew King who sorted everything hassle free Thanks again N.Schofield.