I Reserved a 2018 Toyota Proace advertised on HPL Motors website and Autotrader for £15832 no vat with a total price of £15832 (screenshots to prove) The following day I had a call from Seon Barnes saying the van was plus vat total £18999, he asked if this is still ok and was i vat registered, I said no, then the hpl website and auto trader advert was then revised to £15832 plus vat (very lively) within minutes. I suspected something was fishy at this point. (Screenshots to prove) He then sent a video and the service receipts, I agreed to proceed and paid a deposit knowing I could claim back the vat later when registered. I was then sent an invoice from HPL Motors which totalled £18999 no mention of vat. I went back to HPL and questioned the invoice saying it was not correct and requested it be revised to show the vat as vat was not shown separately. I was very suspicious. So I done some googling and managed to track down the owner of the van from the service receipts, who confirmed he has sold the van to HPL for 14500 no vat. I pointed this out to HPL motors and that if no vat was to be added to the £15832 then the price should be £15832 as advertised as there was no vat to be added. I was then told that the van had no vat and was £18999 no vat and if I did not want it I would be refunded my deposit. I felt like HPL was trying to inflate the price having a lot of interest and a reservation by myself within a short time of listing it. I copied in the owner J Herman whilst emailing the branch manager Colin whilst trying to resolve and had no response from him either. HPL Motors Preston are breaking the Motor Industry Codes of Practice I told HPL Motors that I would inform the regulators FCA and the Motor Ombudsman and publish reviews and inform all social media and take my story to the press to stop this happening to anyone else in the future. Extremely dissatisfied D Smith (see below response from branch manager) Hi danny We are unable to amend the invoice as the van is 18999 no vat Price was changed to 15832.50+vat so it advertised correctly on all our platforms Thanks Colin Jeffrey Retail Manager Preston Branch Hi Danny Sorry for taking a while to get back to you, I have done a full investigation into this for you I’ve listened to all the phone calls between yourself and Sean and from the first phone call you was told it’s 18999 inclusive of VAT. We purchased the van with out VAT so we are unable to change the order form to show VAT unfortunately, if you don’t want to proceed with the purchase we are more than happy to refund all monies back to you or if you would like to still proceed we can arrange for you to come and collect the van Sorry for any inconvenience this may of caused Kind Regards Colin Jeffrey Retail Manager Preston Branch

After my car broke down in June I decided to go to HPL to purchase a new car. After looking online for a couple of days I found a car I was interested in and booked in for a test drive. I noted a couple of issues which they stated they would fix and was sold a package including warranty and cover for all parts, tyres etc at an extra cost. I agreed to everything with this car due to my last cars engine going, I wanted to be secure with the car my family would be travelling around in. By November, I already had error codes popping up, the car needed servicing (despite a service being completed when I first bought it), the oil light came on and then the engine management light. The dashboard stated "Stop vehicle, repair immediately" . I contacted HPL immediately on 21.11 to book this in to be looked at (a perk of the additional cost i pay each month) to be told the soonest appointment they had was 6th December. Understanding this, I requested a courtesy car (also, another perk from the additional cost I pay each month) to then be told I would have to wait until 3rd December before I could get one as they had none available. Considering I pay all this additional amount which I was told would avoid this situation, they did not seem to bother at how I could travel to work or travel to antenatal appointments for my heavily pregnant partner. Instead, I was met by rude staff who adapted a "take it or leave it" approach. After some back and forth, they found somebody I could speak to so I could discuss my concerns. I complained and explained my situation, to which I was assured they would sort out and offer me a temporary vehicle whilst they awaited the car to be diagnosed and fixed. I was to go away and wait for a phone call that same day, I did not hear anything 1 hour before closing time so had to call up. It was agreed that there was a vehicle they needed to tax that I could take, but would have to wait until the following day where the manager would look into this. I agreed to this and waited until the following day, by lunch - still no update. So I called up, the manager was not available so I was told to wait for a call back. Still a few hours later, I did not hear anything. So I took a walk round to speak with somebody. I was met by an arrogant sales person who told me I could no longer have this vehicle and that this is not something they would do, there were no courtesy vehicles for me. By this point, I had missed 2 days of work due to having no vehicle. I called my finance company to explain what had happened and to get further advice. The finance company agreed that HPL were in the wrong and advised me on the steps to take to return the vehicle. As soon as I mentioned this to the staff, the manager seemed to have time to talk to me. Got my car fitted in for repair the following day and provided me a vehicle that night to take home. I collected my vehicle the following day, they had unblocked the oil pick up pipe which was blocked, completed a service removed cleaned and refitted sump and all faults were cleared. I left happy. Until now, 4 weeks later the same thing happened again, along with a strange noise each time I pressed the clutch. My engine completely stopped and the car would not budge within minutes. I called HPL and advised of what had happened again, they were understanding and advised they could get me in immediately considering it had not even been a month since it was fixed. All I had to do was arrange for the vehicle to be towed in. Having got it in this afternoon, I spoke to them to arrange a courtesy vehicle. Surprise suprise, they switched again. The exact same issue that they "do not have any available", I asked immediately to speak with a manager as again I was missing work due to this issue. I was instead met by an arrogant lady in the service department (a manager) who again approached the situation as "take it or leave it", I have never met somebody so rude. Customer service is none existent in this place. I was not able to speak with anybody else and she would not make any effort to show understanding or try to help. I advised I will be contacting my finance company to which she responded "go on then". Extremely smug. I called my finance who showed compassion and were extremely helpful, they have advised me of the steps to take and we have now began the process in returning the vehicle. HPL clearly sell vehicles that are not 100% in shape and sell promises of packages at a large extra cost for things they will not uphold. I refuse to ever use this company again. Disgusting customer service, daylight robbery! I will be escalating a complaint via HPL and the finance company regarding HPL.

The car I bought 3.5 months ago at 3.5 years old has a failed ECU HPL refused initially to act correctly according to the consumer rights act. They have lied to me on numerous occasions and have only offered a 50% good will payment of costs despite not being able to prove the fault with the ECU was not there at the point of purchase. On a technicality HPL have left me and my 7 month old with no mode of transport for 3 weeks and this repair would not be possible for many more months. No courtesy cars available and still with a large bill to pay at the end of it all. AVOID THIS GARAGE AT ALL COSTS

In short this dealership was recommended to me by a friend due to having a ropey credit history myself. After the most superior communication from Thomas and the work that he and the HPL team put into finding finance for a car, today I signed on the dotted line. NO pressure. Clear communication throughout and unbiased advice. By the end of the nearly 2 weeks of work, may I add without being coaxed to put down a holding deposit, I still walked in today and finally signed my agreement. I would highly recommend this dealership to ANYBODY struggling to find a dealership that cares more about individual circumstances than purely sales. I can’t speak for the other sales representatives, who were all pleasant and friendly, but if you are looking for a new car and you want a person that’s relatable, honest and goes above and beyond look up Thomas at HPL Motors Oldham. Not only will you get the car you want, you’ll get superior service from the moment you make contact. Thank you so much Thomas & HPL Motors team. One very satisfied new car owner.