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