Hilton Car Supermarket
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Buyer beware!
Before you approach this company, check the negative reviews. The same themes occur repeatedly and regularly over recent years. Attentive service until they have your money, and then if any after-sales issues arise, the customer is frequently stalled or ignored. Cars are sold with the claim that they have been serviced, but the number of problems occurring with many cars after purchase show this is not the case. It is the luck of the draw whether or not you will soon have problems with the car you buy here; if you do, do not expect any after-sales care or support. My son recently purchased a VW Golf here, and within very few weeks the warning light for brakes was showing. Hilton Car Supermarket asked us to take it to a garage to be checked. The front brake discs and pads all needed replacing, which cost us over £300 ~ it was sufficiently serious to require immediate attention, and was obviously a fault that the company’s ‘servicing’ should have identified and rectified. I informed HCS, after which there followed 2 weeks of evasive behaviour, stalling, promising to phone me back and then not doing so. When I lost patience with the manager dealing with this, I managed to contact the salesman who had sold us the car. He looked online and said ‘Oh yes, you haven't sent us the invoice!’. I informed him I had sent the manager the invoice nearly 2 weeks previously. He said he would go and talk with her. When he returned, he said she would phone me that day. She didn't This did not surprise me, as she had said the previous week that she had a meeting with her manager that day, with whom she would discuss the situation, and then get back to me. She didn't. All we wanted was a plain answer as to whether or not the company, if it was not covered under the warranty, would make a goodwill gesture to my son and help with the payment, as the fault was not a new one. The company did not afford us the respect of even giving a simple reply, whether positive or negative. The standard response from the company to complaints such as this is to say how sorry they are, how they will try to improve, how they are grateful for the feedback. This is pure flannel ~ these problems are ongoing, and are not being addressed. The phone message that is repeated when you are waiting on the phone goes, ‘Here at Hilton Car Supermarket we take pride in giving you the best customer experience!’. I don't know how to respond to this nonsense. I will be spreading the word amongst my friends, contacts and local garages about this company's shameful and insulting after-sales behaviour. It is truly disgraceful. BUYER BEWARE! UPDATE AFTER RECEIVING THE REPLY BELOW: This is surely an automated reply. I am addressed as ‘Jones’, and the failure of the brake pads and discs is referred to as ‘a warning light issue’. I am asked to contact the separate after-sales company, who two weeks ago said they couldn’t help and referred me back to the Hilton Car Supermarket. I told HCS very clearly that this is what had happened. I have no intention of wasting any more of my time. I thoroughly resent being taken for a fool, and I have had enough of being palmed off in such a disrespectful way. Well done, Hilton Car Supermarket. You have saved yourselves £300 of a young man’s money, but you have lost this customer. I know, reading the other negative reviews, that I am far from alone. I will be posting this review on all the available review sites. Buyer beware? I would say now STAY WELL AWAY FROM THIS COMPANY. You may be lucky, but you should not have to depend on luck when buying a car.