Hilton Car Supermarket
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Used car dealer you can't trust and you shoudn't
As a used car buyer on behalf of clients, I purchase 30-40 cars each year, so I have encountered a wide variety of dealerships—both large and small, independent and franchise. Prior to this experience, I viewed another vehicle at Hilton Car Supermarket for a different client, which was not quite ready for sale (I drew the salesperson’s attention to an unknown noise coming from behind the engine and he later confirmed it.). For the car I wanted to see this time, I had to reschedule my visit twice as I was informed that the vehicle wasn’t yet prepared. After speaking with the salesperson for the third time, I was assured the car was ready, so I visited the dealership. However, after the car was delivered, I noticed several issues that appeared to have occurred between my inspection and the delivery, or perhaps the car had not been properly prepared from the start. Firstly, a low tire pressure warning light appeared on the dashboard, which was not present during my inspection. This should have been addressed before delivery. When I raised this with the after-sales manager, I was surprised by their response, as they suggested this was a common issue. This implied that they might not consistently prepare their vehicles to a satisfactory standard. While I take some responsibility for not halting the purchase for my client, the vehicle delivered was not in the same condition as when I first inspected it. Alternatively, it may never have been properly prepared, though I did not notice the sound of glass rattling in the tailgate during my inspection. After delivery, glass fragments were found on the rear seat on the driver's side, and additional pieces could be heard rolling inside the tailgate whenever it was opened or closed. This understandably frightened my client’s children. Furthermore, rust marks were discovered inside the driver's side door. To add to the concerns, when the vehicle was delivered, it lacked the new keeper’s supplement. I had to contact the salesperson to obtain a copy in order to tax the vehicle. Additionally, the confirmation email for the new keeper was sent to the wrong email address. Throughout the entire purchasing process, only one document—the sales invoice—was provided. Other documents, such as the warranty statement (which the sales manager had indicated would be included), were not offered.
