i would give 0 stars however that isn’t an option so i have had to give a 1. Staff wasn’t helpful at all. I asked them to get the vehicle ready for myself i had a 3 round trip to collect the vehicle. On collection I was told it would be half an hour to check over my vehicle, an hour and a half later I was seen to. Then i found that there was body damage to the vehicle and i got fobbed off and was told basically because it is a used vehicle it’s down to me to sort. Now having to pay £168. And £240 for a new windscreen. Not acceptable if you ask me. Specially on the website pictures the damage wasn’t shown. Also put on the invoice they get me my reservation fee back and haven’t done so. Hard to contact and swapped over salesmen because they are going out drinking with their mates. Not a friendly welcoming at all. Working in the motor trade industry I would never treat a customer the way I was handled. Furthermore, the windscreen has been left with scratches from the wipers and I’m more than likely going to be told they aren’t going to do anything about it. Told me to go into the carpark to move my new vehicle to sort my insurance out. Didn’t even give me the option to sit in the waiting room where it was warm. Never did they show me how the vehicle worked. I had people flashing at me because my rear lights were off going down the motorway. I had to go into the services and get someone to help me. Also left me with no extended warranty on the vehicle. Feel like now they have my money they aren’t bothered. Still waiting for my £349 to be returned and to receive my new V5 to get this sorted is a nightmare. Just being ignored and false promises when I should receive it.

My partner was eager to buy a BMW 2 Series, and after finding one that seemed perfect, she reserved it at Hilton Garage in Derby. We were both excited and went together for the test drive, and she was ready to trade in her Ford Fiesta to make the purchase. Upon arrival, the sales guy welcomed us and showed us the car. Unfortunately, the car was dirty both inside and out, which immediately raised concerns about the level of care and attention given to the vehicles on the lot. My partner quickly noticed that one of the holders at the back of the console was loose and could be pulled out without any resistance—clear evidence that the car hadn’t been properly inspected before being put up for sale. Despite the car’s condition, the test drive went smoothly. However, once we returned, the sales process took a disappointing turn. The salesperson immediately started pushing a range of add-ons, from interior protection packages to a very limited warranty. Hilton Garage offers only a 30-day warranty, which pales in comparison to the 12-month, comprehensive warranty typically provided by official BMW dealers. When we expressed our concerns, the only thing he could offer was to sell us the most expensive warranty at £1,099 instead of £1,299. This warranty was still limited, covering only up to £5,000—an offer we found laughable considering the potential costs associated with a BMW. To add insult to injury, he valued my partner’s Ford Fiesta at just £3,000, even though it’s worth around £4,000. He claimed this was the best they could do. The best line, however, came when he said, “If you don’t buy this car, somebody else will.” It was clear that the pressure tactics and dismissive attitude were more important to him than actually addressing our concerns or making us feel confident in the purchase. Not sure where they were learning how to sell, but it certainly wasn’t customer-focused. I suggested to my partner that we should visit a BMW dealership instead, and we left. At the BMW garage, the experience was night and day. They offered us a BMW 2 Series in immaculate condition, with a 12-month warranty, breakdown cover, and a full tank of petrol—all for a lower price than Hilton Garage. On top of that, they offered £800 more for the Fiesta. This is how business should be done. In conclusion, I wouldn’t recommend Hilton Garage. The whole experience felt like the staff were poorly trained and more interested in extracting as much money as possible without giving anything of real value in return. Save yourself the trouble and go to a reputable dealership where your business is actually appreciated.

The car broke on day 1 and took over 10 days to refund

Sold my car through Motorway to this dealership. Motorway told me I would receive contact from the dealership within 48 hours to arrange collection. This never happened. I contacted the dealership myself on the 2nd August, who by the way are almost impossible to get through to, to arrange the collection and was told the transport company had tried calling and emailing me. Major BS. Anyway, I manage to book collection for next week on the 7th August. Or so I thought. 6th of August comes around and I haven’t heard anything, no emails, no calls. No word of anything to let me know everything is good for collection tomorrow. I contact them again. They confirm, yes you’re booked in for tomorrow. Great, yet again so I thought. 7th of August, (today), comes around and my Mum has agreed to take the day off work to wait for them to come and collect my vehicle. (I was told on the phone, when booking, to provide them with her number so that the collection people could call her with a time slot.) She agreed this as it is my birthday and I was unable to get the day off work, she wanted to make it hassle free for me so that I could come home and enjoy my afternoon. At 1PM I get a text from my Mum, “Hi, James not heard from them yet. You told me they would give me a time slot right?”. That is what I assumed. I called up the transport team again, asking if everything’s okay. “Yes it’s still booked for today I’ll chase the collection people and get them to give you a call ASAP.” 4PM comes, I’ve finished work and got back home. My car is still on the driveway, neither of us have had calls about the collection. I wait another hour and then call the dealership, the person at reception tells me “The transport team will call you back within 10 minutes.” Amazing, you see where this is going. It is now 6:44PM and no one has called me, all the rest of my calls have been ignored and my car is still on the driveway. No idea if they even bothered to book it in for collection to be honest. But tomorrow I’m going to report back to Motorway and tell them to sell to another dealer as this has been a terrible experience with this dealership and I would warn anyone who reads this to STAY AWAY. I’m generally really understanding and fair and I trusted these people and the process that they had told me was underway. But wasting mine and my parents time as well as lying time after time to me is just not justifiable. Seriously had better things to do than waste my 24th birthday chasing the sale of my car but here we are.

Bought a car and found it to be damaged only days after. Little or no help when this was raised and fobbed off. I expected better. Sharp practice - Avoid!!!

We went to have a look at purchasing a new car. We got to look round at ease without anyone jumping on us. When they did come to us they were very helpful, we were made to feel very welcome, nothing was to much for them as we had lots of questions. Nathan Tye was the young chap that helped us. He made everything very easy for us and was a great help. He was also very polite. Would definitely recommend purchasing from Hilton Garage.

Son purchased a vehicle and now cannot contact to arrange delivery seems now they have his money they don't want to know they never answer their phones either and break promises to call back he's been trying to call them since Thursday

Just to say very disappointed with this garage. Was given a part exchange price before agreeing on a vehicle. However when came to exchange they made a decision to change their price after inspection. Poor customer service. The Manager didn’t have the audacity to explain. Stay clear from this company. Absolutely disgraceful.

I went to Hilton garage to purchase a vehicle with a part exchange in mind. The Hilton garage stated they could not accept my vehicle, as it had a CAT B recorded against the registration. The date of the CAT B suggested I had suffered the right off, but I found this unbelievable as I had not suffered any accidents. On enquiries with the DVLA and 2 independent HPI checks, it was confirmed that NO REPORTS were held on my vehicle. The Hilton Garage would not accept this, and stated I needed to speak with Experian and Autotrader, the provider of their checks, as this is who they go by. As I was keen to purchase their vehicle, I subsequently paid their relevant holding fee whilst I attempted to resolve the matter. I then commenced an investigation of my own over the following week, contacting both Experian and Autotrader, who, after exchanging emails with the relevant company investigation departments, cleared the CAT B as added in error. I recontacted Hilton garage in order to continue with the sale, only to be told that due to the week delay in purchasing, my car was now worth £2,500.00 less. This has raised some serious concerns for me in entering into any contract with this garage. I feel the whole experience with Hilton garage to be an absolute shambles, disgusting customer service and to be honest, quite concerning in relation to the practices by this company. I strongly suggest you avoid at all costs. Something is just not right.