Leighan W

Disappointing experience

I’m really disappointed with my recent experience at Hilton Garage. We visited after a recommendation from a friend and enquired about a Volkswagen T-Roc on Wednesday 21st January. I received a call within minutes (at 8:13pm) offering support in securing the vehicle. I paid a £49 reservation fee and was booked in for a viewing on Saturday 31st January at 3pm. Although I was told the vehicle wasn’t on-site yet, I was assured it would be available by the 31st. I didn’t question this, as it was ten days after reserving the car. However, when I arrived for my appointment (having left work early and travelled 40 minutes) I was told the vehicle still wasn’t there. I was also told I should have received confirmation before attending but no one had informed me of this. The following Monday, I received an email stating that the car I had reserved had been rejected due to an engine management light. No phone call, no apology and no acknowledgement of the inconvenience caused. The communication throughout was extremely poor. I won’t be purchasing a car from Hilton Garage and will be going elsewhere after they’ve wasted two weeks of my time.