written by bonehead33 on 24/05/2023
Terrible. This was my 4th car from Hilton Garage over the years and what started as an impressive outfit have declined considerably and now operate like a dodgy back street car dealer from the 80's. So I bought an A7, reg A7XYO, from them. I highlighted some paint repairs and a tyre with a chunk out of the sidewall that needed replacing to the salesman which was agreed as was the full asking price. Waited (an unnecessarily long) 2 weeks to collect the car only to find the the tyre was still on the car and the paint looked like it had been touched in by a child with their fingers. In the wrong colour too. Conveniently the original salesman wasn't available however salesman 2 was happy that, although in his words the touch up "wasn't the best", it was acceptable and I should take the car as is. As the car was a 2015 I should accept the accident damage to the bumper as normal, he said (!) The tyre, he had been told, now wasn't sufficiently damaged to warrant a replacement. (Would you buy a performance car to put your kids into and be happy to drive away with a 2" chunk out of the sidewall, especially with a replacement tyre being previously agreed?) Later the sales manager disagreed with Salesman 2 and reconsidered the paint repair (but should it have needed arguing for - they had 2 weeks and its terrible - where are their quality standards that they trumpet so loudly?) but still refused the tyre replacement. No doubt in the response below, if they bother, they will say the tyre was perfectly ok with a chunk missing (!) but the point is that a replacement was agreed with the salesman but not honoured. Their opinion later on the safety of the tyre is inconsequential - a replacement was agreed at the point of order. Apparently he must have forgotten to write it down on the job card...or I was wrong - must have been one of these two? I asked the sales manager to contact him for confirmation of this agreement but he didn't. Maybe customers need to record sales people here to ensure promises are not made and then broken? In summary the reasonable prices have kept me going back to Hilton but they are happy to lose an £19k sale, a 4x repeat customer who now changes cars every year and all my friends & family as potential customers over a tyre. This is the kind of company Hilton now appears to be which is a shame. I am warning all against Hilton's shoddy practices on various review sites and hopefully you will reconsider them too. Be very careful here.
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