Hilton Garage Reviews 

Matthew provided excellent customer service from start to finish and went above and beyond to make sure I felt comfortable and confident with my purchase. His knowledge, attention to detail, and approachable manner made a real difference, and I never felt rushed or pressured at any point. I couldn’t be happier with the service I received.

I had first class service from start to finish, Lydia was brilliant throughout the process. I was impressed how everything was dealt with really efficiently and even better, I left with my new car on the same day. Would recommend Lydia, and Hilton Garage without hesitation!

Excellent seller and i had a great time in buying car with lydia at hilton garage. Thank you for everything and hope will buy again sometime in future.

Great service

Has a great experience and Matthew Kirby took great care is is when buying the car

(Note: My previous verified review was flagged by the dealership and removed)

Had a highly disappointing experience with this dealership and wish zero stars was an option.

-Sales and Wait Times
Bought a car back in January and the initial process was simple. I paid a deposit to reserve the vehicle and received a quick call to arrange an appointment. However, after driving over an hour to get there, I was left waiting for roughly an hour and a half before being seen. When I finally took the test drive, the car had barely 10 miles of fuel left in it, forcing me to cut the drive short to ensure I could reach a petrol station.

-Warranty Cancellation and Communication Issues
After completing the purchase, I requested to cancel the additional warranty I had bought. Instead of respecting my decision, the salesperson repeatedly pushed me to reconsider and ultimately stopped responding to my emails altogether.

Over the next few weeks, I made multiple phone calls, sent emails, and tried using web chat and WhatsApp. Every single promise of a callback within "10 minutes" or "by the end of the day" etc was completely ignored. At one point, when I finally managed to get through to the sales department on the phone, I was hung up on.
When I reached them again, the salesperson explicitly lied to me, claiming he was waiting on a response from the finance team before he could update me. It had already been two weeks at that point.

-Financial and Admin Disputes
The truth came to light when I bypassed the dealership entirely and contacted the bank finance provider directly. Their finance department handled the cancellation within 24 hours once the bank intervened, proving the salesperson's excuse was entirely false.

Furthermore, the dealership failed to include my initial £49 reservation deposit on the final purchase invoice. I had paid a £49 reservation deposit and an additional £5,000 deposit, meaning the total recorded should have been £5,049. Instead, the invoice only showed £5,000.
They refused to refund the difference directly, forcing me to open a formal dispute with my bank to get my money back. During the dispute, the dealership actually attempted to justify the error with a bizarre mathematical explanation, arguing that:
• £5,000 minus £49 equals £4,951
• Therefore, £4,951 plus £49 equals £5,000
They used this flawed logic to claim the invoice was correct and that no refund was owed. I did eventually get my £49 back through the bank, but the added stress was entirely unnecessary.

To top it off, four weeks after the purchase, the dealership still had not submitted the change of ownership paperwork. I had to personally file a V62 form and pay the fee to the DVLA myself just to get my V5C logbook.

-Final Verdict
While the car itself has been fine, the customer service and after-sales care were non-existent. The amount of stress, constant chasing, and administrative hassle required just to simply to resolve basic administrative and financial errors was unacceptable. I strongly advise anyone considering buying a vehicle from this dealership to look elsewhere.

Nathan was fab and really helpful i’m so thankful

Besides finding a lovely car it was a good experience all round.
Fantastic straight forward advise. Open, friendly, efficient and a no-nonsense approach by sales man, Tom Robotham. Special thanks to him.
We will recommend the garage and we will go back ourselves.

To be honest, the 5 stars go to Lydia. The garage was so busy, we came 40 miles to look at a car that we were interested in but it wasn't for us. This could have resulted in us walking out disappointed but, long story short, Lydia took all the frustration off by looking after us throughout the whole process. After finding out that we didn't like the initial car she sat down with us and tried to find another option that would meet our requirements. And she found the perfect car that I had been trying to find for months! It ticked all the boxes and we left the garage late after shaking hands on the deal. Absolutely amazing job from Lydia organising the MOT check the next day and sorting the delivery soon after. Very friendly, open and easy to deal with. We felt very comfortable with her. Lydia answered all of our questions. I was impressed with the competence she has.
So, 5 star to Lydia. Without her the garage would have lost us as customers.

Pre-sale good: responsive and efficient communication once interest shown. I was able to reserve vehicle and this was extended to three days, helpful to allow me to travel to collect.
Rej was personable and efficient. He pushed the warranty hard. Sadly this already seems good to have as the EV has not been able to be charged since collection. Currently waiting for the AA as no charge remains after multiple failed charging attempts. (Minimal charge put on car at the garage initially did not help matters).
I spent a total of 12 hours returning home, a distance of 140miles. This due to a combination of a faulty charging connection and a battery range significantly short of that predicted using the SoH certificate on website when I was researching.

A great service from start to finish when purchasing my recent car

Fantastic experience with Hilton Garage.
This is the second car we have had from Hilton and they couldn’t have been better. Tom Rodgers was fantastic and helped me through every step of the process. I would recommend this garage to anyone who needed a good car with friendly, informative service.

Thank you Tom and Hilton.

Really helpful, good product knowledge and customer first attitude.

The car purchase was smooth and efficient. The staff member who dealt with us was very patient while we had difficulties getting the bank to do the transfer of money

Paul was fantastic, helpful and nice. Was a pleasure to do business with him. All seems good so far but I'm sure if have any issues they will help me sort them out.

Don’t waste your money here! Called up to arrange a viewing for a BMW X3, drive from Birmingham, when we arrived was told the car was ‘outside’ and open so we had to go look for it ourselves, finally found it and it was locked so had to go back in and get someone to open it. A salesman came and the car wouldn’t start, he called the mechanic who tried jump starting it many times and it wouldn’t start at all, it was sparking. The salesman said ‘nothing we can do, I’ll leave you to it’ and walked off! Having come a long way we decided to still go inside and see if there were any other cars within our budget and were told to sit and have a look on the website. We ended up walking out. They lost out on a sale as we were actually looking to buy a car cash on the day. Anyway gave my custom elsewhere and bought a car.

If this is how potential customers are treated, I would hate to see how people are treated after sale if things went wrong!

Just part ex my current car in today for a different car and I've dealt with Alex and I can't express enough how helpful he is. He is an absolute credit to this company and outstanding at his job. This guy will go far here. If your wanting to purchase a car ask for Alex, you wont be disappointed with your service.

Max was very helpful nothing too much trouble with no pressure or rush he was efficient. Would recommend Hilton garage to friend in confidence.

Lydia was amazing and really patient with us as we had lots of questions & changed our mind about what we’d come to see, thank you for your help!

Cheers to Matt King! 🥂 My car purchase went smoothly, and Matt was patient throughout the process, taking the time to answer all my queries and helping get the deal done. Really appreciate his support and excellent service. Highly recommended!