HPL Motors - Preston Anmeldelser 746

Really poor customer care. Frequent confusion and misinformation from sales person Sara. Incorrect information given on vehicle servicing, keys and then was unable to meet customer contract with car maintenance contract twice. Really disappointing experience

After searching for a particular model and specification, I recently purchased a vehicle from HPL Preston. From initially enquiring about the car, the service I received from Jason throughout the purchase and handover process has been absolutely amazing. Everything was explained to me in detail as this was my first electric purchase and I only ever received advice with no hard sell.

We recently purchased a vehicle from HPL Motors and cannot recommend Jack Davies highly enough. Despite us calling at very short notice to reserve a car, Jack went above and beyond to ensure the vehicle was fully prepped and ready for our arrival.

Throughout the process, Jack was incredibly attentive and patient. He gave us the space we needed to inspect the car thoroughly before guiding us through a test drive, where he was flexible enough to let us choose our own route.

The part-exchange process for our older, high-mileage vehicle was handled very fairly, and the team managed all the paperwork seamlessly. What impressed me most was Jack’s professionalism regarding the optional extras; although we declined the additional coverages, he was completely respectful of our decision. Thank you, Jack, for making this such a positive experience.

From entering the showroom was pleasantly greeted with an advisor willing to help and I was given to Nathan Blake. Which did an excellent job from explaining to helping and the sales pitch was excellent. I would highly recommend. Thank you.

Whilst I didn't actually purchase a vehicle from HPL as I found my exact option I prefered elsewhere, the service I received from Lily was fantastic. Enthusiastic, responsive and went out of her way to respond to my questions. I will return when we renew my wife's vehicle.

Jack was brilliant and understanding on the vehicle I want to purchase.

From the start the salesman (Dylan)done and answered everything spot on also with me coming down from Glasgow things had to be right Dylan provided me with all the info I needed and when I got to see the car it was everything he had said the video he sent me never done the car credit the hand over of the car was very smooth no hold up air messing about Great service and a very nice dealership would buy from here again and would recommend to anybody

Bought a car from them 12 months ago and was told it came with two keys. When I went to collect it, they suddenly claimed they’d “lost” the second key and expected me to pay for it myself. After months of chasing, I had no choice but to go through Mercedes
I also paid extra for tyre & alloy cover and an extended warranty—both of which now seem completely pointless. Had a tyre pressure issue? Not covered. So what exactly did I pay for?
Now I’ve put the car in for an MOT and a £300 service, only for it to fail and come back with a quote of over £1000 for repairs. So I’m now looking at over £1300 in total—and surprise surprise, the “extended warranty” doesn’t cover that either.
All of this within just 12 months of owning the car, and I’ve only done 6000 miles. It’s an absolute joke

90 mile round trip to be told car not ready and cannot be driven away, this was after a call this morning to double check, absolute waste of my time and money driving here, be warned they tell you one thing and do not commit

Nathan Bartlett made this an easy transaction. Did everything that was promised and was both thoughtful and helpful at all times. Made buying the car an easy transaction - thanks Nathan

Great experience and Price... good communication and big thanks to Josh the Salesman...

Great service from Daniel Fisher
Highly recommend

Sara Bennett absolutely fabulous!!! HPL service team Connor has been awesome aswell.

Atrocious service from the Preston branch of HPL.
Found the description of a car on their website, which suited my requirements - no photo's available as it was 'under preparation'. Reserved the car to avoid disappointment and, made arrangements over the phone with them for a test drive the following day, around midday. I specifically asked the person on the phone to check and ensure the car would be ready and available for me, as it required an 80 miles round trip. She went away, then came back and confirmed, yes the car would definitely be there, ready, and I should ask for a specific sales person.
Took the day off and drove to Preston. Asked for the nominated salesperson as told, at Reception, then took a seat and waited..... they never appeared... After 40mins waiting, I approached another salesperson who was most apologetic. He looked on their system for the car, but advised that it wasn't on site and couldn't confirm when it would be. Potentially, he advised it could be delivered to a HPL branch more local to me for viewing, but there was no definitive, and no timescale provided.
In all, a complete waste of my time and 80 miles worth of expensive diesel driving up and down the busy motorway network on a sunny school holidays day!
Very dissatisfied...

BEWARE
Fantastic on day of viewing and buying,.
On day of collection, scratch to back not sorted as promised, only 1 key, told there were 2, this has cost ,me another 176.00 to get a second key.
Scotch guard on seats had not been done so we had to drive home in wet seats,We noticed this or it would never had been done, even though it was paid for. When getting home we realised there was no owners hand book or service history and got told when we come back they would fix this scratch and give us the owners manual and service history. Came to get it fixed got told they can’t find owners manual or service history and the whole back bumper would have to be replaced which would take a day and they were debating giving me a replacement car for the day
Think twice before buying off of these, all nice and helpful until you sign the contract then it's a lottery if you get what you have paid for!!!

Just purchased a fab car from HPL in Preston. I dealt with a lovely gentleman called Josh Hart, which I did remotely as I live over 100 miles from the dealership. There was no pressure to buy and Josh guided me through the purchase procedure, including signing all the documents online (he was very patient with my lack of IT skills) and even made a detailed little video of the car for me. My car was delivered by Kieran and Tyler, two polite and friendly young men. They apologised for a splash of mud on the bumper and even topped up the fuel tank! All in all a very pleasant, smooth experience thanks to Josh and the team. My partner is now considering making his own purchase from the dealership. Thanks so much HPL

Fantastic on day of viewing and buying,.
On day of collection, scratch to back not sorted as promised, only 1 key, told there were 2, this has cost ,me another 176.00 to get a second key.
Scotch guard on seats had not been done... We noticed this or it would;D never have been done, even though it was paid for. No owners hand book or service history... They can't find it....
Think twice before buying off of these, all nice and helpful until you sign the contract then it's a lottery if you get what you have paid for!!!

I recently purchased a 2022 VW Passat Estate GTE Advanced from HPL Motors Preston, and while the car itself is good, the overall experience has been mixed - strong pre sale service, but poor aftercare.

Pre sale – genuinely positive

Simon was extremely helpful: he sent a detailed walk around video, answered questions promptly, and gave me his mobile number for direct contact.

One issue did arise — the advert on the HPL website claimed the car had a reversing camera, but the video showed only parking sensors. When I asked about this, he said it was a data entry error, and I chose not to pursue this further.

When I asked about any bodywork issues, I was told “not that he could see”. When placing my deposit, I asked multiple times to ensure the car’s hybrid battery had charge so that I could test all it’s drive modes, he assured me it would have “some” charge.

Collection day – a good start, then issues

Simon was on time and the car was clean, but several issues immediately surfaced:

• Tarnished chrome roof rails – this contradicted the earlier “no bodywork issues” comment. When I asked for a small discount due to this, I received a blunt “no”, followed by “management’s approach to this is someone else will just come along and pay full price if you don’t”. This response genuinely took me aback.

• Coolant below minimum – strange for a car that had been “serviced” when they got it, and hadn’t moved anywhere until sold. This was resolved before I left.

• The car’s hybrid battery had not been charged, despite multiple confirmations that it would be. The blame was pointed to the valet’s, who’d “forgot”.

• The major bug bear - I specifically asked if both keys worked, Simon convincingly said yes. I trusted this response.

Post sale – where the experience really fell apart

The next day I tested the spare key and it did not work, even after fitting a new battery. The LED lit up but the car didn’t respond.

Given that I had explicitly asked whether both keys worked and was told “yes,” this was extremely frustrating.

Worse still was the aftercare.

• My messages to Simon went unanswered.

• Calls to his mobile were ignored.

• When I finally reached him via the main dealership line, he acknowledged the messages and said he’d speak to his manager and call back — no call back.

• The next day, I was told he was “with a customer” and would call back again, no call back.

The drop off in communication after the sale was astonishing.

Here comes the good part – when I took the spare key for re-programming, the auto locksmith advised that it was a non-genuine key, and had never been programmed to a vehicle before (a blank). There are two likely scenarios:

1. The previous owner who sold it to HPL had lost a key, bought a blank (had the blade cut to match the retained key), and flogged it to HPL, who in-turn did not do their due diligence. Or:

2. HPL bought the car with one key, bought a blank (had the blade cut), and sold it with two “working” keys, hoping for someone like me to take their word for it.

Unfortunately, it’s unlikely I’ll ever get to the bottom of what really happened.

Ultimately, over multiple conversations with manager Connor, HPL did cover the £250 cost of the key re-programming. I thank him for his professionalism and prompt resolution. I could have done without the headache though.

Conclusion

I am pleased with the car overall (except the tarnished chrome) but the experience has been overshadowed by disappointing aftercare and avoidable frustrations — from the uncharged battery and tarnished roof rails, to the non working spare key and the disappearance of my primary contact. The contrast between the excellent pre sale service and the near total vanishing of support afterwards was particularly disappointing.

Good car, but significantly let down by the post sale service. HPL’s slogan “Honesty Produces Loyalty”, could perhaps be “We Say What You Want To Hear”

Avoid this business. While the service when we purchased our car in 2024 was excellent, the aftercare has been completely unacceptable.
Within a year, the car developed serious issues. Following work carried out by them (head and turbo replacement), the vehicle is now losing oil and requires topping up every couple of months—something it never did before. Despite this, they continue to insist there is no problem.
I have submitted two formal complaints and have been completely ignored. No response, no accountability, and no interest in resolving the issue.
It’s extremely disappointing to receive such poor support after an initially positive experience. Once they have your money, the level of care drops significantly.

HPL came recommended from a neighbour. Went to Preston branch with plenty of vehicles to choose from. A clean/friendly office. James was free on my first visit very polite, friendly and great rapport/banter with myself/Father. I felt listened to around any concerns/questions. I felt comfortable too with no hard sell, or confusing sale talk. I was also able to test drive on the day. Email comms in between (even on his day off). I did a part ex, so HPL dealt with remaining finance, got the new car ready in less than a week and collection day great with easy transactions. Highly recommended company & will come back, thanks James Dewhurst.