Hippo Motor Group Recensioni 

⭐ Review for Hippo Motor Group

Very disappointing experience – serious concerns with vehicle and complaint handling

I purchased a 2022 Audi Q2 through Hippo Motor Group on finance, believing I was purchasing a suitable, safe and properly prepared vehicle.

Unfortunately, my experience has been extremely disappointing.

Shortly after purchasing the vehicle, I experienced a major suspension issue which required repair under warranty. I subsequently experienced another serious mechanical problem when the vehicle developed a very loud and constant knocking noise. The vehicle was inspected and I was informed that the gearbox mounting bolts were loose, with one completely broken and detached from the gearbox.

Because of the safety concerns, I stopped driving the vehicle.

I then paid for an independent inspection at my own expense, as requested during the complaint process. The inspection identified numerous additional issues, including suspension and ball-joint wear, a leaking/misting shock absorber, poor starting, jerking when setting off, low engine oil, burning oil and numerous diagnostic fault codes.

Importantly, the independent garage stated that several of the faults did not appear to have occurred recently, that some issues were consistent with wear that had developed over time, and that there were too many faults for them to rectify themselves and that Audi would need to examine the vehicle. They also could not guarantee that the vehicle would not suffer further problems or breakdown until the issues had been fully investigated and repaired.

I also obtained vehicle-history information showing previous damage and repairs to the vehicle which occurred before I purchased it. This history was not disclosed to me when I bought the vehicle. Had I known about the vehicle’s previous damage and history, I would not have purchased it.

I have provided Hippo with the independent inspection report, repair information, vehicle-history evidence and correspondence relating to all of these issues.

Despite providing all of this evidence, my complaint has been repeatedly rejected. I have repeatedly been told that the evidence does not sufficiently prove that the problems existed or were developing when the vehicle was supplied, despite the independent report specifically making observations that a number of the issues do not appear to be recent and have developed over time.

I have also found the complaint handling extremely frustrating. I have had to repeatedly chase the matter, provide information and explain the situation again, and have received responses from different advisors rather than feeling that anyone has taken proper ownership of the complaint. At one point, my complaint was repeatedly being marked as closed despite me having already explained that I was away and would continue the investigation on my return.

I have tried to resolve this reasonably and have cooperated fully throughout. I have spent money obtaining independent evidence and have done everything requested of me.

Unfortunately, I feel that the evidence I have provided has not been properly addressed and that I have simply been given the same response repeatedly.

I have now reached the point where I am taking the matter to the Financial Ombudsman Service and seeking independent legal advice.

I would strongly recommend that anyone considering purchasing a vehicle through Hippo carries out their own thorough checks and obtains as much information as possible about the vehicle’s previous history before committing to the purchase.

This review reflects my personal experience and the position I have reached at the time of writing.

I’ve just finished collecting new cars for my son and for myself from Haseeb at Hippo. I cannot rate his service more highly: what an absolute pleasure to deal with from start to finish! My son had just passed his test and needed his first car, and I was looking for a new family car. To say I was dreading the car buying experience would be an understatement. I don’t like pressured sales pitches and the transparent games that some car dealerships use. Haseeb and the Hippo experience were the polar opposite of that. The calm, relaxed environment that Haseeb created for us on a Saturday afternoon meant that viewing, choosing, and testing driving two vehicles was a lovely time to enjoy with my son. We didn’t need to go anywhere else. Haseeb was patient and helped us understand anything we asked. His follow up prior to collection was as promised. And now my son is about to drive off the forecourt with the biggest smile on his face, which is priceless. Thanks, Haseeb!

Great service from Lewis and Tristan. Both were extremely friendly and helpful. Made us feel very welcomed and was efficient in finalising the deal. Thank you both.
Thusitha

Tristan gave Very good customer service, no problems at all very friendly and everything went smoothly 10/10 highly recommended

Excellent customer service by Matt and Callum at Hippo made the process seamless and the car is as expected as well

Tristan was very helpful, thank you for your help.

Josh the sales man in
Peterborough was vey helpful and professional

Josh & Fabio great service and quick service

What started out as a good experience has now turned out to be not so great. The initial sales process was great, but then the contact from them slowed, I had to contact them to ask about delivery dates, which took over a week to be confirmed. When the car finally arrived, the first thing I noticed was that all the windows were open?? This seemed strange, 3 days in, I now think this was due to the smell of dampness when the windows are closed! The delivery guy asked if I was aware there was only one key, which I wasn’t. He advised I call the sales man , which I did and was told they would look into this for me. Just had a call from another person this morning, to say that this is standard procedure and I should have been informed of this…… took 3 days to come back with this answer? Upon delivery, I asked for the V5 documents, I was told that they would be sent to me directly from DVLA as the car had been taxed in my name, I was shown a screen on the guys phone showing the tax and MOT status, both valid till August 2027. Happy days, I thought. My husband had a look on the DVLA site that evening and the car still showed as being taxed. I drove to my work the next morning and at lunchtime, my husband called me to say he had checked again, and the car no longer had valid tax, I logged in and he was correct. Called Hippo to be told that the delivery guy was wrong and should not have told me the vehicle was taxed! But he did, he also showed both myself and my husband the ‘proof’ and if not, then where was the V5? I drove an untaxed vehicle because of this and, if not for my husband checking, would have continued to do so for the next year, or until I was stopped and charged, completely unacceptable. I’m sorry I have became involved with this company, and more than a little concerned for the next 4 years. I can only hope that the car holds up, as based on my experience with Hippo so far, I doubt very much that they would be helpful in any way if things were to go wrong. A very worrying and expensive lesson learned.

Happy to inform that the issue regarding the spare key has been quickly and satisfactorily resolved, I’ve updated my star rating accordingly.

Lovely experience, amazing customer service, Josh was especially great, very Friendly and made everything easy and smooth going.

Josh Graham was amazing with everything to do with the car explaining everything to make it easy to understand 5 star service

First time using Hippo and I was very happy with the customer service that was given by Josh

The sales rep (Matthew Knowles) was extremely professional, helpful and well detailed. He made the whole process seamless.

Great job guys!

Liam was very helpful ,jacks a liar

Hippo Leasinh could not be more helpful when I purchased my new car. So happy with vehicle its immacculate thank you Hippo Leading for everything.

Just bought a new car and had the pleasure of working with Corrie and Matt, two absolute gents and couldn’t have made the process more smoother for us. I recently moved back to the UK from living abroad for the last 7 years and was in desperate need of a new car and Corrie showed me some good options, zero pressure on a decision and just clear and helpful throughout. On the day of purchase I dealt with Matt, who made that whole process just as seamless! I’ll definitely going back for car number 2.

Really helpful service throughout, Haseeb and Liam have both provided excellent customer service and done everything they could to help us and get our new car as quick as possible. Thank you.

Lewis and Matt were extremely helpful, first time considering a lease and they gave me all the peace of mind possible, reassured me all the way and answered every single query I had along the way. Absolutely brilliant service, highly recommended. Couldn’t be happier

Josh was very knowledgeable and friendly, would certainly recommend.

Very friendly and welcoming. Explained everything throughout the process and was very helpful. Thank you Josh