CARGEM 

Based on my experience I would really advice buyers to proceed with extreme caution.

I ignored the warning signs from previous reviews because I wanted to give CarGem the benefit of the doubt, but honestly.. I genuinely wish I had trusted my instincts.

This was a distance sale. All of the paperwork was completed remotely before I travelled from Northern Ireland to England to collect the vehicle. Before committing to the purchase, I specifically raised concerns about what would happen if a fault developed once I had returned home. I was reassured that the RAC cover included with the vehicle would recover it back to the dealership if a fault arose within the first 30 days. That reassurance gave me the confidence to proceed.

The experience before payment and the experience after payment could not have been more different.

Within 2 days of collecting my 2019 Audi A5, the engine management light illuminated. An independent garage confirmed the fault. I reported the issue immediately.

The dealership asked me to obtain an independent VAT diagnostic and repair quotation, which I did. After following every instruction they gave me, they then refused to authorise repairs unless I drove the vehicle approximately 400 miles back to their garage with an unresolved emissions fault. The reassurance I had been given before the sale regarding recovery was no longer honoured.

I have exercised my statutory right to reject the vehicle under the Consumer Rights Act 2015 already - the dealership rejects this right. The dealership continues to accept my rejection, despite the fault developing almost immediately after purchase. The matter is now being pursued through my finance company, and I am taking legal action to enforce my statutory rights.

What disappointed me most was not simply that the vehicle developed a fault—mechanical issues can happen with any used car. It was the complete contrast between the excellent customer service before the sale and the lack of meaningful support afterwards.Trust me - this shocked me.

If I could go back in time, I would genuinely take your time to look through the negative reviews. The culture and identity of a business are defined by how they manage customer expectations when things don’t go to plan or go wrong - and the negative reviews show how this business manages these complaints. I was unfortunate to be one of the unlucky ones, and it could be you next. Beware.

Based on my experience, I would strongly advise anyone considering purchasing a vehicle from CarGem to think very carefully, particularly if you are buying from a distance and relying on the assurances given before the sale. Read every review before making your decision.

In every honesty, I really don’t mean it lightly - AVOID.

Diren was amazing, answered all necessary questions when purchasing my C class from Cargem, and the experience was very reassuring!

I purchased a car through Car Gem initially everything was okay however I believe I was missed sold warranty due to there being a chip on the windscreen and scuffs on the alloys that I had brought to the sales person‘s attention on day of purchase he advised if I bought the warranty these were covered It turns out that they aren’t covered. I also was advised I was being given a ‘gift’ worth £1500. I assumed this gift to just be a close of deal item and doubted highly that what was physically given was worth the amount stated and I’ve since learnt that after spotting it on my paperwork and questioning it only to be told it only on there for the purpose of me receiving it, that it has in fact been added to my finance agreement for the full amount and it states it is not refundable.

I originally wrote a Google review about these issues and after having my personal details looked up on the systems by a member of staff who called me on my personal mobile number to confront me about my Google review. I now have lots of concern about the misuse and access of my personal details. I edited my Google review to reflect that I had had the call made to me by the staff member on Car Gem’s phone number as he called me from his work desk.

I wish I had read the Google reviews or any review in fact for how the company treat their customers when the customer is not entirely satisfied with the service they have been provided. I will now inform the Information Commissioners Office about the mis-use of my details. It’s not fair that this company will try and cover up their wrongdoings. It’s bad enough that they haven’t even acknowledged the complaint I made regarding my concerns of safety for my personal data and they have completely ignored the email.

SCAM

I looked through reviews and thought it was dodgy all the reviews sounded the same. I ignored the Trustpilot and Google reviews saying “STAY AWAY” but I should’ve paid more attention. I have a feeling it’s flooded with fake reviews from people who work there.

They couldn’t take photos of the service book for me and only “when I got there”, they couldn’t tell me if the tires were replaced or how worn they were (saw they were under the limit from MOT), and a few other things.

Suddenly, 1 hour before the viewing the car and after paying a deposit “the car cannot be sold because it needs repairs”. When I asked “How could you sell a car that has had a ‘450 point check’ and how have problems only surfaced now?” I was told “all dealerships put cars on the market directly after they get them before checks”. I asked what repairs needed and he said “I don’t know” - how does someone selling a car, find a problem with it and not know what that problem is? I found too many lies in my experience. I have officially found out they sold the car to someone else even when I put a holding deposit.

Either way, avoid like the plague, these people are dodgy. Check the other reviews. Beware of Thusan - major liar.

Diren was amazing, very helpful and answered all my questions, he was quick to respond and I would absolutely buy a car from him again! Thank you Diren!

RV69

Direct was really good thank you for your servicd

I have been waiting a while to write this review. The car I purchased from Cargem was terrible (a DS 3). Starting from the beginning, the salesman didn't know anything about the car and was a red flag but I didn't pay much attention to it at the time. He convinced me to get the extra warranty and when he told me that the car had one key I requested that they get me an extra one but he told me that he already gave me a discount on the warranty so he wont be giving me an extra key, unless I wanted to redo the finance process completely. Ultimately I agreed. I was also lied to that the car had full service history which I discovered it did not upon receiving the documentation. I was eager to buy a car at the time and this was my fault but I did not think a salesman would be lying to me. i even messaged him about this and he aired it following the purchase.

I bought the car on a Friday and quite literally the next day on Saturday I started seeing many issues which I raised with Cargem. They told me to send this to the aftersales team which was a whole other problem. They 2 and half weeks to just diagnose the car and in that time no updates from them no phone calls nothing, I had to keep calling which is why they did a diagnostics in the end. Then they force repaired the car, even though I had initially agreed to it I was really frustrated and wanted to exercise my 30 day right to reject so did not want it to be repaired but they did it anyway.

Long story short, after many lies from the aftersales team about the massive amount of smoke that would come out of the car every time I would accelerate, amongst other things to the finance company, and 160 videos/pictures of about 20 or so issues (no exaggeration), I had to go through the long process of dealing with the FOS to get this car resolved and returned.

the faults were immense and Cargem did not want to take liability for any of them. I specifically remember members of staff being rude on the phone and not being helpful, and when I told one of the aftersales team in person about one of the issues after they had apparently fixed it, he looked at me like I was in idiot.

Overall, this was a terrible experience and buying a car with many faults and issues with no fix where I had to constantly follow up made this very very very stressful for me.

I am sure they will respond with some sort of generic message they have been sending to other reviews or saying that I am no representing the facts but I have a lot of proof of the issues with the car, alongside all of the horrible correspondence from Cargem. If I could upload videos here I would!

Edit: If you bothered to actually read my review you would know that there are no outstanding issues - when there, you did not deal with them. As I said in my initial review - you do not care and just send the same generic reply. A testament to how I was treated when buying the car!

I did not think a salesman like Diren would be able to sell me a car. I came with the idea of just having a look. Somehow I ended up leaving cargem with a car this man is brilliant in his job. No pressure at all he’s a honest charismatic salesman. Well done Diren I usually travel 6 dealerships before I buy a car on my first visit he made me fall in love with my X3. (Came for a5 convertible btw I don’t even know how I ended up in a x3. Either way I’m happy)

bought a car when they were at the previous premises, the sales team were soo good that they almost sold me a 2nd car. how times have changed, thought i would have another trouble free experiance but the complete opposite.. called up on a saturday morning spoke with Meezam who provided the info i required and suggested I pay the deposit as it would be "refundable" which i did, told me they would let me know when the car will be onsite as it was at the "other location" and will also get me a walk around clip of the car. After few hours of waiting with no update, i messaged asking if we could come down to view the car (how long can it take to move a car from one location to another) with the aim of purchasing (ideally we wanted the car that weekend, which Meezam knew). got a response that it was fine to come down. travelled to the Cargem premises and was left waiting for 45min, only when we decided to go around to the main office to see if we could view the car we discovered the car was not there. then had to wait for a "manager" to speak to us who told us the car wasn't going to be ready until monday... and that he will get me a walkaround clip of the car and if we were still interested he would do us a deal. Monday came and went so called up asking for a refund to which Meezam said has been processed, i even followed up by whatsapp message to confirm but no response. In the end after waiting for a week I contacted reception who told me no refund was issued but took care of straight away. Can not recommend these jokers, no communication, no idea whats going on with their own stock (if they even have the cars), just like to waste time and take deposits for no reason. Deeply disappointed. On this occasion i was actually interested in upgrading the wifes car also the following month with a toyota corolla which they had, but will be going else where...

Poor Vehicle. Poor Aftersales Service. Poor Complaint Handling.

Registration: LD22 NYR

Purchase date: 22.3.2026

Every word of this review is factual and backed up by evidence I am willing to submit to authorities. My complaints and Subject Access Requests have been sent explicitly to the three Directors of Hiltop Motors (operating name Cargem) and to Mr K (Aftersales Manager).

• Within weeks of purchasing an MG HS Plug-in Hybrid for £15,999 – paid for outright and in full, in good faith – I reported significant electrical and infotainment faults: repeated "12V battery low" warnings, infotainment failures and battery drain issues. The vehicle was booked in for repair but suffered a total breakdown requiring attendance by the AA.

• First repair attempt by Cargem (5.5.2026). Unsuccessful. I remained on site for over six hours: total shambles. As I drove away, the original fault returned and worsened. Reported immediately. The vehicle subsequently suffered a further total failure, attended by the RAC.

• I have written evidence from Cargem that they sold me the car with “the incorrect battery fitted”. Neither the RAC nor the AA, in attendance, identified this as the underlying issue. Rather, they each, separately, provided detailed reports identifying battery drain and infotainment issues, which were immediately forwarded to Cargem.

• Car remained with Cargem from 11th May until 21st May for second repair attempt: no courtesy car; refusal to provide diagnostic results; no attempt made to take the car to a specialist, including MG, despite me identifying a probable cause and making an appointment with MG; emails unanswered; fobbed off on calls. Total disrespect.

• 21st May – informed the car was ready for collection. My requests for further clarity were ignored.

• 22nd May – I attended to collect the car. The original fault remained. Worse: I was told that Mr K, Aftersales Manager, had personally driven the car for over 100 miles despite him having no knowledge of the fault, and despite mileage evidence which I believe is inconsistent with that account.

• I rejected the vehicle under the Consumer Rights Act 2015. This began a deeply painful, distressing and expensive dispute. I have video evidence of me in a state of terrible upset, pleading for a refund and pleading to be treated “as you might want a beloved family member” to be treated. Mr K made various factual and legal assertions which I believe were incorrect. (Hence, Subject Access Request).

• Three legal advisors, plus Citizens Advice, all confirmed that I was entitled to a full refund of the vehicle purchase price, plus consequential losses under the Consumer Rights Act 2015. I would have liked to take this to court, and believe I would have won. However, a company having possession of BOTH a newly-purchased, non-drivable vehicle AND £15,999 is a powerful motivator to settle.

• Lengthy dispute. Settlement was eventually reached only on conditions that: (1) I accepted a loss of 5% of the purchase price; (2) I received no compensation for taxis, travel, distress, vehicle tax or insurance paid; and (3) I removed factually accurate reviews from Google and Trustpilot because of concerns raised about “reputational damage”.

• Worst of all: Cargem relisted the same vehicle before confirming that settlement funds had cleared into my account. I was never provided with evidence that restored my confidence that the underlying issues had been fully resolved. I am so sorry if you purchased this vehicle and had the same experience as me.

Following settlement, I submitted two Subject Access Requests. Cargem have acknowledged receipt of those SARs and have acknowledged holding extensive records relating to me, my correspondence and my vehicle. Nonetheless, Cargem have not complied with the statutory deadline for response, despite formal reminders on my part.

I intend to report Cargem to the Information Commissioner's Office.

I advise potential customers to consider carefully not only the sales experience, but also the quality of aftersales support, complaint handling and data protection compliance should problems arise after purchase.

AVOID.

EDIT FOLLOWING RESPONSE FROM CARGEM: Disingenuous reply! You know how many emails I sent and calls I made to Cargem, and how few replies I received. Still awaiting substantive response to Subject Access Request.
My message to others remains: AVOID!

2Thusan was my contact, despite being very friendly he selectively answered my queries on the car I was interested in especially when it came to the lead for my plug in hybrid. Finally at point of payment it was revealed the lead that should come with the car was "damaged" and they would provide me a new lead shortly after the purchase.
I went ahead on trust, but no lead has been forthcoming and my messages are simply unanswered. I've now purchased one myself and will consider other options to recover my costs.
They've some nice cars but don't trust anything they say at face value particularly after you have parted with the money.
Thusan and his sales manager both promised me they'd honour their commitment to supply a lead, sadly no integrity.
Suggest you research extended warranty costs too as they push this very hard at point of sale.

I'd never buy from them again.

In reply to Cargem below:

Stock answer, seen numerous times on this group. I suggest you contact Thusan (he knows exactly what this is all about) and respond to me with a satisfactory conclusion.

Diren was great, excellent service and a great price

Having been told the car i was buying would be ready on a wednesday i paid £500 deposit and drove 2.5 hrs to collect it only to be told its not ready until thursday!no phone call/text to let me know!so drove up again thursday waited in reception for 50mins no one came to see me!in the meantime 2 seperate customers came in and both were attended to within 5mins!one of them was handing back keys because of faults on car!!i spoke with reception who by the way was doing her best to get someone to come out and deal with me but no joy!!!I decided then to go!emailed and whatsapp regarding this and got some BS about a family emergency!!i did receive £99 back on the friday but i am still waiting on £401 refund!!ive whatsapp and emailed but no replys as of yet!!they are very quick at taking your hard earned but slow when it comes to paying it back!!very fast at responding to reviews so i thought i would review to see if they respond!!can i get my £401 back??

Sold car to Cargem via Motorway - Sadaan was great and very easy to deal with.

Diren was very smooth answered all questions very helpful best salesman ever kp71

Diren was really good and very helpful best sales person I met I don’t usually trust sales people he was very upfront and honest