“Mr Clutch, Norwich doesn’t even deserve x1 star.
Do not use this company. They rip you off, use pressuring tactics to persuade you to use their services, they do not road test vehicles, exercise poor workmanship and do not work to the level of skill they profess, being experts in clutches and gearboxes. Their customer service skills are also abysmal. In any professional relationship you should be referred to as “Mr/ Mrs/ Miss/ Ms…” unless they are given permission by you to use your first, Christian or other name, not immediately address you as “Mate” or “My Love”. My “mates” would not rip me off, carry out a shoddy job on my car, cost me my car and very nearly my life.
My clutch went whilst driving to work in July 2018. I called my garage but they had most of their mechanics on summer leave so wouldn’t have been able to carry out the work for weeks and advised I tried someone competitive in Norwich. I found Mr Clutch (its in the name, isn’t it, specialists in clutches and gearboxes). The recovery chap, who put my car on the lorry, said that there was nothing wrong with my gearbox. Later Mr Clutch called me to say that the gearbox had gone too. When they showed me the gearbox there was a clean, shiny, silver break, whereas the rest of the gearbox was caked in over a decade of road grease and dirt, as if the break had just happened. I found this suspicious but of course could not prove anything.
Mr Clutch told me that they had a replacement part but that I would have to make a decision by that afternoon. I felt pressured as I need a car for work and knew that my garage wouldn’t be able to get to it for weeks. They quoted £1,300 for a re-conditioned (although initially I was told “new”) clutch and gearbox. My mistake was saying yes to them.
I collected the car after a few days and within less than 48 hours (it may even have been the same day!) when driving home, round the Northern Distributor bypass (so in no position to turn back and they were closed) I realised that I had no 5th gear and that 4th felt like 2nd. This was quite a terrifying drive home for me. When I arrived home I only got so far round the drive as I realised that I had no reverse either and needed assistance from neighbours’ in the morning to move my car so that I could drive straight in to Mr Clutch. When I arrived the manager, Shaun immediately said “It’s your Selector”. All I knew of the Selector at this stage was that it was part of the gearbox/ clutch scenario. I asked him why this had not been quoted for in the initial quote. His tone completely changed at this point and he said that they didn’t “normally quote for a Selector unless there is a problem with it”. This Selector didn’t just develop play overnight! He was expecting my return.
I was at the end of my tether with this shoddy organisation by this stage so said I that they needed to sort it; I had paid them £1,300 to fix my car and it was not fixed! At this point I got a “Madam, your car was not driveable when it came in” to which I retorted that on the contrary I had driven it 18 miles and apart from the noise and bad smell it had felt far safer to drive than the state they’d returned it to me in!
Mr Clutch gave me a “new” Selector (later I found out that it was second hand), about a week later as we were “at the mercy of the courier” in delivering the part. We don’t live in the 1800s so a courier coming from their depot in London to their branch in Norwich does not take several working days when asked for overnight delivery.
I had to make several trips to my garage for this “new” Selector because by this stage I just did not trust Mr Clutch. My garage confirmed that this Selector had play on it. I didn’t want to use Mr Clutch again but didn’t feel it right to make someone else clear up another’s mess so I went back to Mr Clutch who agreed to get me another Selector. They confirmed that it would be second hand again as they are expensive and this is the second time they’d be giving me another one “free of charge” (not free for me with all the bus fares and disruption to me and my work and trips to my garage), expecting me to be grateful for the months of upheaval and returning a car unsafe to drive. They also issued a document to me stating that this was the last one that they would give me ‘in full and final settlement of any claim’. I’m afraid that this statement isn’t worth the piece of paper it’s written on because in law both parties need to agree to this statement.
Again, I had to wait about a week “at the mercy of the courier”. I suggested they find a new courier.
Mr Clutch also said that I needed new Selector cables as mine had play on them. Yet another piece of the clutch/ gearbox/ Selector scenario which they should have looked at and advised upon at the outset, in July, not November.
After this next “new” Selector was fitted I went straight back to my garage who confirmed that this third Selector also had play on it, as did the Selector cables. I decided at this stage to get my garage to quote for all the work and that I would make a decision whether to present this to Mr Clutch to put right as per the quote or whether to get my garage (who can be trusted) to carry out the work and sue Mr Clutch for the costs and potentially all the other costs attributed to them failing to fix my car as promised in July. Intermittently I was still having problems getting into and out of 5th gear on Selector no.3.
Upon the last visit to Mr Clutch in November they also invalidated my warranty by writing the mileage as 7,000 miles under the actual (and about 4,000 less than their previous sign-off). Sure this could be a “mistake” but given everything else, I doubt it. If this is an offence and anyone considers worth reporting then please advise who I could contact.
Unfortunately, before I could get the quote for the Selector and cables (that should have been dealt with in July), on 1st December, I was driving to a friend near Wroxham. Yet again, I’d been having problems getting into 5th gear and upon approaching and anticipating a bend I tried to come out of 5th gear but could not. The roads were very greasy and wet that day. I went into the bend in 5th gear, the wheels lost traction causing me to skid, hit the bank several times, skid across the road, up the other bank, hit a telegraph pole and roll.
No one knows how I managed to climb out of my car alive and largely unscathed, apart from being a mess mentally and emotionally about what I had just been through. I put it down to being in a well-built German car with a body cage. I have been driving for 15 years and know my driving to be safe. The fact is that if I had been able to get out of 5th gear it would not have happened.
Had I not gone to Mr Clutch I would still have my car, fully repaired, to a good standard, driving beautifully, not sitting here without my beautiful car, the other side of a devastating crash.
This company has cost me 5 months upheaval, the best part of £2,000 in repairs and investigation for an unfixed, shoddy job, which has resulted in the loss of my car and nearly my life.
Do not use this company. They will rip you off, exercise poor workmanship and not carry out work to the level of skill that they profess. I know that many share my views and have had similar experiences. I honestly don’t know how the people responsible can sleep at night. I know there are a lot of bad people out there but I cannot understand or empathise with cheating people in any way.
I have learnt my lesson and will never use this or any other mechanic again unless I know them to be reputable.
I had a sickening feeling in my gut every time I spoke to/ thought of or processed anything to do with Mr Clutch. I should have listened to my gut. It is always right. This company is just wrong.”
“Done a MOT and car services recently in Kingston. Not sure about mechanical service level but definitely a disappointing front desk. Left wondering why I would want to visit it again.”
“The staff are very friendly and helpful.
Elliott at the MK branch went out of his way to ensure that we were informed of the progress on the work and of any problems that appeared during the replacement of the clutch on my car.”
“Mr clutch Peterborough avoid avoid they messed my car up so badly that left me in a big financial problam billed me 1800 took the car for a test drive the steering felt yerky so too it to the dealer they told me the wiring was fitted in the wrong place and if my car hits into i would not have a steering so i have kids they did a messy job to make money cost me over 2000 more so kept ringing and harrasing me which i made an complaint to the police demanding for money the good thing is i have all my invoices vodeos and photos looking forward to take them to court its dangerous dont put your life or your kids life in danger your better of paying more money as it stands hes sent random people to my door lol and on top hes trying to bribe the solictors to take on the case lool forwarded to challanging them in court if anyone else has had a bad experiance pm please”
“Been there twice now. Was surprised how helpful they were. Daniel the person I delt with was brilliant. Will be going back to them again and again. Good on price too.”
“I would never pay dealer prices for things such as Brakes etc. Excellent and quick rear brake pad replacement on my Mercedes at their Bletchley depot at very good price. No problem”
“After a poor service, problematic issues raised by me at the time, the following day I noticed that my car had been hit. As it was the following day I could not actually point the finger at Mr Clutch, however I know they cause body damage to my car.
6 month’s later I have a flat tyre and whilst annoying, the anger that the last people to have to have used my lock but key was Mr Clutch hugely enraged me! It was not there! Stuck on the M4 with no means to remove my wheel and replace with the spare!!!
Incompetence, sluthenly poir CRM,
All round a joke
I found the maidenhead branch hideous and after my whelk experience I find them dangerous!
Do not use this organisation”
“Mr clutch strood very helpful staff very good service as normal have recommended Mr clutch to several people they all got very helpful service as well.well done Mr clutch”
“Had my clutch and gear box change £950 but when I went to pick the car up it wouldn't start call him over he then started it with a booster and said he forgot to charge it drove for about 10miles turned it of wouldn't start called up he came round started it and said it needs a check and so on now he says it needs a new battery £95”
“Avoid at all costs, this company have cost me thousands of pounds and have written off my car!
I have been in dialogue with their customer services department for nearly six months in regards to a faulty service that they carried out on my vehicle. Sara Jane Saunders in customer services is a disgrace to her profession as are all of her colleagues and the senior management team.
They failed to road test the vehicle (I have proof in the form of mileage pictures), failed to fill in the service report correctly and also fitted a faulty fuel filter to the car which caused the car to break down first thing the next morning meaning I couldn’t get to work on time. I opened a complaint with their customer services team the same evening (18th Oct).
The best is yet to come. A few weeks later on 23rd Nov my car broke down at 9pm by the Hindhead Tunnel. This left my pregnant fiancée on the road in freezing cold temperatures. I had to get the car recovered at my expense and was now without a car.
The long and short of it was that Mr Clutch had put the wrong oil in my vehicle on the day of the service. This took them nearly four months to admit liability, the whole time I had been and still am fighting with their insurance company to recover my costs. My car has been declared a total write off and they are refusing to issue a refund for the original service! I was never once offered a courtesy car and am fighting to recover my costs for a car that I had to rent on a monthly basis whilst liability was being established.
They have conducted themselves in the most appalling manner from the day the car went in for the service and their aftersales has been totally nonexistent. I still have not received an apology of any sort.
The above is a short version of events!”
“If you care by your car DO NOT use this company.
I had one clutch and 2 motor mounts changed with Mr Clutch and the car was given back to me with the steering column broken by them. I had this issue inspected by other garage and had an report confirming that the motor mounts replacement caused the issue.
When escalated, I had one appointment with the regional manager to have the part inspected. I agreed to drive 21 miles to meet him and he didn't even bother to turn up for the appointment ( this just shows that they don't care by you).
Following a review I posted regarding this matter costumer services contacted my to ask me to remove my review (so no one would read how bad and dishonest the company is).
as a big company they will not take any responsibilities for their mistakes. They wont care with you any more after you make the payment. They see their clients as money to be earn and not as people that is trusting them.
To everyone that is thinking of using their services - save money and your car and GO SOMEWHERE ELSE!!!”
“Took Toyota Aygo to Kingston branch at 8.30 am as requested.Spent day with friends waiting for call to pick car up.Had call at 4pm to say car not ready due to issues with another customers car.Friends had to take us home and we had to return next day late afternoon to pick car up.They were very apogetic and the car is running perfectly.Good result.”
“This review concerns the branch on 27 Buckingham Ave, Slough SL1 4QA
The last time I think, after several years and almost £1000 worth of business. Trying to communicate to the garage manager is MENTALLY exhausting...I cant believe he has lasted this long.
I've heard Formula One Auto Centre next door to Mr BAD Clutch is much better, I will be using them next time for my servicing and MOT needs.”
“Took my car for MOT and service at the Bromley branch - they were very helpful, finished the service promptly as well as fixing one issue that I'd made them aware of, for a reasonable price. When I picked the car up the man there talked me through the service paperwork, explaining what the different results meant, which I've never experience before at another garage and really appreciated! Will definitely use again.”
“Took car for mot it passed but told me they had to put 2 new bulbs in rear nearside got home and checked lighting and indicators not working went back next day and could not fix it.everything was working before had to have auto electrician out cost 72.00 it seems they had blown some fuses they didn't want to know”
“Absolutely awful, first up quoted me £97, then I didn’t hear anything for a week. Suddenly the bill went up to £600 and when I asked why i was given the response “just because that’s what it cost” have been ignored for days on end and have now been without my van for a month because of these rip off merchants. Avoid at all costs!
Just an update to the above, I went to get access to my van to get some essential
Tools and was not allowed access and given no reason by the half witted receptionist, after wasting 45 minutes of my time,, the manager (who is the only one who has any sense of customer service) spoke calmly and sensibly and attempted to sort the matter. When I left I thought they were going to carry out the work and the manager told me I would have my van by Monday and that my ECU unit would be sent off for appraisal. I also received an email from, the area manager who bribed me to take this review down (imagine how many people have opted for this and imagine how many reviews there should be for this shocking company) she offered no apology and was quite frankly rude. I replied that I would pay for the work if it was done and would keep the review on line only to be texted by the manager, saying that he had been told that he now couldn’t work on my van. My Van was sent to this “garage” on 2nd Nov, it is now 30th November and I have incurred massive costs and stress due to using these cowboys. Please do not make the mistake I did, the company are the worst I have ever dealt with! Just another update Mr Clutch have tried every trick in the book to get me to remove this review, they have said it contains personal information, accused me of lying and made an “information request” despite already knowing the information in order to suspend the review. They plainly know how to exploit this system and they would only do that by consistently getting less than favourable reviews taken down. Do not trust the overall rating as it is plainly manipulated by this company, it’s a shame they don’t put as much effort into fixing my van (which is still not sorted as of 5/12/17) as they plainly do on giving false representation on-line!
An extra update, probably because I wouldn’t remove my review, these total idiots have removed my ECU unit with an ANGLE GRINDER!!!! The reputable garage that I did take the van to are absolutely gob smacked at the incompetence of this terrible terrible garage! Please please don’t make the mistake that I did they are not only incompetent but dangerous! Just for clarity this is the Chelmsford Branch in Rainsford Road, the company have now threatened me again in order to get this review taken down, I won’t be backing down but they have tried 4 times with different methods now so imagine how many people have backed down in the face of these bullying tactics! Also not one word of apology so this is plainly commonplace with this company, I reiterate AVOID AVOID AVOID”
