“Guy at the counter was brilliant, very chatty and friendly. Talking about his new car, made me feel very welcome.. He then made a mistake with payments but phoned me later to rectify the situation. Thank you for being genuine and pleasant.”
“went for free winter check - checked alternator and battery, tyres and oil etc
never checked strength of anti freeze in coolant - would have thought that was most important for winter time - not impressed”
“The staff and services were great and very efficient :-)
Mandy at reception was kind and friendly and took good care of me while I was waiting for the car to be ready. Thank you all :-)”
“On 16.12.15 Mr Clutch Croydon carried out work as a result of an MOT. The work carried out was a replacement of my cars right hand suspension arm.
On 25.12.15 this part fell apart during transit. At that moment 3 parents and one 5 year old child were in the car.
Once the car was inspected by the RAC it became apparent that the part that failed was the right hand suspension arm. The RAC made it clear that if we had been travelling at speed the accident could have been fatal.
Upon contacting customer services I was greeted by a Mr F.Goodman, after a lengthy conversation Mr Goodman suggested that if were to pursue compensation for the cost of the work he would need to ask the area manager for permission, prior to this Mr Goodman claimed to be a board member of your company.
Upon asking to have his line managers details Mr Goodman stated “I don't think you realise how senior I am in the company” and upon being questioned claimed that he didn’t report to anyone, including the Chairman.
Once I had checked your articles on companies house it was apparent that he was not listed as a board member.
After he ascertained he had consulted the area manager it became clear that he was not going to offer compensation above an amount of £20. He then stated that an investigation would be carried out and that would determine if the part or the work was at fault. Upon later contact with your office it became apparent that no such investigation had, or would be carried out.
I have several questions as a result of this interaction with your company.
Is Mr Goodman a member of your companies board?
If he is not, why did he lie?
Why was it claimed an investigation would be carried out if there was never any intention of doing so?
Is it normal practice to offer a very low amount of compensation for a gross failure to ensure the safety of a customers vehicle?
As I am sure you realise there are several issues that need addressing here, not least the failure to be honest with your customers, the failure to carry out the work in a safe fashion, and your organisations involvement in destroying a family Christmas day.
As I understand the law, based upon advice from independent mechanics and the Citizens Advice Bureau, it is irrelevant if the part or the work was at fault, culpability is still yours.
I look forward to reading your response as soon as it is possible.”
“Really happy with their service. Took my car in for a MOT and intially failed. They said they will need to strip my brakes and will cost £70. However they said it took less than an hour and charged me less than £30. I have used them before and also been happy with there work. Unlike some garages they don't and cheat you. Really good and professional services from these people! Good jobs lads.”
“I booked a free winter check and was asked to arrive 10 minutes before the scheduled slot.
It was 40 minutes before anyone looked at my car, I wasn't kept informed. The waiting room was absolutely freezing, despite having two heaters that I'm sure could have been turned on.
one hour and ten minutes after arriving I was told that everything was OK, apart from a main beam bulb and the battery was a bit low. I asked them to change the bulb before I took the car, thinking it would (and should) be a two minute job. Twenty minutes later I asked if someone was fitting the bulb and was told that the bulb had been ordered as they didn't have one in stock. Had they of let me know that I would have left it and taken the car. Another 15 minutes went by and the bulb arrived. During this time, my car's headlights were left on with the engine not running, great news for someone that's got a low battery. They also could have taken this opportunity to put the battery on charge, but didn't. Two hours and ten minutes after I got there I had the car and was driving away. That night I went home and charged the battery, I discovered that the plastic guard on the positive battery terminal had been ripped off and not replaced, it's not possible to get this as a spare part, so now both battery terminals are exposed.
All in all a very bad and frustrating experience, which I would not wish on anyone. I'll now be contacting Mr Clutch directly to complain, and will not be returning. Zero customer service and the bare minimum of service levels generally. There was so many opportunities to 'add value' and improve my experience, but all of them were missed.”
“The Mangers attitude quickly turned sour after discussing possibly taking my vehicle elsewhere following an MOT fail, for this reason I made the decision to take my vehicle have the relevant work completed at a garage with much better customer service.”
