Very helpful, was supposed to fix my car at my house but couldn’t due to my mistake so picked it up and dropped it off

10 October 2018

Your Ref: Booking Number 3052705 The Manager
Click Mechanic Ltd
56 Wood Lane
London
W12 7SB
Mr H A Goudge
The Old Chapel
214 Barnsley Road
Flockton
Wakefield
WF4 4AB

Phone 01924 849020

Formal Complaint in Regard to Work Carried by “4 X 4 and More” on my Motor Home.
W311 MBJ
Dear Sir/Madam
This is inform you about the appalling service I have received from your mechanics at the above garage. On the 27 September 2018 I had my motor home booked in with you to have the timing belt changed, the alternator replaced and the water pump changed. There was nothing wrong with any of these, however the timing belt was due to be changed. The reason for this was that we were planning to go to the continent early next year and this was a preventative measure. As both I and my wife are retired the motor home is in use almost every weekend.

The motor home was dually collected and driven off to the garage to enable the work to be carried out. That evening I was contacted by Paul to tell me that the fan flange was seized and had broke when being removed, along with the fan. And that the new parts would take a few days. From the 27 September till the Friday 5 October I contacted the garage at least 4 times to find out when the repairs would be complete. On the 3 October I found that the cost of the work £433.17 had been taken from my account by the garage. I might add this is completely contrary to your advertised statement in that payment is not taken until the work is complete!!!

On each occasion when I rang the garage I was told that the part was hard to obtain (fan clutch flange) however there might be one in Latvia and would cost 98 euro (around £90). I found it hard to believe that a part for a common Ford Transit would be that hard to obtain. So I looked on E-Bay and within 3 minutes I found the correct part for £30 plus £6.50 for next day delivery. I paid and ordered the part and informed the garage that I would bring it to them on the Monday 8 October, this I did giving the part to Paul and asking when the motor home would be ready. I was told probably that evening.

Around 4 pm on the same day having not heard anything I rang the garage and was told that it would be brought to my home around 6pm. Around 6 pm I received a telephone call from Paul to say that when they were driving my motor home to my house the part they had fitted had flown off from the engine and damage the fan and some other parts and that they would have to reorder and could not say when they would arrive!!!!
On the 9 October I made a formal complaint to you in regard to the service I had received. As far as I understand you contacted the garage who told you that it would be ready by Saturday 13 October. A one day job had now turned into a seventeen day job!!! The motor home was collected by me on the 13 October 2918.

Disregarding all the excuses from the garage the facts of the matter are these.

1. That the original part had become seized is not in dispute, however that it was it was then broken along with other parts by the garage is the fault of the garage, there are ways of removing seized parts without causing any damage, (heat or penetrating oil, etc, etc).
2. That payment was taken by the garage while the work was being carried out and was nowhere near completed, contrary to your own advertised procedures.
3. That the new part, supplied by me at my own expense was not correctly fitted and flew off while the vehicle was being driven causing even more damage and delay, again was the fault of the garage.
case to the Motor Industry Code of Practice for Service and Repair, as I understand they have a free conciliation and low cost independent arbitration scheme. This would be a way of successfully resolving my dispute without resorting to legal action. Please confirm whether you are a member of the Motor Industry Code of Practice for Service and Repair. Notwithstanding the above I will be seeking compensation for the loss of the use of my motor home and the time and stress that all this has caused.
I look forward to hearing from you in due course

Yours sincerely




H A Goudge Read more

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The car was picked up and dropped off by Richard, excellent service, I drove 300 miles afterwards, no issues, I'm very happy with the service.

Excellent service will recommend this service to all my friends. So convenient and will be definitely using again for all works that may need carrying out. Thanks

What can I say
Excellent.
They listened. They understood and they sorted my problem out with no fuss.
Highly recommended these

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Excellent work & knowledge. Could not be happier with the work carried out.

The car was collected in the middle of the appointment window...great!
The return time wasn't specified but my query was responded to in good time so that was another plus point.
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Richard arrived 20 mins early for a 2 hour slot, reassured me of the possible consequences of the problem as presented & talked me through a resolution to it.
Well pleased with the visit. I didn't feel patronised.