The Kwik Fit ops manager did get back to me on Friday, and so I'll summarise his main points here: --Kwik Fit measure the pads and discs according to manufacturers specifications and it is on that basis that Kwik Fit choose which need replacing. --The hand brake imbalance could have been caused by something other than the hand brake just needing an adjustment. -- He also invited me in to have the car re-inspected and said that if needed they would replace the pads and discs at no charge and refunded the initial MOT cost. I was grateful for the explanation and MOT refund, although I declined the re-inspection. My knowledge of car mechanics is very limited and so I'll leave it to you to make up your own mind about Kwik Fit and the response.

Just to add, unless Kwik Fit come up with a good explanation I feel it only right to tell my 500+ local facebook friends about my experience at their local Kwik Fit.

I still haven't heard from Kwik Fit (as per post 10) but I'd at least like an explanation from them. I feel for all the people who paid for work that was not necessary. I don't want anything from them, I just feel it right to warn people about them.

Yes, I contacted Kwik Fit via the email address in post number 3. I have heard nothing back. I'll update you in a couple of days. I'm not expecting to hear from them as there are no excuses for what they tried to do. I think that their reply on this forum is just to halt the thread or possibly a bit of token PR. We shall see though and I will keep you posted.

According to the car, the rear pads have 14,000 miles left on them and the front have 27,000 miles on them. Yet further proof that Kwik Fit are still up to their old tricks. Have also been waiting a week for the branch manager to call me back with an explanation, so very poor cusotmer service as well.

Thank you for all of the replies and helpful information. Firstly, Kwik Fit may have responded promptly on here, but will they actually do anything about it? I've just been reading that Kwik Fit have been on Watchdog, other consumer programmes, and have been in the national press for shady business practices and so I'm not expecting them to do anything about my experience or change anything. Trading Standards just said that that they'd leave the complaint on file!? Given all of the complaints, does anyone know why they haven't done anything regarding Kwik Fit? Is it because the CEO is a "Sir", or is it because consumer law is toothless.

This is a strong warning to others regarding Kwik Fit's dubious business practices/incompetence and very poor customer service. I went to my local branch (which I am considering naming) for an MOT. I was told that there was a parking brake imbalance and it would have to go back in for a brake check. While it was in, Kwik Fit phoned me and after 5 minutes of explaining how brakes work, I was told that in needed new discs and pads at a cost of £405. Fortunately for me, I declined the work and took it to a local independent garage who specialise in my make of car for a second opinion. After inspecting it, they told me that: The brake discs were absolutely fine The pads had another 10,000 to 18,000 miles in them And that all it needed was a handbrake adjustment. This cost me just £30!!!!!! I also paid £48 for an MOT and it passed. By trying to charge me £405 for work not needed, it's either incompetence on the part of Kwik Fit or they are deliberately trying to charge for work (and parts) that are not needed. Personally I think it's the latter. Either way, I won't be using Kwik Fit again. I called head office to make a complaint. They took details and said that the branch ops manager would call me. 5 days later, I'm still waiting. I may pay him a visit and see what he says about it.