Kwik Fit - poor car service

[kimdunja]

Hello!

 

Since last July, my car (01 reg Yaris - currently 85K on clock) has been going through more oil than it used to. In August I took insurance with Kwik Fit, and in December I used their free MOT offer, and the car passed with no problems.

 

In January, because of the discount through the insurance, I took it back to Kwik Fit for a service. At that time, when asked if the car had any problems, I told them a wheel trim needed to be fitted and that the car was using a lot of oil. Both were written down by the guy on the desk, on a form. After the service, I was told the front brake pads and discs needed to be replaced (which I did), but there was no mention of any oil problems.

 

Today, my car developed a rattling noise, so I returned it to the same Kwik Fit I have always used (Stretford, by Old Trafford), and was told I needed a new engine as a corroded oil sump had meant very low oil levels damaging the engine. I contacted my mum, who gave me the car, and she instructed me to take it to her local backstreet garage which a friend uses just to confirm. They are saying that the rattling comes from the top of the engine, and that an engine flush, new sump, and full hydraulics check *should* fix the problem. I discussed the service with them (not stating where I took it), and they said that the level of corrosion was such that it could not have happened to that extent in the last 6 months, and *should* have been spotted at service, especially as I had requested it.

 

Anyone have any idea where I might stand with Kwik Fit on recovering any costs for the new repair??

 

Thanks!!!

[Conniff]

Brake pads and disc - the kwik-fit's favourite con.

 

I don't see what a corroded oil sump pan has to do with oil level, as long as the pickup was submerged in the oil, then it would still get full suction. There would have to be a reduction by around 50% of oil contained in the pan to affect the engine cooling, but not the lubrication, and then only on a long journey. I can't see the sump pan being corroded that much.

 

Has the oil warning light shown at all?

Is the sump corroded through and if so, is it leaking from a hole or the seal?

Are there any other oil leaks apparent?

 

I always advocate to start with the cheapest component that could be causing a problem, and though others may disagree, a flush is the cheapest attempt to cure hydraulic tappet noise. It could be £20 wasted if it doesn't work, but could save a few hundred if it does.

 

How long since the last oil change?

[kimdunja]

Fortunately Kwik Fit didn't do the pads and discs, my brother did! But he's in the army and moved away, so can't help with this problem...

 

Both garages claim a hole in the sump developed through corrosion only... and no other apparent leaks. The warning light has come on three times in the past year. In July 2009, when I first noticed the large use of oil; in november, a month after I begun a new job that requires much higher mileage than my last, then again in approx March.

 

Last oil change was at the January service - around 4k miles ago... I had planned to do it again in a couple of weeks, but this came up first!

 

Any clearer?? (and thanks)

[kimdunja]

Repeat post apologies

Edited July 22, 2010 by kimdunja
Repeat post - apologies

[Conniff]

If the hole was apparent (sump wet), then the mechanic who serviced it should have brought it to your attention, so there is the sign that says 'no more services at kwik-krap'.

 

You should have investigated the oil warning light glowing as soon as it happened, especially on the second occassion.

I'm not sure what you are expecting from kwik-fit, but I don't think you can gain financially from their poor customer service.

 

Have the garage your mum visits do what he suggests, and insist on a dealer oil filter.

 

I don't think you have any claim on anyone.

[kimdunja]

Thanks for your help and advice conniff...

 

As noted, I did ask Kwik Fit to look at the oil during the service, due to the second time the warning light had appeared, however you are right that I should have pressed the matter.

[Conniff]

Drop the manager a letter telling him that his mechanics failure to follow customer directions and to report a problem, (the number 1 in customer service), has not only cost you time and inconvenience but increased the costs of repair.

Say how unhappy with the service you are and are now considering using another garage for all future work.

 

He might just come back with an offer which you can take up, but still don't have to use them in the future.

 

How has the repair gone so far ?

[kimdunja]

Thanks again Conniff.

 

I'm planning to write a letter off to the manager as no harm can come from it.

The local garage I took it to fitted a new sump for £140, in the hope that the more steady flow of oil would solve any tappet problem... unfortunately it hasn't as yet.

 

Luckily my brother the army mechanic (12 years experience) came home at the weekend, had a look, and said whilst he could see no real damage to the engine, he suggests a cylinder head overhaul. He'll do the work for free, and I can just pay for parts, but that'll still be around £100-150. So the total repair bill could be up to £300. A bargain, but still something that I do feel could have been avoided had Kwik Fit undertaken a proper service.

 

My brother also noted that no-one with any motor experience should have even considered that the car needed a whole new engine. Oddly enough, Colin the guy at Kwik Fit rang me to say that he did have a mate just down the road with a second hand Yaris engine who could do the job for me. Handy eh?

[MARTIN3030]

Suppose it could have been worse....it could have been Arnold Clarke:rolleyes:

 

Complaints about these recently seem to be reaching epedemic levels.

[lasertung]

Refer to post "Arnold Clarke----me_n_my_kids.

Kwik Fit is owned by another "SIR". There is also another Scottish "Sir" who has interests in the motor trade and sport, This guy's staff sell the same vehicle to two different people! Then there's "Sir" Jackie Stewart of racing fame---well we all read the story about him and RBS.

So, it would appear that there is little value indeed to the title "Sir" in Scotland---probably much farther afield too!!!

[MARTIN3030]

I think to be fair when Tom Farmers original Kwik Fit was at its height it was not a bad company.

[kimdunja]

Just a quick update:

 

I had a phone call this morning from a regional manager of Kwik Fit, following making a complaint via email last night. I followed Conniff's advice regarding the staff failing to report a problem or follow customer direction, and pointedly stated that I am a lecturer at a University less than a couple of miles from the centre I visited; and that should I be asked by staff or my students, I would more than willingly inform them of the type of service I received.

 

Oddly enough, the Kwik Fit man has now offered to refund me the cost of the new sump and fitting (but not the service), and is sending me some Kwik Fit vouchers (which I will pass on as Christmas presents to people I don't actually like).

Edited July 27, 2010 by kimdunja

[Conniff]

That's wonderful, it pays to persevere.

[lasertung]

Martin--perhaps so, but in this area their sales technique left a lot to be desired.

[heliosuk]

I get a lot of letters (usually demanding money!) starting with with "Dear Sir".

 

Does this mean in now it should be "Dear Oik"?

[MARTIN3030]

I get a lot of letters (usually demanding money!) starting with with "Dear Sir".

 

Does this mean in now it should be "Dear Oik"?

 

 

 

[Carmichael]

I think it helps to look for local garages for both car service and MOT as long as their work can be verified through positive (or non-negative) comments.