You can't get better than a Kwik-Fit fitter, really?

[Treb]

Please see the following letter that has been sent to Kwick-Fit.

 

Just to confirm I purchased a Renault Megane 05reg 1.4 from new and have 68,000 millage on the clock.

 

Dear Customer Services,

 

Yesterday (04.02.2012) I had a full service and MOT at your Brighton Road, Croydon Branch. I am disgusted with the level of service I received.

 

The following events occurred as follows;

 

I brought the car in at 08:30 and was asked if I had any issues regarding the car. I replied with the driver side headlight needs a new bulb (which we purchased a day prior to service but was unable to fit). So I was told that they were unable to use someone else’s bulb, but could replace and fit the bulb for £10.99 (Which I fully understood and asked if they could leave the spare bulb in the car as a spare).

 

I also confirmed that the passenger window doesn’t go up or down.

Before we left the branch the car had already been moved into one of your empty bays.

 

I hadn’t heard all day from the branch so I phoned at 14:13 for a status check and spoke to Kwik-Fit employee. He then told me that the MOT failed due to the front light and brake balance. I was told the service would be done within 30-40mins and the MOT would be redone (a handbrake issue was never discussed).

 

Second time I phoned for a status check was at 16:12, I spoke to Kwik-Fit employee again who this time said that the handbrake was broken and would have to go to Renault to be replaced. This may also cause the MOT to fail. He said the MOT guy was coming back at 16:30 to run the MOT again.

The Branch then contacted me at 16:30 to confirm that the car was all done and ready to be picked up. They also confirmed that the price for a Full Service, MOT and bulb+fitting would cost £195.99.

 

We arrived at 17:00 to collect the car. I paid for the service and paperwork was handed over with no discussion regarding MOT or service faults. I left with keys and paperwork after paying. When I got to my car I noticed that the handbrake was off. So when I went to pull the handbrake up I noticed that the casing around the handbrake was cracked and loose. Also this made the handbrake hard to adjust (my car was not dropped off like this).

 

I then left the car and went back into the branch, and asked if someone would come out and have a look. The Manager at the time was cashing up and asked if one of his staff would come out with me. He sat down and asked what was wrong. I then showed him the handbrake which his reply was “it’s on the service notes”. He then got out of the car and went back into the Branch office.

 

During this time I can only presume that he spoke to the Manager or employee who ran the MOT or Service, as he then can out and explained what happen. He said “It got stuck and had to be opened to make it work”. He also said “that when he opened the handbrake it’s all broken down in pieces”. I then went back into the Branch Office and spoke to the Manager. He said that “I should come back Tuesday and speak to the guy who ran the service as he’s not in till then, and there’s nothing more he can do”. Also he confirmed again that the handbrake issue was one the service notes.

 

I took my car there in good faith believing that your guys are well trained and equipped to carry out a basic service and MOT.

 

When I picked up my car I noticed that the spare bulb was missing which I purchased outside of Kwik-Fit, the handbrake is cracked and very hard to move, the service mileage has not been reset (still saying 2,000 till next service). I’m not happy that the service/MOT notes were not discussed. I can’t believe that during the time I phoned them at 16:12 to 16:18 when the MOT was redone (though the MOT guy wasn’t expected till 16:30) that a MOT has been redone.

 

I don’t feel safe to take my children in the car as I’m afraid of what else has been missed, not done or damaged during your Branch having my car. I’m really worried about the handbrake as they said it was broken inside but I can only see casing damage. Also when dropping off my car I was in the branch office for at least 10-15 minutes. During this time the car had already been moved into one of your bays, and at that time the handbrake issue was not raised.

 

I don’t feel coming back and speaking to the service guy will help matters.

 

What I expect from you;

I want the handbrake replaced. A refund for the MOT and Service and for you guys to pay for a re-service at a Renault garage (will not use Kwik-Fit again). I also expect you to pay for any issues brought up during the second service.

I need this done ASAP as I need my car for work and driving children to school. I cannot use my car as it feels unsafe, and unroad worthy. I expect you guys to arrange a courtesy car until it’s been sorted. Also to compensate me for anytime I have to have off work due to me having to take my car to be rechecked and faults to be amended. Also anytime I’m unable to attend work due to not having a car or using public transport.

 

Please contact me if you require more information.

I’ve also added this to the Consumer Action Group forum.

 

Avoid Kwik-Fit at all costs.

Edited February 5, 2012 by citizenB
spacing for easier reading.

[Hammy1962]

Pretty good post............... Until the end.

 

Fix the damaged handbrake OK.

You want a refund for the KF Service & MOT, fair enough, but why make them pay for a dealer service. You would have had to either pay KF or the dealer. It's not reasonable to expect a charity Service & MOT. Plus pay for any issues brought up in the charity service, yeah right, so you want these for nothing as well. Apart from the handbrake trim that's broken, why does it feel unsafe and unroadworthy?

 

You want a courtesy car..............................................and compensation........................maybe they should redecorate your lounge as well, for free of course.

 

Nice use of the 'children' angle.

 

You chose the 'cheap' option, for main dealer service, next time take it to a main dealer. But hurry, Renault are terminating a whole load of them.

 

H

[Treb]

Nice reply H..... lol. The lounge could do we a make over.... And as you can tell all sense of forgiveness went by the way side when writing this letter as I was still filled with rage.

 

I tend to agree with you that some (not all) is asking for to much. The handbrake which they are responsible for will need replacing/fixing (this can only be done at a Renault garage). I do also believe that they should give me a refund on the work carried out due to some areas of the service not actually being fully carried out. If I was to recieve these I would be happy to continue with my life knowing the inner rage would soon fade away. I also think that the response "it's on the service notes" was a riddle. So I bring my car in, you brake it but ..... hang on.... wait... it's OK it's on the notes.

 

Their head office is phoning within the next 48hrs so I will keep you up to date on progress.

[Surfer01]

Having been caught out by KwikFit once to the tune of nearly £600, there is no ways we could ever recommend this company!"

[Treb]

Having been caught out by KwikFit once to the tune of nearly £600, there is no ways we could ever recommend this company!"

 

May I ask what the issue was? And what was the outcome?

[Surfer01]

May I ask what the issue was? And what was the outcome?

 

This was in 1994 before Internet and knowledge of SOGA etc, but reading numerous posts about Kwikfit seems they have not changed much since!

[ashmk]

Avoid Kwik-Fit at all costs.

 

No need to tell me that, I would also never use them again after an experience a couple of years ago.

[traffer]

So, they did something to the handbrake to get it to "work" if it is not functioning properly, on or off it should fail the MOT. If a handbrake cable is broken on one side and has not been replaced, again it should fail the MOT. If they have broken casings etc then they should make good the damage or at least called you to advise of extra work and the risk of damage and to get your approval.

 

If you have any doubts as to the MOT, contact VOSA ASAP. Nothing scares a test centre more than VOSA.

 

And then there is the not insignificant matter of the light bulb. What have they done with it? They have not fitted it so why has it disappeared? It may be unwise to suggest anything else on a public forum.