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Kwik Fit- Major Issues and being Ignored

Kim Fairbanks

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Hi Everyone,


I'm really hoping someone can help me as I've had no joy at all trying to sort this out myself and it's quite upsetting.


We took our car in to the Poole branch a few weeks ago to ask them to sort out a 'bump' noise and the handling of our car as it felt unsafe. They then 'fixed' it which cost us quite a lot of money especially in these times. After my other half picked it up he drove it away and it made the same noise etc. He phoned them and they apologised and said to bring it back for further work. We were at first angry they didn't test it after doing the work to check the noise and also the fact we paid and it was still broken. My partner being a ex-mechanic had a bad feeling about it so I took it Pro-Tyre in Poole. They took one look at it and said the work had been carried out badly and also wasn't needed. In fact the problem was the roll-bar which was directly next to what they had 'fixed' so there was noway they could've missed it. Also driving around with a broken roll bar is not safe!

Feeling really upset the mechanic gave me a statement saying the work was incorrect and not needed. This along with a very upset email I sent to Kwik Fit demanding a refund. I heard nothing so I sent a letter. I eventually got a voice mail on my phone saying it was now in the area managers hands and they would do nothing else. I had one call from the area manager which I missed and that was it. I had already stated in my letter anything they had to say I wanted written in a letter as I'd been advised this to have a paper trail. Still nothing from them. I've emailed again and sent a letter and received no phone calls, letters or emails. No sign of our hard earned money being given back as well. They seem to think ignoring us will make us go away but I'm determined to get our money back. I think it's awful in these times they've done this!! We have to MOT and tax our car next month plus we're getting married and moving so every penny counts, we're really upset their ignoring us. I've sent letters, emails etc in the last week and still had NOTHING in return. I've tried calling and been told over the phone they can't do anything and someone will be in touch. Total lies.




I'm really disgusted and upset about all of this, mostly being ignored! If anyone can help that would be amazing.


Many thanks for taking the time to read.

Kim xxx

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This is very typical of Kwik-Fit I'm afraid Kim.


What you should do is write to the branch that done the work using at minimum recorded delivery and enclose the details, but no waffle, and request a refund. Give them 14 days to respond.

After 14 days if they haven't responded, you send an identical letter but headed in bold 'Letter Before Action' and give them another 14 days. You end by saying that if they haven't responded satisfactorily by 14 days then further action will be taken without any further notice.


This will show you have tried to make an amicable settlement and given them plenty of time should push come to shove.

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Thanks for this and replying. I'll see what they say but they seem to be very good at ignoring people. I can't believe after reading all the complaints on the web there still trading! It's the fact mostly that there completely ignoring us, that's just so rude. They really think nothing of there customers.

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