Kwik Fit review: wanted £405 for £30 repair!

[kwik101]

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.

[king12345]

Usual story with them.

Even if you brought in a car with new brakes they will try to get them changed.

I found the solution to overpriced unnecessary mechanical work by selling my newish car and buying an old one in good conditions.

I service it myself and take it to the mot only garage.

They are not linked to any repair garage so don't have any interest in saying that something is wrong.

Downside is that I really miss a newer car, but I was really fed up with the cowboy garages, main dealers included.

[KwikFit Official Customer]

Hi there,

 

We're sorry to hear about your experience at Kwik Fit. Apologies for the delay in contact from the area manager. Can you please e-mail customer.service@kwik-fit.com with 'Consumer Action Group' in the subject line and provide your vehicle registration number. We will locate your logged complaint and ensure that the area manager gives you a call as soon as possible regarding this.

 

Kind regards,

Kwik Fit Customer Service Team

customer.service@kwik-fit.com

[sequenci]

Great to see such a quick response from Kwik Fit.

[scaniaman]

Great to see such a quick response from Kwik Fit.

Yes, but these complaints have been going on for years, and despite KS cust service dept on here, the ethos of the firm has never changed. I suspect that many of these complaints are born from the depots being on a large income incentive of some sort.

I draw great parallels between this firm and a major car dealer, who year on year have complaints levied against them. They won't change their business ethics as long as the public patronise them.

Despite all these internet complaints, Joe Public still provides them with much business.

It has also come to my attention that many of the younger people won't buy from sources which are not Big Brand Names.

It's ironic that the principles of these firms have been awarded the status of "SIR".

So, basically, the public have the answers in their own wallets.

[popeyethesailortam]

Yes, but these complaints have been going on for years, and despite KS cust service dept on here, the ethos of the firm has never changed. I suspect that many of these complaints are born from the depots being on a large income incentive of some sort.

I draw great parallels between this firm and a major car dealer, who year on year have complaints levied against them. They won't change their business ethics as long as the public patronise them.

Despite all these internet complaints, Joe Public still provides them with much business.

It has also come to my attention that many of the younger people won't buy from sources which are not Big Brand Names.

It's ironic that the principles of these firms have been awarded the status of "SIR".

So, basically, the public have the answers in their own wallets.

 

Can guess exactly which motor group your thinking about scania!

 

Kwik fit-up rep. You are notorious within the motor industry for this type of practice. OP tell everyone you meet your experience. Trading standards et al cannot and will not do anything. But with any luck kwik fit-up will lose their customers.

[kwik101]

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.

[kwik101]

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.

[renegadeimp]

Did you follow the advice in post #3?

[kwik101]

Did you follow the advice in post #3?

 

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.

[silverfox1961]

Hi

Having just looked at afew thread regarding Kwik Fit, the threads seem to tail off so we have no information as to if the problems were resolved or not although I did find a couple where resolution was sorted.

 

I do find it surprising that the rep on here has not come back to you to inform you of any delays.

 

Once Trading Standards receive enough complaints of poor service, they then begin an investigation so it is always in the consumers best interests to 'dob them in'

 

As to your problem. You haven't lost anything but I do feel a GoG is warranted for the hassle they have put you through.

[kwik101]

Hi

Having just looked at afew thread regarding Kwik Fit, the threads seem to tail off so we have no information as to if the problems were resolved or not although I did find a couple where resolution was sorted.

 

I do find it surprising that the rep on here has not come back to you to inform you of any delays.

 

 

 

 

Once Trading Standards receive enough complaints of poor service, they then begin an investigation so it is always in the consumers best interests to 'dob them in'

 

As to your problem. You haven't lost anything but I do feel a GoG is warranted for the hassle they have put you through.

 

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.

[kwik101]

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.

[scaniaman]

101, you can tell 5000 of your friends but that will make little difference. The public are fickle creatures and if they think they will get it cheaper or quicker from kwik s---t then despite what advice is given they will go back.

[KwikFit Official Customer]

Hi there,

 

The area manager tried to get in contact on Friday but the contact telephone number we have on file for you was directed to a voice mail inbox for a recruitment company. Could you please e-mail customer.service@kwik-fit.com with 'Consumer Action Group' in the subject line to confirm the best contact telephone number and a time in which to discuss this.

 

Kind regards,

Kwik Fit Customer Service Team

customer.service@kwik-fit.com

[kwik101]

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.

Edited January 13, 2014 by kwik101

[silverfox1961]

In my opinion, the response is pretty reasonable although the issue should never have arisen in the first place.

 

Take the money and run.

[renegadeimp]

I would have taken up the offer of a reinspection. If they told the truth, you get brand new pads and discs. If they lied, you have grounds for a formal complaint and get trading standards involved. Win/win for you.

[Yukiko]

Same thing with me, exactly the same. KF in Cambridge told me my discs and pads were dangerous and that my discs were below spec. When asked what "Spec" was, he responded 300mm... When I told him 300mm was precisely One Foot, and that I was driving a Nissan Primera, not a Boeing 767, he got shirty and told me it would be my fault if I had an accident, yadda yadda... Took it for an MOT at my local garage, no discs or pads required, passed MOT. Wheels off, mechanic told me that the brakes were absolutely fine.

 

Moral of the story, support your local garage rather than Kwik Sh*t. Two tyres at a local garage, £99 (Budget), KF couldn't beat it, despite their promises. Absolute Shower...

[king12345]

If you took a brand new car straight from the dealer to kwik fit they would still try to flog you new brakes and pads

Good on VW and Audi (maybe other cars but don't know) for having a brake inspection slot with marks on it so owners can check pads thickness by themselves.

[Conniff]

If you took a brand new car straight from the dealer to kwik fit they would still try to flog you new brakes and pads

Good on VW and Audi (maybe other cars but don't know) for having a brake inspection slot with marks on it so owners can check pads thickness by themselves.

 

You forgot the shockers