Kwik Fit – for whom the bell tolls, via BBC Watchdog

Well, after much editorial input and a huge number of customer complaints here (all unanswered by Kwik Fit management) the bell is tolling for this crafty corporate.

A corporate which delivers life-threatening service, shocking customer treatment, and appalling employee practices, too, judging by some of the feedback on the anti-fan Facebook page established on the back of my original blog. Now, payback time.

BBC Watchdog will be highlighting Kwik Fit in their flagship, primetime programme this Thursday evening. To millions.

No more running, no more evasion, no more silence – the bell is tolling for you, Ian Fraser, Simon Benson, Dave Rees and associates. Your corporate PR team can’t save you now. Karmic Law in action. Bring it on.

Tweet your pre-programme thoughts and inputs to BBC Watchdog’s Twitter feed. Let’s ensure the show hits Kwik Fit hard.

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115 Responses

  1. LeanneL says:

    I have just found this blog and would like to express my own experience with the Kwit Fit in Barry, South Wales. I was randomly driving along a fortnight ago when my engine management light started flashing and the car lost a little power. Being the driver of a vw golf, this one in particular a 57 plate with 60,000 miles on the clock, I already predicted the fault to be a minor common issue, the coil pack (even if I’m a woman – impressed, eh?). I took the car straight to Kwit Fit, about 100 yards down the road. Kwik Fit kept my car for three days until a ‘specialist’ (again, I repeat a MINOR issue) could deal with the issue. I received a phone call on the predicted day to inform me that not only one, but all four coils needed replacement, including the plugs and an exhaust cleaner.

    I was then contacted two hours later to inform me that my car also had an engine fault. In bits, I got a taxi to teh garage and was handed the keys of this now somewhat undrivable car! I got the AA to tow me to the nearest vw specialist, who has now today informed me that the engine has seized. Looks like the car was revved the shit out of and freezing cold water has been poured over it – it is THAT bad! The whole engine is cracked and shooting water. Lets hope Kwik Fit do the honest thing and admit liability?

    Moral of this particular story – DRIVE the car into Kwik Fit for a silly little issue, gain the car back a write off!

    I will be pursuing this, and hopefully one day, judging by the experience of others, Kwik Fit will be brought down!!!

  2. val mcclelland says:

    had suspention arms put on my ka street car after 6 mths car went out of control kwik fit in bear cross dorset sai nothing wrong that they could see even though i had a idea it was the work they had done took it to another garage and they sai im lucky im still here as they put one on for a ka street car and the other side was for a normal ka and altogether it cost 500.00 thats with the original job by kwik fit and the second garage to put right what they did any one know where to go from here to get some money back or is it a waste of time HELP !!!!!!

  3. M B says:

    I had similar unhealthy experience with Kwik fit unit in Scotland. Charged double the actual costs of the parts supplied and fitted and denied to produce an invoice for the actual cost of the parts. They also could not detect a major fault during a full service and within a couple of weeks after the full service the car broke down on the road, which could have resulted in a major accident with fatality. Do not understand how come such rouge traders are allowed to continue their business in this so called developed country.

  4. My granddaughter took her car to kwik fit to get a new tyre which had a faulty valve. She is 19 and when they asked did she know much about tyres she said not really. They told her not only did she have one faulty valve she had altogether three bad tyres. She asked how much would it be to sort the tyres out and they told her it would cost her £262. What they didn’t know was my son was outside waiting for her, she went to tell him and he told them no way to the tyres, only one needed doing and he called them rip off merchants. We have since had them checked and surprise surprise only one tyre needed replacing. My mobility car always goes there if the tyre needs replacing but I have to ask how much are they ripping motor biliary off.

  5. AndyH says:

    Took my niece to Kwik Fit at weekend with what we thought was a faulty valve on her rear offside tyre. They told her she needed THREE new tyres (the suspect one and both front ones) and quoted her £264 to replace them (£196 if she wanted budget tyres). I thought this was steep (and a bit suspect), so took her to my usual garage, who confirmed there was nothing wrong with the front tyres and replaced her rear tyre for a mere £45. Bit of a difference there!

  6. duane says:

    hi i used to work for these rip off merchants i have recently been sacked because people didn’t like the way that i worked and my honesty i would say to anyone who is gong to use them don’t bother go elsewhere i know how they work they are always ripping people off to meet their daily targets which i think is wrong but they will keep doing as they can get away with it stay away from kwik fit and use local garages as they are cheaper than kwik fit

  7. Ian says:

    My daughter was quoted £668.80 by Kwik-Fit (Borehamwood)to repair a faulty exhaust. I collected the car and took it to a small independent exhaust replacement garage who repaired the fault for £75.

    Kwik-Fit wanted to replace the whole exhaust – the indi garage just replaced the back silencer.

  8. Nicola says:

    I took my car to Kwik Fit, Cardiff for an MOT. My car is 11 years old and has never failed an MOT. I have it serviced regularly and though it is old and rattles a little, it is a good car. I went back to collect my car and I was told my car had failed, due to faulty washers and windscreen wiper and I needed the brushes changing on the front anti-roll bars. I knew they were a little worn, but I was told by my mechanic it was not a problem, just that it would be noisy. I took my car away and had it re-MOT’d, my car passed. I DID NOT have my brushes replaced, I DID NOT have a new windscreen wiper EITHER but I did have to have the washer pipe repaired as it had been snapped off. SHAME ON YOU KWIK FIT.

  9. Hisham says:

    One evening I had flat back tyre and I can not change the tyre because the locking nut was a bit damage so the break down car taken my car to Kiwk fit in Surbiton, the told me i will need new tyre which is will cost £106 (for only 1 tyre) and I had to other option so I agreed and the following day the tyre was flat again (the reason is when they change the old tyre they didn’t at least clean around the wheel that’s why there was air leak), I put some air and went back again and when I ask them to repair it the told me that I need to change the wheel or get it refurbishment and they told me to get it sort somewhere else and it’s nothing to do with them. they didn’t even want to refund my money back. I had to go to another garage and I bought new tyre at £80 only and now I’m trying to get the £106 back

  10. Hisham says:

    One evening I had flat back tyre and I can not change the tyre because the locking nut was a bit damage so the break down car take my car to Kiwk fit in Surbiton, they told me that I will need new tyre which is will cost £106 (for only 1 tyre) and I had to other option so I agreed and the following day the tyre was flat again (the reason is when they change the old tyre they didn’t at least clean around the wheel that’s why there was air leak), I put some air and went back again and when I ask them to repair it they told me that I need to change the wheel or get it refurbishment and they told me to get it sort somewhere else and it’s nothing to do with them and they will only fix it if I bought new wheel and I replied that my wheel still in very good condition but they refuse . they didn’t even want to refund my money back. I had to go to another garage and I bought new tyre at £80 only and now I’m trying to get the £106 back.
    To me they are only ripping people off

  11. keri says:

    Hi, I am currently having major problems with kwik fit newquay. I took my car there for an mot 2 weeks ago tomorrow as it is a 2 minute walk from my work so very convenient. When I went to collect the car they told me it had failed as it needed a new headlight bulb and a ball joint. They advised that I would then need the tracking done and then they could do the retest. I needed my car that afternoon and was busy the next couple of days so I asked when they could fit it in after that, they told me to just bring it in when they open at 8.30 on any morn and they should be able to have it all done by lunchtime. I asked whether it is better if I book it as I had a busy couple of weeks ahead and needed to be sure it would definitely be done, they ensured me that it was fine to just ‘bring it in’. At this point they quoted (off the top of my head as they currently have the paperwork with the quote on it) £150. Plus the £35 for the mot which I.paid on the day. So…as it was my son’s birthday last week and we had relatives staying I didn’t get round to.taking it back until last Friday, I called them when they opened even.though they had said just take it in, they said they didn’t have time to do it that day, then backtracked and said let me call the supplier of the parts needed and see if we can do it. They called me back after speaking to the supplier and told me to drop it off at 11.30 and it would be done by 3pm. I needed the car at 4pm latest, which I explained to them and they agreed that it would be fine. I dropped it off and when 3pm came I sat by my phone, they called about 10 past telling me that the ball joint problem was fixed but the headlight problem was more than just a new bulb. The bulb wasn’t in the position it should have been and everything was melted together behind the lens or something ( I don’t know too much about cars) meaning I needed a new lamp casing which couldn’t be done that day. They asked me to go and pay the £144 for work already done but I couldn’t drive my car as it had no headlight. My parents were staying and had taken a trip to newquay so I asked them to go in and pay the money and find out what was going on and then rush back and collect me to give me a lift to where I needed to be. They came back after paying and said kwik fit told them it would be done on Saturday and would call when it was ready to collect. Saturday came and went without a call, as it was my son’s birthday party and we had people coming and going all day I wasn’t to bothered as I needed to be at home really. I did try to call them 10 mins before closing to say I would get it Sunday but there was no answer!
    Sunday morn I called as soon as they opened, they said sorry we didn’t have your contact number to call you Saturday! They called me Friday!!

  12. keri says:

    Oops, clicked submit comment but it doesn’t end there!
    So Sunday they told me that although they ordered the part Saturday it hadn’t turned up! For some reason the order wasn’t ‘clicked through. They said the part wouldn’t be there until Monday morn, I am not one for confrontation so said that’s fine I will get a lift to work Monday morn and collect it in my lunch break. So I got a work colleague to pick myself and my son up in the early hours of Monday morn and drop him at nursery and take me to work. I rushed to kwik fit as soon as I finished for lunch to be told the part had just turned up and they probably wouldn’t have time to do it until Tuesday morn! I said fine I will get a lift home and call them Tuesday lunchtime to see I’d it’s done, he then said they have a lot of services booked in Tues morn so it may not be done until the afternoon but call anyway. He also reminded me that I have another £179 to pay! It’s Tuesday today, they called at about 9.30 to say the light was done this morn, they open 8.30 so it wasn’t exactly a long job! But they still need to do the retest so they will have that done by lunchtime. It’s not lunchtime yet and I need to find someone that can take me there to get it and cough up the remaining cash!
    Is it just me or is this kind of customer service a total joke?! I have no idea who to complain to and if it will even get me anywhere? In hindsight I should have got a second opinion but it’s too late for that and I feel totally screwed over by them. Never ever again!!!! If anyone has any advice please help!

  13. Ross says:

    I’ve just had a similar problem. MOT’d my Audi with a Bristol Kwik Fit Branch, apparently it failed on a brake imbalance, even though the calipers etc were cleaned up only earlier in the year. First they tried to tell me that my rear pads needed changing. When I told them that couldn’t be right, as these had been changed only 8000 miles prior (along with the discs), they then changed the diagnosis in that it was simply the calipers that needed cleaning again. I reluctantly accepted this, but upon collection tonight they’ve been unable to produce the old brake pads (yes apparently they had to change these too) advising that they already threw them away. They produced one cailper, despite the fact that they reportedly changed both of those too (I will be getting the one I do have checked out later this week by an Audi dealer). The biggest problem of the lot is that they also then chose to advise that apparently the engine manifold is badly damaged, along with the air filter. There are screws missing and damage to an outlet pipe. “Can’t believe you didn’t notice the noise”, they said, and implied that I must have worked on it the night in between the MOT failure and the brake work. As if I’m going to do that at 8pm at night – I wouldn’t even know what to do! Driving it home tonight, not only could I hear the new noise reportedly associated with the manifold (akin to an old motor bike), but I now find that my car won’t accelerate properly and there are exhaust fumes blowing into the car via the air vents. How can this have happened? Things don’t just fail like that. KWIK FIT – what is going on?? There are questions that need answers here. What are you going to do about it?

  14. Steve Rogers says:

    Keri I had the same problem go onto the kwik fit website and there is a section for feedback or there should be a number on your invoice to ring and speak to someone. They sorted mine out quite quickly.

  15. Steven Gall says:

    Had already spent £1000′s at kwik fit, Portobello, when my car developed a new problem. There was a noise coming from the wheel. A clicking sound. Mechanic told me that it must be the other wheel baring, because the other one had just been done. So, booked it in to have the other baring done. Like always, receives a phonecall that afternoon, telling me that the baring does indeed need replacing, but my entire stearing column also needs replacing along with a new wheel hub. So, what began as a small job, has now turned into a massive and expensive job. Later on that afternoon, i gets another phonecall telling me all the work has been done, but they where now asking me as to whether or not the ESP light had been on when i took the car there, to which i replied it had not, as it quite simply had not been. The mechanic did not even deny this, and clarified that he had not noticed the ESP light having been on before, and that he did not know what the problem was, but that he would have a look at it and phone me back. He phoned me back in the evening telling me that my car was ready for pick up, but that the ESP light was still on, and that he had not got to the root of the problem, so i would have to bring the car back in the morning. So, i went to pick my car up, paid nearly £700 on repairs, when originally i had been quoted £120 for a wheen baring, and drove off with a faulty ESP light which is an MOT failure. Quite miraculously, i got a phonecall as soon as i got home from the mechanic, telling me i did not need to bring the car back to them, as he had spoken to his master technician and his master technician had told him that the stearing angle sensor was broken and needed replacing, and that since it became broken in Kwik Fit, all i had to do was go and purchase a new angle sensor, although he did not know where from, but estimated it would cost about £50, and that the master technician knew a guy worked in Peugeot who was willing to do the job for free, but that kwik fit where not actually allowed to fix ESP lights, and so they are not allowed to pay for the part. So, i stupidly agreed, but became angry after, and phoned kwik fit complaints department, complaining about how i had spent near £700 just to leave the garage with a new fault. All she done was phone up the garage, and get them to phone me, and they just told me the samething again.
    So, knowing nothing about angle sensors, where to get one, or anything, i decided to leave it for now, like they probably expected me to do anyway, however this was a big mistake.
    After a few months only, i began hearing the same clicking sounds coming from the wheel, so took it to kwik fit, and they acknowledged that it was a wheel bearing, the same one they had already fitted, and agreed to do it under warranty.
    Now, my car is a private hire taxi, and by 5months time, my cab test coming up soon, and ESP light still on. So, i phones up Peugeot and asks them how much for an angle sensor, and they tells me £249+VAT.
    I now become angry again, as this is a lot of money to pay for a part that became broken while having £700 worth of repairs done to my car.
    So i phones back Kwik Fit customer services and lodges another complaint about same matter. Three days later the manager at head office phones me up, and says he is going to investigate.
    Now, a few days later he phones me back, and says he has spoken to the Mechanic and Master technician and that they both say that the ESP light was already on when i took the car to the garage. I asked, “If the ESP light was on when i took it to the garage, then why are they offering to fix it for free?” to which he stuttered em em um um, yes, well, i dunno, i will have to look into it some more and phone you back in a few days.
    So, after two days he phones me back, telling me he has spoke to them both again, and that they both say the samething, except that the reason that they are offering to fix it for free, is because of how much money you have spent at kwik fit, they are giving you a goodwill gesture.
    So, i ended up phoning up a scrap yard, and i got a second hand coms unit for £50, however the rattling noise on my wheel came back. So i took the car to kwik fit, along with the coms unit, and i told them about the noise on the wheel.
    So, they took the car in to fit the Coms unit for free, like they said they would, and told me they would look at the noise coming from the wheel.
    I took the car in first thing in the morning, and they had told me fitting an angle sensor is a minor and quick job, yet by 5:30pm they still had not fixed it, and when i spoke to them on the phone they said, “Look, we have already told you we will phone you when its done”, and i replied, “Yes, but its 5:30, you close at 6, so if you phone at 5:59, then how can i get there by 6?”, to which he replied, “we will phone you when its done”.
    I jumped in my other car and went straight down to kwik fit, and there was my car in the car park. I went upto the manager and received my car keys, and he said that the ESP light was out, so i thanked him. I then asked him about the noise coming from the wheel, and he said he does not know, but it sounds like a wheel bearing or the drive shaft, and then said that he was not going to look at it though, as he was no longer accepting me as a customer and that i would have to go elsewhere.
    However, the all the wheel bearings have been done my kwik fit Portobello in the last 6months, and are under warranty, as is the drive shaft which got done when they damaged my ESP light, which they are now refusing to look at.
    ERM, terrible service, will be on the phone to area manager in mornoing to see what he says about this.
    Absolute joke.

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