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“Completely disenchanted!”

written by Asiseeit on 02/12/2012

I have a fleet car and I am obliged to source tyres from this company. First visit to their branch in East Grinstead and I walked out because of the appalling attitude of the fellow that was "serving" me. Onto Crawley who had a better attitude but fitted the wrong size tyres. When this was discovered by Kwik Fit at the time they fitted new brakes, ATS denied all knowledge!
Moving on I advised my fleet company I was not prepared to use ATS but they insisted I did. So third time lucky, well actually yes. The fleet company phoned the store and warned them I was on my way and all was sweetness and light. Two new tyres fitted and one satisfied customer. Couple of months later I had a puncture and I sought authority for two new rear tyres as one had a puncture but both were nearly worn out. Obviously I thought I would use the same store that had earlier given good service. Oh dear what a complete experience reversal. Fellow walks out to my car wearing the ATS uniform that clearly hadn't seen a washing machine in months. Half heartedly put on a seat protector which I could see he hadn't placed correctly. I complained that I had fawn coloured cloth seats and these would be made filthy by the filth laden fellow. I was assured he had put it on correctly so I let it go. Two new tyres later and the filth laden fellow parks my car outside ready to drive away. Don't know why but I apologised to the manager for expressing my concern that they seat protector wasn't in place and then got into my car.
Eventually got home and then looked. Oh dear exactly as I had forecasted, grease and grime on the seat and door card. Got it off with some fabric cleaner but why oh why didn't I check before I drove off and bought it to their attention.
Frankly I am not prepared to tolerate this level of service and the Horsham branch is now off the list of delightful places to visit. As for the fleet company they will be made aware I am not prepared to take this car to ATS ever again and I will cease driving it if they insist.
Now please don't think I am a moaning minny because I am not. I have to give a professional service to my customers and I expect others to do the same to me. East Grinstead had no notion of the phrase customer service, Crawley nice enough but failed crucially, Horsham only if they valet the car afterwards!