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“Caught out by extortionate repairs but lessons learned!”

written by ERS162039 on 15/05/2014

I decided to use Servicing Stop after a fairly straightforward MOT last year, and having moved to an area where I was unfamiliar with local garages.
I asked for a full service to be carried out on my Ford Focus, followed by an early MOT as I would be away when it was due. The service cost was reasonable when compared with other places; however I declined the “recommended” engine flush for £35 and set of spark plugs for £59. (I later discovered the said plugs were around £6 to obtain.)
I was contacted to be informed that during the service and pre-MOT look round the car, it had been identified that I needed new brake pads (£128) and 2 front tyres (£168) plus 2 windscreen wiper blades for a whopping £42 the pair! I was convinced by Peter at Servicing Stop, that these were super duper fancy affairs and that no other wipers would fit and i reluctantly agreed for the go ahead for the essential work as I was short of time and did not want to have to sort it out on my return from holiday. It all seemed a bit steep but Peter insisted they were making hardly any profit on these prices and I had to trust his integrity on the matter.
I received a link asking for payment, and assuming the work was complete duly paid up. At six in the evening the car was returned, however minus the MOT and the tyres, which hadn’t arrived. Bearing in mind I had already paid, and was expecting all to be complete, and it was for this convenience I had (I was increasingly starting to feel) paid somewhat over the odds for.
I decided that having to return the car for a second day really negated any benefit gained in view of the rather steep prices and have requested a refund for the MOT and Tyres. I have not managed to speak to Peter again despite 3 phone calls, and although I have been informed I will be refunded and promised a return of my call, I am still waiting, with nothing in writing.
At this point I decided to check exactly what I was getting for my money, and have revealed the full extent of the amount Servicing Stop are adding to the price of the additional work.
Having contacted the garage carrying out the work directly, for an anonymous quote, I discovered the actual price for the brake pads to be ‘around £60’ and the tyres £120, making a mark up of £116 on those two items alone. I’m not averse to a little profit, but this is almost 100% mark-up and nothing more than greed. (Had I gone along with the spark plugs thing- I would have paid about 600% of their actual worth!)-According to the Ford website, the super duper £42 wiper blades don’t even feature in their spares for my car, and they are offering theirs at £17 plus VAT so it’s possible I could have used these saving another £20 plus.
In addition to my dismay at the massive mark-ups, it’s really not on to request payment for work that has not been carried out: This should only happen once all is in order.
Despite further attempts to speak to Customer Services, I cannot get past the 'front desk' who assure me I will be refunded, but 4 days later I have no written evidence or response. No one wants to speak to me! To add insult to injury, i have received texts and emails (obviously automated, asking me to rate my experience. Despite making it clear I have serious concerns that are not being addressed, i have received a response indicating their delight with my satisfaction: proof if any were needed that this is a meaningless exercise and no one really gives a toss about customer satisfaction.

Hopefully I will get my refund eventually and as for the ridiculous prices for the work that was carried out , i will just have to put that down to experience, but I would really like to warn others and avoid further customers being ripped off too.