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“Disgraceful Service from Hafords”

written by on 03/12/2015

I would like to apologise firstly to the reader for the length of my review, but I think that it is important that you consider my experience before choosing Halfords to attempt any work on your vehicle. Before I start, I think that it would also be prudent for the reader to carefully look this article on how Halfords have been fined £47,000 by the Office of Fair Trading for missing 11 out of 20 faults on a defective car. In case my review is not clear enough, my advice to you is: DO NOT USE HALFORDS AUTOCENTRES TO COMPLETE ANY WORK ON YOUR VEHICHLE, NO MATTER HOW SMALL OR SIMPLE THE JOB.

On 6th July 2015 I took my Alfa Romeo to a Halfords Autocentre, Brighton, to diagnose a fault with the vehicles' engine, and to carry out repair work accordingly. I have not seen nor had the car returned to my possession since this date, due to the shameful disgraceful lack of honesty, ability, integrity and accountability displayed by Halfords throughout this entire experience.
Here is the sequence of events:
- Halfords diagnosed that the fault was that the turbo had failed, and recommended it be replaced, and agreed to fit a turbo I would arrange to be sent to Halfords by a turbo specialist. This turbo cost me £320.
- Halfords Autocentre estimated that to fit the turbo and complete other necessary work for this to be done (such as change oil and clean intercooler etc.) was £212.
- Explicit fitting instructions were supplied with the new turbo, and the specialists that supplied it even called Halfords to run through the installation process.
- Halfords called me to say the new turbo had been fitted and test driven, and was ready for collection.
- 1.5h later I arrived to pick up my car. The engine was being dismantled and I was informed that ‘something had gone wrong’ and that they ‘didn’t know what it was’
- I asked for an Itemized invoice for the work that had been carried out so far. The manager was unable to provide me with this information
- I requested several call backs from the autocentre over the following week, to tell me what had gone wrong, but I was never called.
- Eventually I was informed by the manager that the turbo had been destroyed,
- The turbo was sent back to the company that supplied it, to determine the cause of the turbo failure destruction. The result of the inspection concluded that the turbo had been ‘run without adequate lubrication, and as a result of this had overheated and seized’.
- The manager of the Autocentre point blank refused to accept liability to replace the turbo, even though it was caused as a result of their work, and happened whilst being test driven by the centre.
- I made an official complaint to Halfords on 13th August 2015 about the service I had received and was told someone would call me back, but I was not called back.
- I called Halfords again on the 19th August 2015 to re-issue my complaint, and was informed I would be called back. The Regional Manager called and informed me that Halfords would not be would not be prepared to replace the turbo or recompense me for any costs, and again brushed away the issue.
- I then contacted the Citizens Advice Bureau, and they instructed me to send a letter to Halfords Head Office quoting ‘The Supply of Goods and Services Act’ with a summary of my experience, giving them 14 days to rectify the problem.
- Halfords contacted me finally on 22nd September to replace the turbo and to take the car to a garage capable of completing the work.
- Upon arrival at the new garage, I was informed that there had been a severe dent made in the tailgate, and for which would cost £200.00 to repair.
- I contacted citizens advice bureau again, and for the second time was urged to send them a letter stating ‘The Supply of Goods and Services Act’, again giving them 14 days to rectify the problem.
-Halfords head office wrote back to me (I thought my eyes had failed me) stating that they would ‘Not be held liable for any damage’ and that ‘We do hope that we have made our position clear to you’.
- I contacted the Citizens Advice Bureau again, and at which point they instructed me to take the matter to court. This is the point at which I am at now. Perhaps Halfords would like to comment on this post to clarify that they are not prepared to assume liability for the damage that has been caused to my car by them.
I would like to now publicly allow them this opportunity to apologise sincerely for the stress, lack of earnings and costs in terms of car insurance and road tax that I have had to consume as a result of their neglect and disgraceful customer service.
I will be taking this matter further, firstly by publicly showing this text and creating as much interest and awareness into this matter to prospective and current customers of Halfords.
I would like to publicly welcome an intervention at this stage from Halfords to rectify the issues as mentioned, and I would gratefully take no further action on this matter if this were to happen. I believe you (Halfords) have my details on file, and with the information provided should find it easy to make contact with me personally if you feel so obliged.

Thank you for taking time to read my review.