Avoid at all costs!

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VSlatter's review of Mr Clutch Autocentres - www.mrclutch.com

★☆☆☆☆

“Avoid at all costs!”

Written on: 28/09/2019 by VSlatter (1 review written)

Had I known that Mr Clutch were completely devoid of customer care, diligence and professionalism I would have avoided them at all costs.

Our Car was booked in for a clutch replacement at our local branch of Mr Clutch on Wednesday 17th July 2019. When the work was completed the car was taken for a test drive where they identified a knocking noise when the car was in motion. The car was then put back on to the ramp to be re-inspected.

After the second test drive we were advised that the noise may be as a result of an issue with the brakes. We were given no further advice and left the garage

In the days that followed we noticed an unusual sound coming from underside the car when driving. The car seemed to be rattling when in motion. This was particularly unnerving when driving my two young children to and from school.

Based on the advice we were given regarding a potential issue with the brakes, we booked an inspection at a local branch of a well-known National Garage for Saturday 20th July. We did not initially mention the work previously undertaken by Mr Clutch on the Wednesday.

When we arrived back to collect the car we were asked if we had recently had any work completed on the car to which we advised that there had been a clutch replacement a few days previously. My husband was then taken to the car and was shown that one of the bolts on the sub frame into the steering rack was not completely secure. This was clearly the source of the knocking noise that we had heard when driving.

The Mechanic marked the exact bolt with yellow chalk to make it abundantly clear where the issue was and then we drove the car back to Mr Clutch which was approximately five minutes away.

When we arrived at Mr Clutch the car was put back on to the ramp to be re inspected. It was at this point we were advised that the sub frame ‘does not need’ to be removed to replace a clutch. This was in complete contradiction to what we had been told when the work was originally completed on the Wednesday.

When the check was complete, we were advised that the bolt was in fact completely secure. A bolt that was identified by a second independent garage as being loose only 20 minutes previously.

This was all documented in writing by the Assistant Supervisor of the independent garage. They have subsequently advised that they are very happy to discuss this further given that it is also their professional integrity being called into question.

The brakes were then subsequently checked and we left with no further explanation.

It is my understanding that had the sub frame into the steering rack detached completely the consequences could have been catastrophic. This is a car that is used numerous times during the day and transports my children to and from school.

I have since contacted the Customer Service team regarding my complaint and what has followed has been nothing short of appalling. They have been deliberately evasive, vague and non-comital. There has been a flat denial to acknowledge that there has been any wrong doing, despite written evidence to the contrary, a refusal to answer any of the questions I have raised, and a refusal to escalate my complaint internally. Apparently, there is no escalation process above the Customer Service team and no complaints procedure for them to send to me.

After 14 pages of email correspondence, and two telephone conversations, I have now been advised to refer my complaint to the National Conciliation Service for their independent review as it is unlikely that an agreement will be reached between us.Given that we have written confirmation and proof from an independent garage, I find their arrogance and complacency quite simply astounding

It is also worth mentioning that we were quoted almost £200 more for the clutch replacement in person. It was only when we advised that we had requested an online estimation a few hours previously that they agreed to honour the original quotation.

I think the way that any Company handles such serious complaints speaks volumes about the kind of organisation they inherently are. I could not be more disappointed that we put our trust in a company that clearly has no regard whatsoever for their customers.

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