Kwik Fit charges for unnecessary work in undercover sting

National fast fit shamed following an investigation, prompted by company whistle-blower

Kwik Fit charges for unnecessary work in undercover sting
Kwik Fit, Mansfield. Image: Google Street View.

Kwik Fit has been encouraging customers to pay for expensive repairs and has charged them for parts that were never changed, an undercover investigation by The Mail on Sunday has found.

Reporters posing as customers took cars to a number of different Kwik Fit centres for a full service.

In Nottingham, the reporter was charged £49.95 for a wheel-alignment adjustment but the wheels had already been aligned at an independent garage beforehand.

A Kwik Fit staff member told the reporter: “We have adjusted it for you.

“Now we’ve set it back dead straight.

“It has gone from being over to smack down the middle.”

In Birmingham, a reporter was warned that in the ‘worst case scenario’ her wheel might come off if she didn’t spend £151.60 on a new bearing when it did not need changing.

A staff member told her: “Like I says madam, I don’t want to scare you because we’re not in the game to scare you but in the worst case scenario they can actually dry up and they get hot, basically, and then dry up and it could actually collapse.”

When asked whether the wheel could come off, he replied: “The worst case scenario, yes.”

Parts never fitted

Technicians also charged her for four new spark plugs as part of the £195.95 service package – but they were never fitted.

A Kwik Fit spokesman said: “We cannot accept that the centre’s diagnosis of a faulty wheel bearing is incorrect without re-examining the car.

“However, our own investigation confirmed that the spark plugs were not changed in this case and we fully apologise for that.”

Leaking oil

In Mansfield, a one-year-old Mini was allowed to be driven away with a leaking oil filter.

Staff told the reporter that “everything is fine” and that the car was ready but on arrival, she was told that the garage was unable to replace the oil filter because they didn’t have the correct part.

When asked what would happen if she did not get the oil filter changed, a Kwik Fit employee said: “Nothing.

“You can leave it until your next service, but you’ve paid for it so if you nip into town or anything at the weekend you can drop it in and we’ll put a new one in.”

In Derby, an examination of a car serviced by Kwik Fit staff found the screen-wash container did not contain sufficient anti-freeze additive.

The reporter was also quoted £189 for other work, which was necessary.

Each of the vehicles had an MOT at an independent garage, overseen by forensic vehicle examiner Mark Brown, a member of the Institute of Automotive Engineer Assessors.

The cars were then transported to a nearby Kwik Fit branch on a flat-bed truck to avoid any possible damage.

The national fast fit franchise made a £25 million profit last year.

Are you concerned about the way national fast fits operate? Share your comments below.

144 Comments

  1. I am a NT on a flat wage no bonus system at the garage i work at – and my friend works for Halfords autocentre as a mot tester in Hertfordshire for every failed item on a mot he gets a £5.00 bonus. He has told me he fails cars that should pass just to get the bonus !!!!

    Reply
    • There is no bonus at Halfords for failing items. Someone is telling lies.

      Reply
    • No one at Halfords auto centres gets a bonus for failing an MOT I’m a centre manager and we get all fails check by myself or the next in charge

      Reply
  2. I am a NT on a flat wage no bonus system at the garage i work at – and my friend works for Halfords autocentre as a mot tester in Hertfordshire for every failed item on a mot he gets a £5.00 bonus. He has told me he fails cars that should pass just to get the bonus !!!!

    Reply
    • There is no bonus at Halfords for failing items. Someone is telling lies.

      Reply
    • No one at Halfords auto centres gets a bonus for failing an MOT I’m a centre manager and we get all fails check by myself or the next in charge

      Reply
  3. Everybody in the trade had known this for years, it’s just a shame that it takes a newspaper article before anyone believes it. As Bob says above it’s the inevitable result of putting staff on a bonus scheme for product sold rather than customer satisfaction. But the article fails to mention the issue of staff competence which is another major criticism levelled at the “fast fits”.

    Reply
  4. Everybody in the trade had known this for years, it’s just a shame that it takes a newspaper article before anyone believes it. As Bob says above it’s the inevitable result of putting staff on a bonus scheme for product sold rather than customer satisfaction. But the article fails to mention the issue of staff competence which is another major criticism levelled at the “fast fits”.

    Reply
  5. No surprise at all with these cowboys!

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  6. No surprise at all with these cowboys!

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  7. And we are surprised ! NOT. when will the government bodies and those who live in their ivory towers in London realise that the nationals are only in it for the money and their shareholders. Halfords fit headlight bulbs in the car park and as we all know mostly they don’t fit them correctly so when the vehicle is presented for MOT the thing is pointing to the sky, they should be licencesed and be made to use correct equipment like a beam setter or brake rollers after carrying out any repairs

    Reply
  8. And we are surprised ! NOT. when will the government bodies and those who live in their ivory towers in London realise that the nationals are only in it for the money and their shareholders. Halfords fit headlight bulbs in the car park and as we all know mostly they don’t fit them correctly so when the vehicle is presented for MOT the thing is pointing to the sky, they should be licencesed and be made to use correct equipment like a beam setter or brake rollers after carrying out any repairs

    Reply
  9. we all know how the fast fits work,DVSA should be knocking on halfords door. but the main dealers are no better. i have customers come into me after being at mail dealer for warranty repair and the brakes are always 80% worn when they are fine

    Reply
  10. we all know how the fast fits work,DVSA should be knocking on halfords door. but the main dealers are no better. i have customers come into me after being at mail dealer for warranty repair and the brakes are always 80% worn when they are fine

    Reply
  11. And this is why the small man suffers when big garages get away with this kind of behaviour I think when my lease is up I’m moving to another trade. The garage trade is finished unless your a big company

    Reply
  12. And this is why the small man suffers when big garages get away with this kind of behaviour I think when my lease is up I’m moving to another trade. The garage trade is finished unless your a big company

    Reply
  13. This is not just a fast fit centre issue, main dealers also offer financial incentives to their aftersales staff, from the workshops through to the sevice advisors, the technicain get his hours up and the advisor gets there commision, £1.00 for selling pads and discs to a customer who’s vehicle doesn’t need them, 3x per day 22 days a month + other incentives?
    a viable scam thats never questioned by the department manager (who of course is also under pressure to meet targets!

    Reply
    • I was a main dealer service manager and I can confirm that the technicians are motivated and paid a bonus to report additional work, the service advisors are paid a bonus for how much they upsell and the managers are under the cosh to hit sales targets. They actually fun league tables for which technician reports the most, which service advisor the same. Name and shame. This leads to over reporting and premature up selling.

      Reply
  14. This is not just a fast fit centre issue, main dealers also offer financial incentives to their aftersales staff, from the workshops through to the sevice advisors, the technicain get his hours up and the advisor gets there commision, £1.00 for selling pads and discs to a customer who’s vehicle doesn’t need them, 3x per day 22 days a month + other incentives?
    a viable scam thats never questioned by the department manager (who of course is also under pressure to meet targets!

    Reply
    • I was a main dealer service manager and I can confirm that the technicians are motivated and paid a bonus to report additional work, the service advisors are paid a bonus for how much they upsell and the managers are under the cosh to hit sales targets. They actually fun league tables for which technician reports the most, which service advisor the same. Name and shame. This leads to over reporting and premature up selling.

      Reply
  15. it’s time to take repairs away from MOT stations, test stations should not be allowed to repair motors they test then there is no incentive to fail unnecessarily.as with HGV car MOT’s should be at depot solely for testing not repairs.

    Reply
    • Hi, just remember that the vast majority of testing stations are HONEST and hardworking. You can check out your garage by garage. Each garage is accessed and put into category Green Amber and Red. This is a good indication of the garages testing status.

      Reply
      • Where can we find this info on test centres I have searched but can’t find anything that related to the green amber red you mentioned

        Reply
    • I remember that in the 60/70’s the local council bus garage did MOTs, and could thus be genuinely impartial about the pass/fail result.

      Reply
      • You can still get an MOT done by the council, go to where they do tests on taxis, they are MOT stations as well, you get impartial tests as they don’t do repairs.

        Reply
    • You can get the car repaired elsewhere, it does not have to be at the test station.

      Reply
  16. it’s time to take repairs away from MOT stations, test stations should not be allowed to repair motors they test then there is no incentive to fail unnecessarily.as with HGV car MOT’s should be at depot solely for testing not repairs.

    Reply
    • Hi, just remember that the vast majority of testing stations are HONEST and hardworking. You can check out your garage by garage. Each garage is accessed and put into category Green Amber and Red. This is a good indication of the garages testing status.

      Reply
      • Where can we find this info on test centres I have searched but can’t find anything that related to the green amber red you mentioned

        Reply
    • I remember that in the 60/70’s the local council bus garage did MOTs, and could thus be genuinely impartial about the pass/fail result.

      Reply
      • You can still get an MOT done by the council, go to where they do tests on taxis, they are MOT stations as well, you get impartial tests as they don’t do repairs.

        Reply
    • You can get the car repaired elsewhere, it does not have to be at the test station.

      Reply
  17. This is not news, everyone knows the way the fast fit game operates – 4 x new tyres, complete exhausts, 4 x new shock absorbers. It’s been going on since the very first fast fit opened it’s doors. Roll on technician licensing.

    Reply
  18. This is not news, everyone knows the way the fast fit game operates – 4 x new tyres, complete exhausts, 4 x new shock absorbers. It’s been going on since the very first fast fit opened it’s doors. Roll on technician licensing.

    Reply
  19. does anyone really think the bad publicity does Kwikfit/Halfords/drive in centres any harm.
    Its good free advertising for them.

    Reply
  20. does anyone really think the bad publicity does Kwikfit/Halfords/drive in centres any harm.
    Its good free advertising for them.

    Reply
  21. I agree with Mot stations not repairing vehicles they fail, they should have to go to independent repairers unless failed on dangerous grounds.

    Reply
  22. I agree with Mot stations not repairing vehicles they fail, they should have to go to independent repairers unless failed on dangerous grounds.

    Reply
  23. I’ve been in the motor trade all my life, and an MOT tester for over 30 years with a clean record. While I accept these practices go on and we all know it, don’t tar everyone with the same brush.

    Reply
  24. I’ve been in the motor trade all my life, and an MOT tester for over 30 years with a clean record. While I accept these practices go on and we all know it, don’t tar everyone with the same brush.

    Reply
  25. The motor trade has never been so competitive but the mot side has become a joke only way you can make any money in the motor trade now is if you open up a trading centr. I have spent the last 37 years in the trade and have all classes in mot but can earn more as a skivy on buildings.

    Reply
  26. The motor trade has never been so competitive but the mot side has become a joke only way you can make any money in the motor trade now is if you open up a trading centr. I have spent the last 37 years in the trade and have all classes in mot but can earn more as a skivy on buildings.

    Reply
  27. It’s about time DVSA took action.

    Reply
  28. It’s about time DVSA took action.

    Reply
  29. I’m retired now but back in the 80’s they were renowned for scams like spraying WD40 under the shock absorber shroud and then showing and telling the customer it was leaking and was dangerous..Obviously these practises have not stopped after nearly 4 decades of kwik fit

    Reply
  30. I’m retired now but back in the 80’s they were renowned for scams like spraying WD40 under the shock absorber shroud and then showing and telling the customer it was leaking and was dangerous..Obviously these practises have not stopped after nearly 4 decades of kwik fit

    Reply
  31. We took my wife’s car for an mot, they came back saying saying it needed £420 of work done to make it pass. I decided to take it to my mechanic to have the work done which they questioned and were not happy about. He found nothing wrong with the car, we also took it to another garage to get a second opinion and to re do the mot and he too couldn’t find one problem with the car. It passed with no advisories and both mechanics really went to town to check the car over as I told them the situation. After approaching Kwik fit about the whole thing they gave us £40 in vouchers. I told vosa but didn’t hear anything back.

    Reply
    • My wife took our car to this franchise as the car needed new front pads. She had our two year old daughter in the car. They told her that the car was dangerous and she should not risk driving the car with a child on board. She, of course agreed for them to fix the problem. They replaced the ‘whole brake system’ at a cost of around £450.00. I was pretty annoyed and insisted on seeing the components they removed. They told me they were in the skip, in actual fact the only parts they had changed were the discs and pads which were perfectly serviceable and well within tolerance. They refitted the originals and adjusted the bill but refused to apologise. This was 18 years ago and we have, and never will go back. It’s about time they were prosecuted for this kind of behaviour. They prey on vulnerable people who actually should be able to trust them.

      Reply
  32. We took my wife’s car for an mot, they came back saying saying it needed £420 of work done to make it pass. I decided to take it to my mechanic to have the work done which they questioned and were not happy about. He found nothing wrong with the car, we also took it to another garage to get a second opinion and to re do the mot and he too couldn’t find one problem with the car. It passed with no advisories and both mechanics really went to town to check the car over as I told them the situation. After approaching Kwik fit about the whole thing they gave us £40 in vouchers. I told vosa but didn’t hear anything back.

    Reply
    • My wife took our car to this franchise as the car needed new front pads. She had our two year old daughter in the car. They told her that the car was dangerous and she should not risk driving the car with a child on board. She, of course agreed for them to fix the problem. They replaced the ‘whole brake system’ at a cost of around £450.00. I was pretty annoyed and insisted on seeing the components they removed. They told me they were in the skip, in actual fact the only parts they had changed were the discs and pads which were perfectly serviceable and well within tolerance. They refitted the originals and adjusted the bill but refused to apologise. This was 18 years ago and we have, and never will go back. It’s about time they were prosecuted for this kind of behaviour. They prey on vulnerable people who actually should be able to trust them.

      Reply
  33. It time MOT station stop repairing car they test they should to independent garage for repairs. that way stop falling stuff which are not falier

    Reply
    • You are tarring all independents with the same brush, some people find it very difficult and inconvenient to have to go from garage to garage to have the repairs carried out. and what if the other garage doesn’t carryout the repairs properly and the vehicle fails the MOT again, not a good scenario. As the owner of a test station and having held ‘Green’, (like many other test stations) for many years says it all. If we were ‘ripping’ customers off i would have lost my licence by now.
      So lets stop knocking independents, who on the whole do a very good job.

      Reply
      • 100% agree. We too have been MOT’ing and repairing vehicles for years and have always been in VOSA’s good books. We work hard to ensure our customers are safe and legal and because of that our customers stay loyal to us. With the likes of Service stop, Halfords, Kwik fit etc charging excessively discounted test fees you’ve got to be a little suspicious in the first place. A test normally takes us around 50 minutes. We couldn’t operate at £29.99 per test!

        Reply
        • Kwik fit did lose there mot licence once many moons ago for doing the same said practises that goes on now

          Reply
  34. It time MOT station stop repairing car they test they should to independent garage for repairs. that way stop falling stuff which are not falier

    Reply
    • You are tarring all independents with the same brush, some people find it very difficult and inconvenient to have to go from garage to garage to have the repairs carried out. and what if the other garage doesn’t carryout the repairs properly and the vehicle fails the MOT again, not a good scenario. As the owner of a test station and having held ‘Green’, (like many other test stations) for many years says it all. If we were ‘ripping’ customers off i would have lost my licence by now.
      So lets stop knocking independents, who on the whole do a very good job.

      Reply
      • 100% agree. We too have been MOT’ing and repairing vehicles for years and have always been in VOSA’s good books. We work hard to ensure our customers are safe and legal and because of that our customers stay loyal to us. With the likes of Service stop, Halfords, Kwik fit etc charging excessively discounted test fees you’ve got to be a little suspicious in the first place. A test normally takes us around 50 minutes. We couldn’t operate at £29.99 per test!

        Reply
        • Kwik fit did lose there mot licence once many moons ago for doing the same said practises that goes on now

          Reply
  35. As mentioned above this practice has gone on for many years, The term used is to maximise every profit opportunity. The problem is that it is all well and good to publish the above article in a trade magasine when in fact the public will never read this because its for trade only.
    The sooner that the general public is made aware of the profiteering practices and the lies told by the fast fits and the main stealers the better it will be for all of us, garage businesses and public alike.

    Reply
  36. As mentioned above this practice has gone on for many years, The term used is to maximise every profit opportunity. The problem is that it is all well and good to publish the above article in a trade magasine when in fact the public will never read this because its for trade only.
    The sooner that the general public is made aware of the profiteering practices and the lies told by the fast fits and the main stealers the better it will be for all of us, garage businesses and public alike.

    Reply
  37. This is a well known fact within the trade, unfortuantely the tatics keep their profits high and their national TV advertising campaigns regular which in turn keeps joe public unwittingly going to them.

    Reply
  38. This is a well known fact within the trade, unfortuantely the tatics keep their profits high and their national TV advertising campaigns regular which in turn keeps joe public unwittingly going to them.

    Reply
  39. There are less and less VEs ()DVSA supervisors of MOT stations). Of course, the fast fix chains will exploit the situation. Personally, I would like to see a fixed price for car and bike MOTs to stop the ‘fast fixers’ enticing customers with (Viz) car tests at £ 10 , only to stiff them with a load of bogus ‘repairs’. You asked about the on-line assessment replacing refresher courses…. my opinion is that the refresher courses were invaluable because the scenario allowed for learning from other testers and DVSA staff. What with this and the pre-1960 MOT exemption, I ask how many lives must be lost at the altar of profit and cost-cutting before someone wakes-up and smells the coffee?

    Reply
  40. There are less and less VEs ()DVSA supervisors of MOT stations). Of course, the fast fix chains will exploit the situation. Personally, I would like to see a fixed price for car and bike MOTs to stop the ‘fast fixers’ enticing customers with (Viz) car tests at £ 10 , only to stiff them with a load of bogus ‘repairs’. You asked about the on-line assessment replacing refresher courses…. my opinion is that the refresher courses were invaluable because the scenario allowed for learning from other testers and DVSA staff. What with this and the pre-1960 MOT exemption, I ask how many lives must be lost at the altar of profit and cost-cutting before someone wakes-up and smells the coffee?

    Reply
  41. How many times have they been looked at now? There have been undercover investigations of KF numerous times, the chief exec apologises, promises to “sort things out” with the “odd one or two branches” and the story goes away for a year or two. Until there are some proper checks done by either DVSA or Trading Standards, with proper fines and maybe even temporary revocation of testing licences (similar to how Environmental Health departments treat food establishments) then they will keep repeating the same thing over and over again.
    I also agree completely with the previous comments regarding bonus schemes, whilst they are a good way to incentivise staff, and in some cases improve productivity, they shouldn’t be used to upsell parts – that’s a failing of the people setting the budgets. Having spent time in a main dealer, the pressure on the aftersales departments is huge – as they are the main profit making part of any dealership business, actual car sales have very low margins involved, especially with new cars, hence the pressure to the service and parts department.

    Reply
  42. How many times have they been looked at now? There have been undercover investigations of KF numerous times, the chief exec apologises, promises to “sort things out” with the “odd one or two branches” and the story goes away for a year or two. Until there are some proper checks done by either DVSA or Trading Standards, with proper fines and maybe even temporary revocation of testing licences (similar to how Environmental Health departments treat food establishments) then they will keep repeating the same thing over and over again.
    I also agree completely with the previous comments regarding bonus schemes, whilst they are a good way to incentivise staff, and in some cases improve productivity, they shouldn’t be used to upsell parts – that’s a failing of the people setting the budgets. Having spent time in a main dealer, the pressure on the aftersales departments is huge – as they are the main profit making part of any dealership business, actual car sales have very low margins involved, especially with new cars, hence the pressure to the service and parts department.

    Reply
  43. I visited kwik fit in Livingston yesterday..for a rattle sound.. the mot tester and brake technician both said I needed a suspension arm..the manager told me he spoke to the supplier and the part wud b £149…I said I wud need to speak to kia …as it cud affect my warranty. ..the manager said he doubts it’d b covered as it’s wear n tear.
    I take my car to Kia straight after…it’s not a suspension arm but a ball joint. And it’s covered..
    I call Kwik fit… explaining what kia told me n how I felt I was bn taken for a mug..and within 20 mins I get a call from the Senior Manager of the South East…. asking me… how he can makes things better for me…… guilty ?

    Reply
    • The ball joint comes complete with suspension arm so yes a arm was needed.

      Reply
  44. I visited kwik fit in Livingston yesterday..for a rattle sound.. the mot tester and brake technician both said I needed a suspension arm..the manager told me he spoke to the supplier and the part wud b £149…I said I wud need to speak to kia …as it cud affect my warranty. ..the manager said he doubts it’d b covered as it’s wear n tear.
    I take my car to Kia straight after…it’s not a suspension arm but a ball joint. And it’s covered..
    I call Kwik fit… explaining what kia told me n how I felt I was bn taken for a mug..and within 20 mins I get a call from the Senior Manager of the South East…. asking me… how he can makes things better for me…… guilty ?

    Reply
    • The ball joint comes complete with suspension arm so yes a arm was needed.

      Reply
  45. I have been in the trade for over 20yrs and this chain has always sold things that were not necessary as they get bonuses for hitting targets set by head office. One tech I know was told he had to sell wheel alignment to a elderly gentleman that had took his 3 wheeler Reliant for a new front tyre. Unfortunately it is this kind of stuff that give honest garages a bad name. It make me so angry ? ??

    Reply
  46. I have been in the trade for over 20yrs and this chain has always sold things that were not necessary as they get bonuses for hitting targets set by head office. One tech I know was told he had to sell wheel alignment to a elderly gentleman that had took his 3 wheeler Reliant for a new front tyre. Unfortunately it is this kind of stuff that give honest garages a bad name. It make me so angry ? ??

    Reply
  47. i always use the local council MOT station who don’t do repairs so no incentive to con you ..well worth paying the full MOT price with them just remember if you see a cheap MOT price theres more likelyhood of a fail to recoup the lower price

    Reply
  48. i always use the local council MOT station who don’t do repairs so no incentive to con you ..well worth paying the full MOT price with them just remember if you see a cheap MOT price theres more likelyhood of a fail to recoup the lower price

    Reply
  49. About three or four years ago I had an mot at a garage and one of the front tyres was near to failure.
    I was given a pass but promised to put new tyres on. Went straight to Quick Fit and asked to put two on the front, after a while a fitter came and told me there was so much play on the wheels it’s dangerous but they could mend it.
    As it had just had an mot I said just do the tyres and I will make arrangements to have it fixed. I then went back to the garage where I’d had the mot and as the owner was a good friend told him what was said at Quick Fit, he was shocked called over the mot examiner and asked if he minded someone else checking and he agreed. After the car being checked again nothing was found and he would have passed it as well.
    After that I’ve never been back to Quick Fit and never will.

    Reply
  50. About three or four years ago I had an mot at a garage and one of the front tyres was near to failure.
    I was given a pass but promised to put new tyres on. Went straight to Quick Fit and asked to put two on the front, after a while a fitter came and told me there was so much play on the wheels it’s dangerous but they could mend it.
    As it had just had an mot I said just do the tyres and I will make arrangements to have it fixed. I then went back to the garage where I’d had the mot and as the owner was a good friend told him what was said at Quick Fit, he was shocked called over the mot examiner and asked if he minded someone else checking and he agreed. After the car being checked again nothing was found and he would have passed it as well.
    After that I’ve never been back to Quick Fit and never will.

    Reply
  51. I have been an mot tester for 20years, 2years at Kwikfit, I was never asked to fail things that didn’t need replacing. The biggest problem at Kwikfit is further up the food chain, if you don’t hit your very high targets you get a bollocking. Conference calls in your own time before the working day telling you if you don’t hit your target you must stay after work for another conference call again in your own time to explain why you didn’t hit your target. So this in turn leads to Exagerated sell on’s just so you can go home on time, and not out of pocket

    Reply
  52. I have been an mot tester for 20years, 2years at Kwikfit, I was never asked to fail things that didn’t need replacing. The biggest problem at Kwikfit is further up the food chain, if you don’t hit your very high targets you get a bollocking. Conference calls in your own time before the working day telling you if you don’t hit your target you must stay after work for another conference call again in your own time to explain why you didn’t hit your target. So this in turn leads to Exagerated sell on’s just so you can go home on time, and not out of pocket

    Reply
  53. My partner recently took our car into Market st Aberdeen to get new tyres and wheel alignment done , as far as we know this has been done , but , a few months later when i was under the bonnet doing some top ups i noticed that the protective undershield from the engine compartment was missing , contacted kwikfit and was asked to bring car in next day they would try and source one for me , which i did , they had no idea why mine was missing as this would not require moving for the work carried out, but they gad one available in the workshop , i then joined the lad assigned to fit it out in workshop , asked him where it came from and was told they took it from another skoda this morning , he then started to fit it to my car with cable ties ,at which point i saked him to stop and get the proper bolts to secure it , off he went for a chat with other members off staff who were all hanging around the car park having a smoke at the time , after a few words with them he returned to workshop walked straight over to someones tool box opened it and there in a bag were the bolts required to refit the shield,right next to where the shield had been lying , i know hat was going on here as most of you reading this will, they had stolen my shield . difficult to prove though .

    Reply
  54. My partner recently took our car into Market st Aberdeen to get new tyres and wheel alignment done , as far as we know this has been done , but , a few months later when i was under the bonnet doing some top ups i noticed that the protective undershield from the engine compartment was missing , contacted kwikfit and was asked to bring car in next day they would try and source one for me , which i did , they had no idea why mine was missing as this would not require moving for the work carried out, but they gad one available in the workshop , i then joined the lad assigned to fit it out in workshop , asked him where it came from and was told they took it from another skoda this morning , he then started to fit it to my car with cable ties ,at which point i saked him to stop and get the proper bolts to secure it , off he went for a chat with other members off staff who were all hanging around the car park having a smoke at the time , after a few words with them he returned to workshop walked straight over to someones tool box opened it and there in a bag were the bolts required to refit the shield,right next to where the shield had been lying , i know hat was going on here as most of you reading this will, they had stolen my shield . difficult to prove though .

    Reply
  55. After having over twenty years experience in the motor trade there is good and bad in all garages I’ve worked in main dealers where arts charged for weren’t changed, independents that created mot Failures that didn’t exist even fastfit centres that charge high labour charges but my manager never left parts off or made nt’s fail things that shouldn’t even though area manager’s tell him to which ended up with us both leaving there employment. I even ran my own garage for five years and always looked after my customers from my point of view and own thought on what I would pay for a job which eventually lead to the demise of the business due to high running costs insurance etc. If customers are willing to go to fastfit centres and pay extortionate prices for jobs the bad out there will gladly take there money and the good honest ones like me struggle on or give up

    Reply
  56. After having over twenty years experience in the motor trade there is good and bad in all garages I’ve worked in main dealers where arts charged for weren’t changed, independents that created mot Failures that didn’t exist even fastfit centres that charge high labour charges but my manager never left parts off or made nt’s fail things that shouldn’t even though area manager’s tell him to which ended up with us both leaving there employment. I even ran my own garage for five years and always looked after my customers from my point of view and own thought on what I would pay for a job which eventually lead to the demise of the business due to high running costs insurance etc. If customers are willing to go to fastfit centres and pay extortionate prices for jobs the bad out there will gladly take there money and the good honest ones like me struggle on or give up

    Reply
  57. Cheating scum adviced me to change my bushes , on a car that don only 25000 miles. And hey thay had the parts in stock( what a coincidence) Gants Hill branch……??. 25000 mile on motorway….

    Reply
  58. Cheating scum adviced me to change my bushes , on a car that don only 25000 miles. And hey thay had the parts in stock( what a coincidence) Gants Hill branch……??. 25000 mile on motorway….

    Reply
  59. If staff did any thing like our quick /fast/ rip off centers, in my garage I would pull the door down for good my self . But the so called Im so squeaky clean owners of these rip of places just carry on time after time ,after getting caught out ,again and again . ENOUGH IS ENOUGH.

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  60. If staff did any thing like our quick /fast/ rip off centers, in my garage I would pull the door down for good my self . But the so called Im so squeaky clean owners of these rip of places just carry on time after time ,after getting caught out ,again and again . ENOUGH IS ENOUGH.

    Reply
  61. It is a known fact that this dishonest means of extracting from customers has been going on for years and nothing has been done about.Which is the department that is allowed to close them down?Only way to eradicate this on-going malpractice.

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  62. It is a known fact that this dishonest means of extracting from customers has been going on for years and nothing has been done about.Which is the department that is allowed to close them down?Only way to eradicate this on-going malpractice.

    Reply
  63. I am disgusted in these findings, these individuals and companies should be sacked and closed.
    Grow backbones examining bodies and act accordingly.

    Reply
    • Me too. They care little or nothing for the customers and intent on maximising profits. Without being insulting, they tend to target those with the least knowledge of vehicles and I’ve witnessed KW be somewhat patronising towards women.

      Reply
  64. I am disgusted in these findings, these individuals and companies should be sacked and closed.
    Grow backbones examining bodies and act accordingly.

    Reply
    • Me too. They care little or nothing for the customers and intent on maximising profits. Without being insulting, they tend to target those with the least knowledge of vehicles and I’ve witnessed KW be somewhat patronising towards women.

      Reply
  65. My father went to the Glenrothes branch a few years back for a new battery they didn’t have the one for his car but tried to palm him of with smaller one and put polystyrene in to fill the gap, thankfully he’s found an honest garage now.

    Reply
  66. My father went to the Glenrothes branch a few years back for a new battery they didn’t have the one for his car but tried to palm him of with smaller one and put polystyrene in to fill the gap, thankfully he’s found an honest garage now.

    Reply
  67. I am a Service Advisor, i dont tell lies, i dont earn incredible bonuses, everything is identified on a video and shown to the customer! If they are scamming joe blogs then motability will be getting scammed too ! The majority of my customers come back due to the relationship and our honesty.

    Reply
  68. I am a Service Advisor, i dont tell lies, i dont earn incredible bonuses, everything is identified on a video and shown to the customer! If they are scamming joe blogs then motability will be getting scammed too ! The majority of my customers come back due to the relationship and our honesty.

    Reply
  69. Wouldn’t touch em with a barge pole. Took car in once to have brakes checked in SW depot, told needed 600 worth of work, thought no way not long been motd. Took to my relative qualified mechanic told nothing needed doing. I use a local guy who works for himself and doesn’t rip people off….

    Reply
  70. Wouldn’t touch em with a barge pole. Took car in once to have brakes checked in SW depot, told needed 600 worth of work, thought no way not long been motd. Took to my relative qualified mechanic told nothing needed doing. I use a local guy who works for himself and doesn’t rip people off….

    Reply
  71. Use halfords in Luton a few times won’t go anywhere else now . Good service and friendly. Took car in for rubbing noise found no big problem and didn’t charge

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  72. Use halfords in Luton a few times won’t go anywhere else now . Good service and friendly. Took car in for rubbing noise found no big problem and didn’t charge

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  73. I left about 16 years ago after 6 months as a Centre Manager and was disgusted with the practices I saw and was actively encouraged to employ. Tracking was referred to as “scratching” put a car on a ramp and scratch the track rod ends! I left when the area manager (partner as they called them) watched an old couple come in and said “their having shocks”. And prompletly ripped them off for all 4. This was when Kwik Fit had a competition for selling shock absorbers and the top “performing” managers and partners went to the Malaysian Grand Prix for all those shock absorbers they sold.

    Reply
  74. I left about 16 years ago after 6 months as a Centre Manager and was disgusted with the practices I saw and was actively encouraged to employ. Tracking was referred to as “scratching” put a car on a ramp and scratch the track rod ends! I left when the area manager (partner as they called them) watched an old couple come in and said “their having shocks”. And prompletly ripped them off for all 4. This was when Kwik Fit had a competition for selling shock absorbers and the top “performing” managers and partners went to the Malaysian Grand Prix for all those shock absorbers they sold.

    Reply
  75. I finished working for ATS Euromaster because they flooded us with ex kwik fit worker’s. They pushed out a lot of good men from ATS. Certain depots are ripping people off on a massive scale.

    Reply
  76. I finished working for ATS Euromaster because they flooded us with ex kwik fit worker’s. They pushed out a lot of good men from ATS. Certain depots are ripping people off on a massive scale.

    Reply
  77. My elderly mother’s car passed it’s MOT at Kwik Fit, yes PASSED but when they rang her to tell her they also told her it needed £1,000 worth of work done on it. Brake pads & discs, tracking, bearings to name but a few. She was shocked & thought it was a lot of money so they knocked it down to £800 after saying they made a mistake. She was frightened the car would not be safe so agreed the work. Fortunately she phoned me straight away cos she was so shaken, I phoned them immediately & told them not to start any work on the vehicle. They tried to bamboozle me on the phone rapidly rattling off all the work & costs, I made them go through it slowly so I could right it all down. We have a mechanic in the family fortunately & he checked the car & it did not need any work doing on it immediately like they said. I would have taken it further but mum was too stressed & upset so did not want to take it further. Will NEVER use them for anything ever again!!

    Reply
  78. My elderly mother’s car passed it’s MOT at Kwik Fit, yes PASSED but when they rang her to tell her they also told her it needed £1,000 worth of work done on it. Brake pads & discs, tracking, bearings to name but a few. She was shocked & thought it was a lot of money so they knocked it down to £800 after saying they made a mistake. She was frightened the car would not be safe so agreed the work. Fortunately she phoned me straight away cos she was so shaken, I phoned them immediately & told them not to start any work on the vehicle. They tried to bamboozle me on the phone rapidly rattling off all the work & costs, I made them go through it slowly so I could right it all down. We have a mechanic in the family fortunately & he checked the car & it did not need any work doing on it immediately like they said. I would have taken it further but mum was too stressed & upset so did not want to take it further. Will NEVER use them for anything ever again!!

    Reply
  79. Last year,a colleague at work took his Kia Sportage to Kwik Fit for 4 new tyres.An hour later,they phoned him to ask if he knew his brakes were excessively worn,and that Kwik Fit could get a set of brakes within 2 hours and replace the worn ones at a cost of over £300.00.The colleague replied “No thank you,the brakes were all replaced yesterday at a local garage around the corner from you lot They don’t do tyres which is why I came here.If you are saying my brakes are worn,then you either need to calibrate vyour rolling road,or get to the opticians a s.a.p”……. Kwik fit charged for 4 new tyres.The colleague has never been back since…….. If you look on Consumer Action Group,you will find loads of posts concerning Kwik Fit and their scams…… I have never used cowboys,I use 2 independent garages.

    Reply
  80. Last year,a colleague at work took his Kia Sportage to Kwik Fit for 4 new tyres.An hour later,they phoned him to ask if he knew his brakes were excessively worn,and that Kwik Fit could get a set of brakes within 2 hours and replace the worn ones at a cost of over £300.00.The colleague replied “No thank you,the brakes were all replaced yesterday at a local garage around the corner from you lot They don’t do tyres which is why I came here.If you are saying my brakes are worn,then you either need to calibrate vyour rolling road,or get to the opticians a s.a.p”……. Kwik fit charged for 4 new tyres.The colleague has never been back since…….. If you look on Consumer Action Group,you will find loads of posts concerning Kwik Fit and their scams…… I have never used cowboys,I use 2 independent garages.

    Reply
  81. Similar investigation recently into Croxdale Fast Fit. Personally, I’ll never use KF again. I got ripped off. I use my local garage or my local Halfords which, to their credit, have been spot on. At least their Team Valley Gateshead branch are.

    Reply
  82. Similar investigation recently into Croxdale Fast Fit. Personally, I’ll never use KF again. I got ripped off. I use my local garage or my local Halfords which, to their credit, have been spot on. At least their Team Valley Gateshead branch are.

    Reply
  83. I worked for kwik fit about 6 years ago as an assistant manager and the pressure the big bosses put on u is ridiculous.
    The manager at the time went AWOL and I was left to run the place for 6 months which I thought I did really well but the staff where whinging because there was no bonus each month all though the figures where fine and after 6 months they employed a bakery manager from sainsbury to be the manager and my boss I’ve been a mechanic 15 years and he didn’t have a clue so I simply put my keys in the desk and left they are useless they said to me we employ managers to be managers not mechanics GO FIGURE

    Reply
  84. I worked for kwik fit about 6 years ago as an assistant manager and the pressure the big bosses put on u is ridiculous.
    The manager at the time went AWOL and I was left to run the place for 6 months which I thought I did really well but the staff where whinging because there was no bonus each month all though the figures where fine and after 6 months they employed a bakery manager from sainsbury to be the manager and my boss I’ve been a mechanic 15 years and he didn’t have a clue so I simply put my keys in the desk and left they are useless they said to me we employ managers to be managers not mechanics GO FIGURE

    Reply
  85. I took my vehicle to Kwik fit last year for a MOT. It was the last mot of the day at 1600hrs and after it has passed I was told in a true but joking way that the depot had aready reached its daily money target and I vehicle wouldn’t fail due to this. I agree, Kwik fit depots definitely have daily targets to reach, which I think is made up and passed onto loyal customers by being ripped off for stuff they don’t need. Even though my vehicle passed its mot I will never ever go back to Kwik fit again for this behaviour.

    Reply
  86. I took my vehicle to Kwik fit last year for a MOT. It was the last mot of the day at 1600hrs and after it has passed I was told in a true but joking way that the depot had aready reached its daily money target and I vehicle wouldn’t fail due to this. I agree, Kwik fit depots definitely have daily targets to reach, which I think is made up and passed onto loyal customers by being ripped off for stuff they don’t need. Even though my vehicle passed its mot I will never ever go back to Kwik fit again for this behaviour.

    Reply
  87. when i have a mot i always go somewhere else for the work and have on occasion been told there is no issue

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  88. when i have a mot i always go somewhere else for the work and have on occasion been told there is no issue

    Reply
  89. I worked for kwikfit for 9 years, at the start it was a good company to work for, then the Japanese took it over and made it a numbers game. They wanted maximum profit and add ons, I.E tracking on all tyres fitted, chrome valve caps on all new tyres fitted, two pics exhausts fitted rather than one, the list goes on.
    And what makes it hard is if you don’t hit budget or targets you get a warning then demoted or sacked. We were even loosing our best managers and operation managers to other well known fast fit chains due to the pressure to over sell or get demoted as budgets kept going up and up and up.
    Any one who worked there or has worked there I’m sure will verify what is going on, and it’s not the staff it’s at the top of the chain where all this is coming from as no one wants to loose there job.

    Reply
  90. I worked for kwikfit for 9 years, at the start it was a good company to work for, then the Japanese took it over and made it a numbers game. They wanted maximum profit and add ons, I.E tracking on all tyres fitted, chrome valve caps on all new tyres fitted, two pics exhausts fitted rather than one, the list goes on.
    And what makes it hard is if you don’t hit budget or targets you get a warning then demoted or sacked. We were even loosing our best managers and operation managers to other well known fast fit chains due to the pressure to over sell or get demoted as budgets kept going up and up and up.
    Any one who worked there or has worked there I’m sure will verify what is going on, and it’s not the staff it’s at the top of the chain where all this is coming from as no one wants to loose there job.

    Reply
  91. This is a problem that will only get worse for fast fits. Vehicles are now very complex systems. You need to understand how they work in order to repair them. Some/most fast fit centres turn over staff rapidly therefore it’s hard to train/keep technicians. Fast fits tend to specialise in fast fit repairs. Fast fit repairs are becoming less and less as vehicles become more complex. Therefore fast fits are getting quieter resulting in the need to target work. I would also like to add that the customers should also be understanding/patient when having there vehicle repaired impatience by the customer puts pressure on the technician which leads to mistakes made especially if the technician he/she is young. Repairing a vehicle correctly is not like buying a burger. Dealerships are better in the sense that they have the correct tools and information available. However, Dealerships can also have similar issues. I have worked in fast fit/dealers in the past and been told many things that used to go on from the top down. I now own my own independant workshop and believe a good independant workshop is where you will find the best people to work on your vehicle. Reputation and personal service is everything. It all depends on the indevidual working on your vehicle.

    Reply
  92. This is a problem that will only get worse for fast fits. Vehicles are now very complex systems. You need to understand how they work in order to repair them. Some/most fast fit centres turn over staff rapidly therefore it’s hard to train/keep technicians. Fast fits tend to specialise in fast fit repairs. Fast fit repairs are becoming less and less as vehicles become more complex. Therefore fast fits are getting quieter resulting in the need to target work. I would also like to add that the customers should also be understanding/patient when having there vehicle repaired impatience by the customer puts pressure on the technician which leads to mistakes made especially if the technician he/she is young. Repairing a vehicle correctly is not like buying a burger. Dealerships are better in the sense that they have the correct tools and information available. However, Dealerships can also have similar issues. I have worked in fast fit/dealers in the past and been told many things that used to go on from the top down. I now own my own independant workshop and believe a good independant workshop is where you will find the best people to work on your vehicle. Reputation and personal service is everything. It all depends on the indevidual working on your vehicle.

    Reply
  93. I have just serviced a mini one 2005 with 82000 miles showing, this car has full service history for the first 5 years from the dealers, and the other 6 years from kwik fit.
    On inspection of the air filter that was removed, the date on the filter was from 2005 telling me that it has never been changed.
    We as independent garages are finding this weekly.

    Reply
  94. I have just serviced a mini one 2005 with 82000 miles showing, this car has full service history for the first 5 years from the dealers, and the other 6 years from kwik fit.
    On inspection of the air filter that was removed, the date on the filter was from 2005 telling me that it has never been changed.
    We as independent garages are finding this weekly.

    Reply
  95. My wife’s 1St car was a 96 mini, there were drops of oil under car when in garage, took to local rover dealer who wanted 1500 to drop engine and strip gearbox etc, took to my village garage and he tightened the sump plug screw, prob solved cost a pack of beer.

    Reply
  96. My wife’s 1St car was a 96 mini, there were drops of oil under car when in garage, took to local rover dealer who wanted 1500 to drop engine and strip gearbox etc, took to my village garage and he tightened the sump plug screw, prob solved cost a pack of beer.

    Reply
  97. I worked as a y.t.s so years ago the manager said if i did not spray wd40 on the shocks and show the customer they was leaking i would not make it at kwik fit never went back in the morning and have never taken my car there

    Reply
  98. I worked as a y.t.s so years ago the manager said if i did not spray wd40 on the shocks and show the customer they was leaking i would not make it at kwik fit never went back in the morning and have never taken my car there

    Reply
  99. As a technician at a Volkswagen main dealership I don’t receive a bonus for additional repairs only for customer satisfaction/repeat repair scores,all additional repairs are filmed and emailed to the customer so they can make an informed decision or take independent advice from a third party before committing to the repair.Everything is transparent and the customer can actually see the problem which then builds up trust between us and the customer which our trade is sadly lacking at the moment due to jokers like Kwik Fit

    Reply
  100. As a technician at a Volkswagen main dealership I don’t receive a bonus for additional repairs only for customer satisfaction/repeat repair scores,all additional repairs are filmed and emailed to the customer so they can make an informed decision or take independent advice from a third party before committing to the repair.Everything is transparent and the customer can actually see the problem which then builds up trust between us and the customer which our trade is sadly lacking at the moment due to jokers like Kwik Fit

    Reply
    • by Saying jokers at kwikfit hints more like you’ve been caught out being main dealer

      Reply
  101. my car went in for a normal service at a local fast fit centre nearly 4 weeks ago,and i still dont have it back,i was told my water pump had gone,and new cambelt should be fitted at the same time,and on the test drive they blew up my engine,i was promised the car back today ,and guess what no i don’t

    Reply
  102. my car went in for a normal service at a local fast fit centre nearly 4 weeks ago,and i still dont have it back,i was told my water pump had gone,and new cambelt should be fitted at the same time,and on the test drive they blew up my engine,i was promised the car back today ,and guess what no i don’t

    Reply
  103. Dvsa checks and inspects test sites meaning the licence would revoked for the site if false failures were made up, if you feel it’s not legit then follow the appeal procedure set out for this reason. I’m sure it’s more about the people you deal with and not the company but hey lighten up people everyone needs to earn a crust!

    Reply
    • There is a difference between earning a “crust” and conning 1. You sound very much like you fit into the latter category.

      Reply
  104. Dvsa checks and inspects test sites meaning the licence would revoked for the site if false failures were made up, if you feel it’s not legit then follow the appeal procedure set out for this reason. I’m sure it’s more about the people you deal with and not the company but hey lighten up people everyone needs to earn a crust!

    Reply
  105. Main dealers are more robbing than fast fit centres. A guy come into my centre and had just spent £900 in VW, they told him his brakes were fine in fact they were metal to metal scored disc no pads.

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  106. Main dealers are more robbing than fast fit centres. A guy come into my centre and had just spent £900 in VW, they told him his brakes were fine in fact they were metal to metal scored disc no pads.

    Reply
  107. In Derby they shouldn’t be allowed to work if they think antifreeze should go in the washer bottle pmsl ???

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  108. In Derby they shouldn’t be allowed to work if they think antifreeze should go in the washer bottle pmsl ???

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  109. I took my car in for new tyre on front all done 10 miles down the road wheel had fallen of kf excuse i must of been driving like a idiot . I’ve been driving for 20ish years first time that has ever happened.

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  110. I took my car in for new tyre on front all done 10 miles down the road wheel had fallen of kf excuse i must of been driving like a idiot . I’ve been driving for 20ish years first time that has ever happened.

    Reply
  111. A friend goes to kwikfit for a service and safety brake test with parts costing £480.00. one month later the handbrake fails not snapped and the car rolls down a hill and hits a wall. Kwikfit said to them when approached after they do not check the hand brake on a full brake inspection. That amazed me so i went down pretending to be a customer and asked them do you check the handbrake on a full brake inspection and they said it is the first thing they check is the hand brake. As a result of Kwikfit have denied fault to my friend even though the handbrake clicks all the way to the top. They said it was her fault. As a result they are now with a smashed up car and £480 down.The case is now going through legal proceedings.

    Reply
  112. I brought my mobility car to kwik fit on the lisburn rd in belfast to get flat tyre repaired,the fella called me over after he put the car in the air and pointed out a few lines in the rubber on both rear tyres,he told me that the only way that happens is when the car is doing a “handbrake turn” and that he has to inform mobility about this,imo there was nothing wrong with the tyres as there was little lines everywere the more i looked,he also pointed out that the front tyres were wore down to much compaired to the rears,i told him that its normal for the front tyres to wear down quicker than the rears as its a front wheel drive car,imo he was trying to make me out to be some sort of rally driver,around 1 week before i took the car to kwik fit i was on a 50mph limit duel carrage way and a dog ran out infront of me and i had to do an emergency stop,this might have caused the little lines he pointed out but who knows,i think kwik fit on the lisburn road are cowboys and they are doing this to try get money off mobility for things that dont realy need doing,,he replaced the 2 rear tyres with brand new tyres when imo the 2 he took off were fine,got me to sign for the tyres and sent me on my way. Il never go to kwik fit again and il just pay the local tyre shop £3 to fix flat tyres because these cowboys are taking mobility for a ride and making me look bad in the process

    Reply
  113. I can’t prove it, but I know my windscreen didn’t have a chip in it before I went to a Kwik Fit for two new tyres. Afterwards, it did. Now, they didn’t risk telling me I needed new this or that because the car had been MOT’d a couple weeks before and the two tyres were the only items on the advisory. Funnily enough, they do a windscreen chip repair. What a coincidence.

    Reply
  114. They always want to exchange part even when it’s not necessarily. DO NOT TRUST THEM!!!

    Reply

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