Reply from Pit Stop Car Repairs:

Good Afternoon,

Thank you for your feedback, we are sorry you have felt the service on this occasion didn't meet your expectation. Having reviewed your feedback, below are our findings;

Communication - You were contacted evening before to request an earlier pick up time considering your booking included MOT, Full Service and Clutch Replacement. You were advised personally again in the morning that as there were so many elements of the booking to be completed within the same day, we would try our best to get the car back to you by the end of the day. Booking was completed in full on the day as advised it would be our aim. By any garages standards that would be classed as a very quick quality turnaround. Unfortunately, we are not a call centre who can keep ringing the customer throughout the day at each stage to provide updates, if there is an issue with any part of the job, we would of course contact the customer and update them. We weren't asked at any point to provide any additional communication at any point. It's like Sky installation being booked between 08:00 and 18:00, they wouldn't be ringing every hour to update you.

Punctuality - Car was picked up on time, delivered back on time as promised. The whole team stayed back 2 hours on a Friday afternoon to complete your booking to get the car back to you the same day, so we are not really sure what more we could have done. We can't help but feel disappointed.

Cleanliness - Car came dirty to us, a foot paper mat and plastic cover were put on the car upon arrival which was disposed after the job was completed and driver side vacuumed, which is our process. Our colleague who picked the car up, sanitised it himself before setting back to you. We didn't see an element of a full valet request on the booking.

Confidence - Customers are at a liberty to drop the car themselves if they want, we provide a FREE pick up/drop off service.

Covid 19 - You made an assumption the colleague had no mask on, but you failed to ask the driver or us if the colleague had any medical condition, due to which he may not have had a mask on? Our colleague advised you didn't have a mask on either.

Our Version - We are sorry but we cannot help feel aggrieved that despite providing such a good and quick service to over deliver on the job within such a short space of time, negatives remarks have been made. We feel even if a colleague with a mask and gloves would have picked the car up and the car was fully valeted for free, there still would have been an element of negativity in the feedback on this booking as the colleague who picked the car up in the morning noted and felt intimated in the manner of the tone he was spoken to in, especially the rudeness at drop off. This feedback is a very good example of Prejudice.

We always go above and beyond for all our Customers to deliver a top class service and will continue to do so for Customers who have empathy for people taking care of their cars. We take all feedbacks on board and learn from them and will continue to improve on all reasonable suggestions in the feedback. Read more