Hi, below is a complaint form I have e-mailed today to Mr Tyre's head office. Does anyone have any comments how I should proceed? Thanks.
Please find below a complaint sheet about your service.
1. My car was booked in on the 12th October 2009 for an MOT at your Tamworth branch.
2. I was telephoned that day telling me the car had failed on brake pads, brake discs and bearings. The total cost for the work and MOT was £350.00, I agreed to have the work done.
3. The car was retested the next day and again failed, I was now told that it now need a new calliper to get it through the MOT at an additional cost of £250.00 which included for another MOT that I would have to pay for. I asked why it was not picked up in the first test but as you don't directly do the MOT's you did not know.
4. I asked the manager a question at this point, "as the car is worth around £700.00, if I was told after the first test the cost to get it through an MOT would be £600.00 what do you think I would have said", he replied that "I wouldn't have had the work done", which was correct.
5. As no matter what I would have to pay out £350.00 I was trapped and had no choice but to agree to the additional work.
6. Wednesday evening I was telephoned and told I could collect the car at the end of the day as it had gone for its 2nd re-test. I walked from where I work and arrived at 5.20pm to be told that the car was on its way back from the MOT station. When it did get back the person who took it told me it had failed again, this time the connection between the calliper and the hub was too loose, this would mean either a new bolt or the more expensive alternative if the bolt did not work was a new hub. I was not happy, left them with the car and walked home.
7. Angry at what had happened, which was I believed was the MOT centres fault for not picking up all the failure points I e-mailed a complaint to your head office on the Thursday.
8. Later that day your Tamworth branch rang me to tell me the car had passed, I explained the e-mail saying most of the blame was with the MOT centre. After a lengthy discussion with your manager who explained the difficulties and time scale for any sort of complaint I agreed to drop the complaint and e-mailed you.
9. On Saturday 7th November 2009, 22 days after my brakes being done there was a problem. The brake pedal would go almost to the floor with nothing happening until the brakes came on and only a small amount. I rang the your Tamworth branch as was told they were closing but bring it back Monday to be checked.
10. Monday morning I tried to drive the car but found it too dangerous, I rang the RAC for assistance.
11. As soon as the man from the RAC removed the front wheel to the passenger side he spotted the problem, the central nut holding the braking system together was loose and had almost come off because their was no washer behind it to bind the whole thing together. He tightened it and told me to get to your Tamworth branch to get it sorted.
12. I went straight to your Tamworth branch and after examining the fault I was told the reason no washer was put on was because when they ordered the new nut it didn't come with a washer, the other front wheels nut had the washer bonded to it which is why it was OK.
13. A washer was duly added and when I left I asked if their was anything else I should look for but was told everything would be OK and not to worry.
14. The following day, Tuesday, at around 8.15pm I was on the A5 bypass doing 50mph with my 2 children in the car when the brakes at the front locked causing me to skid on the damp road for around 150 yards.
15. We got out of the car and I tried in vain to push the car to the side of the road but the brakes had locked solid.
16. I called the police as the car was in a dangerous position and the RAC to assist.
17. The police arrived and tried to move the car but it was going nowhere, the RAC arrived and I was told the RAC van would not be able to tow the car because the wheels would not go round, a flatbed truck was called and my car at around 10.30pm was removed from the A5.
A. An MOT is to give all defects that would cause an MOT failure, it took 3 attempts for all of mine to be found why?
B. On the Saturday my brakes had problems I was going to a firework display in Birmingham with my children, if I had taken the car I hate to think what might have happened if the brakes had failed on the motorway.
C. Calling out the RAC caused me to loose my 20% no claims and 1.5 hours work time to get the car to you.
D. Regarding you as the expert when it comes to car repair I would have though knowledge of how brakes needed to be locked in position, i.e. a nut and washer was basic car mechanics, the RAC man spotted it straight away.
E. The police informed me how lucky I and my children were when the brakes locked, because I didn't put the brakes on via the peddle the tail lights would not have come on and if their was anything behind me at the time it would have ploughed straight into the back of me.
i. I was given poor service in the first instance over the MOT bill rising after each test/retest when the object of a test is to give all failure points so a decision can be made on the viability of repairs. For this reason I am reporting the matter to VOSA.
ii. My car was not repaired to a sufficient standard in the first instance with a washer not being supplied or suitable fixing similar to the other bolt holding the brakes the other side with the washer built in, this I regard as incompetence and will report it to the appropriate governing body / authority who overseas your type of business.
iii. I will be getting an independent report on the brake lock failure and take appropriate action on its findings which may involve getting a solicitor specialising in motor claims involved.
iv. I will be keeping the police informed as the officer who was at the scene was a vehicle inspector, I don't know if the police may require further action after the vehicle inspection.
v. Currently I am using public transport, taxi's etc. A major problem for me is that my job requires me to have my own vehicle, last week I was unable to visit our main clients and had to be chauffeured to a site in Burton as I have no car. As of yet it has not been put to me directly that my job requires a car or I don't have a job, if it does come to that, I will in the short-term hire a car.
vi. Socially so far I have had to cancel the following, pool semi-final (I was on the way their when the brakes locked), cinema (I had 4 tickets to "Law Abiding Citizen" at Star City), playing squash and visiting relatives.