CHIPSAWAY CAR CARE CENTRE 

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 30, 2015

Mr Taylor

I am pleased that you were totally happy with the quality of our work and am sorry that you feel that we acted in an underhand manner. We did have correspondence afterwards on this particular matter - 6 emails in total, all on 28th and 29th May where we discussed your price concerns (a conversation in fact), one where you raised the issue of price, two of mine where I raised the issue of the extra work and said I would verify whether there should be an extra charge,one from you where you confirmed the extra work but had misunderstood what had been quoted, and two further ones where I offered a reduced price and you accepted. In these circumstances, I am afraid that your review is a bit misleading to the public.

PDR is always charged per panel. If it were charged per dent, it would be far more expensive.


When we stood by your car, as far as I understood, you wanted dents repairing to the two nearside doors and that is what the paperwork said, of which you received your copy. On the day of the actual repair, our mobile dent man reported back that he had repaired a third panel (which he would consequently charge back to us). When you queried the final invoice of £165 + VAT, I verified with you that our man had in fact repaired the extra panel. I then pointed out to you that we had, unfortunately, in this case, incurred a third party charge ourselves so I offered to split the difference and we charged you £168 inc VAT instead of £144 + VAT, to which you agreed without any pressure from us, so there was an extra charge of £20+ rather than our usual £45+ on a third panel, and it was my understanding back in May that you were happy with this.

There is nothing sneaky or underhand about our business, we have traded as part of a national franchise for 15 years in Milton Keynes and have an extensive database of repeat and recommended business - there is no hard sell or glib talk at the point of sale and our quotations always clearly state which panels/ areas are being repaired. You were very stressed about your wedding preparations in May and very rushed. and it may be that I misunderstood your instructions. Our quote, however, was very clear in that we were effecting repairs only to the two doors, and you were not pushed for the full cost of the extra repair, or even pressured to pay the final sum that was paid. I made an offer which was accepted, as far as I am aware, as being a fair offer because we had both in our ways misunderstood.

We have operated as part of a national franchise for 15 years in MK and have always been very transparent, which is why we have an extensive and growing database of satisfied customers. Only last week I turned away a paying job from this unit because I felt that the lease company had misinformed the customer into paying for something which didn't need repairing, and it is not the first time that we have done things like this.

I am very sorry that you feel that we "tried to put one over" on you, I was not aware that you were so unhappy. If you have a paint job in the future, and you wish to bring it to us, we will ensure that you are very happy with the quality and we will see what we can do to accommodate the extra £20+ which has clearly upset you.


Regards

Christine Dhunna

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 21, 2015

Thank you very much for your kind words. We're really pleased that we could help.

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 6, 2015

Thank you for reviewing us

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 5, 2015

Thanks for taking the time to review us

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 5, 2015

Thanks, Jean

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 4, 2015

Thank you for taking the time to review us! It is greatly appreciated!

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 4, 2015

Thank you for your feedback, Mr Smith. I am sorry that your experience with us was not as smooth and happy as it might have been.

In answer to your issues, the wheel was quoted several weeks before the repair and when the car arrived at our unit we worked from the copy of the paper quotation that we had given to you. I am sorry if you feel that we repaired the wrong wheel but it was in fact the one noted on the quote. Had it not carried any damage, we would have then walked round the vehicle and questioned it, but, as it was damaged and since at no time had we been corrected about what had been quoted, that is the wheel that we repaired.

It did take us longer than anticipated to complete the work as the gas engineers were plumbing the LPG gas to the outside of the building, which was a health and safety issue, and took longer than they had anticipated to do this, which is par for any manual job, and this caused us spraybooth downtime. Even in the best of circumstances, a bodyshop, indeed any skilled workman, can only tell you how long a job OUGHT to take since, as with any skilled job, problems may arise with equipment or even with the job itself. In a unit all work goes into a work flow and is generally completed within one day or less. The problem in your case was that you needed constant access to your email. You had your laptop to hand and we did on many occasions offer you the use of our WiFi, which is provided free of charge for our customers, and we also made numerous offers to take you back home so that you could continue working there, all of which you refused. Eventually you did take up this offer of a lift, and we then, again, later delivered your car back to you, which took two of us away from the unit. So whilst we sympathise that the job took longer than it should have done, I do think that in this instance we did everything that was reasonably possible to mitigate the inconvenience, and I am sorry that you do not feel that we did enough.

We are a friendly company, we take our customers' issues seriously, which is why we have opened ourselves to criticism as well as praise on TrustPilot, so that we can try and address any need for improvements in our practices, but in this instance we do think we tried to be as helpful as we could and I am sorry that your experience was such an unhappy one.

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 4, 2015

Thanks for the great feedback. Glad you are happy.

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 4, 2015

Thanks for your kind words. They are greatly appreciated.

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 4, 2015

Thank you for your recommendation

Reply from CHIPSAWAY CAR CARE CENTRE

Nov 12, 2015

Thank you very much

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 4, 2015

Thank you for taking the time to review us.

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 4, 2015

Thank you for your feedback, Mr Whitting.

We are sorry that your experience was not all that we would have hoped. As a mobile service, we were able to be slightly more, although not totally, precise about the time scale of jobs, as even then we were open to challenges from weather and light which could delay or even sabotage the job. Unfortunately, skilled manual jobs can only be estimated with regards to time since so much can happen with both the job and equipment, and in a unit everything goes into a workflow, so the time factor was a circumstance beyond our control on that day.

In a unit all work goes into a workflow and is undertaken to be done within the day. On the day in question, we had only been in the unit a few weeks, and the booth, which is brand new, was being lined and we worked to the estimated time scales that we had ourselves been given by the engineers, both as to the time they would arrive from their previous job and how long it would take to do ours.

With regards to quality issues, we do provide a three year guarantee against poor quality or deterioration and, had you come back to us, we would have instantly booked your wheels back in and addressed those issues that you have now raised, and, indeed we still can do that, if you wish. You have paid us for a quality job and it is incumbent on us under our guarantee to provide that job. Coming on this website is as much about making sure that we have made our customers as happy as we can as it is about gaining stars (although the stars are nice) so that we can constantly improve, so please do feel free to bring your alloys back and we will make sure that you are completely happy with the end result.

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 4, 2015

Thank you for your kind words

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 4, 2015

Thank you for your recommendation. We like to have happy customers

Reply from CHIPSAWAY CAR CARE CENTRE

Oct 4, 2015

Thank you for reviewing and recommending us