Egertons Recovery Group  Avis 

I was misinformed about the release of my vehicle, this caused me to have to pay SIGNIFICANT amounts to the company. I asked multiple times if the police had released it, I was told no. It was at that time and only 20 days later had I actually got the truth about it. Then when contacting the company they have done nothing about it. They spouted that ‘yes this was correct’ didn’t ask for calls dates or anything, as they are recorded with this company. Eventually they ask for my call records, I send them over, but mysteriously only the calls recorded after the vehicle collection had been recorded, none from before at all. I am disgusted by the company for their clear and obvious lies and deceit. I felt robbed before having my bike stolen, I now feel robbed again for the £600 they took off of me through their own incompetence.

The Egerton's driver was very efficient, friendly and knowledgeable. He arrived very soon after our initial call. Thank you.

They were prompt getting to me, the driver was polite and efficient in getting my vehicle to a garage.
I couldn’t fault the service at all.

The employee from the company was fantastic, they were efficient and very helpful in a time of high stress and very quickly got my car recovered and to a garage for repairs. The wait time for recovery was also very small and I'm grateful to have gotten sorted out so fast. Thank you!

Placed a breakdown call through my Green Flag app. Technician arrived a bit earlier than the app had stated which was great. Very polite and professional. Identified the fault and got the car going again quickly and also gave very usual advice regarding avoiding issues going forward. Excellent service and I would thoroughly recommend

This review applies to Egertons Roadside Vehicle Recovery based at Brigham, near Cockermouth, Cumbria.

Prior to informing a wider audience of my experience via Trustpilot, I wrote a detailed letter weeks ago to Mr Egerton (Company Director) in Cheshire offering him the opportunity to come back to me and explain, if he could, - the behaviour and actions of his employees at their Brigham yard.

Weeks have passed, Mr Egerton has ignored my request for a reply, so I can only conclude the Company condones their employees behaviour and actions.

I now feel bound to communicate my experiences with Egertons, and I would urge anyone who has a free will (in my case, I didn't) to avoid this Recovery "Service" like the Plague.

On Wednesday 31 Jan. 2024 my car was wrongly seized by Cumbria Constabulary outside a Cumbria car repair garage, on suspicion of being driven with no Insurance.

I asked the Officer who was seizing my car to refer to a senior officer before he took that action, and clarify the law with respect to my vehicle. My advice was rejected, and the seizure was to go ahead.

I locked the car's automatic gearbox in "Park", and applied the handbrake, as required by the Highway Code.

The female Police Officer who accompanied the male Police Officer told me that if I didn't wish to surrender my car's keys with them (and I didn't) they should be left with the garage management to hand over to the Recovery vehicle driver when they arrived. I did that,- but then had to leave.

A short while later I received a phone call from someone who had witnessed my car "recovery" and I was alarmed to learn that the recovery driver had not bothered to approach the garage management for the cars key, and with two Police Officers spectating, had tilted his trucks flat bed, threaded nylon straps through the rear wheels of my car, then DRAGGED my car onto the flat bed !!!!!! (The damage to the cars gearbox and brakes could have been catastrophic)

The next day, 01 Feb. I attended the seizing Officers Police station (and by this time he'd looked up the Law, and acknowledged to me, that there was circumstances when apparent breaches of Law, were in fact, quite legal) and the Police were now fully satisfied my car was fully road legal to be driven to either a DVSO car testing centre (and return to the home address) or to a car MoT centre (with a prior appointment) and return.

The Police issued me with a "Release" document so I could regain my car from Egertons.

At Egerton's yard, the helpful and pleasant receptionist was unable to respond to my questions about the violent recovery method used to move my car and asked for another member of staff to attend.

A male attended who was instantly aggressive and threatening, this man's name was Gary.

I asked him if he believed dragging gearbox locked / and braked vehicles was an acceptable way of treating customers (even involuntary customers) cars.

Gary told me he was the Branch Manager, he'd been the recovery driver who attended my car, he'd been recovering vehicles for twenty years, and that there was little or nothing he didn't know about moving cars, and in any case, what did I know ?

I explained that although now retired, I was a time - served engineer who'd been work-face involved in the Construction, Commissioning, Operation, and Modification of Nuclear plant, and was very well aware of the potential damage to the gearbox that could be caused by the violent dragging of a car from a hard standing location, up the inclined ramp onto a truck.

At this time I noticed that another yard employee had entered the room and who'd decided not only to watch the exchange between his Manager and the Customer, but to also offer his views and philosophy.

I asked the Manager who he thought would be responsible for any damage done to my car by dragging it about. He confidently told me, "Nothing to do with us, you'd have to claim from the Police".

I knew that statement couldn't be true, and it was later confirmed by Cumbria Constabulary. (Although it took a Freedom of Information Request to get the Police to CONFIRM that any damage done by the Recovery agent was the responsibility of that Company, i.e. Egerton's)

It was at this stage the "spectating" employee told me I was an "ARSEHO*E" !!!!!!

I asked his Manager if it was recognised Egerton's practise to have junior staff observe discussions with Customers, - and to pitch in their opinions if they got the urge ?

Eventually, the Manager directed the junior employee to "go and make a cup of tea" (not for me you understand).

The proceedings now reached a watershed. The Manager declared that in spite of the "Release" documentation HE was seizing the vehicle in the name of Egerton's. He told me he "knows the law" and my car was confiscated.

I advised the Manager to contact his Company, # phoned the Police. I left WITH CAR !

The service was first class. Very friendly, efficient and helpful. The technician was with us quickly, diagnosed the issue and got us sorted easily. Very impressed.

Excellent customer service and fast response time. Technician Scott diagnosed and rectified the fault quickly and professionally.
I’m very grateful.

Very quick response and attended on time I have requested,
Assertive, friendly.
Thank you.

I have never had to use my breakdown cover and I can actually say it was a good experience all around. Our recovery driver was spot on time and a really lovely man.

Amazing service! I’m with Green Flag and broke down near Oxford. Egertons were sent to recover my vehicle and bring me home. Lovely reassuring lady on the phone who tried to accommodate dropping my poor stranded friend somewhere too. Then William turned up with a smiley face, so professional and efficient and got me home in no time. Fantastic service. So reassuring and helpful.

Brilliant service, engineer arrived within 2 hrs, required new part - but unavailable, temporary repair done; arrived at our destination, can’t ask more than that, engineer very friendly

Brilliant service.
Quick, polite and efficient.
Would highly recommend.

Great response time and knowledgable staff. Managed to do a temporary fix to enable me to get to a garage.
Great service.

OMG where do you start, shambles from start to finish, total lies just making things up as they go along, customer service is shocking how they talk to you, if anyone is thinking of using them think again,eventually got the car back but it could have been handed to anyone as the driver didn't ask for the log book, he also said if your going to complain you won't get anywhere with then, WE SHALL SEE ABOUT THAT.

Was a quick response time, call from office to advise time.great recovery to home.

Can’t complain absolutely brilliant calmed me down before he touched the car I would recommend Egertons to anybody I was so happy with service even stayed with me to make sure that I was ok the member of the team that came to me needs a gold medal

Good communication regarding anticipated speedy arrival time and my car was fixed professionally without any fuss

Mark arrived to assist diagnose a yellow engine warning light. Concluded that the car was safe to drive to a specialist for detailed diagnosis and repair under parts and garage cover. All procedures fully and properly completed. Also noticed windscreen washer fluid leaking but concluded that this was unrelated to the warning light.

Fast, excellent service.