FMG Repair Services Avis 

Motor repairs are stressful in a multitude of ways based upon the circumstances that brings about the need for such a service.

FMG brought me to tears this afternoon, truly not an easy response for me to achieve. I’d obviously been under more stress than I had realised or would willingly admit.

Thank you all exponentially for your kindness, for caring & decision to help by offering a good will gesture, in this instance.

This has been a definite first & I’m deeply humbled as well as grateful.

In summary, a friendly, helpful, caring & professional business that truly puts the customer first, putting the “Care” into Customer Care & being “Angels “ walking & working among us.

From the Customer Service team who handled the booking of the repair, answering questions and queries clearly, explaining with kindness & empathy, the regular updates before confirmation of the booking, to the representative who collected my vehicle from home. (big shout out to you! A fantastic example of a young adult male representing his company & himself with pride, personable, relatable & with much respect) & finally, to the follow up call to relay the decision regarding my vehicle… Great all round service!

I would definitely recommend this business ( located in Milton Keynes) for any repairs that may be necessary in the future.

Let me take you through this experience step by step, because every single interaction with FMG Slough was a masterclass in how not to treat a customer.

The Collection: A Driver Who Couldn't Wait 15 Minutes

You are given a 5-hour window for the driver to collect your car. Mine arrived right in the middle of the school run. As I was stepping out of the compound with my son in the car, he informed me he was there to pick up the car. I told him I needed 15 minutes to drop my son at school. His facial expression said it all, he was not happy. He actually suggested I take my son out of his car seat, in the middle of the road, and hand over the car right there and then. I told him I was leaving. He said he was not sure if he could wait. I had to call FMG Slough just to make him stay. For 15 minutes. To drop my child at school.

The Courtesy Car: Smells Like Someone Else's Problem

When he handed over the courtesy car, he casually mentioned — after all the documents were signed that the previous customer had smoked in the car and he had tried to clean it. No prior communication. No offer to arrange an alternative. Just a take it or leave it moment, except by that point I had already taken it.

For almost a week, every single morning I had to open the windows before putting my son in the car. A child. In a car smelling of cigarette smoke. Every. Single. Morning. When I raised this, the response was essentially — we wish we could have communicated better. Communication is clearly not their forte, and what happened next was the absolute epitome of that.

The Return: My Electric Car Handed Back at 39%

After two weeks, I called on a Friday to check if my car was ready. They confirmed it could be delivered and I was perfectly fine with that, I never once said I needed it urgently. However, when the driver collected the courtesy car, he made it very clear that it should be returned at the same fuel level. They collected my electric car at 71% charge and returned it at 39%. No heads up. No explanation. No courtesy.

The Call That Left Me Speechless

When I called the helpdesk to raise this, mid-conversation, the customer service manager picked up the phone and told me to stop shouting. I was stunned. I was speaking from my car on speaker, there was an echo. Hearing my voice through a headset does not mean I was shouting. She did not even pause to check the situation before making that assumption.

It got worse. She then brought up the cigarette smell complaint and said and I quote "we cannot do anything if another customer has smoked, and you raised the complaint before! No acknowledgement. No accountability. Just a wall.

When I raised the battery level issue, she initially said "you asked for the car" which I corrected, I had simply enquired. She then shifted and said I should have asked for charging, that they only have slow charging and would have needed to keep the car overnight. I asked one simple question why did no one communicate this to me? I would have waited. I had no urgency. But communication, as I said, is not their forte.

She then told me that for electric cars, there is no requirement to return the vehicle at the same charge level. Interesting policy, especially when the driver made it very clear the courtesy car should come back at the same fuel level.

At the end of the call, she offered compensation. I was very clear, it is not about the money. That week I was managing my kids alone. My office is 48 miles away. If my car had come back uncharged, I would have had to sit in a car park charging my car with my kids asleep in the back. But why would they care? Why would they take a moment to understand what their customer is actually going through?

The Repair Itself

Oh, and the car repair? I am sure it was fine. But honestly, after all of this, it barely matters. Many garages can fix a car. Very few can make a customer feel valued. FMG Slough failed at every single opportunity to do the latter.

The paint on my car was meant to be touched up, but parts of it were missed, and on top of that the folding mechanism of my mirror was broken in the process.
They have made the paint job right however they have been giving me the runaround for the broken mirror, despite sending someone to take a look and confirm the damage.
FMG Hoddesdon, never again.

I would highly recommend FMG repair (Hull). From start to finish, the advisors were professional and kept me up to date with the process/progress of my repair.

Brilliant service friendly staff kept upto date with repairs and was quick. courtesy car was great my car came back clean

FMG Martlesham have dealt with my cars repairs. Karen from the office kept me updated. My car was collected and the courtesy car delivered to my home. It was returned sparkling inside and out, the repairs look amazing. A first class service from start to finish. Very happy.

I have been extremely disappointed with the service I received from FMG Repair Services in Exeter. The whole experience, from start to finish, has been frustrating, and the standard of the repairs and rebuild on my vehicle has been nothing short of horrific.

I expected my vehicle to be returned to me to a professional standard, but unfortunately that has not been the case. The quality of the rebuild has been extremely poor, and I am very unhappy with the overall finish and workmanship.

What makes the situation even more frustrating is that FMG were recommended by my insurance company. As a result of my experience, I am now making an official complaint to my insurance company regarding both the repair and the standard of service I have received.

I would strongly advise anyone considering using FMG Repair Services to think very carefully before doing so. If you expect your vehicle to be repaired and returned to you to a high professional standard, my experience has been completely the opposite.

Very disappointed and certainly not a company I would recommend.

FMG repair services Milton Keynes.
Friendly staff who are really helpful.
Updated twice a week which is brilliant.
Fast service and staff are happy to answer any questions.

They updated me every step of the way about repairs to my car. Exceptional service car came back immaculate! Driver ray is credit friendly explained everything to me when he dropped car of I’d highly recommend FMG to anyone’s that’s looking to repair thier car such excellent service also from receptionist thanks to all at Milton Keynes branch Aisha Coulson

Excellent customer service

Both my nearside doors were damaged in a car park incident. The insurance company preferred repairer was FMG Luton. The service they provided was excellent from the day they picked my car up and provided a courtesy car, til the day my car was returned repaired.
I was kept informed throughout & the repair they did made the car look as good as new again.

Work carried out very good as was the staff & service 11 out of 10

FMG Repair Services - Grimsby were excellent from start to finish. Their communication was great, using a combination of phone calls and texts that kept us updated at all stages of the repair process. The repair was carried out to a very high standard.

A wonderful,friendly, professional service.. quick response and a speedy service. Kept updated on repair . Car was delivered back in an immaculate clean condition. Excellent service I highly recommend.Brendon was very helpful and professional.

Absolutely brilliant service. I was truly amazed how quickly my car was fixed and the standard of service from all concerned was brilliant.

Hull garage did a very good repair to my car. Staff very good. Efficient service all round

My insurance sent my car to FMG Crewe, after a collision (not my fault). I was really worried as I hadn't had my car long and its quite new and high end. I will definitely be using FMG from now on as they are amazing. They took all of the stress out of the situation for me, customer service is excellent, top notch workmanship and I was kept fully informed throughout. All of the repairs are fully guaranteed. Its definitely the staff and all of the team that make it so special.

my car was sent to FMG in Hereford to be repaired , I was issued with a courtesy car . I have to say the star of that company is Tracy Farley , that lady is an absolute legend , her customer service skills go above and beyond , and she is an absolute joy to talk to on the phone .

Very fast response.
Once I spoke on phone, they came next day with their courtesy car.
Kindly came for collection to my home at that time.
Their website, each 3,days of first 7daydays gave me updated information.

Then my car repairing has done within 15 days.
Easy to make a payment by phone system.

Helpful friendly staff told what steps I needed take. The body completely repaired like new. Thank you very much. ☺️

Information about my car every 2days very helpful information would recommend hull branch thank you