FRF Avis 5

I booked my car in for a service on 06/02 FRF Toyota newport. I dropped it off in the morning and collected it the same evening. I didn’t drive it over the weekend as I work in London. On Monday evening, I drove straight to London and the engine started shaking heavily. I had never experienced this problem before the service.
I pulled over immediately and tried calling the service department but it was closed. I managed to reach the sales team and left a message, and was told someone would call me on Tuesday. No one did. I had to arrange parking and use public transport. When I finally got through to the service department the next day, I was put through to the manager, Matt.
I explained clearly that the issue started right after the service. I was told the car was “misfiring” and that I would have to drive it back to the garage. If the issue wasn’t related to the service, I would be charged for diagnostics. Considering the car was shaking badly, I asked if I could take it to the nearest Toyota garage for safety reasons and was told no — I would have to pay for that myself. When I questioned how this could happen immediately after a service, the manager became frustrated, sarcastic, raised his voice, laughed during the call and eventually put the phone down on me. Completely unprofessional.
By Friday, with no help from the dealership, I had to call RAC to recover the car from London back to Newport. RAC ran diagnostics and found that the air filter housing had not been clipped in properly — it was twisted into place instead of secured correctly. This allowed air into the system and caused the severe engine shaking. Once fixed properly, the car was running normally within 25 minutes.
This issue was caused by poor workmanship during the service. Instead of taking responsibility and helping, I was left stranded and treated disrespectfully.
On top of that, since booking my service I’ve received repeated sales emails and calls pushing me to buy a new car, even after clearly saying no. The focus seems to be on pushing sales rather than proper servicing and customer care.
Very disappointing experience. A basic check after servicing would have prevented all of this instead of video showing small scratches in bottom of bumpers. I expected professionalism from an authorised dealership and did not receive it.

Following a no fault incident my Mitsubishi was taken for repairs to FRF Swansea by my insurer. What a mistake that was. Issue after issue with obtaining the required parts, long delays in fitting parts, FRF ordering incorrect parts. Zero communication from them regarding the repair progress, I complained to them via Email and recorded delivery letter but to no avail. Strangely the only thing that got a response was when I complained about the service to my insurer, The incident happened in December 2024 and my car was returned, almost repaired, In September 2025. I wrote, again, to both FRF and my insurer and within a day my insurance company agreed to pay compensation for the service I had received with FRF. To date I have heard NOTHING from FRF. They are a disgrace to the industry and I would urge anyone who has been referred to them by their insurer to request an alternative "garage"

My father in law had a wet belt issue on his Vauxhall grandland. Less than 30,000 miles and 5yrs old. Recovered to FRF Swansea and replacement work done total cost over £1,400.

I felt this was questionable and called Vauxhall U.K. who informed me that as long as services were done as per schedule and to standard there was a complimentary warranty to cover this issue.
There the problems started, FRF said that the Vauxhall stamps in the service book were not enough and demanded and required actual copies of the services.
As this didn't seem to be happening after a few days I called the two Vauxhall garages involved and obtained these myself. There were also delays as the member of staff dealing went on leave, then sick. Eventually just over £700 was refunded. When I asked, why this figure I was told by Anna at FRF Swansea that this was due to additional parts costs. I asked for a written breakdown of costs, and this was initially refused and when I queried this was told by Anna that she would run it past her supervisor 1st.

I then spoke to Vauxhall UK who explained that the good faith Warranty actually was for 50 percent of the cost so the refund was correct.

The detailed breakdown then arrived and I laughed to see that Swansea FRF stated that they had discovered the good faith Warranty, gathered the service info then refunded the monies. This is absolutely NOT the case

Neither I nor my in Laws have any faith that the complimentary warranty would have been mentioned or applied had I not enquired with Vauxhall UK.

Please beware if you have a similar Wet Belt issue and be prepared to make your own enquiries.

I have brought 2 cars from FRF in the past but based on this experience would definitely NOT RECCOMEND or purchase from them again.

To all motorists who need urgent repairs to their vehicles do not use FRF .
Why new cause of concern, when I needed advice on paint repair, no in-depth knowledge from the paint shop.
Totally unacceptable drivel from Mr Jones ( manager) asked the front desk to get a call back from MR Jones four times today no call back!!!
Customer service from FRF about 30 years out of date , unacceptable customer service, period!!!