Protyre Autocare - Sittingbourne Avis 

I recently purchased two Michelin Pilot Sport 5 tyres online from Protyre, together with TPMS “Metal Service Kits” and wheel alignment.

The biggest issue was the lack of clarity during the online booking process. One of my TPMS sensors had already failed, and the website presentation strongly suggested that the TPMS kit would resolve the issue. However, when I arrived at the branch, I was told the online product was only a valve kit and not the actual TPMS sensor. I then had to pay an unexpected additional £144 for replacement sensors.

I was also informed that tyre rotation and TPMS configuration/relearning would involve additional charges, despite neither being clearly explained during the online booking process. The tyre rotation was eventually completed without extra cost, but only after discussion at the branch.

What made the experience worse was that the TPMS relearning process was not actually performed after installation. I had to do this myself at home using my own tool. After doing the relearning, it became very clear to me that only the faulty sensor appears to have been replaced, despite being charged for two new sensors. Before relearning, the dashboard was still communicating correctly with one of the original sensors, which makes me seriously doubt that the second sensor was ever changed.

I raised these concerns with customer service. They replied quickly to my initial complaint, but after I responded explaining why I still doubted the second sensor replacement and requested a partial refund, I received no further response.

To be fair, the tyres were fitted correctly, the tyre rotation was eventually done, and a puncture repair was carried out free of charge. However, the overall experience felt unclear, poorly communicated, and significantly more expensive than expected.

My main feedback to Protyre is simple: improve transparency on the website and ensure customers clearly understand what is and is not included before arriving at the branch.

EDIT:

After posting my original review, the Sittingbourne branch contacted me directly very quickly to discuss the situation in more detail.

Although I still believe the online booking process and TPMS service descriptions could be much clearer, I appreciate the fact that the branch took the time to explain their procedures and address my concerns professionally. We discussed the TPMS replacement process, tyre rotation, relearning/configuration procedures, and the misunderstandings that happened during the visit.

The branch listened to my concerns respectfully, including my doubts about whether the second sensor had actually been replaced, and ultimately offered a partial refund as a goodwill gesture, which I believe was fair and appreciated.

The most important point for me is that they were willing to engage with the complaint seriously and work toward a reasonable resolution instead of simply dismissing the customer’s concerns.

Because of this, I feel it is only fair to update my review and recognise the effort made by the branch to resolve the situation after my initial experience.

EDIT 2:

Shortly after posting my previous update, the TPMS fault warning appeared again on the dashboard. At that point, I genuinely believed that perhaps none of the sensors had actually been replaced, so I returned to the branch requesting a full refund.

The discussion became a bit heated because the branch understandably did not want to issue a refund without first opening the wheel to inspect the sensor. In the end, we agreed to dismantle the wheel with the faulty sensor, and it became clear that the original factory sensor was still installed. The replacement sensors used by the branch have a distinctive blue colour, which was clearly different from the one fitted in the wheel.

Ironically, it was actually the second sensor — the one I originally doubted had been replaced — that had now failed, effectively confirming that it had not been changed during the original visit.

To their credit, the branch handled the situation professionally after this was discovered. They installed a brand new sensor and did not charge me for the replacement, which I genuinely appreciated.

Special thanks to Adam and Connor for their help and professionalism in resolving the situation properly in the end.

Was asked to bring my car in on time to ensure replacement tyres could be worked on at scheduled time. Arrived at 10:20 for 10:30. I was asked if I would wait or go and be called when the work was finished. I decided to wait. One hour later my car had not moved from where I parked it!!
I decided to leave and was told I would be called when ready.
No phone call!! So at 14:45 I returned and car was ready.
I was told that they had to inform me of the further work which they said they had to advise me on. As I had already booked a service at another garage I said there was no need. They said I they would send it all via an emai with an invoice.
Needless to say the email has not arrived even though I phoned to request it.
Overall very poor customer service and care.
Never again !!

Very helpful staff and explained about my mot after they had finished

Went out of there way to do my MOT a day early when they found out I had a funeral the next day. Very friendly guys at reception and the mot tester. Great service every year.

The staff made you feel very relaxed and I feel that Rob and Adam went above and beyond to help me. I would definitely recommend them to anyone

I had the Platinum service and was completely quickly and efficiently, only issue was they wasn’t able to the aircon regas at the time but managed to fit me in at a later date to get it done.

MOT done at booked time, very efficient

I had a slow puncture, called on Good Friday no appointment and tyre fixed with minimal delay.

Booked online, checked in car at time requested, all done within an hour.

Great service , friendly staff, waiting room with coffee and tea, plenty of knowledge about tyre, brakes and of course able to answer any of my questions

Very pleased with the service I received
Especially Connor on reception Very helpful and a credit to the company

Speedy fit, bonus of a little waiting room

Just always go that extra mile. Car failed MOT and these guys googled, searched and called any contact they had to find the parts needed, even calling Tesla to see if they had parts. No surprise then that they pulled it out the bag and had parts delivered same day and fitted and back on the road. That’s what you call service!!

Booked an MOT. Easy to book online. Arrived 20 minutes earlier than booked and car was worked on immediately. Friendly staff keeping updated as the test went on.

Phoned my local branch ,very polite person answered and arranged a tyre fitting ,Took car to branch and left it for around 1 hr on our return all 4 tyres fitted ,balanced and front tracked at a very reasonable price .

In for an MOT, great service as always, and the manager was very helpful.

Had my breaks done great job staff were very nice

Adam and his team were amazing, very professional, and sorted the problem i had with the indicators in door mirrors, and sorted without.

My car was booked in for an MOT, I was told the mechanic was running late, however the MOT was completed in good time.
The only downside was the state of the waiting room which was dirty, both the floor and the work tops. So much so I walked into town rather than sit in there.

I went in for one tyre, came away with four new ones, fully explained and shown why they needed to be replaced before doing the work. Painless experience, other than having to dig further into my pocket. And they fixed a leaky valve on our other car a few days later. Very happy.