Xpress Garage & Tyre Centre Avis 

Réponse de Xpress Garage & Tyre Centre

Actualisé il y a 2 jours

Thank you for your comments about our technicians being friendly and helpful.
However, we would like to clarify a few points to provide a more complete and accurate account of what occurred.

The customer raised a concern regarding a surcharge on a braking part that had not been removed from the invoice due to a computer system oversight. Once this was brought to our attention, we promptly issued a refund over the phone. As is standard with card refunds, it can take up to five working days for the funds to appear in the customer’s account.
The customer also expressed dissatisfaction with the availability of our complimentary courtesy cars. We operate a fleet of 12 vehicles—considerably more than any other garage in the local area—to support customers while their vehicles are being repaired. These are offered free of charge as a convenience, but due to high demand, availability cannot always be guaranteed at short notice.

Additionally, the customer suggested that a recent service had caused an issue with her air conditioning. While we understand that online research can raise concerns, there are many potential reasons why an air conditioning system may not function correctly. Routine servicing, such as changing the oil and filter or topping up fluid levels, does not affect the operation of the air conditioning system. We take all concerns seriously and are always willing to investigate, but in this case, no evidence was provided to support the claim.

All of our calls are recorded. Having listened back to the calls, the customer repeatedly spoke over our receptionist and was sarcastic while our staff member was trying to help. Our staff are here to assist customers, but they are not here to be shouted at, spoken over, or treated rudely.

It is also worth noting that the customer left a one-star Trustpilot review on 2nd July, then returned to the garage on 6th July to discuss the air conditioning concern with our technicians. Following this visit, a similar one-star review was posted on Google. These were separate reviews posted several days apart.
We are a local independent garage employing local people, and we take pride in the service we provide. We aim to resolve issues promptly, offer additional services such as courtesy cars to support our customers, and ensure our staff are treated with respect.

UPDATE..


Following a further telephone call from the customer’s partner regarding the refund, we checked the card details against our payment records. It then became apparent that the card details previously provided by the customer were different from the card originally used to pay for the work. The refund had been processed correctly, but they had been checking the wrong card account. The apparent delay was therefore not caused by the garage or by any failure to issue the refund.

This is another example of why it is important to establish the full facts before publicly criticising a local business.

Réponse de Xpress Garage & Tyre Centre

20 juin 2026

Thank you for taking the time to leave your review.

I am sorry to read your comments, but I must admit I am slightly confused by the mention of speaking to “the young man”. I am the owner of the business, I am in my mid-fifties, and I am currently the only person who carries out our car washes.

All of our car washes are carried out using professional AutoSmart products, and I have over 30 years’ experience in vehicle care. Our process includes a hot pre-wash, followed by a fallout remover to help smooth the paintwork and remove iron deposits from the wheels and bodywork. The vehicle is then rinsed thoroughly, treated with a rich carnauba wax for a deep, lasting shine, and finished with a super-hydrophobic ceramic protection, giving excellent gloss and up to three months’ protection.

If your vehicle did not receive this level of service, then I genuinely do not believe it was washed by myself at Xpress Garage. There is another car wash nearby, around the corner, which people do sometimes confuse with us.

Please feel free to contact me directly so I can look into this properly, as customer satisfaction is very important to us.

Kind regards,Xpress Garage 

Info@xpressgarage.co.uk

Réponse de Xpress Garage & Tyre Centre

Actualisé le 1 juin 2024

Dear Mr Palmer,

Frstly I would like to point out that you ordered your tyres from an online company and not ourselves, these tyres were exceptionally cheap and of poor quality hence the price.
It is not our fault that the tyres have not arrived as we had no involvement in ordering anything for you and we no longer have any relationship with the online ordering company that you were involved with.
Whether it was two weeks ago that you ordered them this has absolutely no reflection on Xpress Garage.

They should have removed us as a fitting agent some time ago from their system.
As for your comments that we are here for greed is absolute rubbish, we always help lots of customers out and quite often do things for free to keep them on the road when money is tight.

Also there are only three other garages in Cornwall that use tyre savings, one in Penzance, one in Newquay, and one in St Keverne.

If it was such a great company to work with all the garages would be with them but they are not.
You should be reviewing tyre savings with a 1 star review who are making millions and not a small family run business who work very hard 7 days a week just to pay the bills while looking after the local community who care about their customers.

Réponse de Xpress Garage & Tyre Centre

17 mai 2022

Customer made booking to drop vehicle off for the day, for us to look at a service light?

Customer had vehicle serviced 9 months ago elsewhere so we were to look into this to determine if vehicle needed a service, if so what kind of service and then to carry out necessary works to vehicle.

Vehicle is a Rangerover - therefore only able to go on one specific ramp due to its size and weight. This ramp had another vehicles on it all morning as we were waiting for parts to arrive to complete another customers car.

Vehicle was dropped in at 8:30am for a leaving appointment - therefore we would look at during the course of the day.

Master tech/diagnostic tech took a look at the vehicle - going through the system controls and established what was needed - oil change, oil filter and air filter.

As a garage and specialist tyre centre, we obviously made a note of rear tyres which we recommended the customer had replaced, under no obligation, however we always check and advise customers tyres for their own safety!!

After numerous calls throughout the day, in which the customer was advised it unfortunately hadn't been looked at yet but we will call when we have an update!!

At approx 3pm the master/diag tech reported what works were needed to a male member of staff who had answered the phone (again) to the customer.

In a short phone call the male member of staff repeatedly tried to speak to the customer and advise him of what works were needed to be done.

As a garage we always have to advise the customer of what works are needed to be done and what costs are involved so that they can agree works/costs before we go ahead with any work.

Unfortunately, on this phone call with the customer, where the male member of staff was repeatedly trying to get this information across to the customer to receive authority for the works, the very impatient customer with a telephone manner that was less than desirable
continued to interrupt and not let the staff member speak while also being quite rude.

We do not tolerate verbal abuse to our staff. We are here to help and advise all customers and we pride ourselves on excellent customer service. So even during an extremely busy and hard time we will always do our best, therefore not deserving to be spoken to or treated in an unfriendly manner.

The reception Manager answered the phone at approx 4:10pm to said customer - he asked if vehicle was ready for collection. She went to master tech to ask for an updated and was then advised that he had identified what works were needed and was ready to undertake said works at around 3pm but had no authority from customer to do so.

Unfortunately, due to the customers behaviour to our staff on the phone earlier that day, it ended up in us terminating that call and not getting the authority for any work. So when the reception manager took the call at 4pm ish, she then tried to explain to the customer that as no authority was given, no works were carried out. Standard company policy.

The reception manager explained to the customer that the service could still be carried out before the end of the working day (5:30) if authority was given now - so we could order service items and use the now available ramp for that vehicle.

The customer then advised (at appox 4:15-4:20) that he needed vehicle back for school pick ups and would need it collect at 4:50. Had we been informed earlier in the day or when the car was dropped off, then we would have made sure it would have been completed for the school run.

This unfortunately did not allow enough time to carry out the work that we had identified needed doing. So reception manager advised customer to collect vehicle at his earliest convenience.

Upon collection of the vehicle the reception manager politely and nicely apologised to the customer for the unfortunate eventuality that meant no works were carried out (even though technically we had nothing to apologise for)