Redbourn Auto Solutions

Thank you for taking time to write a review and we’re sorry to hear that we have fallen short of expectations on your recent visit. We are well known for our high standards and we take all feedback seriously. To this end, this has been fully investigated and outlined below. The vehicle arrived as an AA breakdown with a suspected sensor or steering issue. The customer came to us as her regular mechanic was on holiday. On arrival the battery was flat, so it was fully charged to allow for testing to be completed. Diagnostics were then carried out, reset, lubricated, and fully tested and the vehicle didn’t fault again. The diagnostic codes were reset. This is the same course of action a main dealer would take once the fault is rectified. The customer was advised to monitor the vehicle and should the fault return, it would require a steering lock mechanism as detailed on the invoice. The customer left happy. The car failed again and the customer was advised to return as had been recommended previously. The car did not arrive. Any codes cleared from this breakdown will have been from the AA or her regular mechanic as we did not see the car again. A maintenance light illuminates when regular servicing is due. Our Technician noted this on the invoice. The vehicle should be returned to her regular mechanic to reset it. It is not unusual for these to become out of sync. For safety, we would only reset a maintenance light once we have completed the service.

Thank you for your feedback via Which? We have built the business on trust and honesty and take all complaints very seriously. We have taken time to look into your case and find as follows. This customer made a ‘distress call’ on 6 February 2015 to say that she had a flat tyre and needed to go somewhere that afternoon. We pride ourselves on excelling in customer service and although we do not usually conduct a recovery service, we felt that this was an exceptional case. The car was recovered and the tyre checked for repair. The customer was called and informed that the tyre was irreparable and there was no stock availability from our supplier on the same branded winter tyre. (These are notoriously hard to source at the end of Winter). A fully inclusive price was quoted and an alternative brand was agreed and fitted. This was a legal tyre matching the radial tread of the others. In fact, this is exactly as described by the AA/RAC. She was also advised that the car should not have winter tyres on the front of the car and summer ones on the rear as this is dangerously compromises performance and safety of the car. This is nicely demonstrated in this Michelin video: https://www.youtube.com/watch?v=8cBSWEhimdA The car was delivered back to her home. No charge was made for this additional service. Whether the tyre was or was not legible is not relevant as we had already explained to our customer that an exact match was not available. We are an incredibly busy garage and therefore if they wanted to pursue an alternative supplier, they would have been welcome to, but this was not what the customer wanted. She wanted her car back quickly and without hassle to enable her to go out. This is the service that was delivered. Within a week of the fitting, the husband of the customer made two visits to the garage after hours, and we felt they were aggressive on both occasions. Although we had gone over and above to help his wife who was happy with the service she had received, he was unrelenting in disgruntled behavior. He was offered a gesture of good will of £20 but was disparaging of the offer. It is regrettable that this didn’t arrive with the customer safely, and, as they have now moved, we are unable to issue a replacement. However, this will be honored on their next visit.