After having my wheel damaged I have been continually ignored by this company until I threatened legal action. I have been continually lied to by Andy Croucher a Customer Service Manager which seems to be quite acceptable by Mr Guy Wheeler their Customer Services Director and Mr. Simon Crowe their Eastern Divisional Director. If you have the patience I have listed all the emails to and from with this sorry story :- My email to Their Manging Director,Kenji Murai :- I am writing to you personally as the service I have been receiving from your company is unacceptable.I had my rear tyres replaced approximately three weeks ago. On collecting my car I was advised that damaged to one wheel had taken place during the refit due to corrosion. I was not happy with this as there was absolutely no corrosion at the point where the damaged occurred. I contacted Customer services and Andy Croucher agreed to visit me and inspect. He agreed that he would arrange for a company in Huntingdon to repair the damaged section. He said I may not get back to you today, but leave it with me. After a week I rang him on his mobile, stating I was disappointed not to have receive a call from him, I received no reply. I gave him another week to respond and rang again yesterday, again no response. I do not expect this response from a nationwide company competing in such a competitive industry where customer satisfaction is essential. I await your response. They responed the same day :- Thank you for your contact to Mr Murai’s office. Please can you provide your vehicle registration number and contact telephone number so we can escalate this for you to the Divisional Director. I replied the same day with the information. They never responded. I then sent this email to Mr. Murai's office on the 19th and 20th May without response :- I would be grateful if you would again contact your Divisional Director again or better still give me his name and contact number. I was contacted by email last week asking for my telephone number which I gave you and have again heard absolutely nothing. This is three weeks since a visit from Andy Croucher !! Does your company treat all it’s customers who have a problem like this ? I sent the email below to Mr. Murai's office 24.4.16 threatening Legal action against them :- I have again waited but received no answer to my email sent last week. If you think by ignoring the numerous emails I have sent I will go away, then you are sadly mistaken. I will give you one more opportunity to respond, I have contacted my Citizens Advice Bureau and they have suggested that I proceed using the Alternative Dispute Resolution or Under Section 75 of The Consumer Credit Act 1974. Your representative Andy Croucher has already admitted liabilty for this and as my contract is governed by the Consumer Rights Act 2015, which states that any service must be carried out with reasonable care and skill. This means the service should be carried out to the standard you would expect of a trader that is competent in that particular trade. If the trader has failed to meet these requirements you could look to hold the trader in breach of contract and request that they repeat the performance to a satisfactory standard, at no cost to myself Almost immediately I received a call from Mr. Croucher see the contents sent to their Ten minutes after sending this email Andy Croucher rang me, he said it wasn’t in response to the email below. I find that hard to believe. He told me he had been trying to contact me and had left several messages on my answer phone, this is a lie. Why would I keep sending you emails if this was the case ? I have since checked check the log on my phone and there has been no calls from him. He also is now stating that he didn’t say that he was prepared to repair to pay for the repair of the section damaged which is again a lie. Again why would I previously stated that he had if that was not the case. I would have gone directly to the legal options open to me. I find your company has acted in a despicably manner and will take the necessary legal action against your company . This is the response from Mr Guy Wheeler, their Customer Services Director :- Thank you for contacting us to update us regarding your outstanding concerns with your vehicle’s wheels. I have requested that our Divisional Director, Mr Crowe, review your complaint and see what action can be taken to potentially resolve matters? I will need to wait for Mr Crowe to instruct on his findings and decision in due course. Thank you. Kind regards, Guy WheelerCustomer Service Director. Kwik Fit (GB) Ltd. A fews days later I received a call from Mr. Croucher, the details are in the email below :- Good morning Mr Wheeler, I am sorry to be contacting you again, but whilst I had thought the offer of £100 was sufficient to repair my damaged wheel and cover the costs in doing so, I know find that the information that was provided my Mr. Croucher with regards to the repair cost have been found to be completely false. He has advised me that he had sent a photo of the damage to a company in Huntingdon would do the work for £50. Having now contacted this company they inform me that they have never had any correspondence with any one at Kwik Fit and certainly wouldn’t have quoted a price below £90 plus VAT. I then contacted Mr. Croucher again on the 5th May and left an answerphone message with these details. He has once again ignored my phone call. He had also offered another option, to collect the wheel and get it repaired and return it. I didn’t accept this option as it would have meant that I would have been without the use of my vehicle for a lot longer than going to the repairers personally and picking it up once the reparation had been carried out. The £50 and petrol costs for two vehicles just about covered the cost of the £100 offer. I decided that this was the better option. I must point out that this is purely a matter of principal. I owned and ran a highly successful manufacturing business for over twenty years,built on customer service, so the financial aspect is only secondary. I would gladly have accepted calls from my customers if there was a problem of any kind, this was the only way I was able to assure that my staff were following the correct procedures laid down to ensure our continued success. You obviously have a problem that continues and the good name of your Company is being tarnished. Which has a certain irony when you latest ad campaign is aimed at customer satisfaction. Websites such as Trust Pilot are so successful in bring this type of the complaint to the public’s attention. I would ask you to look into this matter and also suggest that you do not get Mr. Croucher to call me ( as in the last instance ) to contact with regard to this, but a competent member of your team. An email followed from Mr. Wheeler :- I am sorry to learn of the issues you are still having. I will relay the information to our Divisional Director to see what can be done? I’ll get back to you as soon as I can. This was the response of their Divisional Director, Mr Simon Crowe :- As a company we strive to deliver a truly world class service for our customers and unfortunately on this occasion it would appear that we have fallen short when it comes to communication. I did speak with Andrew Croucher on your complaint and instructed Andrew to offer to swap your wheel with the spare and get the wheel refurbished for you or alternatively we would give you a refund of £100 of which would more than cover the cost to refurbish a single wheel. The choice was given based on not wanting to inconvenience you any further and I believe that the offer made was more than reasonable. Regards Simon Crow Divisional Director Home Counties & Eastern. Below is the final email I sent to Guy Wheeler :- It amazes me that he is clearly not bothered that the information given by Mr. Croucher was fabricated, as he makes no mention of this in his reply. He has stated that the offered cost would cover the cost of repair, if he had read my email he would have read that it doesn’t. This clearly shows how concerned you are by customers complaints. I truly hope that you as a director of your company will look into this , rather than pass it on. Clearly I am not prepare to be out of pocket and your colleague appears to have dismissed my email. so You have given me no option but to pursue this by legal means, which I will assure you I will do.