Have been proper ripped off by a Nationwide garage. AIBU to complain?

[HexBramble]

My vehicle started making some grinding noises when driving last Sunday. Was taking DH to the airport - he's abroad all week until Saturday night. Made it home safely. Monday morning, the 5 mile journey into work was the same - grinding noises. Monday evening, I was taking 5 6 year old girls to a sports event and I was stressing about the safety of the car. There is a garage that deals with MOT's, brakes, tyres and exhausts within walking distance of my workplace, so I phoned it, explained my concerns and they booked it in.

Great, I thought, It will at least be safe. I assumed, since I wasn't using my usual garage, that I'd be faced with a slightly higher bill, but worth it to be safe. Garage phoned back with a diagnostic - I needed two new front tyres. OK, I replied. Fair enough, I actually did need them, so go ahead and get that sorted. We agreed on a mid range quality pair. 'The noise...' said the chipper voice on the phone, '...is your calipers, my love. All on the back. Plus you need new discs and pads'.

Crikey, I replied, is that what's making the noise? 'Probably' came the reply. 'But you need them doing'. So I gave them the go ahead.

Picked the car up yesterday afternoon to be whacked with a £860 bill. The manager could see that I was visibly shaken by this, so explained that my tyres along were £425 quid (think big vehicle). The rest, is the brakes. Needed doing. I paid, thinking, the car is safe. That's what counts.

Car still making grinding noises. I think I'm imagining it, but no, upon driving today, it's definitely there. To be safe, I ask the opinion of a car-mad friend, and he confirms that there's no way the garage could have test driven it, no way they diagnosed the problem (he reckons it's the Bearings) so no way they addressed the reason for why it was booked in in the first place. Plus, I have been charged a massive amount for what they have done.

I am so angry, and want to do something. I dont want to give them my vehicle back as I don't trust them now, but I want the huge over cost and oversight to be challenged. I have also posted this in WWYD but there's not much traffic there, and I'd really appreciate some viewpoints on this.

Actually, I'm starting to write my letter of complaint now but I'm getting brain fog! If anyone good with words is around, can you spare me a few mins and help me write a strongyl worded letter?

I realise how pathetic this sounds, but I can't seem to think straight and everything I'm penning sounds too nice

Can you type out what the guy told you as a start then tweak it?

petalsandstars, thank you, that's a way of starting it off. I'll do that.

I seem to remember that money saving expert hash a link to a complaint website with templates.
Am mobile atm so can't search easily for it, sorry.

For the future, I wouldn't bother using these types of garage for anything other than tyres and exhausts. The mechanics working there don't have to be as highly qualified (according to DH who is a mechanic) for those jobs..

Good luck with your letter and I hope that it gets you results.

Thanks both.

One last bump to maybe catch some wise women for advice.
Thanks.

Post a google review about them.

How do I do that, Pear?
Am going to get my affairs in order first before sorting out reviews. Hoping for a positive outcome when I send them my letter.

You've pretty much covered it in your above posts.

Broughtbcar in on Monday, after telephone discussion ( with name if you can) due to grinding noise on driving.

Telephone conversation from name at /on diagnosed front tyres, rear brakes etc

Replacement tyres brand xxx were agreed, as was the replacement of the rear parts.

Bill does not reflect work done. Tyres not as agreed, and problem solved.

With more time, and a less convenient location, VW dealership has diagnosed bearings, and an approx cost of work carried out to date by you at £xxx. If they advertise with "we won't be beaten on price" or a price matcher, quote it here.

Ask for the difference in price between VW quote and what you paid.

Correct the bits I've got wrong!!!

Here you go, Hex

support.google.com/gmm/answer/3137717?hl=en

Addicted! Talk about in a nutshell!
I really like your direct no waffle approach. I'm cutting chunks out of my dissertation letter as we speak.

Pear, thank you too. I shall be naming and shaming once this is all sorted.

to you both.

I'm the one who went to my tutor at uni to say I was struggling with a price of work. I was obviously missing something big, as I could only get to half the word count he'd requested, and told us would be hard to cut it down to the requested Max. He read it, and (with jaw dropped) told me everything was included,.........

I've spotted a load of errors on read reading it, but you get the drift of it

I've written the letter and I'm enclosing all invoices including the one from the garage the actually sorted the grinding noise.

I have taken advice and am asking for a pretty hefty refund. I don't want to post the letter here because there's too much outing info in it but I need some advice from some wise MN'ers.

I've been advised to ask for a response within 14 days or that I shall be seeking legal action. I know that PR depts are hot on the tail of twitter criticism and other social media so I am wondering whether to state that I shall be using my Freedom of Speech rights to be vocal about their service. Ofcourse, there's also the Trading Standards and the financial Ombudsman to consider.

Should I end my letter stating that I'll be making more 'noise' about my complaints? Advice please!!!

No. I work in this area and social media is brilliant for complaints but it comes across strangely if you "threaten" to use it, and you'll probably just find that the comms team are ordered not to engage with you due to potential pending legal action.

You'll also need to submit a copy of this letter if you do take this to court, so it'll be read by the judge. You don't know what they'll think of it.

Thank you, RightSideOfWrong - I appreciate that. In your opinion, should I end the letter by asking for a response within 14 days or I shall be seeking legal advice?

bump for anyone with advice

Ask them to reply in 14 days - yes

Seeking legal advice - no

But say, I expect an answer within 14 days otherwise I will consider seeking redress through the small claims court.

The sentence I am suggesting shows that you KNOW your next step rather than checking (at that point) if you have a case. Now, if you do need to follow this up after 14 days, you send them the standard letter that is called, 'Notification of Intended Action'. That gives them one final chance to settle before you go to Small Claims. If they choose to settle after that, then you add on the court registration fees.

You can do Small Claims on-line and will cost about £30

sadwidow28, thank you ever so much. I'm really grateful to you. I can get this letter finally printed and sent off now,

By the way, I inserted the word "consider" in case you decide at that point that you can't face doing that. However, you do have a ready-made witness in your friendly mechanic.

This site gives practical advice and guidance on small claims should you need it: www.moneysavingexpert.com/reclaim/small-claims-court

Thanks again - this is so thoughtful of you. I'm grateful for your help. I just hope I get something back. So many similar stories to mine with them on the review sites...

Update. The 14 days are up by close of business tomorrow.
I am considering my next steps. Advice please!