I have never dealt with a more unprofessional business. Ross was difficult, rude, patronising and confrontational.
I was experiencing slight scratching during gear shifts - I'd like to highlight it wasn't a major issue I just wanted it sorted before it became a bigger issue. I went in for a clutch and flywheel replacement.
3 weeks post work done, the van would go out of gear (DSG gearbox) and lose power randomly. I contacted Ross to ask about it considering the van was still under warranty and that's when Ross changed. Made it very clear it could not possibly be his fault without even looking at it. I asked if he could have a look at the clutch as it's still under warranty and clearly there is a gearbox problem and his response was "there's not a good enough reason for me to look into it. And you wouldn't want to lose a days wages to look at something you have no reason to look at".
WHILE UNDER WARRANTY!
The entire phone call he was being patronising and refusing to listen. The only way he was 'happy' was if I just agreed with what he said. Which was that it could not possibly be his fault.
I called another gearbox specialist, for a second opinion, which I am entitled to. They told me that there's a few things that don't sound right and to check what certificates they have. They also questioned why he'd touched the mechatronics when it didn't need touching (he stated he didn't touch it, but sent me a video where it was on the table). Ross became extremely aggressive over this. He said if I've got something to ask to not cherry pick what others say, and that I should've just asked from the beginning if I was so worried he didn't have certificates.
I took it in after some difficult conversations for his employee to scan it for faults. His employees stood there and laughed at me saying they've done nothing wrong. At this point I was not only upset, but extremely frustrated and confronted them about what was funny. I rely on this vehicle for work.
I took it home again and the glow plug light came on, would completely lose power (happening on motorways). I called Ross again.. only to be met with the same aggression. I can't leave a review long enough to explain every detail but it went in again. This time he said it is a TCM fault but not caused by him.. coincidence. He said he was 95% sure it was one part of the TCM, so we could replace just that to save me money. He said if it's not that, and it doesn't stop working straight away then it's not his responsibility to fix it. Bear in mind I was obviously relying on the person who was supposed to be the expert in these situations to diagnose the issues correctly.
You can guess what happened - drove home and couldn't move the van again. Engine light came on and this time it just didn't drive at all. This was the day before Ross stopped working over the Xmas break. I called him AGAIN, in tears, explaining it had gone, but worse this time. Ross was understanding during this phone call, said to bring it in and once he's back in after Xmas he would have a look.
Had it towed over there in the new year.
He agreed to give me a partial refund for the part but not labour (which was more than the part). This time it was a new mechatronics. In a previous conversation (which I luckily have evidence of), he stated £2000 was too much for a mechatronics (what I was previously charged) and that it costs around £1600. Funnily enough, when quoting me for the mechatronics it now cost £2300, and with the 'refund' of the part he was giving me back it was costing £1600. It just feels like a lot of coincidences.
To top it off, because I had to have it towed, it had no fuel in it. He kindly said they'd put some in. They put £20 - which I was charged TAX - all on my invoice.
Ross, I have never been more uncomfortable around a professional. I was so desperate to have my van fixed I didn't have the strength to stand my ground but I will now. My van has just gone in for some other issues and they've found damage to the gearbox mount. I will be contacting your solicitors.
PLEASE AVOID. read more
