Kwik-Fit Pledges Additional Training Funds Following Watchdog Attack

Kwik-Fit has promised to direct an additional million pounds into staff training and double its mystery shopper programme after the BBC One show ‘Watchdog’ aired both its own experience with the fast fit chain and those of several unsatisfied customers. The September 16 edition of Watchdog outlined cases in which Kwik-Fit quoted for repair work that wasn’t required and performed vehicle inspections that didn’t deliver all that was promised.

In addition to reporting the experiences of three customers who claim Kwik-Fit advised that additional, unnecessary work on their vehicles was essential, Watchdog prepared ten vehicles and sent them to be serviced at Kwik-Fit outlets in various parts of the UK. The condition in which the cars returned and the difference between the work done and what was written on the service sheet came as a surprise to show’s presenters. Anne Robinson commented that “we already knew about the company overcharging. What we weren’t prepared for was dishonesty and negligence.”

Following their Kwik-Fit servicing, Watchdog arranged to have forensic engineer John Dabek inspect the ten vehicles. One of them had, in Dabek’s words, been given “probably the worst service I’ve seen for a long time.” Many items ticked on the service sheet as having being carried out had clearly not been so, Dabek reported. Given examples include the alleged inspection of brakes on vehicles whose wheels had not been removed and pre-arranged minor defects that were not spotted. “Of the ten cars that went in for service not one of them came back with a satisfactory service having been carried out,” said Dabek.

Tyre checking was singled out as area of weakness. According to Watchdog, the service sheets for seven of the ten cars had the incorrect tyre pressure for at least one tyre written out; on four cars this pressure was low enough to potentially affect the vehicle’s handling. Other omissions include spare tyres that were not checked and punctures and cuts in the sidewall that were overlooked. “These are the basics of any service procedure, and it’s been missed. It potentially allows vehicles to go on the road in an unsafe condition,” Dabek commented. In addition to failing to carry out all the work marked off on the service sheet, Watchdog stated that in two out of the ten cases Kwik-Fit attempted to charge for extra work that was unnecessary, and on one vehicles a fee of £28 was charged for wheel alignment and tracking that wasn’t performed.

In response to Watchdog’s findings, Kwik-Fit said in a statement sent to the BBC that it takes the allegations seriously, and will be examining them in detail and interviewing its staff. Kwik-Fit did comment that it seriously disputes some of the findings but accepts that in some areas it hasn’t lived up to the standards it set itself, and apologises to any customer who feels let down. Furthermore, the company states it has a “zero tolerance policy” on recommending unnecessary work, and any proven cases will result in disciplinary action.