ATS versus ****-***

[Balmoral Green]

In the interests of naming & shaming, ATS name not disguised, but ****-*** is

For the last seven years, my leased company car has been looked after by ATS for tyre requirements, as this is who the lease company used.

Typical ATS experience:

Me: "I need a couple of tyres".
ATS: "No problem". [fits tyres, job done]

Or, at the very worst...

Me: "I need a couple of tyres".
ATS: "No problem, but they're not in stock, will fit them tomorrow". [next day, fits tyres, job done]

Lease company changes tyre supplier, and now I experience ****-***.

This was last Monday.

Me: "I need a couple of tyres".

• **-***: "We're too busy, come back later".

I come back later, same day, Monday.

Me: "I need a couple of tyres".

• **-***: "We're too busy, come back later".

Tuesday.

Me: "I need a couple of tyres".

• **-***: "We're too busy, come back later".

Wednesday.

Me: "I need a couple of tyres".

• **-***: "We're too busy, come back later".

Thursday.

Me: "I need a couple of tyres".

• **-***: "We're too busy, come back later".

I come back later, same day, Thursday.

Me: "I need a couple of tyres".

• **-***: "We're too busy, come back later".

I get a bit stroppy, guy looks at existing tyres, confirms that I need a couple of new tyres, say's he'll get them on order. Says will ring me when they're in, probably Friday, Saturday or Monday.

Friday, nowt, fair enough.
Saturday, nowt, fair enough.
Monday, nowt, so I drop by, get told they're not in.
Tuesday (today), nowt, so I telephone, get told they were in on Friday and I should have been rung.

I arrange to come in and get them fitted.

Me: "I've come for my tyres".

• **-***: "We're too busy, come back later".

Another guy then takes control, and they did actually fit them today, but I can't say I'm impressed with the service experience..

ATS, job done same day or next day.

• **-*** nearly a full working week just to get seen to, and then I had no confidence that I would have my tyres on the car by the end of another full working week either. I have had to push and chase and drive them all the way. They refused to supply & fit the same make of tyre too, so I had to have another brand, which would have narked me, but the cars going back soon.

Sign on the wall reads 'Top business user tyre supplier 14 years running'

My arse!

Edited to add, not my formatting with the bullet points and ** missing.

Edited by Balmoral Green on Tuesday 24th August 15:12

[homerjay]

could they not do it any kwicker?

[IainT]

homerjay said:

could they not do it any kwicker?

You'd think that, in the current business climate they'd be fitter.

[Balmoral Green]

They were as long winded as my post. But I feel better for the rant.

[james_tigerwoods]

I've had experience with a company that fits the ****-***s above which may or may not be the same company (but, let's be honest, it is).

I called for tyres, they had them in, I turned up, they confirmed that they needed replacing, the lease company were happy, they replaced them and then I drove away.

No pissing about at all.

I guess it depends on the local branhc, but they were good for me.

In fact, any dealings I've ever had with them have been positive....

[Arese]

Usual story. Kwik-Fit probably provide the service to your lease company cheaper than ATS did. Your lease company are not arsed, because as long as nobody complains they are getting the same service as before but for less cost to them, so they make more money.

Complain to them?

[Alfa numeric]

james_tigerwoods said:

In fact, any dealings I've ever had with them have been positive....

Really? You're the first person I've ever heard say that. Back when I was a student I took my Maestro back seven times to have the tracking checked, as every time they adjusted it the car would pull hard to the right. In the end I took the head of the branch out in it as they didn't think it was pulling. He blamed the camber of the road, until I pointed out that this would surely make the car pull to the left...

Later I took a Rover 214 in to their Wellingborough branch for some new front tyres, and commented on how low they looked when I picked it up. I was assured they were ok so drove off, only to scare myself stupid when the wheels locked up under sharp braking (someone pulled out of a side road in front of me). At the next petrol station I discovered that the front tyres had half the pressure recommended in the handbook.

I also had the tyres slashed on one side of my car on a Saturday night, and unfortunately for me they were all that were open on the Sunday. Despite saying repeatedly I wanted OE tyres fitted they tried so sell me a budget brand, and then charged me almost twice what Tyres Northampton would later charge me for their replacements.

Never, ever again.

[South tdf]

Phone their mobile arm (different company I believe but seem to be able to get authorisation from most lease companies). They normally come out next day and do it on site.

[wrighty78]

Alfa numeric said:

james_tigerwoods said:

In fact, any dealings I've ever had with them have been positive....

Really? You're the first person I've ever heard say that.

Well in that case, maybe I can be the second.

As JTW said, it might all be down to how good your local branch is, but I've had tyres and exhaust parts replaced on a few cars over the years by my local Kwik Fit (Wandsworth branch) and they've never given me any cause for complaint.

[scottishninja2]

My company also changed from ATS to Kwik-Fit, and everytime i take my company vehicle for tyres its an identical experience to what you have gone through.

Never changes, theyre a disgraceful company to have to deal with.

[volumeone]

I really like Wilco Motosave. They always happy to help immediately.

[james_tigerwoods]

wrighty78 said:

Alfa numeric said:

james_tigerwoods said:

In fact, any dealings I've ever had with them have been positive....

Really? You're the first person I've ever heard say that.

Well in that case, maybe I can be the second.

As JTW said, it might all be down to how good your local branch is, but I've had tyres and exhaust parts replaced on a few cars over the years by my local Kwik Fit (Wandsworth branch) and they've never given me any cause for complaint.

I've been in, twice, from memory and they've sorted out minor problems without charging me - once were brakes fitted by a dealer which were sticking and they resolved that for me and just said to think of them the next time I have a problem/need brakes/etc. I went back a few further time with business - only stopped using them as I moved.

Another time - the exhaust fell to bits (the down pipe, I think) on my Uno - they couldn't fix it so spent an hour making it good so I could take it back to the dealer and never charged me for parts or labour. I used that one a few more times again despite the fact that they were more expensive than other quotes.

[Stitch]

Arese said:

Usual story. Kwik-Fit probably provide the service to your lease company cheaper than ATS did. Your lease company are not arsed, because as long as nobody complains they are getting the same service as before but for less cost to them, so they make more money.

Complain to them?

This is the answer - complain to your fleet manager and complain to the lease company. They may well have won the contract from ATS on price but it is unlikely that they told the lease co that to get the price down they would be offering poor service. The only way to get anything changed is if the lease company think that they will lose significant business as a result of the supplier they are using.

I am currently having a similar problem with A Windscreen company. They initially were having "systems issues" that meant they could not book my car in for a fitting. It was SIX days later that they called to arrange an appointment. They then cancelled the job four times and having originally called them in early July, the windscreen may get fitted this Friday (unless I get the now customary Thursday evening call to cancel). I can't go anywhere else as if I do I will have a higher excess etc but once the screen is finally in, I shall be speaking to the insurance co to tell them what a bunch of plonkers they are dealing with.

[Monkeylegend]

I have never once had a problem with kwik fit.

[cheadle hulme]

Complain to your leasing company (Lex Autolease?) They can escalate the issue and will be glad to do so.