Disappointing experience and unclear pricing
I recently booked my VW Transporter in for a diagnostic check because the heating and air conditioning were not working correctly. The blower motors were functioning, but there was no change in temperature.
The company advertises a £99 diagnostic service on the basis that the charge will be deducted from the repair bill if you go ahead with the recommended work. This seemed fair and was one of the reasons I chose them.
After the inspection, I was advised that an initial repair would cost over £700, including 2.5 hours of labour. However, I was also told that this repair might not resolve the issue and that further work could be required, potentially costing significantly more.
When I requested a copy of the quotation, I noticed the £99 diagnostic charge was still included. I queried this and was told by the service centre manager that the charge could be removed, but an additional hour of labour would then be added to the repair cost. This left me feeling that the advertised diagnostic deduction was somewhat misleading, as it appeared the charge would simply be recovered elsewhere.
The manager's attitude when I raised this concern was disappointing and came across as dismissive rather than helpful.
On a positive note, the member of staff who dealt with me when booking the van in and when I collected it was professional, polite and courteous throughout. Unfortunately, I didn't get their name, but they provided excellent customer service.
Ultimately, I chose not to proceed with the repair due to the inconclusive diagnosis and concerns over the transparency of the pricing structure. I would encourage the business to make it much clearer how the diagnostic charge is applied when customers proceed with repairs.
Would not recommend based on my experience with the quoting process and pricing transparency.
Data dell'esperienza: 23 October, 2026
Data dell'esperienza: 23 October, 2026