Review Time
My car was repaired at FMG Dudley after it was sent there by my insurance company. Whilst I am now satisfied with the repairs completed on my vehicle, I am not wholly satisfied with my experience at FMG Dudley. Firstly, I was surprised that I was not provided with a courtesy car upon collection of my vehicle. Thankfully I had access to my partners car and I eventually was given a courtesy car. The man who dropped this off to me was also surprised and said that a courtesy car should be supplied if the vehicle is recovered from your driveway, which mine was. After 4 weeks I was informed that my vehicle was ready to be collected. My partner and I went to collect my vehicle however, we immediately noticed that there was a gap between the bonnet and the wing which was big enough to fit my hand inbetween. The lady on reception went to get a technician and he immediately said “I agree with them, it shouldn’t be like that”. He pulled my vehicle back into the garage and tried his best to realign the panel but was unable to do so. I understand mistakes happen but this fault was clearly evident.As a result, we had to wait until the following week to go back to collect my vehicle. The morning after collecting my vehicle I noticed the headlight washer jet cover had fallen off. I called the office and explained the situation and as the parts are under ‘life long guarantee’ I presumed it would be easily sorted but this was not the case. I was told “it was on when you collected the car”, “your partner walked round the vehicle twice”, “we test drove it ourselves”, and “we don’t really do stuff like that”. I was incredibly disappointed that I was met with such resistance particular because I had collected my vehicle the day prior and the panel had fallen off on the side which was repaired by FMG. It was clear that it wasn’t fitted properly which is why it had fallen off and it was bizarre that it was suggested that because my partner had walked around my vehicle that he somehow should have known that it was loose. Eventually I was told that FMG Dudley would fit me a new headlight washer cover as a “Christmas gift” and a “goodwill gesture”. I had to wait a further 2 weeks for this replacement part and had to drive another 30minutes each way to get this fitted. As this was my third time going back and forth from FMG repairs I was fed up and didn’t receive an apology or recognition, instead was made to feel as though they had done me a favour.The ladies at reception were lovely, it’s a shame that management put up so much resistance to a fault which was there’s. Safe to say I’m not filled with much confidence should there be an issue in the future with any of the parts, despite a ‘life long guarantee’.
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FMG is the UK’s leading independent outsourcer of fleet incident management and specialist recovery services to the fleet, leasing and insurance marketplace.
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