Jade E

No communication, no work done

I had an awful experience again with this garage. This is the second and last time we’ll use them. After wasting too much energy, I’ll simply leave the email I sent to head office here. They never responded to my call or emails much like the garage when I was trying to track down my car. “ Hi there. I am just following up on the below to let you know what an absolutely awful experience we had with Imperial in Chertsey. I would actively discourage any acquaintances from using this branch. We have had similar poor experiences with this branch, however this occasion warrants an official complaint which I hope you will address. We were lied to again and again by the mechanic and the Manager emailed in the thread below. About work that needed to be done, work that had been completed (it hadn’t), whether a service and MOT had been completed or not (it hadn’t) and about contact that hadn’t been made with us (we couldn’t get hold of anyone for over 48 hours and should have had our car back). I have no faith that the service was completed. Just a couple weeks after the service, my car flagged that I had no engine coolant. I note that this should have been checked and topped up as part of the booked service. I am confident the car was not at all serviced or a sufficient MOT. I have taken the car to a local garage today and they have confirmed this has not been serviced. Your head office team also couldn’t get hold of the garage. I called tens of times. When I finally did get through, they couldn’t find the keys or the car! Both times the car went in (as it wasn’t serviced the first time after all that!), the promised courtesy car wasn’t delivered. When my partner picked up the car, there were several other customers enraged by the service, lack of communication and ever changing prices/recommendations on work. I am now with a car that still has the EML light on. I have an MOT and Service stamp which isn’t worth the paper it’s on. I will not be returning to Chertsey Imperial again. I feel very passionately about this. I will wait to hear from you before we leave you with our thoughts on official review platforms. If you wish to discuss this shambolic experience, I am happy to share my feedback with you in an honest and objective way. As a local, I sincerely hope you can take measures to improve this to avoid other customers having to go through a similar experience. Regards, Jade Evans”