Ledbury Exhaust & MOT Centre, Ledbury

Terrible garage!! I was approached with extreme rudeness by Kerry, the partner of the owner, almost immediately when I called to request a quote and possibly to have my vehicle collected while waiting for parts to be ordered. Kerry put the phone down when I asked for a price for parts and labour, while repeatedly telling me that I was not the owner of my vehicle and that she is the owner of her business. It seemed that she thought that being in a village/small town, they could charge extortionate prices, plus it taking 4+ days to just diagnose alone. I called politely to ask to speak with the mechanic on the first call, as she was not qualified to answer my questions given she was just a call handler. It became apparent that this garage was not charging appropriately and accurately for labour cost/estimates for repairs. Later in my second call, Stuart did not know which part was actually broken, given that he said he had previously mentioned he'd carried out a proper diagnosis to my father. Which indicates to my professional feedback from professional mechanics that an actual diagnostic machine would have given a specific code for which exact sensor would be faulty. The lady Kerry displayed extreme rudeness, abruptness, obnoxiousness, and unprofessional behaviour. Within 1 minute and 11 seconds of the first phone call, she slammed the phone down without allowing me to talk at times. The price that my father was told earlier that day, was around £1000 + or more, and she didn't know the guided estimated time it would take to repair and fit this part. Which led us to make a call on behalf of my father to ask relevant questions. One of the parts mentioned is only £120 including VAT. Three professionals have advised me that it will take 1 to 2 hours, with a maximum of 3 hours of labour. Later, I called back to arrange for the vehicle to be picked up and to get a precise/detailed quote for the repair + parts again. Kerry refused to let me arrange anything after she slammed the phone down without allowing me to ask any relevant questions. I eventually stood my ground later on in another call and asked to speak with the mechanic/repair technician who diagnosed. Consumers have rights under the codes of practice in the automotive industry. Motor Ombudsman Automotive asserts that it is not uncommon for customers to request details or breakdowns of costs information. My father was too busy at work and had a limited understanding of his call with this garage, so he asked a relative to do it for him. Our relative, who is a professional mechanic, who runs his own extremely busy, very successful businesses/garages. As someone who has worked in the mechanical and body repairs industry for more than 30+ years, was the ideal candidate. Kerry became abrupt and refused to answer, expressing her sheer disappointment in my elderly father's request for understanding and loyalty. She then abused and shouted at him, becoming extremely abrupt and angry because my father had asked another mechanic to contact them. Later on, I spoke with my father, he requested that I contact the garage since he was at work to find out when they could fit it in for repair and the actual costs. As he had not heard anything back from them. The 1st call quickly went downhill, when Kerry answered. As soon as I gave her the details of my car, she became abrupt and indicated that she would not be touching the car. At this point, I was thinking, I'm so glad she wasn't, as she is not a qualified mechanic, she repeatedly mentioned that it was wrong for my family member to ask about any such diagnosis they had made. At this point, I had no knowledge of this call. Kerry mentioned that my family member was asking questions and demanding things that he never said to her. Her perception was completely deluded and a twisted version of the actual truth. I'm so glad all my calls are recorded, I have proof of this if anyone wants to hear them. When I addressed this issue in the second call with the lady Kerry after calling back later, she abruptly became abusive, extremely defensive for no reason. I was horrified. She started shouting down the phone telling me she was the owner, which seemed to me like she was on a power trip of authority. I felt bullied, victimized, and extremely hurt by her rudeness and extreme anger. My request was to speak with Stuart (the mechanic) who conducted the diagnostic, in order to obtain the straightforward breakdown repair response that my father had initially requested. As a result of her escalation, I promptly informed Kerry of my consumer rights to record and log all calls as part of my consumer rights service/experience. Luckily, I'm an extremely strong successful business woman. I would never dream of speaking to anyone with such disgust and rudeness, let alone a customer. Despite my right to speak to the other person/the mechanic, she only allowed me to do so on the second call after I requested it multiple times. The process of arranging to pick up my car was extremely unprofessional. It was left to them to send me a detailed quote the next day, I never got it. Their actions show how this garage likes to rip off their customers because they think they can get away with it. In my opinion, people only act estranged/crankish or abusive like this when they know they have been caught doing something wrong. I am perplexed as to how village/small town garages can operate treating and speaking to their customers, particularly elderly people, in this way. I know one thing: I will never trust this garage ever again, after my awful experience on the telephone, twice! When I spoke to Stuart, he stated finally, that he would send me an email regarding the repair costs after 10 mins at my request. This seemed not to be the case as Kerry dropped the car off at my mother's address on Thursday, the 19th, later on that evening, while shouting and abusing my elderly mother, who knew nothing about what had happened earlier that day and recently come out of hospital. She demanded their courtesy car back, which Stuart had discussed with my father, to be arranged to drop it off on Friday the 20th so that it would not disrupt his working schedule while awaiting the quote and repair as per the discussion held. He went out of his way and dropped it off that evening for them. My guess at this point is that they couldn't act professionally and tried to avoid seeing any of us, as other customers would see and hear how unhappy our services from the pair of them, had been so far. On the 20th, I called and stated that I was extremely upset and appalled by yesterday's ordeal. Stuart said he had been there 40 years and it stemmed from another mechanic calling and checking quotations. I was waiting for Stuart's quote at this point, but after doing some research, I discovered that they are not accredited with AA and Rac. Falsely represented on Book my Garage where it states that - Ledbury Exhaust & Mot Test Centre has opted out of providing its services prices compared! This suggests that their pricing structure is not accurate. Stuart was not very emphatic and quickly rushed me off the phone. He suggested that I take it to VW because he wasn't sure which sensor it was. I inquired about this and was given poor excuses. Stuart and his wife never apologized and continued to rephrase that yesterday's treatment was warranted by them. Even though I kindly explained that it was a missed communication and her actions severely effected me, I was extremely upset. Although they have only been associated with clubs in the area and never been friends, he still sought my father's loyalty. I never received any empathy, care, or thoughts; only excuses. This review was a result of this. Regardless of their thoughts and opinions suggesting we should, I don't have any loyalty to this garage. Their customer care and services require a thorough review. Their structure is dreadful and unsatisfactory It is my suggestion that this lady and the company take a course or degree in customer relations. And for her to step away from the business as it seems the authority of sitting behind a desk and answering the phone has gone to her big obnoxious head. . I finally got a distorted picture of a quote, which Stuart cannot see. He spoke with a level of courtesy, unlike Kerry on the 3rd phone call, who stated words to effect, that I was a hindrance when passing the phone over to him. I wasn't going to post this, but after her comment, after a 3rd time where she seemed to not be able to leave it alone. I I had to do so. When speaking to people with the highest level of professionalism and a duty of care towards customers, it's important to give quotes correctly. Overall, the services were disgusting, unappealing, and unpleasant. I would never trust this garage after this appalling treatment, especially by Kerry.

Terrible garage!! I was approached with extreme rudeness by Kerry, the partner of the owner, almost immediately when I called to request a quote and possibly to have my vehicle collected while waiting for parts to be ordered. Kerry put the phone down when I asked for a price for parts and labour, while repeatedly telling me that I was not the owner of my vehicle and that she is the owner of her business. It seemed that she thought that being in a village/small town, they could charge extortionate prices, plus it taking 4+ days to just diagnose alone. I called politely to ask to speak with the mechanic on the first call, as she was not qualified to answer my questions given she was just a call handler. It became apparent that this garage was not charging appropriately and accurately for labour cost/estimates for repairs. Later in my second call, Stuart did not know which part was actually broken, given that he said he had previously mentioned he'd carried out a proper diagnosis to my father. Which indicates to my professional feedback from professional mechanics that an actual diagnostic machine would have given a specific code for which exact sensor would be faulty. The lady Kerry displayed extreme rudeness, abruptness, obnoxiousness, and unprofessional behaviour. Within 1 minute and 11 seconds of the first phone call, she slammed the phone down without allowing me to talk at times. The price that my father was told earlier that day, was around £1000 + or more, and she didn't know the guided estimated time it would take to repair and fit this part. Which led us to make a call on behalf of my father to ask relevant questions. One of the parts mentioned is only £120 including VAT. Three professionals have advised me that it will take 1 to 2 hours, with a maximum of 3 hours of labour. Later, I called back to arrange for the vehicle to be picked up and to get a precise/detailed quote for the repair + parts again. Kerry refused to let me arrange anything after she slammed the phone down without allowing me to ask any relevant questions. I eventually stood my ground later on in another call and asked to speak with the mechanic/repair technician who diagnosed. Consumers have rights under the codes of practice in the automotive industry. Motor Ombudsman Automotive asserts that it is not uncommon for customers to request details or breakdowns of costs information. My father was too busy at work and had a limited understanding of his call with this garage, so he asked a relative to do it for him. Our relative, who is a professional mechanic, who runs his own extremely busy, very successful businesses/garages. As someone who has worked in the mechanical and body repairs industry for more than 30+ years, was the ideal candidate. Kerry became abrupt and refused to answer, expressing her sheer disappointment in my elderly father's request for understanding and loyalty. She then abused and shouted at him, becoming extremely abrupt and angry because my father had asked another mechanic to contact them. Later on, I spoke with my father, he requested that I contact the garage since he was at work to find out when they could fit it in for repair and the actual costs. As he had not heard anything back from them. The 1st call quickly went downhill, when Kerry answered. As soon as I gave her the details of my car, she became abrupt and indicated that she would not be touching the car. At this point, I was thinking, I'm so glad she wasn't, as she is not a qualified mechanic, she repeatedly mentioned that it was wrong for my family member to ask about any such diagnosis they had made. At this point, I had no knowledge of this call. Kerry mentioned that my family member was asking questions and demanding things that he never said to her. Her perception was completely deluded and a twisted version of the actual truth. I'm so glad all my calls are recorded, I have proof of this if anyone wants to hear them. When I addressed this issue in the second call with the lady Kerry after calling back later, she abruptly became abusive, extremely defensive for no reason. I was horrified. She started shouting down the phone telling me she was the owner, which seemed to me like she was on a power trip of authority. I felt bullied, victimized, and extremely hurt by her rudeness and extreme anger. My request was to speak with Stuart (the mechanic) who conducted the diagnostic, in order to obtain the straightforward breakdown repair response that my father had initially requested. As a result of her escalation, I promptly informed Kerry of my consumer rights to record and log all calls as part of my consumer rights service/experience. Luckily, I'm an extremely strong successful business woman. I would never dream of speaking to anyone with such disgust and rudeness, let alone a customer. Despite my right to speak to the other person/the mechanic, she only allowed me to do so on the second call after I requested it multiple times. The process of arranging to pick up my car was extremely unprofessional. It was left to them to send me a detailed quote the next day, I never got it. Their actions show how this garage likes to rip off their customers because they think they can get away with it. In my opinion, people only act estranged/crankish or abusive like this when they know they have been caught doing something wrong. I am perplexed as to how village/small town garages can operate treating and speaking to their customers, particularly elderly people, in this way. I know one thing: I will never trust this garage ever again, after my awful experience on the telephone, twice! When I spoke to Stuart, he stated finally, that he would send me an email regarding the repair costs after 10 mins at my request. This seemed not to be the case as Kerry dropped the car off at my mother's address on Thursday, the 19th, later on that evening, while shouting and abusing my elderly mother, who knew nothing about what had happened earlier that day and recently come out of hospital. She demanded their courtesy car back, which Stuart had discussed with my father, to be arranged to drop it off on Friday the 20th so that it would not disrupt his working schedule while awaiting the quote and repair as per the discussion held. He went out of his way and dropped it off that evening for them. My guess at this point is that they couldn't act professionally and tried to avoid seeing any of us, as other customers would see and hear how unhappy our services from the pair of them, had been so far. On the 20th, I called and stated that I was extremely upset and appalled by yesterday's ordeal. Stuart said he had been there 40 years and it stemmed from another mechanic calling and checking quotations. I was waiting for Stuart's quote at this point, but after doing some research, I discovered that they are not accredited with AA and Rac. Falsely represented on Book my Garage where it states that - Ledbury Exhaust & Mot Test Centre has opted out of providing its services prices compared! This suggests that their pricing structure is not accurate. Stuart was not very emphatic and quickly rushed me off the phone. He suggested that I take it to VW because he wasn't sure which sensor it was. I inquired about this and was given poor excuses. Stuart and his wife never apologized and continued to rephrase that yesterday's treatment was warranted by them. Even though I kindly explained that it was a missed communication and her actions severely effected me, I was extremely upset. Although they have only been associated with clubs in the area and never been friends, he still sought my father's loyalty. I never received any empathy, care, or thoughts; only excuses. This review was a result of this. Regardless of their thoughts and opinions suggesting we should, I don't have any loyalty to this garage. Their customer care and services require a thorough review. Their structure is dreadful and unsatisfactory It is my suggestion that this lady and the company take a course or degree in customer relations. And for her to step away from the business as it seems the authority of sitting behind a desk and answering the phone has gone to her big obnoxious head. . I finally got a distorted picture of a quote, which Stuart cannot see. He spoke with a level of courtesy, unlike Kerry on the 3rd phone call, who stated words to effect, that I was a hindrance when passing the phone over to him. I wasn't going to post this, but after her comment, after a 3rd time where she seemed to not be able to leave it alone. I I had to do so. When speaking to people with the highest level of professionalism and a duty of care towards customers, it's important to give quotes correctly. Overall, the services were disgusting, unappealing, and unpleasant. I would never trust this garage after this appalling treatment, especially by Kerry.

Not sure about the negative reviews, as that was definitely not what I experienced. Booked my Audi A4 in on the Thursday for a diagnostic inspection as the parking aid sensors were faulty, dropped it off at 8.30am on the Friday morning and also asked for a quote for a rear brake pad and disc replacement. At 2.45pm I collected the car having had both jobs inspected, quoted for, parts delivered and the jobs completed - way exceeded my expectations! I would definitely recommend and will be using again in the future

Didnt want to fix my vehicle because it would take too long! They just want quick jobs

Moved to the local area recently stumbled across this garage, I was not disappointed fast reliable service even gave me a courtesy car to borrow while my car was being repaired Will be returning

The very best garage around

Ive used this Garage quite a few times over the last 2 years. Each time they have been brilliant. In fact I cannot fault them for expertise, customer service and cost. Highly recommended.

Have used this garage for three years now and find them very helpful and fair. Used for MoT work,tyres and repair work and been pleased with advice offered and work done. Will be happy to recommend them to anyone.

This garage has maintained both my car and my wife's car for the past 7 years plus, a total of 175,000 miles. When anything goes wrong we are always given a courtesy car, and they have always resolved the issue ASAP. I can totally trust them to do what is ever required and Know I will not be ripped off. I would certainly recommend them to a friend. If we had to move away and where unable to use them, it would be a great loss. Given the number of miles we both drive per year, and the need to always have 2 cars available, they are a great asset.