Clarence Road Service Station in Sutton Coldfield

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comments 5

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  Jez H

  :: 03 May 2018 10:37:18

  Great Service, took my in laws car in for an MOT. The service was very good and i would recommend them.

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  Susan Handley

  :: 21 April 2018 13:14:30

  Always wonderful service. !! Very helpful and explain everything to you. Would recommend them big time. I have been a customer for 14 years. Only garage I would trust.

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  Chris Adams

  :: 28 November 2017 09:19:16

  Dealt with these people for 15 years always good to deal with . Excellent work at a very fair price. Always found Julian on front of house to be unfailingly polite . Under what must sometimes be very trying circumstances.

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  Adam Evans

  :: 16 August 2017 09:53:30

  Terrible customer service, poor communication, abrupt and rude. We have used this garage a number of times, and although cheap and honest, they are slow, do not keep to their promises and the front of house customer service is awful. When you can speak and deal with the owner Ian, you have no issues. But his receptionist/assistant Julian is one of the rudest, most incompetent individuals I have ever had the misfortune to deal with. It would be better for their reputation if they simply left an answering machine to take calls. He is not much more help, and usually only takes a message anyway. I have called several times in the past two weeks (as they do not call you with information unless you chase them to). I politely enquired as to the status of my van and each time the receptionist had no information, is immediately defensive and abrupt, trying to rush you off the phone, saying he knows nothing about it, had nothing to do with it, Ian will call you back (at an undefined time). There are no apologies for the missed deadlines, false promises, lack of info and delays. The most recent example. My van had to be recovered and was parked outside of the garage on the road. They towed it in to diagnose it, which they did by Thursday (after telling me they'd know by Tuesday). The van has a number of large items in, (which could only be transported in a similar vehicle). The owner of these items wanted to pick them up on Saturday evening and was traveling down from Preston (a couple of hours away). I went in on Friday, expecting (since the garage had finished with my van) that they would have put it back on he road as I requested when I last spoke to them. They had not generated an invoice for me, the van was still parked in their courtyard (locked behind gates after a certain time) and no one was available to tow it out. I explained the situation and the receptionist and 2 of the mechanics agreed that they would tow it out Saturday morning and post the keys through my letterbox around the corner (since I was working on Saturday and needed the keys for the stuff to be picked up that evening). I offered to pay the bill in advance of this, but they had no bill so could do it. They said that this was fine and I could have the keys regardless and pay later. Problem solved I thought. WRONG. They keys were not delivered and the garage was closed when I returned from work. The guy picking up the items from my van had a wasted journey and had to turn around and go back empty handed. I was polite but firm when I called back after the weekend, determined to at least have an apology and/or explanation. Julian refused to listen to my complaint, trying to rush me off the phone, when I pointed out that I thought he was being rude, he hung up on me. I know I am not the only customer to experience this. I have queued in the office before and witnessed him speaking to other customers on the phone. I was disgusted at his tone and abrupt manner. If a member of staff spoke to my customers in this manner, they wouldn't be working for me any longer. The only reason we came back in the past was that the mechanics and Ian, are polite, friendly and easy to deal with. But sadly you usually have to go through the receptionist to get to them, which lets them down massively. There is no excuse for their poor management, refusal to apologise, false promises, and rude customer service. I will be taking our business elsewhere and warning everyone locally to avoid them. A real shame ..as I think with a change in staff and small improvement in communication, this could be a very good business.

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  Lynne Horton

  :: 27 March 2017 14:30:10

  My family and I have been using Ian and gang for looking after our cars for 20+ years. Wonderful service and always advise us when costs are going to be high re parts so if we'd rather we can get them on internet saving extra costs from them. Wouldn't go anywhere else as we trust them implicitly. Thanks lads you're great.