Fix Auto UK - Fix Auto Leicester Avis 

I've been kept informed of the status of my repair every step of the way.

They did everything you could want from an auto repair service. They understood I needed the body work done to meet a deadline next week to retest for my MOT . Their estimation was quick thorough and clear. Although they were out of town, they organised a collection and delivery team to make the process easy. And they were reliable. A professional reception and office and everyone friendly. The car was presented cleaned and with shrink wrap protecting the wheel. A nice touch and attention to detail.

Fix auto paint matched my car perfectly, the process was smooth and efficient, would recommend!

Repairs to damage to car was carried out to a very high quality. Customer service was helpful throughout. Would definitely recommend

Really pleased with the quality of the repair work carried out and with the regular communication received on the progress of the work.

Great work and good communication. Thank you

Great place rang first thing the morning I was told picked my car up and got straight onto it easy to deal with great reception staff Paula and naomi when I pickep car up it had bin valeted great service

All good they did a good job

great service, polite staff, they booked my car in a timely manner and completed the work in a timely manner

Couldn't fault the service I received. Excellent job completed on time. Will definitely used Fix Auto again.

Frustrations
After the accident Fixing Auto Leicester called me to book a first assessment to give an estimate of costs and repair times, a technician and I did a walk around and he wrote everything down it took roughly 15 mins, he mentioned that the Customer Service advisor would call me once costs were approved to give me a repair date.

Fixing Auto Leicester called me to book the car in to be repairer, originally they booked it in for the 9th July but 2 days before the car was meant to be going in they said a part on order was delayed and they would have to post pone it to the 26th Aug (that’s when they would have a courtesy car available)… Originally giving me an estimated repair time of 2 weeks.

The car went in for repair on the 26th of August (which at that time I explained that the airbag light was on due to the accident), however the car was not fixed by the 5th of September, it was delayed by a week. I kept calling for updates during the week and they ensured me that would be ready now by the 12th of September. After 3 calls on the Friday 12th of September (1st 9am / 2nd 12:30 / 3rd 3pm) they told me the car did not pass the quality check due to an airbag warning light on (which I told them about when dropping the car off on the 26th of August), and now they would have to take the car to the Ford dealership. On the 18th of September I called them again only to be told that the car is booked in for the 26th of September to be looked at with Ford, and now the completion date is the 30th of September.
It took 5 weeks to be repaired, as the MD or Operations Director would you be proud of the service above?

How it can be improved
Processes and Systems drive behaviour; the current processes are not fit for purpose therefore failing to deliver what the customer wants.
My suggestion would be to review the current processes from the moment the car gets checked in (Checklists), Review of Scorecard KPIs, the communication process internally (Review meetings, etc) and externally with the customer. There might be a problem with the capacity of the site looking at the planning method, as well as working standards.

Because this was a brand new electric vehicle only very recently imported into the UK my vehicle took over 3 months to repair. However, excellent repairs were carried out and my vehicle was restored to it's as new status. Thank you.

Prompt communication

Very good service

FixAuto - Leicester was used to remove and re-install the battery of my Hyundai Inster 02 following a recent accident,as part of the overall reapairs to the rear of the vehicle.

Thank you again for fixing my Granddaughter’s car she is well pleased another superb job
Much appreciated to Laura and the team
John

Absolutely brilliant service. Staff very professional and helpful from the very start to the finish. Originally required 12 days to complete repairs but actually managed to complete in 4 days to help me out. Repair is fantastic and vehicle came back as good as new even complete with full wallet inside and out. Would recommend all day long outstanding service

Thank you to Fix Auto Leicester for repairing my car. The car has been fully repaired back to how it was before the accident. Also, thank you to Naomi for keeping me up-to-date whilst the car was kept at their garage. Naomi has always been lovely to communicate with and gave me reassurance about the progress of the repairs whenever I enquired which I very much appreciated. The whole process was very smooth and very little paperwork was involved.