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Complaints Policy
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied.
To ensure we are able to put things rights as soon as we can, please read our complaints
procedure below and we will respond promptly to ensure complete satisfaction.
As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards.
In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 01702 544284 or write to us at 1st Stop Cars 68-72 West St Rochford Essex SS4 1AS
or email us at enquiries@1ststopcars.co.uk and we aim to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.
Where we are unable to resolve your complaint using our own complaints procedure, as part of the retail Motor Industry we use the National Conciliation Service.
In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact RMI National Conciliation Service 01788 538317
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Nearly had a collision this morning, needed to change all four discs and pads as they have worn. 1st Stop provided excellent quote, with same day repair with courtesy car. was texted within 3 hours of dropping the car that it was done. Done 65 miles on motorway all sweet. will definitely use again.
5 star service.
Trust my Garage review 100% rating
Mot and Service on my car. Your text MOT reminder has proved invaluable this year in making sure I was booked prior to it running out. In addition you offered clear advice as to what was needed to be done on my car and what was advisable but not essential, this helps to plan ahead as to work required on my car throughout the year.
Caroline Andrews - Leigh on Sea August 2016Have been using 1st Stop for years and they only charge for work that is required and advise before undertaking any work. Will definitely use again.
Overall rating 100%
Kevin and team offer a first class service are always helpful and welcoming. They explain your problems in easy to understand layman's terms are extremely professional in there manner and handling. They have dealt with all my families motoring needs over the last 16 years and as self employed tradesman have moved heaven and earth to get my car back on the road as quickly as possible. I will continue to use 1st Stop Cars and would recommend very highly. 5 star service.
John Pizzey - Rochford July 2016Excellent service, carried out on time, quality of work first rate. Would recommend to family and friends.
Overall rating 100%
These guys were a great help to a damsel in distress they had me on my way again in minutes and the car was fixed while at work ready and waiting for when I finished the next day and at a good price, cant ask for better service and nice guys.
Overall rating 100%
I wanted to thank you for the help that you have provided over the past three years in managing my family's car maintenance requirements.
Your service has been excellent to date and has provided both my Wife and I with the confidence to transfer all of our ongoing car maintenance requirements to you from now on.
You offer an honest and straightforward service and that is what you deliver every time.
The cars are always serviced and ready on time with a courtesy car provided if required. Care is clearly taken to keep the car clean inside and out and you take the time to explain the procedure involved, outline the costs and finally to review the bill and ensure all is understood. The staff are always cheerful and committed.
I appreciate the assistance that has been given and would not hesitate to recommend you to my friends and colleagues without hesitation.
Thanks for all you have done to date.
Terry Jobson - Utility Management Rayleigh June 2016Kevin and everyone at 1st Stop, thank you so much for making my first visit to a garage so pleasant and easy. your customer service has been spot on from the very first phone call and it is so refreshing!
I will be recommending you to anyone and everyone.
Kevin has been our mechanic for many years and has always given us a good honest deal when it comes to emergencies and repairs, plus all the servicing on my last 4 vehicles . We trust him implicitly.
I recently filled up my van with petrol instead of diesel, I phoned Kevin immediately. He sent out a tow truck and a loan car to the petrol station where I was stranded. He got their in time so I was able to make my next appointment without being late! The van was taken away, the petrol drained, the injectors cleaned and was ready by the following afternoon.
I have known him now for over 15 years and wouldn't hesitate to recommend him or his team.
I would just like to thank you for your fantastic service. I left my MOT until last minute and if you hadn't have rung me, I probably wouldn't have realised it was due.
The service throughout the day was great, you kept me updated about how it was going and the cost was so good. I will always recommend you, and continue to use you. by far the best garage I have come across so professional, friendly and reliable.
Having had the rear of my exhaust spilt whilst driving, I was fortunate enough to be in the vicinity of a local garage who removed the back of my exhaust which by this point was now trailing on the ground! They advised me that the car could be driven to my preferred garage for repair so I contacted 1st Stop. As always they were always extremely helpful, he had the replacement part ordered and the following day gave me a courtesy car to use whilst they fitted the new part.
Having used 1st Stops services previously, I was in no doubt that my car would be sorted efficiently and I was not disappointed. If you are looking for honest and reliable service then I would not hesitate to recommend Kevin to you.
Further to a recent service of my vehicle, I thought I'd write to express my thanks to1st Stop Cars and especially you for your professional touch to the business.
My previous experience with garages is somewhat disjointed, expecting 'less than the best' assuming the additional 'something else' to be added to the long list of things that need to be done; not true with 1st stop.
Not only was the job done swiftly, I also had the advantage of a complimentary car whilst the 'old Merc' was being tenderly being looked after. I have no hesitation in recommending 1st Stop to my friends and family, knowing that they'll be looked after too.
I recently had a loud noise coming from the back of my Mini. I immediately telephoned and you advise me to bring the car to your workshop to find the fault.
Within just a few minutes one of your mechanics had identified that the exhaust had separated from the rear section. The mechanic was able to show me this damage.
1st Stop Cars produced a quotation for the work immediately which I found to be reasonable. this all begun at 4pm and by 9am the next day the car was fixed and ready for collection.
This was an outstanding level of customer service, which was undertaken quickly and without fuss. I would have no hesitation in recommending 1st Stop cars to family, friends or valued clients
I would like to thank you personally for the excellent service provided whilst work was undertaken on my Mercedes.
when the vehicle was inspected as part of the end of lease inspection it was advised that the vehicle was handed back in perfect order, this highlights the high standard of work provided by Kevin and his team.
In al times dealing with you and you company I have been handled courteously and professionally. you have kept me informed of the repairs, the costs involved and the time it will take.
I would have no hesitation in recommending your services to both clients of ours as well as friends and family.
I wanted to write to thank you for the outstanding service I've received over the last few months. I had a reliable and trustworthy mechanic when I lived in Kent, and I was concerned when I moved to Essex, I'd have to return to Kent to get the service I'm used to...not so!
After meeting you and hearing all the great bespoke services you provide your customers, I had every faith that I would have a service I could rely on. your wok ethic of service and communication has been exemplary. I use my car for my job, and without it I can't work. You've accommodated around my schedule and budget, and kept me informed by phone, email and text.
You fitted me in for an MOT at a time that suited me, and even topped my car with oil after I'd complained about it making a strange noise.
I had also been trying to get to your garage to have my windscreen wipers replaced, and you kindly offered to replace them before our morning meeting. You don't get this kind of service with other garages and I truly appreciate you going above and beyond the call of duty to help me. Good timing too, as the weather has been appalling today and the wipers are amazing!
Thank you so much for your kind assistance, my car and any subsequent cars I own are yours now forever to care for.
I have no hesitation in recommending you now or in the future to any friends family and colleagues. Thanks again for a fantastic service.
Once again thank you for your prompt service on one of our vans. The van was having trouble with the gear box. It was taken to your workshop, repairs were carried out efficiently and at a reasonable cost, which allowed us to pick our van up later that day causing us minimal inconvenience. Again brilliant service and courtesy from your staff. Thank you! I would not hesitate to use your services again or recommend your company to other clients in the future.
Alan Hawes Gainsborough Electrical - SouthendI just wanted to write and thank you firstly for the work you carried out when MOT'ing my car and secondly when you rescued my brother in law!
when I brought my car into your garage I felt really comfortable in the surroundings and perfectly at ease. The service I received was fantastic and extremely speedy.
With regard to my brother-in-law, he was absolutely over the moon as being able to come straight to you, be given an extremely nice courtesy car, great advice and extremely good value for money repairs.
We are both singing your praises very highly to anyone prepared to listen. Thank you so much we will both be regulars in the future
We wanted to thank you for your FANTASTIC service today.
You collected our car, provided us with a courtesy vehicle and then kept us fully up to date with the progress you were making with our service and MOT. We cant tell you how surprised we were to receive a call so early in the afternoon telling us that is was ready to collect.
When we did come to collect our car it was sitting safely in your car park having been washed so it looked new.
No surprises, no unnecessary parts, no unpalatable bill when it came to pay. You're right you are the 'The Garage you can recommend to a friend' and that's precisely what we will be doing.
How refreshing to use a business that really does deliver top quality service.
Well done to you and your great team.
