Protyre review: Protyre orbital park ashford

I booked in my van on the 2/9/23 to have a full service and MOT, there was a mix up on their end with the MOT test time which was earlier than I was told so had to be rebooked for the following Saturday (9th September) they discounted the service price and MOT price and apologised which I was happy with and came the following Saturday. The brakes I asked to be bled on that day and wasn’t done.

When I came for the 10:45am appointment the following Saturday they took the van in and said to come back at 1pm, they rung at 11:30 to say they couldn’t MOT the van as they didn’t have the licence for a van of that size (they had the van the entire Saturday previously so could have checked that in this time and I asked them when booking in on the phone and they said yes they could do the van) so I wasn’t happy and said I atleast needed the brakes bled as they were meant to be the last time and wasn’t done. They said that’s fine come back in an hour which I did, I asked for the van key and asked if they brakes were done to which the man said they are being done now (I walked past the van in the parking lot when coming in the front door so assumed it was finished) he said it would be half an hour so I wanted my van key back to go elsewhere as I already waited 2.5 hours and they hadn’t touched the van at all. He said well you’ll have to go stop him as he’s taking it round now, so as a mum with a young baby in the pram I was made to chase after his member of staff through the car park.

No apology from “Mitch” who is the manager as apparently he didn’t believe I was treated badly and it “wasn’t his problem” that the van hadn’t been done. In all honesty I’m disgusted with the attitude if that is the manager and he should be ashamed of himself for how he treated the situation. He made no effort to resolve the issue and was incredibly rude. Two Saturdays they had the van and neither times was the jobs completed.

The invoice collected on the first Saturday was completely incorrect and had someone else’s name on it, this is of no good to me as I needed the business name or atleast my name (which was provided on booking) and it had neither. This is a breach of confidentiality for whoever is actually on the invoice and when I asked for a correct one to be printed (which I was told it could be) he said this wasn’t possible. If this is the case they should have made a fresh one.

I am appalled at the standard of customer care, I have always used protyre in the past and I will never do so again. I was a woman on my own with my baby and was treated awfully, I will spread the word of this to ensure other women aren’t also taken for fools. I sincerely hope Mitch learns some customer service manners, the worst experience I have ever had with any garage.