FMG Repair Services
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The good and the bad... Leeds Holbeck
Bit of a polarised experience from FMG... I've collected my car having used FMG Leeds Holbeck via Admiral for accident repairs. I'm very happy with the quality of the repairs and the service delivered by the guys who completed the hand over of my car & the courtesy car when I dropped mine in and collected it again. Both friendly and informative, on collection the man who helped me was particularly helpful and provided useful advice. However, when I dropped my car off the week before & collected the courtesy car I was asked for my driving licence - might be obvious to some but having given all the details to Admiral, and it not being mentioned on the phone by FMG when the handover was arranged, I didn't expect it to be needed and it was located 1.5 hours away... I was met with 'well you'd need it if you were hiring a car, it's just the same.' - A bit of an odd thing to say I thought considering I don't hire cars, as I own one. Car ownership being the very thing that brought me to be using FMG's services.... I challenged this and the lady blamed her colleague (sat next to her) for not telling me on the phone I needed it, saying she hadn't been here long - this was unnecessary and likely embarrassing and demotivating for the newer employee. An apology would have done. The lady subsequently told me that I was required to carry my driving licence at all times while driving so I should have had it anyway, this is not true and is not required in the UK. Upon collection of my car I had an excess to pay and like every transaction I make (and like 91% of all eligible card transactions in the UK last year) I planned to use contactless. This isn't possible you need to call a number and pay with your card number, which I don't have. Luckily someone was at home to send me a picture of my card but had they not been, I wouldn't have been able to pay. Again my suggestion that informing customers they can't pay their excess (which you are reminded you need to pay on collection multiple times throughout the process) with today's most popular payment method and you need a physical card was not all that well received.... So the repairs are a good standard and handover was good, but the front office service let them down somewhat with a lack of information around what was required of me, as if it were to be expected that I know their processes as a customer. Wouldn't say I don't recommend FMG, as after all it's all about the repair really, but better communication is needed.