Halfords / National Tyres & AutoCare Wheel Alignment experience..

[markben]

I visited my local National Tyres & Autocare centre (now Halfords) today for a full 4-wheel alignment on my well cared-for W220 S Class. The car drives straight but there is slight feathering on the outer edge of a new NSF OE Continental tyre. The other tyres are all new OE Contis at the correct pressures and wearing evenly.

When the job was completed, I paid £79.95 and asked the manager for some details of what the technician found (e.g. readings for toe-in & toe-out vs. factory settings / adjustments made etc?).

His reply: ‘The front was out, and the rear was way-out!’. No data / readings offered. Zilch further explanation of the work done. Thank you and goodbye…

What do you think? For 80 quid should I expect a little more technical detail?

Many thanks all

 

[star]

They should have given you a print out of before and after readings.

 

[grahamcol]

I wouldn't be too impressed with that response myself.
What l would say is that every Merc I've ever had has shown increased outer shoulder wear / feathering of the front tyres, nearside in particular.

 

[markben]

They should have given you a print out of before and after readings.

Yes, just read their website and it says just that. Strongly worded letter of complaint to be delivered today..

 

[drmw]

If you go to the website (national.co.uk) there are a number of observations. Price - it should have been £74.99. The site then states "Our technicians can also then provide you with a detailed print-out showing that the vehicle settings have been fully returned to the manufacturers recommendations." - perhaps you have to ask. See the "We go the extra mile" video.

I would go back after you have seen the website & take the manager to task

 

[markben]

If you go to the website (national.co.uk) there are a number of observations. Price - it should have been £74.99. The site then states "Our technicians can also then provide you with a detailed print-out showing that the vehicle settings have been fully returned to the manufacturers recommendations." - perhaps you have to ask. See the "We go the extra mile" video.

I would go back after you have seen the website & take the manager to task

Thanks & apologies, yes, it was £74.99. They have a new manager there - a stark contrast to the previous one (now retired) in terms of customer communication & attention to detail. He also incorrectly said that I'd arrived 30 mins too early for the job and 'had to wait'. When I checked the online booking confirmation he was wrong about that too. Words fail me...

 

[M80]

I guess you could return and ask for the print out of the finished job, as you may have to ask.
So they should set it up again to get the results.

After all it is the results, the set up as is now, that is important to you.

I check each tyre, regularly with a depth gauge, in 3 places across the tyre. That gives me an idea of uneven wear, and if pressures would be better + or - some.

 

[markben]

I guess you could return and ask for the print out of the finished job, as you may have to ask.
So they should set it up again to get the results.

After all it is the results, the set up as is now, that is important to you.

I check each tyre, regularly with a depth gauge, in 3 places across the tyre. That gives me an idea of uneven wear, and if pressures would be better + or - some.

Well, I assumed that the manager would automatically provide me with a report / printout (as per the website). My issue is that when I asked for more details about the wheel alignment he just fobbed me off with the 'front out, rear way-out' line. And that was after he'd taken payment! My best guess: he was chasing the money & his bookings schedule rather than paying attention to the details & customer service.

He also incorrectly claimed I'd arrived 30 mins too early for the job, and would have to wait. When I checked the email booking confirmation, he was wrong about that too.

AND..(!) the telephone number for the centre on the invoice is incorrect, so when I tried to call him to discuss, I was put through to a different Halfords retail branch who couldn't transfer me. . If they can't provide the printout for any reason I'll ask for a full refund.

 

[malcolm E53 AMG]

Yes, last time the BMW visited the dealership the sales advisor asked if I wanted a full alignment at £100 I politely declined as I knew I could get it done locally at £40 on a Hunter machine and I also knew the car drove straight and there was no uneven tyre wear.

Our local Hunter specialist does a good job at very reasonable price, with a before and after print out, you might have to wait half an hour but for that saving it’s worth it - always worth finding out the local go to place

 

[DSK]

Yes, last time the BMW visited the dealership the sales advisor asked if I wanted a full alignment at £100 I politely declined as I knew I could get it done locally at £40 on a Hunter machine and I also knew the car drove straight and there was no uneven tyre wear.

Our local Hunter specialist does a good job at very reasonable price, with a before and after print out, you might have to wait half an hour but for that saving it’s worth it - always worth finding out the local go to place

Seconded, find a reputable alignment place, they will generally do the best alignment work but, depending on the outlet price can vary from around £35/40 baseline + adjustments.

I have mine done by the same same chap with a hunter machine every 3 months for good measure, yet their other branch with a hunter machine cannot match the workmanship! Moral of the story, it’s the tech with the right kit that matters!


Sent from my iPhone using Tapatalk

 

[EmilysDad]

I'd only ever use a high street chain if I was stuck. There are many independent tyre places that will so a better job of "tracking" etc

 

[AndySlade]

I got Cole at MBS to do mine!

 

[markben]

I'd only ever use a high street chain if I was stuck. There are many independent tyre places that will so a better job of "tracking" etc

Nat Tyres & Autocare here in W-s-M used to be very good when independent, mainly due to an 'old school' manager (recently retired) who took the time & trouble to look after his customers & get things 100% right. One time, he didn't trust the results of a computerised front wheel alignment and made me sit in the car with a spirit level balanced on the top of the steering wheel while he tweaked the sensitive tracking on my W220! Result, perfect afterwards.

Sadly, now that Halfords have taken over NT&A, I fear that things won't be quite the same....

 

[markben]

Update on Halfords saga...

Telephone call from area manager apologising for problems with non-provision of wheel alignment faults / adjustments / report etc. Says unfortunately he can't retrieve the data so will refund £74.99 in full. Offered to re-check the alignment at another centre as a gesture of goodwill, but I pointed out to him that it would be of no use since it was the PRE alignment data (q. manager 'out / way-out' etc) that mattered most - both for my reference & to take to my local Merc Indie for any parts replacement etc.

In the meantime, area manager says the 'new' centre manager I dealt with has 'gone off sick with Covid'. Oh really..?

Hey ho, On and Forwards - to, well, anywhere but Halfords

 

[curious]

I've only ever tried to use Halfords for MOT when they were giving free MOT vouchers with any purchase a few years ago.
3 separate purchases gave me 3 MOT vouchers (expiry within 12 months otherwise I'd have had a real load up on the deal).
I tried to redeem them as the Vito, car, her car were due and each time the night before they phoned to cancel.
We negotiated they would pay me the cost of the MOTs and allow me to get it done at my local MOT guy!

It worked out better in the end for me, but not a good image of Halfords.

 

[LostKiwi]

Worst experience I had of wheel alignment was Kwik fit in Rugby.
Booked the r129 in. Waited in reception. Technician brought me the printout. Top of the page said r230. Queried it....
"We don't have the settings for yours so I used the later settings. They're the same anyhow" (how would he know if they don't have the settings???).

Asked to look at their book of settings. There, under 500SL (as opposed to SL500) was the r129.
Then put it on the machine and camber was out in the front. "They aren't adjustable on this model". Oh yes they are I say. Let me show you.
I ended up teaching the 'expert' how to do it. At least I knew it was right!

 

[rayhennig]

Worst experience I had of wheel alignment was Kwik fit in Rugby.

Worst I had was Speedy in Limoges. Drove to Wimbledon and was told that new tyres were already wearing badly. That after about 600 miles. Never again.

RayH

 

[rf065]

I experienced Halfords many times when our company used them to service and repair their whole fleet of vehicles. (UK wide).
Never had any confidence in them ever, always felt whoever was working on the cars was not qualified or really knew their stuff.

Worst occasion was taking a Renault in that needed the radiator topped up every other week. They replaced some hoses and the thermostat and returned it as fixed. It wasn't though and they looked at it again, this time they replaced the radiator and expansion bottle and again said it was fixed.
It still needed topped up every other week so back it went again, this time they said the leak was from the engine block and it needed a new engine.

Given the amount already spent on it, it's age and value, the company decided to cut their losses and scrap it. I never spoke to one person that ever gave the impression they knew what they were doing so would never take any of my own cars anywhere near them.

 

[markben]

I experienced Halfords many times when our company used them to service and repair their whole fleet of vehicles. (UK wide).
Never had any confidence in them ever, always felt whoever was working on the cars was not qualified or really knew their stuff.

Worst occasion was taking a Renault in that needed the radiator topped up every other week. They replaced some hoses and the thermostat and returned it as fixed. It wasn't though and they looked at it again, this time they replaced the radiator and expansion bottle and again said it was fixed.
It still needed topped up every other week so back it went again, this time they said the leak was from the engine block and it needed a new engine.

Given the amount already spent on it, it's age and value, the company decided to cut their losses and scrap it. I never spoke to one person that ever gave the impression they knew what they were doing so would never take any of my own cars anywhere near them.

That's interesting, thanks Russ.

To be fair to the UK national network of Auto Quick-Fit centres (Halfords / Pro-tyre / ATS etc), they're usually pretty good at doing routine work (tyres, brakes, MOT inspections etc) at competitive prices & with a quick turnaround compared with main dealers. That's their business model after all?

That said: I agree with you. From experience, the Fast-Fit centres often struggle to cope with (or aren't interested in doing) anything outside of 'routine' Parts & replacements work. And.. worse still?.. if in doubt, some can / will try to persuade a Customer that Major repairs are needed when they aren't. For example: 3 years / 30k miles ago, the Manager at my local (un-named) Fast-fit centre told me in no uncertain terms that I needed new rear Brake Discs on my W220 S Class urgently!

3 years / 30k miles later, guess what? 3 MOT's passed with never even an Advisory for wear on the rear brake discs. My Conclusion? The Term 'Up-Selling' comes to mind. But, again, that's the Fast-Fit business model for better or worse. (Profit & Turnover > Honest Advice & Service quality ?).

I have a few similar stories with my family's various cars over the years. Fortunately, I've been around-in & know the Retail Motor trade well enough (both as a Retail Customer & former Mercedes Benz senior Sales Training Consultant) to spot when I'm about to be Spoofed and / or un-necessarily 'Up-sold' - I can usually see it coming!

I just fear for less experienced and / or well informed Fast-fit retail Customers who can be seriously Duped by some Sales & Profit driven Managers who don't give a damn about the Customer's best interests or providing good old-fashioned Value for Money.

And, sadly too, the same applies to some (I stress 'some'.. ) Mercedes 'specialist' Indies with the same Business model & attitude (no names mentioned). Been there & got the T-shirt after numerous un-successful efforts by different Merc Indies to diagnose & fix my long-term 'mystery' ADS Hard Damping problem despite £Thousands spent on new OE replacement parts - but with Zero improvement.

Better get-off the Soap Box now...

 

[EmilysDad]

..... For example: 3 years / 30k miles ago, the Manager at my local (un-named) Fast-fit centre told me in no uncertain terms that I needed new rear Brake Discs on my W220 S Class urgently!

.....

Around 4 years ago, Mercedes told me I needed new discs & pads at the front of my ML - £550 ..... a few services & MOTs and maybe 35k miles later, the same discs are still on the car, though it's had new pads.