E & S MOTORS LTD レビュー 

E & S MOTORS LTD からの回答

2026年7月10日

Dear Mr. McGovern, I spoke to Kevin and he remembered you and your accident immediately, correctly stating that he recovered you to Coventry; he sends his thanks for your kind words.

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2026年6月29日

Dear Gil, thank you so much for leaving a review for Dan and the service received, it is noted and appreciated.

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2026年6月4日

Hi Dave, thank you for taking the time to leave such a wonderful review for Dan, it is greatly appreciated. Breaking down is stressful, and we're really pleased that we made the experience a little easier for you.

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2026年6月29日

Dear Ms. Mulford, thank you for taking the time to leave this review, so glad that we were able to assist you. It genuinely means a lot that you used the words 'kind and helpful', because that's exactly how we wish our family and friends to be treated in similar, and often stressful circumstances. so to hear this feedback from a customer is really important to us.

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2026年6月1日

Dear Miss Morgan, thank you so much for taking the time to leave such a lovely review, I sincerely hope that you managed to get the car repaired. Really glad that Dan was able to assist you.

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2026年6月1日 に更新

Dear Mr. Khan, thank you for taking the time to leave this review. Please note that the AA has its own patrol force, we are a subcontractor that assist them as required, and they will despatch either one of their own patrols or a contractor if they have no resources available. This task was sent down to us at 01.14, the Controller on duty advised the AA from the outset that it would be 3 hours or more until we could attend. I fully understand that this would not be feasible for you but we didn't have the resources to cover the spike in workload on that night, and there were jobs already in plan ahead of you. I'm so sorry that the service fell short of what you expected, we just could not cover the unexpected spike in workload, and therefore gave preference to vulnerable customers, or breakdowns in dangerous locations.

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2026年5月13日

Thank you for taking the time to leave such a wonderful review, I have shared it with Dan.

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2026年5月14日

Dear Mr. Watton, thank you for taking the time to leave a review, however, your dissatisfaction is directed at the wrong party. We received the task to recover your vehicle at 1pm on 30/04/26, due to the size of your vehicle it required a HGV to attend, the HGV on route had an issue and was diverted to limp to the Iveco HGV dealer group in Bushbury. We pulled another HGV resource in and arrived later than we planned to at 15:40 exactly, the photos we have of your commercial pick up are time stamped 15:41. There was no one with the vehicle. The driver phoned our Control Room who in turn contacted the AA, we were instructed by the AA to stand down. We apologise for any inconvenience caused to you by the initial delay, but we cannot be blamed for actions that our outside of our control. Please email us at enquiries@eandsmotors.co.uk and I will be happy to email you screenshots of the task and time stamped photos of our attendance.

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2026年4月29日

Thank you for taking the time to contact us on the phone to give feedback on Andrea, it was greatly appreciated. I have thanked Andrea for a job well done, and I'm really glad that you were pleased with the service provided.

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2026年4月8日

Dear Laura, I don't know what to say except many thanks for leaving such a wonderful review. Dave is on rest days, but I have messaged him this review and thanks, I have also let the service team know and thanked them for a job well done.

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2026年3月2日

Dear Mr. Cooper, thank you so much for taking the time to leave this review, I have thanked Alpar for a job well done.

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2026年5月14日 に更新

Dear Mr Gill,

We will respond to this review as it raises the same concerns previously submitted. We take feedback seriously, however we must clarify several important points.

E&S Motors attended as a subcontracted recovery operator on behalf of RAC and Mercedes-Benz Roadside Assistance. The booking, instructions and any claim handling are controlled by those organisations, not by E&S Motors directly. At the time of writing, we have not yet been contacted by RAC regarding this matter, which is not unusual following periods of exceptionally high demand due to recent severe weather.

Before any vehicle is loaded, our operatives are required to complete a condition check and capture photographic evidence of the vehicle. All images are automatically time and date stamped and uploaded to our secure system and cannot be altered. This is a mandatory part of our operating procedure.

The first recovery took place on 16/02/25 and the vehicle was photographed prior to loading. Our records show the rear diffuser was already detached on the nearside and there was existing significant impact damage to the front lower splitter, which would affect panel alignment. These areas were photographed, the system automatically time and date stamps the photos taken on scene which are then uploaded to the Cloud based recovery management system; they cannot be altered or changed, and they clearly show the damage to the rear diffuser and front splitter as pre-existing before any recovery activity was undertaken. The photo taken after delivery also shows no damage below the towing the eye, again, this is timestamped.

I note that you have now removed allegations of damage to the diffuser, front splitter, and under tray from your review.

For this reason, we do not accept that the damage described in this review was caused by E&S Motors, and we hold supporting evidence on file.

Our drivers are trained to load vehicles using appropriate methods based on the situation presented, and professional conduct is expected at all times. Any comments regarding attitude are reviewed internally.

As the recovery was arranged via RAC and Mercedes-Benz, they are the correct parties to investigate, inspect and determine liability. We will continue to cooperate fully and provide our reports and photographic evidence as required.

We appreciate that situations like this can be frustrating, however our response must be based on documented facts rather than assumption.

E&S Motors

***UPDATE 09/02/2026 - WE HAVE BEEN CONTACTED BY RAC REGARDING THIS COMPLAINT, AND HAVE RESPONDED WITH PHOTOS AND CONDITION REPORTS, AND THAT OUR OPINION IS THAT WE ARE NOT RESPONSIBLE FOR THE DAMAGE BEING CLAIMED FOR***

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2025年11月19日

Dear Mr. Woodyatt, Service Reception and the Techs know you and your disabilities, and they will always endeavour to help in any way they can. The breakdown team would not know you when passed a breakdown, so we are really, really pleased that they have also given the same care during a live breakdown. Thank you so much for leaving such a wonderful, wonderful review.

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2025年11月18日

We take all complaints very seriously and always investigate to determine what went wrong and how we can improve. We are human and do make mistakes, and we appreciate the opportunity to address your concerns directly.

You contacted us to confirm whether we worked with a particular warranty provider, our Service Reception confirmed that we do. As explained at the time, for that warranty provider, the initial authorisation for vehicle strip work must come directly from the customer. The warranty company then reviews the cause of failure before approving any repairs. This is standard practice across most warranty companies, as they require clear evidence of failure before covering costs.

It was also previously agree that the vehicle would be inspected on Monday, as Friday afternoons are typically fully booked with ongoing customer repairs,

From our team’s account, most of the conversation with reception was with your colleague. He was insistent that the vehicle be looked at immediately, despite you being advised before the vehicle even arrived that we would inspect it on Monday. Nonetheless, our Service Manager stepped away from his repair work to assist.

Regarding your colleagues repeated insistence for a diagnostic check, our Service Manager explained that an electronic diagnostic via OBD would not reveal any useful information in this case, as the suspected issue was mechanical.

The Service Manager found that the clutch pedal was loose and that the clutch master cylinder, attached to the back of the clutch pedal by a plastic rod, had become detached. He demonstrated this to you, showing both video and photos, and explained that this needed to be repaired first before any further investigation. At that point, the car could not be started because it was unable to recognise the clutch pedal being pressed.

The likely next step would have been to simply replace the clutch master cylinder, get the car running, and go from there.

At no point did our Service Manager request payment from you. As a policy, we only take payment once repairs are completed or, in rare cases, where non-refundable special-order parts are required. Our Service Manager has worked with us for years and is known for being calm and courteous; he categorically denies making any statement such as “you’re wasting my time.” Such behaviour would be wholly out of character for him.

Regarding the 'inconsistency in pricing' when you first arrived, your colleague repeatedly asked Service Reception for a price before any inspection had even taken place. Based on your description of a possible clutch thrust bearing failure, our receptionist provided a very rough estimate when pressed for one, while also making clear that proper pricing could only be given after assessment. The Service Manager later explained that a more accurate quotation could be provided once the actual fault and parts were identified. We recognise how this may have caused confusion and will remind our team to ensure consistency and clarity in all future communications.

E&S Motors is a local, family-run business that has served this community for many years. We employ local people, who in turn provide for their families. We take pride in being transparent and fair with our customers. While we regret that you were dissatisfied with your experience, we do not believe your emails and reviews accurately reflects what occurred. In your email you stated that you wanted further review or investigation by The Motor Ombudsman or Trading Standards, we would welcome this so that an independent third party can fairly assess the situation.

We genuinely regret that your visit left you disappointed, and we appreciate you bringing this matter to our attention. We hope that through an impartial review process, you can be reassured that we have not sought to undermine, or insult, you or your colleague in anyway, on what was already a tricky Friday afternoon.

Best regards,
E&S Motors

E & S MOTORS LTD からの回答

2025年11月19日

Dear Paul, thank you so much for taking the time to leave us such a great review. Gary has many years of experience in the industry, and has more stories to tell than most!