Converted_AutoAssistAftercare_DATA.csv

Customer Query/Complaint,Company Response
"AutoAssist Bot Hi I’ve had to pay for all these checks to be done and taken time of my working today at a cost that shouldn’t have happened as I paid you for the services, the person that came out to do the job hasn’t done it properly and I’ve had nothing but headache throughout this whole process even though the sales team sold everything perfectly, either get this sorted today or please transfer me back my money for the job your technician didn’t do to the right standard, since paying you £394.80 for the premium package, I’ve had to pay an extra £450 to 3 different mechanics for them to say the same thing, that’s including changing the mass fair flow sensor  as you asked me to. Please come back to me asap with someone to come out to do the job properly or by giving me a refund for a job that wasn’t done, the technician was with me for no more then 25 minutes, I don’t want to leave a review on google at this point as that not a good look for the company or get trading standards involved as I hope this can be sorted.","Good afternoon, Unfortunately, as stated on page 3 of our report, diagnostics are not included in the warranty and are required as part of our warranty process. Our records show the DPF clean carried out on 13/05/2024 was completed successfully going from 67.9Mbar to 2.5Mbar. You mentioned there are no fault codes presents on the vehicle. As mentioned previously on the phone, we do require photo evidence of this which you have currently failed to supply us. You mentioned in your email the DPF reading is high when revved. Could you please let us know what the reading is at idle? Our master technician has also advised the vehicle should have a smoke test for air leaks due to the issues you are experiencing. Kind regards, The Aftercare Team"
"Morning Ref the advisory the car was driven for over 30 mins and has been on the motorway min of once a week for a long drive, Rear pads will be done at next service in May, And the DPF pressure sensor has not been done yet.","Good afternoon, Thank you for getting back to us. We advise getting the DPF pressure replaced as this will cause the lights to return to the dashboard, vehicle to go into limp mode and potentially reblock the DPF. If your vehicle has a part that needs to be replaced, although the DPF was cleaned, because the DPF pressure sensor needs replacing, the vehicle’s ECU will still be recognising a fault. This is not because the DPF cleaning process has failed, but because the root cause has not been addressed. It is important to note that a blocked DPF is usually a symptom, not the fault. It is the result of a problem elsewhere with the vehicle. Cleaning a DPF should not be done in isolation; whatever is causing the blockage should always be addressed or it will become blocked again very quickly. If you would like us to supply you with a quote for the required works, please let us know and we will pass your details to the relevant department. Kind regards, The Aftercare Team"
"Thank you for your email and the update on the review of my warranty claim. While I appreciate the thorough investigation conducted by your master technician, I must respectfully disagree with the conclusion reached regarding the DPF clean conducted on 31/01/2024. Despite the reported improvement in pressure readings, the ongoing issues with my vehicle's performance indicate that the repair was not fully effective. Regarding the recommendation for throttle body inspection and replacement, I acknowledge that the replacement was conducted on 22/02/2024, approximately 22 days after your cleaning service. However, it's important to note that the delay was due to the time required to procure the necessary parts I had been in constant communication with David on a weekly basis by phone and email. if you had the part as I was provided a quote and agreed for Auto Assist to repair it for me and schedule the replacement, rather than neglect on my part. I was also instructed to drive the car after the clean on the motorway so this contradicts what is been said. Furthermore, while your documentation outlines the potential consequences of driving without conducting the recommended remedial work, it fails to address the possibility that the initial repair might not have fully resolved the underlying issue. If by doing a DPF clean was not going to resolve the issue why was I not advised before hand so I could have fixed the throttle body and then got the clean done. Instead of going ahead knowingly that I will end up in the same situation. In light of these considerations, I respectfully request an immediate reevaluation of my warranty claim and a more comprehensive approach to addressing the ongoing issues with my vehicle. Additionally, I would appreciate further clarification on how my warranty coverage applies in this situation, as outlined on page 3 of the report. Thank you for offering a discount on a recleaning of the DPF. However, I believe that a more thorough examination of the underlying issues and potential solutions would be more beneficial at this point. I should also note, I have recently purchased the vehicle and taken out the warranty out of good faith for a peace of mind. This has been far from it to say the least and the 10% is more of an insult more than anything to say the least. If the matter was addressed during the initial stage and rectified with readily available parts, we would not have this pleasure of correspondence. Ii feel like I have been given false hope that everything would be ok. I look forward to your prompt response and resolution of this matter.","Good Morning, Thank you for your response. We understand that blocked Diesel Particulate Filters (DPFs) can sometimes trigger fault codes that may not accurately reflect underlying issues. To ensure we provide accurate recommendations and avoid unnecessary work for our valued customers, our engineers conduct a secondary diagnostic assessment after completing the cleaning process, provided our initial diagnostics indicate a blocked DPF and it is deemed safe to proceed. It's important to note that the premium clean service you've availed yourself of focuses specifically on the cleaning of the DPF unit and does not encompass the resolution of underlying vehicular issues. We acknowledge that until an on-site inspection is conducted, we cannot ascertain the presence of any additional concerns within the vehicle. As outlined in our report, the warranty coverage extends solely to our workmanship and DPF clean. Based on the information provided, there is no indication of any fault with our workmanship, thereby preventing coverage under warranty. Regarding the delay in parts procurement, please accept our sincerest apologies for any inconvenience caused. We assure you that we are diligently sourcing the necessary components; however, the timeline for availability remains beyond our direct control. In light of your feedback and as a gesture of goodwill, we would like to extend an offer for a premium clean service at a reduced rate of £330.00. Additionally, we will arrange for our engineer to liaise with our master technician during the service visit to conduct a comprehensive investigation into any potential underlying issues affecting your vehicle. Kindly confirm your acceptance of the aforementioned offer, and we will go through the booking process accordingly. Kind regards, The Aftercare Team"
"Hi, I’ve paid Land Rover to look at it - they have since resolved the issue and it’s cost me another £200 to clear the lights. Any chance i could claim this back?","Good Morning, Thank you for your email. We sincerely appreciate your update regarding your vehicle. Regarding the part that was fitted for you, please note that it comes with a standard 12-month warranty. Regrettably, since we were not given the opportunity to honour our warranty and inspect our workmanship, we are unable to offer a refund at this time. Should you have any further questions or concerns, please feel free to contact us. Kind regards, The Aftercare Team"
"Hi there, Following our conversation by phone about the issue with the new DPF differential pressure sensor, please find attached the following: 1. Customer complaint form 2. An image shows the fault (no reading) 3. An image of the old differential pressure sensor 4. An image of the old differential pressure sensor I also have a video showing no live data from the new differential pressure sensor, if needed I will try to send it separately because of the file size. I hope you look at the issue and resolve it as soon as possible.","Good afternoon, Hope you are well. We have relooked at your warranty claim and the information you have supplied us. We understand your concerns regarding a potential fault with your new DPF pressure sensor. Please be assured that if the sensor were faulty, relevant fault codes would be present. It is important to note that some diagnostic machines may not detect certain live data readings. This does not necessarily indicate that the part is faulty. As previously mentioned, your latest diagnostic codes indicate that the piston cooling jet requires investigation and potentially replacement. If you have any further questions or require additional assistance, please do not hesitate to contact us. Kind regards, The Aftercare Team"
Hello Team. The report I have attached the MOT Staines service where they clearly indicates DPF error.  This DPF issue has been rectified by you in the past and there is warranty period.  The ask here is can you sort out the DPF filter issue in the warranty period.  The car dashboard shows Exhaust is full.  Attached the screenshot what has been appeared in car dashboard.,"Good Morning, Thank you for your email. If your vehicle has a part that needs to be replaced, although the DPF was cleaned, because the DPF pressure sensor needs replacing and the adblue pump and injector need investigating, the vehicle’s ECU will still be recognising a fault. This is not because the DPF cleaning process has failed, but because the root cause has not been addressed. It is important to note that a blocked DPF is usually a symptom, not the fault. It is the result of a problem elsewhere with the vehicle. Cleaning a DPF should not be done in isolation; whatever is causing the blockage should always be addressed or it will become blocked again. The document you supplied us also doesn’t show latest diagnostic codes. These codes will help us identify the issue you vehicle is currently experiencing. Unfortunately, we will not be able to move forward with your warranty until this information has been provided to us. Kind regards, The Aftercare Team"
Hi i recently had a DPF clean on my vehicle WP68 GHU- we now have the following EML codes - P007D P0079 (B7) P005C (EE) P0062 (26) please advise if these codes are something you can help with,"Good afternoon, Thank you for providing us with the latest diagnostic codes. Upon review by our master technician, it has been advised that the following codes require further investigation: P007D – CHARGE AIR COOLER TEMP SENSOR P0079 – EXHAUST VALVE CONTROL SOLENOID P0062 – HEATER CONTROL CIRCUIT BANK 2 SENSOR 3 Regrettably, these issues necessitate examination in a workshop environment, as they cannot be addressed roadside. We recommend scheduling an appointment with a local garage for a thorough investigation of the aforementioned concerns. Alternatively, should you prefer, we can facilitate the investigation at our workshop located in Rochester, Kent. Please indicate your preference, and we will arrange accordingly. Please note that as these are new fault codes not present at the time of the cleaning, they are not covered under your warranty. If you have any further questions or require assistance, please feel free to contact us. Kind regards, The Aftercare Team C. Hi thankyou for your email again, i didnt see any page 3 of the report which i need to do the remedial report from local garrage, what i know is i have 120 days warranty. could you please send an engineer to clean it again. Because from you email said i have got warranty and i did a premier clean on DPF Good Morning, Hope you are well. Unfortunately, until the remedial works have been carried out, your warranty is invalid. As a reminder, please see below the work that needs to be carried out: • Adblue injector replaced • further investigation into intake system We will not be able to assist you further until the above has been carried out. Kind regards, The Aftercare Team"
"Hi Thanks for this but I've been taking the car out once a week, as per the advice from your tech on a motorway run for a minimum of an hour, each way and I've used the products provided by your tech. Please advise as I'm really not happy with the response you've provided. Please can this be responded to via a phone call.","Good afternoon, Hope you are well. I am writing to inform you that our master technician has conducted a thorough review of your claim once again. Upon examination, it was noted that the mileage on your vehicle does not align with the driving style mentioned in your previous communication, as well as what was indicated in your original warranty form, where you specified city driving. As previously discussed, it is imperative to emphasize that solely engaging in local city driving may not be sufficient for the vehicle to reach the necessary temperature to effectively burn off accumulated soot. It is essential to adopt a balanced approach to driving, incorporating regular motorway or highway driving sessions to facilitate proper regeneration of the vehicle's systems. Kind regards, The Aftercare Team"
"Afternoon.. ask asked for by kam, here is video of me spinning van round before the technician came and still had accelerator at that point, since the engineer came my accelorator wasn’t there anymore, my merchanic came round last night to check on his computer and the injector codes have been reset to AAAAAA which he said they don’t just reset themselves without someone doing so, I need to move the van to my merchanic for him to sort the turbo sensor issues which I cannot do now due van not being drivable until injectors are re programmed.. I have other footage of me in and out in the van precious to dpf visit but just added the video of me spinning it round yesterday morning for the technician and also the video after he said van wouldn’t start of me starting it first time in which he then said he still needs codes off before the dpf clean. Hope this is enough info thanks,","Good afternoon, Hope you are well. I would like to extend my gratitude for your patience while our master technician conducted an investigation into your claim. Our records indicate that a diagnostic assessment was carried out on your vehicle on 10/04/2024, during which our engineer recommended replacing the glow plugs and turbo solenoid. Regarding your concern about injector resetting, I would like to clarify that resetting injectors is not an action that can be accidentally performed. The diagnostic work completed by our engineer involved fault code reading and did not involve any injector resetting. It is important to note that if a diagnostics machine is unable to read injectors, it would typically display a code such as ""AAAAAA,"" as you described below. Regrettably, without a comprehensive diagnostic assessment conducted in a workshop environment, we are unable to provide further guidance at this time. Kind regards, The Aftercare Team C; Good morning I never got the email as you only sent the reply to one email address… Further to your response please note the code which you are referencing a misfire is not on the car. This has since turned off and only the dpf code remains. As per your terms and conditions if this code is only now showing you should honour the warranty we paid for based on the dpf code. It has come clear that your company finds lots of clauses to not attend a vehicle within its warranty. I would urge you to reconsider attending and cleaning the dpf on our vehicle before we are forced to take further action. We would rather not take this step, considering we paid for your highest package. We could have just paid for your lowest package and paid to have you out twice. We thought your company was a reputable company and would like to think you will see sense in this situation. Good Afternoon, Following our recent telephone conversation with Mr. Herbert, it has come to our attention that the fault code in question is intermittent, indicating a potential underlying issue within the vehicle that requires prompt attention. It is crucial to emphasise that a blocked DPF often serves as a symptom rather than the primary fault. Typically, it is a manifestation of an issue elsewhere within the vehicle. Addressing a blocked DPF should not be treated in isolation; the root cause, responsible for the blockage, must be identified and rectified to prevent recurrence. The efficacy of the DPF cleaning process hinges on resolving the underlying problem. Regrettably, the new fault code that has manifested on your vehicle, not present during our visit on 4 October 2023, is not covered under warranty. It is imperative to understand that this exclusion is not a reflection of any failure in the DPF cleaning process but stems from the fact that the root cause of the issue was not prevalent at the time of our previous visit. In light of this, we strongly recommend taking your vehicle to a local garage for a thorough investigation of cylinder 3 to address and rectify the emerging concerns. Kind regards, The Aftercare Team"
"Good morning, The wrong air pressure switch was supplied the first occasion resulting in a longer duration between the correct part being fitted. It can not be helped that the car is required for work. This shouldn't result in being penalised and warranty not being actioned. The warranty does state it is paramount to action the remedial works otherwise it will void the warranty. At no point is a date or mileage to action the works before it is void mentioned therefore warranty should be valid still.","Good afternoon, Thank you for your email. Our warranty covers our clean and workmanship. The vehicle drove for 1,386 miles, proving our clean was successful. As previously mentioned, our reports states, if a vehicle is driven for any period without the remedial works being conducted, it will block the DPF. As our records show there was no issue with our workmanship, the clean would not be covered under the warranty. Kind regards, The Aftercare Team"
Hello Your engineer never said to get the potential items fixed at all and advisory means just that . I paid £396 for a service I feel I didn’t get and also never received a scanner as I was told came with my package. I will be sure to post you a glowing review!!,"Good morning, Thank you for your email. On page one of your report there is a box that says, ‘remedial work required’ and the box is ticked yes. We require all customer to complete remedial work as stated on page 3 of the report. We are sorry to hear you have not received our DiagPro. Please let us know the address you would like us to post this to and we will get this arranged for you. Kind regards, The Aftercare Team"
"Good morning How do you know the DPF is indicating an acceptable clean state if you haven’t been to check it again? The readings indicate otherwise. As you say, the warrant specifically applies to DPF cleaning and therefore you need to confirm if the DPF cleaning needs to take place. The error message and the soot levels would suggest it does. Never once has the issue of throttle bottle been raised with me until after I tried to contact about warranty. The pressure sensor was raised and I acted on that. Can you provide evidence of where you raised this throttle body please? Within your two previous visits that were less than two weeks apart, the spot level was increasing considerably. Therefore, there is a good chance that this 6 week gap has resulted in a further build up and enough to warrant the issue of the fault light. All I am asking is that you respond to check it as per the warranty. If it is impossible that the soot level could have increased to an out of tolerance reading in such a short period of time, I have to question your warranty and whether i have been misled/ mis sold. It feels possible as you are refusing to check the car. Do you have a regulator?","Good Afternoon, Thank you for your email. When we revisited your vehicle on 3rd October 2023, the reading, indicating a clear DPF, strongly suggests that the cleaning process performed on 20 September 2023 was executed successfully and, importantly, was not attributed to any deficiencies in our workmanship, which falls under the purview of our warranty coverage. In response to your concerns, we have engaged with our senior management to ensure a thorough resolution. It has been mutually agreed upon to undertake a second examination of your vehicle, specifically focusing on the throttle body and DPF readings. In the event that our assessment reveals a blocked DPF, we are committed to addressing this promptly and will reclean at no additional charge. Additionally, our engineer will conduct a comprehensive investigation of the throttle body. Should any faults be identified, we stand prepared to effectuate a same-day replacement. Enclosed, you will find the associated cost details for your reference. Your satisfaction is of paramount importance to us, and we kindly request your confirmation of the proposed course of action. Upon receipt of your approval, we will expedite the necessary arrangements to commence the inspection and, if required, proceed with the subsequent procedures. Should you have any further inquiries or require additional clarification, please do not hesitate to reach out to us. Kind regards, The Aftercare Team"
"I hope this message finds you well. I am writing to address several critical issues regarding the service recently conducted on my vehicle, which not only reflect a lack of attention to provided details but also raise concerns about the fulfillment of the premium service and warranty for which I have paid. 1.	Overlooked Communication: Firstly, it is apparent that there has been a significant oversight in reading and acknowledging the contents of my previous emails. I had explicitly informed you that the DPF (Diesel Particulate Filter) pressure sensor was already replaced following the advice of the auto assist group. This was not only stated clearly but also substantiated with the necessary proof in my prior communication. 2.	Fault Code Oversight: Secondly, I am puzzled by the technician's failure to identify specific fault codes already pinpointed in the document I provided. Specifically, the fault code P246300, which indicates a ""Particulate Filter Restriction"" and is directly related to the DPF cleaning service rendered by your team, was conspicuously absent from your report. This oversight is concerning, given that it directly pertains to the service you provided. 3.	Premium Service and Warranty Costs: I would like to remind you that I have incurred additional costs amounting to £394.80 (inclusive of VAT) for what was promised as a premium service, inclusive of a comprehensive warranty. This investment was made with the expectation of thorough and attentive service, which currently seems unfulfilled. 4.	Warranty Service Expectation: Given that the work is still under warranty, I expect prompt and effective resolution of the DPF issue, specifically the fault code P246300. It is imperative that your team revisits this matter and provides a solution that aligns with the high standards promised under your premium service and warranty. 5.	Other Faults: Regarding other fault codes such as P2002, P05A0, and P207F, I would like to inform you that they will be managed independently. Hence, your team need not concern itself with these specific issues. In light of these points, I urge a swift response and action from your end. The primary objective is to rectify the oversight related to the DPF issue under the terms of the warranty and ensure that such lapses in service quality and communication do not recur. I trust that you will address these concerns with the seriousness they warrant and look forward to a prompt resolution. Please do not hesitate to contact me should you require any further information or clarification. Thank you for your immediate attention to this matter.","Good Afternoon, Thank you for your email. Upon our initial assessment on 01/11/2023, we recommended the replacement of the DPF pressure sensor. According to your documentation, this replacement was duly performed on 24 November 2023. However, the diagnostic codes currently present on your vehicle (P05A0, P2002, P207F) indicate a potential hindrance to the regeneration process, consequently leading to the risk of recurring blockages, as evidenced by the code P2463. Our records affirm that during our visit, the premium DPF clean was successfully executed, demonstrating a substantial improvement from 31Mbar to 3Mbar. This affirms that the service you purchased was carried out to the appropriate standard. As per the terms outlined on page 3 of our warranty, new fault codes are not covered, and unfortunately, P207F was not identified at the time of the initial cleaning. It is crucial to recognise that a blocked DPF often acts as a symptom rather than the root issue, which lies elsewhere within the vehicle. Cleaning the DPF in isolation is not a comprehensive solution; addressing the underlying cause is imperative to prevent swift reoccurrence. This is not indicative of a failure in the DPF cleaning process but rather a necessity to tackle the root cause. To ensure a thorough investigation and resolution of the recommendations provided on 07/12/2023, we strongly advise taking your vehicle to a local garage. They can carry out the necessary diagnostics to address any potential issues and uphold the optimal performance of your vehicle. Kind regards, The Aftercare Team"
"Hi , I’m extremely disappointed in  your response, I was assured by the master technician that the light wouldn’t come back on and if it was to come on it would be sorted under the warranty. The fault code p2002 is still present 2 days after the filter was replaced . The onus appeared to be on me to supply fault codes that I am reading off a borrowed machine that I am not familiar with. I would have at least expected a visit from yourselves to plug in a far more comprehensive reader to see what’s going on . The second fault code has appeared following the work you carried out along with p2002, the original code. I look forward to hearing from you","Good Afternoon, We are disheartened to learn that you remain dissatisfied with our response, and we sincerely apologise for any inconvenience caused. I would like to clarify that the warranty provided covers both the workmanship involved in fitting the EGR B Filter and the functionality of the part itself. Our decision to install this part was based on the detection of fault code P049B. The absence of this fault code upon subsequent examination of your vehicle indicates that the EGR B Filter is indeed in optimal working order. Please note, diagnostics are not included in the warranty. It is important to acknowledge that despite our best efforts to address issues comprehensively, it is not uncommon for new faults to emerge during the normal operation of a vehicle. Our ability to address such concerns is contingent upon the information available to us at the time of inspection. In light of the new fault code present in your vehicle, we strongly recommend that you have the DPF pressure sensor thoroughly investigated and potentially replaced. Should you require further clarification or assistance, please do not hesitate to reach out to us. Thank you for your understanding."
Thank you - Id appreciate some feedback on the advisory since although it says fuel vape the photo shows a No DTC comment - is that the indicator that a new vaporiser is required. Was a vaporiser indicated at the first point of contact and if not is there an explanation for that and what is likely to be the problem with the vaporiser and why will this have just occurred now following recent works by your engineers. Ive received a quotation now for the replacement and this is an expensive item so I need to be sure it actually is the problem and replacement will solve the ongoing engine malfunction warning. I look forward to your explanation and subject to a satisfactory explanation its likely I will arrange for the repair to be conducted.,"Good afternoon, Thank you for your email. The reason our engineer has advised having the fuel vaporiser replaced is due to the fault codes P2463, P24A4 and P246C being present at the time of visit. When these fault codes are together, this indicated the fuel vaporiser needs further investigation. A block DPF can also cause these faults which is why after our second visit when replacing the DPF pressure sensor, once the DPF was still confirmed clear, he has advised the fuel vaporiser. We advise having this further investigated and potentially replaced based on the findings. If you have further questions, please let us know. Kind regards, The Aftercare Team"
I am sorry but your aftercare is unacceptable - you cleaned my DPF and offer a warranty. The DPF warning light is on again and I have asked you to check this under the warranty and now you try to charge for this!! I will be passing this on to the Ombudsman and Google reviews,"Good evening, We sincerely regret to learn that your experience with our service has not met your expectations. Upon reviewing our warranty terms, we must clarify that diagnostics, along with the DPF light on the dashboard, fall outside the coverage scope as outlined in page 3 of the attached report. It's essential to understand that the illumination of the DPF light does not necessarily indicate a blocked DPF. Instead, it signals the presence of a fault within the vehicle that may be hindering the regeneration process. Following consultation with our master technician, we recommend engaging the services of a local garage to conduct a thorough investigation into the EGR cooler. Addressing this component may contribute to resolving the underlying issues affecting your vehicle's performance. Kind regards, The Aftercare Team C. Good morning, The garage have informed me that the DPF is still blocked and yet again you put hurdles in the way, all I want is a solution and if this is not going to be resolved by yourselves I will be wanting the cost of the clean refunded as it was unsuccessful and I will get it redone by another company. This vehicle has been off the road now for nearly 1 month and the work we have had done at our garage on your engineers report has not made any difference and was a complete waste of money, I would like a solution by the end of the week. Good Afternoon, Thank you for your email. As previously communicated, our records indicate that the DPF clean conducted on your vehicle was successfully completed, resulting in a notable improvement from 58.3Mbar to 4.6Mbar. For your convenience, we have included a link below, providing access to photos detailing the work carried out: https://vhc.report/0sptr2r/EO69FYT It is not uncommon for new fault codes to surface following the cleaning process, as the vehicle shifts its focus away from a blocked DPF. It's important to emphasize that the emergence of new fault codes does not signify an unsuccessful clean but rather suggests that the root cause has yet to be addressed. Should you wish for our workshop to investigate the new fault code, please inform us, and we will promptly forward your details to the relevant department. Considering our records indicate the necessity for and successful completion of the DPF clean, a refund will not be issued. Kind regards, The Aftercare Team C. Good morning thank you for the reply. I understand why these sensors were replaced, but my point still stands, I have paid for a 'premium diagnostic', the point of which is to find the solution to problem of the engine light coming on and the associated codes. This hasn't happened. If another sensor is potentially the problem why wasn't this tested? If more diagnosis is required why am I paying for it if you missed in the first two visits? The engineer took very little time testing for problems, certainly was not worth the £150 +£99 premium. As you can imagine £1200 + unknown further costs to resolve what you have missed in these diagnostic tests is getting far too expensive versus the value of the car. To resolve this, I feel you should at the very least refund everything other than the cost of the two sensors and the DPF clean, as you have not delivered an acceptable service. I don't believe any of you as individuals would accept this situation if it happened to you. I will of course review any counter offer you have to make to resolve this. But I think I have a good case to ask the credit card company to charge back under a section 75 as I have not received the service I was paying for. Look forward to hearing from you Good afternoon, Hope you are well. Our senior management has rereviewed your claim. Thank you for your patience while they investigated the matter. Our engineer visited your vehicle on 01/05/2024 to complete a DPF premium clean. When our engineer checked the live data during the diagnostics it was noted that both the DPF pressure sensor and temperature sensor was reading out of tolerance. As part of the first process as a blocked DPF can cause erratic readings, we cleaned the DPF as this had a confirmed blocked reading of 33.8Mbar. This was completed successfully going down to 2.9Mbar. As the live readings were still showing out of tolerance, the next step is to have the DPF pressure sensor and temperate sensor replaced. These parts were replaced on 20/05/2024 and was reading in tolerance after replacement. We also rechecked your DPF and this was still reading as clear at 3.2Mbar. Your latest diagnostic codes shows a fault related to the particular matter sensor which would require further investigation and potential replacement. Please note, although this fault code was present during our visit, the above issues would cause this fault to appear on the vehicle. This is why the first steps are to rectify the above issues as we do not want to recommend unnecessary work to our customers. If the fault code was to return, we would then advise further investigation. Unfortunately, as the above work was deemed necessary and there was no fault with our workmanship, we will not be offering you a refund. However, as a good will gesture, we would like to offer you 2 complimentary additives. Please let us know the address we will be posting them to, and we will get this arranged for you. Kind regards, The Aftercare Team"
"Hi aftercare team, So you’re basically saying not your problem and not covered by your warranty? Absolutely not good enough. You cleaned it, fitted a part and worked for a couple months now it’s doing the same thing… how can you honestly think it’s not down to you to sort it? I went with you guys as you’re meant to be a specialist and a reputable company. The van has stunk every morning/turning on since you guys done the work, I paid a premium price which includes ‘warranty’ but of course you state it’s not covered under warranty without even seeing it in person! I politely but strongly advise you rethink these initial thoughts or I will most certainly be taking this further.","Good Afternoon, Thank you for your email. It is with regret that we must inform you that the warranty associated with your DPF clean has expired. Please note that the warranty coverage extends solely to the DPF pressure sensor, which is covered under a 12-month warranty period. We would like to bring to your attention that at the time of fitting the DPF pressure sensor, your DPF was still indicating a clean reading of 2.8Mbar. This serves as an indication of the success of the DPF cleaning process. However, it is not uncommon for new faults to manifest in a vehicle subsequent to a DPF cleaning procedure. As previously mentioned, we highly recommend seeking the services of a local garage to conduct a thorough investigation of the fuel vaporiser and, if necessary, consider its replacement. Should any faults arise with your DPF pressure sensor, please do not hesitate to inform us, and we will be more than happy to investigate this matter under warranty. Should you have any questions or require further assistance, please feel free to reach out to us. Kind regards, The Aftercare Team"
"Good afternoon Although I appreciate and anticipated the response I do need to clear the fact that a mechanic had not looked at my car he only got the codes and at no point did he lift the bonnet prior to you visit ! After your mechanic did the clean and it had made no difference at all did I then take it to be looked at in a garage and it was assertained very quickly that the pressure wasn’t high enough due to the split hose and that a clean wasn’t needed . I also have them the readings from prior to your visit and after your visit. I have to say that before even contacting yourselves I did feel I knew that the response would be as it is and I am very disappointed . I feel that as a women I have been taken advantage of and it’s not acceptable, but in the same moment I feel that it should be common practise to look at other possible causes such as a very visible split hose before completing the clean . I would then expect to pay the deposit but not the rest for work that clearly wasn’t needed . I have also since your last email response sort advise and will be taking this matter further as I feel I did not get the service that I expected from a company that I should of been able to trust and albeit if the booked in work wasn’t carried out and the charge would of been less so profit for you lower , honestly and a thorough service is what I expected. I would like the direct contact information for senior/director of the business so that they can be included in the complaint procedure and aware of the situation . I will also forward the authority for a named person to speak and deal with this matter on my behalf . I look forward to hearing from you .","Good Afternoon, Thank you for your recent communication. We sincerely regret to learn that you remain dissatisfied with our response, and we appreciate the opportunity to address your concerns in a comprehensive manner. In response to the concerns raised, our engineer, as indicated in the report sent to you, observed a blocked status of your Diesel Particulate Filter (DPF) through our manometer readings. In accordance with our protocol, when a DPF blockage is identified, our engineers proceed with the necessary DPF clean. During our visit, our engineer did not detect any signs of a split pipe. However, it is not uncommon for new faults to manifest once the DPF has been cleared. To facilitate further communication and ensure your concerns are thoroughly addressed, please find below the contact details you requested: Steve Knight - Legal Representative Email: steve.knight@autoassistgroup.com If you require any additional information or if there are specific aspects you would like to discuss further, please do not hesitate to let us know. We are committed to resolving this matter to your satisfaction."
"The aftercare team, I am not sure what you are talking about in this email, i.e. 32Mbar to 4Mbar, what does this mean ? The DPF pressure sensor was replaced by a local garage but I am not sure whether the programming procedure was undertaken as they kept saying I have to go back to the ones who made the cleaning as they still see some black smokes when engine was reeved up with the dashboard keep displaying ‘drivetrain’ lights, even when cleared by the local garage. Can you not simply do this programming procedure yourself so as to know right away what seems to be the problem ? Otherwise we shall be simply exchanging emails without resolving something. I do not think going to your workshop located in Rochester, Kent from Kettering is a good option for me. I understand part of the warranty on this job is to clean again whenever issues, such as black smoke is still showing and obviously the ‘drivetrain’ light is still showing off and you can come again to my place for this purpose. I am certainly hoping this shall be dealt with ASAP in accordance with the guarantee on the work done. Although it looks like this has been dragging on for how many weeks now and my peace of mind is certainly affected every time I use the car and can still see the dashboard showing the same supposedly error. Hoping for your immediate attention on this matter.","Good afternoon, Thank you for your email. Before we complete our DPF cleans we take a manometer reading to confirm if the DPF is blocked. Your vehicle was showing a reading of 32Mbar which confirmed your DPF was blocked and required a clean. Once our clean was completed the reading was 4Mbar. This confirmed our clean was successful. If you would like us to carry out the programming of the new sensor, this is a service we can carry out for you at an additional cost of £120.00. Please let us know if you would like us to have this arranged. It is important to note that a blocked DPF is usually a symptom, not the fault. It is the result of a problem elsewhere with the vehicle. Cleaning a DPF should not be done in isolation; whatever is causing the blockage should always be addressed or it will become blocked again. This is not because the DPF cleaning process has failed, but because the root cause has not been addressed. The warranty covers our DPF clean and our records show this has been completed successfully. For full details of your warranty, please see page 3 on the report. We advise your vehicle needs further investigation in a workshop environment to find the root cause to why your vehicle is experiencing the below. Kind regards, The Aftercare Team"
"Dear Sirs, Your opinion on what is successful differs vastly to what I (and any normal consumer) regard as ""successful"". I brought you a 2020 Range Rover Evoque that had just been serviced by Sytner Land Rover, some 7 days prior. The Engine Management Light came on shortly after the service and gave a fault code for an over-sooty DPF exhaust unit. The error code displayed was again confirmed by your own engineer as a sooty DPF exhaust unit. Before engaging your services, I carefully read your website and it clearly states in the FAQs: Q. Do you provide a warranty for repairs? A: Yes, all our repairs come with a warranty, giving you peace of mind and ensuring that your vehicles are well-maintained. In addition to this, your booking confirmation email states that the service I paid £298.80 incl. VAT for (invoice number 9046) included: Service: Trade Clean • DPF Trade Clean • DPF Diagnostic Check • Before & After DPF Cleaning Report • 14 Day Warranty The engine management light came back on within 72 hours with the same error code. Your service was not successful otherwise the engine management light would not have come back on displaying the same error code. I cannot sell my car displaying the engine management warning light as the DPF fault still exists. Now bizarrely, you are suggesting that I take my car to a local garage that has no connection or business affiliation with yourselves and pay them to complete a job that you failed on. Your 14 day warranty has completely been ignored and it appears that you wish to keep my money despite providing me with a failed service - the engine management light has come back on with the identical fault and I notified you on 16th April 2024 via telephone (within 14 days of the failed ""repair"" taking place). Fortunately, there are laws here in the United Kingdom protecting consumers from this sort of malpractice - trading standards etc. It would seem now that you are deliberately giving me the run around despite statements on your website ""We believe that our client's success is our success, which is why we focus on building long-lasting relationships with our clients based on trust, honesty, and mutual respect"". None of the above is true. I hereby give you formal notice that if a refund is not received within the next 7 days, I will hand the matter over to my solicitor and will pursue you in the small claims court (plus costs) and we shall let a judge decide on what is deemed correct and fair. If necessary, I will pursue this matter and will effectively issue proceedings to: Auto Assist Group, 111 New Union Street, Coventry, CV1 2NT. I find it shocking that you think it acceptable to keep £298.80 of my money for a failed service that you clearly state comes with a two week warranty, contradicting your own two week warranty policy. Upon reading your latest email, I am now convinced that your whole business is run by dishonest charlatans.","Good afternoon We regret to learn of your dissatisfaction with our service. During our visit to your vehicle on 05/04/2024, the DPF exhibited a blocked reading of 15.7Mbar, which was subsequently reduced to 4.9Mbar following the completion of our standard DPF cleaning process. Our engineers are trained to document all work undertaken, and for your reference, we have provided a link below showcasing the before and after readings: https://vhc.report/yn1ydsj/RA69NFM The documented readings affirm that our standard DPF cleaning procedure was carried out effectively, yielding satisfactory outcomes. As outlined on page 3 of our report, our warranty encompasses the DPF cleaning service and our workmanship. Based on the information you have provided, there appears to be no fault with either. Additionally, our report stipulates that all recommended remedial actions must be implemented; failure to do so renders the warranty void. Our engineer advised that further investigation would be warranted should the fault resurface, a diagnosis that was reaffirmed by our master technician upon a second review. Given that our records indicate a successful DPF cleaning, we are unable to issue a refund. In light of the continued issue with your DPF, we have liaised with our workshop in Rochester, Kent, to arrange for the necessary further investigation. As a gesture of goodwill, we are prepared to offer a reduced hourly labour rate of £80.00 + VAT (regularly £120.00 + VAT). Please inform us if you would like us to proceed with coordinating this investigation for you. Kind regards, The Aftercare Team"
"This motorway driving was done before I made the claim.  I also understand I was told to do a motorway run once a month not once a week as you now say.  I wish, with respect to my claim ,  that your engineer fixes the reoccurred issue.","Good afternoon, Thank you for your email. We have attached a copy of your report for you. On page 1, our engineer has advised ‘advised customer to take vehicle on the motorway once a week for 40 minutes to help prevent the issue reoccurring’. Unfortunately, without fault codes, this limits us to being able to identify the root cause of the issue. If you are still experiencing issues with the vehicle after the long motorway run, we advise the next step to take your vehicle to a local garage to have further investigations. If you would like us to carry out the investigation in our workshop based in Rochester, Kent, please let us know and we will get this arranged for you. Kind regards, The Aftercare Team"
Why wasn't I quoted for this fault at time of doing the sensors? I was told the sensors would clear the fault? If I take it to a garage they will charge me a diagnostic fee again so can you quote for this fault?,"Good Afternoon, Thank you for your email. Enclosed is a copy of your comprehensive report. Notably, on page 1, under advisory/comments, our engineer highlighted a concern with the cool air charger. Regrettably, due to the nature of this issue, it necessitates investigation within a workshop setting and is beyond the scope of our engineer's capabilities for roadside assistance. Consequently, no quote was provided for this specific work during the initial assessment. If you wish to proceed and would like us to provide you with a quote for the investigation and potential remedial work at our workshop in Rochester, Kent, kindly inform us. We will promptly forward your details to the relevant department to facilitate the necessary arrangements. Should you have any queries or require additional information, please feel free to reach out. Kind regards, The Aftercare Team"
I am sorry but that just isn't good enough. The original fault I spoke to your department about is still there. If you don't try and sort the problem out you leave me no other choice than to speak to a solicitor as I have paid for your firm to stop the smoke from my exhaust which you have not done. You assured me that the vaporiser would sort it out. This is not the case. In regards to the O2 sensor this is being sorted by the garage i purchased the van from. I have also contacted the RAC about my circumstances and they will take the case forward for me as you keep fobbing me off. I came to your firm as it was recommended to me however I am not sure I would recommend you. The RAC couldn't believe you asked me to use a diagnostic scanner. Their reply was how many normal people have one of these its a tool for mechanics and auto electricians not the general public. I await your response before I start proceeding further as i would like to give you a chance to rectify this. I think I am being very patient and fair with you.,"Good Afternoon, We regret to learn of your dissatisfaction with our previous response. Our engineers provide assessments based solely on the information available from the vehicle during the time of inspection. During our visits on 29/01 and 07/02, the only identified issue was with the fuel vaporiser, and the diagnostic indicated your DPF was reading clear. To thoroughly investigate any potential concerns, it is imperative that we have access to the latest diagnostics from all our customers. This helps us discern whether any issues stem from our workmanship or if there are new underlying problems with the vehicle. To facilitate this process, we offer a user-friendly diagnostic scanner that connects to your phone via an app. Typically, there is a fee associated with this device; however, as a gesture of goodwill, we will provide this tool to you at no cost. Please confirm your acceptance of this offer to facilitate the warranty process, and we will expedite the shipment of the diagnostic scanner to you promptly. Kind regards, The Aftercare Team"
Good afternoon I am very disappointed that you are not prepared to try preform another clean of the DPF when the DPF seems to be the issue. I don’t fully understand why this is not a valid warranty claim? I have spoken to citizens advice and they have advised me to come back to you and not let another party do anything to the van in case this would affect the warranty supplied by yourself.,"Good afternoon, We regret to learn of your dissatisfaction with our response. I understand your concerns regarding the warranty coverage. Please be advised that our warranty encompasses the DPF clean and our workmanship. The fact that you have utilised your vehicle for 98 days post our clean serves as evidence of the successful DPF clean, as supported by our before and after readings. However, I regret to inform you that our warranty does not extend to cover new fault codes, as elaborated on page 3 of the warranty document. Our master technician recommends that you take your vehicle to a local garage for a comprehensive investigation into the P242F fault code. Kind regards, The Aftercare Team"
See attached details of work we had to have carried out after your operative treated the vehicle   The DPF was burnt prior to the treatment which should not have taken place and your operative sholuld have picked up,"Good morning, Thank you for giving us the opportunity to investigate the matter. Upon reviewing the details, we acknowledge that when our engineer visited your vehicle on October 31, 2023, the initial blocked DPF reading was confirmed at 41Mbar. Pre-cleaning assessments did not indicate any apparent issues that would compromise the effectiveness of our cleaning service. However, following the cleaning attempt, the readings were only marginally reduced to 38Mbar. Given the challenges encountered in achieving a significant decrease in the Mbar reading, our engineer recommended considering a potential replacement for the Diesel Particulate Filter (DPF). Detailed notes on this matter are available in the attached report. The information you have supplied aligns with our initial diagnostics, confirming the accuracy of our assessment. Regrettably, as the challenges encountered were not attributable to any fault on our part, we regret to inform you that a refund cannot be offered in this instance. We appreciate your understanding and cooperation in this matter. If you have any further questions or concerns, please feel free to reach out. Kind regards, The Aftercare Team"
"Thank you for your message. When we first contacted you it was for you to wash out the DPF filter and that this would cost £150. Your engineer didnt clean out the filter but identified a sensor problem which would cost £168, which you have replaced. The problem still exists and the filter still hasnt been washed out. I do feel that this is still a problem","Good afternoon Thank you for your email. The DPF cleaning procedure was not initiated on your vehicle on 12 August 2023. This decision was based on the diagnostic findings at the time, which showed a DPF pressure reading at an optimal 1.2Mbar, indicating no blockage. We uphold a strict standard where our engineers are directed to refrain from conducting unnecessary procedures. Thus, a preliminary diagnostic assessment is always performed before any maintenance or cleaning work is undertaken. The data you've provided suggests that the challenges you are currently facing with your vehicle do not pertain to the services we rendered. It appears there might be an underlying issue distinct from the DPF's function. We'd like to emphasize that the scope of your warranty specifically covers the DPF pressure sensor. Any external or underlying issues fall outside this warranty coverage. Should you require a comprehensive diagnostic examination to further explore the root of the difficulties you're experiencing with your vehicle, please inform us. We would be more than willing to facilitate this, though there would be an associated fee. Kind regards, The Aftercare Team"
"Hi First & foremost thank you for you email, when I first contacted you as regarding the DPF on my vehicle, you sent a date and time when the technician called out, however I agreed to pay you £400+ for your services, and paid £250 up front with payments to follow, also the money I paid was for hopefully A LONG TERM FIX, BUT wasn't the case because my coil light & EML came back on after only 3weeks and has been back on since, My vehicle IS my living, and as you know time is money & I'm self employed, I've been quite patient on this case, so I would like you to sort this out ASAP you have the fault codes and I have ordered a fuel regulator with a gasket, however for me to travel to Rochester is a 4hour journey if you are prepared to pay for my fuel & a possible overnight stay I haven't got a problem taking it there, Is there a garage you use in Cardiff ? If not I can get the regulator fitted THEN your technician can call out asap to fix the other issues, and as regarding the 2 tins of fluid that I was supplied with to put in the fuel tank on a full tank well they were in my eyes a waste of money it done Nothing to improve my engine, so can you make this request to sort this out once and for all,","Good afternoon, Thank you for your email. Upon reviewing our records, it appears that the DPF cleaning process carried out on your vehicle yielded successful results, as evidenced by our before and after readings. It's essential to recognise that a blocked DPF is often symptomatic of an underlying problem within the vehicle, rather than being a fault in itself. Cleaning the DPF should not be viewed as a standalone solution; rather, it should be accompanied by addressing the root cause of the blockage. Failure to address the underlying issue may lead to a rapid recurrence of blockages, not due to the inadequacy of the DPF cleaning process, but because the root cause remains unaddressed. Regrettably, I must clarify that we currently operate only one garage facility, located in Rochester, Kent. We do not have a presence in Cardiff, and as such, we are unable to offer reimbursement for travel expenses, such as fuel or hotel stays, associated with visiting our workshop. Should you continue to experience issues with your vehicle following the completion of the advisories, please do not hesitate to inform us. Kind regards, The Aftercare Team"
"Hi, Thanks for your email, However after the subsequent DPF treatments / cleans I’ve had from yourselves, it was advised by your mechanics that it was a pressure sensor issue. I then had the pressure sensor replaced, however still have the same problem, therefore feel this is very unfair that you believe that this falls outside the warranty, so can you please advise on this?","Good Afternoon, Thank you for your email. Regrettably, during our recent inspection of your vehicle, the DPF readings indicated a blocked DPF, prompting our engineer to perform a successful cleaning procedure. Additionally, the engineer identified that the DPF pressure sensor was reading out of tolerance, necessitating a replacement. At the time of our visits, no fault codes were detected concerning the throttle body. However, it is not uncommon for new faults to manifest during vehicle usage. It is important to note, as outlined on page 3 of the report, that new fault codes arising post-service are not covered under our warranty. To address the situation comprehensively, we offer two options for your consideration: Arrange Investigation: If you wish, we can promptly arrange an investigation into the fault, ensuring a detailed analysis by our expert team. Local Garage Inspection: Alternatively, if you prefer, you may choose to take your vehicle to a local garage of your choice. Your satisfaction is our priority, and we are committed to facilitating the next steps based on your preference. Please let us know your decision or if you require any further information to assist in making an informed choice. Kind regards, The Aftercare Team"
"Good Afternoon, Thank you for your email. When my DPF was cleaned I was advised to change the throttle body as this was the problem, which I have done so. My father actually replaced this, he has been a  qualified mechanic for over 30years. Please tell me why you are not dealing with this issue?  I have spent over £800 on my vehicle and it still has the same message coming up? I am still in warranty so someone needs to come and see my vehicle please.","Good afternoon, Thank you for your email. Our records indicate that the DPF cleaning performed on 26/03/2024 yielded positive results, with a significant reduction in Mbar readings from 14.6 to 2.6. However, your latest diagnostic codes still indicate the presence of the fault code P0234, which is associated with the throttle body. This suggests that the vehicle is still detecting an issue with this component. It is important to note that the presence of this fault code can trigger dashboard warning lights, induce vehicle limp mode, and potentially lead to the reblocking of the DPF. If the throttle body was installed correctly and the part itself was not faulty, this fault code would not persist in the vehicle's system. While our warranty covers the DPF cleaning and our workmanship, it does not extend to cover remedial work. Therefore, we strongly advise further investigation into the throttle body to address this ongoing issue effectively. Kind regards, The Aftercare Team"
"Hi I was not informed of this fault code when the technician was there how come he did not inform me and how come I have no fault codes when I have checked and furthermore how come I just got it serviced regardless of it not due for another 500miles and Mercedes did not find any fault codes either so I don’t know where the technician has got his on from , you just don’t want to adhere to your warranty and I find your services very bad and have just taken a lot of money of me and not solved my problem and now trying to pass me on to other garages so as you don’t have to deal with your lack of service I will be forwarding this issue to the national ombudsman for further investigation and will be advising on your website for people not to trust your services as you give false pretence on your warranty and are not genuinely helpful","Good afternoon, We are sincerely sorry to learn that you are not fully satisfied with the service provided. Upon reviewing your concerns, we would like to address the matter comprehensively. On 15/03/2024, our engineer conducted diagnostics, revealing fault code P0171, which you can also find documented in your report and accessible through the following link: https://vhc.report/nspyado/SF68LDX As part of our standard protocol, our engineers are required to meticulously document their work, including capturing photos of the tasks performed. It is crucial to note that the service you purchased is our premium DPF clean, which was successfully executed, resulting in a substantial improvement from 14Mbar to 7Mbar. Additionally, we advise our customers to consider an oil and filter change when a DPF blockage is confirmed, as this can contaminate the oil. It is imperative to recognize that a blocked DPF often serves as a symptom rather than the root cause of an underlying issue within the vehicle. Merely cleaning the DPF in isolation may provide temporary relief; however, without addressing the underlying problem, recurrence is likely. Therefore, we strongly emphasize the importance of conducting further investigation to identify and address the root cause of the blockage. In light of this, we recommend taking your vehicle to a local garage for a comprehensive investigation to ensure all underlying issues are addressed effectively. Kind regards, The Aftercare Team"
"Dear Aftercare Team, Regarding your previous reply to my enquiries, I am not satisfied with your response. I have spoken to several garages now and egr/carbon/dpf specialists and they have informed me that with the fault codes showing does not effect the issue of cleaning the dpf.  The issue of engine warning light regarding egr and turbo has been checked out and cleaned previously by hss in glasgow, the issue raised by them was that the dpf is partially blocked and I should not drive the vehicle and have it cleaned then reset codes as all these issues are linked and not all the codes relate to actual issues. The dpf warning light has been coming on and off intermittently that's why they raised the issue, plus they said engine warning light could possibly be a sensor malfunction. So the issue is you have taken £150 non refundable deposit, but sent someone out who is not qualified or knowledgeable in this matter. This shows that your company is just a cowboy outfit, you have taken a deposit and still not sent out a receipt for the deposit. You have made an excuse that because of warning codes your not able to carry out this work, when I can confirm from several sources (mechanics and specialists) that those codes will not effect the cleaning of dpf filter. All I wanted was for you to send someone out and have my dpf filter cleaned out, as every place I have taken vehicle has confirmed its either partially or completely blocked and your so called engineer plugged in his same code reader and has made an excuse that the dpf is fine and does not need cleaned out and the real issue is these other fault codes. Now that this has been going back and forth for several weeks  and the vehicle with issue is used as a taxi, I have had to get it sorted by another garage. So I would like you to refund me my deposit, as there no point asking you to complete the issue as it has now been resolved now. I would like to give you the opportunity to refund the deposit and all matters will be resolved i next 5 working days, or my next step is to inform my bank and force a refund. And also due to the unprofessional service I have received I will be forced to Inform trading standards and post on social media.","Good afternoon, Hope you are well. We wanted to provide you with an update regarding the investigation of your claim by our master technician and senior management. Your patience throughout this process is greatly appreciated. During our assessment, our engineer conducted a visit to your vehicle on 13/01/2024 to perform a premium clean. However, upon initial diagnostics, multiple issues, particularly with the turbo and EGR, were identified. Details of these faults can be found in the report: https://vhc.report/wve57aj/GJ17FCM It's important to note that our engineers conduct these initial diagnostics not only to assess the blockage of the DPF but also to ensure the safety and suitability of conducting our cleaning procedure. Failure to address these underlying faults will result in the DPF reblocking, further complicating the situation. Therefore, our engineer advised prioritising the remedial work before proceeding with the clean. After careful consideration of the engineer's observations and review of the documentation by our master technician, we stand by our decision to refrain from carrying out the clean. The charge for the £150.00 diagnosis completed on the day will be non refundable. Kind regards, The Aftercare Team"
"Hi there, This is simply unacceptable and such feel i am being treated unfairly, as you have seen from the code stating its still a DPF problem P2002, I followed the technical instructions from the technician after the clean and have been advised that the temperature sensor wasnt present before then it has to be a result of the DPF. So as a result I would either accept another visit to try again or a 50% refund. I would like this settled by the end of the week.","Good Evening, We appreciate your feedback and regret any dissatisfaction you may have experienced with our response. Unfortunately, it's not uncommon for new issues to arise post-cleaning, as the vehicle's focus shifts away from the previous blockage, allowing detection of underlying root causes. In an effort to provide transparency and address your concerns comprehensively, we have attached photos from our visit on 01/02/2024, which includes before and after readings of the clear DPF: https://vhc.report/edfouvk/HX63NWM It's important to reiterate that while we stand behind the quality of our DPF cleaning service, our warranty specifically covers workmanship-related issues. Regrettably, new fault codes not present during our visit are not covered under the warranty. Consequently, we are unable to offer a revisit or refund at this time. Please don't hesitate to contact us for additional assistance or clarification. Kind regards, The Aftercare Team"
"Hi, Thanks for your reply. I was sold a service to clean and clear our DPF error on our vehicle. You came out and cleaned it on the first occasion, then you had to re-visit to do the same again after the DPF light came back on and the vehicle went back into limp mode. After your second visit the day after the vehicle went back into limp mode and DPF light back on. I will give yourselves 24 hours to rectify the issue of the funds. Failing that I will start the process with the credit card company to reclaim my money from yourselves. You have provided me with a service that has not met what you promised.","Good Morning, Thank you for your email. As previously discussed, it is essential to understand that a blocked DPF often serves as a symptom rather than the primary issue within the vehicle. The illumination of the DPF light does not necessarily indicate a blocked DPF, but rather signifies an underlying issue elsewhere in the vehicle that requires attention. The service you availed of was specifically for a DPF clean, and our records indicate that this service was carried out to a satisfactory standard. Regrettably, after careful consideration of the circumstances, we must inform you that we will not be able to offer a refund in this instance. Additionally, we regret to convey that we are unable to provide further assistance in this matter. Kind regards, The Aftercare Team"
"I’ve completed the advisories IE the sensor and filter myself. Why would I pay someone so much to do these little jobs. The filter hasn’t been cleaned your end and you need to do it. I no my rights. If you would like me to investigate the DPF hasn’t been cleaned by yourselves from a garage I’ll provide the proof to trading standards, and I’ll progress a claim against yourselves. Regards Neil","Good afternoon, Thank you for your email. Our records show your DPF was cleaned successfully from soot going from 26.8Mbar to 4.2Mbar The DPF pressure sensor will require being programmed into the vehicle and a regen completed after. Can you confirm you did his when you changed the part? If not, the vehicle will be still reading the old sensors data. We also advised the codes P246F and P2459 needed further investigation. Can you please show this has been completed? Kind regards, The Aftercare Team"
I don't need this product KLEEN AAGI CLEANER DPF INDUSTRIAL CLEANER £88. I want to return it to you and deduct it from my balance. If you don't want to accept my deal I will cancel the remaining payments.,"Good Afternoon, Thank you for your email. The KLEN AAGI CLEANER DPF INDUSTRIAL CLEANER is the chemical we used during our clean. Unfortunately, we will not be able to refund this as our records show the DPF clean was done successfully. If you would like to return the free KLEN AAGI REGEN AID DPF REGENERATION AID and KLEN AAGI DIESEL TREATMENT DIESEL FUEL SYSTEM CLEANER additives, please let us know. There will be no refund if you return these items. Kind regards, The Aftercare Team"
"Good afternoon, As you can appreciate, in the 3 weeks that the flush was completed, I have not had the opportunity to complete any of the advisories on the report, as the wheels and oil change were not imminent issues. The oil dilution, as an advisory wasn’t too pressing as it wasn’t particularly high, as we had it all replaced last year when I had the premium gold dpf service with yourselves back in August 2023. I was planning to get it serviced in May. I would appreciate this dealt with as quickly as possible, as I’m back at work in monday.","Good Morning, Thank you for your email. The presence of diluted oil may hinder its ability to complete a regeneration cycle, irrespective of adhering to the prescribed driving style. As stipulated on page 3 of our report, it is imperative that all advisories are duly addressed to validate the warranty coverage. Should you wish to receive a quotation for an oil and filter change, kindly inform us, and we will promptly forward your details to the appropriate department for further action. Kind regards, The Aftercare Team"
"Thanks for this, Firstly I was assured by the technician that having the pressure sensor changed would solve my problem, as I was reluctant to have it changed as I had previously had a new one fitted in October last year. Secondly I had a new adblue injector fitted by Citroen in January 2023 I had told all this information to your technician. I came to you as you are supposed to be specialist and nobody else has been able to help me with this ongoing problem. I thought my problems were over when I was told the pressure sensor would solve it, if I knew it might not I wouldn’t have spent the extra money having it done, all I am doing is throwing money at the problem with no sign of a solution. Are you paying for me to take it to a garage or is that more money I need to spend with another company that might be able to help? I am fed up of all the it might be this it might be that.","Good afternoon, We regret to learn of your dissatisfaction with our service. Upon reviewing the details of your DPF maintenance, it is evident that the service was necessitated by the Mbar reading of 62.1 and the out-of-tolerance reading of 0.2 on your DPF pressure sensor. In response to these findings, our engineer conducted a premium clean and replaced the DPF pressure sensor to address the underlying issues. We are pleased to note that following these interventions, the fault no longer resides with a blocked DPF and sensor, indicating the successful completion of the required work. However, we acknowledge the presence of further issues with your vehicle that require investigation. Please be advised that as per our warranty terms, further diagnostics are not covered, and therefore, we are unable to cover the associated costs. We strongly advise taking your vehicle to a local garage to conduct further investigation. Kind regards, The Aftercare Team"
"Good afternoon, I only learnt of this information after I had paid. Your company know full well and after my own research, that this service cannot be carried out roadside..,? as advertised. I were told thereafter that you do not remove PDF on a roadside location so therefore I would like you to confirm how you would have carried out the process...? Look forward to hearing your reply.","Good afternoon, With over 13 years of industry experience, we have established ourselves as leaders in the field of DPF maintenance, servicing more than 6,000 vehicles annually with a high success rate in on-vehicle cleaning procedures. Our method involves accessing the DPF unit directly via the DPF pressure pipe, allowing us to effectively address blockages and restore optimal functionality. In cases where a DPF is found to be excessively blocked and unable to undergo on-vehicle cleaning, our standard protocol involves recommending an off-vehicle cleaning procedure, conducted at our workshop facility. It is important to note that the determination of whether an on-vehicle or off-vehicle cleaning is necessary can only be made following a thorough diagnostic assessment during our service visit. Should you have any further enquiries or require additional information regarding our DPF cleaning procedures, please do not hesitate to reach out to us. Kind regards, The Aftercare Team"
You have to clear the DPF blockage as per your condition you don’t cleared my dpf properly all the other problems I will manage please clear my dpf filter with in 2hours how can the Dtp get full that’s not logical thing,"Good morning, Thank you for your email. Our records show the DPF was cleaned successfully on 02/05/2024 going from 92.5Mbar to 3.8Mbar. As stated on page 3 of the report, point C, new fault codes are not covered under the warranty. We strongly advise getting the below investigated as soon as possible. Kind regards, The Aftercare Team"
"Hi How do you account for the discrepancies in your report that states the soot content was reduced to just over 3 (if that were the case the engine maintenance light would not of come back on ) the garage reports still show a reading off over 18 which suggests what you did, did not work? So could you explain please ? How do I have any confidence that the EGR does need attention when the sensor did not need replacing ?  What actually is the point of your warranty … ? I am extremely dissatisfied at spending a huge amount for no result.. I am considering my next steps and will take advice but if you could respond to the above questions that would be much appreciated.","Good afternoon, Thank you for your email. Our records show your DPF was cleaned successfully on 08/05/2024. All our engineers are required to take photos of the work carried out on the day. For you records please see the report below which shows before and after readings: https://vhc.report/50dh3p0/OV15XWU The reason our engineer advised having the DPF pressure sensor replaced was due to the readings being out of tolerance at 1. This as well as a blocked EGR cooler will cause the lights to return to the dashboard. It is important to note that a blocked DPF is usually a symptom, not the fault. It is the result of a problem elsewhere with the vehicle. Cleaning a DPF should not be done in isolation; whatever is causing the blockage should always be addressed or it will become blocked again. This is not because the DPF cleaning process has failed, but because the root cause has not been addressed. The warranty covers our workmanship. Our report states all advisories must be completed otherwise your warranty will be invalid. We strongly advise having the EGR cooler taken off and cleaned at a local garage. Kind regards, The Aftercare Team"
"I am not sending the report. The issue I have with you is you completely missold  the ‘product’, your engineer arrived and didn’t have any discussions about fault codes etc, what’s the point of carrying out a diagnostic report if it’s not shared! I am still waiting for the refund.","Good afternoon, All information regarding the diagnostics carried out on 19/04/2024 can be found on the attached report. This is why we complete a full technical report for our customers so they have a record of the works carried out. On this report you can find the before and after readings of our clean as well as current fault codes and advisories. The reason our workshop has offered a complimentary diagnosis is because it is not uncommon for new faults to appear on a vehicle or intermittent faults to become permanent while the vehicle is being used and the ECU is no longer focusing on a blocked DPF. We have taken on your feedback regarding discussing the report and findings with the customer while on site and will bring this to managements attention to discuss with all engineers. As our records show the work was carried out successfully, unfortunately, we will not be offering you a refund. However, as a good will gesture, we would like to offer you 2 complimentary additives. Please let us know the address we will be posting these out to and we will get this arranged. Kind regards, The Aftercare Team"
After tacking advise your warranty is up for scrutiny you mention new codes have a paired There is no mention in your warranty that if this happens your warranty is invalid you are using different excuses not to clean the pdf I would hope you would look at your warranty again as a customer I would expect you to do the right thing if not I will go to small claims court were a inpartial judycater can look at this case,"Good afternoon, Thank you for your email. We have attached a copy of your report. As stated on page 3 point C new diagnostic codes are not covered under the warranty. Our warranty covers our workmanship with the DPF clean. If you need further clarification, please let me know and we are happy to assist. Kind regards, The Aftercare Team"
"Very helpful. I’d have thought if it was due to the nox sensor, the part you’ve changed, it would be covered. Typical, find a loop hole and Dodge a call out. Excellent customer service. Cheers.","Dear Mr Erskine, Thank you for your email. The code present is not the code related to the part we have replaced. This is why we have advised taking the vehicle to a main dealership to investigate further into the issue. If you are still experiencing issues after the investigation, do let us know. Kind regards, The Aftercare Team"
"Good Evening, Following on from my phone conversations today with your team, I am mailing details for you to review as suggested by Kieron. We signed up for your DPF Clean service following recommendation by our mechanic who had used you in the past. I opted for the Premium Service before booking when discussed with your team (may also have been Kieron). Although we had never seen the DPF lamp on before, it came on and flashed on my way to the garage to assess loss of performance and smoking. It was quickly followed by multiple dash lamps. On diagnostic test our mechanic confirmed a very blocked DPF, too much for him to run bench regen. Your technician carried out a thorough clean out on 17/7 and recommended replacement of pressure sensor as this may have caused the problem by giving incorrect readings and preventing regen from running now it had been cleared. The post DPF sensor reading suggested this may not be necessary though. He also highlighted a need for new tyres spotted when carrying out the work. I ordered a pressure sensor from Subaru and took the car down the road to get tyres filling the valley with smoke, your technician suggested this would happen for a few weeks and recommended giving it a good run at higher revs than normal to clear it out. With new tyres fitted, I later took the car up the hill to our local golf course. It was still not running great and smoking heavily under load but the DPF light came on and stayed on indicating attempt to regen. It then went off so it all seemed to be going the right way. After a few golf holes we decided to try the suggestion and give it a good run for a full regen test. After 5-10 miles still smoking and still not performing well the DPF light came on flashing again quickly followed by a load of other dash lamps again. At this point we were near to our mechanic so we drove to his yard and left the car there. On diagnostic test our mechanic confirmed the DPF is significantly blocked again! He has now spent some time investigating further and found what we now believe to be the cause. This was a split in the hose between turbo and exhaust system. This was what he suspected in the beginning but the usual hose that fails was ok. A replacement hose has now been sourced and fitted so we hope this will prevent further issues. Our mechanic has taken a test drive and the blockage has reduced a bit but not enough for him to do a bench regen. I am hoping you can help us by carrying out another DPF clean under our warranty as the cause seems to have been incorrectly diagnosed by your tests and the advice given led us to a) use the car and recreate the blockage and b) could have cost us £350 for a new pressure sensor that may not be needed.","Good afternoon, Our master technician has reviewed your claim. We have attached a copy of our report. When our engineer visited your vehicle on 17/07/2023 he mentioned how high your Mbar reading was at 200Mbar and informed you the clean may not be successful and can go 50/50 and if fails, to replace the DPF. You informed our engineer you were happy for us to attempt the clean knowing this information. The DPF pressure sensor was an advisory as this can be the cause to why the DPF originally blocks. You mentioned your local garage informed you the DPF is blocked and the hose is now split. Using the vehicle with a blocked DPF can cause the pipe to split. As advised by our engineer, if the clean had failed, which you have confirmed it has, we advise replacing the DPF which you agreed. If you would like us to attempt another clean on the vehicle, we can offer you a 10% discount. Kind regards, The Aftercare Team"
"Good Afternoon, further to your email, dated 30 June 2023, requesting  the report from our garage showing the work that carried out on my Insignia BG13FPE. I have attached a photograph of the invoice I received detailing all the work they did. I also spoke to Mr Darren Oliver this morning in relation to this query.  He said that they did not have any readings but that the DPF was full. They tried a static regen but that was unsucessful, so they completed a ""road"" regen.   He stated that with the air leak, identified by your engineer, any DPF clean undertaken would not last and that the leak should have been repaired BEFORE the DPF clean was undertaken. In fact, if the hose leak had been fixed first the car would have cleared the DPF filter itself without any other intervention.  The garage was in complete agreement with your comment in the second paragraph of your email ""Cleaning a DPF should not be done in isolation; whatever is causing the blockage should always be addressed or it will become blocked again"" As both yourselves and our garage are in agreement that isolated DPF cleaning would have been a complete waste of time why would your experienced engineer have done this as it was a pointless exercise. Please therefore will you pass this on to your senior management for them to investigate. I look forward to a swift conclusion to this matter.","Good morning I am emailing you regarding your concerns since our visit to your vehicle Vauxhall Insignia BG13FPE I have Reviewed the Engineers Report and also the concerns mentioned in your email and I am struggling to identify any fault with our process. As a DPF specialist it is our priority on the visit to confirm the DPF is in fact blocked and requires a chemical clean and also to identify any underlying issues that are causing the blockage in the first place, this is the point of our very detailed Report for our customers. Our engineer correctly diagnosed that your DPF was blocked at 23.3 mbar and he also identified there was fault code P2282 most likely being caused by an air leak along with P0672 glow plug fault. Our engineer successfully cleaned the DPF down to 4.6 mbar and advised accurately on your report that the underlying fault codes need to be investigated this concludes to our very true statement that you highlighted ""Cleaning a DPF should not be done in isolation; whatever is causing the blockage should always be addressed or it will become blocked again"" This statement clearly confirms that there is always an underlying issue causing the blockage and highlights the importance of having the underlying issue rectified, provided the underlying issues are rectified quickly then DPF will not re block. If we were to not clean the DPF until after the advisories are done then we would have to charge our customers another call out fee making the total repair very expensive, this is why as a road side service it is our priority to always clean the DPF and then advise to have the underlying issue rectified to prevent it from re blocking, this has always been our process and it works extremely well. I strongly disagree with your statement claiming that if the Air leak was rectified first you would not have needed a DPF clean, a DPF with 23.3 mbar of back pressure would absolutely not clear by itself. When having remedial works completed that are linked to DPF problems it is standard practise to carry out a road test and regeneration of the DPF to confirm that the system is now functioning correctly, our roadside engineers and technicians in our workshop are all trained to re check and confirm all underlying issues are rectified and the DPF can now regenerate successfully. The fact that your local garage only had to perform a road test regeneration, proves that the DPF was no longer excessively blocked after our DPF clean, if the DPF was still heavily blocked then a regeneration would not have been possible. In summary The above facts prove that your DPF was heavily blocked and our clean and advisories were both successful and accurate, so I consider the mater closed and no further communications necessary. You do still have a 90 day warranty on the DPF clean should any DPF lights return in this time then please do contact us Kind regards The Aftercare Team"
"Hi Dear, I don't know what and how, there, your ""injiners"" check.. but! There is a leak... your injiners have also seen this leak. I've been visited several times. A lot of my time has been spent by you. The leak is located between the tank and the connecting tube. Your engineers, who do not know that, cannot find and eliminate the breakdown, and even remove the guilt from themselves. At least return some money to me, for the fact that (in your words, I filled up a faulty tank) and spent my working time.","Hello, Senior management have investigated your request. The leak you are currently experiencing was not caused by the work we completely on 24/03/2023. They have advised you would need to replace the additive tank or take your vehicle to a main dealer for further investigation. If you would like us to supply you with a quote for the works, please let us know. Taking into consideration the above, we will not be refunding you. Kind regards, The Aftercare Team"
Hi ,"Hello, how may I help you!"