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I have spent with quests both through work and personally for over 20 years and never had a problem. It certainly appears however that a company is usually remembered more for how they deal with a problem. My last car which was brought new from quests 6 years ago (bright yellow Adam and loved by my wife) with a lifetime warranty (no need to visit any other garage) has been in to them twice a year for MOT and service along with several warranty repairs since the day we purchased it with the exception of a tyre change as quest no longer do them. It was observed by the mobile tyre fitter that there were 4 dents in the underside of the car (pointed out to me before work commenced) that had unbeknown to me or my wife likely been there a while. It is clear from videos we all get of our cars on the ramps at Quest that they use blocks, I have those videos in my email inbox, looking back at one of mine, I made, and stand by the claim to Quest that the damage was done while the car was in their care, which they seemed to agree with after I showed them the damage and asked for their insurance details and they directed me to their bodywork repairer to quote for the car to be fixed. Sadly though it seems that the £1200 to pull the sill straight is an admittance too far. And the letter from their legal advisor now tells me ‘it is not for us to prove we didn’t it is on you to prove we did’. I am not unreasonable and have hoped all the way through the difficult to conclusively prove process that Quest would be fair with their assessment of how the car was damaged and I am gutted that after all the good years of dealing with them this is where my wife and I find ourselves. I would advise anyone sending their car in to Quest of the need to thoroughly check the underside of your vehicle for damage when collecting as Quest will (some might say quite rightly) not accept it was them, no matter your need to have never taken your car to any other garage. What’s worse is that a car my wife has looked after and loved since the day she saw it on Quests forecourt now feels broken to her and yes she may well be daft for being so attached to something but I prefer her happy and this whole process has left her sad. I have attached the picture, any advice would be gratefully received, also if anyone finds similar damage to their vehicle or has done in the past.. Karl
Conor Judge from Quest Motor Group Braintree in response to Disappointed
Dear Mr Horrocks, We're disappointed to see you continue to leave us negative reviews. Since you first raised your concerns about the damage to your Vauxhall Adam, they have been taken extremely seriously and the service manager and the director (and owner) of the business have been personally involved in investigating matters. The photos you have posted online are from a Health Check video taken on the last service and show the vehicle being correctly lifted. Our lifts are designed specifically for lifting vehicles, and all of our customer's cars are always lifted using the correct lifting points located on the car. The damage to your doorsill is not consistent with being lifted with a 4-point lift; this was confirmed independently by a professional Bodyshop repairer with over 30-years of experience. We note that you mention that a mobile tyre fitter brought the damage to your attention some six weeks after visiting our dealership, during which the vehicle had covered 679 miles. Given that the bent door sill creating quite some difficulty opening the passenger side door, this is something we believe you could not reasonably have failed to notice immediately, which leads us to conclude that another party caused the damage. Furthermore the major service included fitting a replacement pollen filter, which is accessed through the passenger door, whilst the vehicle is on a ramp. There was no evidence of any damage to the sill at that time. We have serviced tens of thousands of vehicles and hundreds of Vauxhall Adams and have never had a vehicle damaged by incorrectly lifting vehicles on our ramps. We feel our hundreds of great reviews and thousands of happy customers every year demonstrates our professionalism and commitment to delivering excellent customer service. We always take full responsibility where rare but genuine mistakes happen here at Quest Motor Group. We spent quite some time looking into your case. We had an assessment from a reputable and independent Bodyshop before concluding we were not responsible for the damage caused. Yours Sincerely, - The Quest Motor Group Team
Karl in response to Disappointed
Hi Connor I don’t continue to leave negative reviews they were posted across a couple of sites on the same day based my own experience as then I moved on. I don’t consider my problem was taken seriously although Kevin did spend time with me I don’t believe it was ever considered possible to Quests that they were at fault. You say the pads are correctly fitted however I would refer you to the manual that Quest supplied with the car that show the correct location for lifting the car. Detailed more thoroughly I believe because of the small nature of the car and particularly large door openings. I would and will argue that your video shows the pads are too big and misaligned. Referring to Paul who examined the car for the damage, you are taking what he described as doubt out of context as he didn’t have all the information based on your ramps during his initial inspection of the damage, once he did he was fully agreeable that it’s possible the damage was caused by the blocks. I feel you’re painting me as some how unwilling to accept a reasonable explanation from an expert, that’s not the case, the car has been examined elsewhere and determined that pads could very easily damage the underside of the vehicle. For some reason you’ve also suggested that the door is some what difficult to open. It isn’t! Not even in the slightest it has slightly scuffed the paint work. However as explained in my many emails over the 3 months we’ve discussed the damage this is my wife’s car and the passenger door is very rarely used. I’m sure you wouldn’t have passed it’s MOT knowing the door might not be safety accessible with the damage. As for the praise Quests has quite rightly had over their many years in Maldon 1 of those 5 star reviews is mine from a few years ago and I stand by it! I have lived in Maldon all my life my grand parents and parents brought cars from the high street as did I. I have no interest in damaging your reputation only to highlight was I believe is possible and how I feel I was believed when I said the tyre fitter pointed the damage out to me before work started (granted someone more mechanically minded than me might have seen it sooner) and that other than the 1 time someone else touched the car (all services and MOTS and warranty repairs totally £2200 over 6 years) Quest have leveraged that as their reason for leaving me with a damaged car. If the tyre fitter hadn’t pointed it out to me I’d never have noticed so if he had performed the work and then shown me I would have sound reason to believe it wasn’t Quests. But that’s not what happened. Karl
jus bought an ex demo citron c1was very satisfied with the service i got from Rob sales manager very pleasant man i have dealt in the past when i have purchased vauxhalls thankyou i will give 5 stars
Excellent customer service from the team at Quest Motor Group in Braintree, very happy with my Renault Captor. Thankyou for all the help, advise and guidance. Thankyou.
I put on a review of Quest Motors on the website a week ago. I have had a reply to my review and would like to pick them up on their comment. As I said the review went on a week ago. They say I have had contact with Jacqui Frost of After sales. I can guarantee that I have NOT had any such contact. Get your facts right first. My last form of contact from her was in early April as I said in my review. I have NOT had any update since that. I have noted your comments on the claim being a drawn out process,but this was brought to Quest attention in 2018 !! I await your reply. I suggest you speak to Jacqui. I have given up on her.
Just purchased a used Citroen C4 Picasso from the Quest Motor Group in Braintree. From the initial phone call the day before to the wave goodbye as we drove off in the car, we received from Steph "good old fashioned customer service",. Steph could not do enough to help and put us at ease after our early morning drive from Buckinghamshire. Oh, and we received a great deal on the car. It was well worth the early start and 140 mile round trip on the M25 & M11. We would not hesitate in recommending this friendly and efficient family business.
Awful service staff rude and very unprofessional. All about getting more and more money from you for a fault that they should of repaired at a cost of £1800 but didn’t then try to charge you the £90 diagnostic fee to put right there error!!!!! avoid quest motor group maldon.
From the very first phone enquiry the salesman Nathan was very helpful and efficient without being too pushy. I knew exactly what I wanted and had shopped around for a white Vauxhall Viva. Quest not only offered the best price but also the best service. My husband and I had been involved in an accident and my husband had been quite badly injured and although my injuries were significantly less I still felt unable to drive the distance to Braintree to pick the new car up. They made things so much easier by delivering the car to my home. I would thoroughly recommend Quest Motor Group in Maldon to anyone and would also like to thank Nathan for his kindness and help in making this such a smooth purchase.
I have used Quest Motor Group in Essex before and this is the second car I have purchased from them. On this occasion i have purchased a Vauxhall Astra. I have rated them 5 for every aspect of the sale and service. I havent had a single problem during the whole buy. Highly Recommended
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