Facebook pixel

Kwik-Fit's Response to Mail on Sunday Article

Kwik Fit | Monday 13th February 2017 3:50pm

Kwik Fit centre sign

On Sunday 12th February, the Mail on Sunday published an article about the service they received from Kwik-Fit after taking five cars into centres for servicing.  We made a series of recommendations in respect of these cars, the majority of which the newspaper accepted were reasonable, however the article focused on a small number of allegations with which we fundamentally disagree.  We provided evidence to the newspaper to support our case, and offered to re-inspect the cars, however they refused and published the story. It is entirely appropriate and correct that we provide you with further details which counter the allegations made by the Mail on Sunday.

Wheel Alignments

Correctly aligned wheels improve road control and grip, reducing unnecessary tyre wear.

In one of the five cars brought in by the Mail on Sunday, we found that a wheel was out of alignment and advised that it was “ever so slightly toeing”.  As can be seen from the alignment machine reports below, showing the before and after readings, the adjustment we made brought the front toe measurement back within the manufacturer’s tolerance (the report turns from red to green).

Wheel alignment results before adjustments:

Hunter alignment results before

Wheel alignment results after adjustments:

Hunter alignment results after

After the Mail on Sunday advised us of discrepancies with their measurements, we confirmed that our equipment was correctly calibrated and also found that the publicly available record of the car’s most recent MOT noted that it had movement with its front strut.  Although the Mail on Sunday stated that their expert oversaw an ‘MOT’, there is no record of this on the national MOT system.  The Mail on Sunday was unable to confirm that the strut movement had been corrected since the MOT, and contrary to their view, we believe that this movement could have caused the discrepancy in the readings.

Spark Plugs

The Mail on Sunday also suggests that in one case we claimed to have changed the spark plugs on a Ford KA and did not. The Mail on Sunday notes that it marked the terminals of 3 of the 4 spark plugs with UV (ultra violet) marks. What is meant by the “terminal” the Mail on Sunday does not make completely clear, but of the 4 waste spark plugs we recovered from the centre, one still has the residue of a UV mark on it, thus establishing that it did come from the car in question.

Wheel Bearings

The Mail on Sunday further alleges that we used “scare tactics” to sell a new wheel bearing. Contrary to this statement, the evidence does not support this. Having seen a transcript of the recorded conversation with our staff, it is the Mail on Sunday’s journalist who asks “so the wheel could come off?” Correctly, our staff reply “that’s the worst scenario …it’s very, very rare”. We do not believe this amounts to overselling and our staff repeat the fact that it is in the “worst case scenario”.


Over four million customers come back to us each year because they trust the advice we give them to stay safe on the road, as well as keeping their motoring bills down through preventative maintenance.  We recognise that sometimes we have to tell our customers things that they don’t want to hear, but we believe it is our duty to highlight any safety and maintenance issues we find on their cars, and then let them make a decision once they have all the facts.  As an “outstanding” rated Ofsted training provider, we make a significant investment in training our staff and encourage them to give the correct advice, which is why we are happy to show customers the identified faults or for them to take their car elsewhere for a second opinion before having work carried out.

Tags :

Adverts Advice Air conditioning Alignment all season tyres Apprenticeships Awards Balancing Batteries bodywork, body repairs brakes braking distance breakdowns Brexit BTCC Budget tyres buying guide Car Car Care car crime Car Service car tips Caravans Carbon emissions from exhuast Charity child seats Christmas cleaning Community competition Continental Crossover tyres Diagnostics diesel Driving EU tyre labelling europe Events Exhausts Feedback Fleet Services Fuel System Cleaner giveaway Goodyear highway code holiday Innovation Kwik Fit Centres Lists Maintenance Meet the Team Michelin Mobile Tyre Fitting MOT Motability Motoring Motorsport motorway news oil Oil change Part Worn Tyres Pirelli potholes Premium tyres Promotions puncture Quiz Research Road safety road trips safety school runs servicing Stopping distances Summer summer tyres Suspension SUV tyres technology Tips TPMS Trailer tyres Training Travel Tips tread depth types of tyre tyre care tyre checks tyre hotel Tyre Labelling tyre pressure tyre reviews tyre size tyre tests Tyre tread tyre types tyres TyreSafe van tyres Vehicle maintenance Video warranty wheel alignment winter Winter checks winter driving winter tyres Young Drivers
Services Search for Tyres, MOT and Servicing with your vehicle registration.
registration plate

Tyre Search By Size Unsure where to find your tyre size? Click here.

Exclusive Online Tyre Pricing

We are committed to offering customers our most competitive tyre prices. Read about our exclusive online tyre pricing.

Locate A Centre

Kwik Fit has over 600 centres across the UK including Northern Ireland, many of which are open 7 days a week for your convenience.


We offer a series of FAQs to help you learn more about our services or your vehicle.

Customer Services

0800 75 76 77
Our Customer Service opening hours are 8:30am to 5:30pm Monday to Friday, 8:30am to 5:00pm Saturdays and 10:00am to 4:00pm Sundays.