Cheriton Motor House: An In-Depth Service Review

Cheriton Motor House has been a familiar name in the Folkestone automotive scene for many years, driven by a commitment to customer service and vehicle care. This article provides an in-depth look at their services, their adherence to industry standards, and a comprehensive overview of customer experiences, both positive and challenging, to help you make an informed decision about your vehicle's maintenance needs.

Who Are Cheriton Motor House? A Legacy of Local Service

Known interchangeably as Cheriton Motor House or Cheriton Motor Co, this established garage has been serving the Folkestone community for many years. Their ethos, as stated, is "driven by customer service," aiming to provide a comprehensive range of automotive solutions for local residents. Their operations are based in Folkestone, specifically on Cheriton Road, located within the CT20 postcode area, part of the Cheriton ward and the wider Folkestone and Hythe constituency in the South East region of England.

A Full Spectrum of Automotive Services

Cheriton Motor House prides itself on offering a wide array of services designed to keep your vehicle running smoothly and safely. These include:

• MOTs (Ministry of Transport tests): Essential for ensuring your vehicle meets legal roadworthiness and environmental standards annually.
• Servicing: Regular maintenance, from interim to full services, crucial for vehicle longevity, performance, and preventing costly future repairs.
• Welding: Addressing structural issues, often required for MOT failures or rust repair, ensuring the integrity of your vehicle's chassis.
• Clutches: Repair and replacement of clutch systems, vital for smooth gear changes and efficient power transfer.
• Brakes & Suspension: Critical safety components. This includes inspecting, repairing, or replacing brake pads, discs, calipers, and suspension components like shock absorbers and springs for optimal handling and stopping power.
• Steering: Maintenance and repair of steering systems, ensuring precise control and safe manoeuvring of your vehicle.
• Tyres: Supply, fitting, balancing, and repair of tyres, essential for grip, safety, and fuel efficiency.
• Emissions: Testing and rectification of emission-related issues, helping your car pass its MOT and reduce its environmental impact.
• Air Conditioning Re-charge and System Testing: Keeping your car's climate control system efficient and pleasant, including leak detection and re-gassing.
• Exhausts: Inspection, repair, and replacement of exhaust systems, crucial for noise reduction, emission control, and engine performance.
• Diagnostics: Utilising advanced equipment to identify and resolve complex electronic and mechanical faults within your vehicle's systems.

This extensive list demonstrates their aim to be a one-stop shop for most common vehicle maintenance and repair needs, catering to a diverse range of issues a car owner might face.

Adherence to Industry Standards: The Motor Industry Code of Practice

A significant aspect of Cheriton Motor House's operational commitment is their subscription to the Motor Industry Code of Practice for Service and Repair. This code, supported by Trading Standards, is designed to set high benchmarks for garages in terms of service quality, transparency, and customer care. By subscribing, Cheriton Motor House pledges to uphold these standards, offering customers a degree of reassurance regarding the quality and fairness of their services.

They emphasise their dedication to providing the highest level of customer satisfaction and aim to resolve any issues professionally and promptly. This proactive approach encourages customers to communicate directly with their team if they encounter any problems. However, understanding that disputes can occasionally arise, even in the most conscientious environments, they also offer a clear pathway for resolution.

In the "highly unlikely event" that a dispute stemming from service or repair work cannot be resolved directly with the garage, Cheriton Motor House directs customers to Motor Codes. Motor Codes provides a CTSI certified Alternative Dispute Resolution (ADR) service. This independent body offers an impartial mechanism for mediating and resolving disagreements, ensuring that consumers have an avenue for redress beyond direct negotiation with the garage. This commitment to an external dispute resolution process is a key indicator of a garage's dedication to consumer rights and fair practice.

Customer Experiences: A Mixed Picture

When choosing a garage, customer feedback is often paramount. Cheriton Motor House presents a varied landscape of customer experiences, with both positive endorsements and significant criticisms reported.

Positive Feedback: Reliability and Value

Some long-standing customers have expressed satisfaction with Cheriton Motor House. One particular account highlights a positive relationship, stating that the garage has been servicing their Vitara for "some years now." This customer consistently found that Cheriton Motor House "always done a good job at a reasonable price." The outcome of this consistent service was a vehicle that remained "reliable and safe," attributed to the garage's "attention to detail and their thorough approach." Such feedback underscores the importance of trust and consistent quality in maintaining a vehicle over time, especially for routine servicing.

Challenges and Criticisms: Communication, Pricing, and Service Quality Concerns

However, another detailed customer account reveals a series of significant issues, painting a less favourable picture. This feedback raises concerns across several key areas:

• Communication Breakdown: The customer reported that the garage closed for a period (attributed to COVID-19) without notification for a pre-booked MOT, resulting in a wasted journey. Subsequent communication issues included a significant delay (6 days) in providing a requested email explanation for a faulty part, and unreturned phone calls regarding service costs. A receptionist was also described as "abrupt and rudely" dismissive when confronted about unreturned calls, failing to apologise for the company's oversight.
• Pricing Discrepancies: The customer found their invoice to be "between 50%-60% more expensive than the other garages" they subsequently contacted in the Cheriton/Folkestone area. Furthermore, a quote for cosmetic work jumped from £240 one year to £550 the next for the same job, raising serious questions about pricing consistency and fairness.
• Unaddressed Issues: Despite explicit instructions, a warning light on the dashboard remained unaddressed upon vehicle collection. The customer had to diagnose and resolve this issue themselves, indicating a lack of thoroughness or attention to customer requests.
• Overall Dissatisfaction: The customer ultimately described the company as "awful," citing them as "over-priced and rude." This sentiment is somewhat echoed by external reviews, with "25% of their customers giving them 1 star" on Google reviews, suggesting that this individual experience may not be isolated.

These detailed criticisms highlight the critical importance of clear and timely communication, transparent and fair pricing, and a diligent approach to problem-solving in the automotive service industry. When these aspects falter, it can significantly erode customer trust and satisfaction, regardless of the quality of the technical work itself.

Where to Find Cheriton Motor House

For those considering their services, Cheriton Motor House is conveniently located on Cheriton Road in Folkestone. The specific postcode area is CT19 4AT, and it falls within the Cheriton ward/electoral division. This location is part of the Folkestone and Hythe constituency, situated in the South East region of England, making it accessible for residents within and around the Folkestone area.

Conclusion

Choosing the right garage for your vehicle is a decision that balances convenience, cost, and trust. Cheriton Motor House offers a broad range of services and adheres to an industry code of practice designed to protect consumers. However, like any business, customer experiences can vary. While some customers praise their reliability and reasonable pricing, others have raised concerns regarding communication, pricing transparency, and the thoroughness of their service. Prospective customers are encouraged to weigh these factors, perhaps seeking multiple quotes and considering recent customer feedback, to make an informed choice that best suits their vehicle maintenance needs.

Frequently Asked Questions (FAQs)

Q1: What services does Cheriton Motor House offer?

A1: Cheriton Motor House offers a comprehensive range of services including MOTs, full servicing, welding, clutch and brake repairs, suspension work, steering adjustments, tyre services, emissions testing, air conditioning re-charging and testing, exhaust repairs, and advanced diagnostics for various vehicle faults.

Q2: Does Cheriton Motor House follow an industry code of practice?

A2: Yes, Cheriton Motor House subscribes to the Motor Industry Code of Practice for Service and Repair, which is supported by Trading Standards. This indicates their commitment to high standards of service, transparency, and customer care.

Q3: How does Cheriton Motor House handle customer disputes?

A3: Cheriton Motor House aims to resolve any issues directly and professionally with their customers. If a dispute cannot be resolved internally, they are subscribed to Motor Codes, which provides a CTSI certified Alternative Dispute Resolution (ADR) service for independent mediation.

Q4: What is the general customer perception of Cheriton Motor House's pricing?

A4: Customer feedback on pricing is mixed. Some long-term customers have found their prices to be "reasonable." However, other customers have reported invoices being significantly higher (50-60% more) compared to other local garages, and large year-on-year increases for the same cosmetic work. It is advisable to obtain quotes and compare them with other local providers.

Q5: Where is Cheriton Motor House located?

A5: Cheriton Motor House is located on Cheriton Road in Folkestone, Kent. The specific postcode area is CT19 4AT. It is situated within the Cheriton ward, part of the Folkestone and Hythe constituency in the South East region of England.

Q6: Are there any common criticisms regarding Cheriton Motor House's customer service?

A6: Some customers have reported issues with communication, including unnotified closures, delayed responses to requests, and unreturned phone calls. There have also been instances of staff being perceived as rude or dismissive, and failures to address specific issues reported by the customer upon vehicle collection.

Q7: What does "CTSI certified Alternative Dispute Resolution (ADR) service" mean?

A7: CTSI certified Alternative Dispute Resolution (ADR) means that an independent third-party service, like Motor Codes, has been approved by the Chartered Trading Standards Institute to help resolve disputes between consumers and businesses outside of court. This ensures a fair and impartial process for both parties.

Table: Key Aspects of Cheriton Motor House

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