Disappointing Experience with Vehicle Assessment Process

I contacted the Retail Motor Industry Organisation (RMI) regarding an issue with my vehicle, which was not running properly due to work done by an RMI-approved workshop. All basic logic indicated the issue fell under the original workshop’s warranty (within 6 months or 10,000 km), as they failed to address the problem adequately. Instead of resolving the matter with the original workshop, RMI instructed me to take my vehicle to Goch & Cooper Auto Services, located nearly an hour away, despite my concerns about the distance and relevance of involving another workshop.Upon arriving at Goch & Cooper, I was directed to a coffee area where service flyers were prominently displayed on the table. Within moments, an RMI representative arrived, and before any assessment of my vehicle began, the representative pointed out the flyers and discussed additional services, such as a full multipoint check and a special service package. Shortly after, a mechanic joined us, and after a brief test drive, I was told my vehicle required the exact services mentioned in the flyers, which felt premature since the car had not been thoroughly inspected.I found this process concerning for several reasons. First, it was unclear why my complaint about the original RMI-approved workshop’s warranty breach required me to visit a different workshop, especially one so far away. Second, the immediate focus on additional paid services, before a proper diagnosis, left me feeling pressured, as it was three mechanics and an RMI representative discussing these services against my sole perspective. I expected the process to focus on addressing the original workshop’s potential malpractice under their warranty terms, but this was not discussed.Overall, the experience at Goch & Cooper did not resolve my original complaint and instead left me questioning the necessity of their involvement.

After posting an initial one-star review about this experience on Google, I was informed that Goch & Cooper complained to RMI about the feedback, seemingly upset about the rating despite their conduct and all the facts that lead to that point. This only added to my existing disappointment, as I expected a focus on addressing my concerns, not challenging my right to share my experience and protect public interests.

I hope future customers receive clearer explanations about why specific workshops are chosen and how warranty disputes are handled. Transparency and accountability would have made a significant difference.