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Brake pads and discs for nissan qashqai



I arranged a car service through Servicing Stop but the garage replaced my barely worn brakes and left me £441 out-of-pocket

I b ooked my car in for a service through Servicing Stop, which claims to make the process hassle-free by arranging the work for you.

I received a phone call from the garage they'd arranged to say the brake discs and pads needed to be replaced. Shortly after giving the go-ahead, I remembered the discs and pads had been replaced in a service nine months previous with the car covering just 6,000 miles in that time.

I phoned back to ask for the work not to be done, but the garage insisted the brakes were in such a terrible state that they had to be replaced. The man who returned the car that evening showed me the ‘wear’ on the old parts. Not being a mechanic myself, I was unable to determine whether the old parts had actually needed replacing, so had no choice but to accept the car.

I showed the parts to a different garage the following day — they said there was minimal wear to the discs and the pads were slightly worn but had plenty of life left. The parts did not need replacing but cost me an additional £441 on top of the service. I've tried calling Servicing Stop, but they haven't come back to me. JC

If you're unsure if the parts needed replacing, request to see the old items and an explanation for why new ones needed fitting

Rob Hull, of This is Money, replies: Your frustration with a service that was supposed to make your life easier is understandable.

Not only did you have a problem with the garage appointed by Servicing Stop, but you also felt as if your complaints were falling on deaf ears.

When communication becomes almost non-existent, as in this case, it’s easy to think about who else you should contact to get your voice heard.

Speaking to the garage itself might seem like the next logical step but in this case it wasn't.

With any firm acting as a middleman between you and the performing business, you should check the terms and conditions of your agreement — because you're not in an agreement with the garage but with the middleman, in this case Servicing Stop.

Servicing Stop states on its website that any complaint should be directed through them and if people contact the garage they will no longer be held accountable.

  • 20. Any complaint with respect to any car service done by Servicing Stop Ltd must be restricted to communications with Servicing Stop Ltd only and not the garages. Servicing Stop Ltd will not be liable for resolving any mistakes, issues or problems unless all correspondence remains with Servicing Stop Ltd.

In this case you tried to contact Servicing Stop but got no satisfactory reply.

Yet, when we contacted Servicing Stop they were quick to take the relevant steps to ensure your issue was resolved and action was taken against the offending garage.

The garage in question was struck from Servicing Stop's list of service providers until it has been investigated further.

A full refund for the brake parts along with a contributory offer of additional compensation means they’ll be refunding £600 back into your account.

A spokesperson for Servicing Stop said: ‘Whilst the garage refute the suggestion that the works recommended for the front brakes was unnecessary we have taken the step of suspending the garage until the completion of an independent audit bearing in mind our duty of care.

‘Ensuring we react appropriately when issues are raised and undertaking independent reviews is paramount to maintaining the confidence our customers have in our business and we work very hard to ensure we have strong controls and a dedicated support team.

‘The parts replaced by the garage will be collected and based upon the findings of the independent audit we will take appropriate disciplinary action against our supplier if deemed necessary.

‘Servicing Stop would like to assure readers that we continuously measure and monitor the garages we work with and the experiences our customers receive.’

According to KwikFit, different driving patterns have a dramatic effect on how often your brakes need servicing.

It says a set of brake pads could last up to 60,000 miles or more on a car driven mostly on the motorway. However the brakes on the same car driven mostly in busy city centre traffic may last only 25,000 miles or less.

Front brakes normally wear out before rear brakes because they handle a higher percentage of the braking load, especially on front-wheel drive cars.

The AA says you can expect to have to replace front discs and pads during a vehicle's life due to wear but are more likely to have to replace rear pads and discs because of corrosion. If you only use your car a little and always keep it in a garage rust is more likely to set in.

Brake pads should be replaced if the pad friction material has worn down to a thickness of three millimetres. KwikFit suggests. Brake disc thickness should be measured if they are at or below the manufacturer's safe minimum thickness specification they should be replaced.

The car servicing and repairs group said it's vital to drive gently and carefully to bed in new brake parts when they are first fitted, which takes approximately 200 miles. Excessive braking action on new parts can potentially damage them and lead to a loss of braking efficiency and performance.

You may also want to check your braking system in advance of an MOT, before a long journey, or just as part of an ongoing maintenance routine.