Shame: RH & IR Cradock Ltd

[Shayne]

I feel your pain because your pretty much describing what i've been going through on a weekly basis for 2 years , and for me it was my livelihood they were destroying .

 

[Jake the Peg]

I’d have thought it would be worth chatting with citizens advice, then trading standards and then probably the small claims court.
I’d offer him a last chance to make good on his work, and let him know, if you decide to wash your hands of him you will name and shame his company, unless you decide to take some legal action

tough luck otherwise, Im sure the guys here could help you out to get you somewhere trustable to get it sorted out

 

[Raj]

Agree CAB is the right place to start. They will guide you through the process and also advice on how exactly to send the letter with right words. When I had issue with my car I called them.

 

[Higgy]

I think you have to go through Citizens Advise to get to Trading Standards these Days..... Trading Standards WEB site tells you to seek Citizens advise First.... But Trading Standards are the Boy's to go to, But its a Slow Process ...... Good Luck

 

[Rosy]

Sounds like you've had a pretty rough go of it, however it play out with [redacted] I hope you manage to get the tuck sorted.

 

[SteveJB]

Good luck with this sounds like you have had one hell of a chore with this SPECIALIST

 

[whereisgibson]

I have spoke to both Citizens Advice, as well as Trading Standards.

Life is too short to deal with companies such as RH & IR Cradock Ltd; I would think I am reasonably owed ~£1600 in work charged for, that required redress:
- aircon repair +£600
- difflock wiring repair +£600
- drive shaft rephasing +£100
- power steering repair +£200
- wheel balancing and alignment +£100

This is not including the further work I will need to commission to determine why:
- grinding noise is coming from the replacement rear axle
- the fitted new clutch drags and will likely require removal
- something from the rear driveshaft to the axle is still vibrating at speed

Note that all of these things were brought to RH & IR Cradock Ltd's attention, yet resolving any of it is at their "discretion" and at their convenience. Which is not what Consumer law says.

A terrible experience.

 

[Dave_S]

Thanks for sharing the company name Martin, hopefully it will help other avoid similar issues. Shame you've had to deal with this - as you say, a terrible experience and shocking customer service. Good luck getting it sorted and your bodywork done.

 

[Bmonck]

Goodness. I feel I have had a narrow escape. I was talking to them a lot last year about a similar 80 refurb project. They would never really define a cost, which to some degree was fair as some it would depend on what they found as they went. But I never felt they were really listening to what I wanted, but instead more interested in up selling me on additional work They wanted to do.
And twice we agreed a date I would drop off the truck and each time they shifted the dates. then having agreed a date that was about 6-8 months after the original timetable they finally told me (just as the date for drop off approached) that they wouldn’t be able to fit me in.
They had been recommended by a friend whose view I respect. I had even taken the time to drive out and see the workshop and meet them. to be honest I never really got comfortable with what I was going to get work wise.

i Think we are short of quality workshops in the uk to do the kind of work we need on a 25-30 year old 80, which will include some bespoke repair. Likewise for full overlanding conversions.
I suspect what happened is they started out well and then got quickly overwhelmed by demand and couldn’t manage the work flow. I don’t know but maybe quality /reliability etc then suffered. Definitely a frustrating experience for me.

 

[whereisgibson]

And twice we agreed a date I would drop off the truck and each time they shifted the dates. then having agreed a date that was about 6-8 months after the original timetable they finally told me (just as the date for drop off approached) that they wouldn’t be able to fit me in.

I'm sorry to hear that it was not just my experience, however I'm glad you avoided the grief, and thank you for validating that mine is not an isolated incident. My car sat there for 84 days after being told to my face that work would be done within a month, having given me reassurances they were reliable and trustworthy. I struggle to understand how RH & IR Cradock Ltd could say this without being aware that what was being said to me would be impossible - and it appears you also experienced similar. Some could argue this is mis-selling and bait-and-switch malpractice. Any future customers would be wise to carefully review my full account and be conscious that what was said to my face, and then in writing, was not what transpired - and the follow-up communications fell short of what I would expect as a legal bare minimum.

i Think we are short of quality workshops in the uk to do the kind of work we need on a 25-30 year old 80, which will include some bespoke repair. Likewise for full overlanding conversions.

Certainly in the South; I have used two other garages in the North with positive experiences, but it was RH & IR Cradock Ltd's relative proximity which seemed a draw. I certainly would not want to embark on an overland trip using a vehicle prepared by them given the response I had in attempting to rectify outstanding issues. There is little worse than having mechanical problems detracting from the trip of a lifetime which you've thought were mitigated - both by prior money and time - by using a specialist.

I suspect what happened is they started out well and then got quickly overwhelmed by demand and couldn’t manage the work flow. I don’t know but maybe quality /reliability etc then suffered. Definitely a frustrating experience for me.

I would like to put this down to being overwhelmed, but given my account and yours, I cannot see how this is anything other than intended. Certainly the final responses of 'discretion' and 'find someone else' would imply little intent in alleviating the problems they caused me.

 

[Howmanygoes]

Wow. This properly "sucks balls" to quote a youth I heard today.

Seems like the specialists are dropping off or are giving terrible customer service. But we need the specialists, I used a local shop for something and the fu*ked it up, they then did my MOT and failed it because "I'd removed the ABS unit" bullish!t it was the AHC reservoir, which they agreed but would correct the MOT database, absolute pr!cks. So now iam screwed.

Took it to Julian for a health check and they put right some bits that the local place had stuffed up, but then took ages and had to threaten claiming costs back on my CC for the heath check report to actually get it and then it was inaccurate.

I was close to giving RH my 100 to work on but they were so far away and were hiking costs for no reason, then found and I spoke to Trevor and got him to do phase 1 instead. Great job and no doubt a pain in the ass to do. But who else is there to do the work now?

 

[Tractionman]

I've read and heard reports about Julian such as you encountered. Glad Trev sorted it for you.

 

[Raj]

Looks like prices have gone up in general after Covid. 50 -60£ per hour labour for car mechanics seems standard price for local garages

 

[David]

Trev has done some stuff on my 78 Troopy, as have Cradock's with great results . but general servicing if I can't be arsed is undertaken by a small local HGV mechanic at £45 pr hr +vat also with no issues at all

 

[Raj]

My car went to RHIR, I gave the car and asked them to properly test drive and do the needful. They did all the work needed and told me not to worry. I am happy as I got proper bill and list of all works carried out for future reference.
Price seemed ok for specialists garage as my local garage also charges the same and they denied to work on Landcruiser as it’s complicated.

If Landcruiser is so complicated, what about RRs and German cars

 

[karl webster]

My personal view is people who go the extra mile and put people first get nowhere in business or struggle to be honest.
Trevor at freedom went the extra mile plus heaps more and had to shut shop.

Its just a shame trevor couldn't have filled the space needed for people. Good honest work and a great guy.

 

[Higgy]

Its always a struggle for the honest Independent chap who wants to do the right thing, High rents for workshop space /Business rates, Are the highest in Europe, A mate of mine calculated that with rent/rates/workshop tools/Diagnostic equipment/Staff wages etc..... It cost him £240 a day just to unlock the workshop Door, What Chance have you got ?......

 

[Raj]

True agree on the costs involved in business, on top of all maintenance one has to earn salary as well. As we go deep into business, turn around time becomes crucial and to improve this, one has to cut corners or reject works that need more time.
To some extent, reducing business weight will help, I used NVS for many years for my Accord. I thought their business model is good as they come home and do repairs n service on drive way. Not cheap at 400£ average per service for Accord but they do bit more compared to main dealers and I liked their model so I stayed with them irrespective of price

 

[karl webster]

Once money goes to peoples head its game over for the customer.greed. Simples.

 

[Grimbo]

Higgy-"Its always a struggle for the honest Independent chap who wants to do the right thing, High rents for workshop space /Business rates, Are the highest in Europe, A mate of mine calculated that with rent/rates/workshop tools/Diagnostic equipment/Staff wages etc..... It cost him £240 a day just to unlock the workshop Door, What Chance have you got ?......

Having been on both sides of the fence I agree......

Ag Main Dealer I ran a workshop for had a workshop retail rate of £80.00 hr ....this was years ago so likely more now..... it cost us with putting the guy in a van , training , special tools and diagnostic kit ( we had to pay a £1500 licencing fee a year on every laptop for the manufacturers diagnostics and software etc ) running the workshop such as cleaning tanks etc not far short of £40.00 per booked hour and at best they were around 80% efficient so had hrs that were "lost" and couldn't be booked to the customer... our warranty work recovery rate was around £60.00 and bear in mind not all the warranty work we carried out was eventually covered by the manufacturer but also wasn't paid by the customer as he rightfully thought it should all be warranty in the first year on his £300K combine or £180K tractor.... we didn't make a fortune and the average "profit" from the sale of a £150K tractor was less than £1200 in many cases....

I'm a now self employed independent mobile technician , van based with no workshop..... my average day is 60-70 % chargeable ... today I have driven 120 miles and managed to book 5 hrs of chargeable work in a day that started at 07.30 and still isn't over.... my hourly rate is half that of a main dealer yet I still have to run a van , buy tools , insure my self , tools and van ...
Being honest and reliable gets me work but also means I often don't charge the customer for every minute/Hr I spend sourcing parts and info.....

The original poster has highlighted the one key thing many get wrong and that is communication with the customer.... I've dealt with the people mentioned in the thread for parts etc and found them OK but Be$%* isn't the easiest guy to talk to and not a great listener....shame as their business should do well .