Name: Fuel Fixer
Address: Fairway House, Portland Road, East Grinstead, Fairway House, Portland Road, East Grinstead, West Sussex
Rating: 4.78

“The most expensive on the market. Attempted to call operator back, i got informed that I am out of the 15 minute T&C and can not cancel, taking into account it was 25mins later, I had to wait 90 minutes for drive. Total cost £370!.. for basic service and job was done in 10 minutes!”

Helpful Report

“Honestly the most pushy desperate sales man ever.”

Helpful Report

Thank you for your review. We are sorry that your only impression was a bad one of our sales representative. We are confident that our sales team were concerned about getting you back on the road. On the plus side, from the job notes, it is obvious that the ETA was set and met, and that our technician got you sorted out and back on the road. As we have not heard from you since then, we can assume that the job was done well and efficiently, leaving you really with nothing to complain about! All the best, Team Fuel Fixer Limited

“The service itself and the engineer carried out the work are outstanding but the cost ia way above any average for an emergency situation, just clearing a fuel tank and engine, running clearing fluid and some diesel added. for a 50 minute work the cost is £1600 very unaccebtable”

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“They came and tucked out the wrong fuel, tried to charge me extra for putting right fuel in, after speaking to manager they waived that fee, van didn't start well afterwards and the employee shrugged and said must be an air lock in fuel system. Not wanting to help further saying he'd done his job.. well fast forward a few weeks and took to a garage who have confirmed not all fuel was removed, seals damaged, new pcm needed as petrol has damaged its regulator sensor. So now another 500 lighter. Oh not to forget the lies they said on the phone originally to rush me into using this company saying technictian was only 7min away when in reality they were an hour. Wouldn't use again and wouldn't recommend”

Helpful Report

“According to suggestions from trade publications I should have paid half of what I was charged! Chap seemed pleasant but was 30 minutes late due to IT issues! Moral of the story, have contingencies and find a good garage in advance!”

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“Terrible service the mechanic that was sent out was rude. He try to force me into purchasing the engine cleaner for an extra £30 or else my warranty would be void. This was on top of the £266 I had to pay for the fuel to be removed from tank.”

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“They charge me 330£ it’s toooo expensive”

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“It was my daughter’s error/car and whilst your ‘engineer’ sorted the issue, the amount you charge, is a disgrace. £400 + VAT, the diesel, but to then be ‘advised/recommended’ to add an additive at an additional £30, is robbery. My daughter’s fault, but If I had not been there to cover the costs, my daughter, who had her 3 year old and 9 month old with her, would have been stranded. I’ve never had to use the services of your type of operation and I hope that remains the case. Disgrace how you operate.”

Helpful Report

Hi John, Thank you for taking the time to share your thoughts. I'm genuinely sorry to hear about your experience and your concerns regarding the pricing. Our charges are reflective of the service and expertise that our engineers bring to quickly resolve issues and ensure safety on the road. I understand that an additional recommendation can feel frustrating, especially in a pinch, and I apologize if it felt like an unwelcome upsell rather than a helpful suggestion. Your daughter’s safety, especially with young children, is incredibly important to us, and we strive to do everything we can to get customers back on the road as smoothly as possible. I appreciate your feedback and will ensure that it is taken into account as we continue to refine our services. If you have any further concerns, please feel free to reach out directly. We value every opportunity to improve. Best regards, Aftercare Team Fuel Fixer Limited

“Seem like con-artists Prior to my oil change I stupidly put around 50mls of engine oil flush into fuel tank instead of engine (thought was the fuel cleaner additive)! Doh! Did not start engine and went to Tesco in my other car to get container of petrol. Tesco gave me Fuel-fixer card and telephoned them up. The person who answered was Michael (presume was the owner or manager) and put me on hold until he called their “senior engineer”. Stated it will damage the engine and fuel system and that it is far more complex than simply putting petrol in a diesel. He said will be £638 (including vat). I stupidly agreed and said he had a technician a short distance away. I spoke to my spouse who agreed was ridiculously expensive and advised getting a second opinion. which I called back Fuel-fixer 10 mins later and was met with hostility from Michael, he gave lots reasons why this needs to be done, how they are the experts and that RAC or AA would tow me to a garage and be expensive and they would not fix the issue, damage engine etc. I said no I want a second opinion and he asked if I wanted to speak to their engineer which I said no. He was very argumentative and rude and at one point stated that the guy was on his way and had disturbed his dinner with his family to come to me etc. I said no and ended the call. The technician who had not left Dundee yet then called me for directions and I explained I am not happy paying £638 and wanted a second opinion. He (Dave I think) was one of the nicest people I had ever spoke to and very courteous and understanding. He called back a short time later and said he’d spoken to central dispatch who I had spoke to earlier and now offering to do it for £400. I reluctantly agreed as need my car and he turned up within 30 mins to drain, flush and put 20 litres petrol and the petrol I had bought in. He was very nice, very friendly and chatty and explained everything he was doing including checking for fault codes with the engine running for 15mins. Funnily enough when I asked I had not disturbed his dinner (was now 7.30 pm). So, ridiculous price but fantastic technician who came out who fixed the issue. In summary would never use again simply because of the extortionate price and the attitude of the central office.”

Helpful Report

Hi Ross, Thank you for taking the time to share your experience. I’m truly sorry to hear that you felt our pricing was excessive and that your initial interactions were frustrating. We strive to provide prompt and effective service, and it’s clear we fell short in your situation. While our technicians work hard to address breakdowns and ensure your safety on the road, I regret that you felt pressured during your call to our office. We value all our customers and aim to maintain a friendly and professional environment, even in challenging circumstances. I’m pleased to hear that our technician was able to resolve your issue and was courteous throughout the process. Your feedback is crucial, and I will make sure your concerns about our communication and pricing practices are taken seriously as we aim to improve our service. If there’s anything else you’d like to discuss or if you have further concerns, please feel free to reach out. We appreciate your input and the opportunity to learn from your experience. Best regards, Aftercare Team Fuel Fixer Limited

“Very poor”

Helpful Report

Thank you for the 1* review - we do take these seriously. We therefore looked into your job, and found that your complaint was that the technician was not with you long enough, and yet there is no mention of any known issues since we did the work. As far as we can tell, the technician dealt with your misfuel situation in an efficient manner, got the job done and left.

“I was told clearly over the phone (twice) that the total price to remove the fuel included £20 for the fuel itself. My wife also heard and confirmed this. But when the engineer arrived, he said he wasn’t instructed to include fuel. I called again and they blamed it on miscommunication. Very disappointing and unprofessional.”

Helpful Report

“Had to get garage to tow my car in they said wye the car would not start because the pipes was not flushed out that is why it could not start”

Helpful Report

Hi Raymond, Thank you for your feedback. I'm sorry to hear about the issues you experienced with your vehicle. It can be frustrating when unexpected problems arise, especially regarding starting your car. It seems that there was an issue with the fuel pressure. Our team aims to provide thorough checks, and it seems there may have been a misunderstanding regarding the fuel system. Flushing out the pipes is an important step in resolving certain issues, and we advise it to ensure proper functionality. If you have further concerns or questions about our service, please don't hesitate to reach out to us. We appreciate your input and aim to learn from every experience. Best regards, Aftercare Team Fuel Fixer Limited

“Tried to charge me nearly double what I finally paid. I felt exploited as was desperate. I tried to cancel, this was refused, reason being I can't cancel after 15 minutes. I was waiting on the call queue in that 15. This company is a con, wish I'd rang around but I was in panic mode.”

Helpful Report

Hi there, Thank you for sharing your experience, and I'm truly sorry to hear that you felt exploited during a stressful time. We understand how frustrating it can be to deal with unexpected issues and high prices. We aim for clear communication regarding our fees from the outset. It’s unfortunate to hear that you felt unable to cancel your request in a timely manner, and we acknowledge that being in a panic can make everything feel more overwhelming. If you have any further concerns, I encourage you to reach out to us directly. by emailing aftercare@fuelfixer.co.uk. Your feedback is valuable, and we want to ensure that we address any issues to help improve our services. Best regards, Aftercare Team Fuel Fixer Limited

“This Compnay should be on the “Rip off Britain” list of companies, that folk should avoid. The “smash and grab” prices, for people potentially in vulnerable position is awful to witness. The operator that came to my call out added insult to injury by skimming off another 20 quid on top of the agreed price. I called fuel fixer to complain about this dishonesty. They never got back o me or did anything about it. ( the response of the operator was he had to “add a bit extra”. Nonsense. Nonsense tank was clearly barely 20 quid petrol let alone the 40 he took without advising or giving receipt.”

Helpful Report

Hi Sheelagh, Thank you for your feedback, and I'm truly sorry to hear about your experience. It’s disappointing to learn that you feel our pricing and service fell short of your expectations. We take transparency very seriously and expect our operators to communicate clearly about costs. In your case, it was necessary to use more fuel than expected to flush through the system - perhaps this could have been explained more clearly. When we drain a fuel tank, we take it to a lower level than it has been since it was new! For this reason, although we put in the £20 of fuel as agreed, it might not register on the gauge at the same level it does when you put in £20 at the petrol station - this is because the deficit of fuel is greater to begin with. We appreciate that paying for a misfuel incident isn't cheap - you've paid for the wrong fuel, have to pay to have it removed, and again fill up your tank - but the price that you were charged is a very low price, and there was no attempt to rip you off or abuse your position. It seems that you were at a petrol station and we were with you in about 40 minutes, so hopefully you were not in a vulnerable position during that time. Best regards, Aftercare Team Fuel Fixer Limited

“The guy that came around lacks competence. He could not restart the van and made no conscious effort to fix the problem. Just giving excuses”

Helpful Report

Hi Kayode, Thank you for your feedback, and I'm sorry to hear about your experience. We strive for competence and professionalism, so it’s concerning to learn that you felt our technician did not meet these standards. For this reason the job sheet was reviewed. Per this data there was a problem with your battery and we asked that you get this sorted out as we were not able to see if the vehicle would start. You have not gotten back in touch with us. The technician has done over 1100 jobs successfully, so is far from incompetent. Best regards, Aftercare Team Fuel Fixer Limited

“I wouldn't recommend you guys to anybody. You drained my fuel which didn't need to be done charge £708 and the problem is still there and I've had no response to the phone calls I've made to get it sorted. I have it all on CCTV the tech never did a diagnosis on the car just stole my £60 of diesel. Complete rip of company. DO NOT USE Also customer service rubbish”

Helpful Report

“To expensive and was trying to rush me over the phone .just wanted to take my card details .”

Helpful Report

Hi Chura, Thank you for sharing your experience, and we apologize for the frustration you feel. It's disappointing to hear that you felt rushed during your call and that our approach seemed overly aggressive. We strive to make every interaction seamless and respectful. For this reason, the call was listened to. In fact, the price charged matched a 2021 price based on a similar earlier incident, so it was a lot lower than our current prices. The sales personnel asked for the card details only after 9 minutes, and a total of four times until you agreed with the price and booking after 14 minutes. Each time he asked for the details, you questioned the price, so he took the time to repeat the procedure and why the price was what it was. Throughout the call, the sales personnel was courteous, explained things clearly to you, and did not in any way sound like he was rushing you or forcing you to book with us. Best regards, Aftercare Team Fuel Fixer Limited

“Didn’t fix the problem. I paid £550 and not sorted the problem. Will not recommend or use again”

Helpful Report

Hi Michael, Thank you for taking the time to share your experience with us. We're truly sorry to hear that your issue wasn’t resolved despite your investment in our service. It's disappointing for us as well when we don’t meet expectations. We would like to understand more about your situation so that we can address it and prevent this from happening in the future. Please reach out to us directly at aftercare@fuelfixer.co.uk. Your feedback is critical to helping us improve our service. Best regards, Aftercare Team Fuel Fixer Limited

“The telephone adviser couldn't have been better, helpful, understanding and polite. However, the engineer made an already upsetting mistake an absolutely horrible experience. He was agressive when I refused to start my engine, I had already been told that as I had not sarted my engine at the pump having realised quite quickly that I had put unleaded fuel into my diesel car. An almost empty tank meant a simple draining and flush of the tank was all that was needed. He claimed that starting my engine would be a problem for the first two minutes as thats how long it would take to get to the pump. Although Fuel Fixer are licensed to work on forecourts, Sainsburys own health and safety policies do not allow work to be done in thier fuel stations. When the staff informed them of this, he argued with them and me. The ladies were very helpful, they offered to push my car over the road to a public car park. Again he argued, not accepting that on Sainsbury's property they had to abide by thier company policy, despite them having checked with the manager who was en-route to the fuel station. As they said on the public road outside the forecourt he could do the work and they were happy to push the car over. At that he was leaning into my window seeming as if he was going for my key at first, stopped himself but still instructing me to turn the engine on. One of the ladies realising how uncomfortable he was making me stepped right up to the car to defend me. At this point my partner stepped around the car and the engineer said he was going to call his manager from his vehicle. My partner took control then and said "right we will push the car over to the carpark". As we were going onto the carpark the engineer drove right up behind us blasting his horn. When I parked in a safe place, once again he came over this time arguing his point until I was able to say how anxious I was feeling with the whole fiasco. He calmed down and tried to calm me but still claiming the Sainsbury's staff had caused the upset, absolutely not, my partner held back concerned that he would leave us stranded. When the manager of Sainsbury's finaly got to us at the carpark he carried on arguing with her until she pointed out that he was holding us up. At the end he put some diesal in my car, (certainly not the full cannister that I was charged £20 for) told me that the full fuel system had been cleaned out all the way up to the engine. Another lie as your operator had already told me not starting the engine meant the fuel would not leave the tank which would be a bigger, more expensive job. In all, my day out was ruined, a mistake made because I went for a bloodtest before going to fill up and wasn't quite with it cost me over £400 that I really could have done without, straightaway causing huge anxiety, only to have a complete stranger, invading my personal space whilst in my car, raising his voice, trying to bully me into do something I had already been told not to do by your adviser, plus a mechanic standing behind me in the kiosk where I went for help. He came across as someone who did not like women standing up to him, furthermore he did not respect my rights as a customer and behaved with shocking discourtesy towards the Sainsbury's staff. I have never made this mistake in ovr 30 years of driving, I hope to never do it again, but if I do, I will never call Fuel Fixer again, an apology to an anonymous statement that I put on Trust pilot just made me suspicious, how could you speak to the engineer without knowing who I am or where this happened?”

Helpful Report

Hi Amanda, Thank you for your detailed feedback. We're truly sorry to hear about your experience, and we understand how stressful this situation must have been for you. It's encouraging to know that our telephone adviser was helpful, but we regret that the engineer's actions did not reflect the same level of service. Your feelings of discomfort and anxiety are completely valid, and we do not take matters concerning personal space and respect lightly. We have investigated this incident further to ensure our team members uphold the highest standards of professionalism and courtesy. (To address your concern, when you left a very similar review on Trustpilot, we were able to ascertain who you were as you did the review under your full name. We used this to locate the job and then the technician.) Kind regards, Aftercare Team Fuel Fixer Limited

“I used Fuel Fixer to remove the wrong fuel from my car, and while they did get the job done, there were several issues with their service. First, their communication was poor. I was initially told that the engineer would arrive within 15 minutes, but I ended up waiting over 2 hours. No updates were provided, which was quite frustrating. Second, their pricing is extremely high for the quality of service provided. For the amount charged, I expected a more professional and thorough job. After the fuel was removed, the orange engine management light came on. The engineer didn’t reset or properly test the vehicle before leaving. When I raised this concern, he assured me the light would go off on its own—but that wasn’t the case. Overall, I’m really disappointed. For the price I paid, I could have received better service elsewhere. I’d recommend shopping around before choosing Fuel Fixer.”

Helpful Report

Hi Aweis, Thank you for your review. We’re glad to hear that we addressed the initial issue, but we sincerely apologize for the lack of communication and the delays you experienced. It's important for us to provide timely service, and we appreciate you bringing this to our attention. We understand your frustration regarding the pricing and the unresolved engine light issue. Our goal is to ensure every customer receives both quality service and clear information about what to expect. We’re sorry to hear that we didn’t meet those expectations in your case. Your feedback is invaluable, and we will use it to improve our communication and service practices moving forward. If you’d like to discuss this further or have any suggestions, please don't hesitate to reach out to us directly. Best regards, Aftercare Team Fuel Fixer Limited

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Next Day
On-time Delivery	99%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

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