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

“Unable to get car started. Told us it was faulty fuel filter. Got towed to garage to be told it just needed wrong fuel cleared out properly got started no problem. Unfortunately £380 wasted. Fuel fixer say sometimes this happens but they can’t understand why.”

Helpful Report

Thank you for the review. Sorry that this was your experience. Per the job notes, the issue was that the fuel would not advance to the fuel filter, and so it was recommended that a full diagnostic check be done. This was after various actions had been taken, including fully draining the car obviously. It would be good to get the garage report so that we could see what they did exactly to solve the problem Regards, Fuel Fixer Team

“Very poor, after setting my wifes car on fire while "cleaning the system" was told I would receive a phonecall from a manager which never happened. Obviously I refused to pay the remaining fee, so we have been left £50 (deposit) down and had to purchase another vehicle. I absolutely believe this happened down to laziness as plugs 1 and 2 were removed and cleaned, 3 and 4 were not, (1 series BMW, scuttle panel etc have to be removed to access 3 and 4) he sat turning and turning the engine im guessing to try and clean them I came out and asked him if this was "normal" on several occasions and he said its the way its done, obviously this has never happened before and I wouldn't know how to fix myself, so just believed him”

Helpful Report

Thank you for the review. Our technician was following the usual procedure, but your car caught fire underneath, in an area which should not have been effected by the misfuelling, or his work. It seems that some DIY had been being done and we were not made aware of this. More often than not, we do not need to clean the spark plugs at all, but in some cases it is deemed necessary. In your case, he took the two out that needed work. The fire was not in the area of the spark plugs. Obviously, you were advised to get the car to a garage to check into why the fire happened. As said, our normal practice was followed, so we are as surprised as you are about the fire. It is regretful that this occurred, and obviously you were not asked for payment, even though we are most likely not at fault. Regards Fuel Fixer Team

“From the initial phone call, I felt rushed and misled into paying a £100 upfront payment on the promise that doing so would “speed up the process” because your “best technician was just round the corner.” However, once payment was made, I was left waiting for 50 minutes with no communication. When I rang for an update, I was told that the technician was actually 25 miles away and would take a further 30 minutes to arrive — which is hardly “round the corner.” Before agreeing to the payment, I asked if I could call back after checking with a family member, only to be told that doing so would mean the technician would be “busy” and that I would also have to pay a higher call-out fee. This made me feel pressured and as though I had no real choice but to proceed immediately. I was also advised that the AA would not deal with this situation, even though I had already spoken to them and confirmed that they could send someone out. I was further told that my partner’s roadside cover would not apply, which we have since discovered was untrue. Additionally, I was informed over the phone that petrol would be added to my vehicle as part of the service, which did not happen. I have never felt so pressured into making a purchase, particularly at a time when I was already in a vulnerable position. I had expected a local Darlington-based company to provide honest, professional service — unfortunately, my experience was the opposite. I would appreciate it if you could review my case and contact me to discuss how this issue can be resolved fairly. While I would like to note that the mechanic who attended was polite and professional, the overall handling of the situation by your customer service team fell well below acceptable standards.”

Helpful Report

Hello, and thank you for the review. I am sorry that you felt that you were not handled very well, so I listened to the call. I have heard that you were given a 55 minute ETA during the call (4.5 minutes in), and then time (5 minutes) was added to complete the booking. The engineer was within you 15 minutes after the ETA. I am not sure why you would say that you were "left waiting for 50 minutes" if the ETA exceeded that time. I will agree that you should have been told that the engineer would need 10 minutes to get the van ready to come out to you, but the estimated time was not far off. Further, there is no mention in the call of adding petrol. Since your situation occurred at the petrol station, the assumption was that you would fill up on scene, meaning that we would not have to ask you to pay us for fuel that you could get yourself. As said, this was not discussed and fuel was not mentioned. In general, fuel drains are not covered on policies (although they can be added), and the AA/RAC are not as equipped as they used to be to do fuel drains. Our experience is that they will ask to tow you somewhere safe and/or call a company like ours to come and do the work that they are not able to do due to not having the correctly kitted vans for this specific job. This is what was communicated to you by the sales rep. Whilst I can not say that you did not feel vulnerable or under pressure, I can say that you were asked only once to pay the booking fee. You didn't want to right away. The booking fee was asked for on one more occasion - after you had agreed to book in with us. The sales rep was polite, courteous, empathetic, calm throughout the call. I have responded to your email to ask what you mean by "resolved fairly" as it is not clear what you want resolved. We do aim to provide a good service, to deal with all our customers with empathy as we appreciate that this is never an expected situation, and certainly not budgeted for, and I could not hear in the call that you were not treated in this fashion. Regards Aftercare Team Fuel Fixer Lmited

“Wrong diagnosis of tha fault (add blue in fuel tank) and unefficient job carried. I was assured car is safe to drive. In result whole fuel system damaged and had to be replaced at very high cost. As I later checked with real professionals - car should never been allowed on the road but instead towed to the mechanic to continue with complex cleaning proces (including tank itself). Expensive, unprofessional, stay away ..”

Helpful Report

“Shocking service. I waited almost 5 hours to get my car back on the road.”

Helpful Report

“You did well at removing the fuel but did not clean the tank or the fuel filter in the tank. I broke down constantly on the way home. I have removed my tank and it was full of grease and the fuel filter was blocked as well a lot of money for nothing.”

Helpful Report

Hello John, Thank you for your feedback. We're really sorry to hear that you faced issues after our service. I see from the job report that we were booked to remove water from your fuel (diesel) tank. From your review, there was no trace of water left, which would mean that we did do what we were booked to do. The presence of grease could be the result of the misfuelling (diesel contains natural hydrocarbons and sometimes additives that act like surfactants), but if it were, then it would be a thin emulsion layer, not a load of grease. On the filter, we do recommend that the filter be replaced. In the case of water, the filter, being made of a paper product, would absorb water and the only handling is to replace it. Whilst it is wet, you could have management lights and sensor lights Regards, Team Fuel Fixer

“They charge me too much, £418, for fuel drain, I called other company, they ask for£206. and when I try to cancel my service with them, they refuse to cancel it.”

Helpful Report

Hi Maan, Thank you so for your review, but this does not reflect the matter. You called in, had a price with VAT quoted, and you accepted that price. Over 45 minutes later, you called and had a 1-minute conversation in which you stated that you had just seen the text (sent as confirmation at the time of booking, ie 40 minutes before), and felt that the price was too high. You then wanted to cancel. At that point, the engineer was less than 20 minutes from your door, and you were told that we would not be willing to cancel. Had we agreed and cancelled, the deposit would have been lost per our Terms and Conditions. You acknowledged this and that was that. You did not make it known to us that after booking with us, you had continued to call around and had found somewhere cheaper. At the end of the day, we did a good job in sorting your vehicle out. You, per the job sheet, agreed with this and were willing to leave a positive review. In the review that you left, your only issue is with the price, but you were made fully aware of this before we booked you in! Best wishes, Team Fuel Fixer

“Absolute rip off company! Charged nearly £5400 for 15 minute job! Much cheaper options elsewhere, do your research before going to this shower!”

Helpful Report

Hi David, The job sheet was reviewed for the job done for you, and the price given, agreed upon the phone, and paid was £319 plus VAT = £382.80. This covered the time spent getting to the job, as well as time on scene. It is also noted on the job sheet that you were happy with the work done and were willing to leave a positive review. Obviously, something has occurred to change this viewpoint, and as we have not heard anything about the job not being done properly, ie no apparent issues with your vehicle since completion of the job over a week ago, this doesn't seem to be an issue either. Please reach out to us directly so we can discuss your concerns in detail and see if there's a way to resolve the situation. Best wishes, Team Fuel Fixer

“overcharged substantially for what is apparently a common problem. £350-00 is average not £2500-00.”

Helpful Report

Hi there, Thank you for your feedback. We understand that costs can be concerning, especially when unexpected issues arise. Our pricing reflects several factors, including travel time, expertise, and the specific nature of the job. Each situation is unique, and we strive to offer top-quality service to ensure customer safety and satisfaction. In your case, it was an AdBlue contamination, which is not a usual or ordinary contamination. Had you taken this to a dealership, such a job would have cost several £000s, and you would have been off the road for a few days as they tend to want to replace the parts of the vehicle that have been contaminated. If you would like to discuss this further, please reach out to us directly—we're here to help clarify and address any concerns you may have. Best wishes, Team Fuel Fixer

“Was quoted £452 to help with my car after putting the wrong fuel in, was promised £20 worth of replacement fuel, engine clean and fuel drain, the engineer drained the fuel then put 60 miles worth of fuel in (according to dash) that’s not worth £20! then said I should fill up with fuel and find a garage to fit a new fuel filter or I could buy at an extra cost of £30 a bottle of fuel line cleaner and would only need to fill up with £25 of fuel and wouldn’t then need a new fuel filter, as a woman on my own I was already panicking so accepted the fuel cleaner and handed over £482 and so far all is well the point is I was charged £20 for fuel which I didn’t get and fuel line cleaner, that I was charged extra for I have a receipt for £482 and an invoice for £452 saying it was recommended I change the fuel filter.”

Helpful Report

Hi Helen, We appreciate you taking the time to share your experience. Your feedback is invaluable to us as we strive to provide the best possible assistance. Regarding the fuel, this is a comment we often get, and is easy to explain. Under normal circumstances, when your fuel gauge is registering as "empty" there is still a few litres of fuel left there - depending on the size of the vehicle this can be 5-10 litres. When you add £20 to this, it will register on your gauge as £20 plus what was left in your tank. When we add fuel, after doing a drain that completely empties your tank, it looks like it is less than you are used to, because it is, as we are not adding to the 5-10 litres usually left in the tank. I hope that this makes sense. The fuel additive is a fuel system cleaner, which is not included in the price of the job - it is an optional item, and you can decide if you want it or not. We always advise that a fuel filter be changed after we have done a drain, at your earliest convenience - this is in the Permissions and Disclaimer notice that you would have read and signed as understood prior to any work being started on your vehicle. We’re glad to hear that your vehicle is performing well now. If there’s anything further we can do to assist you, please don’t hesitate to reach out. Warm regards, Team Fuel Fixer

“Sent out a engineer who didn't have the correct tools . So left ablue still in the system told me to fill car up twice before getting the filter change . Car went into limp mode 2 and engineer came out to do what the first couldn't (didn't). Spoke with staff on the phone basically told me totally different info and I signed a disclaimer so nothing I can do .”

Helpful Report

Hi Jamie, Thank you for your feedback. As discussed, the engineer did have the right tools but felt that he needed another set. This wasn't the case, as evidenced by the second engineer who came out and did the job fully with the same kit that we issue each engineer. You were advised to get the filter changed, as we do with all jobs, as a filter has paper in it, which will therefore absorb the contamination and is best changed out. As said on the Permission and Disclaimer, this should be done at your convenience. We appreciate that you were given advice by the first engineer that contradicted this, and he has been spoken to about this as it can cause, as in this case, confusion. Best wishes, Team Fuel Fixer

“Not clear and charge a lot”

Helpful Report

Hi Nati, Thank you for sharing your thoughts. We're sorry to hear that you found our service unclear and feel that our pricing was high. In reviewing the job sheet, I see that we got you back on the road within 90 minutes from the time that you contacted us, and that there have been no issues with your vehicle since. That's got to be good! Warm regards, Team Fuel Fixer

“What a disaster....and entirely my own falt. But you dealt with it really proptly and saved the day for me . You couldnt have been more helpful . Not cheap but then why should it be . Many thanks for all your efforts.”

Helpful Report

Hi John, Thank you for your review and for recognizing our prompt response. We're thrilled to hear that we could help turn around a challenging situation for you. While we understand that our pricing might be higher, we believe in providing skilled assistance to ensure the best outcome. If you ever need our help again, don’t hesitate to reach out! Warm regards, Team Fuel Fixer

“Extremely disappointed. Tried to contact the support team multiple times and no response. Wouldn’t recommend. Rip you off completely”

Helpful Report

Good morning, We are sorry to hear of your experience, and since we aim to give a valuable service in all cases, we would like you to get in touch with us. Please email aftercare@fuelfixer.co.uk so we can assist you. All I can see from the job notes is that the job was done promptly, and there were no difficulties with getting you back on the road. (I did check our calls log and can only see one call from yourself to the office. How else did you try to get in touch??) Regards Aftercare Team Fuel Fixer Limited

“Service was good can’t fault it but the price was shocking. Please if this happens to you don’t just go with the first company. After having my car fixed I come to find out the average prices are around £150 to £300. I paid £438 It’s disgusting please don’t use this company you can save your self at least £138 up to £288 jut buy look at other company’s.”

Helpful Report

Hi Lee, Thank you for sharing your feedback with us. We genuinely appreciate your insights, and I'm sorry to hear that you found our pricing to be shocking. We aim to provide quality service, but I understand that cost is an important factor when choosing a service provider. We encourage all our customers to seek multiple quotes, as it’s always wise to compare prices and find the best fit for their needs. Your concerns about pricing will definitely be passed on to our management team, as we continuously strive to improve our services and remain competitive. If there's anything more you'd like to discuss or if you have further thoughts, please feel free to reach out. Best wishes, Team Fuel Fixer

“£488.80 and a lot of wrong fuel was left in because your technician didn’t have the right tools to disconnect my fuel pump. Told me to replace my spark plugs and said it will burn off. Same guy who admitted smoking in his vehicle. A vehicle carrying fuel. Wow says a lot about the job in hand and your company’s principles. Definately would not recommend. Absolute disgrace really”

Helpful Report

“Very poorer service I didn’t get my fuel you said you will put”

Helpful Report

Thank you for your feedback. We looked into the matter of the fuel and found that the correct amount was put into your vehicle - after a fuel drain it can appear that there is less fuel added, as the level we are starting with is a lot lower than you would be used to! We notice also on the job report that you were satisfied with the service and were willing to leave a positive review - can you explain why this changed? Best wishes, Team Fuel Fixer

“A very unrelible and disappointing company. I had a horrible experience with Fuel Fixers and I will never recommend them to anyone. Below is my experience. I called Fuel Fixer, paid the compulsory down payment and booked for them to come to attend to my vehicle with a confirmtion text received at 6:56pm as I was promised at the time of booking that it would take them 40 minutes to get to me to drain the fuel. After waiting for about an hour of not seeing Fuel fixer, and with no call from them to tell me the situation at 7:57pm, I had to call them to express my disappointment that I was still expecting them to come to fix my vehicle to drain the fuel from my car after over an hour. To my shock and disbelief I was told I would have to wait a further one hour, till 9:00pm as that is when I would be attended to. I the complained that 2:00 hours was too much for me to wait, and that I would like to have my refund so I could call AA or other companies. Thier customer person called Michael, told me that I would not be given a refund as I had passed the cancellation window which was 15minutes after the order is made. I however protested to Michael that they were in breach of the 40minutes agreed as at the time of my order, and It was already over an hour of waiting and I could no longer wait for another aditional hour, as they were not willing to refund as their policy has no provision for such to address genuine complaints from customers. Their supervisor, Michael, told me if I choose to cancel I would have to forfeit my down payment, and I would not be refunded the 150 pounds deposited to them. He told me that my only option is to wait till whenever they arrive. He further told me he has to hang up on me during our discussion as he has other customers to attend to, when I was still trying to resolve the matter with him, which he did. This same treatment was given to my wife who called them up to also protest the delay. Eventually I was not attended to until 9:00pm when their engineer arrived, over 2:00 hours of waiting (tripple the 40mins duration promised) since my booking at 6:56pm. The engineer Andyw was however a very pleasant person who was apologetic and cautiously completed the fuel drain around 9:30pm. I would like to warn anybody who is considering Fuel Fixers not to patronise them, except you are ready for incessant delays and be ready to be disappointed, worse still with no care of the impact on customers, their feelings, or what they lose as a result of the delays from them.”

Helpful Report

“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

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	97%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

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