Left a 1 star review for Mr Clutch, and was threatened by their lawyers

CrazyL1976

Some time ago, just before Covid hit, I had a new clutch on my car, at point of sale, I was told they were fitting a sachs clutch and dmf.  I was supposed to get it checked at intervals for the warranty, but it was s hydraulic clutch, so isn't adjustable.  Then covid hit, and with my wife being at risk, I didn't go anywhere except work and the supermarket.

Alas, only 4000 miles in, my clutch started slipping.  I notified Mr Clutch, who told me if I hadn't had the checks done, it was a 1 year warranty (sachs have a 2 year warranty)  After a bit of to and fro, They agreed to look at it and booked me in.  In the meantime, before my so called appointment, I decided that once they have my bonnet up, I'm liable to pay them more money so didn't go.

I left a poor review on Trustpilot, explaining the situation in longer terms than I have here.  It was factually correct and wasn't littered with poor grammar or fruity language.  I then told them I had bought a new car and as such, there was no need for an "investigation".

Fast forward a few weeks and I get an email from Mr Clutch' solicitors threatening me with legal action due to my review.  Mr Clutch also emailed me and made accusations that I had made an attempt to fraudulently claim refunds for pars I didn't have.

Trustpilot are aware but do nothing, presumably to keep their customer happy, so I don't have any faith in them anymore, and as for Mr Clutch, utterly despicable behaviour and poor workmanship...in my opinion.  I wouldn't ever recommend using that bunch of clowns ever.

What do you guys think of the situation?

CrazyL1976

Oh yes, and in the email from their solicitors, I was warned against voicing a negative opinion of Mr Clutch on a public platform to avoid the chance of facing further possible legal action.

giraffe69

A 1star review is not cause for legal action. If you have been accurate and truthful then I can't see how you have a lot to worry about.  When you say the lawyers threatened you what is it that they wish you to do? If the garage offered to look at it and you decided after making an appointment not to turn up then that weakens you position. You could have told them not to do any chargeable work without your explicit say so.

prowla

Maybe they're clutching at straws.

Aylesbury_Duck

CrazyL1976 said:

Some time ago, just before Covid hit, I had a new clutch on my car, at point of sale, I was told they were fitting a sachs clutch and dmf.  I was supposed to get it checked at intervals for the warranty, but it was s hydraulic clutch, so isn't adjustable.  Then covid hit, and with my wife being at risk, I didn't go anywhere except work and the supermarket.

Alas, only 4000 miles in, my clutch started slipping.  I notified Mr Clutch, who told me if I hadn't had the checks done, it was a 1 year warranty (sachs have a 2 year warranty)  After a bit of to and fro, They agreed to look at it and booked me in.  In the meantime, before my so called appointment, I decided that once they have my bonnet up, I'm liable to pay them more money so didn't go.

I left a poor review on Trustpilot, explaining the situation in longer terms than I have here.  It was factually correct and wasn't littered with poor grammar or fruity language.  I then told them I had bought a new car and as such, there was no need for an "investigation".

Fast forward a few weeks and I get an email from Mr Clutch' solicitors threatening me with legal action due to my review.  Mr Clutch also emailed me and made accusations that I had made an attempt to fraudulently claim refunds for pars I didn't have.

Trustpilot are aware but do nothing, presumably to keep their customer happy, so I don't have any faith in them anymore, and as for Mr Clutch, utterly despicable behaviour and poor workmanship...in my opinion.  I wouldn't ever recommend using that bunch of clowns ever.

What do you guys think of the situation?

To be honest, it sounds like you've been a bit silly and negligent by a. not having it checked regularly when you knew the longer warranty was contingent upon that, and b. posting a negative review even though they had offered to inspect your car outside of the warranty period and you didn't turn up.

4,000 miles may not be much mileage in the context of typical annual vehicle mileage, but if all of those miles were tootling about between home, work and the supermarket I can well see why the clutch has worn.  You've probably done more gear changes in those 4,000 miles than someone doing several times that distance on A roads and motorways.  

Whether or not their legal action is justified I have no idea because I haven't read your review and nor do I know if it was factually correct.

zzyzx1221

Aylesbury_Duck said:

CrazyL1976 said:

Some time ago, just before Covid hit, I had a new clutch on my car, at point of sale, I was told they were fitting a sachs clutch and dmf.  I was supposed to get it checked at intervals for the warranty, but it was s hydraulic clutch, so isn't adjustable.  Then covid hit, and with my wife being at risk, I didn't go anywhere except work and the supermarket.

Alas, only 4000 miles in, my clutch started slipping.  I notified Mr Clutch, who told me if I hadn't had the checks done, it was a 1 year warranty (sachs have a 2 year warranty)  After a bit of to and fro, They agreed to look at it and booked me in.  In the meantime, before my so called appointment, I decided that once they have my bonnet up, I'm liable to pay them more money so didn't go.

I left a poor review on Trustpilot, explaining the situation in longer terms than I have here.  It was factually correct and wasn't littered with poor grammar or fruity language.  I then told them I had bought a new car and as such, there was no need for an "investigation".

Fast forward a few weeks and I get an email from Mr Clutch' solicitors threatening me with legal action due to my review.  Mr Clutch also emailed me and made accusations that I had made an attempt to fraudulently claim refunds for pars I didn't have.

Trustpilot are aware but do nothing, presumably to keep their customer happy, so I don't have any faith in them anymore, and as for Mr Clutch, utterly despicable behaviour and poor workmanship...in my opinion.  I wouldn't ever recommend using that bunch of clowns ever.

What do you guys think of the situation?

To be honest, it sounds like you've been a bit silly and negligent by a. not having it checked regularly when you knew the longer warranty was contingent upon that, and b. posting a negative review even though they had offered to inspect your car outside of the warranty period and you didn't turn up.

Yes, exactly this.

OP, you were offered to have them inspect it and refused for what appears to be no good reason (well more accurately just didn't even turn up.)  You then had the cheek to leave a negative review for no reason either.  Although getting legal seems a bit OTT, I can at least understand why they might be a bit miffed.

CrazyL1976

Well, I'm not here for sympathy.  It's probably down to being one of those "you needed to have been there" and me not giving all the details, but if you had a car you knew really well, and also knows a way around a toolbox, you'd appreciate that 4000 miles on a new, apparent, Sachs clutch isn't the norm.

Yes, I should've had the checks done, but I forgot, as I was concentrating on essential travel.  As a DIY mechanic and precision engineer by trade, I made the conscious decision not to let these people have me over for more money after they'd done me almost a grand for a clutch that lasted only 4000 miles.  I'm also not some nipper in a hatchback wheelspinning away from traffic lights everyday.  I drive a diesel estate car and am in my mid 40s.

I just wanted to highlight the fact that this is what they do, they'll get their lawyers on you if you are negative about them.  Isn't this supposed to be a country of (mostly) free speech?  It's a bit heavy handed.  

Alas, use them at your peril.  Case closed.

ssparks2003

Looking on the TP website there seems to be an ongoing issue with this

From TP

We have been made aware that this company is contacting reviewers directly via their lawyers to seek to resolve complaints and remove negative reviews posted on Trustpilot.

We do not tolerate this sort of behaviour, and it is in breach of Trustpilot’s Company Guidelines. 

The integrity of our community is something we take very seriously. We’ll therefore continue in our efforts to safeguard the integrity of the platform, and we’ll inform our users when we uncover attempts of misuse.

zzyzx1221

CrazyL1976 said:

I just wanted to highlight the fact that this is what they do, they'll get their lawyers on you if you are negative about them.  Isn't this supposed to be a country of (mostly) free speech?  It's a bit heavy handed.  

Within limits.  At least one limit being you can't slander/libel someone.

davidmcn

CrazyL1976 said:

Isn't this supposed to be a country of (mostly) free speech?

They haven't actually stopped you from saying what you want. They are free to threaten to sue you for libel, you are free to tell them that you think their threats are a load of poo and you'll see them in court.

Aylesbury_Duck

CrazyL1976 said:

Well, I'm not here for sympathy.  It's probably down to being one of those "you needed to have been there" and me not giving all the details, but if you had a car you knew really well, and also knows a way around a toolbox, you'd appreciate that 4000 miles on a new, apparent, Sachs clutch isn't the norm.

Yes, I should've had the checks done, but I forgot, as I was concentrating on essential travel.  As a DIY mechanic and precision engineer by trade, I made the conscious decision not to let these people have me over for more money after they'd done me almost a grand for a clutch that lasted only 4000 miles.  I'm also not some nipper in a hatchback wheelspinning away from traffic lights everyday.  I drive a diesel estate car and am in my mid 40s.

I just wanted to highlight the fact that this is what they do, they'll get their lawyers on you if you are negative about them.  Isn't this supposed to be a country of (mostly) free speech?  It's a bit heavy handed.  

Alas, use them at your peril.  Case closed.

It's a bit more nuanced than that, as well you know.  As you've discovered, you were free to write what you did and they are free to threaten legal action.  I agree it's a bit heavy handed but I also think you've created a situation where you haven't allowed them a chance to correct a possible error on their part.  Not that that excuses their heavy-handedness.  I think they'd have been perfectly justified in leaving a public response to your review pointing out that they tried to do the right thing and you snubbed the opportunity.