A very disappointing experience. I had a no-fault accident on the 1st of August this year when I was rear ended by another vehicle when I was stationary in traffic. My vehicle had only covered 30,000 miles and at the time of the accident, had just been serviced and had new brakes under warranty less than 12 months before the accident. My insurer referred me to Auxillis to handle my claim. Auxillis Were initially very helpful however things tailed off quickly. I was the one who had to chase time and time again to find out updates on my vehicle repair. After two months and very little communication from either Auxillis or their repair centre, they phoned me to tell me the vehicle was ready. I collected the vehicle and drove 500 yards up the road with my nine-year-old son in the car when the brakes failed. I challenged Auxillis over this issue and they said they couldn’t identify that the brake failure was a result of the accident. Further investigation revealed they knew full well about the faulty brakes before returning the vehicle to me and still allowed me to leave the repair centre with a nine-year-old child in a vehicle with faulty brakes, which (having checked with the police) would not be classified as roadworthy. I have clear evidence the engineer signed off my repairs and then nearly a month later the repair centre sent my car to a main dealer to have the brakes investigated (so they either knew of the fault at the time the engineer ‘approved’ my repairs or the repair centre themselves damaged my brakes after the engineer signed off ‘all repairs). The VW main dealer only partially investigated and recommended to Auxillis that further (costly) investigations were required to establish the full cause of the failure, which they did not proceed. Instead the Auxillis repair centre ignored the issues with the brakes, returned my car to me assuring me that it was in perfect working order and allowed me to drive away. They provided me with no paperwork at the time warning me of the brake issue and it was only after I complained they admitted to knowing the issues with my brakes before they returned the vehicle to me, at no point making any effort to rectify the problem. Over a month (on top of the two months I’d already waited for my car) back and forward with Auxillis and they refused to accept any liability for the brake issue despite the fact there was no brake issue prior to the accident (which happened when I was returning from a climbing weekend in the lakes, had there been an issue with the brakes this would have been obvious in terrain like the Lake District). As a direct result of Auxillis I have been hit with a £500 bill for the brake repair on my vehicle and I’ve had no genuine apology and no recognition they should never have allowed me to leave their repair centre with a vehicle that was not roadworthy let alone leave with my nine-year-old son in the vehicle. In summary very disappointing experience and I would not recommend this company to anyone. They took over two months to do the initial repair, which was a broken rear bumper and light rear end damage on my car. I then had their hire car for a further month whilst they ‘investigated’ the issue with my brakes. Their communication was nothing short of shambolic throughout and they returned my vehicle with damaged brakes, which were working perfectly before the accident. Further more and most importantly they allowed me to leave their repair centre with a child in a vehicle with faulty brakes which was not roadworthy. There is simply no way they can justify this and I’m now left with no choice but to take further independent action. Auxillis have ‘investigated’ it ‘thoroughly’ and refuse to accept any liability for either the brakes or returning a vehicle to me that was not roadworthy. Their letter to me was utterly dismissive and made no real effort to rectify or genuinely apologise for their string of failures. Ultimately my accident was not my fault yet the service I have received from Auxillis (and to be frank my own insurer, Admiral, who refuse to accept any liability and just refer me back to Auxillis) has left me with a £500 bill and a scared child, who sat next to me and watched our car dashboard light up with warning lights as the brakes failed less than 5 minutes after collecting our car. I run an organisation which serves over 20000 customers a year, I would be utterly ashamed if my business conducted itself in the way Auxillis have treated me and my family.