Pros 
Cons The Starter Motor Saga & Other Quick Fixes
Bristols Automotive Specialists, Upper Hutt, enjoys a solid 4.2-star rating, and it's clear from customer feedback that they're capable of delivering prompt and efficient service when things go right. One customer highlighted a relatively swift resolution to a starter motor issue in their 05 Mark X, despite the cost being perceived as a bit high for the specific problem. The rapid turnaround – a benefit pointed out repeatedly – suggests that Bristols possesses a good stock of parts and skilled mechanics ready to tackle repairs. However, the comment regarding the price (“bit expensive for starter motor issue”) hints at a potential area for improvement in transparency and cost estimation, particularly for less common repairs. Getting a 4WD Mark X out of their workshop, described as "a bit of a drag," also suggests parking or maneuvering could be tricky for larger vehicles. Let's be frank, getting stuff done quickly sometimes comes at a premium, but clear communication about pricing remains vital and keeping the service area accessible improvements that would benefit all customers.
Restoration Roadblocks: A Cautionary Tale
The experiences surrounding vehicle restoration paint a starkly contrasting picture of Bristols Automotive Specialists. A customer entrusted Bristols with the restoration of a 1974 Mini Cooper, initially receiving a quote ranging from $7,000 to $9,000. What followed was a prolonged and frustrating ordeal extending over 12 months, with escalating costs reaching $12,000 to $15,000 – primarily for panel work alone.
Here’s a breakdown of the issues raised:
- Lack of Communication: The customer reported months of uncertainty regarding the car’s progress and the state of the restoration.
- Cost Overruns: The project’s cost spiralled significantly beyond the initial estimate, contributing to delayed payments.
- Unfinished Work: Interior restoration, initially requested, had not commenced.
- Abrupt Termination: Bristols ultimately ended the engagement, claiming they were only assisting with the panel work and directing the customer to the panelbeater directly, leaving the Mini far from a complete restoration.
This situation serves as a serious warning for anyone considering Bristols for extensive restoration work. It underscores the importance of extremely detailed contracts, regular progress updates, and clear cost controls to prevent similar disappointments. The customer's experience highlights a critical need for Bristols to refine its restoration project management processes and improve communication with clients throughout the process.
Long-Standing Grievances & Questionable Practices
A particularly concerning review details 15 years of accumulated frustration with Bristols Automotive Specialists. This customer alleges a pattern of mistakes, poor service, and deceptive practices culminating in a recent incident involving a Mazda Capella. The specifics are disturbing:
- Misdiagnosis & Faulty Repairs: A supposedly defective battery was replaced, only for the car to develop further issues (alternator failure, then an alleged EMU problem).
- Suspected Deceit: The customer suspects the mechanic attempted to charge for a wiring loom replacement that was ultimately unnecessary.
- Ignoring Mechanic Accountability: The customer claims that Bristols fails to hold its mechanics accountable for errors and incompetence.
- Lack of Apology: A striking absence of any apology from the garage fostered a feeling of being dismissed and undervalued as a customer.
This review raises serious ethical questions about Bristols’ employee management and quality control. More than individual mistakes, the implications for client trust are significant and what a damaging prospect for customer relations. The demand for $1,000 compensation and the threat of a Google Review provide strong motivation for Bristols to address these allegations swiftly and transparently.
Evergreen Positives & Loyal Fans
Despite the concerning experiences highlighted above, Bristols Automotive Specialists boasts a loyal following who consistently praise their service. Several customers have spoken of years of positive experiences, stating that "there is no better place" to take their vehicles, noting the "true professional" nature of Dave and his team. These testimonials underline particular strengths:
- Reliable WOF and Servicing: Many customers regularly rely on Bristols for Warrant of Fitness (WOF) inspections and routine servicing.
- Proactive Advice: The team is especially appreciated for proactively identifying potential issues and advising customers on necessary repairs and costs before the WOF fails.
- Personalised Service: A highlight for many is the exceptional customer service, with Tanya in the office consistently remembered and providing a friendly face.
- Quality Workmanship: Several customers comment on the high quality of the work performed, suggesting that when things go well, the results are excellent.
The enduring loyalty of these customers demonstrates that Bristols does offer a valuable service to many vehicle owners in Upper Hutt. It’s a clear reminder that consistency and proactive communication are key to maintaining a strong reputation, especially in a competitive industry.