I am Proprietor of a small company, 4Play Jeep, specialising in Jeep brand vehicles. We have extensively equipped specialist workshops, import/export parts, and carry considerable parts stock for workshop & retail/mail order sale. We have been trading since 1981.
In February 2018 I ordered a second new lift from Snap-on. A specific model, launched in a magazine article as new to their range, by their then Sales Director.
Snap-on supplied a cheaper model, and installed it badly, being twisted and out of alignment from outset.
To cover their error (if not intentional), a senior manager, changed the ID plate to indicate it was the model I ordered. This was captured on our CCTV system.
An inspection of the lift was carried out by a recognised company which deemed it 'unsafe for use'.
A NDT test was carried out to evaluate the lift. This showed the lift to be lighter built in comparison to our other lift.
Our insurance company refused to cover the lifts use. It has never been used.
It has taken me 3 years and the loss of use of a workshop to bring this management regime to book, resulting in me receiving my money back plus £14,500 in damages and £22,500 in legal expenses.
Initially, Snap-on admitted problems with the install to my Solicitor.
We had 4 differing stories, ‘the lifts are all the same’, ‘there has been a specification change’ (but could not tell me when this was), ‘the lift I ordered was no longer available’ and finally, back to ‘the lifts are all the same’… again.
Later, they denied any liability.
They sent unconvincing, altered copies of lift manuals in a desperate bid to cover themselves.
A 50 page report was commissioned, at a cost to me in excess of £7000.00, for the purpose of providing evidence for a trial. This was done by a forensic engineer and HSE specialist. The findings were conclusive ‘the lift was unsafe and unfit for purpose.
Snap-on commissioned their own report, 2 years following install. They refused to produce or disclose their inspector’s findings, presumably it didn't support their stance.
Snap-on have never issued an apology or admitted liability but the pay-out says all.
Snap-on’s second in command boasts the following;
'Fully responsible for strategy and P&L and an advocate for best practice, I am a hands-on visionary leader who drives business growth and innovation backed by an extensive network and strong relationships internally and externally. A member of the Institute of Directors and an elected Fellow of the Institute of the Motor Industry'.
Our experience is ‘best practice’ comes along way down Snap-on’s scale, at the top being business growth and profit margins. Health and Safety has a price it seems. The present management team have been flying the Snap-on flag for many years and their H & S practices are just as dated. The specialist said 'their practices indicate their general work ethics'.
If Snap-on were to apologise, I believe they would only be sorry they got caught, and sorry they under estimated our ability to pursue them.
Would they do this again to someone else? I believe so, they would be just more careful not to be caught out again.
The internet has made the world a smaller place and other parties within the motor trade intend to publish further information showing their ‘innovative’ practices in relation to our case as a warning to other automotive SME’s regarding Snap-on’s management culture when something goes wrong.
The damage repair work to our workshop began on the 6th April 2021 and cost £11,500 + VAT.
During the excavations of the workshop floor, the lift bolts were found to be 100mm or less deep in the concrete (having had excess thread cut-off by the installers) and most bolts on one post had not expanded at all. Basically, they were not secure to the floor. Snap-on management gave assurances that the lift was safe, despite experts' views to the contrary.
There are many conscientious lift suppliers and installers to choose from other than Snap-on. I have chosen Rotary Lifts.
NB. The lift was removed by Rotary Lifts and collected from our premises by Snap-on in November 2020.
I have seen lifts advertised by Snap-on as finance repossessions. I am uncomfortable with the thought another small business may purchase this lift under a false description having had another ID plate change.