I am Proprietor of a small company, 4Play Jeep, specializing 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. We are based in the UK. In February 2018 I ordered a second new lift from Snap-on, the first having been purchased in 2015. The latest purchase, was ordered as a specific new 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 member of their management team, the UK Aftercare Manager, changed the ID plate to indicate it was the model I ordered. This was captured on our CCTV system.
I was told this was done to match our paperwork as the lifts are all the same.
An inspection of the lift was carried out by a recognized 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 Snap-on 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 Lawyer. 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 trial. This was done by a forensic engineer and HSE specialist working for the UK Civil Courts. The findings were conclusive ‘the lift was unsafe and unfit for purpose.
Snap-on commissioned their own report, after 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 here in the UK 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 priorities, 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 head of Snap-on UK was previously Snap-on Australia having started out many years ago as a salesman. The specialist engineer commented 'their practices indicate their general work ethics'.

If Snap-on were to apologize, 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. I should also say, the Chief of Snap-on USA was aware of our situation and never passed comment. I therefore believe this behavior is a culture within Snap-on worldwide. The internet has made the world a smaller place and other parties within the UK motor industry 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 at a cost of £11,500 + VAT. During excavation, the floor retaining bolts were found to be set in less than 4" and several on one post had not expanded at all. Photos of these have been sent to Snap-on UK but unsurprisingly there has been no further comments received by return. 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. Here in the UK, 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