Monmouth Driving Test Centre

Jane is awful. Saddest life ever (come dine with me was right). Made me cry and wasn’t a fair examiner. Horrible experience.

Our daughter, Alice, was turned away from Monmouth test centre this morning due to a chip in the windscreen that had been there for many years, unchanged. The car had passed many MOTs in the same condition in the past and - we have been informed - would pass a future MOT if the chip were the only criterion. Our elder daughter had also checked the status before her test, two years previously, and she is very cautious. During her test - via a different examiner - it was never raised as a concern. The size of the chip fell below the criteria regarded as being a danger - as reported by the garage on a previous MOT - and it was not obscuring vision in any way, also as reported. According to the the UK Gov website, the criteria for condition of cars used for the test is simply that they must be fit to pass an MOT. We had obviously checked this and it passed its latest MOT last November. Since then the car has not been used very much anyway as both daughters have moved away and we now live abroad. There are advisories on the MOT to have the windscreen replaced but these simply mean that it could be a risk for passing future MOTs if the crack got worse. It hasn't and that is all they mean. Of course, both Gareth and Jane only have our word for it at the moment but I offered to get feedback and take photos but that was rejected (see below)

Alice tried to explain the situation to Jane but Jane did not feel comfortable, it seems, so the decision was based simply on the ill informed opinion of an examiner with no-one present for a second opinion.

The car has also been seen in this condition by various driving instructors and not one has raised it as a concern. It is considered a 'minor' defect and, as outlined above, has and would have passed an MOT and be considered roadworthy.

That, however, makes no difference apparently, depending on the feelings of the examiner. I called Jane and was referred to her boss, Gareth. We had a very long conversation. I explained the history and said I would send photographic evidence and the current feedback from the garage. Whilst Jane had contacted him he hadn't been able to check the car himself as he was on annual leave. Even though I offered to provide feedback from the garage and the MOT history, and measure the chip to show that it complied with the diameter guidelines and to assess the location, Gareth said he would have to see it himself. I explained we had taken advice from the garage, it had been discussed with a windscreen repair company, but he said the MOT is only as good as the day you drive out of the garage, even though WE know it hasn't changed in size and can prove it. On one person's assumption/ill informed opinion Alice was turned away, having paid to get to the area, paid for the test, practised hard, got herself in as calm as state of mind as possible, taken all due precautions in getting an MOT and advice, that was the upshot. As anyone with even a passing knowledge of laminated windscreens know, the worst case scenario would have been be that the windscreen may have cracked slightly more. In a small town with narrow lanes like Monmouth where one can only drive slowly for most of the test route even that was very unlikely and would not have obscured driver vision, nor endangered anyone.

At the very least, given the fact that Alice is only in the area briefly and Gareth cannot see the car himself for HIS opinion until Saturday, we do not live in the country and the decision was based on a feeling/opinion I felt the least he could do would be to refund the test money. Despite my frustration I tried very hard to be reasonable. Gareth said he would ONLY be able to refund after a personal inspection. He had been unable to do it today and could not be available until after Alice had returned to London. As it was no-one's fault that he was not available and it would cost more than the expense of travelling back from London to be in on a day suitable for Gareth (he is only there on a Saturday), and the only person who was concerned was Jane, AND Gareth was unwilling to look at feedback and photographic evidence, I asked if he would do this as a gesture of goodwill. He refused.

I asked who we, the public, should approach if we can't trust a garage who passed a car for MOT several times, several instructors and a previous examiner plus our own careful assessment as we did not want the test to be compromised AND government guidelines, as it turns out. All he said is that he would have made sure the car had a replacement windscreen regardless. Of course he is entitled to do what he feels best in any situation but that is hardly being objective.

Jane is the only examiner at Monmouth and we obviously won't be using them again as a test centre. Much of this ill will could have been mitigated had Gareth been human and/or reasonable but, alas, this was not the case.

I am no armchair warrior, I assure you. But I feel that people need to be aware that bad reviews are not simply done by people with an agenda and one can normally tell if they are authentic. Sometimes, though, 'good' reviews may be done to repair potential damage done by former unfavourable ones. That - of course - may not be the case. I am simply saying it is possible and would be very easy to do. I hope these comments may be useful to others who are considering using Monmouth test centre. We will move on, having tried our very best to resolve this as amicably as possible. I do like to give people the chance to be reasonable in situations such as this, but sadly that did not happen in this instance.
But Alice will pass her test one day and that is the main thing.

Jane is absolutely fantastic.very friendly and helped me to free up those nervous jitters, anyone who has her on the test day is very lucky indeed. Thankyou so much jane

Wow Jayne at Monmouth. What can I say. Pregnant at the time doing my test. I was 19 years old and obviously shaken and petrified of doing my test. At the end of my test I told jayne I was expecting a child. The vile women called jayne told me I was about to ruin my life. Horrible women. How is this vile lady aloud to be round humans.

had my test 11:11 am today jane was unbelievably nice and perfect to have with me in the car, didn’t feel worried or stressed. couldn’t fault jane one bit