garage did more work than requested - what are my options?

liquidity_2

I recently brought my car to a garage asking for 2 specific tasks to be done. They carried out that the first task but replaced several parts that I believed were perfectly serviceable (replaced 12K miles ago) and also went further than I asked for with another task even after they said they would check what was required and then contact me for further authorisation. They never did contact me on that 2nd task and just went ahead and did more than what was agreed, leaving me with a total bill twice as high as I expected. When I queried all the work they had carried out and parts they had replaced they stated they would never have just have done the specific things I asked for but done just what they did - much more extensive then I asked for when the car was booked in. I felt I had no choice but to pay for the work (with a credit card) and take my car away.

I have no issue with the quality of the work - just that far more was done than I asked for and agreed to.

Shame on me for not having requested a written quote beforehand. Having said that the garage is generally well thought of and previous experiences had been very positive. I checked with my credit card company and they've basically said that as I have no written records of what was requested they can't help me as it's my word against the garage's word. I was surprised at that - by implication the garage could have rebuilt my engine even though I didn't request it and I would have no choice but to pay the bill?! It seems my options are trading standards, the trade association to which the garage belongs and/or small claims court.

Any advice would be appreciated.

reuben23

What were the two tasks and what else was replaced? some servicing work requires the replacement of associated parts.

gnaril

Not really sure what you were expecting your card issuer to do about it to be honest....

Fair enough they have carried out more work that you requested however you have agreed obviously and paid them the bill. Card issuer is right unless the work you did request has not been carried out to the required standard it wont be something they will look into. Also verbal agreement what was required- not worth the paper its written on.

Im with rueben garage would only have changed the parts if it was associated and required for the 2 tasks requested. Plus I have found in the past you never get a price from the garage for how much it will cost, its usually " it will cost around £ xxxx."This leaves them open for any problems/issues I would imagine.

Your "by implication" arguement is well of the mark aswell. The garage couldnt do what you stated ie go in with needing new brake pads and rebuild your engine.....

I would imagine you will get some mechanically minded person come along to maybe explain the link between the additional work needed. It might clear everything up.

Sorry for the added expense all the best

reuben23

If the servicing was specific like a cambelt-change, then a garage (Good garage) would also be likely to change the tensioner, coolant, water pump and depending on condition, any other drive belts that were removed. So you would see more parts in the final bill then you would probably expect. Would need more information to help really.

Independent garages with good reps are normally the best people to give your car to IMO

scullster

Takoda wrote: »

I always go with main dealer - they are a bit more expensive but they always check before they do any work. They're also really good at explaining exactly what it is over the phone.

In my experience, I'd never go with a main dealer out of choice. They are more expensive but usually less experienced than a reputable independent - they tend to do what the computer tells them, occasionally there will be someone really knowledgable in there on your particular car but there is no guarantee they will be called over by the garage junior who is simply doing what the computer tells him to do.

My advice is to find a reputable independent, recommended to you by people you know and trust. I've been taking my cars to one for the best part of 15y, I trust them.

Laz123

Maybe best to notch it down to experience and when you need garage work done again write and tell them why you're taking the car to an independent garage.

Esqui

Was it something that you would have had done anyway if they'd told you?

liquidity_2

I didn’t want to go into gory detail but…

2 years ago I had the same shop fit a new clutch assembly (supplied by me) with a racing-style clutch disk. All parts (pressure plate, release bearing, clutch fork, etc etc) were new short of the slave cylinder. I finally grew tired of the engagement style of the clutch (like an on-off switch) and specifically asked for the disk to be replaced. When I collected the car every other part in the mechanism had been replaced again even though they were 2 years and 12K miles old. That is not what was asked for and not what was authorised. Upon collection they told be this is what they would always do; they would never just replace the disk. This was never mentioned at the time of booking the car in. This meant the cost was double what I was expecting.

The 2nd area was alignment. I asked for the front alignment to be checked as I had replaced some components so suspected that the castor and tracking were slightly out. I was told they would be checked and corrected and if anything else needed doing I would be contacted. This never happened – a full 4 wheel alignment was done.

Had I known in advance that all those clutch parts would be replaced I would never have brought the car to this shop - I would have found a shop who was willing to do as asked or just lived with it. I was specific in what I wanted as I know the car well and am quite mechanically skilled but did not have the time or all of the kit to swap the clutch myself. As I stated in my original post I have no qualms with the quality of the work but am rather cheesed off that they carried out work that I didn’t ask for nor did I authorise. The extra alignment work is just insult on top of injury. Having said all this I seem very much to be over a barrel.

pinkshoes

Was going to reply earlier, but too busy at work!

Right, if you agreed to TWO parts being changed by the garage, then you have a verbal contract to have the TWO parts changed. They had no right to change any of the other parts, and cannot charge you for them. It doesn't matter than it wasn't written down, as the garage would then have to prove that they actually had a contract with you, as you didn't sign to agree to anything.

Also, when they change any parts on your car, they have to give you the old parts that they took out. You need to get these parts ASAP, as this is your proof that the parts were relatively new, and did NOT need changing. If they did not offer you these parts, or cannot give you them, then this is theft. I would go down this route first, and perhaps insist that they replace these parts with the ones they put in, as there is nothing wrong with them.

If the garage won't give you a refund when you ask them, write to them giving them until <date in 7 days from receipt> to refund <amount>, and if they don't pay, you will take them to the small claims court. Always send letters by recorded delivery.

scullster

pinkshoes wrote: »

Also, when they change any parts on your car, they have to give you the old parts that they took out.

Perhaps I'm being a little pedantic but is that really true - that they HAVE to give you the old parts back? I'm not sure they do. In my experience, you can ask that the replaced parts be retained for your inspection but I didn't think it was your right.

OP - providing you were explicit in stating only the disc was to be replaced, then I'd agree that I've exceeded their remit. Downside is the proof, but I'd be prepared to look into the whites of the guy's (or gal's) eyes who you handed the keys over to.

I could forgive them for doing what is usual - this is what they would typically do and quite often, if there has been a lot of work involved in say getting to the faulty component in question, they will commonly replace the other servicable items whilst they are in there. In this situation, if I'd been the garage, I'd probably ask the OP to sign the work request saying that it was the OP's decision not to replace the other components in case the OP turned up 12mths / 2y later with a knackered clutch caused by the components that hadn't been replaced. If the clutch had failed, the OP could have reasonably taken the garage to court citing they had been negligent as experts in not replacing the necessary components.

As far as the tracking is concerned, the garage are out of order - no doubt.

pinkshoes

scullster wrote: »

Perhaps I'm being a little pedantic but is that really true - that they HAVE to give you the old parts back? I'm not sure they do. In my experience, you can ask that the replaced parts be retained for your inspection but I didn't think it was your right.

They're your car bits. You're paying for new bits and the labour, so the old bits still belong to you...

(I asked a mechanic!)

Sometimes you have to actually pay for disposal of parts!