Problems - Local Garage - Advice Wanted

Loobeylou

We have been reasonably regular visitors to this particular small local tyre/exhaust centre for several years now, and so are well known to them. We have recommended a couple of relatives to them, and the garage has been aware of this. We have never had any problems with them ... until now.

Took our old reliable Audi Coupe in for MOT, and for them to fit replacement parts to the exhaust. The old exhaust had been on since new, but they needed to replace the middle and end parts. They ordered the parts and the car went back.

My hubby took me to the garage to pick up the car and we discovered that instead of putting on a shaped end piece similar to what had been on previously, they had put on a bog standard tail piece which was slightly squared off in shape. It looked totally wrong. My husband stated that I was not happpy, but the part owner of the business advised that we could "get a shaped end from Halfords", "the correct end piece is difficult to come by", and "if we had managed to get the shaped end it would have cost an extra £50". So we paid - by debit card (wish it had been credit card now).

I later tried to obtain a tail piece from Halfords - not that simple! Was still not happy, so went to a large tyre/exhaust place in a nearby town, explained the situation and they took a look. We then went back into the office to have a look at the parts book and found the correct parts for our make/model, which had the large shaped end. So much for difficult to come by, and it was not that much more than the piece the first garage had put on.

So, with this knowledge I then wrote a letter to the part owner of the original garage stating all of the above and that we were not happy. Quoted the correct part numbers and stated we wished to have the exhaust replaced with the correct parts. We also stated that if we had been given a choice regarding the tail end then we would have gone for the shaped end. Posted this a week and a half ago, and so far there has been zilch response.

So ... where do we go from here based on the fact that we do not think they are going to respond. Where do we stand in law?

Any advice would be good from you really helpful people out there.

PS - Apologies if I have posted this on the wrong board - if so, please move.

Wig

In law you recieved a service you were not satisfied with. It is now up to a judge to decide whether your exhaust as fitted is suitable for the purpose, to come to a decision he will have to decide if in this case the aesthetics are important enough to warrant the cost of replacement. So if you feel you have a case then the simple route open to you is the small claims court.

Before you do that, however, it is important to allow the garage to come up with a solution. They may not have a solution.

Solutions I would think of,

The garage sources and fits a tail piece for you, subject to your prior approval of the part before ordering.

The gargage obtains the correct tail pipe and fits it.

The garage might not like the sound of either solution and could just leave the ball in your court.

*If this was me I'd just learn from it as a mistake, it's a mistake I'd never have made because I would have made sure I saw the exhaust diagram in the book before I agreed to the order.

I don't know what you mean by "squared off at the end" but Halfords (or any motorfactor) will have chrome ehaust ends of various shapes, you could go to a couple of local motorfactors and ask them what they have which would fit.

I assume what you mean by slightly squared off, you mean the round pipe is square at the end, in this instance probably an inch or two will have to be cut off to fit the new chrome end on.

Loobeylou

Wig - thanks for your input. Are you a legal chappie/chapess (as in your name)?

The tail piece is nearly round, but squared off. However, due to the fact that the exhaust is sitting crookedly, any tail piece from Halfords (or wherever) is also going to sit crookedly.

Yes, I wish we had thought to look at the part prior to it being fitted, but to be honest how many people would just assume - like us - that the (very small) garage knew what they were doing and had obtained the correct piece for the vehicle in the first place? As regards a parts book, the original garage did not have one - they phoned up a supplier and ordered a part supposedly for that particular Audi Coupe.

In our letter we did state that we wished for the parts to be replaced.

I do wonder whether to write to the other (original) partner in the business. He tends to take a back seat and concentrate on his big truck speedway type business these days. But we are really unhappy that the "hands on" partner has not responded as yet. If there is no response from them after the next letter then we are going to have to face the fact that they don't want to know. But they will not receive any further business from us, and we will be spreading the word around.

wobbley

If the rear of the replacement exhaust is crooked I would think it may be not the correct part for that particular car. It sounds as if it may be an after market exhaust of similar dimension that they have fitted. It's not just the size of the exhaust that matters but also the amount of 'back pressure' it creates can affect the performance of the engine and fuel economy. I would suggest taking it further afield to an exhaust specialist who could possibly identify the exhaust fitted and confirm if it is for your particular car or not. If it is not then you would be in a much stronger position to go back to the garage and demand they sort it. Good luck

Wig

Hmmm, after reading your reply, I'm starting to think it might actually be the wrong part, and not just a cheaper alternative as I initially thought.

*No the wig is not a legal wig...LOL* - so take anything I say with a pinch of salt.

I would say to the garage, the real part does exist, it is

Bosal exhaust Part Number:

and also point out this part (fitted) is also sitting crooked - indicating it is the wrong part.

If they do refuse to help you out, write them a letter stating you will have the fault rectified elsewhere and you will be recovering all your costs from them. Take a photo of it. Go to another garage, ask them to fit the correct part and also ask them if they would give a letter to say the part fitted was not correct for the vehicle.

*and make sure you keep the currently fitted part because that will belong to the garage who fitted it.

If you can't get this, ask them for a photocopy of the exhaust catalogue the page(s) illustrating the fitted part and the correct part, so you can show the judge the part fitted was not for your model.

In this case you will be claiming for the cost it took to set you straight & the court fee.

If you want help, Trading standards will write to them on your behalf, this quite often is enough to get them to agree to solve the problem.

*Always exhaust ( :rotfl: ) all your options before going to court, this means yes write to the other partner involved, or just phone him up it's sometimes easier and quicker to get something solved over the phone.