Repairs |
If your vehicle needs a service or repair:
- find a reputable repairer
- get written quotes from at least two repairers
- explain all the problems
- check all payment terms and conditions
- emphasise that repairers must only carry out work that you authorise
- ask for an itemised bill
- understand the repairer´s policy for resolving disputes
- be aware of your obligations under your vehicle´s warranty.
Find a reputable repairer
Make sure the repairer you choose is reputable, qualified to do the job and has access to the necessary equipment.
Going to one reliable repairer builds up a service history for your car. It also allows the repairer to better advise you of upcoming repairs.
Get at least two quotes
Get at least two written quotes for any repairs or services. Estimates are often verbal and approximate, while quotes are more specific and itemise the work to be done.
The quote should outline the repairs and the costs, including parts, labour and any agreements or promises given.
Be aware that if the repairer prepares a written quote, they may have to diagnose the fault. Before leaving your car, check whether they will charge you for this.
Don't feel pressured into having a repair carried out. Ask the repairer to explain the fault clearly without using technical jargon. If you are unsure about the repairs or they sound expensive, shop around for other quotes and advice.
Explain all problems clearly
Be clear and specific when describing the vehicle problems to a repairer. The more the repairer knows about the problem, the easier it will be to find the cause and fix the problem the first time.
It´s best not to ask for specific repairs or diagnose the problem yourself. If you do ask for a specific repair and it doesn´t fix the fault, you can´t hold the repairer liable.
Check payment terms
Before making a commitment to a repairer, check the terms of payment.
If you can´t pay and don´t make a financial arrangement, the repairer can keep your car until you do pay. See uncollected goods.
Authorise all repairs
Make sure the repairer clearly understands that they can only carry out repairs that you authorise. They should only complete work additional to the original quote if you give them permission to do so.
Get an itemised account
Before you pay for repairs, ask the repairer for an itemised account that includes work done, labour charges, parts and any warranties that apply.
Get a receipt and keep it with your car records.
Tell the repairer, before they commence work, if you want any old parts returned after the car is repaired. They should be able to show you why parts were replaced.
Always keep a record of repairs and services done on your car to help you with any warranty or repair disputes. If you want to sell the car, these records also show that you car maintained the car well.
Resolve disputes
Try to resolve any disputes directly with the repairer first. Clearly discuss why you are dissatisfied with the repairs or service.
If you are not happy with the response, write to the manager. You can also contact the Motor Trades Association of Queensland (MTAQ) for advice if your repairer is a member.
If you still are not satisfied with the response, you can lodge a complaint with us or make a claim with the Queensland Civil and Administrative Tribunal.
Real life story
Read a real life story about the importance of getting multiple quotes for car servicing.
Last reviewed 22/11/2011 |
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