01.Uneven track record
Motor vehicle repairers are among the types of professionals we like to deal with the least, keeping company with the likes of dentists and telemarketers. Most mechanics are honest, but what's being done to clamp down on unscrupulous repairers?
Motor vehicle repairers occupy an unenviable place in society. They’re often cited as one of the groups of professionals people least like to deal with, keeping company with the likes of dentists and telemarketers.
It’s unfortunate this is the case. We take our car to a repairer because they possess knowledge few of us have – and because, for most of us, keeping our car on the road is as essential as having clothes to put on at the start of the day. The motor vehicle repair industry has a vital role to play. So why the dubious reputation?
Case in point
A recent court case in WA offers a clue. In May this year, a service centre in the outer Perth suburb of Midland was fined $3000 and ordered to pay $2000 in court costs after it was found guilty of making false or misleading representations to a customer. He had taken his car to be serviced at the garage two years earlier and been told it required new brake pads and discs at a cost of $798. He declined to have the work done and lodged a complaint with Consumer Protection WA. An independent inspection of the vehicle found the brake pads and discs didn’t need to be replaced. The company was taken to court and fined, by which time it had gone into liquidation.
This case highlights how some practices in the motor vehicle service and repair industry contravene consumer law. The vast majority of vehicle repairers abide by strict ethical standards and take their responsibilities to their customer seriously. But some repairers may be taking advantage of their customers, over-charging them for parts that aren’t needed or diagnosing faults that don’t exist. These mechanics do little to help the reputation of what is otherwise an honourable trade.
Does the vehicle repair industry have a case to answer or has it been unfairly maligned? What steps have been taken to clamp down on unscrupulous repairers? And what can you do to avoid being ripped off?
CHOICE spoke with the owner of a garage in Sydney’s inner south who indicated that over-servicing in the industry is “rife”.
It’s difficult to quantify the extent to which over-servicing occurs as the phenomenon appears to be underreported. Some consumers may not know they’ve been presented with an inflated quote for their car to be serviced or repaired and submit to that work without questioning it. Others suspect something fishy but feel bound to foot the bill, not realising their rights as a consumer are protected by the Australian Consumer Law.
But statistics show that instances of poor servicing do take place. A spokesperson from NSW Fair Trading confirmed the department had received 1486 complaints between 1 July 2011 and 29 May 2012 regarding vehicle repairs. The majority of the complaints related to the quality of the work or raised concerns that the work was defective.
These complaints could, of course, be put down to shoddy workmanship on the part of the repairer. Over-servicing, however, connotes something far more malevolent – an intention to deceive for the purposes of unfair gain. Anecdotal evidence offered by repairers themselves sheds light on the practice in the absence of any hard figures.
CHOICE spoke with the owner of a garage in Sydney’s inner south who indicated that over-servicing in the industry is “rife”. “There are a few cowboys out there, that’s for sure,” he says. “There’s a lot of good in the industry, but unfortunately the good guys are tarred with the same brush.”
He knows of a number of instances of repairers over-servicing customers’ vehicles, but says he’s also aware of other ploys. He told us the story of a nearby repairer, now out of business, that sold service dockets for $65 that promised savings worth $800. Once a car was brought into the garage by a docket holder, a higher-than-normal quote was then given to the customer. “If the deal sounds too good to be true, it probably is,” he says.
Choosing the right quote
At the same time, the garage owner cautions consumers against accepting the cheapest possible quote, saying that modern cars, with their complicated in-built technologies, are becoming increasingly pricey to repair. This point was supported by a Brisbane-based motor mechanic we spoke to.
He says repairers can arrive at a cut-price quote if the customer is prepared to have cheap – and often inferior – parts fitted to their vehicle.
Though some circumstances might suit a bog-standard part being fitted, such as when a car is coming to the end of its lifespan, it’s not something he generally recommends. Shop around for the best available quote, he says, but be guided by a repairer’s professionalism first and foremost and take heed of the recommendations of friends and family.
Your gut instinct is rarely wrong, he says. On a positive note, he says it doesn’t make sense for repairers to treat customers badly because they rely on good word of mouth and repeat custom. While he concedes “over-servicing can and does happen, it’s probably not as widespread as people think”.
Further protection for consumers
Some state governments are looking to improve consumer protection in the motor industry. In NSW, there are plans to consolidate that state’s Motor Vehicle Repairs Act with the Motor Dealers Act. This merger is aimed at improving the regulation of the motor industry and strengthening levels of consumer protection. WA’s Department of Commerce (comprising Consumer Protection) will soon embark on a secret shopper campaign to verify whether work quoted for vehicles actually needs to be carried out.
These initiatives are designed to improve the protection already offered to consumers. In NSW, for example, repairers must be licensed with NSW Fair Trading to operate.
They must display their licence and only certified tradespeople are authorised to carry out repairs. Under the Australian Consumer Law, motor vehicle repairers across Australia have a responsibility to ensure the work they carry out is done in a workmanship-like manner, and it is an offence for them to engage in conduct that is misleading or deceptive.
Consumers may seek recourse if they feel they’ve been taken advantage of. Anyone who believes a repairer has acted in a dishonest or fraudulent manner can report the matter to the relevant consumer protection body in their state. Repairers can be fined, as the service centre in Midland was. And, in the case of a serious ethical breach, a vehicle repairer can have their licence suspended or cancelled.
For more information about car maintenance, see Cars.