
Braking hard: How to complain about a car service
Had a less than satisfactory experience with your mechanic? Not sure how to resolve the matter? Before we tell you how to complain – and where – let’s look at some common grievances against mechanics and service centres.
Complaints about car servicing include everything from a lack of communication about the time or cost involved, to doing a poor job of the scheduled maintenance. As with any other service you pay for, you deserve to get what was promised – and you shouldn’t find any hidden issues after you drive out of their garage.
Common complaints against mechanics
Overcharging – It might be as simple as a mechanic charging more than was agreed upon when you booked your service. Always ask for a quote in writing before you leave your car, so the mistake can easily be rectified. Manufacturers have also come under fire for misrepresenting their capped-price servicing, with the Australian Competition and Consumer Commission (ACCC) warning them to review the wording in their terms and conditions. This followed an investigation into Kia, which did not list a specific price for its service, meaning the manufacturer charged what it liked.
Overservicing – Dodgy mechanics might say you need to replace parts that are still in good working order, such as replacing a battery or brake pads, or suggest a wheel balance that is not required. They may charge you for a part they don’t replace or install a secondhand part and charge you for new. They may even use counterfeit parts that are flooding the market. These operators rely on customers’ lack of motoring knowledge and the problem is often not picked up until you need to take your car to another mechanic.
Under-performing – A mechanic or service centre that does not communicate properly about any additional charges or problems they found with your car is not doing their job properly. You should not get a nasty surprise when you pay the bill because they didn’t inform you about extra parts or labour, nor if the car later breaks down because they missed something important. They should also treat you with courtesy and respect and explain all the work done in a professional manner.
Your rights and responsibilities
Under Australian Consumer Law (ACL), you have the right to transparent quoting. Car service centres and mechanics must also ensure that:
-
- They deliver services with due care and skill
- They are fully qualified with the right licensing (such as a motor vehicle repairer’s licence)
- All services and products are fit for purpose
- They do not damage or lose parts of the car
- They are provided within a reasonable time
You are also entitled to choose where your car is serviced, so if you find the right mechanic through a friend’s recommendation rather than the dealership you bought your car from, your warranty will not be affected.
As of June 2021, the Competition and Consumer Act also requires car manufacturers to share any proprietary repair and maintenance data with third-party service centres and repairers, so you can get the same service.
While car owners have many protections, you also have responsibilities that protect you if an issue with your mechanic arises, as well as others on the road. To keep your car roadworthy and safe, make sure you:
-
- Get you car serviced regularly by a qualified, licenced mechanic
- Never service the car yourself unless you fit the above description
- Service the car in line with the manufacturer’s recommendations (i.e. every six months or 10,000km)
- Use only quality parts and accessories
- Keep a service logbook
How to file a complaint against a mechanic
If you believe your service centre or mechanic has done the wrong thing, stand your ground. Review your quote and/or service agreement thoroughly to determine exactly where things went wrong.
Contact the mechanic and explain the situation, making it clear you understand your rights as a consumer. You can ring the mechanic in the first instance but if you want a more formal record, write a car service complaint letter – address it to the mechanic or service centre, as well as their manager or dealership. Outline the issue politely but firmly and ask for a quick resolution in writing.
If you don’t receive a response, follow up with a phone call, and keep notes of your discussion. When the situation cannot be resolved to your satisfaction, the next port of call is the relevant state and territory consumer protection agency or the ACCC.
Be aware that there are often fees involved if you need to resolve a dispute with the assistance of an administrative body, such as the NSW Civil Administration Tribunal (NCAT).
If you do end up in court, things can get very expensive. Weigh up your options and seek legal advice before taking that step – your local legal aid centre is a good place to start.
Better yet, make a complaint with us and let us help you handle it.