Unauthorized work done on car

srdb20 · 22-08-2022 2:51pm #1

Hi just looking for some opinions, I dropped a car into to be service and fix a drop link, also an issue with glow plug.( Which were replaced, that's all perfect)

Got a call this morning looking for 2000 for repairs. Got the itemized bill which had tons of stuff on it that was not looked for or authorized. Example brake pads and disc, tie rod end and a few other.

No phone call seeking authorisation or a quoting a price before hand and getting our ok to do the work. Surely this isn't the norm for a mechanic office.

Just wondering where I stand with this and any advice?

Girl Geraldine · 22-08-2022 2:54pm

Sit in and drive off. They will think twice the next time.

Tomw86 · 22-08-2022 2:56pm

Yeah a mechanic should be asking for permission to do any work outside of what you left it in for and discussed. Certainly a call to 1) ask if you want it done and 2) quote you a price would be the expectation.

I'm not sure where you stand on it. Is this a legit garage or a small cash in hand operation?

Personally I'd ask to speak to the Manager and state your case but hard for it to be 'undone' now. Interested to see how this pans out.

srdb20 · 22-08-2022 2:58pm

https://www.boards.ie/discussion/comment/119505891#Comment_119505891

I had thought about that lol.

I'm happy to pay for the work that we requested but the additional work is way more than the original work needed and requested.

srdb20 · 22-08-2022 3:10pm

https://www.boards.ie/discussion/comment/119505904#Comment_119505904

It's a legitimate garage, so I had expected it to be a more professional approach.

Would you have any advice in how to approach it.

There are two main issues, one we don't have that kinda money to pay for the additional work tat has been done, it's twice the original work that need to be completed.

If we pay for the original work cab we simply take our car, and he can have his unauthorized parts back.

bazz26 · 22-08-2022 3:31pm

2k is a hefty bill for any garage to just spring on a customer without getting prior authorisation. Most proper garages would know better than to go ahead with that work without prior authorisation as it's just not worth the hassle if the owner refuses to pay it. It's very possible that somebody in the garage made a mistake or got their wires crossed by not ringing you or they are pulling a fast one in the hope you just pay up now that the work is done.

You certainly need to speak to the manager or owner in person and state that you were not contacted about that amount of work and you would not have wanted it done as a 2k bill is not something you can just pay out of the blue. That puts the ball back in their court and leaves them with the option of either undoing the unwanted work (at their expense and time) or reducing the bill. It's up to both of you then to arrive at a reasonable outcome for both parties but personally I wouldn't be pressured to pay that price just because it's done now.

Tomw86 · 22-08-2022 8:04pm

As above, I would suggest speaking to the Manager and stating your case.

Tell them you're happy to pay for what was agreed beforehand and they are more than welcome to take out the parts related to the additional work, or they can massively reduce the price for it ( they may just charge for the parts and forefit the labour).

I also don't think they could object if you wanted to come to an agreement to pay a reduced amount over a period of months, so pay say 1400 over 6 months or something.

Muppet Man · 23-08-2022 6:45am

Ask them to put the old parts back in. It's an under handed way to upsell.

creedp · 23-08-2022 7:28am

https://www.boards.ie/discussion/comment/119508946#Comment_119508946

It seems to be an increasing problem and leading to a lack of trust with garages. Car left in for service with dealer recently and got the inevitable call looking to authorise over €1500 of repairs. 2 tyres at €150 a pop when the tyre cost under €100 elsewhere.

Replace front discs and pads (€400+) due to excessive corrosion. Had passed nct recently with no issue. Checked after and could see no issue. Also replace rear pads, as they were 80% worn. I get that nearly every service.

Finally nearly €500 to replace loose suspension joint.

I refused to authorise any work and guy got annoyed, saying I'd have to sign a disclaimer because tyres were illegal. While tyres are getting near to replacement, with one tyre worn on outer shoulder, they are not illegal. Needless to say he didn't follow through on threat.

Anyway main point is that dealer garages now seem to routinely upsell when servicing and as a consequence unless something is obvious I always refuse extra work and instead take car to independent garage to verify if work is needed. It's very important to clearly state in advance not to undertake any work unless work is authorised in advance.

In my case this approach is certainly backfiring for garage as if some of the upselling wasn't so obvious and commanding such a premium price I would be approving more work with garage.

Del2005 · 23-08-2022 7:30am

https://www.boards.ie/discussion/comment/119508946#Comment_119508946

If the pads and discs where bad then the garage can't release the car back to the OP if they do replace the parts, duty of care. They shouldn't have done any work without authorisation, but they could of refused to let the OP take the car if the parts where worn below limits.

Iodine1 · 23-08-2022 7:55am

The pads and discs are hardly that bad or the owner would have asked for them to be looked at?

I am responsible for the condition of my car not the garage and if illegal then I will be prosecuted. I'll sign the acknowledgement and decide what to do with my car myself. I have done so rather than just take the tyres the garage offered, cheap chinese, not even the same brand as the originals.

I don't believe they can hold my car, and act as Judge and Jury?

AlanG · 23-08-2022 8:16am

https://www.boards.ie/discussion/comment/119509040#Comment_119509040

What legislation or regulations is that under?

emo72 · 23-08-2022 8:22am

https://www.boards.ie/discussion/comment/119509040#Comment_119509040

I really think you are way off there.

Wailin · 23-08-2022 8:33am

https://www.boards.ie/discussion/comment/119509040#Comment_119509040

Utter nonsense. That's what the NCT is for, to highlight road worthiness of a vehicle. Garages don't have the authority to make that call and refuse to return a customers vehicle.

The Continental Op · 23-08-2022 8:37am

Funny how its so often pads and discs that get done went they don't need doing? One of the easiest jobs you can do on a car after an oil and filter change. I'd also include tie rod end as a fairly easy job a DIY mechanic could do on the side of the road. So its easy money for a easy job with the added benefit of being able to say it was done for safety.

fryup · 23-08-2022 10:39am

no prior phone call??? nah that's not on...i'd pay for the things requested nothing else

*had a local mechanic who use to 'sneak' in add on's - topping up coolant, oil, changing wiper blades, mud flaps for the extra few €'s

but nowhere near the scale of €2k now that's taking the mickey big time😐️

DaveyDave · 23-08-2022 2:37pm

I've never had anything done without a call and even then it's an advisory as they would likely need replacing before the next service.

Obviously you'll want to get the likes of brakes done but you also don't need a surprise 2k bill, a lot of people wouldn't have that money on short notice.

Still stihl waters 3 · 23-08-2022 2:42pm

.....

JoyPad · 23-08-2022 3:01pm

This is what happened to us too. Volkswagen dealer in Liffey Valley.

Vic_08 · 23-08-2022 3:25pm

https://www.boards.ie/discussion/comment/119505980#Comment_119505980

Legitimate my arse.

The backstreet independent I have used for 20 years would never do this, not to me or to a random person he had never done business with before.

The one time I had a specific job and service done at a main dealers, bill about €500 more than it should; 4 brake discs and pads. No way it was necessary and of course no mention of it before the demand for payment on checkout.

This sort of crap is endemic with main dealers. Sadly the Irish motor "industry" is full of cheating spivs and the bigger and shinier their premises the bigger their scams.

TheW1zard · 23-08-2022 3:35pm

Whenever i get work done, I say give me a ring etc

If I got handed a bill of 2k I would not pay, id probably then have to call the guards, then itd probably be called a civil matter.

Id then probably have to sue them!

23-08-2022 3:36pm

Thought something similar was happening to my wife, recently.

Dropped car in for a lock actuator and they phoned to tell her that the full service was done etc etc.

Turns out that there were two cars of the same model dropped off that day and they mixed them up. So her actuator wasn't even done.

Their resolution: Service is free, as you did not ask for it. Door actuator is now also free, as you have to be without the car again, while we do it

Flinty997 · 23-08-2022 3:41pm

Had this once with a Main Dealer. Refused the work asked them to put back on the old Discs undo what they did etc. I had to sign a wavier to take the car. Car passed the NCT the following week. Same garage different car when asked to use OEM parts for suspension work, didn't which I discovered later.

One of the reasons I stopped using main dealers (where I can) was that constantly had issues like this with them.

coylemj · 23-08-2022 5:02pm

https://www.boards.ie/discussion/comment/119509040#Comment_119509040

So wide of the mark that even an episode of the Simpsons featured it as a p1ss take. Guy in a tire shop tells Homer that it would be illegal for him to let him drive out with a bald tire so he had to fit a new one. Total garbage.

wonski · 23-08-2022 5:05pm

I would be rightly pissed off if a garage has done a work without asking first. If the work has to be done or not is customer's decision.

I can accept some small charges or adjustments of small amounts, maybe 20 euro. Anything over I would not be happy.

Happened to a friend of mine few years ago when he dropped a Renault van to the main dealer for a service. Iirc they replaced clutch without asking first...

I like Ford approach, and am sure many dealers do the same.

I receive short video footage showing tires condition and whatever they feel had to be changed or looked at. You receive a link with what they advise to change /fix either Amber or Red and you authorize/refuse it there.

Also got courtesy call to check my email.

No surprises when collecting the car.

You pay for the service, the rest is optional.

Muppet Man · 23-08-2022 5:49pm

Video is a nice touch for sure

kennethsmyth · 23-08-2022 6:15pm

https://www.boards.ie/discussion/comment/119511354#Comment_119511354

And now that garage is your go to as they have proven trust - if not being able to read a reg plate :)

DaveyDave · 23-08-2022 6:44pm

https://www.boards.ie/discussion/comment/119511211#Comment_119511211

I collected a car from VW Liffey Valley today. When the service was done I got a link to pay the invoice online for the service work that was done and had the option to tick a box to get the advisory work done for brake pads and discs. I declined, paid the invoice and got a code to collect my key from the kiosk.

The online check-in has a box to tick if you want wipers, but no upsell. Even wipers have only been an advisory for me in the past, they told me I didn't need them when I picked up a pair last time. Just now it was €50 Vs €47 for Mick's Garage so a fair price.

PsychoPete · 23-08-2022 8:10pm

Worked with a service manager that would often tell us to go a head and replace parts that were worn but he wouldn't actually get the customers go ahead to do the work or he'd ring them when the work was done. He had the mindset of "well it needs to be done" or if we told him a car needed tyres,brakes etc in a certain amount of mileage he wouldn't tell the customers and cutting corners by fitting spurious parts as oem. Thankfully he got sacked!

seagull · 24-08-2022 12:17pm

What was the result?

srdb20 · 25-08-2022 11:28pm

Hey thanks for all the advice, I spoke to some service manager and mechanic friends first who guided me on what was necessary and what was def not needed and just pure gouging.... then spoke to the owner and there seemed to be a major crossed wire about what was requested, that's what was told to me when I arrived anyway... the mechanic thought he had carte blanche to do whatever he thought the car needed. Don't know where that came from... but we agreed to pay for what was originally meant to be done and discounted rate for the "additional parts" that had been used but I wasn't paying for the labor cost of additional work. Explained we hadn't the money for all these unnecessary parts etc and they were installed without any prior authorization or even a phone call. Who has 2k knocking around?

The first bill was a shocker, will be very selective next garage we use. Normally I have a mate who is a mechanic, he does most of our cars but happened to be that he was in hospital for two weeks. Nightmare but all sorted now. Thanks again for all the advice lads.

lawrencesummers · 25-08-2022 11:42pm

This is pretty easy.

ring up.

get price.

book it in.

Pay when you drop it off.

collect car.

Go home.

If the did some complimentary brake pads then fair play to them.

User1998 · 26-08-2022 7:05am

https://www.boards.ie/discussion/comment/119523119#Comment_119523119

So what exactly were the additional parts that were fitted? And how much did you end up paying in total? If you plan on keeping the car for a long time, it doesn’t seem like a bad outcome on the face of it