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Wednesday, 19 September, 2001, 11:31 GMT 12:31 UK
Garages face service probe
Garage mechanic at work
Dodgy repairs could be costing motorists up to �4bn a year
By the BBC's Sue Emmett

Finding a reputable garage has long been a nightmare for thousands of motorists - with dodgy car repairs ranking high on the list of complaints received by Trading Standards Officers.

Now a government-led task force has drawn up a list of proposals to address the problem.

Consumer Affairs Minister Melanie Johnson has acknowledged that standards in the industry are low, and that there is a high degree of dissatisfaction among customers.

"At the moment customers do not have confidence in the car repair industry," she said.

Consumer Affairs Minister Melanie Johnson
Melanie Johnson: Acknowledged low standards
"Car repairs need to be brought up to scratch and we will be keeping a close eye on progress.

"We will do what we can through consultation and if necessary, through regulation. But the buck stops with the motor industry itself."

The task force's inquiry was launched after an Office of Fair Trading probe indicated that 40% of all garages were thought to be providing a poor service on repairs and servicing, often forcing customers to pay to rectify the garages' mistakes.

It estimated that dodgy repairs and servicing could be costing consumers anything between �70m and �4bn a year.

Task force proposals

The task force's proposals include "a good garage scheme", which would be nationwide and lead by the industry to ensure that garages at least meet minimum standards.

It is similar to initiatives run by trading standards officers in some areas of the country.

For example Cheshire has what its calls a "golden spanner" quality award for garages which follow good practice.

The proposed minimum standards could include:

  • a system of registration with local authorities.
  • a formal complaints procedure and a nominated complaints officer.
  • written, detailed fixed price quotes for work including VAT, wherever practical.
  • the seeking of express permission from customers to proceed if the cost is likely to exceed the estimate.
  • the return of replaced parts to the customer for inspection where possible.

Plans attacked

But the proposals have been criticised as "vague" by the Retail Motor Industry Federation (RMI) which represents 10,000 garages in the UK.

A federation spokesman said the proposals lacked detail.

It was not clear if garages would have to apply for a "good garage" licence, how this would operate, and how customers would seek redress against garages within the scheme which did not come up to scratch, he said.

The Federation pointed out that the bulk of car repairs are carried out without attracting formal complaint and says that another system of regulation would be confusing to the consumer.

According to its chief executive, David Evans "garages already have the option of voluntarily joining a trade association like the RMI which sets out and monitors minimum quality standards in its membership criteria.

"There would be little value in replicating the system."

But the Consumers Association has welcomed the move.

"Consumers are paying billions of pounds for poor quality and unnecessary work, said Helen Parker, Editor of Which?.

"We are delighted that the government has recognised this and is taking action."

The proposals are now being submitted to consumer organisations and the motor repair trade for further comment and the DTI is to sponsor an undercover investigation of garages - by submitting vehicles for repair and assessing the service provided.


Money Box: Home Page
See also:

08 Aug 01 | Business
The soaring cost of running a car
25 May 01 | Business
Q&A: The cost of car insurance
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