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Should i pay my garage?

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By *annyDanielle OP   Man
2 weeks ago

Street, Somerset

My car developed a fault so i took it to my local garage who ran a diagnostic to locate the problem. They tell me fault is a tiny, but rather expensive, box of tricks in the engine management system.

A new part is fitted but the problem persists, should i still be expected to pay them?

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By *ust a blokeMan
2 weeks ago

Leicester

Go back to them so they can see that their diagnostic was incorrect and ask them what they’re going to do to put it right. It may be a genuine error on their part, so don’t go in with all guns blazing !

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By *annyDanielle OP   Man
2 weeks ago

Street, Somerset


"Go back to them so they can see that their diagnostic was incorrect and ask them what they’re going to do to put it right. It may be a genuine error on their part, so don’t go in with all guns blazing !"

I get that. I've been with them for years and always had an excellent service so i don't want to fall out with them. I'm just wondering about my rights as a customer.

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By *annyDanielle OP   Man
2 weeks ago

Street, Somerset


"Go back to them so they can see that their diagnostic was incorrect and ask them what they’re going to do to put it right. It may be a genuine error on their part, so don’t go in with all guns blazing !

I get that. I've been with them for years and always had an excellent service so i don't want to fall out with them. I'm just wondering about my rights as a customer."

Would it be reasonable to withhold payment? I don't have money to throw around.

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By *lue555Man
2 weeks ago

harrow

Don’t pay they didn’t fix it.

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By *al430Man
2 weeks ago

Nearby

You have to give them a chance to rectify the problem The job isn’t finished until it’s fixed

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By *uffolkman22Man
2 weeks ago

lavenham

If you asked a plumber to fix a leak and he didn’t would you still pay him ?

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By *annyDanielle OP   Man
2 weeks ago

Street, Somerset


"If you asked a plumber to fix a leak and he didn’t would you still pay him ?"

Good point.

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By *damb00Man
2 weeks ago

Leicestershire

If they’ve not fixed the issue you went there for, don’t pay

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By *hris111mcrMan
2 weeks ago

salford

Technically you should really pay them it's your car and your responsibility at the end of the day but it all depends on what you asked them to do in the first place, even if you went to a main dealer (I worked for one so I know) they will charge you for the time spent on the vehicle .

With that said it all depends kn the actual fault, cars are very complex these days and quite often the only way to resolve a issue is to start from the most simple thing and work your way through the systems, but this is something your garage should have made you aware of in the first place.

What I would say is go to email the garage so that you have it in writing telling them the origikn fault , what they have done, and what its doing now, you can always ask for a diagnostic report showing what faults were there when they plugged in the diag tool.

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By *annyDanielle OP   Man
2 weeks ago

Street, Somerset


"Technically you should really pay them it's your car and your responsibility at the end of the day but it all depends on what you asked them to do in the first place, even if you went to a main dealer (I worked for one so I know) they will charge you for the time spent on the vehicle .

With that said it all depends kn the actual fault, cars are very complex these days and quite often the only way to resolve a issue is to start from the most simple thing and work your way through the systems, but this is something your garage should have made you aware of in the first place.

What I would say is go to email the garage so that you have it in writing telling them the origikn fault , what they have done, and what its doing now, you can always ask for a diagnostic report showing what faults were there when they plugged in the diag tool."

Thanks. I would have thought, though, that i shouldn't have to pay for the replacement part if that proved to not be the problem.

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By *awihMan
2 weeks ago

Aldershot


"Go back to them so they can see that their diagnostic was incorrect and ask them what they’re going to do to put it right. It may be a genuine error on their part, so don’t go in with all guns blazing !

I get that. I've been with them for years and always had an excellent service so i don't want to fall out with them. I'm just wondering about my rights as a customer."

Would suggest you check out your statutory consumer rights. First tell them that the problem is not fixed and give them the chance to rectify it correctly. If you don’t get any satisfaction, how did you pay? If you paid be credit card (not debit card) you can contact your card issuer (even if you have paid off the bill). Look up Section 75 of the consumer credit act as there is a joint liability. If you paid by debit card, your bank may do a charge back for the original repair (not sure if this is optional for them or not unlike credit cards).

But whatever you should notify the garage as soon as possible and give them the chance to rectify the problem first. If they value your business they will be reasonable, if not then you need to look at your options including some of the things I’ve already mentioned - but you need to act quickly as there will be time limits.

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By *nthebuffMan
2 weeks ago

Liskeard

I've had similar, but was told it could be x or y. On the suggestion of the garage, we tried X first, being the cheaper option. No change, so we then had to go for y.

Was more costly and in my case a joint decision and a garage I'd used for some years.

If the bill is still outstanding but the car needs to go back in, I wouldn't make a point of not paying, especially if you want to use the garage again. I'd just sort the final bill once everything was resolved.

My garage almost always queries what I want to do before going ahead, but sometimes especially with modern vehicles with sensors all over the place, it may need more than the part they thought at first

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By *hris111mcrMan
2 weeks ago

salford

Yes thats exactly right thats k why I suggested sending an email then yoj have it written down as to what they have replaced and why.

If you get a response from them and are not sure you can PM me and I'd be happy to look over what they have done and advise you on what to do next.

As to your statutory rights you have to give them the chance to put right what the fault is and if they fakl then you can gake it to the ombudsman that said its a long and painstaking process and is usually more useful when a car was bought from a dealer and youve been back to them in a case like that the ombudsman can instructed the dealer to wined back the deal.

In a case like yours it probably wouldn't be worth going down that road but obviously dont tell the garage that.

Good luck with it and if you need any help id be happy to just PM me.

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By *m3232Man
2 weeks ago

maidenhead

Some faults are quite hard to track down accurately and fit the right part.

Lots of garages will just throw parts at the problem till it fixes it.

The more modern cars can be a shit fest for this.

What you should have agreed at the beginning is what of it doesn’t fix it who’s paying.

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By *W BiMan
2 weeks ago

Lancaster

This is a common and frustrating situation. In the UK, your rights are covered by the Consumer Rights Act 2015, which states that a service (like car repair) must be carried out with reasonable care and skill.

If the original fault was not fixed, the garage has likely breached the contract, and you generally have the right to a remedy.

Here is a breakdown of the steps you should take and your rights:

1. Talk to the Garage First (The Negotiation)

Before refusing to pay, you should always try to resolve the issue directly with the garage.

• Explain the Problem: Clearly explain that the original fault persists and the repair has not been successful.

• Ask for a "Repeat Performance": Under the Consumer Rights Act 2015, your initial right is to ask the garage to re-do the work to fix the fault, at no extra cost to you, and within a reasonable time.

• Keep Records: Make sure to keep a record of all communication, including dates and what was discussed. An email or formal letter is best.

2. Your Right to a Price Reduction/Refund

If the garage is unable to fix the fault, or if they refuse to try again (a "repeat performance"), you are entitled to a price reduction, which can be up to a full refund if you have received no benefit from the work.

• Payment for Parts/Labour: If they replaced a part that was proven to be faulty or misdiagnosed, you could argue for a refund on the part and the labour associated with it, as the service did not deliver the result you contracted for (a fixed car).

• Paying "Under Protest": If the garage refuses to release your car unless you pay, you can pay the bill but write "paid under protest" on the invoice/receipt. This indicates that you disagree with the charge and intend to claim the money back. The garage can legally retain your vehicle until the bill is paid (known as a "lien").

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By *wordfight70Man
2 weeks ago

Baldock

One thing is very clear, you certainly do owe them money, they've spent time and energy in an effort to fix the problem. Main dealer garages charge about £160 for a diagnostic check alone. So withholding payment isn't a fair step.

Now, the fix hasn't been to your satisfaction so you do have some options there, (well explained by the others above). But refusing to pay isn't the right course of action. Go and talk to them about what they can do next to put it right.

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By *tephen_b50Man
2 weeks ago

Bristol


"This is a common and frustrating situation. In the UK, your rights are covered by the Consumer Rights Act 2015, which states that a service (like car repair) must be carried out with reasonable care and skill.

If the original fault was not fixed, the garage has likely breached the contract, and you generally have the right to a remedy.

Here is a breakdown of the steps you should take and your rights:

1. Talk to the Garage First (The Negotiation)

Before refusing to pay, you should always try to resolve the issue directly with the garage.

• Explain the Problem: Clearly explain that the original fault persists and the repair has not been successful.

• Ask for a "Repeat Performance": Under the Consumer Rights Act 2015, your initial right is to ask the garage to re-do the work to fix the fault, at no extra cost to you, and within a reasonable time.

• Keep Records: Make sure to keep a record of all communication, including dates and what was discussed. An email or formal letter is best.

2. Your Right to a Price Reduction/Refund

If the garage is unable to fix the fault, or if they refuse to try again (a "repeat performance"), you are entitled to a price reduction, which can be up to a full refund if you have received no benefit from the work.

• Payment for Parts/Labour: If they replaced a part that was proven to be faulty or misdiagnosed, you could argue for a refund on the part and the labour associated with it, as the service did not deliver the result you contracted for (a fixed car).

• Paying "Under Protest": If the garage refuses to release your car unless you pay, you can pay the bill but write "paid under protest" on the invoice/receipt. This indicates that you disagree with the charge and intend to claim the money back. The garage can legally retain your vehicle until the bill is paid (known as a "lien")."

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By *tephen_b50Man
2 weeks ago

Bristol

[Removed by poster at 02/12/25 12:11:38]

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By *tephen_b50Man
2 weeks ago

Bristol


"Some faults are quite hard to track down accurately and fit the right part.

Lots of garages will just throw parts at the problem till it fixes it."

Indeed. It's very easy for a garage owner to shrug his shoulders and say he doesn't have the equipment - or worse, the equipment doesn't exist - to diagnose the fault, so the standard technique is to keep replacing parts - at your expense - until the fault disappears.

And he can go on doing this to every customer who comes in with a fault. There's a very strong incentive for him NOT to invest in technology and skills, when it's so much more profitable to get the customers to buy lots of expensive and unnecessary components, and pay all the labour costs involved in his experimental process of elimination.

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By *xLedZepxx2Man
2 weeks ago

Didcot


"If you asked a plumber to fix a leak and he didn’t would you still pay him ?"

difference here is the plumber could see the leak, the difficulty with modern cars is the amount of complicated electronics, you can't see an electrical fault, you just rely on what the diagnostic computer tells you and unfortunately modern mechanics, especially those that cut their teeth in main dealers are too reliant on diagnostics and playing parts darts. An example of reliance (easy money) of diagnostics, I had an ABS fault on my car and it turned out to be a very common and well known problem for my model of car, a plastic spacer breaks up and screws up the signal going to the sensor, an easy fix, they just clear the debris, but oh no not Vauxhall, they need to do a full diagnostics at something like £100 first.

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By *ildwestheroMan
2 weeks ago

Llandrindod Wells

Technically the new part should be under guarantee although that is not always the case. Sadly some guarantees are not worth the paper they are written on. Some only cover the parts but not the labour which can cost way more.

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