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Repairs

No matter how well you look after your car at home, sooner or later it will need to go to a repairer. Here are some tips to help you get the work done satisfactorily.

Find the right repairer
Take time to choose a reputable repairer. Ask friends and relatives for the names of repairers they use and are happy with. Find out if the repairer is a member of an industry or trade association.

Check whether the repairer is qualified to do the job and has access to the necessary equipment. Cars are increasingly complex machines, often with sophisticated electronics and electrical systems, so your general repairer may sometimes need to sub-contract part of the work to a specialist.

Take a look around the premises before handing your car over. A clean and well organised workshop signals an efficiently run business.

Problems come with age
Repair costs are likely to increase with the age and mileage of a vehicle and spare parts could become difficult to obtain.

Keep in mind that diagnosing a car's problems is not always straightforward. Sometimes, exploring one fault can reveal another fault that wasn't part of the original quote.

Help the repairer to find the fault
When you take your car to the repairer explain as clearly as you can the signs and symptoms of the problem. Allow enough time to discuss the problem and, if necessary, go for a test drive so you can point out the problems as they occur.

Ask how much the repairs will cost
Ask for a written estimate before you have any work done. The quote should clearly outline the repairs necessary and the cost of the work, including the cost of parts and labour and any agreements or promises given.

It may be appropriate and cheaper to repair your car with second-hand parts, so find out early on if a used part is a safe option for a repair job.

Beware of repairers who ask for up-front payments, either before the work has begun or before it is completed.

Before you leave your vehicle for repairs
When you have explained exactly what you want done, ask the repairer to report any upcoming maintenance that may be required on the car. This will help you to develop a maintenance plan.

Ask how long the repairs will take and make sure you are contactable during the repair period, in case you have to authorise
extra repairs.

By law, the repairer must keep a record of each vehicle received for repair, so before leaving the vehicle you should be asked to sign a job card or repair order.

Repairs after the work has started
Make it very clear to the repairer that you must be contacted before any additional work is begun. You will need to discuss the extra cost and how you will pay for it. It makes it easier for the repairer if you make contact regularly for a progress report, and it's important you are available on your contact number when you say you are.

Warranties on repairs
By law, you are entitled to a warranty on the parts used and on labour, so remember to ask about the manufacturer's warranty on the parts and the repairer's warranty on work done. Make sure any warranty details are noted on the invoice. Parts and labour must last for a reasonable length of time.

Second-hand parts
Although second-hand parts aren't always ideal for repairs, sometimes they are all that is available.

After the repairs

The repairer is obliged to give you any of the parts removed from your vehicle if you ask for them, except when ‘change-over' parts are used. Change-over items are returned to the supplier for re-manufacture.

Before you pay, obtain an itemised account listing what repairs were undertaken and how the costs were calculated.

Payment
When the repairs have been completed, ask for a receipt and keep it in a safe place. A receipt may be required before warranty repairs are undertaken or accepted.

If you are unable to pay and you haven't come to any mutually acceptable financial arrangement, the repairer has the legal right to keep your car until you can pay. In some cases the repairer can also charge a storage fee. Your best option may be to try negotiating payment by regular installments until you have paid off the repairs.

Problems with the repairs
If you experience problems with your repairs discuss them with your repairer. Provide the repairer with the opportunity to rectify any faults.

If you are still experiencing difficulties and the repairs were carried out under insurance, contact your insurance company. If the repairer won't negotiate with you, you should let your insurance company know. It may be necessary to obtain an independent report from a suitably qualified person to back your claims.

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