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04/04/2005
Car mechanics blasted over service and charges
The National Consumer Council (NCC) has blasted vehicle mechanics for giving consumers "shoddy service" and "rip-off charges".
The NCC has now threatened to issue a "super complaint" to the government about the matter.
In a letter issued to the industry trade bodies, the NCC accused the car repair industry of "inaction" and "lack of engagement" with the problems suffered by consumers. The NCC accused the industry of "failing to regulate itself effectively" and announced that it was launching an examination of the industry and what can be done to improve standards.
The NCC claimed that every mystery shopping exercise on car repair and servicing businesses showed that customers were getting a "bad deal". The watchdog found common complaints included missed faults, poor standards of work and customer care and unnecessary work being carried out. The NCC also said incidents where industry standards were not complied with and charges for work that hadn't been carried out were also made.
The cost of shoddy work and poor service was estimated to cost consumers around £4 billion, a Department of Industry task force reported.
Women were most at risk of being giving a bad deal or service, the NCC claimed.
NCC chair, Deirdre Hutton, said: "Owning and running a car is expensive - the equivalent of about a third of the purchase price goes on servicing and repairs during its lifetime. Most consumers aren't car mechanics - they don't know what needs doing to their car, whether it's been done properly or whether they've got value for money. What's more, shoddy repairs can put consumers and their families at risk of serious injury or death."
The Retail Motor Industry Foundation (RMI) is reported to be working with both the Office of Fair Trading (OFT) and Department of Trade and Industry on proposals to improve consumer protection.
(KMcA/SP)
The NCC has now threatened to issue a "super complaint" to the government about the matter.
In a letter issued to the industry trade bodies, the NCC accused the car repair industry of "inaction" and "lack of engagement" with the problems suffered by consumers. The NCC accused the industry of "failing to regulate itself effectively" and announced that it was launching an examination of the industry and what can be done to improve standards.
The NCC claimed that every mystery shopping exercise on car repair and servicing businesses showed that customers were getting a "bad deal". The watchdog found common complaints included missed faults, poor standards of work and customer care and unnecessary work being carried out. The NCC also said incidents where industry standards were not complied with and charges for work that hadn't been carried out were also made.
The cost of shoddy work and poor service was estimated to cost consumers around £4 billion, a Department of Industry task force reported.
Women were most at risk of being giving a bad deal or service, the NCC claimed.
NCC chair, Deirdre Hutton, said: "Owning and running a car is expensive - the equivalent of about a third of the purchase price goes on servicing and repairs during its lifetime. Most consumers aren't car mechanics - they don't know what needs doing to their car, whether it's been done properly or whether they've got value for money. What's more, shoddy repairs can put consumers and their families at risk of serious injury or death."
The Retail Motor Industry Foundation (RMI) is reported to be working with both the Office of Fair Trading (OFT) and Department of Trade and Industry on proposals to improve consumer protection.
(KMcA/SP)
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