Ripped off by Garage - Help ** But a happy ending **

[repmobile]

I'll be the first to say it, my younger sister is very 'blonde' when it comes to cars.

 

The circumstances are, she owns a new shaped 2005 Ford Focus 2.0 petrol (her pride and joy). Previously she had always taken it to the local Ford dealer near where she lives in North London for servicing etc.

 

However the car now being four years old with just upon 70k miles on Friday she took it to a garage that advertises in her local free paper and which someone had 'reccomended' to her for a service and MOT. She being she told the garage 'to do what was needed'.

 

Anyhow the upshot is when she collected the car, she was met with a bill for over £800 which she paid (cheque).

 

The bill states the garage has done various things on top of the service and MOT and she has been charged for the following parts, front discs and pads, rear brake shoes, front cv joint boot, front n/s wiper, cambelt kit and tensioner, water pump, auxillary belt.

 

Now, I am pretty sure (as she now is) that she has been ripped off by the garage. For starters the car has rear disc brakes (they charged her for rear brake shoes). But more worryingly is the 'Cambel kit and tensioner' - the engine being a petrol Duratec 2.0 is actually chain driven and doesn't have a cambelt (she didn't know this until she spoke to me - hence my going through the bill with a toothcomb). I cannot say the car didn't need the other parts allegedly fitted, but I am now very suspicious.

 

I think they have blatently ripped her off thinking she is a dizzy blonde (which, sad to say, she is).

 

Now, what would be the best course of action for her?. Should she stop the cheque?. Also should she (or me) challenge the garage first or speak straight to Trading Standards on Monday?

 

I am worried not just that she has been taken for a ride by these crooks, but who else might they have tried this on.

 

Any assistance is very much appreciated.

[Conniff]

Being a 'dizzy blonde' means taking the mickey out of not taking advantage of.

 

Don't do anything by phone or personal contact conversation unless you are recording the call or the face to face conversation. Only use recorded deliver mail and keep copies of everything you send and receive.

 

In the first contact I would just question the cam belt / drums and the charges for the work on them. What you do will depend on the answer you receive.

 

She shouldn't stop the cheque as commercial banking costs money and if things shouldn't be as they seem on the bill, she will be charged fees passed on to the garage by the bank.

 

To be absolutely certain, even though this car is supposed to have rear disc and a cam chain, visually inspect it for comfirmation that her car is actually as it should be.

 

Any further help you require, come back here and ask whatever you want, you will be replied to and guided as required.

Edited September 27, 2009 by Conniff

[LancerQRL]

is it not a petrol zetec which has cam belt

or a diesel duratorq which has chain?

[heliosuk]

Provided it's the "new shaped Focus" i.e. the middle one of the mark 1, 2 and latest 3 then it will have a Duratec engine which is indeed a twin cam chain driven engine. However it could also be a personal import with a Zetec engine so be carefull before gunning for the garage. On the balance of probabilities, given the sales figures it will be a domestic market one, but there is always the chance it's from somewhere else.

 

So we'll deal with each individual problem.

 

Irrespective of whether your sister gave permission to do whatever is necessary, the garage should have asked permission to replace. There are grey areas here as often the schedules say check but the amount of dismantling involved now means it's easier and cheaper to carry on.

 

The brake discs at this mileage were probably on the way out so to replace seems not unreasonable. The rear shoes as well. You do need to check if it has discs or shoes but again be carefull, some "editions" had these added as no cost features ( which don't cost them anything anyway). Consequently garage computer systems won't always give a labour time code so the person making up the bill will plump for the nearest code. It's the way the systems work.

 

If we have a case where a Zetec engine is fitted then yes, they were correct in doing what they did and have done a favour by doing the water pump at the same time.

 

The CV boot and wiper blade are MOT requirements so no contest there.

 

Personnally, I'd take the bill in to them and from what you have gleaned challenge it first. If it is Zetec then fine, if not ask for a refund, if it is rear disc and not drum, ask for evidence and cost differential, front discs and pads will be obvious.

 

If not then do what Conniff suggests, everything by writing.

[repmobile]

Thanks all.

 

I have just spoken to the garage on the phone. Apparantly 'the boss' who deals with things is not there at the moment (I don't believe that for one minute to be honest). He will apparantly ring me back later.

 

Just to clarify, it is a 2005 Mk2 Focus, 2.0 Zetec trim level with a Duratec petrol engine. It came brand new from a main dealer in London. I have a similar 2006 model myself (Focus 2.0 Titanium trim) petrol so having in the past compared both cars together side by side , I know they have the exactly the same engine and both have rear discs.

 

I will await the bosses call with interest.

 

Thanks again,. i will keep you updated.

[Conniff]

That's ok, it's always best to be certain.

 

You will probably find Camelot rings you before the garage.

[repmobile]

Well, at 8.30pm last night the garage proprietor did ring me.

 

At first he said they had done all the work on the bill. When he realised I knew what I was talking about re the 2.0 Duratec engine being chain driven and the car having rear discs his story changed saying they must have got my sisters bill muddled up with another customers bill as apparantly they had two Ford Focuses (Foci?) in for service and MOT that day (albeit my sisters name and car registration number is on the bill). I asked him if he could give my sister the other parts that had been taken off the car during the service for us to examine but he said they had been disposed of already.

 

He then went on to say due to Data Proitection he couldn't speak further to me but wanted to speak directly with my sister (alllegedly to sort it out) but although he has my sisters mobile number he hasn't contacted her.

 

What I would like to know is, is this alleged mistake with the billing likely? Could they have given the wrong bills to two customers? Also is he hiding behind Data Protection by not speaking to me further?. Also wWhat would be suitable recompense for my sister?

 

To be honest, I don't believe a word of what he said re mixing the two customers bills up but I cannot prove it and he knows that. To me it smells that they tired to rip off my sister.

 

Many thanks

[Conniff]

So this mystery Focus owner must have had a very reduced bill, lucky them.

 

"Is the mistake with the billing likely?"

It's feasable, but not very likely and in the absence of any proof, will have to give them the benefit of the doubt, but that doesn't absolve them and give them the right to just make an apology.

You will have to work out what the overpayment amount is and add to that what you want as compensation.

 

As they have already erred, I wouldn't take the offer of a free next service or free anything from them should they say they will give that.

Personally I would demand the full amount paid for the service be refunded.

[scaniaman]

Yea, it smells all the way up here to Scotland. Two points to consider, 1.Ask to see fitters job card, this should have car Reg. number on it. 2. If you think that this is going to drag on for a while/get really nasty, then get your sister to write a letter(to whom it may concern) stating that you have her authority to conduct business on her behalf. That gets round Data Protection. Best of luck.

[heliosuk]

It does smell like the stuff they put on the fields round here however lets not over-react. On the balance of probabilities, it is a rip off but as both Conniff and I point out it is feasible mistakes have been made and as I have said, the garages systems might not be fully up to this though admittadly is highly unlikely.

 

The thing is that they did come back to you so I would go and get the differences refunded (with your sister) and draw a line under it.

[repmobile]

Hi all,

 

Many thanks for the replies.

 

I have typed up a letter re me acting for my sister which she has now signed (it meant a 100 mile round trip for me to get her to sign it) and which I will post off by Royal Mail Special Delivery today (I thought doing it by Special Delivery will mean they cannot say they haven't received it).

 

I have also told my sister to book her car into the local Ford main dealer as she says the brakes don't feel as good as they did before the service (should also help prove whether or not they actually did change the pads/discs etc which they billed her for - when I met her yesterday it was dark so I couldn't tell). I also asked her to ask the main dealer if they could say whether the cv boot, air filter, oil etc was new as well.

 

So far the garage proprietor in question has not rung my sister and refuses to speak with me. Now, in my view, if they had made an honest mistake I feel sure they would have rang my sister to offer a refund etc but so far she has not received any calls (I know they have her mobile number as it is on the garage bill).

 

Anyway, I will keep you posted and many thanks for all the help so far.

Edited September 30, 2009 by repmobile
spelling error

[repmobile]

Hi all,

 

A further update.

 

I know the letter I sent to the garage by Special Delivery was signed for yesterday according to the Royal Mail website. However the garage owner has still not rang either me or my sister to make any ''offer.'

 

Anyway, her car was taken to the Ford main dealer this morning (I went there with my sister) to get the brakes looked at. The Ford dealer has stated that although there are new pads fitted to the front, the discs are in no way new ones only fitted a week ago (and done less than 65 miles). So despite being charged for front discs and pads, only the pads were changed. He also commented that the pads fitted were not Ford (Motorcraft) ones and looked very cheap. The dealer kindly let me take some photos of the discs and pads with my digital camera.

 

Also the rear brakes had not been touched by the original garage at all. In fact one back alloy wheel was stuck to the hub and only came off with some fairly heavy hits with a mallet,which the dealer said could not have happened if the wheel had only been taken off a week ago. The rear pads were very worn and the dealer has now fitted new rear Ford pads. He also commented that as part of the service schedule, Ford would have changed the Brake Fluid at this service which appeared not to have been done.

 

He also looked at the CV joint boots and said in his opinion neither was new due to the build up of dirt on them (again photographed).

 

He did agree that the oil and oil filter looked new, however it was an unbranded filter not a Ford one nor any make I have heard of (Fram, QHPartco etc). . However on the dipstick, the oil level just read on the minimum, not the maximum which I (and he) would have expected. He did say though he hoped the garage had used 5W-30 oil (it didn't state which oil had been used on the bill), so we are taking it back to Ford Rapid fit tomorrow for new 5W-30 Ford specification oil and a Ford filter to be fitted just to be on the safe side.

 

The Ford chap also said that the wrong air filter has been fitted and it had been squashed into its holder (again photographed).

 

He also confirmed to both me and my sister that the car indeed had a chain driven engine and no cambelts were fitted.

 

He was very helpful but did say if we wanted him to investigate things further he would have to charge us, particularly if we wanted the computer hooking up, but we thanked him for his help in doing what he had which was over and above what we has asked him to do anyway, also for letting me photgraph the various things (well done to Dagenham Ford!).

 

So, thinking about it I suppose the original garage proprietor will say that not only was it the cambelt bit muddled on the bill but probably it was the whole bill that had been mixed up with the other Focus (yeah I so believe him - not).

 

I intend to write to him again tomorrow, and enclose prints of the photgraphs and also a copy of the bill from Dagenham Ford. I think only a complete refund would be aceptable together with an apology. Is this suitable recompense?

 

Also, would Trading Standards be interested in this rather sad saga?

 

Many thanks.

[sailor sam]

Hi there,

 

Just come across your thread. VERY IFFY!

 

Write to them saying you expect a refund to reflect the work which was'nt done and list the items in question. Your letter should be sent again by recorded delivery and I would put in that you will expect a response within 14 days to avoid any further action.

 

Also it would'nt hurt to refer this to trading standards to see what they have to say. You never know, this garage may be known to them!

[heliosuk]

This is good stuff and you have done exactly what should have been. On the basis of what you have discovered, without doubt, this needs reporting to trading standards, if only to protect others.

 

Personally I would also go to the police as this is an obvious case of fraud. In fact I would go as far as to say that this deception is so serious that it borders on criminal intent to defraud.

 

Well done for getting the pics etc and even more well done to Dagenham Motors.

 

Perhaps now is the time to name and shame the repairer concerned. Always use the word alleged though!!!

[Conniff]

Any response to the photos and letter yet?

 

I think you should also ask for a 'full' refund of the service done as fair compensation for the trouble they have put you through after let alone the work charged for but not done.

 

we thanked him for his help in doing what he had which was over and above what we has asked him to do anyway,

 

I hope you slipped him the price of a pint

 

I might also be a good idea to drop the boss at Dagenham Ford a line with a bit of praise for this mechanic. Customers are very swift in dropping lines with complaints over the silliest of things.

[repmobile]

Hi all again,

 

Sorry for the delay in responding. I was away with work all today and could only confirm tonight that the letter and photos which had been sent by Royal Mail Special Delivery had been signed for which they had been at 1120hrs today.

 

Anyway, my sister had a call this afternoon from the garage proprietor.

 

Anyway, to cut a long story short, my sister mentioned aboiut the Ford garage not being able to get one of the back wheels off, to which the response was apparantly (allegedly) that they couldn't get it off either that was why the rear brake pads were not changed and it was a mistake to charge her for them (funny how previously it was a mixed up bill with another Focus in the garage on the same day that had caused the problem!). Anyway, he offered to refund my sister £500.00. She for once not being blonde said not likely.The offer was raised to £600.00 and again my sister declined and said she wanted a full refund.

 

She then (allegedly) got a sob story about hard times in the garage trade and he was doing her a favour by offering to refund so much despite all the work his garage did on her car (excuse me whilst I vomit!!).

 

Anyway, she told the garage proprietor that as per the letter I had sent to him, she wanted a full refund wiithin 10 working days or else Trading Standards would be asked to deal. The call then terminated.

 

So, its waiting game now to see if a cheque or whatever arrives.

 

Conniff, re the chap at the Ford garage, he refused point blank a 'gratuity' on the day however I think he will be personally looking after my sisters car in the future as he and my sister seemed to hit things off together really well and he is a really nice bloke - I know they have texted each other a few times and I think they are having drinkies later this week. Whats that saying about an ill wind etc etc!!

 

Anyway, I'll keep you posted (on the car front)!!

 

Many thanks

[heliosuk]

Good for her rep!

 

I totally agree with Conniff about writing to the Directors of Dagenham Motors about the service you received. From my time down that neck of the woods and knowing some of the lads who worked for the company they were always under pressure to make more money and customer service came second. They hated it and many left. The gratuity rejection also shows very high integrity.

 

Yes, the industry is having a tough time but you don't get over it by blatently ripping people off and falsifying invoices for work not done!!

[Conniff]

It sounds like it's coming on well.

 

Conniff, re the chap at the Ford garage, he refused point blank a 'gratuity' on the day however I think he will be personally looking after my sisters car in the future as he and my sister seemed to hit things off together really well and he is a really nice bloke - I know they have texted each other a few times and I think they are having drinkies later this week. Whats that saying about an ill wind etc etc!!

 

Anyway, I'll keep you posted (on the car front)!!

 

Not just on the car, I like a good wedding.

[benham3160]

Can you see if the items where failed on the MOT? (Bar cambelt etc..) If they where failed and then replaced, you should be able to get hold of a printout of the brake test from the RBT, which would show whether there was any reason at all to touch the rear brakes.

 

You can get the MOT history on the VOSA website with the logbook/certificate number, which will detail if the items where found to be at fault during the test - garages can now provisionally pass a car if they going to carry out the work within a certain time frame, but again if this option is used, it must be duly logged.

 

Regards,

Andy

[heliosuk]

Yes. true benham, but the issue here is worked charged for that wasn't carried out and for parts that physically didn't exist on the car, or for that necessarily authorised.

 

The fact is that what this garage has done is so outrageous, frankly it beggars belief.

 

Read the thread and you'll see.

 

This is the type of operation that needs stopping overnight. I have tried to think of an explanation to it but frankly from the information provided I cannot now think of any justification.

 

What we need to be doing is telling this garage to stop reading the daily stars planetry predictions and to get into the real world where technical knowhow and expertise along with customer service and professionalism actually mean something.

 

It's an appalling case of trying to rip someone off.

[repmobile]

Hi all,

 

Just an update - well no update really as nothing has been heard from the garage proprietor.

 

I have sent a letter of praise to the CEO of Ford Retail (who own Dagenham Ford) copied to the Principle of the Branch concerned. My sister getting on well with him apart, it was very good of the technician in question to do what he did. I know big dealer chains do get some stick at times but they have been excellent.

 

Anyway I will update further when I have more to report.

[Conniff]

My sister getting on well with him apart

 

This is what you should be concentrating on now, not the recovery, that's secondary, just think, a whole life of free servicing for your car, worth much more than you were ripped off.

 

Sorry, just whileing away the time waiting for them to reply

Edited October 8, 2009 by Conniff

[heliosuk]

This is what you should be concentrating on now, not the recovery, that's secondary, just think, a whole life of free servicing for your car, worth much more than you were ripped off.

 

Sorry, just whileing away the time waiting for them to reply

 

Perhaps it's a newly dreamt up marketing ploy Conniff

 

I think we should apply!

 

Great though that a garage gets the praise it deserves.

[repmobile]

Hi,

 

I can assure you this is no marketing ploy.

 

Whilst i may praise one person at Dagenham Motors, my view of their sister company 'up North' ie Polar Ford is definately not printable on a forum and is only beaten by the garage that this thread refers to.

 

Anyway, back on track, still nothing heard from the garage proprietor. He has had the letter for a few days now, so I don't know if he is making us wait on purpose or is just going to completely ignore it.

 

Just in case we end up there, would this come under the small claims court juristiction?

 

Many thanks

Edited October 10, 2009 by repmobile
spelling

[rickyd]

I've been reading this thread with huge interest and have been wondering what would happen if your sister's car had been involved in an accident?

 

Let's hope it never happens, but given the quality of work allegedly carried out and the questionable origin of the parts that were fitted, they would been directly in the line of fire if "defective vehicle" appeared on the accident report.

 

I agree with some of the commentators on here, one small error is human, two shows a sloppy approach but this is outright fraud. Charging for work not carried out, overcharging for work that was done and lying about brakes etc - how many more indicators are required here? These guys are total cowboys and their actions are beginning to make the main dealer look like a really good option.

 

Glad your sister now has a technician she's happy with but don't give up here, go for their jugular and don't forget to add in a sum for hassle and inconvenience too!

 

Good luck!