Ask an expert

Recently our car was sent to a garage for a head gasket repair. I was initially quoted one price and when they took it apart they called me and told me it would be about $1000 more than the initial estimate.

I agreed on the new price and asked them to repair the car.

I heard nothing more from them until the car was finished and told to come and collect the vehicle. Upon collection, I was told there were some additional charges and the bill would be $300 more than what I had agreed on.

Is this standard or legal practice to increase the bill without calling or getting the customers consent first?

I felt ripped off and as the car was already back together there was nothing I could do about this additional $300 charge.

Ryan

From the "Ask Jack" archives - 29 November 2009

Lack of communication is the biggest contributor to these sorts of issues.

Yes, the repairer has a responsibility to inform you of any cost increases as the job develops. In fact the repairer should have warned you about the possibility of increased costs once the head was removed before a spanner was ever placed on the engine.

These types of repairs are quite common within the industry and they know how much costs can escalate once the head is removed.

I have to say however, customers have some responsibility too and they need to stipulate some ground rules any time a vehicle goes into a garage for repairs or servicing.

For example, there should be a clear understanding that the bill payer is informed immediately of any increases over the original estimate and no work should continue without their approval and this should be documented by both parties. This instruction should be written on the initial job card and signed by the customer.

I don't believe you can do a lot about this now as the repairer is likely to say their understanding was they had your approval to proceed. How do you prove otherwise?

Sometimes it pays to make sure you talk through any frustrations like this with the business owner. Often the contact person you are dealing with does not have the same passion to retain customers and they can be a little less customer focused. Business owners need to know (if they don't already) that they have potentially lost a customer because of the actions of their staff.