Ask an expert

I sent my car for servicing and was told that the brakes were worn and I required new brake pads as well as the disc rotors requiring machining.

We had only just imported the car from the UK where it was purchased new. In total it has only travelled 40,00kms.

I was surprised, as the vehicle had passed a full inspection on arrival in NZ so I queried it with the mechanic. He said the work definitely needed to be done so I agreed and gave approval for him to proceed.

On collecting the car, the mechanic said the rotors were so bad they needed to be replaced and could not be machined. As the parts were not readily available, the brakes were reassembled and the car made mobile for me.

I was charged for the total labour involved including having the rotors checked by an outworker.

I have since taken the car back to where the car was initially inspected, where a WOF brake tester was used to test the brakes. They informed me there was nothing wrong.

Can I go back to the garage and ask for my money back?

If yes, and they don't pay up is there a procedure to be followed for pursuing the case?

Elizabeth

From the "Ask Jack" archives - 29 July 2008

The last test that was carried out is only telling you about the brake performance, not the brake condition. It may sound strange but there is a difference.

For example brakes can operate satisfactorily and up to WoF standards but the brake pads could be almost worn out. This is why it is important to have vehicles serviced at regular intervals, so wear and tear items such as brakes can be inspected.

A WoF test is designed to detect such things as an imbalance in the brakes (left to right / front to rear) and pedal feel and is very much a 'on the day' inspection.

Brake rotors are only able to be machined up to a certain point. They are measured for thickness and once they have reached a certain limit they must be replaced. It is not uncommon for European vehicles for example to have the rotors replaced as they can have a very hard and high performing brake pad which creates a superior brake performance, but can mean the rotors have a limited life.

Brake rotor condition and thickness however are part of the compliance inspection check for used imports entering NZ. Depending on how long ago the vehicle was imported and the distance travelled since the compliance check, I can understand your concerns being told this work is now required.

The compliance agent (where the initial inspection was carried out you refer to?) should have a record of the inspection and the condition (measured thickness) of the rotors. If you approach them they may offer to re-inspect the rotors at no charge to you.

I would also suggest there has been some sort of communication breakdown with the repairer.

It is only fair they charge you for any costs they have incurred in checking the rotor condition however, it sounds like they could have done a much better job of explaining the need to replace the rotors.

If you were to give approval for the repairer to obtain the new rotors and brake pads for example, you would expect them to offer a reduction in the final invoice in compensation for the labour costs incurred to date.

Before you take steps to get a refund from the repairer for the money already paid, you need to have the rotors re-inspected, to confirm one way or the other, if the replacement is justified.

A high number of repairers belong to the Motor Trade Association where there is a dispute process that is available to customers.