Tag Archives: bad garages

women drivers

A temporary reprieve for the UK MOT

Every year 35,000 cars are MOT’d at some 21,000 MOT centres.

Thank goodness for that I say because the Government tells us that in 2010-11 44% of vehicles failed their MOT test initially and 28% of vehicles had one or more car defects that were either missed by MOT test centres or incorrectly assessed.

This matters massively because the MOT is supposed to be a safety snapshot on the day and often it’s the only one older cars get each year.

VOSA (Vehicle and Operator Services Agency) data also showed that the roadworthiness of one-in-eight cars (12.4%) was being incorrectly assessed by MOT test centres.

Minister for Transport, Justine Greening said:
“Our garages are crucial to ensuring that Britain’s roads continue to be among the safest in the world. Most are doing good work but the latest data shows that there is room for improvement.”

“I want each motorist to be confident that a visit to the garage ends with their car repaired to a high standard by reputable mechanics rather than uncertainty about cost and the quality of service.”

“Giving drivers the very best information about garage performance is absolutely key to achieving this goal. It means that responsible garages will be well placed to reap the commercial benefits of transparency. Garages where performance is not up to scratch will find themselves under pressure to do more for their customers.”

Nicely said but drivers wouldn’t need performance information at all if all garages were regulated to perform to minimum and policed standards. As things stand, bad garages can pay to join good garage schemes, thus appearing to be responsible garages, without employing qualified or accredited mechanics.

And from the female motorist’s point of view, especially one who prefers her Yellow Pages Directory to any online listing, how is she to know that a garage listed as ‘Good’ doesn’t employ qualified mechanics to fix her car? Undoubtedly she thinks it does.

One interesting footnote to today’s Press release about all this states ‘The garage sector is regulated in several ways. The sector has to comply with business laws and consumer protection legislation. The MOT scheme is regulated by VOSA, an agency of the Department for Transport.’

All well and good but sadly, in our experience, none of this stops motorists being overcharged, patronised or sold things they don’t want to buy.

So I shall be interested to see how the Government assesses ‘reputable’ mechanics when they aren’t qualified or accredited as fit to do the job before being allowed to tinker with our brakes, for example.

All in all, I’m pleased to see that there will be a spotlight on garages again but wouldn’t it be easier to have one regulation system for all garages? Not just the ones who choose to self-regulate themselves via Motor Codes because the majority of these are franchised dealerships who have been told to sign up by their manufacturers but who presumably operate to higher standards than the Motor Codes Service & Repair code in any case? Which doesn’t include MOT centres as it happens.

And how will the industry judge value for money here? The likes of moneysavingexpert website tells motorists to use local authority centres where they’ll pay full price but aren’t sold anything they don’t need. But motorists will head for the discount deals and garages that may or may not be part of a ‘reputable’ scheme.

All to avoid the inevitable which is surely a fully blown regulatory scheme that outs the bad garages for once and for all.

FOXY

You can read about 2010/2011 VOSA compliance survey data here. .

Or check your car’s MOT status  and history here.

garage services

A foxy approach to garages

Would garages be any better if they had more women in them to sort out the customer service side of things? It’s a thought…

Based on everyday feedback from women drivers we know that the motor industry has many genuinely good garages in it but sadly there are quite a few bad ones out there too. Inevitably the motor industry doesn’t air its dirty washing in public and whilst the complaints continue about garages and used cars, nobody seems willing to ‘out’ the bad garages and the unscrupulous dealers we read about (or only use once).

In our experience the regulatory bodies lack the teeth to do the job here. Nice and understanding as they always seem to be, they will not name and shame offenders for ‘legal reasons’ they say. So the customer is expected to take the bad garage or dealer to Court and we suspect that few women do this in the end because it’s complicated, they’re often fed a load of lies by the business about the likely outcome and they worry it could end up costing them even more.

FOXY’s approach is different when it comes to problems that women drivers experience. We run a helpdesk for members so they know to come to us for the advantage of our practical advice. This can be important when it’s a technical matter and there’s a need to know or understand the jargon. Having given our independent opinion we then support the member to get things resolved. If it involves a female friendly approved FOXY Choice subscriber (yes it has been known…) it’s usually a case of our giving them a nudge, their resolving the problem quickly & amicably with us all learning from the experience.

Where the lady driver is a non member and FOXY doesn’t know the garage or dealer, we’ll help to check out their credentials so she knows if the garage is part of a trade organisation or complaints resolution service. She usually joins the Club at that stage, to be sure it doesn’t happen again.

Where there is no evidence of ANY commitment to quality and the garage doesn’t have a website, it’s hard to understand why any female motorist would buy from them in the first place. The reason this happens is because it is reasonable for motorists to expect garages to be licensed (they aren’t) and mechanics to be qualified (which they don’t have to be). So they trust a garage because they can’t imagine a garage wouldn’t be licensed or their staff unqualified. Which is a secret the garage industry can be truly ashamed of.

In a nutshell few motorists realise the risk they run, choosing a garage on the basis of price too many times, but without doing any homework first.

Sadly there is no one independent body above all others (that would be called regulation which FOXY would welcome tomorrow) to either explain and rate the many competing quality schemes or check if the garage is actually a member of the scheme it claims to be.

Our experience is that many garages tick quality boxes when they apply to join our female friendly approved garage network not realising we’ll check this; we don’t list quality logos until we can prove eligibility.

Sadly I can’t see this situation getting any better because the many competing good garage schemes are merely adding to the total confusion in motorists’ minds.

Our approach is to give offending garages and dealers the benefit of the doubt for a reasonable period of time to sort things out. If they don’t show any interest in doing this, we then spread the word among women drivers within the Club. Few garages and used car showrooms like to think of local foxy ladies hearing of their unscrupulous antics so it’s that sort of subtle approach that means FOXY usually get things sorted out in the end ;-).

FOXY

Find out about other support services FOXY Lady Drivers Club offers women drivers and their families.

garage services

Rip off garages earn motor industry a bad name

I have just received a shocking email titled ’14 million UK motorists feel ripped off by their garage’ from Motor Codes who organise the Motor Industry Service and Repair Code. They have 6200 subscribers of which the lion share (>70%) are franchised dealerships.

I now realise that their research turns out to be based on 1194 motorists which they have extrapolated, for headline reasons perhaps, to suggest that over 14 million motorists ‘feel short changed by their local service and repair garage’.

On reflection whilst this is probably a highly misleading statistic no matter the qualifying asterisks in the Press Release if we assume that this is a sufficiently representative sample to be meaningful in any way, then the following findings are very worrying on their own:

  • Almost half of UK motorists (45%) feel they have been ripped off by garages (allegedly representing some 14,063,614 motorists).
  • UK motorists feel out of pocket to the tune of an estimated £2.4 billion
  • Young drivers are hit hardest with 41% of 16-24 year olds feeling ripped off by local garages to the tune of £51 – £150… which could be explained if they ended up in dealerships without realising they are more expensive than garages of course – whose fault would that be?
  • Some 30% of motorists aged 25-34 and over 55 were dissatisfied with their local garage
  • Over a quarter of all motorists who felt ripped off believed they paid between £51 and £150 more than they needed to… which could be explained if they ended up in dealerships without realising they are more expensive than garages of course – whose fault would that be?
  • 5% of motorists felt they had been ripped off to the tune of more than £300.
  • Those who felt more than £500 out of pocket claimed to be on average £1,408 worse off following their latest service.
  • The East feels the pinch the most where a third of motorists claimed to have been short changed, compared to just 17% of motorists in Northern Ireland.

If anything was to convince me that there is a case for regulating the UK garage industry, this research is surely it and may prove to be the tipping point for the likes of the Office of Fair Trading who will surely see that this is a quality hurdle too great for any Code of Practice to tackle, unless it’s compulsory…

Not serious at all according to Motor Codes however –  instead they think  it’s time to launch an upbeat Golden Garage competition using £16,000 prize money to reward the really good garages out there (and there are many, see the female friendly FOXY Choice website if you are in any doubt…).  Whereas I feel it’s time (and has been for some 50 years) to rid the industry of the really bad garages so that motorists can look forward to paying value for money prices for measurably good garage services in future, having understood the difference between dealership and garage standards and prices so they can choose the solution to suit them, their car and the occasion.

If that means regulation then so be it.

What I’d really like to know is the strategy behind this garage competition and how it will help outlaw the really bad garages who are as likely to cut safety corners to cut their costs as they are to rip off motorists.

Surely an industry scheme MUST DO MORE to ostracize those garages and dealerships that could be putting lives at risk and are certainly harming the image of this industry…

Yet by concentrating on good garages, Motor Codes seems intent on ignoring the cowboys.

FOXY