When you can't trust your garage.

[Thingy]

A couple of weeks ago I booked my Shogun in for service, and had the tappets done at the same time. £1048 was the cost. On dropping the car off I informed the garage I had a slight squeak which I was sure was coming from one of the belts, and as belt inspection was part of the service, I insisted they check it out. On collecting the car, I was told they had found nothing, but on inspection my front brake pads were 60% worn. They also provide a video of the mechanic doing the checks.

On the following day, starting the car, the squeak was still there, and I queried this with them. I was told the mechanic had found a worn belt but had neglected to tell the service staff. The car went back to have all three belts done. Four days later, the squeak reappeared. Back went the car again.

They told me they could find nothing again, but had tightened the tension on the belts. The squeak has gone. Ergo, didnt do the job properly in the first place. Once again, they did a full safety check on the vehicle with accompanying video. This time, the front pads were 80% worn. The car had done 34 miles since the service.

Not being prepared to pay an extortionate price for something like brakepads, today I set out to replace the pads. What I found was beyond belief. The brake discs were so badly shot, they were positively lethal. I will put some pics up of this, but I have changed many discs and pads in my time and this was truly shocking. Discs and pads now changed, but come Monday morning, somebody is going to wish he had stayed in bed. Whilst I accept the garage isnt responsible for the condition of the discs, it has been safety checked twice in two weeks, including the service. They certainly havent checked properly and of course this makes me think that none of the other work has been done properly. Main dealer servicing, dont make me laugh.


This is the inner side of both discs, as you can see the pads havent been in contact with the whole width of their surface. The discs are so worn that the pits are 3 -4 mm deep in places. The pads are bevelled as it appears the discs must have been warped at some point. Clicking on the pics to expand them will show them in all their glory. How can a trained mechanic miss this, twice.

 

[otherclive]

Those discs and pads are in a terrible state how any half decent garage could miss them is appalling. Plus the fiasco on the belts too. Makes you wonder how well the rest of the service was carried out. You shouldn’t have to check items yourself. What would an owner do that didn’t have your skills. It’s a safety NONO.

A common cause of disc warping is resting on the brakes when they are hot. Wonder if the previous owner did that?

 

[Buckman]

We have a service contract with our Jeep dealer and last service was supposed to be a major service which would normally cost nearly £1000. It was discovered that they had only done an interim service of changing the oil instead of the 100k service. Granted they apologised and took it back to do a complete service but overlooked an error message which would be a MOT fail even though the vehicle was perfectly safe.
On a previous Jeep we had the warning brake pads worn to 60% until I pointed out to them that on the previous service the brake pads had been changed and also an independent had checked and said the pads had very little wear. Apology and compensation paid in form of full tank of fuel.

 

[otherclive]

I am currently using a small family franchised Subarus dealer who many years ago I bought a Skoda Estelle from. The then apprentice is now the service manager. They are still an authorised Skoda service center but three years ago took on the Subaru franchise. Before we moved home two years ago I also used a local independent again who we had used since 1986. They serviced cars ranging from old bangers to Ferrari et al. The Kia is looked after by the main dealer as it sill has three years warranty remaining. Although last year the discs and pads were changed by a local garage at quite a lot less cost than at the Kia dealer, who have been in business since I bought the Gen 1 Sorento from them in 2005.

 

[Woodentop]

The problem in many cases is that garages no longer have experienced mechanics, they just have technicians who plug in the computer and fix anything that the computer says no. If the computer is happy with it they don't touch it.
Your best bet is to find a garage that specialises in your make of vehicle but is not a franchised dealer. For example there is a garage in Leeds who specialise in Fiat, Alfa Romeo, and in earlier days Lancia but are privately owned. We use a garage near here that used to be a Skoda dealer until Skoda wanted to expand but couldn't in the small village where this garage was located. They are still very much in business (rushed off their feet I am told) and sell used Skoda, but specialise in anything VAG. Not only do you get good service (and a valeted car) but they charge <much> less than a dealer.

 

[Kevin M]

That’s shocking indeed. As you rightly say, it does cast doubt on what they did or didn’t do during the service.

Kev

 

[otherclive]

The problem in many cases is that garages no longer have experienced mechanics, they just have technicians who plug in the computer and fix anything that the computer says no. If the computer is happy with it they don't touch it.
Your best bet is to find a garage that specialises in your make of vehicle but is not a franchised dealer. For example there is a garage in Leeds who specialise in Fiat, Alfa Romeo, and in earlier days Lancia but are privately owned. We use a garage near here that used to be a Skoda dealer until Skoda wanted to expand but couldn't in the small village where this garage was located. They are still very much in business (rushed off their feet I am told) and sell used Skoda, but specialise in anything VAG. Not only do you get good service (and a valeted car) but they charge <much> less than a dealer.

For VAG the specialist independents can access the VAG diagnostics ( you still pay). Also when they service the car they can upload the service data to the VAG data base so the cars history is maintained. What they dont seem able to do is upload repair data. Which could be a blessing because if your car is a Friday one, future buyers don’t see the bag of nails.

 

[Buckman]

What really really annoys me is when they plug in the diagnostics machine or computer to tell you about a fault that you are complaining about and then charge you £100 or more.

 

[Raywood]

I have to say that the garage who service our Mazda are excellent and have never found anything wrong that was not wrong or missed anything that I know of. We get a video showing the check of the underside and the state of the brake pads and discs and did pick up a similar situation to yours. It was a bit unnecessary to tell me I had new tyres on but at least they had checked them.
My daughter had a problem with their cars, the garage who did them failed to fully fill the oil after a service on one and returned the other car with the steering out of alignment, so it turned right in the straight ahead position, so we do understand the problems with garages. They did put things right but the stupidity is alarming.

 

[Hutch]

That is truly disgraceful of the garage, Our local garage and the Mechanics and engineers there, have known me for over 30 years, I take our cars there for servicing to have the warranty stamped up, and for the MOT. The know I do all my own maintainence, and if ever things are found wrong on an MOT, they get me under the car to show me the problem.
I think I am lucky to have a very good and reliable garage in the village.

 

[Thingy]

I think I am lucky to have a very good and reliable garage in the village.

Thats the annoying thing in a way, because we have an excellent relationship with the dealer we normally use, but conscience and trying to do the right thing prevented us from travelling to them, and with lockdown we went local.

The garage in question, who will remain nameless as well as fatherless is part of an almost national chain, with branches covering most franchises. The service manager has received the preliminary bombardment this morning with CC copies going to the chains customer relations team and also their managing director.

My next task of course is to strip the rears down and examine them properly as I have no faith that has been done.

 

[Jcloughie]

As a sceptical person I never trust what the garage tell me. My scepticism has been justified on a number of occasions.

A Citroen main dealer phoned me at work while the XM was in for a service. They attempted to tell me that the bakes were in an awful state. The rears were crudded up and needed pads and discs. The front needed discs. This was a safety hazard and needed to be done urgently. They could do it for me today for £x. Like they were doing me a favour.

I was very well aware that this was a total lie. My car was regularly up on the ramps at work and inspected by myself and our trainer mechanics.

Some of the apprentices we were training were employed by that dealer. I managed to cause a great deal of embarrassment but stopped short of official stuff as we did not want to loose their business.

I have other examples I could give.

What is sad about Thingy’s garage. In his case they had a genuine case to do the work and missed it. Not only doing the customer a disservice, but loosing business at the same time.

I now use a local garage I have known the owners for 20 plus years, I remember the lad who is now running it when he was at school. 3 of them are in our skittle team. As well as 3 more from the family. Fully trust them.

John

 

[RogerL]

As a sceptical person I never trust what the garage tell me. My scepticism has been justified on a number of occasions.

A Citroen main dealer phoned me at work while the XM was in for a service. They attempted to tell me that the bakes were in an awful state. The rears were crudded up and needed pads and discs. The front needed discs. This was a safety hazard and needed to be done urgently. They could do it for me today for £x. Like they were doing me a favour.

I was very well aware that this was a total lie. My car was regularly up on the ramps at work and inspected by myself and our trainer mechanics.

Some of the apprentices we were training were employed by that dealer. I managed to cause a great deal of embarrassment but stopped short of official stuff as we did not want to loose their business.

I have other examples I could give.

What is sad about Thingy’s garage. In his case they had a genuine case to do the work and missed it. Not only doing the customer a disservice, but loosing business at the same time.

I now use a local garage I have known the owners for 20 plus years, I remember the lad who is now running it when he was at school. 3 of them are in our skittle team. As well as 3 more from the family. Fully trust them.

John

I've found incompetence at every franchised dealer I've used in the last 50 years, although in the case of my local VW dealership only in the "service advisors" not the actual technicians - twice the service advisors have recommended having the DSG and Haldex fluids changed because they know so little about the VW range, they assume they're all the same.

All my work outside warranty is used by a trusted independent I've used for over 20 years now - they aren't perfect but readily put right any minor error without trying to deny liability.

I was just a keen DIY self-taught mechanic - it appalls me that dealers can't even match that low standard, same goes for caravan dealers!

 

[Kevin M]

Thats the annoying thing in a way, because we have an excellent relationship with the dealer we normally use, but conscience and trying to do the right thing prevented us from travelling to them, and with lockdown we went local.

The garage in question, who will remain nameless as well as fatherless is part of an almost national chain, with branches covering most franchises. The service manager has received the preliminary bombardment this morning with CC copies going to the chains customer relations team and also their managing director.

My next task of course is to strip the rears down and examine them properly as I have no faith that has been done.

Would you mind me asking what the pads and disks cost? Mine look fine but will be doing front and rears in the next month or so.
I tend to do my own servicing and then my local garage does oil, filters and mot.

Kev

 

[Thingy]

Would you mind me asking what the pads and disks cost? Mine look fine but will be doing front and rears in the next month or so.

Well, firstly I wont put cheap stuff on. You can get them for peanuts at Milner Offroad, but Im not into that game. The discs were £98.80 per pair and the pads £30 per set. Remember though, if a garage was supplying and fitting the same pads and discs, they would probably charge about £140 for the discs, £60 for the pads. And then you have VAT and labour. A main dealer is going to be charging about £250 +VAT or even more. So at £130 all in for decent kit, I am more than happy.

 

[Kevin M]

I have a very good motorfactors who looks after us, will get front and rears ordered soon..always enjoyed servicing brakes.

Kev

 

[Thingy]

Should have said, I used Brembo for both. I would also recommend buying the pin kit. Its only a fiver.

 

[RogerL]

Should have said, I used Brembo for both. I would also recommend buying the pin kit. Its only a fiver.

Worth finding out who makes Brembo parts - it's often Pagid.

 

[Thingy]

I think you maybe right Roger. Looking at Pagid parts there is a whole range of prices for the same thing. Be interested to know what the difference is. The Pagid pads for mine gave three option ranging from about 20 to 60. Nothing to say what the difference was.

 

[RogerL]

I think you maybe right Roger. Looking at Pagid parts there is a whole range of prices for the same thing. Be interested to know what the difference is. The Pagid pads for mine gave three option ranging from about 20 to 60. Nothing to say what the difference was.

Choices with no guide to the difference is a PITA

 

[Woodentop]

One thing I have found from my ex-Skoda dealer is that most of the parts on my Passat are exactly the same as on Skoda, mainly the Superb BUT they are about 30% cheaper and in quite a few cases better made.

From what I have seen Skoda franchised dealers are regarded as the better end of the VAG chain and know how to look after their customers.

 

[Dustydog]

WT?? Thingy, to leave your car in such a dangerous condition is nothing short of criminal. No excuses. Their negligence here is worthy of a potential hefty fine from Trading Standards. However I hope the “Boss Man” offers you some recompense in the way of foc brake parts and fitting😉😉. You never know. Interestingly enough there was a fatal accident near Bath a couple of years ago. All the fault of the mechanic who didn’t service the brakes correctly. He’s in prison!!

 

[Beachball]

Concerns with the picture of the disc and pads how did they not sort it

 

[Dustydog]

Concerns with the picture of the disc and pads how did they not sort it

Never looked !

 

[otherclive]

WT?? Thingy, to leave your car in such a dangerous condition is nothing short of criminal. No excuses. Their negligence here is worthy of a potential hefty fine from Trading Standards. However I hope the “Boss Man” offers you some recompense in the way of foc brake parts and fitting😉😉. You never know. Interestingly enough there was a fatal accident near Bath a couple of years ago. All the fault of the mechanic who didn’t service the brakes correctly. He’s in prison!!

We travel that route regularly and still recall that accident. It killed a young girl coming out of school, and people in a car passing. Not only was the large fixed bed truck poorly maintained but it’s weight limit was well above the limit for what is a very steep hill. There’s now a 20 mph limit, speed camera and speed reducing measures. But you can’t turn the block back.