Fraud at a car service station, what to do?
Fraud at a car service center - how to avoid it and what to do if you are deceived?
Good afternoon, dear readers! Every car owner turns to the services of a car service at least once a year, this is especially true for owners of new cars. In this article, we will look in detail at possible options for deceiving motorists and tell you how to protect your rights in cases of their violation.
And so, everyone knows that a car service must be chosen with special care, since your safety and the further life of the vehicle directly depend on the quality of the repair. The car service center (hereinafter referred to as the Contractor), upon request, is obliged to provide you with the necessary reliable information about the services provided and the work performed before the conclusion of the contract (clause 4 of the Rules).
The contractor is obliged, before concluding a contract, to provide the consumer with the necessary reliable information about the services provided (work performed), ensuring the possibility of their correct choice.
This information must be placed in the room where orders are accepted, in a place convenient for viewing and must contain:
a) a list of services provided (work performed) and forms of their provision;
b) names of standards, the mandatory requirements of which must be met by the services provided (work performed);
c) information on mandatory confirmation of compliance of the services provided (work performed) with the established requirements, if such services (work) are subject to mandatory confirmation of compliance (number and validity period of the document confirming compliance, the body that issued it);
d) prices for services provided (work performed), as well as prices for spare parts and materials used and information on the procedure and form of payment;
e) warranty periods, if established;
f) information about the timing of orders;
g) an indication of the specific person who will provide the service (perform the work) and information about him, if this is relevant based on the nature of the service (work).
In the event that it is possible to provide the requested service or work, the Contractor is obliged to conclude an agreement with you (clause 13 of the Rules). The agreement is concluded in writing (work order, receipt or other document) (clause 15 of the Rules).
The contract is concluded in writing (work order, receipt or other document) and must contain the following information:
a) corporate name (name) and location (legal address) of the organization performing the work (for an individual entrepreneur - last name, first name, patronymic, information on state registration);
b) last name, first name, patronymic, telephone number and address of the consumer;
c) date of receipt of the order, deadlines for its execution.
If the provision of services (performance of work) is carried out in parts during the term of the contract, the contract must accordingly stipulate the terms (periods) for the provision of such services (performance of such work). By agreement of the parties, the contract may also provide for intermediate deadlines for the completion of individual stages of the provision of services (performance of work); d) the price of the service provided (work performed), as well as the procedure for its payment;
e) make, model of motor vehicle, state license plate, numbers of main units;
f) the price of a motor vehicle, determined by agreement of the parties;
g) a list of services provided (work performed), a list of spare parts and materials provided by the contractor, their cost and quantity;
h) a list of spare parts and materials provided by the consumer, indicating information on mandatory confirmation of their compliance with mandatory requirements, if federal laws or in the manner established in accordance with them, in particular standards, such requirements are established;
i) warranty periods for work results, if they are established;
j) position, surname, name, patronymic of the person accepting the order (drawing out the contract), his signature, as well as the signature of the consumer;
k) other necessary data related to the specifics of the services provided (work performed).
pp. 13, 15 Rules
An agreement made in your presence (for example, tire inflation, diagnostic, technical, repair work, washing, etc.) can be formalized by issuing a receipt, token, coupon, cash receipt, etc. (Clause 17 of the Rules).
We leave the car at a car service center
If you leave the car to the Contractor to provide services or perform work, he is obliged to draw up an acceptance certificate along with the contract. This act indicates the completeness of the car and visible external damage and defects, information about the spare parts and materials provided by you, indicating their exact name, description and price (clause 18 of the Rules).
If the consumer leaves a motor vehicle to the contractor to provide services (perform work), the contractor is obliged, simultaneously with the contract, to draw up an acceptance certificate, which indicates the completeness of the motor vehicle and visible external damage and defects, information about the provision of spare parts and materials by the consumer, indicating their exact names, descriptions and prices. The acceptance certificate is signed by the responsible person of the contractor and the consumer and certified by the seal of the contractor. Copies of the contract and acceptance certificate are issued to the consumer.
It is mandatory to indicate the vehicle data in the report - make, model, state registration number, year of manufacture, VIN and actual mileage, since when receiving the car from the service, an unpleasant situation may arise when the mileage readings on the odometer will significantly exceed the readings indicated at the time handing over the car to a car service center.
The report also indicates the cause of the breakdown that must be eliminated, and the damage present on the car at the time of its delivery for repair.
The acceptance certificate is signed by the responsible person of the contractor and you. This act is certified by the seal of the Contractor. A copy of the transfer and acceptance certificate is issued to you (clause 18 of the Rules).
Cost of work
You have the right to be present during the diagnostics, and then review the results with a mechanic. Always check the actual cost of the work and its full scope. Ask to provide you with a preliminary work order. Any increase in the cost of work must be agreed upon with you.
The Contractor does not have the right, without your consent, to provide additional services and perform work for a fee, and also to condition the provision of some services and the performance of work on the mandatory performance of others. In this case, you have the right to refuse to pay for services and work performed without your consent; if they have already been paid for, you have the right to demand from the Contractor the money paid for them (clause 20 of the Rules).
The consumer has the right to choose to entrust the contractor with certain types of maintenance and repair work.
The contractor does not have the right, without the consent of the consumer, to provide additional services (perform work) for a fee, and also to condition the provision of some services (performance of work) on the mandatory performance of others. The consumer has the right to refuse payment for services (work performed) provided without his consent, and if they have already been paid, to demand a refund of the amounts paid for them.
The Contractor is obliged to provide a service or perform work specified in the contract using its own spare parts and materials, unless otherwise provided by the contract (clause 16 of the Rules). If the Contractor replaces any parts, the replaced (faulty) components and parts must be returned to you (clause 35 of the Rules).
We receive the car after repair
When receiving a car from a car service center, first of all, it is necessary to check the quality of the repair by external signs. If you have any complaints, be sure to indicate them in the acceptance certificate, and in its absence, in the work order that will be presented to you for signing. Please note that you have the right to demand satisfaction of claims, compensation and fines only if you indicated these claims at the time you received the car.
You have the right to make claims for internal work during the warranty period established by the car service center for the work and services provided. The contractor is obliged to transfer to you the goods (perform work, provide services), the quality of which corresponds to the agreed terms of the contract (clause 1 of article 4 of the Law of 02/07/1992 N 2300-1).
The seller (performer) is obliged to transfer to the consumer a product (perform work, provide a service), the quality of which corresponds to the contract.
clause 1 art. 4 of the Consumer Protection Law
Procedure in case of detection of deficiencies
If you find deficiencies in the work performed or the service provided, you have the right, at your own discretion, to demand: (Article 29 of the Law of 02/07/1992 N 2300-1).
When discovering deficiencies in the work performed (service provided), the consumer has the right, at his own discretion, to demand:
- free elimination of deficiencies in the work performed (service provided);
— a corresponding reduction in the price of work performed (service provided);
- free production of another thing from a homogeneous material of the same quality or repeat work.
In this case, the consumer is obliged to return the item previously transferred to him by the contractor; - reimbursement of expenses incurred by him to eliminate deficiencies in the work performed (service provided) on his own or by third parties.
Art. 29 of the Law of 02/07/1992 N 2300-1
The Contractor must eliminate any deficiencies in the work or service within a reasonable time specified by you (Article 30 of the Law of 02/07/1992 N 2300-1).
Let's go to court
If the car service refuses to voluntarily satisfy your demands regarding poor-quality services provided and work performed, you have the right to file a claim in court.
Damage caused to the life, health or property of a citizen or the property of a legal entity due to design, prescription or other defects of a product, work or service, as well as due to unreliable or insufficient information about the product (work, service), is subject to compensation by the seller or manufacturer of the product, the person who performed the work or provided the service (performer), regardless of their guilt and whether the victim was in a contractual relationship with them or not.
The rules provided for in this article apply only in cases of purchasing goods (performing work, providing services) for consumer purposes, and not for use in business activities.
Article 1095 of the Civil Code of the Russian Federation
1. Damage caused as a result of defects in the goods is subject to compensation at the choice of the victim by the seller or manufacturer of the goods.
2. Damage caused as a result of deficiencies in the work or service is subject to compensation by the person who performed the work or provided the service (performer).
3. Damage caused as a result of failure to provide complete or reliable information about a product (work, service) is subject to compensation by the persons specified in paragraphs 1 and 2 of this article.
Article 1096 of the Civil Code of the Russian Federation
In addition, you have the right to demand compensation for moral damages.
1. The grounds and amount of compensation to a citizen for moral damage are determined by the rules provided for by this chapter and Article 151 of this Code.
2. Moral damage caused by actions (inaction) that violate the property rights of a citizen is subject to compensation in cases provided for by law.
3. Compensation for moral damage is carried out regardless of the property damage subject to compensation.
Article 1099 of the Civil Code of the Russian Federation
Moral damage caused to the consumer as a result of violation by the manufacturer (executor, seller, authorized organization or authorized individual entrepreneur, importer) of consumer rights provided for by the laws and legal acts of the Russian Federation regulating relations in the field of consumer rights protection is subject to compensation by the causer of harm if he is at fault.
The amount of compensation for moral damage is determined by the court and does not depend on the amount of compensation for property damage. Compensation for moral damage is carried out regardless of compensation for property damage and losses incurred by the consumer.
Article 15. Compensation for moral damage (Law on Protection of Consumer Rights)
5 most common ways to cheat in a car service
Director of development of the online service for recording a car at obs.
“We will now repair what is necessary, but it is better to immediately replace such and such a part, otherwise the repair will cost you more later...” - every car owner periodically hears this phrase, which threatens to increase the cost of minor repairs several times.
Both the owner of a used car and the owner of a new foreign car risk falling into the trap of unscrupulous car services.
Alexey Bereznyak, director of development of the online service for booking a car for service and repair at a fixed price CarFix, which unites more than 500 car services in Moscow and 50 in St. Petersburg, talks about the most common methods of fraud in car services and advises how to avoid unnecessary expenses and fall for the scammers' bait.
How car services deceive us
Can a minor malfunction in a car, the elimination of which costs a maximum of 5,000 rubles, result in a major repair, which is 20 times more expensive? Yes maybe. Moreover, such situations are regularly encountered by motorists who independently seek repair services from the capital’s car repair shops.
As a result, Internet sites are full of reviews of deceived clients about workshops of various levels - from “garage” to “official”.
It should be recognized that for most Russian car repair shops it is simply unprofitable to carry out simple and inexpensive repairs. To justify the cost of rent in the capital, salaries for craftsmen, work, and so on, car services try to find as many different “faults” in the car as possible. This is why most auto repair shops are not interested in telling the client the final price of the repair in advance.
I’ll tell you about the five most common ways to deceive car owners, as well as how they can be avoided.
Method number 1. You “need” balancing
Wheel balancing is one of the most common services for car service clients. As a rule, it is carried out when replacing tires or when necessary. For example, if at a speed of 60-100 km/h a beat appears in the steering wheel, this is a clear sign of imbalance. If you drive on regional off-road areas with many holes and potholes, you may need the service more often than usual.
The procedure itself is carried out for each wheel on a balancing stand equipped with a special computer.
The process is easy to observe, so there is no need to be afraid of a catch in this case. You should be wary if the technician offers to correct the curvature of the discs.
Fixing the damage here and now may seem like a tempting idea, especially if the consequences of the malfunction are described to you in all its glory - from the prospect of suspension repairs to the threat of a serious accident on the road due to steering failure. But is this operation really necessary for your car? This is far from a fact, and perhaps the master just wants to earn an extra 1,500 rubles for each wheel.
What can be done
We recommend asking a technician to show you how your car's wheel actually rotates. If the disk is really crooked, as they are trying to convince you of, even a beginner who is inexperienced in repair will see it. If you do not notice any peculiarities in the rotation of the wheel, do not agree to repair.
Method No. 2. Installing cheap spare parts instead of branded ones
Often, when repairing a car, unscrupulous repairmen use cheaper analogues from lesser-known manufacturers instead of original spare parts, which are much more expensive. As a result, instead of MANN or Bosch oil filters, your car will have filters from Kross or PMC. And instead of Sachs or Kayaba shock absorbers, you will get parts under the Fenox brand. Not to mention the fact that the place of quite worthy manufacturers can be taken by Chinese analogues purchased via the Internet for pennies.
It is possible that they will serve you faithfully for some time, but you will pay for them significantly more than their real value. For example, a MANN air filter costs 600 rubles, while the Chinese equivalent is 6 times cheaper. By the way, repairs may not be carried out at all, especially if the old part can be slightly updated with improvised means, and the master will simply keep the new one for himself.
What can be done
You can purchase auto parts yourself and hand them over to an auto mechanic, and then carefully monitor what exactly he installs on your car. You will spend time, but you will be sure that all spare parts have been replaced with high-quality ones. If you doubt that the repair took place at all, ask the technician in advance not to throw away the disk or hoses that have become unusable and return them to you upon payment. This is the only way you can be sure that the repair has actually been made.
Method No. 3. Replacing the timing belt and related parts
It is recommended to change the timing belt after every 50,000–80,000 km. If the timing belt requires replacement, then the tension roller must also be replaced along with it. In practice, enterprising craftsmen often bill for replacing the entire set, but in fact “forget” to change the roller.
As a result, you will not only pay extra money, but will also inevitably end up in a car service center again, and very soon - without a new tension roller, the belt will not last long and will break, which threatens much more expensive engine repairs. In this case, it will be almost impossible to prove the service’s guilt. They earn from such deception from 1000 to 7000 rubles.
What can be done
The only way out is to monitor the repair process and make sure that the repairman actually replaced the entire kit. Or ask for the worn tension roller to be returned to you. In this case, the temptation to fool you will be reduced to zero.
Method number 4. Expensive auto hum
Almost every novice driver who recently got behind the wheel of a used car periodically hears an obsessive hum when driving a car and, of course, rushes to contact a car service center (often the first one they come across). The most common cause of this hum is a faulty wheel hub bearing. However, car mechanics often take advantage of the inexperience of car owners.
After hearing complaints about the hum, they tell the newbie about serious problems with the automatic transmission. As a result, instead of 4–5 thousand rubles (that’s how much the bearing and its replacement cost), you will receive a bill for ten times more, while the gearbox repair, as you understand, may not be carried out at all.
What can be done
Ask the mechanic to “lift” the car and spin all the wheels in turn in front of you. If the hum was caused by a worn-out wheel bearing, you will hear it immediately. A broken wheel will show play as it rotates.
Method No. 5. Intentional damage to silent blocks
A characteristic knocking sound in a running car, especially at low speeds, may be the result of damaged stabilizer struts, which also affect the car's handling. The racks themselves, as well as their replacement, are inexpensive (the cost of auto parts starts from 500 rubles, labor - from 1500).
In pursuit of a larger check amount, an unscrupulous service may simply burn through the rubber parts of the silent blocks (one of the suspension connecting blocks) with a torch.
As a result, a complete replacement of the suspension arm will be required, which will cost three times more.
What can be done
Before starting repairs, you should try to inspect the car with a mechanic and once again discuss the entire scope of work and cost. And, of course, it is better to be personally present at the auto repair.
And these are just the most common violations.
Is it possible to reduce the risk of fraud to zero? Of course, if you contact only reliable car services. We cooperate with car services that have undergone multi-stage testing to ensure compliance with strict quality standards.
- Firstly, the car service should be located “on the first line” of the road: it is easy to find and easy to drive up to.
- Secondly, each of our partners agrees to work according to a fixed price list for all services.
- Thirdly, the car service documents are carefully checked.
- Fourthly, each workshop undertakes to receive clients at a strictly designated time, without delays or queues.
- Fifthly, our car services are equipped with modern equipment and have customer lounge areas with comfortable sofas, TV, and free Wi-Fi. In addition, before connecting to our platform, each auto repair shop must pass a Mystery Shopping check and receive an excellent rating.
This makes it possible to make the market for car maintenance and repair services as transparent as possible and protect the car owner from overpayments and unreasonable increases in the bill. When making an appointment for repairs through us, the client knows the final cost of the repair at the stage of confirming the application.
If during the repair process any questions or disagreements arise with the car service, the client can at any time contact a personal assistant - a representative of the online platform. He accompanies every application from the moment of registration until the completion of the repair and is ready to help resolve any situation. By the way, car services that begin to receive negative customer reviews are disconnected from the system. This approach helps the company control the quality of services provided by partners, and helps clients save time, money and nerves.
How do they cheat in car services?
“Ah, it’s not difficult to deceive me! I’m happy to be deceived myself!”
Remember how in the famous fairy tale about Pinocchio, the rascals the fox Alice and the cat Basilio “kindly courted” the main character in order to get the coveted gold coins? Doesn't remind you of anyone? “Here I happen to have the last clutch left, especially for you!”, “Boss, all your pads are broken, are we going to change them?”, “Yes, I also repaired Brezhnev’s limousine, why control me?”... And now? What methods of fraud do car services not come up with in order to defraud a gullible client of high costs? We have collected the most common methods of deception that will help you avoid meeting with unscrupulous auto repairmen.
Deception 1: There is one price over the phone, but another when visiting a car service center.
In this situation, you already need to be wary, because after completing the work, the unscrupulous service station will again raise the price tag, and this time - significantly. However, sometimes such a change in cost is justified, because during the inspection of the car, the inspection technician could identify additional faults and hidden defects that were not voiced by the client in the phone call. To avoid fraud, be sure to agree on the final price for car repairs before work begins. At the same time, it is worth emphasizing that this is the final amount and then the price of consumables and auxiliary work will not be added.
Deception 2: Imaginary work that was not actually performed
Auto mechanics usually have a tendency to post false work, because their work consists of many operations that are quite difficult to keep track of. In this case, they deceive not only the client, but also the employer, because their work is paid by the piece.
Car service, the client looks at the bill:
“And what is this item “for a ride” - 10,000 rubles?”
Master:
“It didn’t work. We cross it out."
The owner of a reputable auto repair center fights against registrations by installing video cameras and strictly regulating all processes. And the client, in turn, can personally control the progress of the repair and check with the auto mechanic what he is doing and why.
Deception 3: They offer to replace a faulty part
Fraudsters often scam people into replacing fully working parts whose service life has not yet expired, profiting from both the price of the spare part and the cost of the work. Often such fraud occurs when replacing brake pads or brake discs or repairing suspension. For example, a cheap gasket has worn out, and the mechanic will start lying that the rods and hinges need to be changed. In general, they will force you to go through the floor of the car for a very tidy sum.
There are several methods to combat such a divorce. Firstly, you can ask the master to show the removed parts, and put the boxes of new spare parts in the trunk. Secondly, personally monitor the progress of repair work. Thirdly, listen to opinions about the breakdown in several auto repair shops.
Deception 4: Replacement of original spare parts with analogues or used ones
As follows from the previous method, scammers often change completely working units and, naturally, do not throw anything away. Therefore, the chance of becoming the owner of used parts from past unlucky car owners in such workshops increases. This method of scam is often used by craftsmen in garages and service stations near spare parts markets, although there are exceptions. The secrets on how to avoid this are as follows: give preference to car services with their own spare parts warehouse and ask to put boxes of new parts in the trunk.
Deception 5: Deliberate damage to car parts
This includes deliberate damage to parts with an offer to repair now, as well as causing damage with a delayed defect that will require repeated repairs in the near future. This is an extreme degree of fraud that even a mediocre service station, not to mention reputable auto repair centers, will not do. Therefore, we recommend: carefully choosing a car service , reading reviews, carefully inspecting the car both before and after service.
Deception 6: Exaggerating the cost of repair work
Very often, car services deceive the client by greatly exaggerating the amount of work performed or the cost of replacement parts. They either count on the car owner’s incompetence when studying the estimate, or that he won’t look at it at all. Therefore, the scammers will immediately change your brake pad, replace the brake shoe, repair the braking mechanism, and repair the brake system in addition. Just make sure you pay!
To avoid this, you need to ask the auto repairman to explain in detail the essence of the operations, how long the work will take, and also compare the cost of the offered part with the price in the store.
Cheat 7: Including consumables in the estimate
The lie is that auxiliary work and consumables for auto repair (gloves, overalls, WD-40, “Mikhalych helped to hold,” etc.) are added to the estimate. You should always remember: consumables are included in the cost of a standard hour of car service.
Deception 8: Withholding the best solution to the problem
As a rule, there are many alternatives to fixing a car breakdown. An auto mechanic often lies, offering only one, the most profitable option for the service station. Surely there is an opportunity to achieve the same result easier, faster and cheaper, but it’s not profitable for a workshop employee to tell about it. To protect yourself from such deception, you need to ask the car mechanic what solutions to the problem exist? It is absolutely normal for a locksmith to offer several options, but if this is not the case, visit an alternative locksmith service.
Deception 9: They follow the client's lead, hiding the truth
A client arrives and complains that something is knocking. He requires the transmission to be repaired because Uncle Kolya told him so in the garage. An unscrupulous repairman hides the fact that the car simply needs to change the spark plugs and obediently “repairs” a serviceable, expensive unit. The main advice is to do diagnostics in a professional service, or better yet in several, for comparison.
Deception 10: The car may be scratched or dented during service
Similar force majeure circumstances can occur in any technical center, and the deception lies in the fact that an unscrupulous service station will blame the owner, saying that this is what happened. To avoid becoming a victim of such lies, you need to carefully draw up an inventory when handing over your car for repair . You should pay attention to all chips, dents and even small scratches. Also, if short-term maintenance is required, it is better not to leave the repair shop to drink coffee or walk around the nearby shops.
Conclusion: not all car services deceive... and not everyone!
Let's summarize. By choosing a reputable and honest car service, you largely insure yourself against fraud. A reputable company always cares about its reputation and values its clients, therefore it does not use fraudulent schemes and actively suppresses any lies on the part of its craftsmen.
As a rule, swindlers are quite good psychologists, so not every client will decide to deceive. Show your awareness, attentiveness, demandingness, take a knowledgeable person with you - and you will not become a victim of a “divorce”.
Get maintenance done at one trusted technical center, use the advice of people you know, give advice yourself - this will turn on the “red light” for scammers!
10 tricks for scamming money from car repair shops
The sooner the car service understands that if you don’t hide anything and don’t deceive the client, then a line will line up to the moon, the better off it will be. But the temptation to “make money” here and now is great - few people today understand the prices and structure of a car.
Therefore, among Moscow car service centers and individual craftsmen there are outright “cheaters”. They are ready to sacrifice their reputation and deceive you in small or big things. Let's look at ten common tricks of the capital's technical centers and service stations, with the help of which they make money from clients.
Increase the price
Often, a car service customer has little understanding of prices. And there is no time to figure them out - breakdowns always happen at the wrong time and you want to fix them as quickly as possible. This leads to a rush and a call to the first service you come across (not everyone has their own trusted technician). The client simply does not have time to estimate the cost of similar offers on the market. This is what they use. As a result, simply replacing nuts and bolts costs a tidy sum. But the work has already been done and you will have to pay for it.
How to fight. See prices on service aggregators. This is something like a bulletin board. In one place, in five minutes, you can get acquainted with the cost of a specific service in many car services in the region. There you will also find reviews and ratings of organizations, based on which you can choose the appropriate option.
Non-existent problems
Let's assume that something in your suspension is knocking.
And you have little understanding of its structure. When you arrive for service, the technician sees that a cheap silent block has failed. Instead of honestly replacing the silent block, the serviceman begins to groan loudly and say that at the same time the lever itself will have to be changed - it is very loose. Maybe even tug on it to demonstrate knocking. Of course, the lever will play and knock until the silent block is replaced. If the lever itself is not deformed, the knock will go away without replacing it.
Or, there was a real case when a guy who was far from mechanics came for a service. The dipstick in his washer reservoir broke off to check the fluid level. Instead of taking it out and replacing the cap, the customer had the tank replaced. They said that the tail cannot be removed from the old tank, and it can slip into the engine and get stuck in the box. The automatic transmission will break down and will have to be replaced. And this is very expensive... As a result, I ended up buying a new tank instead of a cheap cap with a dipstick.
How to fight. First, you need to be at least a little interested in your car. If something is broken, Google for 10 minutes - it can save you thousands of rubles. Secondly, if you are a complete novice in this matter, take with you a friend who understands car repairs. If you don't have such a friend, carry out partial diagnostics of the car at two different car repair shops before deciding on repairs.
Fictitious replacement of serviceable parts
Very often, if a car service has its own spare parts store, and the client is not present when the car is serviced.
The point of the scam is that diagnostics reveal a non-existent breakdown of a serviceable spare part, which will still work for a couple of years. But they tell you that it needs to be replaced. And according to the receipt, it seems that they change it. But you don’t get the old part in your hands - “we already threw it away, lost it, immediately disposed of it according to the law, dropped it into the crater of a volcano. »
Of course they lost it, because it remained inside the car in the same place.
And the new part is written off from the warehouse as sold, and goes for re-sale “to the left”.
Variation of deception. The part can actually be replaced with a new one, and the old one can be ostentatiously thrown into the trash in front of you with the words that it is no longer good for anything. You leave the service, and your lightly used part will be taken out of the trash, blown off the dust and sold as an inexpensive analog or used spare part.
How to fight. Demand that the old part be returned to you.
The rules for the provision of services (performance of work) for the maintenance and repair of motor vehicles, approved by Decree of the Government of the Russian Federation dated April 11, 2001 N 290 (as amended on January 31, 2017), in paragraph No. 35 contain the following lines:
“After the execution of the contract or the consumer’s refusal to fulfill it, the contractor is obliged to issue the consumer with certificates-invoices for the numbered units newly installed on the motor vehicle, provide the consumer with a report on the consumption of spare parts and materials paid for by him and return their balances or, with the consent of the consumer, reduce the price of the service (work) ) taking into account the cost of unused spare parts and materials remaining with the contractor, as well as return replaced (faulty) components and parts"
The Law “On Protection of Consumer Rights” is also on your side. Article No. 35 of this law states that the contractor is obliged to submit a report on the consumption of material and return the remainder.
Do not hesitate to claim what is rightfully yours.
Partial oil topping up for the price of a full replacement
Service stations often commit ostentatious oil changes.
Instead of completely draining the waste, washing the engine, replacing the oil filter and filling in fresh oil, the master does it his own way - he simply adds oil to the required level and changes the oil filter. This is not much like changing the engine oil correctly.
This is done for the purpose of reselling unused oil from the canister, especially if it is premium oil.
How to fight. Observe the oil change procedure. If this is not possible, be sure to check the oil dipstick after completing the procedure. Soot and dirt on it will subtly hint to you that the oil has not been changed. Fresh oil in a clean engine should be free of impurities and have a golden hue.
Intentional damage to silent blocks
One of the tricks of the capital's technical centers and service stations when diagnosing suspension.
When a car mechanic finds a real problem with the suspension arms or stabilizer links, he dismantles them. Together with them, silent blocks are removed, which the master cuts or burns out unnoticed by the client. For what? To show the breakdown to the client and encourage him to also pay for an expensive replacement of the silent block.
How to fight. During the repair process, you can carefully monitor the tools in the hands of a car mechanic so that a blowtorch does not appear there. If you come in with a suspension, it is better to inspect the silent blocks yourself when the car is lifted.
Simulation of serious automatic transmission damage
Everyone is afraid of automatic transmission failure. Everyone thinks it's expensive. But there are times when repairing individual elements of the box costs a penny. And the masters don't like it. A lot of fuss - little money. I want more.
Therefore, it happens that when draining the oil from the gearbox, metal shavings are carefully poured into the drain container. Then they show sawdust in the waste oil - this guarantees a lasting impression. And now the client believes that the box needs major repairs or, if the service is lucky, its complete replacement.
How to fight. Only control diagnostics of the box at another service station, or your attention.
Used part instead of new
A classic, although it is more common in roadside services, where the client found himself by accident, passing through or due to an emergency. They already know that the client will never return to them. And instead of a new spare part, you can slip him an old one, but well washed and even painted. At the price of the factory original.
How to fight. Check the receipt, look at the nomenclature and name of the part that was punched. Be vigilant if the receipt contains an undefined “product 1” or “service N”. Make sure that the work order is clearly filled out. Check the presence of the master's name and description of the warranty, or the presence of a separate warranty card.
It is best to carry out scheduled vehicle maintenance on time. Don’t delay replacing worn-out spare parts until the moment when a breakdown overtakes you on the highway and you have to stop at a roadside service center.
And if you find a fraud, know that on your side is Article 10 of the Consumer Rights Law, which states: “If the product purchased by the consumer has been used or the defect(s) has been eliminated, the consumer must be provided with information about this.”
Imposing services that surfaced during repairs
A favorite topic for employees of Moscow (and probably everyone in the world) service stations.
The client gives the car for replacement of the hub bearing, and in the process of work the master (not from directness of his hands) breaks the hub itself. At the end of the repair, he states that this part had to be changed - it was unusable. Although initially this was not specified and the issue of replacing the hub was not on the work order sheet.
As a result, the service station representatives insist that the client will have to pay for the hub, otherwise he will not get his car back.
How to fight. Pay only for what was originally agreed upon. And feel free to pick up the car. If car service workers interfere with this, call the police. If you have the opportunity to leave without a car, go to court and win it (with 100 percent probability) with compensation for the damage caused - count how many days you were without your vehicle, what benefits you lost, how much money you could have earned during this time, if would be “on wheels”.
The law is on your side.
In accordance with Part 2 of Art. 16 of the Law of the Russian Federation “On the Protection of Consumer Rights” it is prohibited to condition the purchase of some goods (works, services) on the mandatory purchase of other goods (works, services). Losses caused to the consumer as a result of violation of his right to free choice of goods (work, services) are reimbursed by the seller (performer) in full. In accordance with Part 3 of the same article, the Seller (performer) does not have the right to perform additional work or services for a fee without the consent of the consumer. The consumer has the right to refuse to pay for such work (services), and if they are paid, the consumer has the right to demand that the seller (performer) return the amount paid.
Additional consumables
Most often this problem occurs among officials. They try to make money on literally everything. Especially where the repair involved only one can of WD-40 or any other lubricant or cleaning fluid, they will be happy to include three of these cans in the work order.
How to fight. Based only on internal feelings that tell you that eighteen cans of wheel grease per bearing is too much. You can try to make a fuss and demand that you provide empty containers.
She drove and scammed
A catch for the director of a company that has a full-time driver. This person may suddenly decide that you are not paying him enough. He may be conspiring with the employees of the car service center where your company car is constantly serviced.
Further events can develop in all the ways described. The service station will only deceive you through an intermediary (your driver), who will assure you that competent guys work there and he trusts them completely. And the fact that calls for service have become weekly is because the car is simply very old.
The driver and the service station technicians are at a disadvantage. It is beneficial for him to “repair” the car more and more often.
How to fight. Control your car maintenance costs. If they grow, this is an indirect sign of deception. Watch the driver's behavior. If he has bosom friends and comrades on the service, whom he meets more and more often and mentions in conversations, that’s also a bell.
If you have suspicions, change the service. Take the car to any other service center for diagnostics and ask to be present during the inspection.
How to behave at car services
Google the problem and compare prices
Request old spare parts
If possible, be present during the repair (even if it infuriates the repairman)
Check receipts, follow the nomenclature
Pay only for what you agreed on
Carry out inspections at different services
How do they cheat in car services?
Every car owner periodically needs to contact a car service center for regular or emergency maintenance. When contacting a service station, there is a risk of running into an unfair attitude, which leads to additional costs of time and money.
Those who suffer the most are:
young women (they often have little understanding of how a car works);
novice drivers (for the same reason);
very busy people (due to lack of time, they do not monitor the repair process in detail).
First, let's figure out how they cheat at service stations.
Top 5 ways to cheat
Unscrupulous car service employees have many options for deceiving customers. Moreover, there is always the opportunity to come up with a new “divorce” scheme. We offer below the most common schemes to prevent you from an unpleasant incident and undesirable consequences from it.
1. Paid diagnostics. If an incomprehensible noise occurs, you may be asked to pay for the service, even in cases where the auto mechanic immediately understands the source of the problem.
2. Detection of a “fake” serious problem. This situation is much more unpleasant. You, realizing that urgent repairs are needed, receive an incomprehensible paid result.
no work will be carried out;
exchange some serviceable elements for others;
will replace good spare parts with broken/old/"left" analogues.
3. They cause damage on purpose. In particularly unpleasant cases, the problem appears later, so that the car owner visits the technical center again.
4. Unnecessary additional goods or services. They are often presented as “better quality”.
5. False information about standard hours. Careless performers may charge more time for the work and include the cost of more expensive materials (although, in fact, they used a cheaper option). This also includes non-existent work that is included in the invoice.
What to do if the car service deceived you? Try not to get into such situations.
Prevention of deception
Women and “dummies” often become victims of unscrupulous service station employees. This is partly true, but experienced drivers often lose their vigilance. Any car enthusiast can fall into fraudulent schemes. Contacting the “officials” is not a panacea: here they will act more carefully and subtly, but there is still a risk for you. Let's figure out how to protect ourselves.
Learn to understand the structure of a car. Now there are many possibilities for this. Your main assistant is the Internet. Be sure to double-check the information before deciding to repair or replace machine parts.
Unnecessary replacement of parts. This scheme allows scammers to make money on unnecessary work and by adding value to spare parts.
When replacing, ask to see the old items. If you are denied, there are two possible reasons:
You can see from the old part that it is still working.
Ideal if you are present during the renovation. It is more difficult for an “enemy” to install an old or non-original part or to drain the oil only halfway. You are welcome to:
absence of unsolicited advice;
This behavior allows you to create a good atmosphere and establish positive contact with the master.
Check the adequacy of the price. A little monitoring will take a minimum of time and will insure you against an inflated price tag.
In official car service centers, complaints to management work. Employees have a lot to lose here. Scandals are undesirable.
Be careful when working on the car body. Inspect places hidden from view, for example, under the fender liners or the washer reservoir.
If you find problems after repair work, immediately contact the service station that carried out the work. In many cases, they will try to solve your problem in order to avoid an unpleasant scandal and anti-advertising.
Configure the software from authorized dealers. They have experience, office support and direct communication with the manufacturer - there is a high probability of high-quality work done.
Agree on the amount of labor and cost before starting repairs. Ask additional questions, do it pedantically. Ask directly: “Is this the final cost?” Only a clear affirmative answer should satisfy you.
It is better when the car service has clear control over the schedule of the technicians. In case of controversial situations, it will be easier to find the “ends”.
Check the number of key fobs linked to the alarm. This is especially true when contacting an unknown service. If you find an extra unit, immediately contact the police and change the alarm code.
It is ideal if you hand over the car to a service center for an inventory. Then, if new dents or scratches are discovered, it will be possible to file a claim.
Take a knowledgeable friend with you. A knowledgeable person will be able to adequately assess the cost calculation, the list of necessary manipulations with the car and accept the result.
The methods listed are not a 100% guarantee against scammers. This is an indirect protection against possible problems. Be careful and do not hesitate to ask questions until you receive a clear and unambiguous answer to them.
Legal aspect
Conflicts between the service and the driver are “an everyday matter.” The provision of services is regulated by the law “On the Protection of Consumer Rights” and the Civil Code of the Russian Federation. Maintenance of the car should be carried out only after signing the contract (otherwise the deal is unofficial). If the service station is at fault, the driver has the right to:
free correction of the situation;
discount on work to eliminate the defect;
money back for self-repair.
Within 20 days, service center employees are required to fix problems. If this does not happen, the car owner receives compensation (for example, a full refund).
If you think that you have received a low-quality service, follow the following algorithm:
write a complaint and give it to the head of the technical center (try to do this as quickly as possible);
the inspection is carried out in the presence of the car owner, a car service representative and an independent expert.
There are two possible scenarios:
The service station admits guilt - demand a refund or free repairs;
no - carry out an independent assessment and file a complaint with the police.
Where to look for a reliable car service?
The Uremont.com aggregator is a platform for solving any difficulties related to car repairs:
network of partner service stations;
user reviews and ratings allow you to “keep your finger on the pulse”;
We provide the services of an independent expert in controversial situations;
“live” chat with representatives of friendly services (ask any questions about repairs that you do not understand).
Try our service station selection service
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