Why are so many garages so rubbish?

Why are so many garages so rubbish? Recent mystery shopping experiences by Which Magazine and BBC Watchdog have only confirmed what most of us already know - that standards across the car repair industry need a serious overhaul. But here’s the thing. Its not just private consumers who get their legs lifted. Even if you’re in the trade, you get caught out. I have an interest in a used car warranty company and have to use scores of different garages every week. Sadly, I’ve stopped being surprised at the variable standards and disappointing attitudes.

Yesterday we got a quote of £4,900 for a new engine on a customer’s Renault. When I mentioned to the service manager that the bill would be significantly more than the car was worth, he rapidly backtracked and admitted that he could actually fix the engine with a new oil pump and main bearing shells for around £450. Adding lamely, ‘Oh, sorry for the mix up’. Another customer had a problem with the heated rear window on his convertible. The dealer said that a replacement rear glass wasn’t available and the only answer was a whole new canvas roof at £5,000. Our auto electrician diagnosed a faulty switch and changed it for just a £100. If I’m being had over, what hope is there for normal motorists?

If the garage industry doesn’t have a solid and recognisable set of standards things will only get worse. Worse for consumers and worse for the industry. That’s why the BSI Kitemark scheme is so important. Customers will be able to breathe a huge sigh of relief and the industry will raise its game. Everybody will benefit. And I’m not the only one who’s concerned. This month in an online poll of garage aftermarket professionals 89% said that the BSI Kitemark for garages was the most robust standard and that it should be adopted nationally. In the same poll 60% said that mandatory licensing was the only solution to the industry’s image problems and that a badge of professionalism was badly needed. Good to hear that at least some garages agree that the Big Change really is needed.

But until that Big Change happens, and you want to be sure of getting a fair and professional service when you take your car for repair, look for the BSI Kitemark symbol. At the moment, by the industry’s own admission, it’s the only garage code that really takes standards seriously. And, call me old fashioned, but when it comes to cars repairs and safety, high standards and professionalism are two things you just can’t have enough of.