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Getting your car serviced
Whether new or used, your car should have come with an owner’s manual that sets out scheduled services and required maintenance work at each service.
Follow the maintenance schedule to keep your car in good condition and to avoid breakdowns or expensive repairs.
If the car is still under warranty, check its conditions regarding choice of repairer and manufacturer specifications.
When booking in your car for a service, explain to your mechanic clearly what type of service you require. Different costs are associated with different types of services. If you do not have a handbook and are not sure what your car needs, ask the mechanic to explain what is involved in each type of service and its associated cost.
If you have a problem with a new car still under warranty, refer to the warranty and speak with the licensed motor car trader who sold you the car.
Finding a mechanic
Ask friends and relatives for the names of reputable mechanics. Find out if any of the suggested mechanics belong to associations such as RACV and the Victorian Automobile Chamber of Commerce (VACC), whose members must adhere to a code of conduct.
Make sure staff working for the mechanic you choose are qualified and the business has the necessary equipment to do the job. Look around the premises before handing you car over. A clean and well-organised workshop signals a business run efficiently.
Get an estimate of cost
Ask for a written estimate before having any work done. This should detail the repairs and the cost of the work, parts and labour, including warranties.
Diagnosing a car’s problems is not always straightforward. Intermittent faults are often difficult to identify. The mechanic may also find other faults before starting repairs. Keep in mind that these problems may not have been included in the original quote.
Make it clear that you must be called before any work commences on any repair that you have not authorised. Be wary of mechanics who ask for up-front payment.
Before you leave your vehicle for repairs
After obtaining your estimate, ask the mechanic to let you know of any work that needs to be done on the car in the foreseeable future, so you can develop a maintenance plan.
If somebody else is taking your car to the mechanic, ensure you explain what you want done. Remember, as your agent, that person will bind you to a contract with the mechanic - but it will be your responsibility to pay.
The mechanic is legally required to keep a record of each vehicle that comes in for repair. Therefore, before leaving your car, you should be asked to sign a job card or repair order.
Ask about the manufacturer’s warranty on parts and the mechanic’s warranty on work done. Make sure such details are noted on your invoice.
Second-hand parts
Second-hand parts can be used for some repairs, but not for brakes or seatbelts. Any second-hand airbag used must be one that has not been activated previously.
All second-hand or recycled parts should only be purchased from a licensed dismantler. The VACC website contains a list of authorised dismantlers.
After repairs are completed
The mechanic must give you any parts removed from your car if you ask for them, except those that must be returned to the manufacturer for warranty claim purposes.
If you want the parts, ask the mechanic for them when you leave your car.
Payment
Before you pay, obtain an itemised account listing the repairs undertaken and how the costs were calculated.
Obtain a receipt and keep it safe, in case of future problems with the repair. A clear record of regular servicing and repairs may add to your car’s resale value.
If you cannot pay for the repairs and you have not come to any financial arrangement, the mechanic has the right to keep your car until you can pay. This is called a ‘mechanic’s lien’.
In some cases, the mechanic can also charge a storage fee. Your best option may be to try negotiating instalment payments prior to agreeing to the repairs.
What if you are unhappy with the repairs?
Discuss your concerns with the mechanic. Make sure you mention the warranty on parts and repairs. Give the mechanic a chance to rectify any faults.
If you are still dissatisfied and the repairs were carried out under insurance, contact your insurance company. Otherwise, if the mechanic is part of a franchise or affiliated with a recognised body, such as the RACV or VACC, contact the relevant organisation.
It may be necessary to obtain an independent report from a suitably qualified person.
RACV and VACC can offer advice in such circumstances, as can Consumer Affairs Victoria.
Last updated: 10/04/2012