Survey shows 'fast-fit' garages are worst

And the big, manufacturer-tied dealers aren’t much better

By PH Staff / Thursday, 30 September 2004 / Loading comments

As if you didn't already know, the one-size-fits-all, fast-fit garages on the high street are not the right place to take your pride and joy, according to a recent survey. Thousands of motorists are being ripped off when they get their cars serviced. The findings of a special investigation by What Car?, to be published on 5 October, reveal that buyers could be better off sticking to local garages than paying top-dollar at swanky manufacturer-approved main dealers.

What Car? conducted a nationwide undercover investigation, dispatching qualified vehicle inspectors to locations across the UK to see which type of garages performed best in real-world tests. Examiners turned up at garages with cars that had been doctored with seven deliberate defects – to see if the mechanics could identify and fix the faults. The results make surprising reading:

1st Independent garages

Percentage of faults missed: 7 per cent

Independent, often family-run, garages did best in the investigation, spotting 93 per cent of deliberate faults on test cars. Seven of the 10 independent garages we visited identified and fixed every single defect.

2nd Franchised main dealers

Percentage of faults missed: 17 per cent

Main dealers are branded garages representing manufacturers (eg Ford, Toyota). Despite usually being more expensive than independents, the standard of service was worse. They spotted only 83% of deliberate faults – missing a worrying 17 per cent of defects. One Toyota dealer in Edinburgh (Western Toyota, Whitecraig) even failed to spot the low, and potentially dangerous, brake fluid level.

3rd Fast-fit garages

Percentage of faults missed: 21 per cent

Last and definitely least were Britain’s fast-fit centres, the type of drop-in garages that used to specialise in tyres and exhausts, but now offer full servicing too. They missed more than a fifth – 21 per cent – of the faults. More than half the outlets under scrutiny failed to spot at least one fault. One AA Centre in Scotland returned the car with every single defect still present, after agreeing to service the car but then performing (and billing for) a simple oil change.

The research is published as plans to raise industry standards through new codes of conduct, approved by the Office of Fair Trading (OFT), are in disarray. The Retail Motor Industry Federation (RMI) and Scottish Motor Trade Association (SMTA) have abandoned plans to have their CarWise scheme approved by the OFT, although the Society of Motor Manufacturers and Traders has obtained approval for its New Car Code of Practice.

What Car? magazine editor David Motton said: ‘We were shocked by our findings. When your car is serviced, you should expect that the job will be done to a high standard. This is not happening. We’re also very disappointed that the Government-backed CarWise scheme has fallen by the wayside. If you buy a car on credit, the finance company must be licensed with the Government – so why shouldn’t garages be properly regulated? Getting your car serviced properly can make the difference between driving a safe car and one that is more likely to be involved in an accident.’