Independent Garage?

[diagman]

I have spent some considerable time reading the posts in this forum, some with great amusement, some that make me cringe and others with dismay. I will point out, that I have worked in the automotive trade, for over 35 years and now run a small Garage. So very frequently people write complaining, that Dealerships charge exorbitant amount of money for their services and parts, and from a customers point of view, I agree. The small Independent Garages such as myself also pay through the nose when we have to purchase OEM for our customers vehicles, if we are lucky, we may get a 10% discount. It must be pointed out, that Dealerships carry a vast amount of unproductive staff IE General Managers, Sales Managers, Assistant Managers etc all on great salaries with all the perks going, all housed in centrally heated splendor, a far cry from Independent Garages, All this has to be paid for by the customer IE you!!

 

On quite a lot of posts it has been said or implying that charges less than Dealers charge, would indicate the work was undertaken by less competent mechanics with inadequate facilities. That would not be the case with most Garages, as Independents we work on a wider range of vehicles not just one brand, our knowledge database is vast (although it must be said that the Dealership have the advantage with the new Hybrid ranges). Most Independent around the area where I trade charge about £30 to £35 which in my opinion represents good value for money. It's value and quality of service that keeps us in business. It would be a very poor business practice to deliberately mislead customers with poorly estimated prices and presenting a customer with a bill they could not afford to pay, it would make no sense at all.

 

Not all customers are honest, some in fact are the rouges, accusing a Garage of damage to vehicles (scratches which have been done weeks before, stripped threads on wheel bolts, the list is endless). As for ripping bills up and being aggressive to staff, we put up with a lot.

 

In closing, to anyone using an Independent Garage, ask people what their experience has been with the garage you plan to use. Explain exactly what the problem is, if your not sure ask for more information, visit more than one garage, phone about and get further advice. Always ask for a written Quote or estimate and insist on being notified should the costs go beyond the agreed price.

[rebel11]

Hi dia

 

Welcome to CAG

 

I'm fairly sure there are some positive experiences in some of the threads, so it's not all negative. It's all about striking the right balance, right price, great customer service etc.

[grahamengineering]

Thanks for posting diag. All too often we hear of the rogue side of the motor trade but seldom of the better side.

 

Have all too often seen cars in our workshop (independent) that have supposedly been looked after by main dealers, only to find work claimed to have been done has never been touched.

To give an example I had an older golf with full dealer service history. It had been serviced only a couple of weeks beforehand. Came in with a running fault which was quickly diagnosed as a distributor cap fault (which VW couldn't find). While diagnosing this I found the plugs to be knackered and the oil as old as the hills. Told the customer of the faults and showed them the plugs. They were astounded given the fact they had just spent £200 plus on a service at VW.

 

Personally I'd recommend a good independent before a main dealer any day of the week.

[sailor sam]

Welcome to CAG Dia.

 

Interesting post. Having worked at main a dealer enviroment I can certianly see where you are comming from. But there are a few exceptions I think. I live on the Isle of Wight and there is pretty much one dealership per manufacturer on the Island.(apart from Ford who have 3). In my particular case, (Fiat) i have found that the main dealer prices have been very competative to those of my nearest independent garage (which is a 5 minute walk away). For example; Last year I had my cam belt changed on my Punto HGT. Quoted around £500 to have the work done at my independent against £350 at the main dealer! Also MOT; normal price at my independent against £40 at the main dealer. Obviously it must be due to the geographical location because the Island dealers know that if they don't compete, then owners will simply take their cars to the mainland to have work done. As for customer service, well I am more than happy with my particular main dealer... I always get a courtesy car for example where i don't at my independent. What does score points to the latter with me is that they are far more convienient to that of my main dealer which is about 5 miles away from where I live.

[ukaviator]

The main dealer I used has to be watched carefully especially when it comes to diagnostics using the laptop. The wotsits wanted £35 a time for plugging in the laptop to reset any faults the car has reported. So £35 was charged, then because I asked them to check my fuel system for a possible over fuelling issue, they plugged it in again another £35 to tell me I had a blocked breather, quite common on the BMW 730D. After a moan I managed to get the bill adjusted. The dealer I use has a HAIRDRESSERS in the service area, along with free tea or coffee, free internet. They do have some nice friendly totty there though.

 

I have used independant garages in the past, mainly recommendations from friends and I have found them very helpful, good value for money. It doesn't take much for someone to turn a complaint into a business damaging excercise which can also ruin you in court financially, so customer service has to be maintained to a high level.