GW columnist, Aaron Phillips reacts to Green Flag claims that garages are charging motorists for “unnecessary work”
I must admit that upon reading the headline about garages charging for “unnecessary work”, I thought “here we go another report bashing our industry”.
However after reading the whole article and thinking about our own experiences in the garage, I found myself able to see the issue from both sides.
Being part of the Bosch Car Service network means Jackson & Phillips follow a strict code of conduct.
Over and above this, our business was built on customer service and honesty.
We regularly see customers that have been given recommendations by both independent and franchise garages for work to be carried out – they come to us for a second opinion.
The most common of these are for brakes and tyres and, in many of these cases, there was no need for replacement.
We’ve never been ones to upsell “unnecessary work”.
For service and investigation work we generate reports and offer honest advice, which our customers appreciate.
It’s trust that keeps them coming back to us, some for over 40 years.
I think it’s important for garages to test coolant, brake fluid and measure braking components.
To be able to offer honest and accurate advice, workshops should also be regularly calibrating measuring equipment and ensure they always use the most up-to-date technical data.
Without doubt, there are garages out there that don’t offer this level of service but Green Flag’s claims don’t paint a true picture of our industry and create an issue of distrust for the consumer.
In the process of writing this article I did a little research and I found a blog entry on the Green Flag website entitled ‘Know your car jargon, learn to speak mechanic and don’t get ripped off’.
Published earlier this year, it also incites a negative outlook.
I’m sure that these type of stories will only serve to make it harder for garages to offer advice for fear that the customer will just see it as a money making exercise.
If the customer doesn’t trust the advice, they’ll have to pay for a second opinion, or worse, they ignore the advice and continue to drive an unroadworthy vehicle.