Why start with the business?
Only the garage that did the work can put it right. Your Consumer Guarantees Act rights are with them, and they know the car and the job.
Mechanic Sorted passes jobs on and isn't part of the repair. We can't inspect the work, order it redone or refund what you paid, so the steps below go to the people who can.
How to raise a problem with the work
Gather what you have
The written quote, the invoice, any texts or emails, and photos of the problem or the dash. If nothing was in writing, note what you were told and when, while it's fresh.
Talk to the business
Explain what's wrong, what you expected and what you'd like done. Keep it specific and calm, and give them a fair chance to look at the car again.
Put it in writing
If talking doesn't sort it, email or write to the business: what happened, what you want (a fix, cancelling the service, or a refund) and a reasonable date to reply by. Keep a copy.
Ask about mediation
If the garage is an MTA member, the MTA runs a mediation service for customers of its members who aren't satisfied with a repair.
Take it to the Disputes Tribunal
If you still can't agree, the Disputes Tribunal can make a binding decision. It's quicker and less formal than court, there are no judges, and a lawyer can't represent you.
What are you entitled to?
Under the Consumer Guarantees Act, a repair or service must be carried out with reasonable care and skill, be fit for the purpose you asked for, be done in a reasonable time if none was agreed, and cost a reasonable price if no price was set.
Depending on how serious the problem is, you can ask the business to fix it, cancel the service or give a refund. A business can't contract out of these guarantees when it deals with you as a consumer.
Worth having ready before you complain
- The quote and the invoice, or what you were told if nothing was written.
- Dates: when the car went in, when it came back, when the problem showed up.
- Photos of the fault, the dash, or the part involved.
- Copies of every message you've sent the business and every reply.
What if you were misled?
The Fair Trading Act makes it illegal for a business to mislead or deceive you, and it doesn't matter whether the business meant to. The Commerce Commission enforces it.
What if it's about your personal details?
Raise it in writing with the business that holds them, whether that's the garage or us. If it isn't resolved, complain to the Office of the Privacy Commissioner, which asks you to try the business first. Our privacy policy explains what the card collects and who receives it.
Calm, written and copied: complaints made that way get further, with the business and with anyone who helps you after.