Active discussions

Meet the Other Phone. Child-safe in minutes.

Meet the Other Phone.
Child-safe in minutes.

Buy now

Please or to access all these features

Talk
Chat

Join the discussion and chat with other Mumsnetters about everyday life, relationships and parenting.

Original poster

Is this normal for a garage? Awful communication

33 replies

avata · 16/05/2024 08:32

My car is in the garage for an MOT and because it was leaking oil.

I took it in at 9am on Monday, they messaged me at 5pm the same day to say it had failed (I knew it would) and that they would cost it all up including the oil leak. Ok.

By 3pm the next day I hadn't heard anything at all, so I contacted them to ask for an update.

They didn't get back to me for 24 hours, and then messaged to say they had found the source of the oil leak but were still figuring out some other bits, then again said that they would cost it up for me. This was at 4pm yesterday, and I now haven't heard anything again.

It's now Thursday and I have no idea of cost, timeline, or anything.

I'm a fairly new driver, so I'm unsure whether this is normal for a garage?

I really need my car for my commute for work, and I totally understand the repairs will take as long as they take, but it would have been nice to be given an idea of what is going on so that I could make arrangements?

OP posts:
rwalker · 16/05/2024 08:43

The problem with this is there won’t be any time scheduled for this repair it was just booked in for MOT and they’ll of already had work booked in for next day.
They will be fitting it in as and when

user1471505356 · 16/05/2024 08:49

My car is booked in for service in two weeks, they have emailed me already with an estimated bill.

MargaretThursday · 16/05/2024 08:50

Did you tell them there was an oil leak before it went in?

Oil leaks can be awkward. We had a minor one that took ages for our very experienced mechanic to pin point.

We also had one time when replacing the oil reservoir the garage forgot to tighten one of the bolts. That was a huge mistake and the garage still grovels to me when they see me now 3years later. I'm not sure if it's totally the mistake or the "silly woman panicking over a little residue oil"-until they saw the 2m long slick that has left them guilty, but it's very useful for little jobs I don't want to pay for 😁

Interested in this thread?

Then you might like threads about this subject:

Driving & parking
rwalker · 16/05/2024 08:51

user1471505356 · 16/05/2024 08:49

My car is booked in for service in two weeks, they have emailed me already with an estimated bill.

because the service is a set charge so they will know how much too charge you

lonelyo · 16/05/2024 08:52

Sadly probably typical experience for garages. I work for a main dealer and techies are in desperate demand! Maybe they're short staffed and like pp say, haven't got the people available to do the work? Also a historic issue was sourcing parts, probably not a big issue like a couple of years ago but supply chain issues caused parts to be on back order or hard to get quickly. Good luck!

Kelly51 · 16/05/2024 08:53

Be confident and call this morning and ask for the cost and timeline.

lonelyo · 16/05/2024 08:53

However they should be communicating any challenges with you and not keeping you in the dark, so agree that's not good!

Original poster
avata · 16/05/2024 08:55

MargaretThursday · 16/05/2024 08:50

Did you tell them there was an oil leak before it went in?

Oil leaks can be awkward. We had a minor one that took ages for our very experienced mechanic to pin point.

We also had one time when replacing the oil reservoir the garage forgot to tighten one of the bolts. That was a huge mistake and the garage still grovels to me when they see me now 3years later. I'm not sure if it's totally the mistake or the "silly woman panicking over a little residue oil"-until they saw the 2m long slick that has left them guilty, but it's very useful for little jobs I don't want to pay for 😁

Thank you for responding.

Yes, I did let them know there was an oil leak before I took it in. They said they have found the source.

OP posts:
LittleGreenDragons · 16/05/2024 08:56

It's now Thursday and I have no idea of cost, timeline, or anything.
Have they told you what needs doing, or the specific part that needs replacing, ie gasket? If so call another garage and ask for their cost and timeline based on that information.

Tbh, they might be having trouble sourcing the part which might explain why they can't tell you the cost or when, but they should keep you updated imo.

EBearhug · 16/05/2024 08:59

Tbh, they might be having trouble sourcing the part which might explain why they can't tell you the cost or when, but they should keep you updated imo.

That might explain the time it's taking - but I would expect to be told that. My garage would - they've always told me if they'll have parts in by the end of the day or the next day or if there's going to be more of a problem. The lack of communication is poor.

Nitgel · 16/05/2024 08:59

Sounds crap don't use again. Even if it takes times to source the part. Communication has been shite.

gamerchick · 16/05/2024 09:00

Pretty much. They're stowed off so will have to make time if it's a complicated or quite a few repairs. Did they tell you what it failed on other than the oil leak?

Original poster
avata · 16/05/2024 10:42

Thank you everyone.

My issue is the communication, I totally accept that these things can be timely. It's just that I have heard from them twice since Monday.

I'm considering taking my car elsewhere, but don't want it to take even longer!

What do you think?

OP posts:
Original poster
avata · 16/05/2024 14:35

I now haven't heard anything in 24 hours again!!

OP posts:
Shade17 · 16/05/2024 14:43

Call them again and politely but firmly ask them what they’ve done, what’s left to do, how long it’s going to take and what they expect the final bill to be.

itsmylife7 · 16/05/2024 15:01

No it's awful service. Have they told you the exact problem with the car.

INeedToClingToSomething · 16/05/2024 15:01

No that's not normal ime. And I am quite old so have been a driver for many years.

Ime the garage calls you tells you that it's failed and what work needs doing and how much it will cost in one phone call. Usually they can do the work on the day if it isn't too much to do and/or they don't need parts. Otherwise, they will order parts/book the car on for when they can do the repairs. Obviously this may mean keeping the car if it's not drivable ie a dangerous problem was identified in the MOT:

www.gov.uk/getting-an-mot/after-the-test

If the car is drivable you also have the option of taking it to another garage for the repairs.

I would try and ask around locally to get recommendations for a good local garage you can use in future.

RubberyChicken · 16/05/2024 15:04

gamerchick · 16/05/2024 09:00

Pretty much. They're stowed off so will have to make time if it's a complicated or quite a few repairs. Did they tell you what it failed on other than the oil leak?

You can check online to see what it failed on. Oil leak isnt necessarily a failure only if a leak creates a pool on the floor within 5 minutes that's more than 75mm in diameter, which is quite a lot of oil

INeedToClingToSomething · 16/05/2024 15:05

avata · 16/05/2024 10:42

Thank you everyone.

My issue is the communication, I totally accept that these things can be timely. It's just that I have heard from them twice since Monday.

I'm considering taking my car elsewhere, but don't want it to take even longer!

What do you think?

If the car is drivable I would definitely be looking to take it elsewhere. I'd call them and ask politely for the cost of repair and timescale. If they fobbed me off again I'd tell them I'd be coming to collect it to take it elsewhere.

You may want to ask around locally for a good reliable garage and give them a call first to see when they can fit you in. My local garage is excellent but it can take a few weeks to get it booked in as they are busy which may affect your decision.

RubberyChicken · 16/05/2024 15:21

Dont forget if you take the car away for repair you only have working 10 days to get the MoT failure items repaired and retested at the garage that did the MoT, otherwise you will need to get it tested again. If it has a 'dangerous' fail it cant be driven, even if the old MoT is still valid.
If you get it tested elsewhere they may find other faults as some fail items are a bit subjective and depends on the tester.

Shade17 · 16/05/2024 15:52

If it has a 'dangerous' fail it cant be driven, even if the old MoT is still valid.

Unless you repair the dangerous item of course.

RubberyChicken · 16/05/2024 16:18

Shade17 · 16/05/2024 15:52

If it has a 'dangerous' fail it cant be driven, even if the old MoT is still valid.

Unless you repair the dangerous item of course.

Well yes, of course

Original poster
avata · 16/05/2024 19:29

Update:

He finally got back to me. Says he needs to order some parts from Mercedes. I asked if he has costed it up, he said he will do it tomorrow!

Is it unreasonable to expect him to have already ordered the parts, considering it failed it's MOT on Monday?

OP posts:
Original poster
avata · 16/05/2024 19:30

And he said I can probably have it back by next Wednesday.

OP posts:
JammyJellyfish · 16/05/2024 19:34

Depends whether Mot had a dangerous failure or has actually expired. I would expect to pick it up that day & book it in for another time-not sure if oil leaks are considered a mot failure though, depends on how bad it is I think.

Swipe left for the next trending thread