Over a period of weeks, Jo in the trading standards department had been
hearing a string of complaints about Upfront motors, a local garage and
second hand car dealership. Customers had become rather suspicious about
their service standards and their honesty. For example, they always manage
to find more wrong than the driver realised.
To get to the bottom of the complaints, Jo arranged for a car to be rigged
with certain faults: deflated tyres, a broken brake light and a faulty
petrol gauge. Then she took it in to be serviced. Will Upfront find the
faults? Will they rectify them as any legitimate trader would? And will they
claim to ‘find’ anything else that needs repair?
When Jo went back, they'd put the tyres right and the brake light. But
there’s no mention of the petrol gauge and, to prove that the customers were
right to be suspicious, it seems as if Jo needs a new clutch. Sorry, it was
lethal. Had to change it. Lucky you brought it in!
Jo immediately issues the owner with a formal warning.
I’m afraid we’re going to look into this with a view to possible
prosecution. You’ll be hearing from us. In the meantime you should clearly
indicate your policy on repairs, prices and an undertaking to ring customers
about any unforeseen items before the work is done. And when customers
collect their vehicles they should be shown the parts that you’ve removed.
We’ll be monitoring you. And, meanwhile, here’s a copy of the council’s Fair
Trading Charter for new and used vehicles.
