When the garage breaks something while trying to fix something........

[Jens]

Fortunately this has never happened to me, at least not in a significant way I can recall.

But, what's the deal if you send your car for a repair and during the process the garage break something significant?  The question is prompted by an experience I heard earlier today, where somebody took their car in to have a CV boot replaced and the garage broke the steering knuckle in the process!  They're now having to pay for a new steering knuckle and another day's labour to get their car back on the road.

I can't decide what I'd do if it was my car.  Would I suck up the extra cost or protest that the garage should have known enough to realise brute force and ignorance was going to result in further damage.  Should the garage have contacted the customer to advise that there was a stubborn bolt and there was a risk should they continue to try removing it?  I guess things can happen in the moment, but I would also expect them to have enough experience to know there would be a risk, and maybe to alter their approach.

Or is this just "one of those things" that sometimes happen?

I can't really decide.

[4aceman]

31 minutes ago, Jens said:

CV boot replaced

To be fair I've heard the axles can get seriously stuck in some cars... Although once they realised it's not gonna come out without risking serious damage I would've just tried my chances with a split-type CV boot than replace the knuckle.

 

I also always thought it was weird that you would have to pay for their mess-up. I would imagine part of the high price of going to a garage was that if they mess up they're responsible to sorting it out. You pay extra for that insurance.

One of the main reasons I do everything DIY. If a bolt is stuck or snaps, or something else goes horribly wrong, it'll be my problem anyway, regardless if I take it to a garage or not

[dj123]

The garage is responsible for the cost of the repair of anything they break whilst working on a vehicle. The risk is upon them to carry out the work required & paid for by the client. Any delays, breakages or issues are on the Garage to cover. On the other side you don't get a discount if the job is done quicker than quoted.....

[Ray112]

Well I have heard that garages sometimes do charge customer for parts accidently got broken white doing something else, but labour to replace these parts should definitely be taken as goodwill from garage and customer shouldn't pay anything more for what they are replacing because of their own fault.

[4aceman]

Do you guys think it’s fair if they charge extra for a broken or seized bolt?

 

Not your fault, but not their fault either

[Jens]

It's a tough one, hence why I asked the question.

A broken bolt I'd have no issue being added to the bill.  I'm sure I've had that happen to me - when the car was in the four wheel alignment they broke one of the eccentric adjustment bolts on the rear, fair enough, these things do sometimes happen.  A whole steering knuckle, though?  I really don't know.  And then the labour costs to fit the new part?

I don't normally have the issue as I'm usually breaking my own parts 🤣

[Andrew]

Garage broke a coolant pipe on my E60, he rested his hand on it while showing him an unrelated fault under the bonnet.

The plastic was brittle, he charged me for the part but he paid the labour.

It could have broken at any time to be fair so wasn't too bothered as the wife was very pregnant at the time so if that had failed later, doesn't bear thinking about.

But if a part is stuck, seized or rusted, the garage may need to 'break' stuff to get it out.

For example, if you were going to change the rear wheel bearing on this E92, and you quoted for the job and then when the car turns up and you see the hub....

.... there is no way you would just be replacing the bearing. 

You would need to cut the flange off to get to what's left of the nut and probably damage the driveshaft getting the nut off in the process.

But I would expect a phone call to say that you are going to need a load more parts due to everything being knackered....

[dj123]

20 hours ago, 4aceman said:

Do you guys think it’s fair if they charge extra for a broken or seized bolt?

 

Not your fault, but not their fault either

It's the risk of doing the job. The hours/labour charged is the 'book' time, not the actual time it takes - do you get a discount if they finish early. Probably not. 

Unless a discussion is had with you, the customer, and explained when dropping the vehicle off for work/or even a call at the time of tackling the job, that these bolts on job X may break which will add extra cost - then you are not liable for it as the consumer. It's a hidden cost otherwise which is on them to disclose upfront the potential risks of. 

I had work done on my car this year and asked for a price. They advised the ball park region of it and said price X should be the top end if things take longer - so budget that. Upon completion it ended up being the lower end of the estimate due to an easier time. 

[Kopfjaeger]

A good garage would always contact you to advise of a risk and how they would have to proceed.  It also depends on your relationship with them.

I've been ripped off by main dealers from other marques, so not a fan, generally. I've been lucky to have found a garage and team who are honest and do good work. That is why I've used them for nearly 30 years. Pity they don't specialise in BMW🙄 but they do work on all cars and Maseratis🤣.