31/12/2004
It's a question many of us ponder after a recent visit to the garage: "Who actually carried out my MOT?" While you might not know the individual technician by name, the garage's reputation and the quality of their work are paramount. Unfortunately, as one customer recently discovered, a seemingly straightforward MOT can lead to a cascade of issues if corners are cut or communication breaks down. This article will explore the implications of this experience, discuss common MOT failures and repairs, and offer advice on how to ensure you're getting a fair deal and a safe vehicle.
The Case of the Shuddering Van: A Post-MOT Nightmare
Our featured customer, a loyal patron of a garage for several years, recently experienced a significant decline in service quality following what appears to be a downsizing of the establishment. After failing their MOT due to worn front tyres and a track rod end, they were quoted a price of £240.74 for the necessary repairs. Seemingly agreeable, the customer authorised the work.
The trouble began immediately after picking up the van. During motorway driving at 65mph, a severe shaking developed. A call to the garage revealed a shocking response: the tracking needed to be done. The garage claimed they didn't perform this crucial alignment because they "don't have the equipment" following their downsizing. This left the customer bewildered, as fitting a track rod end almost invariably necessitates a tracking adjustment to prevent premature tyre wear and ensure proper steering geometry.
The saga didn't end there. Taking the van elsewhere for the tracking, the problem persisted. It transpired that the new tyres, fitted by the original garage, hadn't been balanced correctly in the first place. A subsequent visit to rectify the tyre balancing, which should have been a routine part of the tyre fitting process, was required. In total, the customer ended up paying more and losing valuable time due to the initial oversights.
Understanding MOT Failures and Common Repairs
The MOT test is designed to ensure your vehicle is safe and roadworthy. Common reasons for failure often relate to:
- Tyres: Insufficient tread depth (below 1.6mm), cuts, bulges, or incorrect tyre type for the vehicle.
- Brakes: Worn brake pads or discs, fluid leaks, or inefficient braking performance.
- Suspension: Worn shock absorbers, springs, or damaged suspension components like track rod ends.
- Lights: Malfunctioning headlights, brake lights, or indicators.
- Exhaust: Excessive noise, leaks, or high emissions.
- Steering: Loose or worn steering components, including the track rod end.
In our customer's case, both the tyres and the track rod end were cited as failures. Fitting a new track rod end fundamentally alters the steering geometry. Without a subsequent wheel alignment (tracking), the steering wheel may not be centred, and the tyres will be forced to scrub against the road surface. This leads to:
- Uneven and rapid tyre wear: As seen in the customer's experience, this can necessitate premature tyre replacement.
- Compromised handling: The vehicle may pull to one side or feel unstable.
- Increased fuel consumption: Increased rolling resistance from misaligned wheels.
The Importance of Communication and Transparency
A key failing in this scenario was the lack of communication from the garage. Not only did they fail to inform the customer that they couldn't perform the tracking due to a lack of equipment, but they also didn't advise that it was a necessary follow-up procedure. This omission is particularly concerning, as it directly impacts the longevity of the new tyres and the overall safety and performance of the vehicle.
Reputable garages should always:
- Clearly explain the reasons for an MOT failure.
- Provide a detailed quote for recommended repairs, including any necessary alignment work.
- Inform the customer if they are unable to complete a specific part of the repair process and advise on the next steps.
- Ensure all work carried out is completed to a high standard, including essential checks like tyre balancing.
Comparing Garage Prices: More Than Just the Bottom Line
The customer's research revealing that other garages offered the same repairs, including tracking, for less money highlights a critical point: the cheapest quote isn't always the best. In this instance, the initial quote might have seemed competitive, but the hidden costs of subsequent repairs and lost earnings due to the garage's shortcomings made it significantly more expensive.
What to Look For in a Garage
When choosing a garage for your MOT and subsequent repairs, consider the following:
| Factor | What to Expect | Red Flags |
|---|---|---|
| Expertise | Qualified technicians familiar with your vehicle type. | Technicians who seem unsure or avoid specific questions. |
| Equipment | Modern diagnostic and alignment equipment. | Claims of "not having the equipment" for standard procedures. |
| Transparency | Clear explanations of work needed, detailed invoices. | Vague explanations, hidden charges, or failure to itemise. |
| Communication | Proactive updates on repairs, clear advice. | Lack of communication, especially regarding issues that arise. |
| Customer Reviews | Consistently positive feedback on quality and service. | Numerous complaints about poor workmanship or dishonesty. |
What Can You Do If You're Unhappy?
If you find yourself in a similar situation, here are some steps you can take:
- Gather Evidence: Keep all invoices, repair receipts, and any written communication. If possible, get written confirmation from a second garage about the necessary repairs that were not performed or were done incorrectly.
- Contact the Garage: Clearly and calmly explain the issues you've encountered since the repair. Refer to the specific problems (shuddering, incorrect tyre wear) and the fact that essential work (tracking, balancing) was not carried out or was done poorly.
- Negotiate a Resolution: You could request a partial refund to cover the cost of the incorrectly performed work or the additional costs incurred to rectify the situation.
- Escalate if Necessary: If the garage is unresponsive or unwilling to resolve the issue, you can consider contacting a consumer advice organisation or, in more severe cases, pursuing a claim through a small claims court.
Frequently Asked Questions
Q1: Do I need tracking done every time I have a track rod end replaced?
A: Yes, it is highly recommended. Replacing a track rod end affects the steering geometry, and a wheel alignment (tracking) is almost always necessary to ensure correct tyre wear and safe handling.
Q2: Can a garage refuse to do certain repairs?
A: A garage can refuse to undertake work if they do not have the necessary equipment, expertise, or if they deem it unsafe. However, they have a responsibility to inform you of this and advise on alternative solutions.
Q3: What is the average cost of wheel alignment (tracking)?
A: The cost can vary, but typically ranges from £40 to £80 for a standard two-wheel alignment, and £60 to £120 for a four-wheel alignment. This is often included in major service packages or tyre replacement deals.
Q4: How can I find a reliable MOT and repair centre?
A: Look for garages accredited by reputable organisations, check online reviews, ask for recommendations from friends and family, and don't be afraid to ask questions about their services and qualifications.
Q5: The garage didn't tell me about a necessary repair. What are my rights?
A: Garages have a duty to inform customers of necessary repairs. If they failed to do so, and this resulted in further costs or damage, you may have grounds to seek compensation. Keeping detailed records is crucial.
The experience highlights the importance of choosing a garage you can trust and understanding the work being carried out on your vehicle. While the individual technician who performed the MOT may remain unknown, the garage's accountability for the overall service is undeniable. Always prioritise clear communication, transparency, and quality workmanship to avoid costly and frustrating issues down the line.
If you want to read more articles similar to Your MOT: Who Did It and Was It Right?, you can visit the MOT category.