How much does the repair cost? Sometimes the customer needs to know exactly. (Photo: © Li Xuejun/123RF.com)
Read aloud:
A car repair shop must provide the customer with all the information they need about the expected cost of a car repair. In return, they must inform the customer of possible alternative causes of the problem.
A car repair shop must inform the customer whether a repair is still economically viable for an older vehicle. Otherwise, it must pay damages.
The owner of a car with 212.475 km on the odometer suddenly noticed unusual engine noises. The car's replacement value at that time was approximately €4.000 . The owner contacted a garage, stating that he was only interested in an economically viable repair . A mechanic then examined the car and discovered a defect in the fuel injectors.
However, it wasn't checked whether there were any other engine defects – in particular, whether the connecting rod bearings were defective. This would have required further measures and considerable costs, exceeding the replacement value. Atypical engine noises in such cars with over 200.000 kilometers on the odometer can also indicate a connecting rod bearing defect, even though this defect is not very common. The mechanic didn't mention this to the customer, however. He only spoke of the need to replace the fuel injectors . The possibility of other causes of damage with high repair costs was not discussed.
The customer commissioned the replacement of the fuel injectors, but the engine noises persisted. An expert determined that a connecting rod bearing failure had already been present when the work was commissioned . The customer demanded a refund of the repair costs of €1.668,39 from the garage.
Operations management
Operations management
The Federal Court of Justice (BGH) ordered the car repair shop to pay the repair costs as damages. The court ruled that the shop should have informed the customer before replacing the fuel injectors that further engine defects could be causing the noise and that these would be costly to repair. Had the customer been informed, he would not have authorized the replacement and would not have paid the €1.668,39, as he would only have been interested in an economically viable repair.
If a customer wants to know the cost of a car repair, the business owner must inform them of all circumstances relevant to the decision. This includes informing them whether, especially in the case of an older vehicle, a repair is still economically viable.
Federal Court of Justice, Judgment of 14 September 2017, Case No. VII ZR 307/16
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