Caught In The Act

Today I’m going to share my worst experience with one of the famous auto repair shops in Singapore. On 27th May 2017, I took my Ford Sedan to Werkz’s Serangoon workshop for an engine problem. They received my car and asked me about the problem. I explained my problem to a mechanic, and he started inspecting the engine. After 30 minutes of inspection, the mechanic came to me and told that the head gasket needs to be replaced.  They gave me a 2-day schedule with a 500 SGD estimate and told me that they would call me if any other parts need replacement. I agreed and left the car in their garage. I called them after two days (30th May), and they said that my car is ready.  When I looked at the memo before paying, I got surprised. They’ve changed my coolant tank and refilled new coolant, done a transmission flush and changed the transmission fluid. They did all those additional things without informing me, but they told that they'd call me if any other repair/replacement needs. Instead of their 500 SGD estimate, the total cost is now 820 SGD which is unbelievable.  I asked them why they did those extra things without calling me. And I got shocked by their answer. The mechanic said that he called me, but my phone was switched off (it was a pure lie). My phone wasn’t switched off for a second, and I’ve missed call alert on so I never miss any call.  On the other hand, why didn’t they wait if they couldn’t reach me by phone? I asked them that, and they said they’re on a tight schedule so they couldn’t wait. I couldn’t believe them, so I told them to give me the old parts back. The mechanic said that they left those parts in the junkyard and now it’s not possible to find them.  They have done things without my permission, and now they’re refusing to give my old parts back. Actually they did the whole thing very cleverly and intentionally- they’ve done those replacements without calling me so I can’t say them “NO,” then they threw the old parts in the junkyard so I can’t investigate to know if those parts were really damaged.  I called the workshop’s manager, explained everything to him, and he said it’s not their fault and I must pay because the bill is already made. How could it be my fault? They don’t have any right to replace things from my car without my permission. Mistakes happen, but you can’t put the blame on your customer.  Even they didn’t tell me sorry for that, and the manager clearly said me – “We can’t release your car until you pay the whole bill and you’ll be charged parking fee if you make delay.” It was an open threat, and I’ve to do nothing. I was forced to pay those extra dollars to get my car back. I don’t know if I’m the only customer abused by them, but it’s really unbelievable in a country like Singapore. Email Submitted By: Cynthia

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