If you give your car for repair, then you need to know the rights in relation to the car service. It often happens that the service station repairs the car for too long and does not even allow tracking the progress of the repair, answering the questions of the owner of the car that auto parts have been ordered and are taking a long time or the supplier has let down. It often happened that, due to poor-quality repairs, the car burned out, got into an accident or breakdowns occurred, the repair of which is much more expensive than the initial one. At the same time, you can also be repaired what you did not order, and then hold the car and not give it back until you pay for the entire range of services performed.
Do you have the right to make a claim to a car service? Is the workshop responsible for its actions? What can you, as a car owner, count on when delaying deadlines, poor quality repair and other violations of your rights?
Car repair at the service station is regulated by the Law "On Protection of Consumer Rights" and "Rules for the provision of services (performance of work) on maintenance and repair of motor vehicles ”.
What documents are required to issue a car service to a car owner when accepting a car?
The car service must issue a contract in writing. This can be a work order, a receipt or other document with the mandatory content of the name of the contractor and his location, the full name of the car owner and phone number, the date of receipt of the order and the timing of the repair. If the work is carried out in parts, then intermediate deadlines should be prescribed.
If the auto repair shop has not indicated the timeframe for the completion of the work, then you have no right to make claims for compensation or compensation!
The total cost of the services provided and the payment procedure must be established. Data must be indicated vehicle: make, model, state number, unit numbers, the price of the car itself, which must be established with the agreement of the parties.
It is also necessary to list the list of services provided, spare parts and materials with their quantity and cost. If you provide spare parts and materials yourself, then a list of them must be specified in the contract. If the work performed and spare parts are installed warranty periods, then they must also be recorded in the contract.
When the car remains in the workshop, an acceptance certificate must be signed. The certificate must have the seal of the station of those. service and signature - yours, and the personal signature of the station employee. As a result, you must have a contract with mandatory content and an act.
The rights and obligations of a car service.
Additional paid services cannot be provided without the consent of the car owner. If employees have performed some work without your consent, you have the right not to pay for them. The car service does not have the right to condition the provision of one service by the performance of another: For example, car repair only on condition that a spare part is purchased at this station.
If you have provided unusable or substandard materials or spare parts, then the service center staff should inform you of this and stop work until they receive further instructions from you. If, if your requirements are met, the work will not be completed within the time limit set by you or their quality will be understated, then the service station employee must warn you about this. The contractor who did not inform the car owner about the specified circumstances or did not receive an answer within the established time frame cannot in the future refer to the existence of these circumstances.
The car service is obliged to report to you about the identified defects that threaten safety road traffic... If you do not agree to the implementation of additional services to eliminate these defects, then the service must make a note of the presence of faults in the acceptance certificates. These records must be certified by the person in charge of the workshop and by you.
At your request, the service station is obliged to draw up an estimate. Likewise, a body shop may require an estimate. By confirming the estimate with a signature, it becomes part of the contract. The car service must notify you of exceeding the estimate, if it was required to provide additional services... If at the same time you did not agree to the implementation of additional services, then the car service may refuse to fulfill the contract and demand payment for the service provided and / or work performed. If you have not been notified about the excess of the estimate, then they have no right to demand from you payment of more than the established payment. Service station employees are required to adhere to the deadlines for the performance of services. After all the services have been provided, you must receive a certificate-account for the newly installed numbered units.
Station of those. Service undertakes to give a report on the costs of spare parts and materials, the cost of which you paid, and to return the rest or reduce the cost of the remaining parts and parts. Also, your old parts should be returned to you.
If there is friction between you and the workshop about the quality of the work performed, then an independent assessment should be made. The examination is initially carried out at the expense of the service station. The peer review request can be either yours or the workshop. If there were no violations of the contract and the contractor fulfilled all the established conditions, then all the costs are borne by the person on whose initiative the check was carried out. If the parties have agreed among themselves to provide an independent assessment, then the costs are divided equally between the parties.
Your rights when repairing a vehicle.
You have the right to observe the progress of work and evaluate their quality, for example, observation at least from the stage of loading on a two-post lift and ending full transmission You your car, provided that the contractor does not interfere with the work process. And a car service is obliged to provide you with the opportunity to be in production facilities.
You have the right to terminate the contract at any time by paying for the work performed that was performed before the termination. Only with full payment for all work, you have the right to receive your car.
Upon receipt of the machine, you must carry out a full check of its technical condition, scope of work and quality, functioning of the elements that were replaced or repaired. If you find a discrepancy with the contract, unidentified replacement of parts, lack of spare parts or / and other shortcomings, you must immediately file a claim with the auto repair shop. All shortcomings must be noted in the act of acceptance and transfer. If you write that there are no comments, then in the future it will be difficult for you to prove that they took place. If you don't like the painting, the quality of the repair or the work of the car - feel free to describe your claims! If a defect was not detected immediately during the execution of work, and it could not be detected during a routine check, or if the car service hid the defect, then upon detection it is necessary to inform the service station within a reasonable time in writing.
In case of total or partial loss of your vehicle, spare parts or supplies car service is obliged to give you another car, spare parts or materials of similar quality within 3 days, or reimburse you the cost of your property in two times, while also reimbursing your expenses.
If you believe that a contract has been violated, then you have the right to request an independent assessment. In this case, we advise you to contact us! We provide full legal assistance.
If you give your car for repair, then you need to know the rights in relation to the car service. After all, it often happens that the service station repairs the car for too long and does not even allow tracking the progress of the repair, answering the questions of the owner of the car that spare parts have been ordered and are taking a long time or the supplier has let down. Thousands of times there have been cases when, due to poor-quality repairs, a car burned out or breakdowns occurred, the repair of which is much more expensive than the original one.
And how many car owners discovered poor-quality repairs after acceptance? In addition, you can be repaired what you did not order, and then hold the car and not give it back until you pay for the entire complex, even for imposed services.
Is it possible in such situations to make a claim to a car service? What is the responsibility of the workshop for its actions? What can you, as a car owner, count on in case of delaying deadlines, poor-quality repairs and other violations of your rights?
Car repair at service stations is regulated by the Law "On Protection of Consumer Rights" and "Rules for the provision of services (performance of work) for the maintenance and repair of motor vehicles".
To begin with, let us learn, as "Our Father", what you should have in your hands when you gave the car to a car service.
What does the service station give to the owner of the car when accepting the car?
The car service will issue a written contract. This can be a work order, a receipt or other document with the mandatory content of the name of the contractor and his location, full name of the vehicle owner and telephone number, date of acceptance of the order and terms of repair... If the work is carried out in parts, then intermediate terms of execution should be prescribed.
If you are not given a deadline for the repair, you will not be able to make a claim for delay!
Also must be installed service price and the payment procedure (lump-sum, by installments, term, in cash, by bank transfer).
The vehicle data must be indicated: brand, model, license plate, unit numbers, and the price of the car itself, which is established by agreement of the parties.
Mandatory list of rendered services (works), spare parts and materials, their cost and quantity... If you provide spare parts and materials yourself, then the contract must contain a list of them.
If work and spare parts are installed warranty periods, then they must also be spelled out in the contract.
When the car remains at the service station, it must be signed acceptance certificate, which indicates the completeness and damage, as well as a list of spare parts that you brought yourself.
The act must have the seal of the service station and the signatures of both parties: both yours and the employee of the service station.
As a result, you should have 2 documents in your hands: a contract (receipt, work order) with mandatory content and an act.
The rights and obligations of a car service.
You cannot be provided with additional services for a fee without your consent... If, nevertheless, something was done without your consent, you may not pay for the work not specified in the contract.
The service station cannot condition the provision of one service with the provision of another: "We will change this spare part for you only if you buy it from us!"
If the materials or spare parts provided by you are unsuitable or of poor quality, then the car service is obliged to notify you of this and suspend work until your instructions are received. If, if your instructions are followed, the work will not be completed on time or their quality will be reduced, then you should be warned about this.
The contractor who did not warn the car owner about the above circumstances or did not wait for an answer within the established time frame cannot then refer to the existence of these circumstances.
For example, you gave a poor-quality part for installation. The car service did not notify you about this or informed you, but did not wait for the end of the period specified in the contract for a response. As a result of such renovation works The car broke down. You can make a claim to the service station, and for her, in turn, it cannot be an excuse for providing you with a low-quality part.
But the car service can terminate the contract and demand compensation for damages if you were reasonably warned about poor-quality material (spare part), informed that compliance with your instructions would reduce the quality of work, and at the same time you brushed aside, did not replace the part with another, did not eliminate the circumstances, hindering the performance of quality services.
The car service is obliged to inform you about the identified malfunctions that threaten road safety. If at the same time you do not agree to perform additional work to eliminate these deficiencies, then the service station must make a record of the presence of faults in the acceptance certificates (in all copies). These records must be certified by the responsible person of the workshop and by you.
At your request, the service station can make an estimate. Also, a car service may require an estimate... As soon as you confirm the estimate with your signature, it becomes part of the contract.
If the estimate does not indicate that it is approximate, then it is considered firm.
The service station has no right to demand an increase in the firm estimate, and you reduce it... The exceptions are cases when it was impossible to foresee its increase in advance: the rise in the cost of spare parts, the increase in the cost of work performed by third parties on the order of a car service. If in this case you refuse to increase the firm estimate, then the service station has the right to terminate the contract, but only in court.
The service station should warn you about a significant excess of the approximate estimateif additional work was required. If at the same time you have not given your consent to additional work, then the car service has the right to refuse to fulfill the contract and demand payment for the already rendered service, the work performed. If you have not been warned about exceeding the estimate, then they cannot demand payment in excess of the established amount.
Car service is obliged to comply with the terms of service.
After completing the work, you are required to issue certificates-invoices for the newly installed numbered units.
The auto service is obliged to give a report on the consumption of spare parts and materials that you paid for, and return the leftovers or reduce the price of the cost of the parts and materials remaining with it.
Also, you must return the replaced (faulty) parts.
If there is a disagreement between you and the car service about the quality of the work, then the examination is carried out initially at the expense of the car service. The expertise initiative can be either yours or the service station. At the same time, if it is established that there are no violations of the contract, the contractor has performed everything qualitatively in accordance with the terms of the contract, then the costs are borne by the party on whose initiative the examination was carried out. When she is appointed by agreement of the parties, the costs are equally divided.
STO is responsible for the quality of spare parts and materials that it provides.
What are you entitled to when repairing a car?
In addition to the fact that you have the right to demand the provision of quality services and compliance with deadlines, you have the right to other actions.
You have the right check the progress of work and their qualitywithout interfering with the activities of the performer. And the service station is obliged to provide you with the opportunity to be in the production premises.
You have the right terminate the contract at any timeby paying for the work performed before the termination, and reimbursing the costs. Just do not forget that if the work that you did not order was performed, the contract is not specified, you did not give your written consent to increase the estimate, then you are not obliged to pay for the arbitrariness of the car service.
You can get the car only after full payment for the work. You have the right not to pay for services provided without your consent.
Upon receipt of the machine, you must check whether everything is in place, check the technical condition of the machine, the scope of work and quality, check the operation of the units and assemblies that have been repaired.
If you find something inconsistent with the contract, replacement of parts, the absence of any parts or deficiencies in the work, then you must immediately and immediately notify the service station. All shortcomings must be specified in the transfer acceptance certificate. If you write that there are no complaints, then later you will not be able to prove that they actually were. I don’t like how it was painted, repaired, it works poorly - don’t write that there are no complaints.
When the deficiencies in the work were not immediately discovered and could not be discovered during normal acceptance, or when the contractor concealed the shortcomings in the work, then when they are discovered, it is necessary to inform the car service about this in a reasonable time in writing.
In the event of a complete or partial loss of your car, spare parts or materials, the car service is obliged to give you another car, spare parts or materials of similar quality free of charge, or to reimburse you the cost of the specified property in two times, as well as reimburse your expenses.
It is advisable to fill out many applications at the car. The best option is direct acceptance, which allows not only to solve the problem of identifying customer needs, but also to increase the amount of work for each vehicle.
Car acceptance rules:
Be professional. Do not accept the car according to the client. Always inspect the car yourself;
Carry out a professional inspection of the vehicle. Draw the client's attention to what must be done now, what can be done in the near future, what needs to be foreseen and warned;
Handle the customer's vehicle with care. If you need to move the seat, make a mark so that it can be returned to its original position;
When driving a car to a lift, you need to drive slowly, without sudden jerks and braking. Do not slam the door, do not turn on the equipment, cigarette lighter;
During repairs, cover the fenders, seats. Do not put spare parts, keys on the car;
After finishing work on the car, remove all traces of your intervention: wipe the stains on the hood, steering wheel, lock, door handles, the roof. Return everything to its original position. Collect spare parts removed from the car in a bag and put in the trunk;
When issuing the car, take the order, explain in detail to the client what has been done for each item of the order, which spare parts have been replaced, what should be foreseen or what should not be allowed after repair;
Check vehicle performance on the go. Let the client be convinced of the quality of the work performed.
Be sure to remind the client about the guarantees and the upcoming work. Tell him that you are always happy to help him.
After determining the scope of work, a qualified cost estimate can be made, most clients require this. The calculation is carried out accurately and in good faith, because customers who later have to pay more than they expected will in many cases be unhappy. Obtain the consent of the client before performing additional work.
In some cases, most often in connection with repairs after an accident, the client or the insurance agency requires a mandatory written determination of the cost - a preliminary invoice. It should contain a list of all work positions with working hours and service station revenue for services, including the use of necessary spare parts with an indication of the price. At the same time, one must be careful in cases where malfunctions can be accurately identified only after dismantling components and assemblies. In such cases, you should insure yourself by writing in the preliminary invoice, for example, the following wording: "The calculation of the costs of repairing the gearbox is not included in this preliminary invoice and can be carried out only after its removal and dismantling."
Valid names of forms and documents in a car service
To understand the purpose of the forms, the scheme of passage of documents, the following terminology is proposed:
Application - a document reflecting the proposed (declared) work by the client, it contains:
Minimum required data about the client and his car;
Types of work submitted;
Description of defects in the vehicle upon acceptance;
Estimated cost of work;
On back side - general provisionsoperating at the service station;
Warehouse requirement (internal document containing a list of spare parts and materials declared for the performance of the work specified in the application).
Pass-document-invitation for the client's independent passage to the production area.
Work order is a financial document that has legal force as a contract with a client for the performance of work and responsibility for them, the basis for settlement with the client.
Invoice (calculation) is a document sent to the client for prepayment for goods and services based on the preliminary calculation of the work order.
Invoice document for full or partial payment for the ordered spare parts and the claimed work.
Technological map - a document containing the procedure, a list of works on given view repairs, operations.
Diagnostic card - a document indicating the list of components to be checked, the results of checks and conclusions about the mode of operation of the vehicle (for example, operation is prohibited, it is permissible to move in compliance with precautionary measures to the main parking lot).
Client card with mandatory information:
1. For individuals: last name, first name, patronymic, date of birth, home address, contact phone number, identification number.
2. For organizations: name, legal address, contact phone number, last name, first name, patronymic of the person responsible for the car, data from the certificate of the VAT payer.
3. License plate of the car, car body number.
4. Date of last adjustment.
5. Last name and initials of the registrar of recent changes.
The vehicle card must contain the following information:
1. Number of the body and engine of the car.
2. Brand, color, vehicle equipment.
3. Date and conditions of car sale.
4. State number, date and place of registration of the vehicle.
5. Date of the first visit to the service station.
6. Date of last update.
7. Last name and initials of the registrar of recent changes.
The customer card file is used to ensure customer care. it
It makes it possible to work with clients individually: send letters and warn them about extremely profitable service events (information about the expansion of the services provided, anniversary, promotions) or about the most important dates (reminders of the timing of technical inspections established by the manufacturer, a reminder of the end of the warranty period ). Individual work with the client is especially beneficial during the period of minimal workload of the service station.
Depending on the type of work, the manager prepares the following documents:
|
Repairs |
Diagnostics |
TO |
Purchase or order 34 and materials |
|
Request |
Request |
Request |
Invoice |
|
Work order |
Work order |
Work order |
Invoice |
|
Warehouse requirement |
Diagnostic card |
Warehouse requirement |
|
|
Routing |
After agreeing with the client on the type and amount of work to be carried out by car, the customer service manager fills out an application in the presence of the client, which, as the most important document:
It is an agreed contract between the client and the company on the performance of work and comes into force after it is signed by the client (by this, the client agrees with the terms of service in force at the company, which must be listed on the information stand in the order table and duplicated in the document);
contains an unambiguous description of the proposed work for the site or mechanics;
Together with the demand for a warehouse, it serves as the basis for issuing a detailed and correct invoice to the customer.
Therefore, it is very important to fill out the application clearly. The application must be signed by the client and a representative of the service station (customer service manager). The request to the warehouse makes it possible to draw up a complete and visual list of all necessary spare parts and materials used in the execution of the application in order to issue an invoice and to periodically check the availability of spare parts and completing the warehouse.
To apply for a repair:
The availability and reservation of spare parts is determined;
The normalized time for this type of repair is determined;
The preliminary cost of the repair is determined;
It is agreed with the client: the cost of repair, the time of receiving the car
To apply for maintenance:
The mileage of the car is determined;
The standardized time for this type of maintenance is determined;
The preliminary cost of maintenance is determined;
The time of receiving the car is agreed with the client.
To apply for diagnostics:
The mileage of the car is determined;
The normalized time for this type of diagnosis is determined;
The preliminary cost of diagnostics is determined;
The cost of diagnostics is agreed with the client.
To apply for a warranty repair:
The mileage of the car is determined;
The date of the sale of the car is being specified;
The malfunction is described;
The type of work is determined;
The priority of execution is determined.
To complete an application, you need to obtain the following information: VIN-number of the car (without the VIN-number of the car, the application cannot be made); automobile model; other necessary information, the list of which is determined in each specific case in accordance with the instructions of the manufacturer and instructions in the technical documentation.
In the order table:
Preliminary applications and orders for car maintenance at the service station are accepted based on the information received from the client;
Closed (completed) orders are taken into account;
Coordinated with the master of the work for the coming days;
Clients are notified about the execution of orders.
At the checkout, settlements are carried out for completed work orders.
The procedure for sending and receiving vehicles and their component parts for repair.Overhaul of cars and their components is carried out at specialized repair enterprises, as a rule, by an impersonal method, which provides for a complete disassembly of the repair facility, defect detection, restoration or replacement of components, assembly, adjustment, testing.
Buses and cars sent to the Kyrgyz Republic if necessary overhaul body. Trucks are sent to the Kyrgyz Republic if it is necessary to overhaul the frame, cabin, as well as at least three other units in any combination.
The unit is sent to the Kyrgyz Republic if:
§ basic and main parts (Table 2.1) require repair with complete disassembly of the unit;
§ the performance of the unit cannot be restored or its restoration by carrying out maintenance economically impractical.
Cars and their components arriving for repair are called repair funds. Acceptance of the repair stock is carried out by a representative of the repair company, who checks its completeness and compliance with technical requirements.
Types of production.There are the following types of production: single, batch and mass. Single productioncharacterized by a small volume of production of identical products, which is typical for repair shops, where cars and units are repaired, as a rule, by an impersonal method.
Mass productioncharacterized by the manufacture or repair of products in periodic batches. Depending on the number of products in a batch or series and the value of the coefficient of fixing operations, small-, medium- and large-scale production are distinguished. Serial production is characterized by the use of universal equipment with special devices and tools.
Mass productioncharacterized by a large volume of production of products, continuously manufactured or repaired for a long time, during which one working operation is performed at most workplaces. The assignment of one technological operation to each workplace allows the use of conveyors, widespread use of special equipment, mechanization and automation of labor-intensive processes. Repairs are carried out on the basis of one-off production heavy vehicles and buses of different brands in auto repair shops, as well as repair and manufacture of trailers in factories and workshops.
Acceptance of vehicles and units for repair and storage.The customer hands over for repair cars and units that have exhausted the established resource, have reached the limit state and have emergency damage, which can be eliminated only at overhaul enterprises with the presence of an appropriate act; have reached the limit state, but have not worked out the established resource with the application of the corresponding act.
For trucks and their units installed the first and second completeness; for buses and passenger cars - only the first; power units (engine with gearbox and clutch) - first; diesels - the first; for carburetor engines - first and second. All other vehicle units have only one complete set.
A car of the first complete set is a car with all components, including spare wheel... Cars of the second complete set are handed over for repair without a platform, metal bodies and special equipment.
An engine of the first complete set is an engine assembled with all the components installed on it, including a clutch, compressor, fan, power steering pump, fuel equipment, cooling and lubrication system devices, an air cleaner, electrical equipment, etc. Is an engine complete with a clutch, but without other components installed on it.
Cars and units that have exhausted their resource, but have not reached the limiting state, are not subject to major repairs.
Diagnostics of the technical condition of the units is carried out at control and test benches. The result of the diagnosis is the conclusion about technical condition vehicles and assemblies indicating the location, type and cause of the defect.
When the car is accepted for repair, an acceptance certificate is drawn up in the prescribed form in triplicate. Assembly units handed over for repair separately must have a certificate confirming the need for overhaul, drawn up by the customer.
Engines and their assembly units are handed over to the Kyrgyz Republic in accordance with the requirements of GOSTs and technical conditions for repairs. The motors and their assemblies must be cleaned and washed externally, and the grease and water drained. All openings through which atmospheric precipitation and dust can penetrate into the internal cavities of engines and their assembly units must be closed with lids or plugs.
The acceptance process consists of the following stages: preliminary technical inspection and identification of completeness; external sink; final technical inspection. The cars and units accepted for repair are sent to the warehouse of the repair fund.
