If a car repair shop gives you a written estimate, do they have to stick to it?

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mommy_923

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Ok so about 2 months ago we discovered our van needed a new power steering rack and pump. We got an estimate for $1600+ so we decided to get second opinion. We found a place who told us $850 for the rack (installed) and $200 for the pump (installed). They said replacing the rack was a must, but we could hold off on the pump and it could last anywhere from 3 weeks to 3 months. So we went ahead with the steering rack only. About 3 weeks or so later it started making the same humming noise so we took it back in to find out the rack was leaking again. They replaced the rack, AGAIN, free of charge and said it must have been a bad rack/manufacturer defect. About two weeks or so ago the noise started up again. I took it back to the shop last week. They said it was leaking again, but this time from the front, not the back so they would have to replace the pump as well. So we took it in yesterday. My husband picked it up this morning only to find they wanted $377.00 for the repairs. Also on the way home we realized that it is still making the same noise as before. My question is though, if we have a written estimate from them stating that the "power steering pump -- installed" would be $200.00, should that not be what they charge us for the repairs? They really had no explanation for the extra $177 and there was nothing extra done to the vehicle. I don't know very much about legal issues, but is there anything we can do?
 
An estimate is a legally binding document, a form of contract. It may vary from state to state. Check out your state's webpage (statename.gov, or statetwoinitials.gov) to see if there's a consumer affairs dept. for auto repair.

First, you might call the repair place and give them a fair chance to explain the extra charges.
 
Keyword is "estimate". It also helps to never assume anything and always review the ticket before you say yes to anything.
 
It is different in every state, I know in MN you have to be within 10% of the estimate......BUT things come up while working on cars and additional parts are sometimes needed, the shop should have called you and gotten any additional charges OK'ed from you. I would just take it back and tell them its still making noise and have them explain the additional charges. $177 is a big difference. Good luck
 
Consumer affairs is a good place to start, but if you want to get their attention, contact the Bureau of Automotive Repair. There job is to defend the abused customer and to also defend the good businesses. Explain to them as you have here and let them perform their duties, they will start an investigation and they have the power to fine the business if it is warranted and to even close them down if it is warranted. I've been doing this for over 40 years and I believe that this Bureau is very fair in its decisions. I would say that you are justified in filing a complaint.
 
If they give you an estimate they cannot charge you more unless there is something else wrong and in which cause they must call before doing any other work.
 
http://www.bbb.com

If you feel you have been unjustly charged, file a report with the Better Business Bureau.

If they only replaced the rack without flushing or replacing the pump and the lines, then they voided the warranty in the first place. Impurities in the fluid most likely caused the second leak, and now they are in your new rack and your new pump.
 
An estimate is a rough calculation, a statement of the approximate cost of work which is based on good faith judgement and a best case scenario barring any unexpected complications, complications which can and most often does change the estimated cost. You must understand that an estimated cost is not an iron clad "agreed upon" price. What if the situation was reversed, a situation where the stated estimate exceeded the actual cost of repair, would you complain and insist on paying the stated estimate? I think not. I am surprised though that the service manager of that shop did not phone you for approval the moment he discovered that the actual cost of the repair was going to be so much higher than the stated estimate, especially since the actual cost in this case is nearly 85% higher than the stated estimate. Most reputable shops will phone the customer for approval if they discover that the actual cost of the repair is going to exceed 25% of the stated estimate, although there are a great many shops which will not phone the customer for approval if the customer did not ask for approval and ask for that to be noted on the work order. If you did ask for approval and that is noted on the work order then you may have a legitimate basis to seek a legal remedy. Otherwise I think it is wise to just pay the repair bill rather than risk a mechanics lien.
 
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