Two visits, over €200 paid, and the problem still wasn't fixed
I visited this garage twice in the same week because my engine warning light kept coming on. On both occasions, I paid for diagnosis and labour, expecting a professional mechanic to identify and resolve the underlying problem. Unfortunately, the warning light returned within two days after the first visit and the very next day after the second.
Before visiting this garage, my dad used a simple diagnostic device to read the car's error codes. He identified a dirty sensor, cleaned it and cleared the errors. The warning light disappeared but returned two days later. He then tried replacing the sensor, but the warning light came back again. He admitted he could not identify the underlying problem, change the sensor back to the original (so I could return the new one) and advised me to visit a professional mechanic.
This is an important distinction: clearing error codes with a diagnostic device does not repair a car. If the underlying problem remains, the warning light will return. This happened repeatedly before and after my visits.
During my first visit, I was told the problem was related to a sensor. I assumed the car had finally been fixed, but the warning light returned just two days later.
I returned for a second visit. I genuinely appreciated that the garage accommodated me at short notice, as I needed to drive to Poland that day. The mechanic said there were different errors this time and that he hoped the problem was fixed. However, he also warned me that if the engine warning light came back on, they might have to investigate inside the engine, which would be difficult and probably expensive. I left hoping the issue had finally been resolved, but the warning light came back the very next day. That made very very worried as I thought it would cost me a lot!
Once in Poland, I visited another mechanic. Surprisingly, he resolved the problem in less than 20 minutes by cleaning another sensor, saying it appeared not to have been cleaned before (I am not surprised my dad thought it was a different sensor, I am VERY surprised a professional mechanic in the Netherlands couldn't find the real issue either!). It has now been two months, and the warning light has not returned. The car has been running perfectly ever since, did my APK without issues few days ago.
My previous reviews and the garage's responses are still available on Trustpilot for anyone who wants to read the full exchange. In their response, the garage explained that they had read the error codes and cleared them on both visits. They also emphasised that my dad had changed or reinstalled a sensor (not relevant at all as it happened BEFORE I came to them), that they had accommodated me at short notice (thank you for that), and that they had spent more than 1.5 hours on the second visit but charged for only one hour (first visit was half an hour, but also charged for an hour though).
These explanations do not address my main concern: what work was actually carried out, and why was the problem not resolved after two paid visits? Clearing errors is not the same as fixing the underlying fault (it takes a small device and a phone to do so without even opening the car's hood). I also want to clarify that my dad had already acknowledged his limitations and advised me to seek professional help.
I appreciate that the staff were friendly and accommodating. I have acknowledged this repeatedly. But good customer service does not replace competent diagnosis and effective repairs. I went to a professional garage because I needed my car fixed, not simply the warning light temporarily cleared.
I contacted the garage requesting an explanation and a refund, which I believe would be a fair resolution. Instead of addressing why the problem remained unresolved after two paid visits, they focused on how generous they were to charge me for only one hour rather than 1.5 hours, and on the fact that my dad had worked on the car before my first visit. I fail to see how my dad's involvement is relevant. I only mentioned him because we were curious about what had gone wrong, and he had already admitted that he couldn't identify the problem and advised me to seek professional help. Rather than addressing my legitimate concerns as a paying customer, the garage seems more interested in defending itself than taking responsibility for the outcome.
I believe a full refund would be reasonable under these circumstances. I paid over €200, the problem remained unresolved after two visits, and another mechanic fixed it in less than 20 minutes (which I also had to pay for).
Based on my experience, I would not recommend this garage unless you are happy to be told how grateful you should be that they saw you quickly, even though they failed to fix the problem.
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