Cars
Car servicing
Introduction
Our car servicing test found standards leave a bit to be desired.
We sent a dozen cars in for service to workshops in the Wellington area. Overall we weren't impressed.
Only two workshops rated "very good" - and even they didn't check everything properly. And some garages loaded up the bill with additives and exceptionally high charges.
Our test
Before we decided where to have them serviced, our cars were pre-checked by a consultant mechanic to see which items needed attention and what sort of service we would ask for.
Most of our cars had quite a few items needing attention, either immediately or in the near future.
Where we sent them
- 2 cars (which were late models) were sent to the local franchise dealers for Honda and Toyota.
- 5 cars were sent to franchises of national chains like AA Auto Service and Repair, Midas, and Pitstop.
- The remaining 7 were sent to independent workshops that we chose randomly from the Yellow Pages.
What we asked for
The franchise dealers were asked to do the next scheduled service.
The car that went to AA Auto Service had traveled 396,000 km and the owner wanted it to have a comprehensive service - so we asked for the $165 "Gold Service", which included a tune-up and checking the spark plugs and air filter. It also included changing the engine oil and oil filter (as all the other services did).
Four of the cars got a basic service: the $99.95 "Value" from Midas and the $129 "Economy" from Pit Stop.
Another two cars were booked in for a WOF check at the same time because they were due. One of these was also booked for a tune-up.
We asked for a pre-holiday check on one car to see if we got more attention to detail - and this seemed worthwhile as the brakes were thoroughly checked.
The remaining cars were booked in for a basic service and check. See Workshops compared for full details.
We sent in cars with drivers of both sexes to see if men and women got different treatment - but we found no evidence of that.
After the service, our consultant mechanic re-checked the cars to see what had been done and what hadn't.
What we found
You'd think checking the pressure of the spare tyre (and the other four) would be a high priority in any car service or safety check. Obviously not. What's more, too many of the workshops skimped on doing a thorough check underneath the car.
Some garages loaded up the bill with additives and exceptionally high charges for simple items. Since when did a sump-plug washer cost $5.50? We bought a genuine Ford sump washer for $2.50 - and even the Ford parts man thought that was a bit on the high side.
Tyres
Only 2 of our 12 workshops checked the spare-tyre pressure.
We sent all our test cars in with under-inflated spare tyres. Many of the 12 spares were dangerously under-inflated, especially the space-savers.
Space-savers need very high pressures (typically 60 psi) for safe operation. They should be pumped up to 5psi more than the recommended pressure, to allow for some leakage between checks. The worst of our three space-savers came back from the service with the same unsafe pressure it went in with - just 18psi.
The flattest of our standard spares came back with its pressure barely registering on our gauge - an unusable 2psi.
We don't think there's much excuse for not checking the spare tyre.
Three of our vehicles had a punctured tyre. We sent in all three with the punctured tyre noticeably lower in pressure than the rest. The three garages didn't spot these punctures, despite the obvious clue. Only one of these garages put any air in the tyres. (We didn't create the punctures - they already existed.)
The garages did give the tyres some attention - all were sprayed with tyre reviver! We'd rather get back a dirty tyre that didn't leak.
Fluids and filters
All garages changed the oil and oil filter and most checked fluid levels. But only Honda and AA Auto service checked the brake fluid for moisture. Had other garages done this, they would have found that more than half our cars needed new fluid - either now or in the near future.
Midas in Newtown didn't check the battery fluid and one cell was down. If Midas Newtown had checked the battery fluid, it'd also have noticed the battery clamp was loose.
Extras we didn't need
Three garages used additives that we don't think are needed. Creswick Service Centre added $75.95 worth of Wynn's fuel-system cleaner and engine flush. That sure pushed up the bill. This garage is also the one that charged $5.50 for a sump washer.
Rutherford and Bond Toyota used $22.50 worth of fuel-system cleaner on a relatively new car. Its service included a complimentary wash and vacuum, which was a nice touch. But at a total cost $420.78 for the service, the owner reckons it was a very expensive car wash.
Midas in Thorndon hit us with the sell-up treatment. Would we like Wynn's Friction Proofing? $20? Our drivers had been instructed to agree to sell-ups, so this offer was accepted: we wanted to see the cost itemised on the bill.
Our view
Of the workshops we checked, we think Honda Cars, and AA Auto Service and Repair showed the best attention to detail.
Although Honda Cars' hourly rate is very high, a lot of work was done - this included changing the hydraulic-clutch fluid. AA Auto Service and Repair did the most comprehensive check, but decided the air filter was not due to be changed - we thought it was definitely due.
Honda Cars and AA Auto Service and Repair have workshops in most main centres, although we could only find one AA workshop in the Wellington area.
PitStop had the most comprehensive checklist - it closely matches ours (see Service tips) - but its two workshops missed a few faults.
The two Midas outlets we checked were quite different: one gave us a comprehensive underbody checklist, while the other seemed to do little more than change the oil and check the easy-to-see fluid levels. Midas told us the Value service we chose does not usually include an underbody check.
Workshops compared
Guide to the table
- Workshop is listed in alphabetical order. Includes location when more than one workshop in Wellington was trading under the same name. AA Auto Service and Repair in Wellington is operated by CKM Auto Repairs.
- Cost is that of the basic service.
A We chose the "Gold" service ($165) from AA Auto Service and Repair. The "Bronze" service (from $99) is its basic service.
B The cost of the oil change and service check is calculated from the items listed on the invoice. Where the service time was not stated, one hour has been allowed for labour.
Service tips
This is our minimum for a basic service that'd usually be due every 6 months (or every 10,000 km on older cars):
1. Change engine oil and filter.
2. Check:
- all fluid levels
- condition of hoses and visible drive belts
- brake pads - visual check for signs of wear
- suspension, drive-shafts and steering condition
- exhaust system condition
- tyre condition and pressures - especially the spare
- operation of all lights, the horn and wipers
- brakes and hand-brake operation (in a test drive).
Our consultant mechanic says all this can be done comfortably in around an hour on the common model Japanese cars we used in the test.
Semi-transparent reservoirs for brake fluid, clutch fluid, radiator coolant, and power-steering fluid make checking their levels easy and fast. The front brake pads were visible on all but one of our test cars without removing the wheels.
Tips for getting a good service
Our tests show it's not easy to find a really good garage - but these tips should help.
- Make it clear what you expect from a service. Use the maintenance section in the car handbook to draw up a list of what needs to be done - then give the list to the workshop. Or use our list above. If you don't have a handbook, MTA garages have vehicle service books - complimentary with a service.
- Stick with your usual garage if it seems to be doing a good job.
- Check how thorough the servicing is. Try having the spare-tyre pressure a bit on the low side before the car goes in, and checking it again afterwards. Or you can leave the windscreen-washer reservoir low, so there's at least one fluid the garage has to top up. Or maybe look to see how dirty the air filter is - then check if it's been replaced if you request a tune-up.
- You have some doubts about the quality of the work? Discuss them with the workshop manager.
- You think you've been ripped off? The Motor Trade Association (MTA) has a disputes resolution services for members' customers. Not all garages are members, though.
Report by Hamish Wilson