What to do when a repair goes wrong
Your rights under the Consumer Guarantees Act, and the steps to take, in plain English.
The short answerUnder the Consumer Guarantees Act, repairs must be done with reasonable care and skill, be fit for purpose, and be finished in a reasonable time. If they aren't, tell the shop first and give them a fair chance to put it right. If they won't, you may be able to get it fixed elsewhere and claim the cost, or take it to the Disputes Tribunal.
Step 1: Tell the shop, in writing
Say what's wrong, when you noticed it, and what you'd like done. Keep your invoice and any photos. Most problems end here.
Step 2: Give them a reasonable chance
The law expects the shop to have a chance to fix it. If they fix it properly, that's the remedy.
Step 3: If they won't or can't
You may be able to have another workshop fix it and claim the reasonable cost back. Get a written report from the second shop.
Step 4: Get help
- Booked through AutoPlace? Use Raise a concern in AutoPlace Garage. We review the job record, the written quote and the approvals, and take it up with the shop.
- If the shop is an MTA member, MTA offers free mediation.
- The Disputes Tribunal handles claims without lawyers.
Questions drivers ask
Did I agree to extra work if I said 'just fix it' on the phone?
It's harder to prove what was agreed. That's why AutoPlace shops send extra work for your approval in writing before doing it.
Checked by AutoPlace editorial team. General information, not legal advice. Updated 28 September 2026.