Customer Rights

We decided to create this page to educate consumers that don’t know what their rights are and the laws that protect them. We feel it’s important to know these rights so that you, the customer, can always be sure you’re receiving the quality of service you’re entitled to.

Let’s start with estimates – these are some of the things to look for:

• Description of work or repairs
• Parts to be installed (whether new or used)
• Price of the parts
• Number of hours to be billed, the hourly rate, and the total cost of labour
• The total amount to be billed
• The date the bike is given (30 day period)

Extra Fees

• A repair shop cannot charge a fee unless customer is notified.
• If a estimate is given for 1 hour and it takes 3 hours to find the problem, you the customer cannot be charged for the extra time.
• A repair shop cannot charge a fee for an estimate if the repairs are authorized and carried out.
• Repair shops can charge an extra fee if the machine is apart and they can’t get a hold of the customer (known as  unreasonable delay)

Authorization Is Required

>> A repair facility needs authorization from the customer to charge for repairs.

>> The repair facility cannot charge more than 10% over the original estimate (very important).

Disclosure

The repair facility should:

• Post signs clearly and visibly
• Always make written estimates available

Charges for Estimates

• Cost for computing labour charges including hourly rate
• If there is any commission to the repair tech, it must be posted on a sign (this means flat rate)

Finally, all shops are required to post the telephone number of the Ministry of Consumer and Business Services where complaints may be directed.

NOTE: All of these rights have been re-worded for simplicity – see the Consumer Protection Act, 2002 for the full details. Know your rights.