Services: estimates and quotations

To avoid unpleasant surprises when faced with a bill for a specific job done or service rendered, it is advisable to ask for an estimate, or if possible, a detailed quotation, before giving the final go-ahead. Furthermore, the estimated cost or quotation should be given in writing.

Ideally, we should not get only one quote before deciding who will do the job, but shop around and request at least three quotations. When doing so, we should keep in mind that some companies charge for giving quotations; there is nothing illegal about this.

However, it would be wise to ask beforehand whether we will be charged or not for a quotation, and if so, how much it will cost.

When comparing quotes, we should not only look at the total price but also compare quality standards and reputation. Past experiences of people who made use of a particular service, whether these were satisfied or not, and also asking them whether they encountered specific problems, can undoubtedly help us make a more informed decision.

Even when we decide who will do the job, if the estimated cost is not final because, especially in case of repairs, one never knows exactly what needs to be done, it is important to insist with the company or person rendering the service that if the estimate is much less than the actual cost of repair, our permission should be sought before carrying out the work.

It is also in our best interest not only to agree on the price in writing, but also to agree on anything else with the supplier of the service.

When possible, we should ask for a detailed description of the works or repair that will be carried out, when they will be carried out and how the payment will be effected. To avoid non-delivery or late delivery of services, it is advisable to know exactly when the service is to be rendered.

Services do not usually carry with them guarantees, but there is nothing that stops us from asking for one when, for instance, a mechanic repairs our car, or a technician repairs our faulty fridge. If the trader agrees to supply us with such a guarantee, this should be given in writing, and even though given voluntarily, it is legally binding.

Should the service turn out to be unsatisfactory, such as repairs that are not carried out properly or materials used were not of good quality, or the service was not carried out within the agreed timeframe, we should complain immediately and request a remedy or compensation.

A delay in complaining can be interpreted that we have accepted the service, even though it is faulty. It is also important not to attempt to repair what went wrong or give it to someone else to repair it. In case of shoddy work, it is advisable to keep evidence of any damages by, for instance, taking photographs.

When the service rendered involves home repairs and building work in general, it is always better to avoid problems at the end of the job, and hence we should monitor the job closely as it progresses and raise any concerns immediately.

Should the trader refuse to meet our request for compensation, we can lodge a complaint with the Consumer and Competition Department for mediation and amicable settlement.

customer@timesofmalta.com

odette.vella@gov.mt

Ms Vella is senior information officer, Consumer and Competition Department.