Unless we manage to fix everything ourselves, we will need to engage professionals to do specific jobs for us.
If, for instance, our car breaks down, we will need to take it to a mechanic; if we are building or renovating a house, we will need to engage someone to do the tiling, plastering, plumbing and electrical work.
When we need such services, we need to ensure we have a written agreement, especially in terms of how much the work will cost us. Should we get an estimate or a quote? What is the difference?
An estimate is the amount the seller thinks the job will cost. Hence, it is not the precise amount of money we are going to spend, but an approximate idea. We should ask for an estimate while still shopping around and making up our minds about what we really want.
On the other hand, a quote is an offer to carry out a job for an exact price. Once a quote is agreed upon and accepted by both parties, then the seller cannot charge us more than the agreed price. Ideally, when such an agreement is reached, it is best for everyone, especially consumers, to get the quote in writing. Besides the amount to be paid, a quote should also include: particulars of trader/ business; address; telephone numbers; a description of the work to be done by the trader; the dates when the job will start and finish; a breakdown of the price; and whether the price is inclusive of VAT and other taxes or charges.
Costs vary over time; hence the quotation will probably have an expiry date, before which we will be asked to accept and confirm the quote; otherwise, the quoted price will no longer be guaranteed.
Furthermore, we should be aware that preparing a quotation takes time, so the seller might charge us a fee for it. We should always ask about such charges before requesting a quote.
Ideally, we should request at least three different quotations before deciding who will do the job. When comparing quotes, we should not only look at the total price but should also compare quality standards and reputation.
Preparing a quote takes time, so the seller might charge us a fee for it
Hearing the opinion of someone who engaged a particular trader to do a job, asking whether they were satisfied with the job done and whether they encountered specific problems could help us to make a better and more informed buying decision.
When a seller gives us an estimate instead of a fixed quote – because it’s a repair and one cannot precisely calculate the amount of work involved – it is important we have an agreement whereby the seller will contact us if the final price will be higher. Then we can choose to stop the work before it gets too expensive.
We may find ourselves in a situation where the quoted price does not match the bill. What should we do? An accepted quote is basically a contract between consumer and seller. Therefore, we can refuse to pay more than the quoted amount.
If the job requires extra work, the seller should contact us and get our permission to carry it out. It is then up to us to decide whether or not to accept.
Before accepting, we should ask how much the extra work will cost us. We may also contact other sellers in the industry to find out if the price quoted for the extra work is fair.
Other possible problems are that the seller might not complete the job or the job done is not to our satisfaction. When this happens, we should first try and sort out the problem with the trader.
It is also important that we complain immediately. We should not try to repair what went wrong or give it to someone else to repair it. If the problem can be repaired, we should give the trader a chance to fix it at no extra cost.
Should the trader refuse to meet our request for redress, we can then lodge a complaint with the Office for Consumer Affairs at the Malta Competition and Consumer Affairs Authority to mediate and try to reach an amicable settlement.
odette.vella@mccaa.org.mt
Odette Vella is senior information officer, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.