While the prices of products offered for sale are displayed for everyone to see, when it comes to the purchase of services, consumers cannot always have access to a price list with a description of the services available and their price.
When consumers need to do some works or repairs, very often the price of the service required needs to be estimated and quoted by the service provider. Quite often consumers make the mistake of asking for a price verbally and do not ask to have it confirmed in writing.
To avoid unpleasant surprises, it is important that before confirming a service, consumers are provided with a detailed quotation that includes a description of the service agreed and the price.
Ideally, consumers gather more than one quotation and compare prices before committing to conclude the purchase. When requesting quotations consumers should bear in mind that there are companies that charge a fee for issuing a quotation. Such fees are not illegal as long as consumers are properly informed about the charges before the quotation is issued.
Consumers should also compare quality of service
Since costs vary over time, some quotations are tied to an expiry date. It is the consumers’ responsibility to make sure that they confirm a quotation before it expires. Once a quotation expires there is the possibility that the price increases.
Sometimes, instead of a quotation, consumers are given an estimate of the costs involved. An estimate usually gives consumers an approximate idea of the cost of the service and not the precise amount. In such cases, it is important that before confirming an order consumers request a detailed and final quotation.
If such a quotation is not provided because say, the service concerns a repair and the trader cannot precisely calculate the total cost of the repair, it is important that consumers clearly inform the trader to contact them if the costs will turn out to be higher than the estimate. Such an agreement would give consumers the possibility to stop the work before it gets too expensive.
To make an informed decision, besides comparing prices, consumers should also compare quality of service and the service provider’s reputation. Consumers should look for reviews of other consumers who have purchased the type of service they need and see if they were satisfied or not.
Once a quotation is confirmed by both parties, the sale is considered legally binding and the price quoted cannot be changed. Even the terms and conditions agreed, such as the agreed date when the service will be delivered, cannot be altered. Hence, consumers should ensure that the quotation includes the name, address and telephone number of the person or company providing the service, a description of the service agreed on and the date or time frame when the service will be provided.
Should consumers find themselves in a situation where the amount billed does not match the price quoted, consumers may insist on only paying the agreed price.
Once the service is provided and paid for, consumers must make sure that they are given a receipt and a description of the work done. This is necessary just in case the service turns out to be unsatisfactory and consumers need proof that the service provided was not as agreed.
In such situations consumers also have the responsibility to complain immediately. Should the trader refuse to provide an adequate remedy, then consumers may lodge a complaint with the Office for Consumer Affairs.
Odette Vella is director, Information, Education and Research Directorate, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.