UPDATE (25/03/2026 at 8:37pm): Following the publication of this article, Garage Matters put our questions directly to Carly to challenge their £110 pricing methodology and their claims of ‘unnecessary’ upselling. Carly has since responded to our investigation, clarifying that £110 is merely the bottom of a range that does include diagnostic labour time, and confirming the test vehicles had perfectly healthy brakes prior to the mystery shop. Reads our exclusive follow-up report here: Carly backtracks on £110 “rip-off repair” myth.
It took less than a couple of hours. A press release lands claiming garages are overcharging motorists by up to five times for simple repairs, and instantly, outlets like This Is Money and MSN run with it.
Consumer diagnostic specialist, Carly recently conducted a nationwide “mystery shop” across 10 UK garages, revealing stark pricing disparities for a standard vehicle repair.
Using a SEAT Ibiza with a known oxygen sensor fault, estimated by Carly to cost a standard £110, the investigation found repair quotes swinging wildly up to £672, with four out of ten workshops recommending additional, unrelated work that could have added between £400 and £950 to the final bill.
The headlines write themselves: “Undercover investigation exposes shocking overcharging.”
For the hardworking independent garage owners and technicians across the UK, this narrative is exhausting.
Across the UK, a new generation of independent garage owners is emerging: forward-thinking business leaders who are embracing new technology. Yet, the mainstream press consistently defaults to the tired, completely unfair stereotype of the “rip-off mechanic” the second a consumer survey is published.
It is time to set the record straight.
Deconstructing the latest “mystery shop”
Because the quotes varied from their “expected standard” of £110 up to £672, the immediate conclusion broadcast to the public is deceit.
But anyone who has actually spun a spanner knows the reality of vehicle repair is far more complex than a smartphone app suggests.
The flawed argument
– Code reading vs. actual diagnostics: A £40 OBD dongle gives you a fault code; a professional technician gives you a cure. Testing wiring, checking the ECU, and ensuring the sensor is the cause of the fault, and not just a symptom of a wider issue, takes highly skilled labour and time.
– Parts quality: The £110 “standard” price strongly implies the use of budget aftermarket parts. Reputable garages and main dealers often quote for Original Equipment Manufacturer (OEM) parts. These carry a premium, but they guarantee fitment and protect the customer with a robust, long-term warranty.
– The cost of doing business: Modern garages invest heavily in new skills and equipment to safely service modern, technology-laden vehicles.
– Upselling myth and duty of care: Perhaps the most damaging part of the report is its criticism of garages for recommending “unnecessary” additional work, such as brake replacements or spark plugs.
Let’s call this what it actually is: professional duty of care.
If a technician has a car on the ramp for a sensor replacement and spots dangerously thin brake pads or a leaking shock absorber, it is their professional and moral obligation to inform the customer.
Framing a standard Vehicle Health Check as a predatory “upsell” is incredibly irresponsible.
It discourages preventative maintenance, sows unwarranted distrust, and ultimately puts drivers at risk on the road.
Pushing back against the narrative
The best defense against this media sensationalism is radical transparency. You cannot control what the mainstream press publishes, but you can entirely control the narrative at your service desk.
– Show, don’t just tell: Use video VHCs. When a customer can literally see the frayed wire or the worn brake pad on their smartphone, the “unnecessary upsell” argument completely falls apart.
– Explain the value: Train your front-of-house staff to confidently explain the difference between a cheap code read and a rigorous diagnostic process.
– Be proud of your pricing: Do not apologise for charging a rate that allows you to pay your technicians fairly, maintain your cutting-edge equipment, and keep your doors open.
The aftermarket is changing fast, and independent garages sit at the heart of the UK automotive aftermarket ecosystem.
You are the professionals keeping the country moving safely. Do not let a sensationalised press release tell your customers otherwise.
Is the mainstream media ever going to drop the “rip-off mechanic” stereotype, or is it entirely up to us to educate the customer? Drop your thoughts and experiences in the comments below.
2 comments
No two garages are set up the same. Some will quote to diagnose the fault properly before fitting anything, others will go straight to the most likely fix. Some include warranties and quality parts, others don’t. That’s not “overcharging” that’s different business models and levels of risk.
Also, mystery shops never show what happens after the job. Did the cheap repair actually fix the issue long term? Was there any comeback? That’s where the real value is
Customers aren’t stupid either most people aren’t just chasing the lowest price anymore, they want trust, clarity, and a job done right. The garages that communicate well and stand by their work tend to be the ones that last.
Completely! Comparing a £110 quote with a £300 quote isn’t automatically a case of overcharging, it is usually an apples to oranges comparison between different business models. As you say, a snapshot of an initial quote tells us nothing about whether the cheapest option actually cured the fault first time, or if it resulted in a costly comeback a month later. Thanks for taking the time to share such a great perspective!