Numerous fly-on-the-wall TV programmes and special investigations by the motoring consumer press have cast a dark shadow over the industry, which makes motorists more cynical and wary every time they take their car in for a service.
The solution could lie with standards: measuring how a workshop operates, how it deals with customers, how it carries out work on a car, what procedures it has if a customer complains and how complaints might be dealt with.
Currently the industry is enjoying a standards fever, brought about in part by the National Consumer Council's threatened supercomplaint to the government. BSI has its PAS 80, while the motor industry, operating under the unified banner of the Retail Motor Industry Strategy Group, is also working towards its own standard.
Combining trade associations from all sectors of the motor industry, the RMISG is looking to develop a service and repair code that meets the Office of Fair Trading's code.
“We're currently at Stage One and hope to be ready by the end of the year, after which it goes to members of the group for approval. The National Consumer Council is comfortable with it so far,” an SMMT spokesman said.
The approval process will not happen overnight and the BSI has already stolen a march with its Kitemark for Garage Services PAS 80 standard. However, the RMISG sees faults in the BSI scheme.
“It's very good and we support it but it's too expensive for many dealerships and independent workshops. The market has struggled to come to terms with the cost – it needs to be more reasonable. The RMISG is looking at around £100 per year,” the SMMT spokesman said.
Automotive Distribution federation chief executive Brian Spratt believes a standard is needed to improve all levels of the servicing chain.
“We're very supportive of garages wanting to improve their standards. At first I thought PAS 80 was a useful way of doing that but despite our support it wasn't launched in the best possible way,” said Spratt.
“BSI doesn't seem to be very market savvy. Nevertheless I think it's a good idea if it stops garages being seen as pariahs and being hammered by the National Consumer Council.”
So where is the BSI standard at the moment? With the motor industry looking to finalise its own, is there room for two major standards? And would two standards confuse motorists?
Around 500 garages are said to have approached BSI for more information. BSI has also claimed that 66 per cent of the adult population “believe that garages should adopt the Kitemark for Garage Services scheme”.

Key areas of business
According to the BSI its Kitemark scheme covers all the key areas of a garage's business and has been designed to improve the delivery and consistency of customer service, “resulting in greater customer loyalty and increased profitability for
a garage.”
BSI Kitemark Services general manager Ian Harper said that while initial take-up was slow, it has gathered pace: “In the past six months we've seen more than double the licensees we saw in the first 12 months. The dynamics change so that as more businesses get it it becomes negative not to have the Kitemark,” Harper said.
He also believes that while a Kitemark boosts business and improves a company's image, it also empowers staff, meaning they're not afraid to turn their hands to other aspects of the business other than their
main job.
But that's not all. Harper said he's heard of some licensees picking up warranty work under block exemption changes.
“It dissolves any potential for the carmaker to question that workshop's service,” said Harper.
Meanwhile PAS 80 could be signing up two vehicle manufacturers in the near future. Harper would not reveal which brands they were, other than
one being in the volume sector and one being a luxury marque.
Harper also said it was perfectly feasible for franchised dealers to sign up to both the BSI Kitemark and the industry's yet-to-be-launched standard.
“However, BSI is impartial rather than being trade-linked. The public sees the Kitemark as a third party, separate from trade associations, and in the public's eyes it stands head and shoulders above other standards. We believe our standard stands on its own integrity,” said Harper.

Bosch scheme
But while the industry and BSI are concentrating on their standards, Bosch has been operating a scheme since the 1950s. “We have always had close relationships with workshops, and we are mindful of the standards they should work to,” said Bosch technical services manager Howard Price.
Realising that an independent accreditation could benefit Bosch centres, Price moved the programme along.
“In 2004 I realised there was no difference in the relationship Bosh had had with workshops in the previous 50 years and I thought the best thing was a form of independent accreditation. I looked at various opportunities and realised the Office of Fair Trading's Consumer Code Approval Scheme best fitted Bosch's requirements,” said Price.
Developing the standard during 2005, early 2006 saw the Bosch standard reach Stage One of the OFT Code.
Price said: “I then hope that once we've reached Stage Two, members can meet OFT approval.”
He welcomed the fact the OFT appears to be moving away from its London-centric views to become a more across-the-country consumer-facing organisation and he has also welcomed the standard being put together by the motor industry.
“We accept any measures that increase industry standards,”
he said.

Choice or confusion?
The acceptance of raising standards has to be good for the industry and the motorist. For too long franchised dealer workshops and independent garages have all been cast as first-rate rip-off merchants.
But it is fair to say that with several standards in place, or being put in place, the industry is attempting to demonstrate, in an open manner, its trustworthiness.
The problem for motorists is if several standards are in place across a variety of businesses, which one is the right one?

The workshop's view
Paul Chance, managing director of Redditch-based Abacus Auto Services, said he approached the Kitemark for Garage Services with scepticism. Abacus was established in 1995 and offers servicing, repairs and
MoT testing.
“I thought it would be like the RMIF's QC scheme, which didn't enhance a business' reputation outside RMIF members. I looked into the Kitemark for Garage Services and realised that once you took away the customer-facing side it improved how the business operates, making us more efficient,”
said Chance.
But has it helped bring more customers to Abacus? “People recognise the Kitemark, and while there's been a lot of work to achieve it once it's in place there is a set of practices that sees everyone taking responsibility. Before the Kitemark, I ran the business and if I was taken away, it wouldn't run smoothly. Now, with fundamental business management systems in place, everyone in the business is aware of their responsibilities. This leaves me free to focus more on growing the business.”