Don’t allow any work without getting quote

IF you don’t ask a service provider to give you a “quote” before they repair your watch or change your locks, can they charge you whatever they like? No, they can’t.

The Consumer Protection Act (CPA) requires service providers to supply a quote for their work before going ahead. Here’s how that is worded: “A service provider must not charge a consumer for the supply of any goods or services unless (they) have given the consumer an estimate … and the consumer has:

● authorised the work; or

● declined the offer of an estimate, and authorised the work; or

● pre-authorised any charges up to a specified maximum, and the amount charged does not exceed that maximum.”

But many consumers who don’t think to ask for an upfront quote get presented with an outrageous bill afterwards, followed by a demand for immediate payment.

That’s just what happened to Shianne de Lange of Lonehill, Johannesburg last month.

She came home from work one evening to find that she couldn’t open her front door – the lock was jammed.

So she Googled “locksmith, Lonehill” and phoned the first company which came up.

A locksmith duly arrived at De Lange’s house, replaced the handle within 10 minutes and then informed her that R3,485 had to be paid either by cash, on the spot, or EFT via a banking app – no credit cards accepted.

“I don’t bank via an app and I certainly didn’t have that amount of cash lying around, but he would not leave until I paid him, so my neighbour paid,” she said.

“I felt very intimidated.” Understandably so – do you really want to antagonise someone who has the means to enter your home at will?

When De Lange tried to raise her concerns with the owner, a “Christian”, whose cellphone number is printed on the invoice in the name of “Mobile Locksmith, 24/7”, put the phone down on her.

That massive bill was broken down thus: R1,295 for the callout fee, another R1,295 for labour (all 10 minutes of it), and R895 for the lock and keys.

The Locksmith Association of South Africa (LASA) has since told her that that particular company is well-known for its unscrupulous tactics.

And they know this because many of those who have been caught call the association after the fact.

So what should Shianne have paid in total for that after-hours locksmith service? No more than R1,000, according to LASA’s Gauteng chairperson, Alan Jurrius.

When you need a service provider in a hurry, doing the Google thing and going with the first “company” which comes up often does not end well.

I’ve heard many tales of woe from people who’ve had similar experiences when needing a plumber in an emergency.

Legally, locksmiths have to be registered with the Private Security Industry Regulatory Authortity (PSIRA) as they render a security service.

“Consumers should request that the locksmith produce a proof of current registration with PSIRA,” PSIRA told In Your Corner.

“They can check on the PSIRA website – www.psira.co.za."

So that’s a good start. And Jurrius advised consumers to avoid locksmiths which do not provide an address and don’t operate from established business premises.

It may be a good idea to locate such a business in your area, check to see if they are PSIRA registered and then save their details in your phone.

When I attempted to engage with “Christian” about De Lange’s experience, he said: “We don’t do quotes in advance because people take them and claim from their insurance” and when I pressed him further he said: “I don’t need to talk to you” and ended the call.

De Lange admitted that she didn’t think to ask for a quote when she made that call to the locksmith.

“I knew there would be an after-hours call out fee but what I was charged left me in a state of shock,” she said.

“I know that I will not get the money back due to my stupidity, but it is the principle.”

Always, always ask for a quote before giving someone the goahead to supply goods or a service, or repair your goods.

Incidentally, they can’t charge you to prepare a quote or for any diagnostic work needed to prepare it, unless they disclose that upfront and you agree to pay it.

Nor can they demand that you pay them anything more than the amount on the quote.

Going with the first ‘company’ which comes up often does not end well