Practical tips to avoid being ripped off by professional repairers

Some convenience stores may overcharge for services or offer you unnecessary work, especially during emergency response. In view of the still large number of complaints received and infringements detected, the Directorate-General for Competition, Consumer Affairs and Fraud Prevention (DGCCRF) has indicated several precautions to be taken in order to avoid any inconvenience.

So, before going to a convenience store:

• take the time to compete with multiple professionals (ideally, at least three). Compare the rates of each and do not hesitate to ask for details on the price of the interventions (day and night rates);
• be wary of home troubleshooting flyers distributed in your mailbox. Likewise, beware of online advertisements touting the quick interventions of certain professionals;
• instead, to avoid calling a professional you don’t know in an emergency, make a list of trusted craftsmen to contact through neighbors, relatives or trade federations. You can also ask your condominium union or your insurer for details of craftsmen; they can have agreements with certain professionals;
• require a quote before any work. Every home help desk professional is required to quote from the first euro. The quote only commits the customer from the moment he has expressed his will to have the work done, by a signature at the bottom of the document with the mention “good for work”. If you do not have a quote, do not agree to troubleshoot. Also, do not sign any quotation that seems excessive.

What do you need to do while the job is being performed?

Once you have chosen a convenience store:

• take the time to consider whether the professional offers you services, which do not seem urgent, in addition to those initially planned;
• do not accept repairs solely because they will be covered by your insurer; and if possible, contact your insurance company beforehand to check which repairs are covered by your contract and under what conditions;
• ensure that the trader provides you with a signed copy of the contract, together with the standard withdrawal form;
• don't let the professional go away with the replaced parts.

What should you do if you have a problem with a convenience store?

Convenience stores have an “obligation of result”, which means that the repair must be real and effective. If they do not express any particular reservations, they undertake to restore the aircraft to good working order. If the appliance has been repaired but is still not functioning, a new free repair must be carried out.

In the event of any difficulties, the Directorate-General for Competition, Consumer Affairs and Fraud Prevention gives you the following advice:

• if you cannot reach an amicable settlement with the trader, refer the dispute to the civil courts to seek redress;
• check your home insurance contract for free legal advice. If not, you can go to a house of justice and law. It is a local judicial institution that welcomes you free of charge and is intended in particular for amicable dispute resolution and victim assistance;
• if you believe that you have been the victim of a scam and/or physical or verbal attacks, contact the police or gendarmerie as soon as possible to file a complaint.