The garage overcharged or did not fix my car

Direct answer

A repair is a service with a quote you must be able to rely on: work beyond the quote needs your consent, and a repair that did not solve the problem must be redone at no cost. Complain in writing to the garage first. Livro de Reclamações eletrónico — DGC (livroreclamacoes.pt) advises and takes complaints about garages; most countries have a motor-trade dispute body — Centro de Arbitragem de Conflitos de Consumo (CACC) (consumidor.gov.pt) — where an expert looks at the car and decides, cheaper than any lawyer. Balcão do Arrendatário e do Senhorio (BAS) (justica.gov.pt) is the small-claims route if the garage is not a member.

Call firstLivro de Reclamações eletrónico — DGC

Report toCentro de Arbitragem de Conflitos de Consumo (CACC)

If that failsBalcão do Arrendatário e do Senhorio (BAS)

🗣️ What to say

"Invoice [number] for [repair] on [date]. [The amount exceeds the quote by [x] without my consent / the fault is not fixed]. I ask you to [correct the invoice / redo the repair] within 14 days. Otherwise I refer the case to Centro de Arbitragem de Conflitos de Consumo (CACC)."

🪜 Step by step

Get the quote in writingBefore any work, next time. This time: what was agreed by phone, message, or the job sheet you signed.
Do not pay the disputed partPay what was quoted; dispute the rest in writing. A garage may hold the car for the undisputed bill only.
Second opinionAnother garage's written finding on the "repair" is the best evidence.
Complain to Livro de Reclamações eletrónico — DGCGarages are licensed; repeated complaints trigger inspections.
Dispute body: Centro de Arbitragem de Conflitos de Consumo (CACC)An independent expert inspects and decides; the garage usually accepts.

📇 All contacts

Livro de Reclamações eletrónico — DGCComplaint with a mandatory answer within 15 working daysWhen the shop refuses🔗 www.livroreclamacoes.pt

Centro de Arbitragem de Conflitos de Consumo (CACC)Free arbitration up to €5,000, mandatory for the sellerAfter a written complaint without a solution🔗 www.consumidor.gov.pt/parceiros/sistema-de-defesa-do-consumidor/entidades-de-resolucao-alternativa-de-litigios-de-consumo

Balcão do Arrendatário e do Senhorio (BAS)Special procedure for tenancy disputesIf the dispute involves rent or the return of the property🔗 www.justica.gov.pt/Servicos/Balcao-do-Arrendatario-e-do-Senhorio

IMT — Instituto da Mobilidade e dos TransportesRegistration, inspection, driving licenceInspection appeals and vehicle data📞 211 158 500 🔗 www.imt-ip.pt

❓ Frequently asked

The garage keeps my car until I pay

They may hold it for the agreed, undisputed amount. Pay that under written protest and dispute the rest.

They replaced parts I did not ask for

Not payable without consent unless the repair was impossible otherwise and they could not reach you. Ask for the old parts.

A used car broke down a week after purchase

That is the two-year legal guarantee: the dealer must repair. Different page (faulty goods), same bodies.

📎 Sources

Last checked: 2026-09-26

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