Taking the Scare Out Of Car Repair

The best way to avoid auto repair rip-offs is to be prepared. It's important to know how to select a good technician, the kinds of questions to ask, and your consumer rights.

According to the Federal Trade Commission ("FTC"), the American Automobile Association ("AAA"), and the National Association of Attorneys General ("NAAG"), this kind of information about your automobile may help you keep a lid on mechanical mistakes.

How to Choose a Repair Shop

• Ask for recommendations from friends, family, and other people you trust.
• Shop around by telephone for the best deal, and compare warranty policies on repairs.
• Ask to see current licenses if state or local law requires repair shops to be licensed or registered
• Your state Attorney General's office or local consumer protection agency may know whether there's a record of complaints about a particular repair shop.
• Make sure the shop will honor your vehicle's warranty.

How to Choose a Technician

• Look for shops that display various certifications - like an Automotive Service Excellence seal. Certification indicates that some or all of the technicians meet basic standards of knowledge and competence in specific technical areas.
• Ask if the technician or shop has experience working on the same make or model vehicle as yours.

Repair Charges: Unlocking the Mystery

Before you arrange to have any work performed, ask how the shop prices its work. Some shops charge a flat rate for labor on auto repairs. This published rate is based on an independent or manufacturer's estimate of the time required to complete repairs. Others charge on the basis of the actual time the technician worked on the repair.

If you need expensive or complicated repairs, or if you have questions about recommended work, consider getting a second opinion.

Find out if there will be a diagnostic charge if you decide to have the work performed elsewhere. Many repair shops charge for diagnostic time.

Shops that do only diagnostic work and do not sell parts or repairs may be able to give you an objective opinion about which repairs are necessary.

Ask for a written estimate, which should:

• Identify the condition to be repaired, the parts needed, and the anticipated labor charge. Make sure you get a signed copy.
• It should state that the shop will contact you for approval before they do any work exceeding a specified amount of time or money. State law may require this.

Parts

Parts are classified as:

• New - These parts generally are made to original manufacturer's specifications, either by the vehicle manufacturer or an independent company. Your state may require repair shops to tell you if non-original equipment will be used in the repair. Prices and quality of these parts vary.
• Remanufactured, rebuilt and reconditioned - These terms generally mean the same thing: parts have been restored to a sound working condition. Many manufacturers offer a warranty covering replacement parts, but not the labor to install them.
• Salvage - These are used parts taken from another vehicle without alteration. Salvage parts may be the only source for certain items, though their reliability is seldom guaranteed.

Get a completed repair order describing the work done. It should list each repair, parts supplied, the cost of each part, labor charges, and the vehicle's odometer reading when you brought the vehicle in, as well as when the repair order was completed. Ask for all replaced parts. State law may require this.

Preventive Maintenance

Follow the manufacturer's maintenance schedule in your owner's manual for your type of driving.

Some repair shops create their own maintenance schedules, which call for more frequent servicing than the manufacturer's recommendations. Compare shop maintenance schedules with those recommended in your owner's manual. Ask the repair shop to explain - and make sure you understand - why it recommends service beyond the recommended schedule.

Warranties

There is no "standard warranty" on repairs. Make sure you understand what is covered under your warranty and get it in writing.

Be aware that warranties may be subject to limitations, including time, mileage, deductibles, businesses authorized to perform warranty work or special procedures required to obtain reimbursement.

Disputes regarding billing, quality of repairs or warranties

• Document all transactions as well as your experiences with dates, times, expenses, and the names of people you dealt with.
• Talk to the shop manager or owner first. If that doesn't work, contact your Attorney General or local consumer protection agency for help. These offices may have information on alternative dispute resolution programs in your community. Another option is to file a claim in small claims court.

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