Taking the Scare Out of Auto Repair

Taking
the Scare
Out of
Auto
Repair

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Presented as a public service by:
Federal Trade Commission
National Association of Attorneys General
American Automobile Association

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Contents
REPAIR INFORMATION
How to Choose a Repair Shop . . . . . . . . . . 1
How to Find the Right Technician . . . . . . . 2
Repair Charges: Unlocking the Mystery . . . 2
Preventive Maintenance . . . . . . . . . . . . . . 4
Protecting Your Auto Repair Investment . . . 5
HEADING OFF PROBLEMS
Looks Like Trouble . . . . . . . . . . . . . . . . . 7
Smells Like Trouble . . . . . . . . . . . . . . . . 8
Sounds Like Trouble . . . . . . . . . . . . . . . . 9
Feels Like Trouble . . . . . . . . . . . . . . . . 10
TROUBLESHOOTING
For More Information . . . . . . . . . . . . . . 14

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The best way to avoid auto repair rip-
offs is to be prepared . Knowing how
your vehicle works and how to identify
common car problems is a good beginning . It’s
also 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 .
REPAIR INFORMATION
How to Choose a Repair Shop
What should I look for when choosing a repair
shop?
n Ask for recommendations from friends,
family, and other people you trust . Look
for an auto repair shop before you need
one to avoid being rushed into a last-minute
decision .
n Shop around by telephone for the best deal,
and compare warranty policies on repairs .
n Ask to see current licenses if state or local
law requires repair shops to be licensed
or registered . Also, your state Attorney
General’s office or local consumer
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protection agency may know whether
there’s a record of complaints about a
particular repair shop .
n Make sure the shop will honor your
vehicle’s warranty .
How to Find the Right Technician
Is one technician better than another?
n 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 . Make sure the
certifications are current, but remember
that certification alone is no guarantee of
good or honest work .
n 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 .
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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 .
If you decide to get the work done, ask for a
written estimate .
What should a written estimate include?
n It should identify the condition to be
repaired, the parts needed, and the
anticipated labor charge . Make sure you get
a signed copy .
n 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 .
What should I know about the parts to be re-
paired or replaced?
Parts are classified as:
n 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 .
n Remanufactured, rebuilt, and
reconditioned — These terms generally
mean the same thing: parts have been
restored to a sound working condition .


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Many manufacturers offer a warranty
covering replacement parts, but not the
labor to install them .
n 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 .
What do I need after the work is done?
n 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
What are the consequences of postponing
maintenance?
n Many parts on your vehicle are interrelated .
Ignoring maintenance can lead to trouble:
specific parts — or an entire system — can
fail . Neglecting even simple routine
maintenance, such as changing the oil or
checking the coolant, can lead to poor
fuel economy, unreliability, or costly
breakdowns . It also may invalidate your
warranty .
What maintenance guidelines should I follow to
avoid costly repairs?
n Follow the manufacturer’s maintenance
schedule in your owner’s manual for your
type of driving .
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n 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 .
Protecting Your Auto Repair
Investment
What warranties and service contracts apply to
vehicle repairs?
Warranties
n There is no “standard warranty” on repairs .
Make sure you understand what is covered
under your warranty and get it in writing .
n 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 .
n Check with the Federal Trade Commission
or your state or local consumer protection
agency for information about your warranty
rights .
Service Contracts
n Many vehicle dealers and others sell
optional contracts — service contracts
— issued by vehicle manufacturers or
independent companies . Not all service
contracts are the same; prices vary and
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usually are negotiable . To help decide
whether to purchase a service contract,
consider:
• Its cost .
• The repairs to be covered .
• Whether coverage overlaps coverage
provided by any other warranty .
• The deductible .
• Where the repairs are to be performed .
• Procedures required to file a claim,
such as prior authorization for specific
repairs or meeting required vehicle
maintenance schedules .
• Whether repair costs are paid directly
by the company to the repair shop or
whether you will have to pay first and
get reimbursed .
• The reputation of the service contract
company . Check it out with your state
Attorney General’s office or local
consumer protection agency .
How do I resolve a dispute regarding billing,
quality of repairs or warranties?
n Document all transactions as well as your
experiences with dates, times, expenses,
and the names of people you dealt with .
n 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 . You don’t need an attorney to
do this .


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