2. See if the Better Business Bureau has complaint reports on the repair shop.
Automobile repair problems can be frustrating, time consuming and sometimes very costly. Although all automobile repair problems cannot be eliminated, the following tips can help you avoid these problems by being prepared.
HOW DO YOU SELECT AN AUTOMOBILE REPAIR SHOP?
Look for an automobile repair shop before you need one and consider the following important factors:
REPUTATION -- Ask friends or family members to recommend a mechanic or repair shop that they like and trust. The local Better Business Bureau (BBB) will give you information on whether complaints have been filed against a specific business, the total number and whether or not they have been resolved.
MECHANIC QUALIFICATIONS -- Ask the service manager if the shop's mechanics have been certified by a car manufacturer or a professional organization, such as Automotive Service Excellence (ASE), and in which areas they have been certified, such as brakes, electrical, etc. Look for a mechanic with good training and credentials, updated knowledge and skill, proper tools and equipment and experience working on your particular model automobile.
WARRANTY -- If your vehicle is covered by warranty, be certain that the facility you select is authorized to perform repairs under the warranty. Work done by an unauthorized repair shop may void you warranty and be costly to you.
APPEARANCE OF SERVICE AREA -- The work area should be clean, well lit, organized and stocked with modern equipment and professional quality tools.
CUSTOMER SERVICES -- Ask if the repair shop provides the customer services you desire, such as transportation to and from work while repair work is being done, a loaner car, evening and weekend hours or a discount for work done on Sunday.
COST -- The cost for the same repair may vary greatly from one shop to another. If you know what type of work is needed, ask several shops for a written estimate.
WHAT DO YOU TELL THE MECHANIC ABOUT THE CAR?
- Before authorizing a car repair, discuss the problems with the mechanic and specifically:
Give clear, brief instructions as to what work you want done. Do not give vague instructions or tell the mechanic to simply "fix" the car. - Do not suggest specific auto repairs unless you are sure what type of work is needed. To help the mechanic pinpoint the problem, describe the car's "symptoms" simply and accurately, how the car performs or how it sounds.
- Many shops charge for diagnostic time or to partially disassemble a car component such as an engine or transmission in order to find the cause of a problem. Ask about diagnostic charges and if there will be a fee if you decide not to have the work done, have it done elsewhere or want a second opinion.
SHOULD YOU ASK FOR A REPAIR ESTIMATE?
Minnesota law does not require automotive shops to give cost estimates for repair work to prospective customers. A verbal price estimate can lead to misunderstandings as to the exact repair work promised at a quoted price, and may be difficult to prove. Before authorizing automobile repair work, fully understand what is and what is not covered and request a written price estimate that includes:
- Itemized prices for both parts and labor for each repair to be made.
- The type of replacement parts to be used, such as new (manufacturer's original or after market, independently manufactured), used, or rebuilt.
- A notation to contact you for approval before doing any additional work not specified in the written estimate or if the price exceeds the original estimate. You may want to consider getting a second opinion or take your car to another shop.
WHAT SHOULD YOU CHECK WHEN THE REPAIR IS COMPLETED?
- Carefully review the completed invoice before you pay the bill to be certain that all requested work was done, and ask for an explanation of any changes or discrepancies.
- Request a written warranty or guarantee, if applicable, and know what it covers.
- Ask for all replaced parts and save them until you are sure that the repairs are satisfactory.
- Inspect and/or test drive the car in the parking lot or on the highway, if that is where prior symptoms arose, to make sure the problem has been corrected.
- If possible, pay for car repairs with a credit card since, under certain conditions, you can withhold payment if the repairs were not done correctly.
- Bring any repair or service problem to the shop's attention as soon as possible, and give them a chance to correct any deficiencies.
WHAT CAN YOU DO IF YOU ARE NOT SATISFIED WITH THE REPAIR?
Discuss any dispute with the manager of the business and allow the company to either offer an explanation or correct the problem. Keep copies of all written estimates and bills and written accounts of all experiences, dates, times, expenses and names of all contacts. If you are not satisfied, you may file a complaint with our Office or file a claim in Magistrate's Court.
If the repair was done by the dealership for your make of car and neither the service manager or general manager has been able to resolve the problem, check your owner's manual for the address of the nearest zone office and contact them. If the zone office fails to resolve the problem, consider a third-party dispute resolution program such as those sponsored by specific manufacturers, Better Business Bureaus or Automobile Consumer Action Program (AUTOCAP).
WHAT ARE SOME OF THE MOST FREQUENT CAR REPAIR DISPUTES?
PRICING/BILLING DISPUTES -- No laws or regulations govern how much a business may charge for goods or services. Comparison shop before you agree to have repairs done.
DELAYS IN COMPLETING REPAIRS OR SERVICES -- Uncontrollable factors can delay the completion of a repair. If the time of completion is critical, ask the repair shop to highlight that information on the written repair order and advise you immediately if there is a problem. Clear communication with the repair shop is essential.
FAULTY OR INCOMPLETE DIAGNOSIS -- If your car still has some of the same or additional symptoms after the repair has been completed, it does not necessarily mean that the work was not done. A good-faith repair could be affected by other related car components that were faulty, but not obvious until after the original work was done.
EXCEEDING ESTIMATES -- If the repair shop does the repairs as stated on the itemized written estimate, but charges more than the estimate, request an explanation.
QUALITY OF REPAIRS OR WORKMANSHIP -- The more you know about car repairs, the less likely you are to have problems related to the quality of the work.
Realistic expectations and extreme care in selecting a repair facility are the best assurances for a successful repair.
AUTOMOBILE REPAIR AND MAINTENANCE TIPS
- To preserve your rights under warranty and to keep your car in good running condition, read and follow the automobile manufacturer's maintenance recommendations found in the owner's manual.
- Do not ignore the warning lights and gauges on your car, as they may signal a developing problem that could possibly cause damage or void the warranty.
- Note the circumstances if an abnormal condition or malfunction should arise and report them to your mechanic. For example, does the problem occur when the car is first started or only after it has been running for some time? Is it present at low speeds or only on the highway?
