Action Line: Get the best auto repairs possible
| Friday, Aug 28 2009 11:00 AM
Last Updated Friday, Aug 28 2009 11:00 AM
Editor’s note: Action Line is a weekly column from the Better Business Bureau answering consumers’ questions and concerns about money and business issues.
Dear Readers:
Action Line has recently received letters from readers detailing bad experiences with auto repairs, some from private garages and some from chain stores. I appreciate the time that readers spent to contact Action Line, but space does not allow me to answer each one individually in this column.
However, automobile repairs are extremely important to all of us. We depend on our vehicles and, in this continuing tight economy, cannot afford to distrust our mechanics and/or receive less than the full value for what repairs cost.
Below is some general advice you should know about automotive repairs.
• If you have a problem with your car while it is still under warranty, follow the manufacturer’s instructions, which may require that repairs be made at an authorized dealership.
• If you are looking for a qualified independent shop, ask friends for recommendations. Check with the BBB about the shop’s reliability. Look for shops that display certification. For major work, such as brake, transmission or engine repairs, you need to find a shop employing a specialist.
According to the Bureau of Automotive Repair, with complex auto designs and the use of computers in diagnosis, you need to make sure the repair facility has the equipment to detect problems and repair them. If you are in doubt about what the problem is, let the shop diagnose the problem. You may cost yourself money by requesting specific repairs that may not solve the problem. Be as specific and accurate as possible in describing the problem. Ask as many questions as you need. Do not be embarrassed to request simple, non-technical definitions.
Don’t rush the service writer or technician to make an on-the-spot diagnosis. Ask to be called and appraised of the problem(s), course of action and detailed costs before work begins.
• If you want the old parts back, you must ask for them before any work is started. The shop is required by law to return the parts only if you have requested them before the work is done.
Ensure notification about additional costs, by having the service manager write a request on the bottom of the repair order. Give phone numbers where you can be reached. Before you leave, be sure you understand all shop policies regarding labor rates, guarantees and acceptable methods of payment.
• When you pick up your car, get an explanation of all work completed and get all guarantees in writing. Ask that any major new parts that have been installed be pointed out to you, if possible.
Your repair bill should be itemized so if a problem occurs later, you can prove the item is covered by the guarantee. Don’t hesitate to return the car to the shop if the work was not done satisfactorily.
If you are still not satisfied with the work, you have options. You can contact the Kern County BAR at 335-7400 or go to the state Web site at dca.ca.gov. You can contact the head of the auto repair shop, whether that is a local owner or the CEO of a chain. You can file a complaint with the BBB at bbb.org or 322-2077. My best advice is to do all three.
Vickie Sanders is assistant director of business services for the Better Business Bureau serving Central California. Send your consumer concerns, questions and problems to Action Line at the Better Business Bureau, 1601 H St., Suite 101, Bakersfield, CA 93301 or vickie@bbbcencal.org.
