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Fixing you car without fear

CHOOSING THE RIGHT SHOP

PRELIMINARIES

  • Start shopping for a repair facility before you need one.
  • Ask friends and associates for recommendations.
  • Check with consumer group(s) regarding the reputation of the business. Inquire about complaints and the rate of complaint resolution.

    • AT THE MECHANIC

    • Professionally run establishments will have a courteous staff. The service writer should be willing to answer all questions. Be concerned if the shop makes every recommendation sound like an emergency.
  • Feel free to ask for the names of a few customers. Call them.
  • All policies (labor rates, guarantees, methods of payment) should be posted and-or explained. Don't sign a work order unless it's filled out.
  • Ask if the shop customarily handles your vehicle make and model. Some facilities specialize.
  • Ask if the shop usually does your type of repair, especially if major work is needed.
  • Look for signs of professionalism: civic and community service awards, membership in the Better Business Bureau, AAA-Approved Auto Repair status, customer service awards.
  • Look for evidence of qualified technicians, such as trade school diplomas, certificates of advanced course work and ASE certification.
  • If the mechanic says your car needs parts, ask to be shown which ones and use a marker to distinguish them later. Always let the mechanic know you want the old parts.
  • If the problem isn't an emergency, seek a second opinion.

    • FOLLOW-UP

    • If the service was not what you expected, discuss the problem with the service manager or owner. Give the business a chance to resolve the problem. Reputable shops value customer feedback and will make a sincere effort to keep your business.
    Sources: National Institute for Automotive Service Excellence (ASE); AutoTrader.com

    FILING COMPLAINTS

    In 1971, the Department of Consumer Affairs' Bureau of Automotive Repair, a state agency, was established to prevent abuses in the auto repair industry. The BAR gives consumers a formal way to take action against negligent repair shops.

    If you have a complaint, it is often easier and quicker to resolve the matter with the shop. If you cannot solve the problem, you may want to file a formal complaint with the BAR. Here is how to file a complaint:

    Call toll-free at 1-800-952-5210 to obtain a complaint form. Complete the form and return it to the BAR. Save all receipts; they may be helpful when the BAR reviews your complaint.

    HELPFUL WEB SITES

  • Bureau of Automotive Repair: www.bar.ca.gov
  • RepairPal: http://repairpal.com

    • This story was originally published July 23, 2008 at 7:55 AM with the headline "Fixing you car without fear."

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