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Taking the Scare Out of Auto
Repair
Presented by the Federal Trade
Commission, the National Association of Attorneys General and the
American Automobile Association
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?
-
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.
-
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. Also,
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
Is one technician better than another?
-
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.
-
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.
If you decide to get the work done, ask for
a written estimate.
What should a written estimate include?
-
It 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.
What should I know about the parts to be
repaired or replaced?
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.
What do I need after the work is done?
-
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?
-
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?
-
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
What warranties and service contracts apply to vehicle repairs?
-
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.
-
Check with the Federal Trade Commission or
your state or local consumer protection agency for information about
your warranty rights.
Service Contracts
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 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?
-
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. You don't need an
attorney to do this.
HEADING OFF PROBLEMS
The more you know about your vehicle, the
more likely you'll be able to head off repair problems. You can detect
many common vehicle problems by using your senses: eyeballing the area
around your vehicle, listening for strange noises, sensing a difference
in the way your vehicle handles, or even noticing unusual odors.
Looks Like Trouble
Small stains or an occasional drop of fluid under your vehicle may not
mean much. But wet spots deserve attention; check puddles immediately.
You can identify fluids by their color and
consistency:
-
Yellowish green, pastel blue or florescent
orange colors indicate an overheated engine or an antifreeze leak
caused by a bad hose, water pump or leaking radiator.
-
A dark brown or black oily fluid means the
engine is leaking oil. A bad seal or gasket could cause the leak.
-
A red oily spot indicates a transmission
or power-steering fluid leak.
-
A puddle of clear water usually is no
problem. It may be normal condensation from your vehicle's air
conditioner.
Smells Like Trouble
Some problems are under your nose. You can detect them by their odor:
-
The smell of burned toast - a light, sharp
odor - often signals an electrical short and burning insulation. To be
safe, try not to drive the vehicle until the problem is diagnosed.
-
The smell of rotten eggs - a continuous
burning-sulphur smell - usually indicates a problem in the catalytic
converter or other emission control devices. Don't delay diagnosis and
repair.
-
A thick acrid odor usually means burning
oil. Look for sign of a leak.
-
The smell of gasoline vapors after a
failed start may mean you have flooded the engine. Wait a few minutes
before trying again. If the odor persists, chances are there's a leak
in the fuel system - a potentially dangerous problem that needs
immediate attention.
-
Burning resin or an acrid chemical odor
may signal overheated brakes or clutch. Check the parking brake. Stop.
Allow the brakes to cool after repeated hard braking on mountain
roads. Light smoke coming from a wheel indicates a stuck brake. The
vehicle should be towed for repair.
-
A sweet, steamy odor indicates a coolant
leak. If the temperature gauge or warning light does not indicate
overheating, drive carefully to the nearest service station, keeping
an eye on your gauges. If the odor is accompanied by a hot, metallic
scent and steam from under the hood, your engine has overheated. Pull
over immediately. Continued driving could cause severe engine damage.
The vehicle should be towed for repair.
Sounds Like Trouble
Squeaks, squeals, rattles, rumbles, and other sounds provide valuable
clues about problems and maintenance needs. Here are some common noises
and what they mean:
Squeal - A shrill, sharp
noise, usually related to engine speed:
Click - A slight sharp
noise, related to either engine speed or vehicle speed:
Screech - A high-pitched,
piercing metallic sound; usually occurs while the vehicle is in motion:
Rumble - a low-pitched
rhythmic sound.
Ping - A high-pitched
metallic tapping sound, related to engine speed:
Heavy Knock - A rhythmic
pounding sound:
Clunk - A random thumping
sound:
Feels Like Trouble
Difficult handling, a rough ride, vibration and poor performance are
symptoms you can feel. They almost always indicate a problem.
Steering
-
Misaligned front wheels and/or worn
steering components, such as the idler or ball joint, can cause
wandering or difficulty steering in a straight line.
-
Pulling - the vehicle's tendency to steer
to the left or right - can be caused by something as routine as
under-inflated tires, or as serious as a damaged or misaligned front
end.
Ride and Handling
-
Worn shock absorbers or other suspension
components - or improper tire inflation - can contribute to poor
cornering.
-
While there is no hard and fast rule about
when to replace shock absorbers or struts, try this test: bounce the
vehicle up and down hard at each wheel and then let go. See how many
times the vehicle bounces. Weak shocks will allow the vehicle to
bounce twice or more.
-
Springs do not normally wear out and do
not need replacement unless one corner of the vehicle is lower than
the others. Overloading your vehicle can damage the springs.
-
Balance tires properly. An unbalanced or
improperly balanced tire causes a vehicle to vibrate and may wear
steering and suspension components prematurely.
Brakes
Brake problems have several symptoms. Schedule diagnosis and repair if:
-
The vehicle pulls to one side when the
brakes are applied.
-
The brake pedal sinks to the floor when
pressure is maintained.
-
You hear or feel scraping or grinding
during braking.
-
The "brake" light on the instrument panel
is lit.
Engine
The following symptoms indicate engine trouble. Get a diagnosis and
schedule the repair.
-
Difficulty starting the engine.
-
The "check engine" light on the instrument
panel is lit.
-
Rough idling or stalling.
-
Poor acceleration.
-
Poor fuel economy.
-
Excessive oil use (more than one quart
between changes).
-
Engine continues running after the key is
removed.
Transmission
Poor transmission performance may come from actual component failure or
a simple disconnected hose or plugged filter. Make sure the technician
checks the simple items first; transmission repairs normally are
expensive. Some of the most common symptoms of transmission problems
are:
-
Abrupt or hard shifts between gears.
-
Delayed or no response when shifting from
neutral to drive or reverse.
-
Failure to shift during normal
acceleration.
-
Slippage during acceleration. The engine
speeds up, but the vehicle does not respond.
TROUBLE SHOOTING
Car trouble doesn't always mean major
repairs. Here are some common causes of trouble and techniques to help
you and your technician find and fix problems:
-
Alternator - Loose wiring
can make your alternator appear defective. Your technician should
check for loose connections and perform an output test before
replacing the alternator.
-
Battery - Corroded or
loose battery terminals can make the battery appear dead or defective.
Your technician should clean the terminals and test battery function
before replacing the battery.
-
Starter - What appears to
be a defective starter actually may be a dead battery or poor
connection. Ask your technician to check all connections and test the
battery before repairing the starter.
-
Muffler - a loud rumbling
noise under your vehicle indicates a need for a new muffler or exhaust
pipe.
-
Tuneup - The
old-fashioned "tuneup" may not be relevant to your vehicle. Fewer
parts, other than belts, spark plugs, hoses and filters, need to be
replaced on newer vehicles. Follow the recommendations in your owner's
manual.
For more information, contact:
Federal Trade Commission
Consumer Response Center
Washington, DC 20580
202-326-2222
TDD: 202-326-2502
The main office of your local
American
Automobile Association (AAA) motor club, listed under AAA in the
telephone directory.
Your state Attorney General
Office of Consumer Protection
Your state capital
Many Attorneys General have toll-free
consumer hotlines. Check with your local directory assistance. |
