Like most Californians, you probably depend on your car just to get through the day. When your vehicle needs service or repair--as it occasionally will no matter how well you maintain it--you want the work done promptly, efficiently and at a reasonable cost. You don't need to be an auto repair expert to properly maintain your vehicle. Simply by following the tips in this booklet, you can keep your car in good condition and ensure a good working relationship with your auto repair shop. These tips will also help you protect your rights under the law in the event that you have a problem. We recommend the following:
Car Maintenance Doesn't Have To Be A Wrenching Experience Your owner's manual will help you understand the gauges on your dashboard, and will tell you what steps to take if the warning indicators light up. As technology gets more sophisticated, cars are getting smarter at diagnosing mechanical problems. This can help you save money by detecting problems early. As you drive from day to day, pay attention to anything that's out of the ordinary and deal with it as soon as possible. Almost any problem will only get worse with time. Don't forget that simple and inexpensive procedures like oil changes and tune-ups really can help your car last longer, and prevent more serious and expensive problems. It's never too late to familiarize yourself with the recommended maintenance schedule in your owner's manual and follow it. If you don't have a copy of your owner's manual, call your local dealership to see if one is available. It's worth the time to get one. Select a Repair Shop Before You Need It One of the best ways to select a repair shop is through word-of-mouth recommendation. Ask your friends and associates what repair shops they like and why. Consumer Organizations may be able to advise you regarding the reputation of a particular repair shop. The Department of Consumer Affairs' Bureau of Automotive Repair (DCA/BAR) can, upon written request, provide information regarding a shop's license status, any disciplinary actions against it, and, in many cases, any complaints received. If you can, it's a good idea to test the repair shop with a minor maintenance job, such as a tune-up. If you're happy with the work and service you receive, you've probably found the shop that's right for you. What Makes A Good Repair Shop? Here are some things to look for when selecting a repair shop: Facilities
Personnel
Qualified Technicians Look for indications such as Automotive Service Excellence (ASE) certifications, or advanced training certificates. Other marks of professionalism include membership in the Automotive Service Council, Better Business Bureau or AAA- approved auto repair status. Shop Specialty Some shops specialize. Ask if the technicians regularly work on your make and model of car or truck, and make sure they are comfortable doing the type of repair you need-especially if you need major work. Remember that you know your automobile better than anyone. You probably drive it every day, so you know how it feels when everything's running right. When something's wrong, try and pinpoint for yourself exactly what the symptoms are before taking the vehicle in for service. If it helps to remember, make a list. What to look for
Where in the vehicle do they come from? When do they happen-when the engine is running? When the engine is cold? When you're accelerating? Braking? Turning? Going above a certain speed?
Do you feel vibrations in the
steering column or the brake pedal? Does the
steering
Has your engine performance noticeably decreased? Is your fuel economy getting worse? Do you constantly have to add water or oil? Are belts or hoses wearing out faster than they should? When you're explaining the problem to the technician or service representative, be as detailed as possible. Don't rush or be intimidated. If you think it will help, bring along a list of the things you've noticed about your vehicle. Although the technician or service representative probably can't diagnose your problem on the spot, feel free to ask questions. If you don't understand the answers, ask for clarification. Make sure the repair shop has a number where you can be reached. If they are going to call you later with a diagnosis, find out approximately when to expect a call. If you're going to initiate the call, make sure you have their phone number and ask roughly what time you should call. The auto repair shop must provide a written estimate before any work is performed. Find out ahead of time if you will be charged for an estimate. After you receive the estimate, feel free to go to another shop for a second opinion. If the technician thinks he knows how much the repair will cost, he will ask you to authorize the work ahead of time, up to a specified dollar amount (like$150) on the work order. When you sign the work order, you are authorizing the ship to repair the problem, and you will be required to pay the cost of repairs up to the specified amount. Make sure you understand what kind of work they expect to perform. All auto repair shops in California must be registered with the Department of Consumer Affairs' Bureau of Automotive Repair, and every repair shop must post the following sign to inform customers of their rights.
If you don't see the sign, ask to see it. The Written Estimate or Work Order When given a written estimate, it must include the total estimated price for parts and labor for a specified repair or service. The estimate does not include sales tax. In addition to the total amount, the estimate may itemize the parts to be used and the method of repair. If so, the repair shop must stick to it. They may not legally substitute parts or change the repair method without your consent. The dealer or service representative may also make an informal estimate and prepare a work order, showing an estimated price for diagnosis alone, or for diagnosis and repair. When you sign a work order, you are liable to pay up to the specified amount for the diagnostic or repair services. Do not sign a blank work order. After the inspection or diagnosis is complete, the shop may call you to describe the work that should be done, to tell you the estimated cost of the work and parts, and to get your verbal authorization to proceed. If any part of the work is going to be performed at a different shop, it must be noted on the written estimate or work order, For instance, auto body shops sometimes have auto glass shop replace damaged windshields. The shop you authorize to repair your car or truck may not sublet the work without your consent, unless you cannot reasonably be notified. No work will be done until you receive an estimate and authorize the repairs by signing a written estimate or work order. If the technician later determines that the work will cost more than estimated, the additional work may not be done without your consent. Someone from the shop must contact you, describe the additional work and associated costs, and get your permission to proceed. If you give verbal authorization over the telephone (for instance, by saying, "Okay, go ahead"), the shop may proceed with the work, but they must make a notation as follows:
For some complex automotive problems, like a transmission failure, the repair shop may have to take your car or truck apart in order to give you an accurate estimate. This is called a "teardown." A teardown estimate must note the following;
After the teardown, the repair shop must write a second estimate which shows:
The shop will then contact you for permission to do the repairs. If you decide not to proceed with the work, they must reassemble the car at no further cost and within the maximum time stated on the teardown estimate. When the repair job is finished, you will receive an invoice, which must show the repair shop name, address, and registration number. All work performed, including any work done under warranty at no charge, must be listed on the invoice. Labor and parts must be itemized separately, and each part must be clearly identified. It must be noted if any used, reconditioned, or rebuilt parts were used. Sales tax is included as a separate item. At the time you sign the work order, you may request that the repair shop return to you any parts that are replaced. The shop is required by law to return the parts to you only if you request them before the work is done. If the shop installs a rebuilt part, the old part is usually returned to the supplier as partial payment for the rebuilt part. This payment is called a core charge. If you want the old part back, you may have to pay the core charge. If any replaced parts must be returned to the supplier under a warranty arrangement, those parts will not be returned to you. But you have a right to see them if a charge is being made for replacement. A repair shop is not required by law to guarantee its repair work, but many shop do guarantee some of their repairs. If work is guaranteed, it must be in writing. A written guarantee should show:
Dropping Off Your Car When The Shop Is Closed If you need to drop off your car when the shop is closed-very early in the morning, for instance- try to call the day before so the service manager knows the car is coming, and make arrangements to leave the keys in a safe place. Leave a note with your telephone number, describing the repair or service you need. The repair shop must contact you with an estimate and get your permission before doing any work. If you are dissatisfied with the repair work, speak directly with the service manager. Keep these tips in mind:
How To File A Complaint About an Auto Repair Shop In 1971, the Department of Consumer Affairs' Bureau of Automotive Repair (DCA/BAR), a California state agency, was established to prevent abuses in the auto repair industry. DCA/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 directly with the repair shop. If you cannot solve the problem, you may want to file a formal complaint with DCA/BAR. Here is how to file a complaint:
Each year, DCA/BAR negotiates more then $4 million in rework, refunds and adjustments on behalf of consumers. If you feel you have a complaint requiring investigation, call us. We'll help you check it out! Call toll free 1-800-952-5210 for more information. California Department of
Consumer Affairs |
