Avoiding car repair rip-offs: how to spot them, how to prevent them

Black Enterprise, Nov, 1996 by Marjorie Whigham-Desir

A few months ago, my husband took our 1989 Volvo in for its semiannual servicing to a local dealer on Long Island. There were the usual things that needed replacement or servicing--belts, an oil change, general alignment--for which the cost was about $360, including parts and labor. But to our surprise, the service representative informed us that all four brakes were shot and needed to be replaced at a cost of $870. However, as "valued" customers, we'd get a $100 discount!

Now, if we hadn't replaced the front brakes only six months earlier for about one-half this quoted price, we probably wouldn't have thought much about it. Despite the car's age and mileage (about 125,000 miles at that point), we still hadn't driven it enough to wear out the front brakes in such a short time. We decided to seek a second opinion. And it's a good thing. After cleaning off the brake pads, the second mechanic found that we had, at least, another six months of wear before the brakes or pads needed replacing.

Sound familiar? Auto repairs are the second most common consumer complaint filed against a business, according to the Better Business Bureau. Next to a home, a car is our second largest purchase, and inevitably it will need servicing or repair at some time. So how do you prevent yourself from being taken for a ride when your car needs servicing, and insure that you get the best in customer service? Here are a few tips from the pros.

* Plan ahead. "Build a good relationship with a mechanic, just like a doctor, before you need one," advises Kenroy Thomas, owner of G&H Auto Repair in St. Albans, New York. Ask family, friends and co-workers for recommendations of reputable shops. Make sure to question them about the kind of repairs they've had done, the quality of the service and their level of satisfaction. Your auto insurance agent is another good source.

* Check out the repair shop's record. "Find out if there are any complaints against the shop with the county consumer affairs office," suggests Thomas. The state's consumer protection division or attorney general's office, and/or your Better Business Bureau are also good sources to check. A shop should have few complaints filed against it, and a good history of resolving those problems. "You should leave the shop completely satisfied," adds Thomas.

* Look for a mechanic and shop that has updated knowledge and skills with recognized credentials. Make sure the repair shop you choose is equipped or specializes in caring for your type of car or the kind of repairs you need. "Look for the ASE (Automotive Service Excellence) symbol. That certifies the mechanic has met certain basic standards of knowledge in a specific technical area," says Thomas. "The symbol should appear on their shirt or clothes, then look for a certificate on the wall," he advises. Also look for a sign that says the shop is a certified or registered state-approved inspection station. Issued by the DMV, these shops are more likely to comply with regulations. If you're still not sure, ask to see their certificate. Repair shops approved by the American Automobile Association, AAA, display white decals with red lettering and blue subtext describing them as an "AAA approved auto repair" shop or "AAA approved emergency road service" vehicle for towing and other roadside assistance.

* Get a written estimate in advance clearly stating all parts, labor and the cost of repairs for your car. In most states, you're entitled to a written estimate for all repairs over $50. "Most people just say fix it, however," says Mike Morrissey, spokesperson for AAA in Heathrow, Florida. "That's like writing a blank check. The other common mistake is that people will sign a blank work order. That means they can say anything and charge you anything," he adds. "If anything else is the problem, then the mechanic will have to get back to you for authorization. They must at least call with a revised estimate and get a phone authorization, if not one in writing," adds Thomas. You cannot be charged for repairs you didn't authorize. Make sure you get the repair shop to stipulate what its labor costs will be at the time you agree to the work.

* Describe the "symptoms" of your problem as you've noticed them. rather than trying to "diagnose" the pro61em yourself: It's a good idea to even write them down yourself and have this description attached to the work order. Often the person writing up your order is not the mechanic that will be working on your car.

* If it's not an emergency, get a second opinion. "If you drive or tow your car in, you should be able to drive or tow it out," says AAA's Morrissey. "Trust your instinct. If you feel you're being ripped-off, drive away In most states, you can get an estimate of your costs, even if they must charge you an inspection fee. In most cases, it will be less than the cost of the repairs," he adds.

* Read the repair order estimate carefully. Be sure you understand what you're agreeing to have repaired and how much it will cost. If you don't understand ask for clarification. "People feel embarrassed about their automotive ability and won't ask. Stop the technician and have them explain in terms that you understand," adds Morrissey.