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:
- Loose or worn power steering, fan or air
conditioning belt.
Click - A slight sharp noise,
related to either engine speed or vehicle speed:
- Loose wheel cover.
- Loose or bent fan blade.
- Stuck valve lifter or low engine oil.
Screech - A high-pitched,
piercing metallic sound; usually occurs while the vehicle is in motion:
- Caused by brake wear indicators to let you
know it's time for maintenance.
Rumble - a low-pitched rhythmic
sound.
- Defective exhaust pipe, converter or muffler.
- Worn universal joint or other drive-line
component.
Ping - A high-pitched metallic
tapping sound, related to engine speed:
- Usually caused by using gas with a lower
octane rating than recommended. Check your owner's manual for the proper
octane rating. If the problem persists, engine ignition timing could be at
fault.
Heavy Knock - A rhythmic
pounding sound:
- Worn crankshaft or connecting rod bearings.
- Loose transmission torque converter.
Clunk - A random thumping sound:
- Loose shock absorber or other suspension
component.
- Loose exhaust pipe or muffler.
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:
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: 1-866-653-4261
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.
Copyright © 2003 Hi-T.E.C.
Automotive, Ltd. ® All rights
reserved.