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:
- 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: 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.
July
1996 |