How to Avoid Service
Problems
Consider paying the bill with a credit card. If
there is a problem, you may withhold payment on
the disputed portion of your bill until the
problem is resolved (by way of the federal Fair
Credit Billing Act).
Find shops that adhere to a certain standard of
service. For example, AAA approved garages must
have ASE certified mechanics, up to date
equipment, and must not have any complaints filed
about their operations. Additionally, if you do
have a problem with the work done, you'll have
some recourse in that you'll be able to contact
the local AAA office and complain in order to get
your problem resolved. Along these lines, you may
want to check with your local Better Business
Bureau to find out if any complaints have been
filed against a shop you are considering.
Avoid shops that still charge for diagnostic time
even when you authorize them to do the necessary
repairs. Most shops will charge you for diagnostic
time if you decide to take your vehicle elsewhere
for the repairs. This is reasonable. However, if
you can find a shop that will do a free diagnostic
evaluation, all the better. Otherwise, when first
approaching the mechanic, ask him if the
diagnostic charge will be applied to the repair
costs. If he says no, find another garage.
Do all you can to understand the nature of the
problem before you approach the garage. Use the
Diagnosis Module of this program and pay
particular attention to the explanations and
remedies presented. Also, supplement the
information presented in the Diagnosis Module with
additional information you can gather about the
problem with, say, someone who is known to be
fairly knowledgeable about car repair. The better
you understand what is causing the problem you're
having, the more likely you'll be able to get a
fair repair job.
Always get more than one estimate, especially on
big repair items. Never take the first bid for a
job since you'll usually be able to find a better
price once you start shopping around.
Always have the mechanic list the symptoms of the
problem on the estimate. This way, if the problem
is not fixed when you pick your vehicle up, the
mechanic won't be able to dispute what it was you
took your vehicle in for to
begin with.
Make sure you always tell the mechanic to call you
and get your approval if the repair cost will
exceed the estimate. This way there will be no
surprises when you pick your vehicle up after it
has been repaired.
Last but not least, keep your vehicle in top shape
so as to minimize your visits to repair
facilities. Refer to the Avoiding Breakdowns topic
for tips along these lines.
What can you do if there is a service/repair
problem?
If you have a legitimate dispute with a garage,
there are a few measures you can take. Please be
aware that time is not on your side and therefore
you must act quickly if you are going to have the
matter resolved.
Step 1. Try to settle the matter with the shop
Speak with the service manager or whoever is in
charge. Be calm but firm and clearly explain what
the problem is. Make sure you have your repair
receipt with you. If the service manager does not
resolve your problem and the shop is
part of a chain, contact the district manager.
Additionally, threaten the service manager or
district manager by telling them you'll report the
shop to the local Better Business Bureau if they
do not resolve your complaint. This will often
help in getting results.
Step 2. Seek third-party help
If the above proved unsuccessful, contact your
local Better Business Bureau and ask for the name
of a consumer protection agency that handles auto
repair complaints. Of course, at the same time,
file a complaint about the shop
with this Better Business Bureau office. If,
however, the shop in question happens to be AAA
approved, contact the local AAA office and
complain. The AAA office will represent you in the
matter until the complaint is resolved.
Step 3. Sue in small-claims court
As a last resort, you can always sue the shop in
small-claims court. Contact your local county's
small-claims court office and ask what steps are
necessary to file a suit. Inform the shop that you
intend to sue. Prepare your case with
all applicable receipts and any other
documentation and/or witnesses which will support
your suit.
|
 |
|
|
|