Seven Steps to Stress-Free Repairs

Get a grip! Our confidence — building program will help you over come "repairanoia."

by Joseph D. Younger

Collectively, we Americans suffer from a severe case of "repairanoia"—the unreasonable fear of taking our cars to the shop. You know the symptoms: sweaty palms, upset stomach and the overriding belief that every mechanic in the world is out to rip you off. Later, these symptoms may be accompanied by a sharp pain in the wallet.

And, really, can you blame anyone for feeling paranoid about repair shops? Last year, for example, the Consumer Federation of America ranked auto repair third on its list of top-10 consumer complaints. The most frequently reported tales of woe include failure to fix problems, cost overruns and "ghost repairs"—work that appeared only on the bill, not on the vehicle. Depending on whom you ask, faulty or fraudulent car repairs cost American consumers anywhere from $20 billion to $40 billion every year.

No wonder repairanoia strikes deep into the heart of every motorist. But you can beat it. Take the following steps to greater confidence and a healthier mental outlook toward car repair:

Step 1: Rely on recommendations. When you need a plumber or painter, you probably ask a friend or neighbor to recommend a good one. The same should go for a mechanic. Word-of-mouth usually proves the most reliable route to honest work.

Better yet, look to AAA, which has done a lot of the research for you. The Club's Approved Auto Repair (AAR) program provides a list of shops that meet high standards of performance and expertise. For instance, before a shop can earn AAR approval, it must open its files to AAA, which conducts a random survey of recent customers. Only shops with a customer satisfaction rate of 90 percent or better make the grade. AAA also checks the Better Business Bureau, Choice Point and Experian records for outstanding consumer complaints against the shop, as well as checking for financial stability and making quarterly site visits.

AAA insists that AAR shops employ technicians certified by the National Institute of Automotive Service Excellence (ASE, an independent testing organization) or its equivalent.

"The technology on today's cars is particularly daunting for those of us that don’t work with it regularly and understand it; it’s equally challenging for technicians if they don’t stay current on the most up-to-date training," says Jim Abel, Staff Administrator for AAA Colorado’s ‘ Approved Auto Repair\Approved Auto Body’ program. "A lot of repair facilities are guilty of not investing in training for their technicians, and the results can be less than quality repairs for their customers".

Step 2: Cultivate a relationship. The best time to choose a repair shop is when you don't need one. Oil changes, safety inspections, belt and hose replacement and other regular preventive maintenance tasks not only keep your car in shape but also help you get acquainted with a shop. When the time comes for a major repair, you've already established some trust and rapport with the owner or service manager.

Step 3: Leave the diagnosis to the technician. "By far, the No. 1 mistake people make is telling the shop what they need," says Abel. "They may think they know what's causing the problem, or they have a backyard mechanic that has given his opinion. But its best to leave the diagnosis to the expert."

For instance, does your engine idle rough? Then don't simply drive in and ask for a tune-up. You may drive out with new plugs and wires—and an engine that still idles rough. You can't blame the tech, who did only what you told him to do.

Step 4: Explain "what" and "when" explicitly. Rather than diagnosing a problem, describe the symptoms explicitly. In fact, make notes and bring them to the shop. Tell the service manager precisely what happens and when it happens.

For example, suppose your car hesitates or loses power. Does the symptom occur in rainy weather or dry? From a dead stop or while passing? On any grade or only uphill? When the engine is under load or not?

Also, mention any special circumstances—for example, "The vibration started right after I hit that big pothole a couple of weeks ago." Describing the precise circumstances becomes especially important with electrical problems, which are notoriously difficult to troubleshoot.

The technician will attempt to duplicate the conditions to pinpoint the root cause. Your descriptions will help him or her eliminate other possible causes—and maybe even save you money by cutting diagnostic time.

Step 5: Read the repair order and keep a copy. You should expect a written estimate that spells out charges for parts and labor, as well as the terms of the warranty. According to New York State law, the final cost cannot exceed the written estimate by more than 10 percent without your approval. Don't accept a so-called bracket estimate, in which the service manager gives you a price range rather than a specific figure.

Step 6: Ask questions or get a second opinion. At a good shop, the service manager will take time to answer all your questions in terms you can understand. Don't allow anyone to snow you with tech talk or make you feel embarrassed to ask for a lay person's definition. For example, you should ask about the availability of used, rebuilt or reconditioned parts, which are often a better value—especially for high-mileage cars.

If you feel at all uncomfortable, take your car to another shop for a second opinion. But understand that you might have to pay a fee for diagnosis and reassembly. A customer-friendly shop will gladly fix your car when you bring it back—particularly if the second shop's opinion confirms the original diagnosis.

Step 7: Express yourself. When all is said and done, tell the shop what you think of its performance. Even better, tell AAA. AAR\AAB facilities provide a ‘Facility Service Evaluation Card’, asking you to rate your satisfaction after the work is done. Here again, the Club insists that a shop maintain a satisfaction rate of 90 percent or better to remain in the program. Your feedback—positive or negative—really does count.

As a final stress-buster, the Club will mediate any dispute you might have later with an AAR\AAB facility. And the shop agrees beforehand to abide by AAA's decision. That provision alone may provide you with the ultimate cure for repairanoia.

This article originally appeared in Car & Travel magazine. Reprinted with permission.

AAA Tip: You can find AAA Approved Auto Repair / Approved Auto Body facilities listings for anywhere in the U.S. & Canada on AAA.com.