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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:
- Abrupt or hard shifts between
gears.
- Delayed or no response when
shifting from neutral to drive or reverse.
- Failure to shift during
normal acceleration.
- Slippage during acceleration.
The engine speeds up, but the vehicle does not respond.
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.
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