THE CAR REPAIR BOOK

Just what are my choices when it comes to car repair?

New car dealers, service stations, tire stores, independent garages, specialty repair shops and department store service shops are some of the repair facilities you can choose from. Remember, what you need is a reliable source for years to come that can handle most repairs, not just a shop to help you out in an emergency.

First, decide what type of facility is best suited to do the work. You won't necessarily go to the same place for all jobs. One may specialize in brakes, another in transmission problems. Look for the shop that offers the best quality and guaranteed work at a reasonable price. And always check first to see if they can work on your make and model; some shops specialize in specific makes.

If you take your car to a dealership, it will know your make and model inside and out, and is likely to have any part you need. But chances are, you'll probably pay a higher labor rate to cover the dealer's overhead. However, if the problem is complex, the dealer has a direct line to the manufacturer, which may save time and money. Before you go to a dealership, be aware that many independent facilities can also access manufacturers' service specifications.

Q.	My car's still under warranty. Do I have to take it to the dealer for repairs?
A.	That depends. The first step is to make sure you follow requirements so your warranty will be in effect the full term. New car warranties require that repairs be performed by an authorized franchised dealership that sells your make and model. However, maintenance can be performed by any reputable facility, but make sure you keep receipts and accurate records. For example, if you change your own oil, keep receipts as proof that the oil and filters were actually purchased. Remember to follow the required maintenance listed in your owner's manual and keep a log of the maintenance performed. Both could come in handy if there are any questions concerning repairs made under warranty.
	If you opted for an extended warranty, you may be able to have work performed by someone other than a franchised dealership. But authorization may be required. So be sure to consult your warranty before having the work done.

How do I find the right repair shop?

It's a good idea to "test-drive" a repair shop before you need one. Ask friends, family and co-workers for recommendations. Automotive facilities know that "word-of-mouth" referrals are their best form of advertising. Check with local consumer groups about the shop's reputation. Try to find one with convenient hours and one that is close to where you live or work.

If you can, first take your car in for a simple repair. You should be able to judge both the quality of the work and whether they keep their appointments. Once there, check for a neat, well-organized facility. Look for clean and modern equipment in the service bays. Try to meet the owner or service manager. This will give you an idea of who you're doing business with. The staff should be friendly and able to answer your questions. Membership in the Better Business Bureau, ASE Certification, AAA-Approved Auto Repair status, as well as professional and community service awards, are also good indications of a reputable business. All policies, rates, guarantees and payment methods should be posted as well.

What can I do to make the repair go smoother?

First, call for an appointment. If possible, try to avoid the busiest days, normally Mondays, Fridays and Saturdays. By all means, try not to hurry the mechanic. Give him enough time to do the job right. Feel free to ask questions if you don't understand the repair. When he's finished, ask to see old parts as proof that the work was done and make sure factory-recommended parts were used. And feel free to test-drive the car to see if the repairs were done to your satisfaction.

I know nothing about repair costs. How can I make sure I'm being charged a fair price?

If you expect a major repair involving a lot of parts and labor, it's a good idea to get a second estimate. If the price you were quoted is based on a particular labor rate, ask what the rate is. Rates vary and can greatly affect the cost of the job.

If you're more technically minded, you can ask to see the "flat-rate manual." Many establishments base their rates on this guide. When a shop is using a flat rate for labor charges, it usually won't charge beyond the amount listed unless the job goes into repairs it did not anticipate (like a valve adjustment that turned into a valve replacement). The only way to feel comfortable about the price is to feel comfortable about the technician.

Do I really need a second opinion?

It depends on the repair or service. You wouldn't necessarily get a second estimate on something as minor as an oil change, but if you're having major repair work done or you've never used a facility before, the answer is yes. Especially if the price you were quoted is for a specific job and the car can still be driven. We often get a second opinion when our health is involved, so why not do the same for our cars?

Remember, it's not good to jump at one estimate just because it's the lowest. A lower price may mean shoddy work. Know what you are paying for and what the estimate includes.

In short, make sure you're comparing apples to apples when comparing estimates.

How do I tell the mechanic what's wrong?

Accurately describing the symptoms and circumstances of a problem can help the technician in locating the trouble and in making the repair.

First of all, be specific. Just as you would with your doctor, tell him where it hurts and how long it's been that way, but let the professional make the diagnosis.

At many places you may be dealing with a service manager. If a service manager is not available, try to talk to the technician. Tell him when the problem occurs: Is it constant or periodic? Is it better or worse under certain circumstances? When the engine is cold or warm? At all speeds? When stopped? During braking or shifting? How long has it been that way? What does it sound like? Remember, the more detailed information you provide, the more quickly and accurately the problem can be diagnosed and corrected.

Should I get a written estimate?

A written estimate helps prevent the "five-o-clock surprise" -- paying more than expected when you pick up the car. First, make sure all parts and services are itemized. Be careful of blanket statements such as "check and correct transmission noise." You could wind up paying for a new transmission. Ask exactly what the work will entail and how much it will cost. If additional work or charges are necessary, make sure there's a notation on the estimate to call you.

Also, if you ask for diagnostic work to find the source of a problem, expect to pay for it. It's best to always get full details on what's involved before any work is done -- especially if you've never dealt with the repair shop before.

What if the repairs are not completed to my satisfaction?

If after paying for a repair, the work is not to your satisfaction, take the car back immediately. Give them an opportunity to correct the problem. Going to a second repair shop will likely start the diagnosis and repair process all over, costing you additional time and money. The original repair shop will know what work has been done and will probably take the necessary steps to fix the problem.

If you can't reach an agreement, see if the repair facility has arrangements with an arbitration service such as the Better Business Bureau (BBB) or the American Arbitration Association. If it doesn't, put your complaint in writing to the repair facility. Mail copies to your area consumer protection bureaus and the BBB.

A good letter works wonders when sent to the right people. State just the facts. No threats, apologies, anger or legal terms. Include your name, address and telephone number; the name and location of the facility; make and model of the car; and how much the problem cost you. Keep a copy for yourself.

In most cases, this type of letter gets some action. If it doesn't, you may then consider Small Claims Court. The fees are often reasonable and you usually don't need a lawyer.

I see the letters A.S.E. in a lot of places. What do they mean?

The independent, nonprofit National Institute for Automotive Service Excellence (ASE) is the only industrywide national certification program for automotive technicians. ASE means the person performing the work has passed certain tests on car repair.

Technicians must have qualified experience and pass standardized exams on brakes, transmissions, electrical systems and engine performance (among others) before certification is given. Keep in mind, certification is a sign of competence, but it should not be your only consideration when choosing a repair facility.

Q.	I know there are warranties covering the parts, but is there a warranty on the actual work itself?
A.	Frequently, repair outlets back their work as well as their parts in writing. It may be simply stated: "All parts and labor are guaranteed for three months." Don't be shy about asking to see the warranty to know what it covers and for how long. Nationwide warranties are available through many facilities, so shop around. Before leaving, get a copy of the warranty. Should you have a problem later, you'll need to bring your repair order, receipt and the warranty certificate.

Today's automobiles are so technically complex that even the most accomplished do-it-yourselfers can't master all the repairs. And repairs to any car are inevitable. Considering that most people will need their vehicle serviced more often than any other product they own, it's important to know how to choose the right mechanic and repair facility.
Q. Just what are my choices when it comes to car repair?		Q. How do I tell the mechanic what's wrong?
Q. My car's still under warranty. Do I have to take it to the dealer for repairs?		Q. Should I get a written estimate?
Q. How do I find the right repair shop?		Q. What if the repairs are not completed to my satisfaction?
Q. What can I do to make the repair go smoother?		Q. I see the letters A.S.E. in a lot of places. What do they mean?
Q. I know nothing about repair costs. How can I make sure I'm being charged a fair price?		Q. I know there are warranties covering the parts, but is there a warranty on the actual work itself?
Q. Do I really need a second opinion?