Six Ways to Avoid Auto-Repair Rip-Offs

Last year, auto-repair complaints ranked fourth among consumer beefs received by the Better Business Bureau. And little wonder. Few of us are lucky enough to know mechanics we trust (despite the fact that, by all accounts, there are plenty of honest mechanics out there). Before we even walk through the door, we're convinced the mechanic is going to take us for a ride. This consumer mistrust is compounded by two important factors: One, most car owners know little about auto repair, and two, there's often a lot of money at stake.

But dealing with a mechanic doesn't have to be frustrating and scary. Here are six things you can do to avoid getting ripped off, and to help your mechanic serve you as best he or she can.


1. Don't sign a vague or open-ended repair order.

Motorists frequently sign the "RO" (car talk for repair order) before they read it. This important piece of paper helps the technician decide where to begin solving your car's problem, so the information must be as specific as possible in order to ensure that the job is done right the first time. "Check transmission performance" or "Repair transmission" are too vague. The repair order should specifically detail the symptoms of your car's problem. For example: "Check for late downshifting and clunking noise during the first ten minutes of warm up." In this case, the repair order should also include the speed at which the downshifting and clunking occurs, whether you're decelerating or accelerating, and any other information that you think is pertinent. The more specific, the better.

The RO should NOT include a diagnosis--that's the mechanic's job. A service writer (the person who writes up your RO) is typically hired for his or her sales skills, not knowledge of cars.

The RO also authorizes the shop to do whatever work is detailed in the document. In other words, when you sign it, you're giving them the go-ahead. So read it over carefully before you sign it, and if it isn't accurate, insist that it be changed.

2. Always get a written estimate.

How many times have I seen it? A motorist arrives to pick up her newly repaired vehicle and is greeted by a "surprise" bill for hundreds, sometimes thousands, of dollars. Don't let this happen to you. Whenever there are unknowns, get a written estimate. (Many states have laws requiring that repair shops provide you with written estimates.) If a shop insists they can't provide an estimate until they pull your engine or transmission apart, take your car elsewhere, even if it means having it towed.

Your estimate should list a maximum possible charge. If you're looking at major transmission or engine work, the estimate ought to include the cost to disassemble, diagnose, and reassemble the component.

And remember, just because a repair shop diagnoses your problem, you aren't obligated to have them do the work. You may decide to have the job done at another shop, or, at the very least, you may take your car elsewhere for a second opinion.


3. Always ask that your old parts be returned to you.

When I recommend that motorists ask for their old parts, they sometimes ask me, "Why bother? I wouldn't know one part from another." It's true that most people can't recognize all but the most common car parts, and it's true that the mechanic could likely fool you by providing a part that didn't actually come off of your car. Nevertheless, by taking the precautionary step of asking for your parts, you're at least making it more awkward and difficult for a dishonest person to rip you off. Plus, merely asking the question sends the signal that you're a savvy consumer.

Remember to make this request before the mechanic begins work on your car; otherwise, your old parts will likely end up in a bin and you'll never see them again. And for cleanliness, request that the parts be placed in a plastic bag.

4. Take your car for a road test and clearly identify the symptoms of your problem before you visit the repair shop.

Many motorists arrive at the repair shop unprepared. A five- or ten-minute road test--without such distractions as the kids, dogs, or dripping cream-filled doughnuts (as good as they are)--will help you to identify your ailing car's symptoms.

Mind you, I didn't say diagnose--that, again, is the mechanic's job. Your job is to identify the problem's symptoms and conditions as clearly and completely as possible. To correctly road test your vehicle, you may have to drive it under a variety of different conditions: at different speeds, in different gears, on bumpy roads, on smooth roads, uphill, downhill, with the AC on and off, with the windows open and closed, etc.

Remember: Car repair is a two-way street. In order for your mechanic to do the job correctly and efficiently, it's important that you provide as much information about the problem as possible.

5. When you pick up your newly repaired car, leave sufficient time for a test drive.

If you pick up your car one minute before the shop closes, and then you discover, on the way home, that the problem still isn't fixed, you could find yourself back at the repair shop the next day, getting blue in the face with a mechanic who insists that the problem is a new one and intends to charge you accordingly.

When you pick up your car, you should allow yourself at least twenty minutes to examine the bill and road test the vehicle. After your test drive, if you're not completely satisfied that the problem has been corrected, take your car back to the shop immediately. Talk to the manager, explain your concern, and ask them to conduct a road test with you in the car. Get the manager to acknowledge in writing that the repair was not done correctly. The person you talk to today may not be at the shop tomorrow, so the more documentation you have, the better--especially if the problem isn't fixed to your satisfaction on the second or third try.

6. Don't be afraid to ask questions.

Good mechanics are like good teachers--they know there is no such thing as a stupid question. So don't be shy. Go over each item on the bill, ask questions about anything you don't understand, and pursue your line of questioning until you get an answer that makes sense to you. A good service provider will take the extra five or ten minutes to explain, in your language--not car talk--the nature of the problem, and what repairs were made. Don't be afraid to say: "I followed you right up until the part about the scratchaframerwritzits, but you lost me after that."

For many of us right-brained folks, words don't always register like they should. If you still have trouble following your mechanic's explanation, ask to be shown (or drawn) a picture, or to see the actual part on the car. And don't forget to thank your mechanic when he or she explains something particularly well.