Paranoid Pete is worried. His car needs service but he can't decide
where to take it. He's attracted by the white lab coats and large,
clean facilities at the dealership, but the resemblance to a hospital
extends to the computer generated bill. He can never get out for
under $200, it's hard to communicate with the people actually doing
the work, and they can never fix the annoying rattle or erratic
electrical short. He's heard good things about Precision Auto, a
small independent shop, but his past experience with such places
has been mixed. He lost tools from his trunk once, they always seem
to leave grease on the steering wheel, and some of the people hanging
around look kind of shady. Then there's Joe's Texaco, friendly but
not confidence inspiring. Sometimes you wait for parts and sometimes
the mechanic takes the day off. They never call when they say they
will.
When it comes to auto repair many of us are like Paranoid Pete.
We're aware of some of the tradeoffs between convenience, security
and price, but we don't know enough to feel comfortable with our
decisions and we realize we're not really in control. There's always
some inconvenience and some risk. The trends are favorable, however,
and there are easy ways to improve the odds of getting good value
for your money.
Reliability At A Price. Reliability
is just one factor you consider in buying a car and it's just
one factor manufacturers consider in designing one. Cars are getting
more reliable even as they get more complex, thanks to technical
advances, but they also cost more--more to buy and more to maintain,
even though less service is required. Either technicians need
more equipment and more training for diagnosis and repair, or
expensive modular units must be replaced. If something unexpected
needs attention, getting at it can be time-consuming. Styling
and performance needs often compromise ease of repair. Replacing
a headlight isn't always easy these days. In many ways automobiles
are becoming like the small household appliances that say "Attention:
Do Not Disassemble. No user-serviceable parts inside."
A Changing Industry. These changes
to cars have changed and shrunk the auto repair industry. Gas
stations are more likely to sell bread than tune-ups. Dealers
are getting more of the business. (Longer warranties have helped
them, too.) Independent shops have had to specialize. Hourly labor
rates have climbed dramatically. Franchises have acquired new
pieces of the market: mufflers, tires, transmissions, tune-ups,
oil changes, etc. With more choices, more specialization and less
frequent service needs, we are less apt to know a repair facility
through long personal experience. Without that experience we must
rely on other people's opinions, appearances, ads, guarantees
and legal protections.
Tradeoffs. Price, convenience,
features, reputation--the same factors are important in choosing
a repair facility as any other service or product. No one else
will balance these factors quite the same way you do, but other
people's opinions are important. Ask around, look around. Here
are some general tendencies:
Dealerships. Highest prices, best
facilities. Often located far from employment centers. May offer
shuttle services but seldom loaner cars. Best access to parts
and latest factory service bulletins. Specialization--service
manager, team leader, service technician, cashier--can make it
difficult to relay the symptoms of a problem to the person doing
the work or to get a complaint resolved, or it can help everyone
do more of what he does best. Most people use a dealer while their
car is under warranty, but it is not required.
Franchises. Often emphasize convenience
and speed. Always worth checking for price when you need what
they specialize in. Beware of being sold unnecessary parts or
service. Help tends to be lower paid and trained in much narrower
areas than traditional auto mechanics.
Independent Shops. The best and the worst. Like new restaurants
that get "discovered," a small shop started by a master
mechanic may have growing pains once the clientele grows and the
mechanic must act as mostly a manager. Avoid places that "specialize
in all cars foreign and domestic."
Service Stations. The ones that do a lot of repair work now usually
don't sell a lot of gasoline. Often the cheapest and most convenient
for routine services: oil change, tire rotation, coolant, belts
and hoses. Be sure they can get the right parts on time at a fair
price before committing for major work.
Legal Protection. If you shop carefully
and match your needs to the repair facility, problems should be
rare. The nature of the business makes some disputes inevitable,
however, and some places are dishonest. Here are some legal rights
you should be aware of:
Written Estimate. Most states require
written estimates and forbid charging much more than the estimate
without your further authorization. If diagnosis requires tearing
down your car's engine or transmission, be sure you are clear
what will happen and what it will cost if you decide not to go
ahead with repairs. Never sign a blank work order.
Replaced Parts. You should look
at or take back your replaced parts. Most states require that
they be offered to you. Have a mechanic elsewhere check them if
you suspect the part's didn't come off your car or didn't need
replacing.
Warranties. Take the car back if
the problem isn't fixed. Everybody hates "comebacks,"
but they're part of the business.
Mechanic's Lien. With rare exceptions,
you'll have to pay what the repair shop says you owe to get your
car back. If there's a dispute, it's usually necessary to pay
the whole amount and then sue in small claims court for a refund.
It may seem unfair but it sure helps mechanics get paid. Call
your lawyer for advice.
