Information provided by AAA Approved Auto Repair Service
Part 1

No one enjoys taking his or her car into the shop. It is time-consuming, inconvenient, and even the savviest consumer feels a twinge of paranoia when setting foot in a garage. We worry about dishonest and incompetence.

The average American spends more than $7,000 on vehicle-related expenses for every 15,000 miles of driving. Most of us pull out the checkbook or credit card with the nagging fear that we are being overcharged. One reason we feel exploited: Most vehicle owners are unaware of the extensive training and certification automotive technicians undergo throughout their careers, therefore we lack confidence in the technician’s ability.

We also lack confidence in our ability to understand and communicate our automotive needs. Study after study reveals that consumers find automotive repair and maintenance experiences stressful.

So, what’s car-owner to do? How can you ensure successful and stress-free repair and maintenance experiences? This write up is designed to help you have a better understanding of the procedures used to repair a vehicle today, the skills and experiences your technician has, and hoe you can partner with your technician to keep your car on the road.

Not Your Father's Auto Mechanic

IF YOU STILL ASSUME YOUR CAR IS SERVICED BY A GREASE MONKEY OR Vo-tech grad that lacked career options, your thinking is as out-of-date as a Model T. Auto repair is now a high-tech industry. Today’s car has more computing power than the spacecrafts used in the Apollo missions.

The “shade tree mechanic” is no more. Today’s technician is in a demanding and rapidly changing profession. And to stay in a very competitive business, a shop must be operated as a business committed to quality service, control of overhead, and good customer relations.

Consumers willing to improve their communication with technicians can ensure that repair facilities deliver reliable work at a fair price. A spirit of partnership speeds accurate diagnosis and saves you money.

Computer Dianostic: Another Term for Rip-Off?

If a technician just hooks my car up to a computer that spits out the problem, why should I pay for that?

It doesn’t quite work out that way. A diagnostic computer is typically a handheld device that plugs into a service port on the car and allows the technician to view the same data that the computer accesses. The diagnosis does not pop up on the screen, however. The technician must read voltages, vacuum readings, and other data to determine which parts are operating. Or is the connection bad? If a system is failing, the computer will store a code that helps the technician find the root cause of the problem.

Vehicle repair without computer diagnostics is based on an educated guess. Technicians rely on computer diagnostics just as doctors analyze medical test results before performing surgery. Like doctors, they must have the training and experience to interpret the data delivered by sophisticated tests.

What Should I Know About Estimates?

Labor rates vary across the country. The range is from $30 to $150 an hour. Many factors go into determining a labor rate, such as: 

• Cost of Labor in your area
• Types of vehicles worked on
• The repair facility’s overhead
• Skill level and certification of technicians

Keep in mind that your technician does not receive the hourly rate you are quoted. This rate reflects his pay plus overhead expenses for the facility, such as utilities and equipment leases. Because so much diagnostic and repair equipment is now needed, running a garage is not a low-overhead business. For example, a front-end alignment machine can cost around $40,000. The purchase or lease of new equipment, such as transmission, power steering and coolant flushing machines, also is expensive.

Diagnostic work and some types of computer and electronics work will not be charged at a “flat rate.” By its nature, the time can’t be accurately estimated in a book.

In considering an estimate, make sure you understand everything that will be replaced and what kinds of replacement parts will be used. An estimate should clearly state what work will be performed and which parts (if any) will be replaced.

Like so many things in life, cheapest may not always be best. The quality of parts and labor vary widely. It is very difficult for most of us to determine the individual quality of either. Auto parts come in many different packages and with many level of quality. In most cases, you get what you pay for.  Ask the shop what types of parts are being installed. Are they original equipment or a professional line made by a reputable company? If not, you may end up with a smaller repair bill but much bigger headaches.

Preventing Misunderstandings

If you want your old parts returned, ask before the work begins.

When you read your repair order, ask questions about anything you don’t understand. Look for specifics in the repair order, such as: “Check for hesitation as engine warms up.” If the repair order is vague, ask that it be rewritten or enhanced.

Get a written estimate. Don’t be surprised if you see a hefty charge for computer diagnostics, some problems require more diagnosis time than does the actual repair chasing computer wires to find a short, for example.

Understand that when you sign a work order, you agree to be responsible for the charges.  Be available by phone while your car is worked on to avoid delays.

Better Communication Translates to Better Service

To receive the most efficient and accurate vehicle repair, a consumer must provide the clearest and most compressive information possible. You know car and will be the first to notice when performance changes. You will also know your car's repair and maintenance history. The more information you can share with a technician, the better prepared he is to identify problems.

Many people jump to a diagnosis so they seem knowledgeable hoping that a specific request for "just tune up" prevents a repair facility from piling services they don't need onto their bill. A better tactic is to describe symptoms as you would with your doctor. It's fine to look at the troubleshooting chart in your owner's manual, but let the expert do the diagnosis.

The more specific and thorough you can be about your vehicle's performance, the more you help the technician zero in on the driver's side and passenger side (not the left or right side) of the car.

Ideally, put your observations in writing. If you go into the shop with a written list, that's a good safeguard that you will provide thorough information without forgetting anything.

Sharing information empowers you and the technical expertise to define the problem, but your observations are critically important.

You may feel some of your observations are a little silly or irrelevant, but note them anyway. Full disclosure will save the technician time. If you do not share what you know about your vehicle, the bet case is that the diagnosis will cost you more; the worst case is that needed repairs will not be made and you could endanger yourself and your passengers.