Auto Repair Information
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
rights as a consumer. 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.
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.
• Do a search for complaints with the BBB, or
utilizing an internet search engine to know whether
there's a record of complaints about a particular
repair shop.
• Make sure the shop will honor your vehicle's
warranty.
Is one repair technician better than another?
• Certifications: 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.
• Experience: Ask if the technician or shop has
experience working on the same make or model vehicle
as yours.
Repair Charges
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.
Preventative 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.
Protecting Your Auto Repair Investment
What warranties and service contracts apply to
vehicle repairs?
As for warranties, 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. If you
have a problem with your car while it's still under
warranty, follow the manufacturer's requirements,
which may include having repairs made at an
authorized, franchised dealership, to keep your
warranty in effect.
Also, 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, including its deductible.
• Repairs to be covered.
• Whether coverage overlaps coverage provided by any
other warranty.
• 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.
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. Also view How To Complain To
A Business [link to that BCP article.]
Avoiding 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 may mean:
• Squeal (shrill, sharp noise usually related to
engine speed): loose or worn power steering, fan or
air conditioning belt.
• Click (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 (high-pitched, piercing metallic sound
which usually occurs while the vehicle is in
motion): caused by brake wear indicators to let you
know it's time for maintenance.
• Rumble (low-pitched rhythmic sound): possible
defective exhaust pipe, converter or muffler; worn
universal joint or other drive-line component.
• Ping (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 (rhythmic pounding sound): possible
worn crankshaft or connecting rod bearings; loose
transmission torque converter.
• Clunk (random thumping sound): Loose shock
absorber or other suspension component; oose 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.
Troubleshooting
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
Nevada Consumer Affairs Division
1850 East Sahara, Ste. 101
Las Vegas, NV 89104
Telephone (702) 486-7355 • Fax (702) 486-7371
Outside Of Clark County: 1-800-326-5202
Better
Business Bureau
Southern Nevada
2301 Palomino LN
Las Vegas, NV 89107
702 320-4500
Northern Nevada
991 Bible Way
Reno, NV 89502
775-322-0657
American Automobile Association (AAA) motor club
1-800-922-8228
Federal Trade Commission
Consumer Response Center
Washington, DC 20580
202-326-2222
TDD: 1-866-653-4261
