Sunday, October 14, 2012

Avoiding Car Repair Fraud

2:05 PM    


My husband is at the auto repair right now.  The Bentley repair manual, estimated the job at 5 hours. The shop only took 3.5 hours, but they are going to charge him for the 5 hours that this book estimates. I am doing some research on the ethical of this move.

In my search, I found this great article, and decided to share it with you guys!


Basic information everyone should know: The best way to avoid auto repair fraud is to be prepared. To Know how your vehicle works and to identify common car problems is a start. It's also important to know how to select a good auto repair technician, what kinds of repair questions to ask, and your consumer rights to recourse of action. The Federal Trade Commission (FTC), the American Automobile Association (AAA), and the National Association of Attorneys General (NAAG), supply information about your automobiles that may help you keep auto repair mistakes to a minimum.

How to Choose Car Repair Facilities

  • 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 regretful decision
  • Shop by telephone for the best prices, and compare warranty policies on all repairs
  • Check for current licenses if state or local law requires repair shops to be licensed or registered. Also, your state Attorney General's office or local consumer protection agency will record of complaints about a particular repair shop so check before you take your car for repair
  • Make sure the auto repair shop will honor your vehicle's extended warranty if you have one

How to Choose a Qualified Certified Technician

  • Look for shops that display various certifications - like an Automotive Service Excellence (ASE) 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
      • Ask if the mechanic or shop has experience working on the same make or model vehicle as yours

Repair Charges: Understanding the Meaning


Before you agree to have any work performed, ask shop labor rate and the full price on parts and supplies. Most shops charge a flat hourly rate for labor time. This published rate is based on an independent or manufacturer's estimate of the time required to complete repairs. If you need complicated or expensive car repairs, or if you have any questions about recommended work, consider getting a second opinion from another vehicle repair facility. Most shops have a diagnostic charge if you decide to have the work performed elsewhere. If you decide to have the work done they usually will roll the charge into the repair. If you decide to get the work completed, ask for a full written estimate.

What should a full 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
  • 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.

What are the consequences of postponing maintenance?

Many parts on your vehicle are interrelated. Ignoring maintenance can lead to trouble: 


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.


What warranties and service contracts apply to vehicle repairs?

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.
Check with the Federal Trade Commission or your state or local consumer protection agency for information about your warranty rights.

Service Contracts

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.
  • The repairs to be covered.
  • Whether coverage overlaps coverage provided by any other warranty.
  • The deductible.
  • 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. Check it out with your state Attorney General's office or local consumer protection agency.

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. If that doesn't work, contact your Attorney General or local consumer protection agency for help. These offices may have information on alternative dispute resolution programs in your community. Another option is to file a claim in small claims court. You don't need an attorney to do this.

Heading Off 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. 

Wet spots

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 anantifreeze 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

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- sulfur smell - usually indicates a problem in thecatalytic 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

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 mean:

  • Squeal - A shrill, sharp noise, usually related to engine speed:
Loose or worn serpentine belt.
  • Click: A 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: A high-pitched, piercing metallic sound; usually occurs while the vehicle is in motion:
Caused by brake wear indicators to let you know it's time for maintenance.

  • Rumble: A low-pitched rhythmic sound.
  • Defective exhaust pipe, converter or muffler.
  • Worn universal joint or other drive-line component.
  • Ping - A 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 - A rhythmic pounding sound:

Clunk - A random thumping sound:


Loose shock absorber or other suspension component.


Loose 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.

Brake problems have several symptoms. Schedule diagnosis and repair if:



The following symptoms indicate engine trouble. Get a diagnosis and schedule the repair.

 Transmission problem


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.


Tune-up - The old-fashioned "tune-up" 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.

Auto repair is the number one service fraud in the country, so protect yourself and for more information, contact:


  • Bureau Of Automotive Repair 1-800- 952-5210
    • Autorepair.ca.gov - for California (substitute your state two letter abbreviation for the website in your area)
    • BBB - Better Business Bureau

Federal Trade Commission
Consumer Response Center
Washington, DC 20580
202-326-2222
TDD: 1-866-653-4261

The main office of your local American Automobile Association (AAA) motor club, listed under AAA in the telephone directory.

Your State Attorney General
Office of Consumer Protection
Your State Capital

Many Attorneys General have toll-free consumer hotlines. Check with your local directory assistance.



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