Don't Want to Get Ripped Off on Car Repairs? Ask These Five Questions
Over the past twenty years, I have worked with thousands of shop owners, so I know all too well what the bad, unethical shops do, as well as what the good guys do. If you want to make sure you are never ripped off by a repair shop, I can certainly help.
If you want to find the right repair shop, you need to ask the right questions. When you do, it is imperative not only to pay attention to the answers the service advisor or shop owner provides, but to pay careful attention to how they respond as well. If they seem unprepared or uncomfortable when you ask these questions, there is a good chance you are speaking to the wrong shop.
1. How long have you been in business? Is the shop still under the original ownership?
Although there is no guarantee, I’ve found that bad shops typically get what’s coming to them within the first five years. Law suits, degradation of reputation, and/or poor business management inevitably leads to their demise. In some cases, a good guy can sell to a bad guy, so even if the shop meets the “five years” requirement, make sure it’s been under the same ownership. Don’t get me wrong—not every shop that has been open less than five years is an unethical shop, but if a shop meets this criteria, it's usually a positive sign.
2. Do you employ certified technicians?
Although a tech can be highly-skilled and never take the time to become certified, I’ve found that there is something to be said about the techs who do take and pass the tests to become certified. Beyond that, any shop owner that requires their techs to be certified is generally professional, and likes the assurance provided by this certification. Having their techs go through the certification process shows the pride and commitment of a shop owner.
3. Are your shop employees required to participate in a drug-free workplace program?
I have discovered that shop owners who have this requirement genuinely care about the safety of their customers. Of course they realize that they might miss out on some great technicians, but they are willing to pay that price in order to protect their customers. This commitment to a drug-free workplace is a testament to their character, as well as their professionalism.
4. How will you go about diagnosing my vehicle? What are my options when it comes to the repair?
This question puts the shop owner (or service advisor) on the spot because they have to explain their diagnostic services in detail. It not only helps you prevent any potential surprises, but it forces the shop owner to tell you whether or not they explore all possible repair options for their customers. This is what good shops do. If they offer just one solution, it might be good for them, but it's a disservice to you.
5. What type of warranty would come with the repair or service?
In today’s competitive environment, you should expect to receive at least a one-year part and labor warranty. Many shops today offer two-year warranties. All warranties should be in writing, and ideally, should be honored by other repair shops.
Please understand that if a shop owner or service advisor does not answer these questions in the optimal way, it is not an absolute indication that the owner runs an unethical shop. Similarly, there is not a 100 percent guarantee that a shop owner who answers these questions the right way provides fair and ethical service.
However, if the shop owner answers these questions in an affirmative, seamless way, it's a very good indicator that you are dealing with an ethical, honest repair shop.
Cartoon courtesy of alex-in-languedoc.blogspot.com
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About the Author
Guest Author is an automotive expert at RepairPal, the leading online source of auto repair resources and estimates. With many ASE Master certified mechanics on staff who have decades of experience, RepairPal knows all the fine points of car repair.
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