You too can avoid an auto repair scam; all it takes is some due diligence and follow up according to advice released by the Better Business Bureau’s news center. Auto repairs have traditionally generated a high number of complaints and 2011 is no exception. The BBB has received nearly 11,000 reports so far from disgruntled consumers about the companies that have attempted to fix their cars. A number that doesn’t compare well with the 12,682 complaints the bureau fielded in all of 2010.
So what does the agency that deals with a seemingly endless flow of consumer anger say about avoiding auto repair scams? First, consumers should start with a written estimate so that they don’t get caught in a “he said, she said” situation with no proof to rely upon. And that’s according to the bureau’s CEO, Stephen A. Cox.
In addition, the BBB emphasizes getting at least three referrals from friends and co-workers and checking the credentials of the shop that you are considering. This would include possibly matching the certifications of the shop to the job you are having done so that there is a higher probability that your car will be repaired by a specialist. And of course check out the company with the BBB to make sure that they do not have a history of complaints and unresolved consumer encounters.
The news center item emphasizes asking questions about automotive terms or procedures that you don’t understand. This reminds me of a discussion I heard about the current trend that finds that women are more likely to handle the repair of the family car. In fact, J.D. Power found that 65 percent of auto repair consumers are women.
The auto repair industry person involved in the debate surmised that this was due to the reluctance to ask questions on the part of the male of the household. This is a trait, he contended, that is not shared by women. As a result, women have become better informed about cars than their male counterparts who would rather remain in the dark than admit to a lack of automotive knowledge.
The BBB suggests that when picking up your vehicle you get a staff member to point out any
major components that were replaced. Also, be sure to get all warranties in writing. You should insist upon an itemized invoice that shows both the parts’ price and the labor charged for each operation.
One sales technique not mentioned by the BBB is low-ball advertising. For example, brake specials are used to attract customers but then upon inspection they are informed that much more work is needed and that the special price isn’t applicable. John Dingman, a California Bureau of Auto Repair representative told Bankrate.com, “If it sounds too good to be true, it probably is.”
The California B.A.R. is probably the most aggressive agency of any state in finding and sanctioning offending repair shops. It utilizes sting operations as well as consumer driven complaints to protect its citizens from car repair predators, so it makes sense to heed any words of advice it offers.
BBB News Center, Do Your Research Before Driving into an Auto Repair Scam
Lucy Lazarony, Steering clear of auto repair scams, Bankrate.com
John DeCostanza, You Do The Dishes I’ll Get The Car Repaired, The Car Connection