What to Do when Your Auto Repair Shop Can’t Get it Right

You have always had a great relationship with your auto repair facility. They have performed well and have been conservative about suggesting additional work that they think you might need. Their prices, while not inexpensive, have seemed to be fair and your car has always been ready when promised.

Then it appeared a pesky check engine light that they just couldn’t get to stay out. It required repeated visits back to the shop and the bills are beginning to become a drag on your budget. So where do you go from here?

Let us assume that there is no question of the shop’s integrity and that this is most likely a perfect storm of wrong decisions and missed opportunities that have come together under your hood. Here are steps to take which may resolve the problem while preserving the rapport you have with the shop.

Be honest – While keeping emotion out of your discussion tell the management just how you feel about the faulty repairs. Emphasize your history with the shop and that you have always accepted their diagnoses without question but that this time the repeated re-visits and mounting costs have shaken your faith in their ability to repair your vehicle. Conclude your contact with the question; do you think that you will be able to repair my car?

Establish a plan- If the answer to the question is “no” that they cannot solve your car’s problems. Politely say that you appreciate their frankness and that you will find another shop to fix this specific problem. Tell them that once the issue is resolved by the second shop that you would appreciate some adjustment of the previous charges for the unsuccessful repairs

If the answer is yes that they are confident that they can repair your car, you must be clear and firm about what you are willing to pay for going forward. Mention the investment that you have already made in this repair and that you feel that you would like some consideration for it. By doing this you are leveraging your value as a loyal customer and your willingness to allow the shop to finish the job. Also be specific about the estimated completion time of the project.

Consider it an opportunity – Take the “glass half full” approach to the entire episode. This problem has exposed the repair facility at its very worst. It has been a stress test for not only their competence in auto service but also their commitment to their customer’s satisfaction. The view from the other side of the counter is one which looks very expensive. This business has expended unproductive man hours and lost resources that will never be regained. So let this be the shop’s litmus test and factor in how the shop handled the problem into your decision as to whether you want to continue bringing your vehicle to them.

The inherent complexity and increasing number of interrelated systems populating the hood and passenger’s cabin of vehicles can at times cause the most competent and experienced technician to recoil in frustration. On occasion the question for the consumer can be how much inconvenience is tolerable.

Source: Personal Experience


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