Vehicles

Repairing Your Vehicle

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 consumer rights.

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.

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

How to Choose a Repair Shop

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.
• Check with our office to see whether there is a record of complaints about a particular repair shop.
• Make sure the shop will honor your vehicle's warranty.
• Look for shops that display various certifications - like an Automotive Service Excellence seal. Certification generally 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 technician or shop has experience working on the same make or model vehicle as yours.
• 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.
• If you decide to get the work done, ask for a written estimate.
  • It should identify the condition to be repaired, the parts needed, and the anticipated labor charge. Make sure you get a signed copy.   
  • Because often the full extent of damage cannot be determined until the work is begun, you should get in writing that the shop will contact you for approval before they do any work exceeding a specified amount of time or money.  
  • After the work is performed, get completed repair orders 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.
  • You can ask for all replaced parts.

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. Prices and quality of these parts vary.
• Aftermarket Crash Part – means a replacement for any of the non-mechanical sheet metal or plastic parts which generally constitute the exterior of a motor vehicle, including inner and outer panels.  Prices and quality of these parts vary.  Arkansas regulates the use of aftermarket crash parts by requiring:
  • In estimates, a written notice with specific language if the estimate of repair is based on use of aftermarket crash parts;
  • In insurance repairs, notice in the policy if aftermarket crash parts will be used in repairs of your vehicle; and
  • In warranty repairs, your written consent if the manufacturer intends to use aftermarket crash parts.
• 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 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. 

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 with our consumer protection division to determine whether it has complaints.

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 our office for help.
• Another option is to file a claim in small claims court where you may represent yourself and avoid the expense of an attorney
• You may seek the advice of an attorney.