Complain about a product or service

Speaking 'Auto Tech' May Improve Car Repair Experience

But don't try to impress the mechanic if you don't know what you're talking about

October 6, 2009
When it comes to car repairs, many consumers find themselves at a distinct disadvantage. Not only are they not mechanically inclined, today's cars are so computerized its hard to keep up when the mechanic starts rattling off the problems and solutions.

However, knowing the language of the auto repair shop may give consumers some added leverage, according to AAA.

For example, before taking the vehicle to a repair facility, write down notes on the vehicle's symptoms and performance so important information is not overlooked or forgotten. Include any observations, even if they seem silly or irrelevant. Use clear, descriptive language when describing the problem.

Describe the symptoms to the technician rather than solutions. Mechanics hate it when you try to tell them how to do their job. Rather, explain what has been seen, smelled, heard and felt while driving the vehicle.

For example, does it vibrate or pull to the left? Explain under what type of driving conditions the problems takes place and how long ago it started.

Try to be precise. A good example is explaining that a rattle under the hood starts at 40 mph or an issue occurs only on cold days after the engine has been running for 10 minutes.

When describing symptoms, refer to the "driver side" and "passenger side" instead of the right or left side of the vehicle.

Resist the temptation to use technical jargon unless you absolutely know what it means. Nothing will cost you more in terms of respect that revealing to a mechanic that you don't know what you're talking about.

Be objective. Explain what is being experienced in terms that do not direct the technician to a single solution. This will help eliminate unnecessary or ineffective work being performed due to misinterpretation or misdiagnosis.

If the vehicle has been serviced recently, bring copies of the previous repair orders rather than trying to explain what work was done. The mechanic might see something important on the repair order that you've overlooked.

Triple-A also says there are some things motorists can do to help protect themselves from unexpected charges or unneeded repairs. Ask questions if the technician uses jargon that is not understood or if something is not clearly explained. A quality auto technician should be willing to take time to clearly explain the problem in advance of the repair and the proposed solution.

If the technician does not explain the problem and the remedy in a clear and convincing manner, or suggests the repair is too complicated to explain, consider seeking a second opinion from another shop.

Always read the repair order before signing it and authorizing any work. Look for specific instructions detailing the maintenance to be done, or the condition to be corrected and work to be performed. If the language is vague or unclear, such has 'fix engine noise,' ask that it be rewritten. In some cases it makes sense to ask that a diagnosis be performed and an estimate provided before a final repair is authorized.

Read over the bill, and question any charges that are not clear. Insist on descriptions of parts, not just the serial numbers, be listed on the final invoice. In some cases, motorists might want to specify in advance that the shop will show them the parts that are to be removed and replaced on the vehicle.

Before authorizing a repair, be sure to obtain a written description of the warranty the shop provides, including the warranty on parts as well as labor. Most repairs should carry a warranty of at least 12 months and 10,000 miles.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |