MOTORIST TIPS

Do your homework. If you are new in the area or are looking for a new repair shop, start asking your friends and associates now for their recommendations. You are more likely to make a good decision when you are not rushed into it.

Follow the servicing recommendations of your owners manual. The manufacturer knows what it will take to make you want to buy another vehicle from them, so use their recommendations as the basis for your servicing decisions.

Put it in writing. If you are having specific problems or symptoms, list them in as much detail as possible. An accurate description of the symptom can result in reduced diagnostic times saving you many dollars on your final bill. This list should include a mention of any unusual noises, smells, changes in performance, etc. that you may have noticed, even if you don't think they are related to your primary concern. You know your vehicle better than anyone else and therefore may recognize unusual situations that would not be apparent to someone else.

Stick with one facility. Like using a doctor, cultivate a good relationship and use one shop for all your service needs, this greatly improves the odds of your happiness in the long run. It also allows the shop to maintain complete records on your vehicle to aid in providing better service.

Write down your exact mileage when you arrive. Add it to the list for the Service Advisor, by California law it must be included on your initial estimate.

Go over the list with the Service Advisor. Answer any questions they may have in order to properly document the situation. Ask the Service Advisor to take a test drive if that will help to demonstrate the symptom. Be sure the work order/estimate that is created covers all the issues you have with the vehicle.

Ask questions. Be sure you understand what is being proposed as work to be done and steps to be taken. If something is not clear, request an explanation in terms you understand. Do not sign anything until you are clear what it proposes.

Don't force the Service Advisor into an on-the-spot diagnosis. Today's vehicles are complex, the same symptom can be caused by many different problems. In most cases initial diagnosis time will be needed before an accurate estimate of final costs can be given.

Be sure the Work Order lists all the work you want performed and the max costs that you will incur for that work. The old maxim of "If it isn't in writing, it doesn't exist" applies in this case. Be sure you understand and agree with what is written as proposed work, this is a contract between you and the shop.

Stay in touch. Inform the shop of a valid phone number to reach you during the day. If that is not possible, agree upon a time that you will call to check the progress on your vehicle. This is critical if your vehicle is going to be completed in a timely fashion. By state law, no work can be performed without your express consent; so if additional problems are found and you are not available for a decision, work on the vehicle must be stopped. This could result in your vehicle not being repaired in the time period you would prefer, so be sure you stay in contact with the shop or notify them where they can reach you.

Clarify the policy on guarantees and payment. Most shops require full payment to return the vehicle to you. Be sure they accept whatever form of payment you intend to use. Also ask what kind of warranties/guarantees are provided for finished work. A minimum of 6 months or 6,000 miles on parts AND labor is standard. (see Choosing The Right Repair Shop)

Sign the Work Order/Estimate and take a copy with you. This is the law in California. This is a contract between you and the facility, so it is also important for you to have a copy to refer to if you have questions later in the process.

Review what was done. Have the Service Advisor go over each item on the Invoice and explain exactly what was done, including parts used. All work performed should be described with an amount shown for that portion of the job. Beware of a general listing of work done with a final total only, descriptions and costs should be specific to avoid any misunderstandings.

Get a copy of all inspections. If inspections were performed as part of the work done, be sure to get a copy. You will want the results of that inspection, with a detailed listing of what was checked and what was found, for your files.

Do not pay for the work until you are satisfied with the explanations given. The amount charged should never be more than the amount you have approved, including additional authorizations you may have given by phone. By California law you are not required to pay more than what you have approved, excluding tax.

Resolve problems immediately. If there is a problem with the transaction, ask to speak with the Manager immediately to resolve it. If that is not possible, pay the bill but note on the work order the problem you have so it can be resolved at a later date. Shops are not required to release the vehicle until the bill is paid, but noting problems will give you the needed verification of a situation should future action be needed.

If you are happy with how you were treated, let the shop know. A kind word will go a long way to assuring continued excellent service in the future.

Tell others. Sending others to a shop that you have had good results with is another excellent way of assuring excellent service in the future. Good shops depend on referrals to keep their cost of advertising to a minimum. This also allows them to invest more into training and equipment. Telling others is a win for everyone.

Resolve problems. If for some reason the service was not all you expected, don't rush off to another shop. Discuss the problem with the Manager or owner, 95% of all problems are due to faulty communication. Good businesses understand the value of your business and will go out of their way to resolve a problem or misunderstanding. Should that fail, use the channels available to you for third party resolution such as AAA, the Better Business Bureau or the California Bureau of Automotive Repair.

Keep good records. Keep all your vehicle repair paperwork in one file. This is not only valuable to you as a method of staying on top of your vehicle's needs, but is an excellent tool when you go to sell the vehicle.