Industry of the Month: Auto repair and service

Auto repair and service businesses were in the top 10, out of 1,700 industries, for both inquiries and complaints to your BBB Serving Northwest Florida in 2009. By highlighting an industry each month that had the most activity last year, BBB hopes to proactively provide the information that consumers seek from us as the leader in advancing marketplace trust.
If you’re having car trouble or just looking for a business to perform routine maintenance, your BBB offers tips to find a reputable auto repair shop:

• Shop around before you need a mechanic to avoid being rushed into a last-minute decision.
• Ask friends, family, and other people you trust for recommendations. Get a free Reliability Report from your BBB on a specific business or request a free list of all BBB Accredited auto repair businesses in the area. Check with the state Attorney General’s office or Department of Consumer Services to see if the business has a record of complaints.
• Shop around by telephone for the best deal, and compare warranty policies on repairs.
• Ask to see current licenses.
• Make sure the shop will honor your vehicle’s warranty.
• Look for shops that display various certifications - like an Automotive Service Excellence seal. Certification 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 model vehicle as yours.

Understanding repair charges
Before having work done, ask how the shop sets its prices. Some charge a flat rate for labor based on an independent or manufacturer’s estimate of the time required to complete repairs. Others charge based on 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.
Shops that do only diagnostic work and don’t sell parts or repairs may be able to give you an objective opinion about which repairs are necessary.
Before starting repairs, ask for a written estimate that identifies the condition to be repaired, the parts needed, and the anticipated labor charge; get a signed copy. The contract should state that the shop will contact you for approval before doing any work exceeding a specified amount of time or money.
When considering parts to be repaired or replaced, it’s important to understand parts’ classification:

• New: Parts are made to the original manufacturer’s specifications, either by the vehicle manufacturer or an independent company.
• 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, but their reliability is seldom guaranteed.

For additional information you can trust, start with bbb.org.