Compiled with the help of the ASA, ASE, BBB
and the school of hard knocks.
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Start shopping for a repair facility before you need one
- Ask friends and co workers (the ones who don’t break down on the way to work) for recommendations; search online for reviews, consult local consumer advocates like Angie’s list or your BBB.
- Does the shop’s location or services enable you to get back home or to work (life: uninterrupted)?
- Look for transparency: postings like guarantees, acceptable methods of payment, hours of operation, a mission statement or a service promise.
- Does the repair facility handle your type of car or repair work?
- Look for signs of professionalism in the customer service area (or website) such as civic, community, or customer service awards (do they sound like good people?).
- Look for business credentials: bodies such as the Automotive Service Association (ASA), the Better Business Bureau (BBB), the National Institute for Automotive Service Excellence (ASE), the Inter-Industry Conference on Auto Collision Repair (I-CAR), the Automotive Management Institute (AMI) or AAA AAR (AAA Approved Automotive Repair) facility.
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Ask Questions
- Ask if the posted certificates are for someone who will actually be working on your car.
- Does the “Service Advisor” promise to keep your best interest in mind?
- Ask to tour the facility.
- Ask if the equipment used to diagnose and perform the service is up-to-date and are the technicians educated in its proper use?
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Have high expectations
- An estimate (written, if you request) should be agreed upon prior to letting the business begin the repair. The estimate better be “out the door” (no hidden fees, charges or surprises when you come to pick up your car). And the shop should contact you if the services are coming to more than 10 percent over what you originally authorized.
- The whole job (diagnosis, parts and labor) should be under warranty for as long as (or longer than) the industry standard of 12 months or 12000 miles.
- You should receive an itemized invoice of repairs performed.
- They should help you budget for future needs, not rebuild your car every time they see it
- The shop should have some form of customer satisfaction survey.
