ALT-7 How to Avoid Scams at an Automotive Repair Shop
Taking your car in for automotive maintenance or repairs can be stressful and frightening. I have spent over twenty years helping people to care for their vehicles in dealership parts and service departments. I always made it my policy to be honest and caring about my clients. I will share with you the things that I teach my children about having their vehicles serviced. There are a few basics. First of all educate yourself about your vehicle and its maintenance schedule. Everyone who owns or drives a car should read and understand the owner's manual. When you find things you don't understand
take the book to the vehicle and try again. If you still can't grasp some concept or operation call your dealership. Start with your salesman, ask them to explain. He or she should be able to help you with many things. When your salesman is unable to help, ask that he introduce you to the dealership's most helpful service advisor. The sales person will certainly know which of the service department personnel is most helpful and
knowledgeable, these two traits often go hand in hand. Be sure to get this persons business card. It is beneficial to always try to work with the same advisor, you build a rapport and they get to know both you and your car.
Trust is very important in this relationship. It is a good idea to be prepared by having pre-read your vehicles maintenance schedule. Maintenance should be done as the manufacturer recommends. It is also a good place to begin building this relationship of trust. I always advise that vehicles be returned to a dealership for ALL service. Quick lube places may seem more convenient but this is often an illusion. The service personnel from the advisors, parts, technicians and oil changers are usually better trained, more familiar with your vehicle, and use the correct parts and products for proper maintenance.
All of this leads to longer healthier life of your investment as well as protecting the vehicle's warranty by following manufacturer's guidelines. Most manufacturers do not require that you service your vehicle at a dealership but they do require that you keep complete and accurate records proving that you have followed required guidelines and used approved products. When disputes arise regarding warranty coverage having complete maintenance records from an authorized dealership can be an owner's greatest asset.
Choosing a seemingly trustworthy advisor from the staff of a reputable authorized dealership does not guarantee honest treatment. Most advisors these days are paid a small salary which is supplemented by commissions from hourly repairs as well as "upselling" maintenance services that are often not only unnecessary but sometimes contrary to the manufactures recommendations. This is more common at aftermarket service facilities but can often be found in dealership operations too. Do not believe that all advisors are dishonest however. Many of these services can be beneficial to long life even though they are not required by the manufacturer.
Let's look at one such maintenance operation that an advisor might recommend. Brake fluid flushes are often recommended every two years. You might find this as a required maintenance operation in some owner's manuals, especially foreign manufacturers. Many manufacturers do not require brake system flushes. I do recommend them if an owner intends to own the car beyond the factory warranty expiration. Here's whyover time condensation and tiny particles of dirt and debris contaminate the brake fluid in your vehicles braking system. This is especially true when you tow heavy loads or operate your vehicle in mountainous terrain. This condensation and contamination can, over time, cause damage to vital electronic parts of your vehicle's anti-lock braking system. Many manufacturers are not too concerned about this possible damage because it is unlikely that this damage will occur during the warranted period of the vehicle's life. This allows the manufacturer to keep down the vehicles cost of maintenance which can be a huge factor in some folks buying decision.
This gives you some idea of why developing a relationship with an advisor is so important. They know you, if they are good, they know your plans for keeping or trading your vehicle and they can help you to make informed choices for your vehicle. When you start early in the life of your vehicle you are in a better position to build this relationship of trust. You aren't responsible for any repair expenses other than maintenance (sometimes not even that) because of the vehicle warranty. This provides you with a very valuable opportunity. You get to use and test this advisor to build a basis for that trusting relationship. Take your car in at the recommended intervals; compare the services recommended by your advisor to those in your maintenance schedule. Be sure to use the schedule provided by the manufacturer, not one developed by the dealership or service facility as these are sometimes developed with and eye to profit rather than true manufacturers recommendations.
When there is a difference between the services that advisor recommends and those the manufacturer recommends ask questions. Ask the advisor to show you in your book where it recommends this service. With very few exceptions they should be able to show you somewhere in that manufacturer's book that addresses that specific service. When the advisor can not do this, ask them to explain to you why they feel this is necessary. A good advisor with a good reason will be able to explain it to you clearly and honestly and it will make sense. Beware, these folks are skilled and trained to sell these items, they will have reasons that on the surface sound good. Listen carefully; ask questions like, what happens if I don't do this? Watch the advisors body language; is he comfortable, confident and looking directly into your eyes? If so this is probably a legitimate service that you will benefit from. When too many of these undocumented services are recommended one should begin to question that bond of trust.
This is especially true when the advisor attempts to sell package deals with a certain name brand product which is added as a flush, cleaning, conditioning or preserving agent.
These products are often a gimmick and are completely unnecessary to the life and performance of your vehicle. The product can actually cause issues with your warranty as many manufacturers discourage the use of aftermarket additives in their fluids. The manufacturers have extremely knowledgeable engineers who test and develop their fluids and additives to perform exactly as your vehicle requires. Additives can change this carefully engineered product. When an additive is necessary, or even advisable, the manufacturer will make it known in your manual and a product will likely be packaged with their name or endorsement.
All of my remarks up to this point have been directed toward owners of primarily new vehicles. The great fears come along after the warranty has expired. This is when we encounter those truly expensive visits to the shop. Those who have been fortunate enough to follow the above advice have a long relationship with an advisor who has treated them fairly and honestly. For those of us who aren't so lucky here are a few tips. These tips also apply to those who are unlucky enough to break down far from home who can't take their car to that trusted advisor. They still have the benefit of being able to contact that advisor to talk over recommended repairs and costs.
It is still necessary to be familiar with your vehicle's manufacturer's recommended maintenance. When you buy a used car ask for the manuals, repair, and maintenance history. When they aren't available get your own and begin proper maintenance right away. A good source of finding a replacement for a lost owner's manual is a salvage yard. They have many vehicles sitting around the yard and many of them have the manuals in the glove compartment. The internet is another good source. The local dealership is a good place to visit as well. Go in, meet the service manager and ask him or her to introduce you to an advisor. Start from here to build that relationship of trust.
The most awful of all vehicle repair experiences are those when we are forced to do business with an establishment of which we have no experience, for a breakdown which leaves us virtually at the mercy of the shop. I will not try to pretend that there are not those shops out there which will milk you like a cow. There is a reason why the automotive repair industry has such a reputation. Everyone has heard one of these awful stories. Here again I have to hope that you have had the foresight to establish a rapport with someone you can trust. The best course of action is to contact your local dealership, even if you have failed to establish a relationship. Get their advice with regards to reputable repair facilities in the area in which you experienced your breakdown. They know your vehicle best and can often identify the source of a problem over the phone that many others could potentially spend hours diagnosing. I have seen this happen many times. If they are unable to make a recommendation as to a reputable repair facility they may be able to contact the repair facility to make it known that you are in contact and do have an outside source for information. This will make them a little more inclined to deal fairly with you. The people that are most often victimized by a disreputable repair facility are those who have no established relationship with their own facility. Once the repair shop has given you a diagnosis and estimate it is a simple matter to call your advisor and get his or her opinion regarding the diagnosis, as well as the fairness of the prices. I have, in my career, frequently dealt directly with such facilities for my clients. This is often an option for those who have demonstrated their loyalty to an advisor. This can be a double buffer against possible dishonest repair shops. Imagine the benefit that this could be to you in such a situation!
I promise you that it is possible to find an advisor who will be honest and straightforward with you while still being knowledgeable and profitable for his employer.
I have worked twenty plus years as a woman in a mans world and have seen men in virtually every establishment that made a great living by being honest, fair and caring towards their clients. These are the cream of the crop. They do this job because they love it. They love cars. They love people. They love bringing the two together for a beautiful vehicle ownership experience!
