How to Avoid Them and What to do About Them

A common consumer problem is car repair disputes. The Legal Assistance Office receives many complaints of overcharging, poor workmanship and sometimes outright deception by servicing mechanics. Here are some tips on how to avoid disputes in the first place.

Do Your Homework! The best protection against fraud and faulty repair work is to take your car to a reputable mechanic or repair shop. Find one before you need one so you aren’t rushed at the last minute.

How? Ask friends, neighbors, or co-workers if they know a reliable mechanic. When you identify a prospective repair shop, call the local Better Business Bureau or Attorney General Consumer Protection Office and ask if they have received any complaints about the repair shop. Find out whether the repair shop honors your car’s warranty and whether it is capable of making the needed repairs.

Get It In Writing! Always get a written cost estimate before authorizing work to begin. Make sure the estimate specifically identifies the condition to be repaired, the parts needed, and the expected labor charges. Make sure that the estimate states that the shop will contact you for approval before performing additional work or work exceeding a specific dollar amount. Also make sure the estimate has a statement that replaced parts will be returned to you and notes the present odometer reading.

After The Repair Is Completed Get a list of each repair performed, all parts supplied, the cost of each part and the labor charges. Get the replaced parts and again record the odometer reading.

If the amount of your bill is much higher than the estimate, or if work was done without your authorization, question the bill immediately. Have the repair shop spell out on the bill why the final bill differed from the estimate. Use a major credit card when paying the bill, rather than paying by cash or check.

If You Have Problems If the quality or cost of repairs did not meet your expectations, your first step should be to discuss your complaint with the repair shop. If the first person you talk to cannot help you, ask to speak with the manager or owner.

If you do not get satisfaction in person, promptly write a brief complaint letter to the repair shop. This letter should list all important facts, include supporting documentation and demand a written response from the repair shop. The letter should be sent certified mail – return receipt requested. Don’t forget to keep copies of your letter and all enclosures for documentation purposes. Keep all return correspondence, too.

If you were billed for parts or services, which you did not receive or which were not authorized by you (when prior authorization is required under the contract), you can also dispute the charge with your credit card company. To do so, you must file a written notice or error within 60 days of the date the credit card bill was sent to you. The written notice of error must include sufficient information to enable the credit card company to identify you, your account number and to understand the nature of your complaint.