Dissecting the truth

The Magic Question:

How Do I Find an Honest and Reliable Repair Shop and keep Them?

So you’re driving along down the highway jamming to your favorite tunes and all of a sudden the “check engine” light blinks or the temperature gauge goes into the red zone. Now what? Yes, you guessed it… You are now at the mercy of fear and the unknown!

No worries, ill take it in to the mechanic you say and while your at the automotive shop, the mechanic tells you that the problem is a catalytic converter in need of replacing. And oh, while he was poking around he also noticed the power steering pump needs to be changed and you’re due for a transmission flush as well. Are these operations really necessary, or is the mechanic trying to needlessly up sell you? You’re not sure, but hey I’m here and you figure it’s better to be safe than sorry, and you sign off on all the repairs. When you pick up your car and pull out of the parking lot, you’re just getting over the sticker shock of the huge bill when…the check engine light comes back on again.

This is unfortunate yet true and it happens more then you think. This scenario doesn’t necessarily mean the repair shop misdiagnosed it on purpose, it just means that the focus was on the up sell more then properly diagnosing what you came in for. There are plenty of competent, honest mechanics out there, but like any profession, there are also some bad apples that have no druthers about putting in subpar work and ripping you off. Every responsible car owner should know how to sort the former from the latter. A good auto repair technician can save you a tremendous amount of headaches and money and is thus a valuable asset to have in your imaginative Rolodex. So…how does one find a trustworthy automotive professional?

Here are some empowering steps to take to make you a better car practitioner

Know Your Vehicles Anatomy

Lets chat some facts, its protocol that when your visiting your repair shop they are going to tell you some system needs flushing, or a belt needs replacing, or something looks worn. This is not a bad thing as you do need to know. Remember that its only dangerous if you don’t know. So, make sure to nod along like you understand what they’re talking about. You certainly do not want to come off as if you know nothing, so you just go along like you know the parts and repairs that are needed.

So how do you prepare yourself for the next time? The first step in finding a good auto repair shop is to make sure before you even talk to family, friends or look at reviews, is get to know how your car operates. You don’t need to know everything but you do need to familiarize yourself with the simple basics like Tires, engine oil, filters, recommend maintenance requirements. Start by reading your owners manual to understand the fundamental basics of your vehicle. You can also look for any repair shops that offer car care clinics to show you hands on how a car works. This will be far more useful to you than reading how to books from the library or online forums you won’t be able to understand. The key is to know that finding an honest repair shop is partly about being able to keep the mechanic shop honest. Knowing your vehicle and how it operates is your first line of defense. Best and simplest advice is to ask first then listen.

It’s Time for a Pop Quiz

So you took your first step and now you know a little bit about how your car works, but how are you supposed to know if you’re getting a good deal on a repair? How can you compare one shop to another, and know if a price is fair or a rip off?

You have one of two choices, submit or omit! If you omit you will be chasing a ghost discount that will end up costing you more in the long run, like trying to buy your own parts from a variety of places or any popular online portal. Buying your parts will also leave you vulnerable to having no warranty if something goes wrong with the parts you purchased elsewhere and now you have to pay for the labor again. Try not to chase the price but rather focus on honest and open dialogue. Just because you cannot afford it doesn’t mean it’s a rip-off. Learn to budget for repairs, after all its your car and your responsible for it. To prevent being ripped off, do your homework and call around to different shops to get a perspective of how much it should cost.

Remember that when cold calling shops, they know your shopping so they will low bid you to get you in the door and then hit you with surprises. Don’t do that! Just a feel of what it may cost. Also, remember that Google isn’t always your friend. The information is inputted by a human not the magic Google computer, most forums or blogs have a motive to direct you into an online sale or towards and advertised repair shop. Best rule of thumb is to look for a price near the middle rather than outliers at the top and bottom end and most importantly what the warranty for the repairs.

It’s Who You Know

When looking for recommendations for a good repair shop, start with your immediate circle. Nothing better then a real voice that can confirm, yes I am happy and trust them! Asking your social media friends is OK, but all it does is lead into “Like” recommendations. How can you like if you never do business with them? Besides, it leads into long stories of how people got ripped off or side stories that are irrelevant. Ask your next door neighbor, your mailman or even a police officer. Reviews from real people who you trust will always be more useful and beneficial than anonymous online critics who may have a baseless axe to grind. Once you consult with people you trust, you can then follow up with online reviews to put your mind at ease. Remember, sites like Angie’s List, Yelp, and Google listings the most well know but with any online review make sure to take it with a grain of salt. Generally discard the best review and the worst, and see what folks in the middle are saying

Start Small

A mechanic is like a doctor in the sense that it’s better to get to know them during a checkup rather than in the emergency room. Keep it simple and go in for an oil change or a routine inspection. Just like with your health, it’s better to build a relationship with a doctor through regular check-ups and maintenance, than to try to find a new doc when something major needs fixing. Once the repair is completed, do an assessment of the experience. Did you feel respected? Did they explain everything in detail? Did they educate or empower you? Did they provide you with a clear repair invoice with everything detailed? Did the price seem reasonable? Was it quick? (An oil change shouldn’t take 3 hours.) If this first experience was positive, you can start to trust them with bigger repairs and build on that. Make sure you explain yourself and not come in with I know what I want. It takes two hands to clap, so make sure you make yourself accountable as well.

Yes, Looks and Cleanliness Matter

When you walked into the shop, how did it look? What was your first impression? Was it clean? Relatively speaking, of course, it’s still an auto-repair garage and there’s nothing wrong with asking to see the actual garage. Is it well lit? Are the tools neat and organized, or scattered about? How’s the parking lot? Are cars seemingly haphazardly parked in various places? Or are they arranged and dealt with in a way that makes it easy for the customer when the repair is done? When you get the car back, were the steering wheel, seats and floor mats clean? Yes, it’s an auto garage and things are naturally going to be a little dirty and greasy. On the other hand, how they present themselves to their customers and how they’re organized in the back says a lot about their professionalism and work ethic.

Don’t Just Rush Out

It’s a good idea to stay for a moment and chat with the repair technician or service advisor. You paid and all is good, but do you really know what you paid for? Start a friendly conversation, thank them for the service and ask them to slowly go over the repairs. This would be a good time to ask any questions you may have about the specifics like what can I do as car owner to be more proactive? If I have any issues, whom to I call or talk too? What is your warranty process if you have to have it repaired again? This will also help gauge how knowledgeable they are and will give you a feel for how much you trust them, It’ imperative that you establish a relationship with them, much as you would your barber or your doctor through open and honest dialogue

You can go an entire visit without seeing or speaking to the mechanic who worked on your vehicle. This is often to ensure cleanliness and clear communication in the reception area, but make sure that you acknowledge the mechanic in the back with a thank you for their hard work. It wouldn’t hurt to ask if you can say thank you person if they will allow it. It may feel awkward to ask about this, but all the technicians will truly appreciate the extra gesture that you gave them the respect, even though they are hidden in the back and no one is supposed to see them. Yes, they have greasy hands and shirts but they are on the front line doing all the hard work, not the front counter clean polo shirt advisor. Sure, everyone is doing their job but its nice to extend the gesture to help build that caring relationship you want from a repair shop.

Don’t Bow to Pressure

The key is to avoid being pressured into a decision. That’s why it’s important to choose a technician or service center before you have a major problem with your car. If you go to a technician and are presented with a list of unexpected repairs they want to do, don’t feel obligated to comply. Just walk out and get a second opinion.

Ask About The Warranty

Warranties for vehicle repairs can vary greatly, so ask ahead of time. Make sure you understand what is covered and get it in writing. There is no “standard warranty” on repairs, according to the Federal Trade Commission. Warranties may also be subject to limitations, including time and mileage. You want a warranty that covers parts and labor for a minimum of 12 months and or 12,000 miles, whichever comes first. Also, as if the warranty is nationwide, its not necessary but nice if your traveling and you occur a break down. 

Let's Sum It All Up

No one repair shop or repair technician is perfect and no one car owner as well. The key is to have mutual respect and understanding of each person’s responsibility within the mechanic and customer relationship.

Yes, its not easy and when you have limited knowledge in an area like auto mechanics, it can be hard to know what the best practices are for your vehicle maintenance, where to go for quality service, and who you can trust.

Here is a list of what you should be looking for in an honest repair shop and what you as the customer needs to bring to the relationship.

FOR THE REPAIR SHOP

1. No Surprises

The repair shop should always keep you apprised of what is happening in the shop with your vehicle via phone, text, or email, and getting consent from you for any work that going to be done. They need to be in touch with you personally to make sure they are able to meet your needs and your budget with no surprises when your itemized bill arrives.

2. No Menu of Service Packages

When an auto repair facility conveniently has a menu of service packages there is a good chance that you will end up purchasing more than you actually need. It ends up being a bit like a furniture store charging you for stain protection or extended warranty. The repair shop needs to inspect the whole vehicle whole car every time you bring it in, even if you just come in for oil change, at which point you need to be advised of what needs to be done for safety, what you can plan for future maintenance and what you can hold off on until its really necessary. That way we can have budget to work with, save you time and most importantly give you peace of mind that your car will be running smoothly when you need it.

3. Simple Communication

If you call your repair facility and ask questions, they need to be answered promptly and with detailed explanation. If you leave a message, they need to reply in a timely manner, if take them several hours to call you back, then there is a problem with not only organization but honesty. A one in a while occurrence is acceptable, sure your not the only customer but if it becomes a common trait, its time to look elsewhere.

4. Answers to WHY and HOW

If the repair shop ever expects you to approve an expensive repair without answering WHY the service is necessary and what options are available in HOW it can be repaired, you should think twice about moving forward. You need a repair facility that always has your budget in mind with empathy. They need to provide as much information as possible as to why certain repairs are necessary, and when budget is a concern, they should be willing to give you as many options as possible for how the repair could be performed safely and effectively while giving you as much value for your dollar as possible.

FOR THE CUSTOMER

1. Tell the truth About Everything

If you had someone else work on it, make sure the repair shop knows, it will cost you less in the end. Know our vehicle inside and out by doing a walk around to see what dents, dings and scratches that you have forgotten about. It’s a physiological thing but when you spend money your senses become more alert and you pay attention. It make your subconscious tell you “Hey I just spent a ton of money and this car better be perfect” Surprise, its not perfect! We all get busy and see some things that we dismiss and forget about. Never blame a repair shop for damages that you are not sure were there before you brought it in. walk around and take notes of what the body looks like or even better, take pictures if need be. If you know the vehicle has other issues that you have know about, aside from what your bring it in for, tell them about it. When a repair shop is trying ot diagnose a problem, they are alert to recognize other issues and will most likely stop and call you to ask, did you know about this or that? That is a waste of time for both of you. Explain it from the beginning so that everyone is on the same page.

2. Please keep it clean

Make sure that your vehicles drivers and passenger side areas is clear of any clothing, furniture or personal items. Most of the time the technician needs to get in and out of that area and to make sure he can do his job properly and in a timely manner, clear it out before taking in for service. If your trunk or back seat is being used as a storage facility, empty it all out. The technician is not a maid and doesn’t have the time to spend 30 minutes moving your items in and out of the vehicle just so he can do his job.

3. Avoid The Big E

This one is very simple but it happens all the time. If your vehicle is coming in for repairs, please make sure you have sufficient about of gas in the car. If the technician needs to drive the vehicle several times, its going to be hard risking getting stuck on the side of the road and you don’t want to be charged for personally taking your vehicle to a gas station to fill it up.

4. Not Giving Your Repair Shop the Benefit of The Doubt

There's no doubt there are many disreputable characters in our business. We're among them! But quite a few mechanics are decent, trustworthy and conscientious. Until your repair shop has proven they are playing Bernie Madoff with a wrench assume is incoherence. That doesn't mean they won't make honest mistakes sometimes. We all do. And some problems are just hard to diagnose. When a problem isn't fixed the first time, bring it to your mechanic's attention. Repair shops, like most businesses, rely on repeat customers and good word of mouth. It's likely your mechanic will try hard to get it right. And if you're kind about it, rather than assuming he's a crook or a dope, he'll likely try even harder to help you.

While the industry pushes to confuse consumers to make a sale, make sure you strive for clarity to empower yourself and except the truth