RepairTrust Blog

One piece of advice we repeat over and over in regards to car repair prices is to ensure that you get it in writing? While this does not necessarily guarantee you won’t overpay for auto repair, an auto repair estimate does give you a break down of the charges (however confusing) to scrutinize. That said, at times, you may need to pay for the estimate. To this end, the following is part of our Voice of the Technician series. Here’s what Mike, a 15-year repair shop owner suggests (edited for space and context):

If you want an exact car repair estimate, be prepared to pay a diagnostic fee up front. It’s dangerous to rely solely on your own diagnosis (or your dad’s or brother’s), which is usually just a guess based on very little actual experience. You will waste the repair shop’s time and potentially your money. Repair shops are happy to do what YOU ask, but will the repairs that you think you need actually fix the problem with your car?

There’s an inside joke in the car business that’s rarely mentioned. Mechanics will do the repair a customer requests even when they KNOW it won’t fix the real concern. Sure, some repair shops will warn you up front (to a greater or lesser extent), but others will just blindly proceed. When your diagnosis doesn’t fix the problem, you’re out that expense plus now you need to pay for diagnostics.

Solution: Shop for a flat rate diagnostic fee. Make sure that the diagnosis covers the basics: fuel pressure, code scan, injection pulse, ignition, as well as MAF svc, and compression test - these will vary depending on symptoms. Ensure the shop describes and truly understands their diagnostic process. If the person answering the phone cannot adequately describe the above - keep shopping. If a shop gives you an estimate based on your diagnosis, without an offer to diagnose it first, that’s a warning. Unnecessary repairs due to bad guesses is the number one reason people spend too much.

Please let us know your thoughts on this series. We’d love to have your input!

Click for more on car repair prices and auto repair estimates at our library of informative auto repair articles.

Commentary by Theo (The Voice of the Technician Series is not necessarily the opinion of RepairTrust)

Recently, I’ve been speaking with some industry veterans who are out there fixing cars day in and day out. Some have complained that RepairTrust presents a slanted view of the auto repair industry and focuses too much on the negative. In an effort to ensure we provide the best information possible, we asked for their advice. The next few posts will come straight from hands-on mechanics, running repair shops. 

We asked what they would suggest to the car repair customer to ensure they’re selecting the right auto repair service facility (more information @ Auto Repair). The following comes from a professional technician. [Edited for space]

I’m from a second generation, family-run, independant auto repair shop. The first thing you need to know about choosing a repair shop is to ask your freinds and neighbors where they get their repairs done. Ask if they’re happy. Their word of mouth means a lot.  

Stop by the location and look around. Are the bays clean? Is there a lobby/office/waiting area that’s clean? Walk into the waiting area of any good shop and you should be greeted with “Hi, how can I help you?” Tell the person who greets you that you’re looking for a good repair shop. A good repair center will be glad to spend a few minutes to let you know what they are all about.

I give my new customers a one-time tour of the facilites (insurance regulations in our state forbids customers in service area). After you have checked out the place you will know if it feels right and fits your needs. Dont be afraid to ask questions such as - do they offer loaner cars, and if they’ll pick up and return your vehicle to your home.

Most of all, don’t get caught up in the “Joe’s garage mentality,” and think you’re getting a good deal becuase it’s cheap. There is no such thing as cheap auto repair! You wouldn’t eat where you know the food is horrible just becuase it’s cheap, would you? Cheap is not the route to go - you’ll get what you pay for. I hope this helps.

Let us know your thoughts about these posts. For more information, visit us @ http://www.repairtrust.com/ 

Super Pages is advertising that they can provide auto repair customers peace of mind with their Super Guarantee. Super Guarantee - Get the job done right, or we”ll make it right,* they say. The fine print indicated by that tiny little asterisk at the end of their tag line reveals a very different message, however.

To be clear, I have no personal gripe with Super Pages. Their commercial just happened to show someone typing in “auto repair” into the search bar - my area of expertise - so I decided to investigate. The TV ad shows images of helpful car repair people such as a tow truck driver, as well as grateful consumers - grateful because they’ve finally found someone they can trust. In essence, they’re telling us that we don’t have to worry if we select a service provider that has the Super Guarantee logo next to their Super Pages advertisement. Super Pages has done all the work to protect us. This is just not possible.

The actual Super Guarantee terms and conditions reveals that the program will do very little for you - the auto repair customer. It states:

…we make no representations or warranties to you relating to (i) the services provided to you by a SuperGuarantee Service Provider or any service provider you may engage to correct any problem with the services of the SuperGuarantee Service Provider…

In other words, it’s not any kind of binding car warranty.

What’s interesting is that the commercial goes out of its way to suggest that they will relieve all our worries, but they do not pre-screen or review ANY of the companies that participate in the program. Here’s another excerpt from the terms and conditions:

No Pre-Screening or Endorsement of SuperGuarantee Service Providers. We have not checked, prescreened or otherwise selected, and we do not endorse or recommend the services of, any SuperGuarantee Service Provider.

What do you get from the Super Guarantee? The bottom line is that you “might” be able to redeem $500 if you were unhappy, provided you do all the investigative work and can prove the work is substandard. Hopefully your car repairs aren’t $2,500 or a $10, 000 new roof for your home.

There’s nothing wrong with aggressive marketing - we do it all the time at RepairTrust - but it has to be backed up. It has to have substance. Super Pages crossed the line on this one. Their Super Guarantee amounts to an advertising gimmick to increase revenue with it’s service providers - it does little to nothing for you - the service consumer.

By Ted

There’s a new tv commercial extolling the benefits of an extended car warranty. It shows one client relaxing comfortably in the waiting room of his car repair shop (he has the auto extended warranty) and another guy angry and frustated that he’ll have to pay for his auto repairs (he obviously doesn’t have an extended plan). What’s interesting is that the commercial repeatedly states that, with the warranty, the repair is FREE. This is a tad misleading…

The commercial notes that the gentleman with the warranty will not have to pay the $1,200 to replace his electronic control unit. However, the reality is that extended car warranties that have no deductible and cover these types of electronic components cost $3,000 to $5,000 - up front. As you can see this is far from FREE. At the $5,000 mark, this guy’s car needs $3,800 in covered repairs just to break even, provided the warranty doesn’t expire. They go on to say that towing is covered 100% and that they will pay your repair shop directly. There are problems with both these statements as well.

If you read the fine print, towing is only covered certain distances - don’t think they’ll let you tow it back to your trusty local mechanic if you break down 200 miles away. Moreover, the car repair shop is under no obligation to accept money from “your” extended warranty company, thus requiring you to pay up front and then get reimbursed. Most importantly, as we discuss regularly at http://www.repairtrust.com/, auto repair estimates fluctuate greatly. If your car needs $2,000 worth of work, your extended warranty may (according to their estimates) only pay $1,700. Your stuck paying the difference of $300.

Click to learn more about Extended Car Warranties

When we get an auto repair estimate how do we know that it was done properly? Was it calculated according to manufacturer specifications and industry guidelines? The short answer is probably not. Manufacturer specifications and industry standards are not only not adhered to, but they are interpreted differently from repair shop to repair shop. This is a primary reason why auto repair estimates fluctuate so greatly. However, there is an automotive term that we can use to help us reduce any excessive car repair prices. It’s called “overlap labor.”

Many car repairs have multiple procedures. For example, if you need to replace a waterpump, the technician will have to remove the drive belts. The removal of the drive belts is called overlap labor. In other words, it was part of the original repair procedure.

Now, most labor time guides (industry books and software that determine labor times) provide a break down of each auto repair. While this may seem convenient, this break down is often used incorrectly (intentionally or not). So, the replacement of a water pump by itself may have a labor time of 1.8 hours. Replacement of the drive belts on the same car may have a labor time of .7 hours. The service representative doing the estimate will often add these together for 2.5 hours. This is price-gouging. At $100.00 per hour, the additional .7 hours would cost you $70.00. There should be no extra labor, as the removal and re-installation of the drive belts is supposed to be included in the original 1.8 hours of labor.

This is a very minor example - it can get a lot uglier. What to do? Always ask if there is any “overlap labor” that may reduce the labor time. Just asking this question will help to ward off any predatory labor practices in general, as only an insider would know this information. Don’t be surprised if your service representative doesn’t know the answer (or the term), as he has likely only worked at your dealer for 6 months. If they don’t know, ask for the service manager. If he doesn’t know, ask for the service director just to let him know you’ll be going to another shop.

By Ted

For over three years RepairTrust has been shedding light on the dark underworld of auto repair. With decades of study and analysis, we’ve argued that 98% of all car repair shops (including dealers, independents, and franchises) overcharge you at some point. A couple years back we were highlighting this with some car repair videos on our web site and blog. We’ve recently updated our videos page @ Car Repair. While the information and materials at RepairTrust provide the complete story, there are 5 videos that will give you a decent snapshot of what really goes on in this industry. They’re short, fun to watch, and enlightening.

Two of the videos are full blown undercover sting operations by news organizations. One is by an individual who catches his dealer red-handed trying to scam $6,500.00 USD. Two others are hilarious spoofs, but speak directly to what really goes on in the car repair industry.

I posted my favorite below - enjoy….

Worried about car repair? Want to save money? Learn what you can do @ car repair prices

Car repair prices fluctuate from repair shop to repair shop and car to car. Knowing if you were fairly charged can be very difficult to determine. Even online auto repair estimates miss the mark – often by hundreds of dollars. What makes it harder is that when you are overcharged it’s not for the hundreds or thousands of dollars we hear about in the news, but rather a little at a time, and over an extended period.

The clearest evidence for this is with vehicle maintenance. Repair shops and dealers have created elaborate maintenance schedules for your car. When these are compared to your manufacturer’s recommendations you begin to see just how much you are being ripped off. It’s important to note that virtually all repair shops (dealers included) do not follow the recommendations of your manufacturer, but embellish the procedures with their own additional services, and more importantly the time schedule (i.e., the maintenance intervals).

Let’s take one of the most popular cars on the road as an example, a late model Honda Civic, and look at service intervals based on mileage for the first year. According to the manufacturer, a Honda Civic needs to be serviced every 7,500 miles. Given that the average person drives 15,000 miles per year, we can expect the Civic to be serviced twice in the first year. There are three examples below to highlight the differences in price for maintaining this model. The first is from the manufacturer. The second is from a car dealer. The third is from a general repair shop. Note the additional services, the different maintenance intervals, and thus the change in price. All prices are approximated.

Manufacturer (7,500-mile service interval): First year maintenance will include two oil changes, some standard inspections, and two tire rotations. Total Cost = $120.00

Dealer (5,000-mile service interval): First year maintenance will include three oil changes, some standard inspections, two tire rotations, fuel system cleaning products, engine protection treatment – these last two services are not recommended by the manufacturer. Total Cost = $180.00

Repair Shop (3,000-mile service interval): First year maintenance will include five oil changes, some standard inspections, three tire rotations, fuel system cleaning products, engine protection treatment – these last two are not recommended by the manufacturer. Total Cost = $225.00

You’ll notice that the repair shop in this example is the most expensive. That’s because many local repair shops are still urging drivers to change the oil every 3,000 miles. If your shop is telling you this – find another place to service your car ASAP. No major manufacturer is the last two decades has recommended a 3,000-mile oil service interval. This is not to single out repair shops, dealerships can be more expensive; however, given the competition (as well as other reasons, upselling, marketing…etc), dealers can be quite competitive for auto maintenance.

So, what we see is a $60.00 increase between a manufacturer and a dealer and a $105.00 increase with a local repair shop. If a vehicle’s maintenance needs remained as they do during the first year we could easily extrapolate the overcharges. However, vehicles will need more and different services with age – although not as many as your repair shop or dealer is likely telling you – and so the math gets a bit more complicated. We also want to keep in mind that we’ve been discussing only maintenance. Actual car repairs can have even more variables. What’s clear is that the overcharges skyrocket exponentially when you follow the advice of your service center. In short, stick to what the manufacturer has to say about maintaining your automobile. If your service center doesn’t know what your manufacturer recommends (and this is very often the case) you’re in the wrong place.

I received a postcard from an auto repair shop that I’ve visited on occasion, stating that my vehicle needed service. While I was impressed by the professionalism and proactive approach, it made me think. First, how do they know my vehicle needs these services? Second, and more importantly – should I trust an auto repair shop to dictate my car repair – my vehicle’s maintenance? They do know what’s best – right? While they probably do know what’s best, it’s not in your best interest to let them manage your car.

Think of it this way. If you went to the doctor and did not trust the diagnosis (in that it just didn’t make sense to you for whatever reason) you would (should) pepper the doctor with questions until you are satisfied. Too often we just take mechanics at their word – either because we’re too busy to find out, gullible, or we don’t care. We say things like “$600, that’ll fix it, ah…ok!”

We’re all busy and we can’t be expected to understand the intricacies of today’s automobiles. We can, however, practice some common sense. We can grill our service advisors and technicians with questions. We can get second opinions. We can make a reasonable judgment that Joe’s Garage, filthy and in disarray, may not be the best repair shop for my new Honda, Toyota, Saturn, Porsche…etc.

Why can’t you leave it all in their hands? Studies reveal that as much as 70% of the technicians working on your car are ill-qualified. 98% of repair shops charge excessively in one form or another. The National Highway Traffic Safety Administration estimates that auto service customers are scammed tens of billions of dollars every year.

Ultimately, the only person you can trust with your car is you. Be your car’s advocate just as you would be for a sick child in the hospital. Be nice with your questions; honest in your explanations of car problems, but maintain shrewdness. Get everything in writing. Make sure your auto repair estimates and invoices are clear and legible. Ask that suggested repairs and services be prioritized in the order of safety or further damage. Finally, always ask for a discount – you’ll be surprised.

Have you ever wondered why an auto repair shop would include a FREE “multi-point vehicle inspection” when your car’s in for auto repair service? There are two primary reasons. The first is marketing. Repair shops are attempting to build value and to entice you to service with them. The second is they’re looking for work - literally. They’re hoping to find a problem, which they can then fix for you - not for FREE.

What you are actually getting for FREE is very little. These multi-point checks are merely cursory glances (if at all) at fluids, belts, hoses, tires, brakes, and under-carriage. Depending on the vehicle it actually takes 1-3 hours to thoroughly check it over - something no repair shop will do for FREE. This is not to say the multi-point check is unnecessary. The reality is that it’s already done with most oil changes, repair services, and regular car maintenance schedules. Whenever your vehicle is being serviced, technicians are always looking for needed repairs to sell you. They’re paid by billing labor hours.

There’s nothing wrong with “searching for repairs” as long as if and when repair needs are found that they are indeed needed and not exaggerated. Ask your auto repair shop to prioritize your repairs in terms of safety and potential further damage. Don’t be afraid to get a second opinion and ask questions. Always get “whatever they’re saying” in writing with a complete break down of parts, taxes, labor, and miscellaneous charges. And stick to your manufacturer’s recommendations for your car repairs and maintenance. Remember - with these types of FREE marketing efforts you will likely PAY.

Ted
RepairTrust.com
Making Sense of Car Repair

We received an email from a 30-year law enforcement officer who described so much of the dark underworld of car repair. A local repair shop attempted to charge him hundreds of dollars for an unnecessary repair. It started when his vehicle’s check engine light had come on. He then proceeded to go through many of the lies and deceit so common during auto repair service.

He received a quote for $389.00 to diagnose and replace an evaporator pump. This was “DEFINITELY the problem,” the shop stated. The auto repair shop would not give him a breakdown of the bill - a major RED FLAG. If you are not provided with an itemized invoice of the parts, taxes, labor, and miscellaneous charges – go somewhere else. The policeman said no thanks and walked away. Upon leaving they said they could provide a discount of $50.00. He declined. Then they said they’d drop the price to $299.00. Now he knew something was up! He took his vehicle to another shop. They found that the gas cap was loose – that’s it. No parts needed replacing, no diagnostics were needed, and certainly the $389.00 was not required.

That this happened is not surprising. We’ve been monitoring similar auto repair scams for decades. To be fair, it is possible that the mechanics made a mistake. They thought it needed a certain part and proceeded accordingly. Mistakes like this happen all the time. However, this is unlikely given their willingness to discount what they knew to be bogus charges. Moreover, that they would not provide the proper paperwork demonstrates that they were hiding something. The quote for the part was also significantly higher than MSRP – Manufacturer’s Suggested Retail Price.

How can you be a SUPER COP like this and avoid getting ripped-off? You can start by reading the fantastic articles and information at the following link - Auto Repair Service. Also, consider a small donation and receive ARREST The Automotive Service Industry – the eye-popping eBook that uncovers all the dirty tricks of car repair…

G’Day,

Ted