How to choose a service shop

Norris Schleeter The technician is your car's doctor.

Like yourself, your car requires the highest quality professional care to have a long and happy life. If you don't care about how long your car lives, read no further. No matter what you drive, when you go in for repairs or service, you want the repairs done correctly and to be treated honestly.

First, READ your owner's manual. Become familiar with your vehicle and the manufacturer's suggested service schedule outlined in the manual.
Start looking for a repair shop BEFORE you need one. You can make a better decision when you are not rushed or in a panic. That way you don't just drop off your vehicle at the nearest shop and hope for the best. Ask friends and associates for their recommendations. Even in this high-tech era, old-fashioned word-of-mouth reputation is still the most valuable.
Calling shops for prices on repairs or asking their "labor rate" won't get you the answer that you really need. The real question is: "do you have the expertise to repair MY type of car?" Remember, the cheapest repair is not always the least expensive repair. Saving a few dollars and not having your vehicle repaired properly is NOT a bargain.
Visit the shop before you decide. Drive by and check it out. Is it clean? Is it organized? Are there cars in the lot that appear to be permanent residents? Chances are good that if they care about their work area, they will also care about you and your car. How do they manage customers? Do they help you to learn about your car or tell you little?
Inquire about their common fee categories such as air conditioner diagnosis, check engine light or emissions failure diagnostics. Just listen and take notes. Don't get specific yet ! In poorly-run service shops, asking about a water pump replacement might just get you one whether you need it or not!
Finally, ask to meet the technician in the shop who has the most experience on your type of car. Ask him about his training and certifications. Ask him about the maintenance needs of your type of car. Do his statements agree with the manufacturers' recommendations? If he is helpful and cares, you'll know you found a good shop.

Dealer vs. independent - the pros and cons

You want good maintenance, but should you take your car to a dealership or to an independent garage? Here is a comparison of pros and cons when choosing between dealer and independent service.

At the dealership:

Pro - Software updates readily available for recent models
Pro - Latest tools and training in place
Pro - Part failures covered under new car warranty
Con - Commission-only pay for technicians encourages shortcuts
Con - Technicians must do warranty repairs at ½ their normal wage (more shortcuts)
Con - You may be encouraged to trade in your car on a new model (sales a high priority)

At an independent:

Pro - Customer service is a high priority
Pro - Longer warranty on service and repairs made
Pro - Technicians usually older, more experienced and available for advice
Con - Special tools and software lacking for new models
Con - New car warranty repairs not available
Con - Shorter hours of operation

My opinion? If your car is new, take it to the dealer for the first 2 years, then after that seek out an independent.

Know your legal rights and responsibilities during service

Every car owner should know their rights and responsibilities for quality service under Colorado law (or your state of residence). These laws apply to anyone performing service or repairs for money—even private parties under the shade of a tree.

Here are the HIGHLIGHTS of the Colorado Revised Statutes Title 42 Article 9 "Motor Vehicle Repair Act of 1977 " Sections 101 through 113 (rev. 1996). Please consult the statute for exact wording.

NOTE: These laws do not apply to vehicles 25 years or more old, motorcycles, collector's items or trucks weighing more than 8,500 lbs. (If not sure about weight, check the door jamb sticker for "GVW"#Lbs.)

Towing your car to the shop or leaving it at the shop after hours means the shop has automatic authority for up to $100.00.
No repairs are to be performed without your consent. A record of your consent must be on the invoice.
Estimates must be completed within 10% or $25.00 whichever is less, unless additional consent is given by you.
Estimates must include the completion date, but not the towing charges. Storage charges may accrue starting the fourth day after you have been notified that repairs are completed if storage fees are posted and you have signed a separate Storage Fee Document that is referenced on the Repair Order Invoice.
All replaced parts must be saved for your inspection, and most parts returned to you, if you request it during your consent or authorization.
Invoices are mandatory and must include, your name and address, vehicle description including mileage, date received, parts and labor charges, identification of any subcontracted repairs and warranty terms if warranty given. A copy must be saved by the shop for 3 years.
Warranties are not required by law.
You are not required to sign an invoice that does not state the repairs or services you requested.
Repair facility will not misrepresent or lie about a dangerous condition, the necessity of repairs, or repairs performed.
Penalties may be assessed in criminal court by a fine of between $500.00 and $2000.00 per violation.
Penalties assessed in civil court may include attorney fees and triple damages.

Communicate with your technician

Even a caring professional can be pre-disposed to a conclusion, if you plant one in their head or on the work order. Let them come to their own conclusion about what is needed. It's only fair since they will be responsible for the warranty on that item.

Describe the signs and symptoms, like "the gauge reads high" or "fluid is leaking on the ground" or "there is an unusual noise - let me show you." Describe the exact driving condition when the problem occurs. Bring your maintenance records to review the car's history.

Towing: get it done right

If your car has a problem, should you have it towed the shop or drive it in? Call and ask your technician !! Sometimes pattern failures are so common on a particular car he will recognize it right away and help you save some $$ on the towing bill.

When in doubt or when the tech has gone home for the night, it's always best to have it towed. A tow bill could be significantly Towing cheaper than the extra damage caused by trying to limp it into the shop. (See item #1 "Know your legal rights" above.)

It takes a pro to pick up and carry a BMW without damaging it ! Towing companies abound in the Denver area but some are better than others. I recommend Rush Automotive because of their clean equipment and knowledgeable staff.

Is my car worth fixing? Know the signs...

In my opinion: Yes, fix it ! Unless-- you can see these signs:

One sign is "multiple system failures". This means that not one, but MANY systems of the car are broken or seem to get worse, no matter how hard your mechanic tries.
Another sign would be an extended warranty policy that has paid for itself 3 times over (in other words, too many warranty repairs) and is about to expire.
Repair receipts in a single year that will total up to be more than new car's taxes, plates and insurance costs.
The final sign. Your Mom drove it for 100,000 miles and "never had to do anything to it."