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Fix it Right - The First Time
Creators Syndicate
FIGHT BACK! BY DAVID HOROWITZ
Fix It Right -- The First Time
What generates more consumer complaints than anything else?
According to the National Association of Attorneys General, it's the
automobile. Complaints about auto repairs lead all other categories --
including retail sales, home improvements, telemarketing, mail-order
and landlord-tenant disputes. Car owners aren't asking for much. They
just want their cars fixed right the first time. Courtesy, convenience
and cost are all important considerations. But surveys show that
getting the repair done properly on the first try still ranks No. 1
among owners' priorities.
Unfortunately, it doesn't always happen that way.
Investigators from the California Bureau of Automotive Repair recently
followed up on 52 auto-body repairs selected at random from insurance
claims. Only 29 percent of the jobs were done properly. Forty percent
showed some evidence of fraud. A bureau survey of nearly 1,600
auto-body shops found that only 15 percent of them has employees who
were certified to do paint work and only 12 percent employed qualified
auto metal workers.
The consequences of a poor repair job go way beyond a shabby
looking paint job. A car that's been improperly repaired after a crash
is less likely to survive the next crash safely. A bad brake job or
transmission overhaul can have deadly results.
Car owners who have been stung may be tempted to write off all
mechanics and technicians as greedy, incompetent or dishonest. But the
real answer is not that simple. Years ago, a good intuitive mechanic
could fix anything on wheels. But today's cars and trucks require more
sophisticated training and equipment to maintain. And not all repair
shops have kept up with the times.
Auto repair is also a highly competitive business. In some
cases, that may tempt shop owners to cut corners or inflate repair
costs. But competition also means that honest shops must offer their
customers a higher standard of work at a fair price to stay in
business. And that's what most of them are doing.
Here are some tips on picking a qualified auto repair
facility:
-- Look for the blue-and-white ASE symbol of the Institute for
Automotive Service Excellence. This industry group tests and certifies
technicians in various mechanical specialties to make sure their
training is up to date. It also monitors the shop's business
practices.
-- If your state licenses auto repair facilities, be sure that
license is displayed and current.
-- Check out the shop. A well-run repair facility is usually
clean, well equipped and organized.
-- Dealers' service departments have factory-trained service
people, authorized parts, the latest service bulletins and extensive
experience with their own model cars.
-- Independent garages may offer better prices, more personal
service, a break on after-market parts and convenient locations.
-- Be sure all parts, either new or remanufactured, are
guaranteed.
-- If you have a problem with the shop, give the owner a
chance to make it good. If you can't resolve it between you, then file
a complaint with your state or local consumer protection agency.
If you have any questions or comments, please write to David
Horowitz in the Consumer Forum+ (go FIGHTBACK). COPYRIGHT 1994 CREATORS
SYNDICATE, INC.
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