Trust Thy Mechanic?

Can You Trust Your Mechanic?

Not all automotive technicians or shops are created equal. The good ones can save you money and keep your family safe on the road, while others ... well, can't. Here's how you can tell the two apart.

By Evan Griffey of MSN autos

A mechanic is a doctor for your car, and thus you must be choosy when searching for one to work on your four-wheeled baby.

What constitutes a good repair shop? For some, it's strictly the dealership when their 4-wheeled babies need pampering. Others find safety in numbers and go with an automotive repair chain like Sears. Local independent shops that are not confined by big corporate bureaucracies appeal more to community-conscious folks. And enthusiasts or collectors look for the added expertise of a tuner or restoration shop that can better the breed.

Each type of maintenance facility has its pros and cons. But the type of shop doesn't really matter. It is the people inside it who do. Like a doctor, an automotive technician or mechanic has to be a go-to player in your life. The mechanic or shop has to instill confidence — confidence that will sooth your psyche in a time of desperate need and not heighten an already anxious situation. Unfortunately not all are created equal. Some just want your money, and will do everything they can to separate you from it.

But how can you tell the good from the bad? To help, we've put together this simple guide to choosing an auto tech and shop that can get the job done right the first time and within budget.

Get referrals. In our world of instant messaging, where blogging could one day become an Olympic sport, word-of-mouth recommendations are still the best way to get unbiased opinions. Ask responsible people you trust for recommendations.

Discuss:  Do you have a mechanic who has earned your trust, or do you have a different experience you'd like to share?

Ask for references. Even if you never contact the individuals, you will learn much from how the mechanic or shop manager responds to your query.

Use card-carrying technicians. While a shop's waiting area should be clean and tidy, you'd be better served paying close attention to what's hanging on the walls than what dirt lies on the floor. Look for certifications from the likes of the National Institute for Automotive Service Excellence (ASE) and trade-school diplomas that testify to the qualifications of the technician who will work on your car. Furthermore, look for a AAA-Approved Shop.

"AAA approval and Automotive Service Association membership are both very good signs, as each requires strict adherence to professional standards and a specific code of ethics, as well as the shop owner's agreement to voluntary (and legally binding) mediation in the event of a customer dispute," says Allen Otto, owner and operator of Hansville Repair in Hansville, Wash. For instance, ASE voluntary testing for task-specific certification is the report card by which professional technicians, service advisers and parts personnel are judged within the industry itself. "These credentials are key to servicing the consumer properly," Otto adds. "And most top-tier shops make certification and ongoing training/recertification a prerequisite for initial and continued employment of their employees."

Demand an explanation of services. Communication is important. As a customer, you have every right to fully understand what is wrong with your car, what the shop will do to fix it, how much it will cost and why. The shop's willingness and ability to satisfy your curiosity may indicate how smoothly the shop/customer relationship will unfold. "A good shop will ask what your specific concerns are," Otto says. "Don't confuse this with what services you might like to order. The shop manager should ask you lots of questions and listen carefully to your answers, writing your own words down for communication with the technician(s) who actually will be servicing your car." A key question to watch for is the phone number at which you can be reached with the results of any initial diagnosis and estimate for the repair. "All reputable shops and mechanics will seek your approval prior to making any actual repairs," Otto says.

Get an estimate. The mechanic needs to be upfront about hourly labor rates, diagnostic scanning fees and inspection and estimate practices. They should be clearly displayed for you to review. Be careful, however, not to shop for the cheapest posted labor rate instead of the most competent laborers. Otto says the days of a single labor rate are fading. Today's labor rates are calculated by the time, the complexity of the task at hand and the expertise needed to complete the task — not strictly by a stopwatch. Thanks to the Automotive Repair Act of 1971, most states have a customer bill of rights that guarantees a customer receives a written estimate, return or inspection of replaced parts, and authorization, oral or written, of any repairs that exceed the estimate by more than 10 percent. The rights may vary by state, so check your local listings.

Make sure repairs are done by the book. Otto advises asking where the mechanic gets his technical information for repairs: Is it a labor guide or repair manual? According to Otto, a good shop is connected and should get its info electronically from either Mitchell on Demand or Alldata. These systems allow technicians to call up a given procedure, say, a water-pump installation on a 1990 Honda Accord. The system will provide all pertinent part numbers, step-by-step procedures with drawings/schematics, expected labor time and labor rate. These systems also immediately update any technical service bulletins that may be assigned to your car.

Techs must stand behind the work. Otto points to shop warranties as a good indicator of the shop's ultimate ability and self-confidence in its staff. Hansville Repair backs its work with a 12-month, 12,000-mile warranty on repair labor and all parts it uses that do not have a warranty. For parts with a warranty, it honors the manufacturer's warranty.

Discuss:  Do you have a mechanic who has earned your trust, or do you have a different experience you'd like to share?

Take the tech for a test drive. Now that you have a leading candidate, use the shop for a regular service such as an oil change. This will give you valuable insight into how the technicians handle themselves and the ability of the shop to satisfy you. It's cheap insurance.

Make sure the shop is greasy and green. Environmental compliance is a huge issue for shops these days, and voluntary efforts such as Envirostars and Greenworks certifications are a good indication that your shop takes its responsibilities seriously.

Transmissions are different. Some technicians have a reputation for taking on specialized repairs, such as brakes, mufflers and transmissions. Fixing mufflers and brakes is straightforward work that general repair shops can handle in-house. Transmissions are different beasts altogether. It is not uncommon for transmission work to be subbed out to a transmission shop. Any time your shop farms out a job, the subcontracted facility needs to be vetted.

The transmission kingdom has its own set of certification and technical support affiliations. Look for Automatic Transmission Rebuilders Association or Automatic Transmission Service Group certifications. And get a worst-case estimate before allowing the shop to turn a wrench. If the conversation seems vague, get it in writing. The amount of damage and, conversely, the cost of repairs can be difficult to gauge without tearing down the gearbox, so this is a "plan for the worst, hope for the best" proposition. The shop you choose should stand behind its work by offering a full-coverage warranty. A three-year warranty has become the industry standard among reputable transmission shops. Like a general repair shop, the transmission shop should have all the specialized equipment needed to repair advanced, late-model transmissions and a staff with the proper qualifications.

With a little time, diligence and research, you will be well on your way to locating a mechanic and shop that will serve both your car and your needs for many years to come.

Evan Griffey served as an editor of Turbo & High Tech Performance, a pioneering publication about sport-compact tuning. Today Griffey freelances for Import Tuner, Sport Compact Car, Car Audio and Siphon.

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