Quality Repair Shop

Whether we’re too busy or too intimidated by the thought of dealing with a car problem, we often just cross our fingers, hope for the best, and think we’ll just deal with it when it comes. That’s the "hit or miss" plan of car care.

There’s a better way. Take the opportunity to deal with car repair when a major problem isn’t staring you in the face and adding more stress to your life.

Start by actively looking for a facility with which to establish a relationship. Don’t fall back on the shop around the corner assuming it is up to the job. Its convenient location may be the only thing it has going for it. Ask for recommendations from family, friends, and neighbors. Visit a facility that you think has potential, and ask yourself: Is the garage clean? Does it seem to be well-organized? Is the service writer courteous and attentive to your questions? What are the credentials of the technicians employed at the shop? What certifications and affiliations are posted?

Look for the AAA Approved Auto Repair (AAR) sign. This key detail tells you that AAA has conducted its own investigation of the shop to ensure that members will enjoy a positive automotive repair experience. To be able to post the AAR sign, a shop must meet AAA’s stringent standards for training, equipment, and customer service. In addition to passing inspection, all AAR shops have agreed to provide members with maintenance inspections, a written estimate, a 12-month or 12,000-mile warranty, and to return all replaced parts to a member upon request (with the exception of those that must be returned to the manu-
facturer under a warranty or exchange program). AAR shops also have agreed to allow AAA to investigate repair service transactions that have been disputed by members and to abide by AAA’s resolution.

There are several other certifications and professional affiliations that indicate that a facility’s technicians have met standards of professionalism and training. These include the Automotive Service Association, the Better Business Bureau, the National Institute for Automotive Service Excellence, the Inter-Industry Conference on Auto Collision Repair, and the Automotive Management Institute.

It also is important to observe equipment. You will find that AAR shops and other reputable repair facilities have advanced diagnostic equipment as well as computers, which store volumes of repair manual information. "Current repair information for vehicles made after 1982 now requires 13 CD-ROMs, which are updated quarterly". A shop with the right tools and reference materials will be more likely to efficiently and accurately diagnose and repair problems and get your car back to you quicker.

Nothing is more revealing in your investigation of a shop than its actual performance. AAA’s AAR staff recommends doing a test run. Bring your vehicle in for minor service, such as an oil change or tire rotation. Take the opportunity to observe the service area, see if there are any vehicles similar to yours being serviced, and talk to service personnel. Learn about policies — labor rates, guarantees, methods of payment — which should be posted or explained to you.

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Published in the July/August 2001 issue of the AAA Traveler.