Handling vehicle repairs wisely Published June 7, 2010 82nd Training Wing Judge Advocate SHEPPARD AIR FORCE BASE, Texas -- Vehicle repairs are among the most common and frustrating consumer problems. Airmen are often overcharged or become victims of poor workmanship and deception by auto mechanics. Airmen can protect themselves from this issue by doing a few simple things beforehand. Know the vehicle warranty If there is an extended warranty for the vehicle, check to be sure what will be covered under the warranty. Is there any prior authorization needed to begin repair work, is there any exclusion that denies coverage for any reason or are there other terms that could cost extra when repairs are made? Research is key The best protection from fraud or faulty repair work is to find a reputable mechanic or repair shop before the vehicle needs to be repaired. The vehicle owner should: · Choose a reliable repair shop - ask family, friends or co-workers where they take their vehicles for repairs. · Call the Better Business Bureau or the local consumer protection office and ask if anyone has complained about the shop they are considering. What to do before work begins · When the vehicle is taken to the repair shop, describe the symptoms. Don't diagnose the problem. · Get more than one estimate in writing. · Find out how the repair prices are calculated. Some shops charge flat fees for labor, while others charge an hourly rate. Ask what the hourly rate is. · Don't authorize work without a written estimate. If the problem cannot be diagnosed on the spot, insist the shop contact the vehicle owner for authorization once the problem has been found. · Make it perfectly clear that work cannot begin until it has been authorized by the customer. Have it put in writing that the mechanic must call before proceeding. Don't sign a blank repair order. · Ask the mechanic for the old parts back once they've completed the repair. However, be aware that some parts, such as alternators and brake shoes, are returned to the parts supplier for a refund and the customer may not be able to get them back. · Keep copies of all paperwork. Get any warranties in writing. Be sure to understand the warranty offered. Know the definitions of vehicle part terms · New - These parts are new and generally are made to original manufacturer's specifications. · Remanufactured, rebuilt or reconditioned - These terms generally mean the same thing: parts have been restored to a sound working condition. Many manufacturers offer a warranty covering replacement parts, but not the labor to install them. · Salvaged - These used parts taken from another vehicle without alteration and their reliability is seldom guaranteed. Handle disputes professionally · Document all transactions and interactions with dates, times, expenses and the names of the individuals encountered. · Try to settle the dispute agreeably with the shop manager before taking any other action. Tell the shop manager clearly and calmly about the dissatisfaction and write down the manager's response. · If the shop manager does not resolve the problem to the customer's satisfaction, he or she should take the vehicle to another repair shop. Give the mechanic a copy of the itemized receipt and request an inspection of the alleged repairs and parts. Get a written report of this inspection. A customer would be in a better position to negotiate a refund from the first mechanic if they have a second opinion in writing. · If the first shop owner refuses to correct the problem, contact the local consumer protection office or the Better Business Bureau, which may offer mediation or arbitration services to assist with such problems. Another option is to file a suit in small claims court. The customer may need to contact an attorney for advice on possible legal remedies. This information is only a guide. If you need help and are entitled to legal assistance, please call your base lgeal office or visit the legal assistance website at https://aflegalassistance.law.af.mil.