When having a vehicle repaired problems sometimes occur. When they do, the difference in an excellent and a less than excellent company are quite apparent. The way in which a client voices their complaint may also have a great influence on the outcome.
Complaints often concern two things:
1. The original problem has not been resolved 2. A new problem has been created
Prelude
When dealing with a legitimate shop, things can normally be handled quite simply. If the business is intentionally dishonest, the matter is normally not going to be resolved without legal involvement (please see the final segment.) To prevent such problems please read our Detailed Topic, Finding a Great Shop In Your Area.
Many problems can also be avoided by communication, before the work is authorized. This is the time to ask questions. If you are not convinced, decline the work and seek a second opinion, BEFORE AUTHORIZING ANY WORK.
Will the work suggested resolve the complaints I have listed?
What is the original cause of the problem and how is that being addressed?
Are the parts used, new or rebuilt, aftermarket or original?
What is the warranty on the work and what is excluded?
What is the total price, including tax?
Remember also to request an estimate, after the vehicle is diagnosed but before work is started. Better shops always provide an estimate after the vehicle has been checked. If you would like your old parts returned, state this before work is begun. Also be aware that some parts must be returned to vendors and keeping them may involve a charge. This is common on rebuilt parts, such as starters, alternators and computers.
The original problem has not been resolved
The key is letting the shop know there is a problem, remaining civil and being perfectly honest. People sometimes feel a need to embellish the problem to make a point. Nothing is further from the truth. From a standpoint of repairing the vehicle, exaggerated complaints will only increase the time required to eventually find the problem. Better is to inform the shop that you still have a problem and arrange to show them what is wrong. Stick to the facts and remain cordial.
Don’t exaggerate symptoms
Give as much factual information as possible
A pleasant relationship increases the odds of a favorable outcome
Bring a copy of your invoice, and review the original complaint with the shop. This should be in writing and on the original invoice. Many such problems can be resolved at this stage. Request that the technician ride with you and demonstrate the exact problem. For instance if the complaint was "Grinding noise at thirty MPH," drive thirty miles per hour and point out the noise. If the technician acknowledges the noise there should be little problem finding and correcting it.
If you cannot demonstrate the noise, a bit of understanding is in order. Some problems are intermittent. If the noise cannot be recreated, ask the shop what they suggest. Sometimes it may be necessary to bring the vehicle back when the problem is occurring. Good shops want satisfied clients. A bit of understanding will often get the shop to go far out of their way to resolve such a problem.
Review the original complaint
Demonstrate the symptom to a technician
Ask what can be done
With complaints like a check engine light it is important to remember the light is a symptom. There may be up to two-thousand problems and one light. If the light comes on again after repair, review the invoice. The diagnostic trouble codes that were addressed should be listed. Have the shop check the codes again and see if the problem is the same as before or an additional problem.
A new problem has surfaced
Many such complaints will be in the form of noises or vibrations that were not present before other repair. When things are disassembled occasionally parts do not return to their original position. It is also possible to inadvertently leave fasteners loose or bump hoses and connections. As above, demonstrating the problem to the technician should allow the problem to be resolved.
If the shop claims the problem is not related to their work, ask for an explanation. Parts, particularly on older vehicles do sometimes fail. View any immediate new problems with skepticism but also listen to the explanation. If in doubt, select a qualified shop and have them look at the problem. If they also feel the fault is with the original repair, contact the shop and ask how they would like to proceed. Opinions from friends, neighbors and coworkers are likely to only cloud the issue.
Let the shop know there is a problem
Listen to their explanation
Get a professional diagnosis from another shop
Opinions from friends, neighbors and coworkers are useless
If further action is required, giving the shop an opportunity to fix the problem strengthens your case in most instances
Preventing problems
Communicate your wishes clearly, make sure they are listed on the work order
Ask an abundance of questions BEFORE you authorize the work
If you are not sure, wait. Bring the vehicle back later if necessary
The invoice should include the original complaint, any codes that were addressed, comments that were discussed, the warranty and any exclusions
If you want parts returned to you, state this before work is begun
Further steps if the shop will not respond
If despite your best efforts the problem is not resolved, try these things, in this order.
1.) A letter addressed to the owner, stating the facts and with documentation
2.) A letter to the local Better Business Bureau (BBB) or State Consumer Agency
3.) A letter stating the matter will go to small claims or an attorney demand letter
4.) Civil action; file with small claims or have an attorney file a suite
Will the work suggested resolve the complaints I have listed?
