car repair guide

Office of New Mexico Attorney General Gary K. King

Message from Attorney General Gary K. King “A tree never hits an automobile except in self defense.” ~American Proverb You might be thinking, “What does the Attorney General of New Mexico know about car repairs?” As a person who has traveled by automobile from one end of this state to the other more times than I can remember, I think I’ve gathered a little knowledge along the way. But the information in this brochure comes from real experts in the field and I think anyone who is facing car repairs, from an oil change to a new transmission can learn from these guidelines. Inside you will find tips on how to recognize potential mechanical problems, how to choose a trustworthy mechanic and what your rights are as a consumer. Finally, avoiding accidents is one way to avoid costly repairs, so don’t drink and drive and buckle those seatbelts. Thank you. Gary K. King New Mexico Attorney General

Car Repair No matter how great your car is, at some point repairs will be needed. Car repairs can be very costly, and no one wants to waste money on repairs that are shoddy, misdiagnosed, based on bad estimates or not authorized. Ideally, you should find a mechanic you can trust before you need one. Reading your car manual and knowing how it operates will help you spot problems and help you avoid auto repair rip-offs. Knowing how to select a trustworthy mechanic is an important step toward avoiding auto repair rip-offs. Finally, know your rights as a consumer. Before you need a mechanic Who do you trust? Ask friends, family, or people you trust for recommendations. You might consider asking your insurance agent or other business people for their recommendations. A recommendation from someone who has firsthand experience with a mechanic will provide you with the best information. If a recommended mechanic does not work on your make and model car ask the mechanic to recommend someone who does. What’s the complaint history? Consumers who have complaints about auto repair may file a formal complaint with the Consumer Protection Division of the New Mexico Attorney General’s Office or Better Business Bureau in your area. You might want to select a repair shop that has had few complaints as well as a history of resolving the complaints rather than ignoring them. Does the mechanic have the knowledge and skill to work on my car? You want to find a mechanic who has worked on cars of the same make and model as your car. Some shops display certifications such as ASE (Automotive Service Excellence). Such certificates indicate

that a mechanic has met certain standards in a specific technical training area. But passing a certification test does not tell you if you are dealing with an honest mechanic. Is this the right shop for me? Take the time to find an auto repair shop with a good reputation and a record of reasonable charges. You should feel free to interview mechanics about their work. See if they are willing to answer questions. Feel free to ask the mechanic for references and contact them. Look around the shop; does it appear to be run professionally? There is a legal requirement for a repair shop to post the current method by which labor charges are calculated, including any dollar figures used. This information should be posted in a conspicuous location within the shop or on the customer’s invoice or estimate. Some mechanics charge a flat rate for labor. Others charge on the basis of the actual time the technician worked on the repair. Some shops charge for their diagnostic time so be sure to ask if that is the case. Make certain that the shop will honor your vehicle’s warranty. If they will, be sure to get that in writing. Shop around for the best deal. Some shops advertise that they will match a competitor’s estimate. Now that you need a mechanic This is probably going to cost me! Before you authorize major car repairs, try to get a second opinion. If possible, get cost estimates from several shops. Remember that some shops may charge for diagnostic time so ask first to avoid an unpleasant surprise. Having a detailed estimate is a good idea.

What should a cost estimate tell me? New Mexico law requires the shop to provide a written estimate if repairs are expected to exceed $100. A written estimate should include the following: • The condition to be repaired should be identified. • The parts needed to do the repairs should be identified. • An estimation of the cost of the parts and labor to do the repairs should be explicit. • The estimate should have the signature of the person making the estimate. What if the repair is going to exceed the estimate? The shop is required by law to obtain a new authorization for repairs beyond $50 or 110% of the original estimate (whichever amount is greater). The shop may obtain an oral approval from you. If you give the shop oral approval they should provide you with a copy of the written estimate no later than when you pick up your vehicle. The revised estimate should document who authorized the repairs, the phone numbers at which they were contacted, exactly what repairs were authorized and the time, date, and name of the person obtaining the authorization. Can a shop repair my vehicle without my authorization? No. A shop must have your authorization to repair the vehicle. What other rights do I have? You have a right to keep the replaced/old parts that were removed from your vehicle. If you wish to do so you should notify the shop prior to the repairs being done so that they do not dispose of the parts. You may have to pay a fee to retain parts that involve a “core” charge. If a rebuilt part is used on your car, a fee is charged if the old part is not traded back to the rebuilder that sold the part to the shop. When repairs are completed you should receive a Completed Repair Order that includes:

• A description of the work done. • The cost of each part. • The labor charges. • The vehicle’s odometer reading when you brought the vehicle in and the reading when the repair was completed. It is important to retain this paperwork particularly if the repairs were not performed satisfactorily. In the case of a dispute, you have two choices: • Pay the bill in full, noting that you are disputing part of the amount, and take your car home. You can then file a complaint with the Attorney General’s Consumer Protection Division or file a case in court to get the disputed portion of the bill refunded to you. OR • Leave the car at the shop and hire an attorney to petition the court to order that your car be released. If you select this option you may be required to post a bond. What about those advertised prices? As always, read the fine print. Advertised special prices for services, such as alignments, tune ups, or oil changes may apply to specific size engines so be sure to ask. Sometimes a service is advertised for a set price but that price applies to a four-cylinder engine and the cost for the service on a six-cylinder engine is higher. Also, make certain that an advertised cost includes all the fees you will be charged. Sometimes the total fee for repairs may involve a shop fee or environmental fee that can affect the total cost of your final bill, making comparison-shopping difficult. To file a complaint with the Office of the Attorney General obtain a complaint form at www.ago.state.nm.us or call 1-800-678-1508.

Recognizing Car Problems Early You SEE

It Might Mean

Yellowish green, pastel blue or florescent orange colors

Either an overheated engine or an antifreeze leak. Possible causes include a leaking radiator, bad hose or water pump.

Oil is leaking from the A dark brown or black oily engine. Possible causes influid clude a bad seal or gasket. A red oily spot

A fluid leak from the transmission or power steering.

A puddle of clear water

Normal condensation from your vehicle’s air conditioner.

You HEAR

It Might Mean

A loose or worn power Squeal - shrill, sharp noise steering, fan or air condirelated to engine speed tioning belt. Click – a slight, sharp noise related to engine or vehicle speed

A loose wheel cover, loose or bent fan blade, stuck valve lifter or low engine oil.

Screech – a high-pitched, piercing metallic sound Brake wear and it is time for while the vehicle is in mo- maintenance. tion Rumble – a low-pitched rhythmic sound

A defective exhaust pipe, converter or muffler or a worn universal joint or other driveline component.

Ping – a high-pitched metallic tapping sound related to engine speed

Using gas with a lower octane rating than recommended. Alternatively the engine ignition timing could be at fault.

A worn crankshaft or conHeavy Knock – a rhythmic necting rod bearings or pounding sound loose transmission torque converter. A loose shock absorber or Clunk – a random thump- other suspension compoing sound nent or loose exhausts pipe or muffler.

You SMELL

It Might Mean

Burned toast

An electrical short and burning insulation. Caution: try not to drive vehicle until problem is diagnosed.

Rotten eggs

A problem with the catalytic converter or other emission control devices. Don’t delay diagnosis and repair.

Thick acrid odor

Burning oil. Check for a leak.

Gasoline vapors after failing to start engine

Engine has been flooded, wait a few minutes and try to start it again.

Odor persists

Acrid chemical odor

Leak in the fuel system. This is a potentially dangerous problem; have the vehicle checked out promptly. Overheated brakes or clutch. Check your parking brake. Stop vehicle and allow the brakes to cool. If light smoke is coming from a wheel the brake is stuck and the vehicle needs for be towed for repair.

Sweet, steamy odor

Coolant leak. If there is no indication of overheating drive carefully to nearest service station (watch your gauges for overheating). If in addition to the odor there is a hot, metallic scent and steam under the hood, the engine has overheated. Pull over. Continuing to drive can seriously damage the engine. Vehicle should be towed for repair.

You FEEL

It Might Mean

Steering Wandering or difficulty steering in a straight line

Misaligned front wheels and/or worn steering components (e.g., idler or ball joint).

Under-inflated tires or damPulling to the right or left aged or misaligned front end.

Rough ride and handling

Worn shock absorbers or other suspension components or improper tire inflation can contribute to poor cornering. Unbalanced or improperly balanced tires can contribute to vibration. Overloading vehicle may have damaged springs.

Vehicle pulls to one side when braking Brake pedal sticks to the floor when pressure is maintained Grinding or scraping when brakes are applied Brake light is lit

There is a brake problem and diagnosis and repair is needed.

Difficult to start Check engine light is lit Rough idling Stalls Poor acceleration Poor fuel economy Excessive oil use Engine continues to run after the key is removed

There is an engine problem and diagnosis and repair is needed.

Abrupt or hard shifts between gears Delayed or no repose when shifting from neutral to drive or reverse Failure to shift during normal acceleration Slippage during acceleration. Engine speeds up but vehicle does not respond.

Transmission performance problem. There are numerous causes including component failure or a disconnected hose or plugged filter. Make sure the repair shop checks the simple potential causes first.

Office of the New Mexico Attorney General Santa Fe Office Paul Bardacke Attorney General Complex 408 Galisteo Street Santa Fe, New Mexico 87501 Phone:(505) 827-6000 Fax: (505) 827-5826 Albuquerque Office 111 Lomas NW, Suite 300 Albuquerque, NM 87102 Phone: (505) 222-9000 Fax: (505) 222-9006 Las Cruces Office 201 North Church Street, Suite 315 Las Cruces, NM 88001 Phone: (505) 526-2280 Fax: (505) 526-2415 Consumer Toll-Free Number 1-800-678-1508

www.nmag.gov