Feels
Like Trouble
TROUBLE
SHOOTING
COMMON
REPAIR QUESTIONS
What
should you look for when choosing a repair
shop?
*
Look for an auto repair shop before you need one.
Avoid being rushed into last-minute decisions.
*
Ask for recommendations. Word-of-mouth often is
the best advertising for a good technician. Ask
friends, family members and others for
recommendations of repair shops or technicians
they trust.
*
State or local law may require the repair shop to
be licensed or registered, and you should ask to
see current licenses. Also, ask your State
Attorney General's office or local consumer
protection agency about the repair shop's
complaint record.
*
Be sure the repair shop is capable of performing
the repairs needed.
*
Find a repair shop that honors your vehicle's
warranty.
*
Shop around among comparable shops for the best
deal.
FINDING
THE RIGHT TECHNICIAN
Is
one technician better than another?
*
Look for shops that display various certifications
like an Automotive Service Excellence seal.
Certifications indicate that some or all of the
technicians have met basic standards of knowledge
and competence in specific technical areas. Make
sure the certifications were recently obtained.
Remember, however, that certification alone is not
an absolute guarantee of good or honest work.
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REPAIR
CHARGES: UNLOCKING THE MYSTERY
What
should be included in an estimate?
*
Always get and keep a signed written cost estimate
for the work to be performed. Make sure the
estimate specifically identifies the condition to
be repaired, the parts needed and the anticipated
labor charge.
*
Make sure the estimate states that the shop will
contact you for approval before performing any
work exceeding a specified amount of time and
money. Your state may require this; check with
your state Attorney General's office to determine
your rights.
*
Some shops charge a flat rate for labor on auto
repairs. This published rate is based on an
independent or manufacturer's estimate of the time
required to complete repairs. Other shops charge
on the basis of the actual time the technician
worked on the repair. Before having any work
performed, ask which cost method the shop uses.
Top
When
should you get a second opinion?
*
Even though you bring in your car with a specific
problem, additional repairs may be recommended. If
you are uncertain whether the work needs to be
done, you may want to consult your owner's manual
or get a second opinion.
*
On expensive or complicated repairs, or if you
have questions about suggested repair work, get a
second opinion or estimate.
*
Ask if there will be a diagnostic charge if you
decide to have the work performed elsewhere. Many
repair shops charge for diagnostic time.
*
Shops that do only diagnostic work and do not sell
parts or repairs may be able to give you an
objective opinion about which repairs are
necessary.
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After
your repair is done, what do you need?
*
After repairs are finished, get a completed repair
order describing the work done. This should list
each repair, all parts supplied, the cost of each
part, labor charges and the vehicle's odometer
reading when the vehicle entered the shop and when
the repair order was prepared. Your state may
require that the shop provide this; check with
your state Attorney General's office or local
consumer protection agency.
*
Get back all replaced parts. Your state may
require this; check with your state Attorney
General's office or local consumer protection
agency.
What
should you know about the parts to be repaired or replaced
on your vehicle?
Top
Parts
are classified as:
*
New auto parts - These parts are generally made to
original manufacturer's specifications, either by
the vehicle manufacturer or an independent
company. Your state may require repair shops to
tell you if non-original equipment will be used in
the repair. Prices and quality of these parts can
vary widely.
*
Remanufactured, rebuilt and reconditioned parts -
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.
*
Salvage parts - These are used parts taken from
another vehicle without alteration. Salvage parts
may be the only source for certain items, though
their reliability is seldom guaranteed.
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PREVENTIVE
MAINTENANCE
What
are the consequences of postponing maintenance?
*
Since many parts of your vehicle are
inter-related, ignoring maintenance can lead to
failure of other parts or an entire system.
Neglecting even simple preventive maintenance,
such as changing the oil or checking the coolant,
can lead to poor fuel economy, unreliability, or
costly breakdowns, and could invalidate your
warranty.
Top
What
maintenance guidelines should you follow to
avoid costly repairs?
*
The best way to keep a vehicle in good condition
is to follow the manufacturer's maintenance
schedule in your owner's manual for your type of
driving. If you do not have an owner's manual,
contact the manufacturer to obtain one or to get a
recommended maintenance schedule.
*
Some repair shops create their own maintenance
schedules, which call for more frequent servicing
than the manufacturer's recommendations. Compare
shop maintenance schedules with those recommended
in your owner's manual. Ask the repair shop to
explain - and make sure you understand - why it
recommends service beyond the recommended
schedule.
Top
PROTECTING
YOUR AUTO REPAIR INVESTMENT
What
warranties and service contracts apply to vehicle
repairs?
*
There is no such thing as a "standard
warranty" on repairs. Make sure you
understand what is covered under your warranty and
get it in writing.
*
Check with the Federal Trade Commission or your
state or local consumer protection agency for
information about your warranty rights.
*
Warranties may be subject to limitations,
including time, mileage, deductibles, businesses
authorized to perform warranty work or special
procedures required to obtain reimbursement. Make
sure you understand these limitations.
*
Compare warranty policies when selecting a repair
shop.
*
Many vehicle dealers and others sell optional
contracts, called service contracts, issued by
vehicle manufacturers or independent companies.
Not all service contracts are the same; prices
vary and are usually negotiable. To help decide
whether to purchase a service contract, consider
the following:
Top
-
The cost of the service contract.
- The repairs to be covered.
- Coverage of the service contract and whether it
overlaps that provided by any other warranty.
- The deductible.
- Where the repairs are to be performed.
- Procedures required to file a claim, such as
getting prior authorization for specific repairs
or meeting required vehicle maintenance schedules.
- Whether repair costs are paid directly by the
company to the repair shop or whether you will
have to pay first and get reimbursed.
- The reputation of the service contract company,
which can be checked with your state Attorney
General's office or the local consumer protection
agency.
Top
How
do you resolve a dispute regarding billing,
quality of repairs or warranties?
*
Be prepared to take action if something goes
wrong. Keep records of all transactions. Write
down your experiences, dates, times, expenses and
the names of people you dealt with. Keep copies of
all written materials you receive, such as bills
and estimates.
*
If there is a dispute over a repair or charge,
first try to settle the problem with the shop
manager or owner. Some businesses have programs
for handling disputes. You may then want to seek
help from your state Attorney General's office or
local consumer protection agency. These groups
also can tell you if low-cost alternative dispute
resolution programs are available in your
community. In addition, you may want to consider
filing a claim with a local small claims court,
where you do not need a lawyer to represent you.
*
Many states have laws regulating how a repair shop
operates, spelling out each party's obligations.
You may wish to contact your state Attorney
General's office or consumer protection agency for
specific information about your rights and options
for recourse.
HEADING
OFF PROBLEMS
*
* * * * * * * * * * * * * * * * * * * * * * *
Top
The
more you know about your vehicle, the more likely
it is you can head off problems.
Many
common vehicle problems can be spotted by using
your senses. You may learn
a
lot by inspecting the area around your vehicle,
listening for strange noises, sensing
a
difference in the way your vehicle handles, or
even noting unusual odors.
Top
LOOKS
LIKE TROUBLE
Identifying
the cause of a puddle of fluid under your vehicle
may save you serious trouble down the road. Small
stains or an occasional drop may be of little
concern. But wet spots deserve attention and
bigger puddles should be checked immediately by
the nearest service station.
Fluids
can be identified by their color and consistency:
*
Yellowish green, pastel blue or florescent orange
colors indicate an overheated engine or an
antifreeze leak caused by a bad hose, water pump
or leaking radiator.
*
Dark brown or black oily fluid means the engine is
leaking oil. The leak could be caused by a bad
seal or gasket.
*
A red oily spot indicates a transmission or
power-steering fluid leak.
*
A puddle of clear water is usually no problem. It
may be normal condensation from your vehicle air
conditioner.
Top
SMELLS
LIKE TROUBLE
Some
problems can be detected simply by following your
nose. Consider these causes if you smell something
unusual about your vehicle:
*
Burned toast or a light, sharp odor often signals
an electrical short and burning insulation. To be
safe, try not to drive the vehicle until the
problem is diagnosed.
*
Rotten eggs or a continuous burning-sulphur smell
usually indicates a problem in the catalytic
converter or other emission control devices. Do
not delay diagnosis and repair.
*
A thick acrid odor usually means burning oil. Look
for signs of a leak.
*
If you smell gasoline vapors after a failed start,
you may have flooded the engine. Wait a few
minutes before trying again. If you constantly
smell gas, you probably have a leak in the fuel
system. This is a potentially dangerous problem
that should be repaired immediately.
*
Burning resin or an acrid chemical odor may signal
overheated brakes or clutch. Check the parking
brake. Stop and allow the brakes to cool after
repeated hard braking on mountain roads. Light
smoke coming from a wheel indicates a stuck brake.
The vehicle should be towed for repair.
*
A sweet, steamy odor indicates a coolant leak. If
the temperature gauge or warning light does not
indicate overheating, drive carefully to the
nearest service station, keeping an eye on your
gauge. If the odor is accompanied by a hot,
metallic scent and steam from under the hood, your
engine has overheated. Pull over immediately.
Continued driving could cause severe engine
damage. The vehicle should be towed for repair.
Top
SOUNDS
LIKE TROUBLE
Squeaks,
squeals, rattles, rumbles and other sounds can
provide valuable clues about problems and
maintenance needs. Here are a number of the more
common noises and what they may mean:
Squeal
- A shrill, sharp noise, usually related to engine
speed.
*
Loose or worn power steering, fan or air
conditioning belt.
Click
- A slight sharp noise, related to either engine
speed or vehicle speed.
*
Loose wheel cover.
* Loose or bent fan blade.
* Stuck valve lifter or low engine oil.
Screech
- A high-pitched, piercing metallic sound, usually
occurs while the vehicle is in motion.
*
It is caused by brake wear indicators to alert the
driver that brake maintenance is needed.
Rumble
- A low-pitched rhythmic sound.
*
Defective exhaust pipe, converter or muffler.
* Worn universal joint or other drive-line
component.
Ping
- A high-pitched metallic tapping sound, related
to engine speed.
*
Usually caused by fuel with a lower octane rating
than recommended. Check your owner's manual for
the proper octane rating. You may want to switch
to a different gas octane or gas station. If the
problem persists, engine ignition timing could be
the culprit.
Heavy
Knock - A rhythmic pounding sound.
*
Worn crankshaft or connecting rod bearings.
* Loose transmission torque converter.
Clunk
- A random thumping sound.
*
Loose shock absorber or other suspension
component.
* Loose exhaust pipe or muffler.
Top
FEELS
LIKE TROUBLE
Difficult
handling, a rough ride, vibration and poor
performance are the kinds of symptoms you can
feel. When the driving experience doesn't feel
quite right, look for:
Steering
*
Wandering of difficulty steering in a straight
line can be caused by misaligned front wheels
and/or worn steering components such as the idler
arm or ball joints.
* Pulling, the vehicle's tendency to steer to the
left or right, can be caused by something as
simple as under-inflated tires, or as serious as a
damaged or misaligned front end.
Ride
and Handling
*
Worn shock absorbers or other suspension
components can contribute to poor cornering
characteristics. Also check for proper tire
inflation.
* While there is no hard and fast rule about when
to replace shock absorbers or struts, try this
test: bounce the vehicle up and down hard at each
wheel and then let go. See how many times the
vehicle bounces. Weak shocks will allow the
vehicle to bounce twice or more.
* Springs do not normally wear out and do not need
replacement unless one corner of the vehicle is
lower than the others. Overloading your vehicle
can damage your springs.
* Tires always should be balanced properly. An
unbalanced or improperly balanced tire will cause
the vehicle to vibrate and may prematurely wear
steering and suspension components.
Brakes
The
following symptoms indicate problems with your
brakes. Diagnosis and repair should be scheduled.
*
The vehicle pulls to the left or right when the
brakes are applied.
* The brake pedal sinks to the floor when braking
pressure is maintained.
* Scraping or grinding is heard or felt during
braking.
* The "brake" light on the instrument
panel is lit.
Engine
All
of the following symptoms indicate problems with
your engine. Diagnosis and repair are needed.
* Difficulty starting the engine.
* Rough idling or stalling.
* Poor acceleration.
* Poor fuel economy.
* Excessive oil use (more than one quart between
changes).
* The "check engine" light on the
instrument panel is lit.
Transmission
Poor
transmission performance may come from actual
component failure or a simple disconnected hose or
plugged filter. Make sure the technician checks
the simple items first; transmission repairs are
normally expensive. Some of the most common
symptoms of transmission problems are:
*
Abrupt or hard shifts between gears.
* Delayed or no response when shifting from
neutral to drive or reverse.
* Failure to shift during normal acceleration.
* Slippage during acceleration. The engine speeds
up, but the vehicle does not respond.
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TROUBLE
SHOOTING
*
* * * * * * * * * * * * * * * * * * * * * * * * *
* * * * * * * * *
Sometimes
problems may require a simple repair, not a major
overhaul. Here are a few common repair tips:
Alternator
-
Loose
wiring can make your alternator appear defective.
Make sure the technician checks for loose
connections and performs an output test before
replacing it.
Battery
-
Corroded
or loose battery terminals can make the battery
appear dead or defective. Make sure the technician
cleans the terminals and tests battery function
before replacing it.
Starter
-
What
appears to be a defective starter may actually be
a dead battery or poor connection. Ask your
technician to check all connections and test the
battery before repairing the starter.
Muffler
-
A
loud rumbling noise under your vehicle indicates
the need for a new muffler or exhaust pipe.
Quality replacement parts obviously cost more.
Low-priced parts are seldom a good buy unless you
keep the vehicle less than a year. Make sure you
understand exactly what the warranty covers,
because many exhaust system warranties have
serious exceptions and limitations.
Tune-up
-
The
old-fashioned "tune-up" may not apply to
your vehicle. Fewer parts need to be replaced on
newer vehicles other than belts, spark plugs,
hoses and filters. Follow recommendations in your
owner's manual.
FOR
MORE INFORMATION, CONTACT:
Attorney
General Andrew M. Cuomo
The Capitol
Albany, NY 12224
1-800-771-7755
Federal
Trade Commission
Correspondence Branch
Washington, D.C. 20580 Top