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Important Terms
to Know
Estimate:
You are entitled to
a written price estimate
for the repairs you have authorized
before the work is performed,
only if you deal face-to-face with the
facility and the work is
expected to cost more than $100. Once
you receive an estimate, the
facility may not charge you more than
10% above the estimated costs
without your prior
approval.
The estimate
includes, among other things: the
odometer reading; a description of the
problem or the specific repair
requested; choice of alternatives for
the customer; the estimated
cost; labor and parts necessary for the
specific diagnosis/repair
requested.
Possessory Liens:
In most cases, the
repair facility has the right
to keep a vehicle until the customer
pays the bill if the customer
was given an authorized estimate and the
amount charged is within
110 percent of the written estimate
(plus tax). However, a repair
facility cannot hold your car
if:
- The repair
facility did not return a part
the customer requested before work
began;
- There was
face-to-face contact and the repair
facility did not provide a customer
with a written estimate or
a choice of a written
estimate;
- There was no
face-to-face contact and the
repair facility did not obtain
authorization;
- The charges were
more than 110 percent of
the written estimate and did not
obtain authorization to exceed
that estimate;
- The repair
facility did not post the "YOUR
CUSTOMER RIGHTS"
sign.
Invoice:
Must include a
description of the services performed.
A list and description of all parts
supplied and an indication of
whether the parts were rebuilt, used, or
(where collision damage
is involved) after-market body parts or
non-original equipment manufactured
body parts. The price per part, the
total amount charged for all
parts, the total amount charged for all
labor, and the total charge
should all be included on the
invoice.
Repair facility:
Any person, firm,
association, or corporation
who for compensation engages in the
business of automotive repair
or diagnosis or both. Repairs include
work involving body collision
repair, refinishing, brake, electrical,
exhaust repair or installation,
frame, unibody, front-end, radiators,
tires, transmission, tune-up,
and windshield.
Service contracts:
These contracts,
issued by car manufacturers
and independent companies, usually cover
repair or replacement services
for operational or structural failure
due to defects in materials
or workmanship. Call the ConsumerLine
(Tape #147, see "For Further
Information", on the back of this
brochure) for more information.
Warranties:
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.
Warranties are usually subject to
limitations, including: mileage,
deductibles, businesses authorized
to perform warranty work, and special
procedures required to obtain
reimbursement. Compare warranty
policies. The repair facility must
make available any express warranty
provided by the repair facility
to the customer that covers repairs
performed on the vehicle. Call
the ConsumerLine for more information
(Tapes #145, #146 and #960).
Violations
of the Law
A violation of the
auto repair law is also a
violation of the Consumer Protection
Act. This means the consumer
can recover up to three times the amount
of damages (up to $10,000)
in a successful court
action.
Under the law (RCW
46.71) the following specific
actions are unfair and
misleading:
- Advertising that
is false, deceptive, or
misleading
- Materially
misstating the estimated price
for a specific repair procedure (low
balling)
- Retaining
payment from a customer for parts
not delivered or installed, or a
repair procedure not performed
- Unauthorized
operation of a customer's vehicle
for purposes not related to repair or
diagnosis
- Failing or
refusing to provide a customer,
upon request, a free copy of any
document signed by the customer
- Retaining
payment from both the customer
and the warranty or extended service
provider for the same covered
part or labor
- Charging the
customer for repairs for which
there is no reasonable
basis
- Failing to post
required notice of rights
sign
- Failing to
comply with estimate/invoice
provisions in material
respects
- Failing to
retain invoice/estimates for
one year
However, in a lawsuit
involving unauthorized repairs
the court can rule that the law was not
violated if the facility proves
by "a preponderance of evidence" that
making the unauthorized repairs
was reasonable, necessary and justified
under the circumstances.
Dealing
With An Auto Repair
Facility
The best time to
look for an auto repair facility
is before you need one, when you have
the time to shop around.
In looking for an
auto repair facility, ask
for recommendations. The best referrals
are from family and friends
who have had positive experiences with a
repair facility.
But ask the facility
for references, too, and
check them out. You can also check with
the Better Business Bureau
and AAA to see what kind of consumer
record the facility has.
Once you've found a
facility you like, which
is technically competent to do the work,
there are a two key rules
to remember: Only work that you
authorized can be performed and
you should keep written
records.
The first step in
dealing with a repair problem
is to check if the parts or service you
need are covered by an existing
warranty. If so, ask if the repair
facility will honor the parts
warranty and whether it provides in
writing a warranty for its own
work. Then go to the facility to get an
estimate including condition
to be repaired, parts needed, and
anticipated labor charge. Be sure
to determine in advance if there is a
diagnostic charge. If the
estimate seems too high, ask for an
explanation and get a second
opinion before authorizing any
work.
In dealing with the
facility, there are four
things to watch out for:
- You must ask for
the damaged parts to be
shown or returned to you, if you would
like them, before the work
is done.
- If the repairs
cost more than $100, you're
entitled to a written estimate. You
must authorize the work to
be done. The repair facility must also
provide you with a written
invoice after all work is performed.
Compare it to the original
authorized estimate.
- The facility
owner/manager can hold the
car until the bill is paid, if the
customer refuses to pay charges
which are within 110 percent of the
original, authorized estimate
(including any subsequent
authorizations).
- The facility
must notify you and receive
either your written or oral approval
to do any extra work that
will increase the cost more than 10
percent above the original,
authorized estimate. For example, the
facility may hold your car
until you pay the bill if you approved
a $200 estimate and the
final bill was less than $220 before
taxes. You must pay the approved
estimate cost, and up to 10 percent
more, to get a vehicle back
from a facility.
Make sure you have a
copy of the warranty if one
is provided. Get all promises in
writing.
Your Customer
Rights
You are entitled by
law to:
- A written
estimate for repairs which will
cost more than $100, unless waived or
absent face-to-face contact;
- Return or
inspection of all replaced parts,
if requested at time of repair
authorization;
- Authorize orally
or in writing any repairs
which exceed the estimated total
presales tax cost by more than
ten percent;
- Authorize any
repairs orally or in writing
if your vehicle is left with the
repair facility personnel.
f you have
authorized a repair in accordance
with the above information, you are
required to pay for the costs
of the repair prior to taking the
vehicle from the premises.
Resolving
Complaints
The hints we've
offered above will help in getting
through the typical experience at an
auto repair facility. However,
some problems inevitably
arise.
Authorized
repairs proved inadequate to repair
car. Before you blame the facility
owner/manager for ripping
you off, consider whether you authorized
the needed repairs or tried
to get by with the minimum which proved
insufficient. All too often
we gamble on the cheap fix and it
fails.
The customer is
not satisfied with the vehicle
after the repair. If the facility
offers a warranty, return
to the facility. Discuss the situation
with the owner/manager and
determine where the problem lies:
miscommunication, poor workmanship,
faulty parts.
Once you've
identified the problem, address
it. Don't become the problem. Get
organized and be prepared
to negotiate.
Try to work it out
in a reasonable manner with
the facility owner/manager. Show copies
of the estimate or other
documentation which support your
position. Listen carefully to the
facility's position and be prepared to
compromise to a fair solution.
No luck with
the facility
owner?
Four options
include:
- The Consumer
Resource Center, Office of
the Attorney General, offers mediation
services;
- Ask the
owner/manager to resolve the dispute
through arbitration/mediation (for
example, AAA, the Better Business
Bureau, or a Dispute Resolution
Center);
- Pursue the case
through small claims court;
however, you should note that you can
only sue for money in Small
Claims Court. The Court cannot order
your car fixed;
- Consult an
attorney for further options.
Our well-trained and ASE certified mechanics are experts at both detecting problems and at making repairs. We have the latest technology. This aids our competent staff in making those accurate and complete repairs. One of our clients says, "Great service and knowledgeable experts. I'll for sure tell my friends and other persons about All Transmissions and Automotive." Service is what we're all about. Our mechanics and office staff are a team that responds well to our customers' needs.
"There is a difference at All Transmissions and Automotive. With the goal of superior customer service, an excellent staff, and sincere appreciation for each customer, we are able to consistently perform to your satisfaction.
Come to where performance and customer service is still the most important concept in doing business."
-- Jim Sharbono, President
SPECIAL OFFER
Call us when you need automobile repair or service. Mention this Web site and we'll give you FREE TOWING with repair and a 10% DISCOUNT of up to $100 on any repair.
We'll get you back on the road.
Our service/tow truck is the kind that piggy-backs your automobile instead of pulling it along behind. Our truck safely carries your automobile in for repair.
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