car repair guide

8/7/2019 car repair guide

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Office of New Mexico Attorney General

Gary K. King





Message from Attorney

General Gary K. King

“A tree never hits an automobile except inself defense.” ~American Proverb

You might be thinking, “What does the At-torney General o New Mexico know aboutcar repairs?” As a person who has traveled by automobile rom one end o this state to the

other more times than I can remember, I think I’ve gathered a little knowledge along the way.

But the inormation in this brochure comes rom real experts in theeld and I think anyone who is acing car repairs, rom an oil changeto a new transmission can learn rom these guidelines. Inside you willnd tips on how to recognize potential mechanical problems, how to

choose a trustworthy mechanic and what your rights are as a con-sumer.

Finally, avoiding accidents is one way to avoid costly repairs, so don’tdrink and drive and buckle those seatbelts. Tank you.

Gary K. KingNew 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 onrepairs that are shoddy, misdiagnosed, based on bad estimates or notauthorized. Ideally, you should nd a mechanic you can trust beoreyou need one.

Reading your car manual and knowing how it operates will help youspot problems and help you avoid auto repair rip-os. Knowing how

to select a trustworthy mechanic is an important step toward avoidingauto repair rip-os. Finally, know your rights as a consumer.

Before you need a mechanic

Who do you trust?

Ask riends, amily, or people you trust or recommendations. Youmight consider asking your insurance agent or other business peopleor their recommendations. A recommendation rom someone whohas rsthand experience with a mechanic will provide you with thebest inormation. I a recommended mechanic does not work onyour 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 le a or-mal complaint with the Consumer Protection Division o the New Mexico Attorney General’s Oce or Better Business Bureau in yourarea. You might want to select a repair shop that has had ew com-plaints as well as a history o resolving the complaints rather than

ignoring them.

Does the mechanic have the knowledge and skill to work on my car?

You want to nd a mechanic who has worked on cars o the samemake and model as your car. Some shops display certications suchas ASE (Automotive Service Excellence). Such certicates indicate



that a mechanic has met certain standards in a specic technical train-ing area. But passing a certication test does not tell you i you aredealing with an honest mechanic.

Is this the right shop for me? ake the time to nd an auto repair shop with a good reputation anda record o reasonable charges. You should eel ree to interview me-chanics about their work. See i they are willing to answer questions.Feel ree to ask the mechanic or reerences and contact them. Look around the shop; does it appear to be run proessionally?

Tere is a legal requirement or a repair shop to post the currentmethod by which labor charges are calculated, including any dollargures used. Tis inormation should be posted in a conspicuouslocation within the shop or on the customer’s invoice or estimate.Some mechanics charge a at rate or labor. Others charge on thebasis o the actual time the technician worked on the repair. Some

shops charge or their diagnostic time so be sure to ask i that is thecase.

Make certain that the shop will honor your vehicle’s warranty. I they will, be sure to get that in writing.

Shop around or the best deal. Some shops advertise that they will

match a competitor’s estimate.

Now that you need a mechanic

Tis is probably going to cost me!

Beore you authorize major car repairs, try to get a second opinion. I

possible, get cost estimates rom several shops. Remember that someshops may charge or diagnostic time so ask rst to avoid an unpleas-ant 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 i re-pairs are expected to exceed $100. A written estimate should includethe ollowing:

• Te condition to be repaired should be identied.• Te parts needed to do the repairs should be identied.• An estimation of the cost of the parts and labor to do the repairsshould be explicit.• Te estimate should have the signature of the person making theestimate.

What if the repair is going to exceed the estimate?

Te shop is required by law to obtain a new authorization or repairsbeyond $50 or 110% o the original estimate (whichever amount isgreater). Te shop may obtain an oral approval rom you. I you givethe shop oral approval they should provide you with a copy o the

written estimate no later than when you pick up your vehicle. Terevised estimate should document who authorized the repairs, thephone numbers at which they were contacted, exactly what repairs were authorized and the time, date, and name o the person obtainingthe 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 removedrom your vehicle. I you wish to do so you should notiy the shopprior to the repairs being done so that they do not dispose o the

parts. You may have to pay a ee to retain parts that involve a “core”charge. I a rebuilt part is used on your car, a ee is charged i the oldpart is not traded back to the rebuilder that sold the part to the shop.

When repairs are completed you should receive a Completed RepairOrder that includes:



• A description of the work done.• Te cost of each part.• Te labor charges.• Te 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 i the repairs werenot perormed satisactorily.

In the case o 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 le a complaint withthe Attorney General’s Consumer Protection Division or le a case incourt to get the disputed portion o the bill reunded to you. OR • Leave the car at the shop and hire an attorney to petition the courtto order that your car be released. I you select this option you may be required to post a bond.

What about those advertised prices?

As always, read the ne print. Advertised special prices or services,such as alignments, tune ups, or oil changes may apply to specic sizeengines so be sure to ask. Sometimes a service is advertised or a setprice but that price applies to a our-cylinder engine and the cost orthe service on a six-cylinder engine is higher.

Also, make certain that an advertised cost includes all the ees you willbe charged. Sometimes the total ee or repairs may involve a shopee or environmental ee that can aect the total cost o your nal bill,making comparison-shopping dicult.o le a complaint with the Oce o the Attorney General obtain acomplaint orm at www.ago.state.nm.us or call 1-800-678-1508.



Recognizing Car Problems Early

You SEE It Might Mean

Yellowish green, pastelblue or orescent orangecolors

Either an overheated engineor an antireeze leak. Possi-ble causes include a leakingradiator, bad hose or waterpump.

A dark brown or black oily uid

Oil is leaking rom theengine. Possible causes in-clude a bad seal or gasket.

A red oily spot A uid leak rom the trans-mission or power steering.

A puddle o clear waterNormal condensation romyour vehicle’s air condi-tioner.



You HEAR It Might Mean

Squeal - shrill, sharp noise

related to engine speed

A loose or worn powersteering, an or air condi-

tioning belt.

Click – a slight, sharpnoise related to engine or vehicle speed

A loose wheel cover, looseor bent an blade, stuck valve liter or low engine oil.

Screech – a high-pitched,

piercing metallic sound while the vehicle is in mo-tion

Brake wear and it is time ormaintenance.

Rumble – a low-pitched

rhythmic sound

A deective exhaust pipe,converter or mufer or a

worn universal joint orother driveline component.

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

Using gas with a loweroctane rating than recom-mended. Alternatively the engine ignition timingcould be at ault.

Heavy Knock – a rhythmicpounding sound

A worn crankshat or con-necting rod bearings orloose transmission torqueconverter.

Clunk – a random thump-ing sound

A loose shock absorber orother suspension compo-nent or loose exhausts pipeor mufer.



You SMELL It Might Mean

Burned toast

An electrical short andburning insulation.

Caution: try not to drive vehicle until problem is diag-nosed.

Rotten eggs

A problem with the catalyt-ic converter or other emis-

sion control devices. Don’tdelay diagnosis and repair.

Tick acrid odorBurning oil. Check or aleak.

Gasoline vapors ater ail-ing to start engine

Odor persists

Engine has been ooded,

wait a ew minutes and try to start it again.

Leak in the uel system.Tis is a potentially danger-ous problem; have the ve-hicle checked out promptly.

Acrid chemical odor

Overheated brakes orclutch. Check your park-ing brake. Stop vehicle andallow the brakes to cool. I

light smoke is coming roma wheel the brake is stuck and the vehicle needs or betowed or repair.



Sweet, steamy odor

Coolant leak. I there is noindication o overheatingdrive careully to nearest

service station (watch yourgauges or overheating).I in addition to the odorthere is a hot, metallic scentand steam under the hood,the engine has overheated.

Pull over. Continuing todrive can seriously damagethe engine. Vehicle shouldbe towed or repair.



You FEEL It Might Mean

Steering

Wandering or difculty steering in a straight line

Pulling to the right or let

Misaligned ront wheelsand/or worn steering com-

ponents (e.g., idler or ball joint).

Under-inated tires or dam-aged or misaligned rontend.

Rough ride and handling

Worn shock absorbers orother suspension compo-nents or improper tire ina-tion can contribute to poorcornering.

Unbalanced or improperly balanced tires can contrib-ute to vibration.Overloading vehicle may have damaged springs.

Vehicle pulls to one side when braking Brake pedal sticks to theoor when pressure ismaintained Grinding or scraping

when brakes are applied Brake light is lit

Tere is a brake problemand diagnosis and repair isneeded.



Difcult to start Check engine light is lit Rough idling StallsPoor accelerationPoor uel economy Excessive oil useEngine continues to runater the key is removed

Tere is an engine problemand diagnosis and repair isneeded.

Abrupt or hard shits be-tween gearsDelayed or no repose when shiting rom neu-tral to drive or reverseFailure to shit during nor-mal accelerationSlippage during accelera-tion. Engine speeds upbut vehicle does not re-

spond.

ransmission perormanceproblem. Tere are numer-ous causes including com-

ponent ailure or a discon-nected hose or pluggedlter. Make sure the repairshop checks the simple po-tential causes rst.





Ofce of the New Mexico Attorney General

Santa Fe OfcePaul Bardacke Attorney General Complex

408 Galisteo Street

Santa Fe, New Mexico 87501

Phone:(505) 827-6000

Fax: (505) 827-5826

Albuquerque Ofce111 Lomas NW, Suite 300

Albuquerque, NM 87102

Phone: (505) 222-9000

Fax: (505) 222-9006

Las Cruces Ofce

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

Documents

car repair guide