Auto Repair - Steps 4 through 6

• Explain the problem clearly to the service representative, taking time to list everything and ask questions as to the diagnosis of possible causes of the problem. Make sure you understand the answers.
• Arrange to receive a telephone call or other message from the shop with a diagnosis before repair work is done. If the shop does not call you at the appointed time, call the shop (get the rep’s number) and ask for a diagnosis.
• Ask the service rep if all labour and parts are guaranteed.
• Make certain the work order or estimate includes a note “Make no repairs or replacement without authorization by owner” and include your telephone number with the time you expect a call or will be calling the shop.

• For many repairs, the auto repair or auto body repair shop should provide a written estimate before work is performed (see teardown estimate below). Find out if there is a charge for this estimate. If you don’t agree with the estimate, choose another shop.
• You may be asked to authorize a dollar amount ahead of time. If you sign a work order with such an authorization, expect to pay up to this amount even if all work is not done because the estimate was low. You may be asked to pay above this authorized amount once the full extent of the work is known and the final estimate is given. If you authorize an amount in advance, understand the extent of work to be done within this authorized amount.
• Be sure the estimate includes the total price of parts and labour for the specified repair; sales tax likely will be extra.
• If you wish ‘new’ parts, have this specified in your estimate. Also, if you know the method of repair you prefer, have this listed as well. Once specified in the estimate, the shop must adhere to this agreement.
• Do not sign a blank work order.
• After you have signed a work order with an estimate, your verbal agreement to ‘go ahead’ is binding on you. However, you must give permission for work and billing above the estimated amount. The shop must list the details of your ‘permission’ such as the time and telephone number of authorization and who gave it.
• Make sure if service is to be provided by a different shop as well, this is noted on your estimate or work order and that you consent to this. For instance, replacement of auto glass may be done by a different shop than the one to which you originally took your vehicle.

• If the problem is complex, requiring a ‘teardown’ or dismantling of parts before the estimate is given, make sure the estimate includes the price of this teardown, reassembly, replacement of gaskets, seals and other parts
• Get an estimate of the maximum time for this work
• After the teardown and diagnosis of the problem, a second estimate should be given for complete repair including all parts and labour but not necessarily the sales tax. If you do not give permission for this repair, the vehicle should be reassembled within the teardown estimate and the estimated maximum time.

• When the job is done, get an invoice showing the name, address and registration details of the shop. The invoice should show all work performed with labour and parts itemized separately, work under warranty performed at no charge, identification of each part used with a notation of whether the part was used, reconditioned or rebuilt along with sales tax listed separately.
• Get replaced parts if you wish but you may be asked to pay for a ‘core charge’ for parts the shop plans to return to the supplier for rebuilding. You have a right to see parts which were replaced in the repair if this is of importance to you.
• Get written guarantees on all work and parts including the identity of who makes the guarantee, what it covers and for how long, steps to having the guarantee honoured, service charges that may be levied, how long the warranty remains in effect (e.g. 90 days from the date of repair), included and excluded items, if the warranty terms change depending on time or mileage and whether the warranty is transferable if you sell the vehicle.