The following is reprinted from Consumer Reports
Survey: Consumers trust their shop for car maintenance and repair
Dec 20, 2011 12:30 PM
Contrary to what you might assume, it turns out that car owners put a lot of faith in their chosen repair shops, with 83 percent of those involved in repair decisions saying they are confident they’ll get the right maintenance and repair work done for the right price. This is one of the highlights of a new survey by the Consumer Reports National Research Center, which also found that more than half of car owners completely trust their shop.
At a time when the average car in America is 9 years old, many motorists are dependent upon proper maintenance and repair to keep their vehicle operating properly. Based on 1,699 random, nationwide telephone interviews of adult car owners conducted from November 3-7, 2011, we found that, on average, owners plan to keep their current car for another five years, underscoring the importance of regular maintenance and having a good, trustworthy mechanic.
To keep their vehicles running reliably, three-quarters (77 percent) of respondents take their car to a shop for maintenance and repair, while 21 percent reportedly handle those duties themselves.
More respondents (37 percent) took their cars to independent shops than to other types of mechanics . These are followed by dealerships (30 percent) and repair chains (11 percent), such as Midas or Pep Boys.
The vast majority of respondents who are involved with repair decisions (91 percent) said they trust their repair shop, with women, older drivers, and those with household incomes above $50,000 being significantly more trusting. Only eight percent of interviewees said they trust their shop very little or not at all.
When asked about their shop’s quality and pricing, consumers were again overwhelmingly satisfied, with just 15 percent expressing a lack of confidence.
Even with a high level of trust, consumers do their research before bringing the car to the shop and many wish they had more information available.
Car owners agree that they...
Authorize whatever work the shop recommends
73%
Research reommendations before authorizing work
68%
Wish they had more information going into the shop
56%
Negotiate the price of the work
46%
Shop around for the lowest repair price
45%
Find the repair bill is usually higher than expected
42%
The responses to these questions varied by gender, age, and income. For instance, women are more likely than men to shop around for the lowest repair price and negotiate the price. Similarly, more younger owners shop around for the best price (35 percent) while older respondents are far more likely to authorize whatever the shop recommends (47 percent). Households with incomes under $50,000, which are more price sensitive, are more likely to shop around and experience sticker shock than those with higher incomes. They also crave more information in order to make a smart decision.
While consumers are mostly happy with their maintenance and repair experiences, it is clear that being better informed can lead to higher satisfaction. To help, Consumer Reports has launched a new car repair information service that can help drivers understand common problems, learn how components work, and receive a service estimate that reflects local prices.
Powered by RepairPal, the Car Repair Estimator asks motorists to enter in the year, make, and model of their car, along with a zip code. From there, users can select routine maintenance for their car based on mileage intervals and the Estimator will tally the work and parts to provide a local price range. This information can educate you on what to expect and help ensure that you get a fair deal.
Even if you only want to better understand how components or systems function, the Car Repair Encyclopedia can answer many common questions.
Related:Survey: Consumers are running risks by postponing car maintenance or repairSurvey: Better reliability is why most consumers replace their car
—Jeff Bartlett
Friday, December 30, 2011
Wednesday, January 5, 2011
Auto Warranties, Routine Maintenance, and Repairs: Is Using the Dealer a Must?
Auto Warranties, Routine Maintenance, and Repairs: Is Using the Dealer a Must?
If you own a car, you know how important it is to keep up with routine maintenance and repairs. But can a dealer refuse to honor the warranty that came with your new car if someone else does the routine maintenance or repairs?
The Federal Trade Commission (FTC), the nation’s consumer protection agency, says no. In fact, it’s illegal for a dealer to deny your warranty coverage simply because you had routine maintenance or repairs performed by someone else. Routine maintenance often includes oil changes, tire rotations, belt replacement, fluid checks and flushes, new brake pads, and inspections. Maintenance schedules vary by vehicle make, model and year; the best source of information about routine scheduled maintenance is your owner’s manual.
What is a warranty?
A warranty is a promise, often made by a manufacturer, to stand behind its product or to fix certain defects or malfunctions over a period of time. The warranty pays for any covered repairs or part replacements during the warranty period.
Do I have to use the dealer for repairs and maintenance to keep my warranty in effect?
No. An independent mechanic, a retail chain shop, or even you yourself can do routine maintenance and repairs on your vehicle. In fact, the Magnuson-Moss Warranty Act, which is enforced by the FTC, makes it illegal for manufacturers or dealers to claim that your warranty is void or to deny coverage under your warranty simply because someone other than the dealer did the work. That said, there may be certain situations where a repair may not be covered. For example, if you or your mechanic replaced a belt improperly and your engine is damaged as a result, your manufacturer or dealer may deny responsibility for fixing the engine under the warranty. However, according to the FTC, the manufacturer or dealer must be able to demonstrate that it was the improper belt replacement — rather than some other defect — that caused the damage to your engine. The warranty would still be in effect for other parts of your car.
Will using ‘aftermarket’ parts void my warranty?
No. An ‘aftermarket’ part is a part made by a company other than the vehicle manufacturer or the original equipment manufacturer. Simply using an aftermarket part does not void your warranty.
The Magnuson-Moss Warranty Act makes it illegal for companies to void your warranty or deny coverage under the warranty simply because you used an aftermarket part. Still, if it turns out that the aftermarket part was itself defective or wasn’t installed correctly, and it causes damage to another part that is covered under the warranty, the manufacturer or dealer has the right to deny coverage for that part and charge you for any repairs. The FTC says the manufacturer or dealer must show that the aftermarket equipment caused the need for repairs before denying warranty coverage.
Tips To Avoid Warranty Issues
Here’s how to get the most out of your vehicle’s warranty:
• Read your warranty. Often bundled with your owner’s manual, the warranty gives a general description and specific details about your coverage. If you have misplaced your owner’s manual, look for it online. Check the "Owners" section of your manufacturer’s website.
• Be aware of your warranty period. If problems arise that are covered under the warranty, get them checked out before the warranty expires.
• Service your car at regular intervals. This is a good idea in any case. But for the sake of keeping your warranty intact, follow the manufacturer’s recommended service schedule. Details are in your owner’s manual.
• Keep all service records and receipts, regardless of who performs the service. This includes oil changes, tire rotations, belt replacement, new brake pads, and inspections. Create a file to keep track of repairs; it will come in handy if you have to use your warranty. If you ever have a warranty claim and it appears that you did not maintain your vehicle, your claim could be denied.
• Complain. If you think a dealer’s service advisor denied your warranty claim unfairly, ask to speak with a supervisor. If you still aren’t satisfied, contact the manufacturer or go to another dealer. You also may wish to file a complaint with your state Attorney General, local consumer protection office, local Better Business Bureau, or the FTC.
For More Information
Visit ftc.gov for free information on buying, financing, leasing, renting and maintaining vehicles.
The FTC works to prevent fraudulent, deceptive and unfair business practices in the marketplace and to provide information to help consumers spot, stop and avoid them. To file a complaint or get free information on consumer issues, visit ftc.gov or call toll-free, 1-877-FTC-HELP (1-877-382-4357); TTY: 1-866-653-4261. Watch a new video, How to File a Complaint, at ftc.gov/video to learn more. The FTC enters consumer complaints into the Consumer Sentinel Network, a secure online database and investigative tool used by hundreds of civil and criminal law enforcement agencies in the U.S. and abroad.
December 2010
If you own a car, you know how important it is to keep up with routine maintenance and repairs. But can a dealer refuse to honor the warranty that came with your new car if someone else does the routine maintenance or repairs?
The Federal Trade Commission (FTC), the nation’s consumer protection agency, says no. In fact, it’s illegal for a dealer to deny your warranty coverage simply because you had routine maintenance or repairs performed by someone else. Routine maintenance often includes oil changes, tire rotations, belt replacement, fluid checks and flushes, new brake pads, and inspections. Maintenance schedules vary by vehicle make, model and year; the best source of information about routine scheduled maintenance is your owner’s manual.
What is a warranty?
A warranty is a promise, often made by a manufacturer, to stand behind its product or to fix certain defects or malfunctions over a period of time. The warranty pays for any covered repairs or part replacements during the warranty period.
Do I have to use the dealer for repairs and maintenance to keep my warranty in effect?
No. An independent mechanic, a retail chain shop, or even you yourself can do routine maintenance and repairs on your vehicle. In fact, the Magnuson-Moss Warranty Act, which is enforced by the FTC, makes it illegal for manufacturers or dealers to claim that your warranty is void or to deny coverage under your warranty simply because someone other than the dealer did the work. That said, there may be certain situations where a repair may not be covered. For example, if you or your mechanic replaced a belt improperly and your engine is damaged as a result, your manufacturer or dealer may deny responsibility for fixing the engine under the warranty. However, according to the FTC, the manufacturer or dealer must be able to demonstrate that it was the improper belt replacement — rather than some other defect — that caused the damage to your engine. The warranty would still be in effect for other parts of your car.
Will using ‘aftermarket’ parts void my warranty?
No. An ‘aftermarket’ part is a part made by a company other than the vehicle manufacturer or the original equipment manufacturer. Simply using an aftermarket part does not void your warranty.
The Magnuson-Moss Warranty Act makes it illegal for companies to void your warranty or deny coverage under the warranty simply because you used an aftermarket part. Still, if it turns out that the aftermarket part was itself defective or wasn’t installed correctly, and it causes damage to another part that is covered under the warranty, the manufacturer or dealer has the right to deny coverage for that part and charge you for any repairs. The FTC says the manufacturer or dealer must show that the aftermarket equipment caused the need for repairs before denying warranty coverage.
Tips To Avoid Warranty Issues
Here’s how to get the most out of your vehicle’s warranty:
• Read your warranty. Often bundled with your owner’s manual, the warranty gives a general description and specific details about your coverage. If you have misplaced your owner’s manual, look for it online. Check the "Owners" section of your manufacturer’s website.
• Be aware of your warranty period. If problems arise that are covered under the warranty, get them checked out before the warranty expires.
• Service your car at regular intervals. This is a good idea in any case. But for the sake of keeping your warranty intact, follow the manufacturer’s recommended service schedule. Details are in your owner’s manual.
• Keep all service records and receipts, regardless of who performs the service. This includes oil changes, tire rotations, belt replacement, new brake pads, and inspections. Create a file to keep track of repairs; it will come in handy if you have to use your warranty. If you ever have a warranty claim and it appears that you did not maintain your vehicle, your claim could be denied.
• Complain. If you think a dealer’s service advisor denied your warranty claim unfairly, ask to speak with a supervisor. If you still aren’t satisfied, contact the manufacturer or go to another dealer. You also may wish to file a complaint with your state Attorney General, local consumer protection office, local Better Business Bureau, or the FTC.
For More Information
Visit ftc.gov for free information on buying, financing, leasing, renting and maintaining vehicles.
The FTC works to prevent fraudulent, deceptive and unfair business practices in the marketplace and to provide information to help consumers spot, stop and avoid them. To file a complaint or get free information on consumer issues, visit ftc.gov or call toll-free, 1-877-FTC-HELP (1-877-382-4357); TTY: 1-866-653-4261. Watch a new video, How to File a Complaint, at ftc.gov/video to learn more. The FTC enters consumer complaints into the Consumer Sentinel Network, a secure online database and investigative tool used by hundreds of civil and criminal law enforcement agencies in the U.S. and abroad.
December 2010
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