An Editorial by dieselmann
Volume 4, August 99: Choosing a shop or mechanic
I have received messages from visitors of how to find a shop or mechanic to work on their vehicles. Some people are afraid that they will be taken advantage of, others are worried about their vehicle being used as a training platform; but the biggest worry is that the vehicle won't be fixed properly. Let me first say that someone working in the automotive repair business, especially today with new systems constantly coming out, is in perpetual on-the-job-training. Thirty years ago, when all cars and trucks were virtually alike, a mechanic could be familiar with every system on every car, but not today. It's difficult keeping up with every system from model to model within one marque, especially when dealing with "associated" models (ie, Ford/Mazda). This is where the term "Auto Technician" came about--someone who is trained and proficient in specific vehicle systems as opposed to someone with general mechanical knowledge.
A place to start looking would be to check with nationaly affiliated shops. AAA, for example, requires that endorsed shops meet and maintain a certain level of customer satisfaction. They and many other associations (Automotive Servive Council of California, Automotive Service Association and others) encourage customers to critique the shops they visit, and then advise the shop owner if there are problems. These associations provide seach engines for affilate shops can be contacted for more information on a particular shop. The International Automotive Technicians Network maintains a public web page for the purposes of searching for an iATN member shop. iATN members confer over the internet to help each other on various automotive problems or concerns. Some shops display signs stating that they employ ASE certified technicians. ASE certification is a way for technicians to show that they are willing maintain a level of competence in certain specialty areas, and are required to recertify every five years.
However, when looking for a shop or technician, your best source of information is going to be word-of-mouth. That's not to say believe everything you hear. Even the best of facilities can have problems and anyone can have a bad day. If someone tells you not to go to a particular shop, find out why, and check up on it. Sometimes the Better Business Bureau, in California the Bureau of Automotive Repair, or other comsumer groups can help when investigating any rummors. If you hear the more than one warning about a shop, but different stories, it would probably be a good idea to look elsewhere.
Don't base your decision on price. A shop which charges much less than others probably cannot be paying it's technicians well enough to attract better trained individuals, afford additional training, and will have poor employee retention. It's also likely that the shop would not have specialty tool or equipment required to work on your vehicle. You don't necessarily have to look for a specialty shop either. Although it would be better equipped, and the technicians should have a higher level of training in your particular vehicle, you could end up paying too much.
Look for a shop which stays continuously busy, but not rushed. Check to see if the technicians are comfortable with--or at least confident in--working on your vehicle, and check to see if they have worked on similar types. Don't be afraid to ask for references, but of course they wouldn't give you names of dissatisfied customers.
As I have said to people who have asked about finding a shop for their vehicles, it's alot like trying to find a doctor or dentist, although you expect to pay them everytime you visit even if they haven't fixed--I mean, cured your problem.
Charles David Ledger; dieselmann©1999
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