Taking 

the Scare 

Out of 

Auto 

Repair
Presented as a public service by:

Federal Trade Commission

National Association of Attorneys General

American Automobile Association
Contents

REPAIR INFORMATION

How to Choose a Repair Shop . . . . . . . . . . 1

How to Find the Right Technician . . . . . . . 2

Repair Charges: Unlocking the Mystery . . . 2

Preventive Maintenance . . . . . . . . . . . . . . 4

Protecting Your Auto Repair Investment . . . 5

HEADING OFF PROBLEMS

Looks Like Trouble................. 7

Smells Like Trouble . . . . . . . . . . . . . . . . 8

Sounds Like Trouble . . . . . . . . . . . . . . . . 9

Feels Like Trouble . . . . . . . . . . . . . . . . 10

TROUBLESHOOTING

For More Information . . . . . . . . . . . . . . 14

The best way to avoid auto repair ripoffs is to be prepared. Knowing how 

your vehicle works and how to identify 

common car problems is a good beginning. It’s 

also important to know how to select a good 

technician, the kinds of questions to ask, and 

your consumer rights.

According to the Federal Trade Commission 

(FTC), the American Automobile Association 

(AAA), and the National Association of 

Attorneys General (NAAG), this kind of 

information about your automobile may help 

you keep a lid on mechanical mistakes.

REPAIR INFORMATION

How to Choose a Repair Shop

What should I look for when choosing a repair 

shop?

n Ask for recommendations from friends, 

family, and other people you trust. Look 

for an auto repair shop before you need 

one to avoid being rushed into a last-minute 

decision.

n Shop around by telephone for the best deal, 

and compare warranty policies on repairs.

n Ask to see current licenses if state or local 

law requires repair shops to be licensed 

or registered. Also, your state Attorney 

General’s office or local consumer 
protection agency may know whether 

there’s a record of complaints about a 

particular repair shop.

n Make sure the shop will honor your 

vehicle’s warranty.

How to Find the Right Technician

Is one technician better than another?

n Look for shops that display various 

certifications — like an Automotive Service 

Excellence seal. Certification indicates that 

some or all of the technicians meet basic 

standards of knowledge and competence 

in specific technical areas. Make sure the 

certifications are current, but remember 

that certification alone is no guarantee of 

good or honest work.

n Ask if the technician or shop has experience 

working on the same make or model 

vehicle as yours.

Repair Charges: 

Unlocking the Mystery

Before you arrange to have any work 

performed, ask how the shop prices its work.

Some shops charge a flat rate for labor on 

auto repairs. This published rate is based on 

an independent or manufacturer’s estimate of 

the time required to complete repairs. Others 

charge on the basis of the actual time the 

technician worked on the repair.

If you need expensive or complicated repairs, 

or if you have questions about recommended 

work, consider getting a second opinion.


Find out if there will be a diagnostic charge 

if you decide to have the work performed 

elsewhere. Many repair shops charge for 

diagnostic time.

Shops that do only diagnostic work and do not 

sell parts or repairs may be able to give you 

an objective opinion about which repairs are 

necessary.

If you decide to get the work done, ask for a 

written estimate.

What should a written estimate include?

n It should identify the condition to be 

repaired, the parts needed, and the 

anticipated labor charge. Make sure you get 

a signed copy.

n It should state that the shop will contact 

you for approval before they do any work 

exceeding a specified amount of time or 

money. State law may require this.

What should I know about the parts to be repaired or replaced?

Parts are classified as:

n New — These parts generally are made 

to original manufacturer’s specifications, 

either by the vehicle manufacturer or an 

independent company. Your state may 

require repair shops to tell you if nonoriginal equipment will be used in the 

repair. Prices and quality of these parts 

vary.

n Remanufactured, rebuilt, and

reconditioned — These terms generally 

mean the same thing: parts have been 

restored to a sound working condition.
Many manufacturers offer a warranty 

covering replacement parts, but not the 

labor to install them.

n Salvage — These are used parts taken from 

another vehicle without alteration. Salvage 

parts may be the only source for certain 

items, though their reliability is seldom 

guaranteed.

What do I need after the work is done?

n Get a completed repair order describing 

the work done. It should list each repair, 

parts supplied, the cost of each part, labor 

charges, and the vehicle’s odometer reading 

when you brought the vehicle in as well as 

when the repair order was completed. Ask 

for all replaced parts. State law may require 

this.

Preventive Maintenance

What are the consequences of postponing 

maintenance?

n Many parts on your vehicle are interrelated.

Ignoring maintenance can lead to trouble: 

specific parts — or an entire system — can 

fail. Neglecting even simple routine 

maintenance, such as changing the oil or 

checking the coolant, can lead to poor 

fuel economy, unreliability, or costly 

breakdowns. It also may invalidate your 

warranty.

What maintenance guidelines should I follow to 

avoid costly repairs?

n Follow the manufacturer’s maintenance 

schedule in your owner’s manual for your 

type of driving.
n Some repair shops create their own 

maintenance schedules, which call 

for more frequent servicing than the 

manufacturer’s recommendations. Compare 

shop maintenance schedules with those 

recommended in your owner’s manual.

Ask the repair shop to explain — and make 

sure you understand — why it recommends 

service beyond the recommended schedule.

Protecting Your Auto Repair 

Investment

What warranties and service contracts apply to 

vehicle repairs?

Warranties

n There is no “standard warranty” on repairs.

Make sure you understand what is covered 

under your warranty and get it in writing.

n Be aware that warranties may be 

subject to limitations, including time, 

mileage, deductibles, businesses 

authorized to perform warranty work 

or special procedures required to obtain 

reimbursement.

n Check with the Federal Trade Commission 

or your state or local consumer protection 

agency for information about your warranty 

rights.

Service Contracts

n Many vehicle dealers and others sell 

optional contracts — service contracts 

— issued by vehicle manufacturers or 

independent companies. Not all service 

contracts are the same; prices vary and 


usually are negotiable. To help decide 

whether to purchase a service contract, 

consider:

• Its cost.

• The repairs to be covered.

• Whether coverage overlaps coverage 

provided by any other warranty.

• The deductible.

• Where the repairs are to be performed.

• Procedures required to file a claim, 

such as prior authorization for specific 

repairs or meeting required vehicle 

maintenance schedules.

• Whether repair costs are paid directly 

by the company to the repair shop or 

whether you will have to pay first and 

get reimbursed.

• The reputation of the service contract 

company. Check it out with your state 

Attorney General’s office or local 

consumer protection agency.

How do I resolve a dispute regarding billing, 

quality of repairs or warranties?

n Document all transactions as well as your 

experiences with dates, times, expenses, 

and the names of people you dealt with.

n Talk to the shop manager or owner first. If 

that doesn’t work, contact your Attorney 

General or local consumer protection 

agency for help. These offices may 

have information on alternative dispute 

resolution programs in your community.

Another option is to file a claim in small 

claims court. You don’t need an attorney to 

do this.
HEADING OFF PROBLEMS

The more you know about your vehicle, the 

more likely you’ll be able to head off repair 

problems. You can detect many common 

vehicle problems by using your senses: 

eyeballing the area around your vehicle, 

listening for strange noises, sensing a 

difference in the way your vehicle handles, or 

even noticing unusual odors.

Looks Like Trouble

Small stains or an occasional drop of fluid 

under your vehicle may not mean much. But 

wet spots deserve attention; check puddles 

immediately.

You can identify fluids by their color and 

consistency:

n Yellowish green, pastel blue or florescent 

orange colors indicate an overheated engine 

or an antifreeze leak caused by a bad hose, 

water pump or leaking radiator.

n A dark brown or black oily fluid means the 

engine is leaking oil. A bad seal or gasket 

could cause the leak.

n A red oily spot indicates a transmission or 

power-steering fluid leak.

n A puddle of clear water usually is no 

problem. It may be normal condensation 

from your vehicle’s air conditioner.
Smells Like Trouble

Some problems are under your nose. You can 

detect them by their odor:

n The smell of burned toast — a light, sharp 

odor — often signals an electrical short 

and burning insulation. To be safe, try not 

to drive the vehicle until the problem is 

diagnosed.

n The smell of rotten eggs — a continuous 

burning-sulphur smell — usually indicates 

a problem in the catalytic converter or 

other emission control devices. Don’t delay 

diagnosis and repair.

n A thick acrid odor usually means burning 

oil. Look for sign of a leak.

n The smell of gasoline vapors after a 

failed start may mean you have flooded 

the engine. Wait a few minutes before 

trying again. If the odor persists, chances 

are there’s a leak in the fuel system — a 

potentially dangerous problem that needs 

immediate attention.

n Burning resin or an acrid chemical odor 

may signal overheated brakes or clutch.

Check the parking brake. Stop. Allow the 

brakes to cool after repeated hard braking 

on mountain roads. Light smoke coming 

from a wheel indicates a stuck brake. The 

vehicle should be towed for repair.

n A sweet, steamy odor indicates a coolant 

leak. If the temperature gauge or warning 

light does not indicate overheating, drive 

carefully to the nearest service station, 

keeping an eye on your gauges. If the odor 

is accompanied by a hot, metallic scent and 
steam from under the hood, your engine 

has overheated. Pull over immediately.

Continued driving could cause severe 

engine damage. The vehicle should be 

towed for repair.

Sounds Like Trouble

Squeaks, squeals, rattles, rumbles, and other 

sounds provide valuable clues about problems 

and maintenance needs. Here are some 

common noises and what they mean.

Squeal — A shrill, sharp noise, usually related 

to engine speed:

n Loose or worn power steering, fan or air 

conditioning belt.

Click — A slight sharp noise, related to either 

engine speed or vehicle speed:

n Loose wheel cover.

n Loose or bent fan blade.

n Stuck valve lifter or low engine oil.

Screech — A high-pitched, piercing metallic 

sound; usually occurs while the vehicle is in 

motion:

n Caused by brake wear indicators to let you 

know it’s time for maintenance.

Rumble — a low-pitched rhythmic sound.

n Defective exhaust pipe, converter or 

muffler.

n Worn universal joint or other drive-line 

component.
10

Ping — A high-pitched metallic tapping sound, 

related to engine speed:

n Usually caused by using gas with a lower 

octane rating than recommended. Check 

your owner’s manual for the proper octane 

rating. If the problem persists, engine 

ignition timing could be at fault.

Heavy Knock — A rhythmic pounding sound:

n Worn crankshaft or connecting rod 

bearings.

n Loose transmission torque converter.

Clunk — A random thumping sound:

n Loose shock absorber or other suspension 

component.

n Loose exhaust pipe or muffler.

Feels Like Trouble

Difficult handling, a rough ride, vibration and 

poor performance are symptoms you can feel.

They almost always indicate a problem.

Steering

n Misaligned front wheels and/or worn 

steering components, such as the idler or 

ball joint, can cause wandering or difficulty 

steering in a straight line.

n Pulling — the vehicle’s tendency to steer 

to the left or right — can be caused by 

something as routine as under-inflated tires, 

or as serious as a damaged or misaligned 

front end.
11

Ride and Handling

n Worn shock absorbers or other suspension 

components — or improper tire inflation 

— can contribute to poor cornering.

n While there is no hard and fast rule about 

when to replace shock absorbers or struts, 

try this test: bounce the vehicle up and 

down hard at each wheel and then let go.

See how many times the vehicle bounces.

Weak shocks will allow the vehicle to 

bounce twice or more.

n Springs do not normally wear out and do 

not need replacement unless one corner 

of the vehicle is lower than the others.

Overloading your vehicle can damage the 

springs.

n Balance tires properly. An unbalanced or 

improperly balanced tire causes a vehicle 

to vibrate and may wear steering and 

suspension components prematurely.

Brakes

Brake problems have several symptoms.

Schedule diagnosis and repair if:

n The vehicle pulls to one side when the 

brakes are applied.

n The brake pedal sinks to the floor when 

pressure is maintained.

n You hear or feel scraping or grinding 

during braking.

n The “brake” light on the instrument panel 

is lit.
12

Engine

The following symptoms indicate engine 

trouble. Get a diagnosis and schedule the 

repair.

n Difficulty starting the engine.

n The “check engine” light on the instrument 

panel is lit.

n Rough idling or stalling.

n Poor acceleration.

n Poor fuel economy.

n Excessive oil use (more than one quart 

between changes).

n Engine continues running after the key is 

removed.

Transmission

Poor transmission performance may come 

from actual component failure or a simple 

disconnected hose or plugged filter. Make sure 

the technician checks the simple items first; 

transmission repairs normally are expensive.

Some of the most common symptoms of 

transmission problems are:

n Abrupt or hard shifts between gears.

n Delayed or no response when shifting from 

neutral to drive or reverse.

n Failure to shift during normal acceleration.

n Slippage during acceleration. The engine 

speeds up, but the vehicle does not respond.
13

TROUBLESHOOTING

Car trouble doesn’t always mean major repairs.

Here are some common causes of trouble and 

techniques to help you and your technician find 

and fix problems.

n Alternator — Loose wiring can make 

your alternator appear defective. Your 

technician should check for loose 

connections and perform an output test 

before replacing the alternator.

n Battery — Corroded or loose battery 

terminals can make the battery appear 

dead or defective. Your technician should 

clean the terminals and test battery function 

before replacing the battery.

n Starter — What appears to be a defective 

starter actually may be a dead battery or 

poor connection. Ask your technician to 

check all connections and test the battery 

before repairing the starter.

n Muffler — a loud rumbling noise under 

your vehicle indicates a need for a new 

muffler or exhaust pipe.

n Tuneup — The old-fashioned “tuneup” 

may not be relevant to your vehicle. Fewer 

parts, other than belts, spark plugs, hoses 

and filters, need to be replaced on newer 

vehicles. Follow the recommendations in 

your owner’s manual.
14

For More Information

The FTC works for the consumer 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 to 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. The 

FTC enters Internet, telemarketing, identity 

theft, and other fraud-related complaints into 

Consumer Sentinel, a secure, online database 

available to hundreds of civil and criminal law 

enforcement agencies in the U.S. and abroad.

or

The main office of your local American 

Automobile Association (AAA) motor club, 

listed under AAA in the telephone directory.

or

Your state Attorney General’s Office of 

Consumer Protection. Check the Blue Pages of 

your telephone directory for the phone number, 

or check www.naag.org for a list of state 

Attorneys General.

July 1996

1-877-FTC-HELP FOR THE CONSUMER

FEDERAL TRADE COMMISSION ftc.gov