Federal Trade Commission | consumer.ftc.gov

Auto Repair Basics

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The best way to avoid auto repair rip-offs 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 choose a good mechanic, 

the kinds of questions to ask, and your consumer rights. This 

kind of information 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? 

● Ask for recommendations from friends, family, and 

other people you trust. Look for a repair shop before 

you need one to avoid being rushed into a last-minute 

decision. 

● Shop around by phone and online for the best deal, 

and compare warranty policies on repairs. 

● 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 

(naag.org) or local consumer protection agency 

(usa.gov/directory/stateconsumer) may know 

whether there’s a record of complaints about a 

particular repair shop. 

● Make sure the shop will honor your vehicle’s 

warranty. 
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How to Choose a Technician

Is one technician better than another? 

● Look for shops that display various certifications — 

like an Automotive Service Excellence (ase.com) 

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. 

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

estimate.

What should a written estimate include? 

● It should identify the condition to be repaired, the 

parts needed, and the anticipated labor charge. Make 

sure you get a signed copy. 

● 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:

● 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 non-original 

equipment will be used in the repair. Prices and 

quality of these parts vary. 

● 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. 

● 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. 
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What do I need after the work is done?

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? 

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, like 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? 

Follow the manufacturer’s maintenance schedule in your 

owner’s manual for your type of driving. 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.
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Protecting Your Auto Repair Investment

What warranties and service contracts apply to 

vehicle repairs?

Warranties

There is no “standard warranty” on repairs. Make sure you 

understand what is covered under your warranty and get it 

in writing.

Warranties may be subject to limitations, including time, 

mileage, deductibles, businesses authorized to perform 

warranty work or special procedures required to obtain 

reimbursement.

Check with your state Attorney General or local consumer 

protection agency for information about your warranty 

rights.

Service Contracts

Many automobile 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. 
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● Procedures required to file a claim, like 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. 

How do I resolve a dispute regarding billing, 

quality of repairs or warranties? 

Document all transactions as well as your experiences with 

dates, times, expenses, and the names of people you dealt 

with. 

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.
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You can identify fluids by their color and consistency:

● 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. 

● A dark brown or black oily fluid means the engine is 

leaking oil. A bad seal or gasket could cause the leak. 

● A red oily spot indicates a transmission or powersteering fluid leak. 

● 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:

● 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. 

● The smell of rotten eggs — a continuous burningsulphur smell — usually indicates a problem in the 

catalytic converter or other emission control devices. 

Don’t delay diagnosis and repair. 

● A thick acrid odor usually means burning oil. Look 

for sign of a leak. 
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● 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. 

● 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. 

● 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:

● Loose or worn power steering, fan or air conditioning 

belt. 
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Click — A slight sharp noise, related to either engine speed 

or vehicle speed:

● Loose wheel cover. 

● Loose or bent fan blade. 

● Stuck valve lifter or low engine oil. 

Screech — A high-pitched, piercing metallic sound; 

usually occurs while the vehicle is in motion:

● Caused by brake wear indicators to let you know it’s 

time for maintenance. 

Rumble — a low-pitched rhythmic sound:

● Defective exhaust pipe, converter or muffler. 

● Worn universal joint or other drive-line component. 

Ping — A high-pitched metallic tapping sound, related to 

engine speed:

● 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:

● Worn crankshaft or connecting rod bearings. 

● Loose transmission torque converter. 

Clunk — A random thumping sound:

● Loose shock absorber or other suspension 

component. 

● Loose exhaust pipe or muffler. 
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Feels Like Trouble

Difficult handling, a rough ride, vibration and poor 

performance are symptoms you can feel. They almost 

always indicate a problem.

Steering 

● Misaligned front wheels and/or worn steering 

components, like the idler or ball joint, can cause 

wandering or difficulty steering in a straight line. 

● 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. 

Ride and Handling 

● Worn shock absorbers or other suspension 

components — or improper tire inflation — can 

contribute to poor cornering. 

● 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. 

● 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. 

● Balance tires properly. An unbalanced or improperly 

balanced tire causes a vehicle to vibrate and 
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may wear steering and suspension components 

prematurely. 

Brakes 

Brake problems have several symptoms. Schedule 

diagnosis and repair if:

● The vehicle pulls to one side when the brakes are 

applied. 

● The brake pedal sinks to the floor when pressure is 

maintained. 

● You hear or feel scraping or grinding during braking. 

● The “brake” light on the instrument panel is lit. 

Engine 

The following symptoms indicate engine trouble. Get a 

diagnosis and schedule the repair.

● Difficulty starting the engine. 

● The “check engine” light on the instrument panel is 

lit. 

● Rough idling or stalling. 

● Poor acceleration. 

● Poor fuel economy. 

● Excessive oil use (more than one quart between 

changes). 

● Engine continues running after the key is removed. 
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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:

● Abrupt or hard shifts between gears. 

● Delayed or no response when shifting from neutral to 

drive or reverse. 

● Failure to shift during normal acceleration. 

● Slippage during acceleration. The engine speeds up, 

but the vehicle does not respond. 

Trouble Shooting

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:

● 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. 

● 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. 
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● 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. 

● Muffler — a loud rumbling noise under your vehicle 

indicates a need for a new muffler or exhaust pipe. 

● Tune-up — The old-fashioned “tune-up” 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. 

For More Information

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 video, How to File a Complaint, at 

consumer.ftc.gov/media 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. 
Federal Trade Commission

consumer.ftc.gov

August 2012