Ask Pete

[#1]

In my latest “Ask Pete” column in Going Places magazine, I answered a letter from a member who complained about his local dealer using scare tactics to close a repair sale. My response ended with the suggestion to get a second opinion and find another place of repair, and I offered the AAA Approved Auto Repair network as an option.

This prompted another member to write in, asking why I was picking on dealers. I want to make it clear that in no way did I intend to collectively call out the dealership network as a negative choice for auto repair. Truth is, in our Approved Auto Repair network, approximately 30 percent of the shops are, in fact, new car dealers! These dealers passed the same stringent criteria as all other AAA shops and prove themselves to be the best of the best on a daily basis. We are extremely proud of these affiliates.

In the automotive repair business there are shops that truly want to do the right thing, and there are shops that will stop at nothing to pad the repair order as fat as they can. I can tell you we make every effort in making sure that our affiliates fall into the first category and not the second.

Can people make mistakes and misdiagnose a car? Absolutely, and I have done it myself. Do parts go bad before their time? Absolutely, and I have replaced some that have. “Where the rubber meets the road” is how I handled these and other trying situations.

Having worked in both independent and dealership environments, I understand the challenges faced in both settings. I also understand the apprehensions consumers have because of the black eye the automotive repair industry has worn for years.

One of the primary goals of the Approved Auto Repair program is to provide our members with peace of mind when they are traveling, when they require towing service, or when they need automotive repairs or maintenance. AAA stands behind the more than 8,000 AAA Approved Auto Repair shops across the country. Whether our members are looking for an independent repair shop or a new car dealer to service their vehicle, AAA is proud to provide a solution that meets our members’ needs.  

[#2]

We should have a place on your website to honor those places of business that provided great and courteous service.  My response would be Maroon Nissan in Delray!  That dealership is a 5 star rated dealership!  The Representative who I worked with was Arnie!   I highly recommend this dealership.

[#3]

Good idea!

[#4]

I believe I'm being double-charged fro a repair b/c the car broke down so far from home.

Is it common practice to charge 1 hr for diagnostic when the repair is being done by that shop. I've spoken to a few shops that say the "norm" is to waive the diag fee when the repair is approved by the customer?

Is there a place to log a complaint about "padding the bill" from an AAA approved repair facility?

Your thoughts Pete?

[#5]

A diagnostic fee may be in order depending on the symptom and the degree of diagnostics required. To make a blanket statement that the fee is waved if the work is performed is misleading. If you have a concern with a AAA shop, you can call 407-833-1810 and our folks will be happy to assist.

[#6]

Thanks for your quick response Pete. I did speak with a representative regarding the charges. Allow me to explain the situation:

Our 2000 Ford Taurus (163K miles) had a fuel pump replaced on 10/10 by a local repair shop. They charged us approx $200 for the pump and $100 for labor. Yesterday, while taking my son to Orlando Int. Airport (luckily, I had dropped wife & son off at departures), the car died nearby. Having had a carrer in the automobile business and being a self-proclaimed "car guy", I diagnosed the problem from experience (I tripped the trunk mounted fuel cut off and reset it, and checked for fuel at the shraeder valve on the fuel rail, it was dry). So when the car was towed to the AAA recommended shop, I had given the service manager a pretty accurate diagnosis, and I'm pretty sure it didn't take his tech an hour to confirm my diagnosis.

I feel the shop is taking advantage of us for being so far from home with limited choices; either tow the car 100+ miles or use their shop, rent a car from their in-house agency, and drive 200+ miles back & forth. I can't ever remember paying a diag fee when I've had repairs done in the past, and I guess that's why I'm frustrated right now.

THANK YOU  for letting me vent!

WK

[#7]

No problem!

With today's electronics there are quite a few things that could have caused the same symptom of no fuel. That's why a diagnosis is warranted in many cases. For instance, had the shop just put a fuel pump in at your request and it didn't fix the problem and then come to find out it was a simple relay, we would be having a whole different conversation. Both components will cause a no fuel situation with two entirely different replacement costs.

Feel free to vent any time!   

[#8]

I like using my AAA with the ability to tow my car to my favorite mechanic even when far from home. The plus package is worth every penny !!!!!

[#9]

Thank you for the kind words and we appreciate your business! It's all about providing peace of mind!