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WHAT TO DO IN CASE OF AN
ACCIDENT
Most drivers make costly, long-term decision errors immediately
following an accident as fear gives way to anger and frustration.
Questions race through your head faster than the mind can register
them.
- Who was at
fault?
- Will my
car ever be right again?
- What are
my rights and responsibilities?
A calm and informed
reaction to an accident will reduce your chances for additional
grief and expense.
- Move your
vehicle to a safe place, then stop and identify yourself to the
other driver. (Some state or local statutes may require the
vehicle be left as is.) If it can’t be moved, turn on the hazard
lights. Seek medical help if you or other parties require it, and
notify the police. Tell them who you are, where you are, and about
any obvious or claimed injuries.
- Exchange
information with the other driver or drivers including driver’s
license numbers. Get the driver’s name, address, telephone
numbers, and name of insurance company. Also, list any passengers
and witnesses.
- Get names and
badge numbers of any police officers who arrive at the scene. If
there are injuries or extensive damage, the police should file a
report. Ask to get a copy.
- Avoid any
extensive discussions at the scene about who is responsible for
damage. If the other person admits responsibility, offers a money
settlement and you accept, any future claim against the driver may
be compromised. You or the other party may later find damage and
bodily injury not apparent at first.
- Write a complete
description of the accident as soon as possible. Include weather
conditions, estimated speeds, and as much precise information as
you can observe. Take photographs if a camera is available.
- Have the vehicle
towed or driven to a collision repair facility of your choice.
- Notify your
insurance company of the accident as soon as possible.
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HOW TO FIND A SHOP YOU CAN
TRUST
How do you find a
shop you can trust to service your vehicle. You know, the one that
will make you feel confident about your choice and provide quality
repairs at a fair price? Here are some helpful tips:
- Start with the
most obvious. Is the facility neat and clean? Are employees
genuinely concerned with your questions and are their answers
direct, to the point and reasonable?
- Look at the
credentials of the business and the employees who will service
your vehicle. Most shops will post educational certifications or
accomplishments and professional business affiliations in their
waiting areas. Some affiliations to look for include trade
association membership, such as the Automotive Service Association
(ASA), and membership in the Better Business Bureau (BBB). Look
for certification or education offered by the National Institute
for Automotive Service Excellence (ASE), the Inter-Industry
Conference on Auto Collision Repair (I-CAR) and the Automotive
Service Association Management Institute (ASAMI).
- Ask about the
equipment used to diagnose and perform the service. Is it
up-to-date and are the technicians educated in the proper
equipment use?
- Make sure a
written estimate is provided prior to letting the business begin
the repair. A good rule of thumb is to request approval on any
changes to the original estimate that exceed 10 percent.
- Ask about the
shop's warranty. Most automotive service facilities will warranty
their parts and labor either in writing or in shop posted
announcements.
- Ask family,
friends and neighbors for their recommendations. Word-of-mouth
referrals are the shop's best form of advertising.
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SELECTING AN AUTO
REPAIR SHOP AND GETTING GOOD SERVICE
A California
resident thought his 110,000 mile Toyota had an oil leak. At a
neighborhood service station, the mechanic "suspecting a
transmission problem" advised him to see a transmission expert. He
took the car to a large chain shop. They diagnosed a transmission
problem, and gave him three estimates on repair costs, ranging from
$1600 for extensive work with a lifetime guarantee, to $450 for
repairs with a 30-day guarantee. None of the options appealed to
him, so he sought a third opinion from a Toyota dealer. He was told
the problem was not transmission-related, and the repair estimate
came to $540. Still unsatisfied, he took his car to another
neighborhood garage. The mechanic identified the problem as a leak
unrelated to the transmission, and the satisfied consumer had it
fixed there for $50.
Car repair problems
like this are a major source of consumer complaints. Next to a
house, an automobile is probably your most expensive purchase, and
you want to protect your investment. During tough times, it
especially hurts to discover you've wasted money on car repairs you
didn't need, unsatisfactory workmanship, repairs you didn't
authorize, or misdiagnosis of your car's problem.
As an auto repair
consumer, your best insurance against these kinds of occurrences is
to find a reputable repair shop. It's a good idea to look for an
auto repair shop before you need one so you don't have to rush into
a decision when an emergency arises. Here are some common-sense
guidelines to help you:
- Get
recommendations. Old-fashioned word-of-mouth is often the best
advertising for a good mechanic. Talk to friends and family who
like and trust their mechanic; your auto insurance agent, auto
parts salesperson, or other business people you know; mechanics
who don't work on your type of car. They often know about the
type of work other shops perform.
- Check the repair
shop's complaint records with the Consumer Protection Division,
your county consumer affairs office and the Better Business
Bureau. The shop you select should have few complaints registered
against it and a good track record of resolving those that are.
- Look for a
mechanic with experience working on the same make and model
automobile as yours.
- Seek out a
mechanic with good credentials, updated knowledge and skill. The
automotive industry is changing constantly. Some shops display
ASE (Automotive Service Excellence) certification which indicates
the mechanic has met basic standards of knowledge and competence
in a specific technical area. You can also check for shops that
participate in the Automobile Club (AAA) auto service program.
But be careful. Simply because a mechanic has passed an ASE test
or received other certification does not necessarily mean he or
she is outstanding or even honest.
- Interview
mechanics who will diagnose your car's problem. Are they willing
to answer your questions? Do they convey a positive, professional
image? Are they interested in hearing about your car's
performance and its problem?
- Feel free to ask
the shop for the names of a few customers as references. Then
call them.
- Look for a shop
whose repair area is clean and well maintained.
Getting Proper
Service and Treatment When Repair Time Comes: For any major car
repair, get at least a second opinion to confirm the diagnosis.
Once you are confident about the diagnosis, telephone a couple of
other shops for repair cost estimates. If you're unsure of the
cause of your car's problem, consider going to a diagnostic center
that offers a thorough evaluation with advanced testing equipment.
Other Considerations:
- Get an
estimate. Under state law, you're entitled to a written estimate
for all repairs costing more than $50.
- Some facilities
charge for estimates, so ask if there will be a fee for one.
Under state law, the facility must tell you in advance what an
estimate will cost if they charge for it. If a facility charges a
substantial inspection fee for providing an estimate, talk to
other facilities. Another facility may be able to tell you
honestly what is wrong with your car and what it will cost to fix
it without charging an inspection fee.
- You cannot be
charged more than 10% over the written estimate without your
consent.
- You cannot be
charged for any repairs you didn't authorize.
- Before signing a
repair order, read it carefully. Ask for clarification of any
item you don't understand.
- You have the
right to keep your replaced parts and you should do so. Place
them in a box in your trunk until you are confident the repairs
made were necessary and performed properly. If you encounter any
difficulty, these parts may greatly assist you in resolving your
problem.
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