Most people don’t have an intimate knowledge of the inner workings of their car, so when they bring it in for repair, they feel vulnerable. It’s difficult to determine when you’re being taken advantage of when there’s such a wide gap of knowledge between parties.
Some repair shops may prey on their customers’ lack of car knowledge, but Dave Kusa, owner of Autotrend Diagnostics in Campbell, believes the problem of unscrupulous mechanics is much less widespread than people imagine. “I'm sure it happens, but I don't think it happens nearly as often as it's portrayed,” he says. “My overall impression is that our industry works very hard to keep up with the latest changes in vehicles, stay ahead of the curve, and provide quality customer service to better its image.”
Mr. Kusa advises customers to “do their homework” before entrusting their car to a particular repair shop. Referrals from friends or neighbors are a good guide. If you can, talk to someone who already has a trusting relationship with a particular shop—then mention that person’s name when you bring in your car.
Mr. Kusa also recommends visiting a shop and studying its condition. “If it’s messy and greasy, that may be an indicator of trouble,” he says. “If it’s clean, organized and well-lit, and if you're not worried about stepping on the floor, it means the company takes pride in its appearance and its work.”
Mr. Kusa believes the auto repair industry hurts its own cause by using overly technical jargon when talking to customers. “We need to learn how to convey information clearly, so consumers can understand and grasp what's happening and why it needs to be done,” he says.”That’s a hard skill to learn—but we need to learn it.”
