“First of all, get a referral from a friend. That’s No. 1,” says Hans Art, owner of Hans Art Automotive. He also recommends checking online rating sites such as Diamond Certified. "They should certainly not have complaints with the Better Business Bureau or the Bureau of Automotive Repair,” he advises.
Mr. Art recommends asking—over the phone in advance, since it’s more comfortable—whether the shop’s technicians are certified and well trained. Also, ask whether they have extensive experience working on your particular make and model car. While you typically won’t need a specialist, more experience is always better than less. “If you ask me, 'How long have you been working on BMWs?' I’m going to say ‘38 years,’ says Hans. “Hopefully that’s reassuring.”
In the Bay Area, Diamond Certified designation is an extremely trustworthy indicator of quality, he says. He recommends giving preference to shops that are members of one or even several service associations. Also highly reputable: Approval from the Automotive Association of America, indicating a 90 percent or better favorability rating in each category of the AAA Auto Repair Service Questionnaire.
Mr. Art also suggests asking direct questions about warranties. Insist on specific answers, not generalities. Best of all: a written warranty with clear terms, provided in advance and in writing.
