MNG: Home of the Customer Retention System: References: Guide

MechanicNet Group, Inc.
7150 Koll Center Parkway, Suite 200
Pleasanton, CA 94566
1-877-MECH-NET
info@mechanicnet.com


Simple and inexpensive procedures like routine oil changes and tune-ups really can help reduce overall cost of operating and owning your car. Though intervals and services differ based on your individual car types, driving styles, operating climates, and driving conditions, the guideline below is a good indicator of your routine maintenance needs.

	Mostly Highway and Freeway (Light)			Mixture of Highway and City Streets (Routine)			Constant Heavy Load, Stop and Go, Muddy or Dusty Conditions (Severe)
Minor Service			Every 7,000 miles	Every 5,000 miles	Every 3,500 miles
Major Service		Every 30,000 miles		Every 30,000 miles		Every 30,000 miles

Minor service includes (but is not limited to)		Inspections		Check lug nuts; Check clutch fluid level (manual) Check automatic transmission fluid
		Services		Change oil and filter; Rotate tires; Lubricate driveshaft U-joint; Lubricate steering linkages

Major service includes (but is not limited to)		Inspections		Check lug nuts; Check clutch fluid level (manual); Check automatic transmission fluid; Check hoses and clamps for leaks; Check coolant level; Check wiper fluid level; Check brake fluid level; Check power steering fluid level; Check belts for unusual wear; Check brake lining and shoes; Inspect exhaust system; Inspect emergency brake
		Services		Change oil and filter; Change spark plugs, Change coolant; Change air filter; Rotate tires; Lubricate driveshaft U-joint; Lubricate steering linkages; Inspect and lubricate wheel bearings; Replace PCV valve; Replace ignition wires; (60,000 miles) Replace timing belt (60,000 miles)


For most car owners, finding a you should find a repair or maintenance shop with the right skills high service levels and personnel that you can trust. In the past, the best way to find these shops is usually by word of mouth. With MechanicNet, you can read about the experiences of other car owners like yourself at each of our member shops and learn more about each one online by visiting their MechanicNet website. The following are some suggestions on choosing a shop:

Things to look for on MechanicNet:
- Find the shops with the right skill sets and specialties for your particular need by going through their web site here at MechanicNet
- Find the shop with that is conveniently located near you
- Read what other customers have said about their experiences
- Evaluate the promotions for each shop to reduce your overall costs
- Send your service request online to ensure that the shop can take your request.

Things to look for when you visit the shop: (Recommended by The Department of Consumer Affairs)
- Neat, well-organized service floor
- Modern Equipment
- Clearly posted and easily explained policies regarding labor rates, guarantees and methods of payment
- Courteous, helpful staff
- Service manager who is willing and able to answer your questions
- Qualified technicians indicated by Automotive Service Excellence (ASE) or advanced training certifications

Things to ask for when you arrive:
- A written estimate before any work is done (it is required by law)
- Does the shop charge for the estimate (Some shops will charge for diagnosing your problem and providing you an estimate)
- Rate schedule (type and amount)
	By the Clock - Hourly rate times the amount of time for the repair
	Price Lists - Specific prices for specific jobs (i.e. brake, muffler, oil changes, etc.)
	Flat Rate - Hours required for a specific repair based on an industry manual times the shops' hourly labor rate
	Variable Flat Rate - Skill based labor rate times the hours required for a specific repair


In accordance with the Automotive Repair Act of 1971, a customer is entitled to:
1. A written estimate for repair work
2. A detailed invoice of work done and parts supplied
3. Return of replaced parts, if requested at the time a work order is placed
4. Access to the manager to answer questions concerning the above
5. Escalation to the Bureau of Automotive Repairs if the problems are unresolved
The estimate and diagnosis:
A written estimate must include the total estimated price for parts and labor for a specified repair or service. The estimate generally does not include sales tax. In addition, the estimate may itemize the parts to be used and the method of repair. If so, the shop must stick to it, they cannot legally change parts or methods without your consent.

The service representative may also make an informal estimate and prepare a work order showing an estimated price for diagnosis alone or including repair. When you sign a work order, you are liable to pay up to the specified amount for the diagnostic or repair. You should not sign a blank work order.
After the diagnosis:
The shop may call you to describe the work that should be done after the diagnosis is complete. They should tell you the estimated cost of work and parts and get your verbal approval before proceeding. If certain tasks need to be performed by a different shop, it must be noted on the work order. The shop you authorize to repair your car may not sublet the work without your consent.
Increase from original estimate:
If a technician later determines that the work will cost more than estimated, the additional work may not be done without your consent. Someone from the shop must contact you, describe the additional work and associated costs, and get your permission to proceed. Your verbal consent must be documented on the original estimate. You will be asked to sign the acknowledgement of your verbal consent when you pick up your car.
The Teardown Estimate:
For some complex automotive problems, like a transmission failure, the repair shop may have to take your car of truck apart in order to give you an accurate estimate. This is called a "teardown". The teardown estimate must include the price of the teardown, the cost of reassembling, and the the price of replacing gaskets, seals, and other parts destroyed in the teardown process. It must also include the time it takes to reassemble the car.

After the teardown, the shop must write a second estimate for the recommended repair including parts and labor. The shop will then contact you for permission to proceed with the repair. If you decide not to proceed, they must reassemble the car at no further cost and within the maximum time stated on the teardown estimate.
The Invoice
When the repair job is finished, you will receive a final invoice which must show the shop name, address, and registration number. All work performed, including warranty work at no charge, must be listed. Labor and parts must be itemized separately, and each part must be clearly identified. It must be noted, if any used, reconditioned or rebuilt parts. Sales tax is included as a separate item.
Replaced Parts
At the time you sign the work order or estimate, you may request that the shop return you any parts that are replaced. The shop is required by law to return parts to you only if you request them before the work is done. If the shop installs a rebuilt part, the old part is usually returned to the supplier as partial payment for the rebuilt part. This payment is called a CORE (Cash On Return) charge. If you want the old part back, you may have to pay for the core charge. If any parts must be returned to the supplier under a warranty arrangement, they will not be returned to you.


If you feel dissatisfied with the repair work, please do let us know by filling out a review for the shop online. Problems most often and most quickly get resolved if you speak directly to the shop manager and explain the problem calmly and accurately. If the problem cannot be resolved to your satisfaction, please do email us at info@MechanicNet.com. In addition, you may wish to file a complaint with your state's Consumer Affairs department. In California, the Bureau of Automotive Repair (a Department of Consumer Affairs agency) is responsible for licensing each repair shop. It was established to prevent abuses in the auto repair industry. To file a formal complaint:
1. Contact DCA/BAR at 1-800-952-5210 to obtain a complaint form. Save all your receipts, they will be helpful when DCA/BAR reviews your complaint.
2. DCA/BAR will assign a case number and send you a postcard acknowledging receipt of your complaint.
3. A representative will contact you after the complaint has been reviewed.
4. Your DCA/BAR representative will attempt to mediate on your behalf. Though they can't represent you in court, collect money, or levy fines, the representative from DCA/BAR will contact the shop and attempt to facilitate a satisfactory settlement.
5. If it appears that a legal violation has occurred, the representative may issue a Notice of Violation to the shop.
6. A final mediated resolution will be confirmed with both sides. You and the shop will both be notified, by phone, in person, or by mail when the case is closed.
Source: California Department of Consumer Affairs