Author: Tony Molla
December 08, 2011
The Today program did an investigative report on auto repair using a Jeep rigged with a simple A/C relay failure. The dealers came off expensive, while the chain shops faired better. It wasn't a ringing endorsement for the auto repair industry in general.
The lesson for consumers is to ask questions and get a second opinion when faced with a big repair bill. The lesson for shops (dealer, chain or independent) is to make sure your technicians are properly trained, equipped and certified. The larger issue is how do shops balance customer expectations of handling necessary maintenance and repairs, without being perceived as selling services the customer doesn't need? Tough call.