7 ways to avoid the ‘bad talyer trap’
Here’s a simple fact of life: Businesses are there to make money. And car shops are just like any other business. You ask for their help, they help you (if they can), and you pay them in return.
Bearing this in mind then, you can now pinpoint where the complications transacting with certain car shops, or “talyers” and casas, begin. For some shops, the customer-service provider relationship goes smoothly. The management and staff are honest and skilled, the equipment is in tip-top shape, the environment is clean and all money transactions are reasonable and above board.
This article isn’t about them. Well, not directly, though. This article is meant to tip off car owners on the shops that might actually be ripping them off. Here’s another fact of life: Not all shops have people that are as honest and as skilled. Their equipment might be outdated or non-functioning. Their place, much like their business, is a mess, and their fees are exorbitant, if not fraudulent. So, before you go to that shop that promises the “best service and parts anywhere in the galaxy,” and to keep you safe from any monkey business the shop may engage in while your car is in their custody, keep these tips in mind:
• Are they authorized by the government? Before any shop can start to operate, it must undergo an accreditation process with the Department of Trade and Industry (DTI). They are covered by PD 1572, and are required to post Rule IV. But, what the heck is Rule IV?
Two words, according to automotive technologist Alexander P. Loinaz: Full disclosure.
“You’ll be surprised that many shops do not comply with the posting requirement. It is meant to protect the customer by requiring the facility to make a complete disclosure regarding the kind of work to be performed, as stated in Rule IV,” said auto technologist Alexander P. Loinaz.
Also, Rule IV states that shops should also disclose to customers the “flat rate.”
“Flat rate is the length of time (hours or fraction thereof) it will take to perform a particular test, service or repair. Each vehicle model has its own specific flat rate as established by the vehicle manufacturer based on its evaluation of how long it would take to do a particular job, and is also the basis for evaluating the efficiency and skill of the service technician,” said Loinaz.
Loinaz added that Rule IV also helps plan out the number of vehicles a shop can handle per day(s) in relation to the number of technicians it has in its facility. Loinaz said that has been the practice in the United States, Europe, Japan and most advanced countries. The hourly rate, which is the flat rate, is posted in the premises to inform the customer the basis for labor charges. The flat rate (as translated monetarily in dollars, pesos, euro or yen) may vary according to the different vehicle manufacturer. For a tune-up, Toyota, Mercedes, Porsche and the like may charge different rates, varying from $30 to $300 an hour, depending on the complexity of the vehicle and engine design. In the States, Loinaz explained, it is industry standard to publish these rates so that the customer is informed about the standard rates for a particular vehicle.
“This is what is needed here in the Philippines, and is the only way customers can protect themselves by being informed based on the “Disclosure Requirement” of Rule IV.
• Before allowing anything to be done on your vehicle, ask for a detailed, written estimate. “Require the shop to call you before they start the repairs if they find that the job will cost more than originally estimated. Beware of general statements; try to get as detailed an estimate as possible,” writes auto expert Deanna Sclar in her book “Auto Repair for Dummies.”
• Ask to see the parts they worked on and removed, and the parts they’ll put in. Leslie Sy of Kotse.com says, “Beware of shops or mechanics that swap parts.” Some shops or mechanics will use OEM [original equipment manufacturer] or replacement parts, yet charge you original parts prices, or worse, not do anything yet still charge you for a repair job that never happened. Always ask for your old parts back. Ask for a written guarantee on all works done (or at least make sure it’s written on the receipt).
• Use common sense to determine whether repairs are urgently needed or not. Don’t be fooled by scare tactics. “If you weren’t experiencing any problems before you brought your vehicle to the shop, it probably wouldn’t hurt to put off any major repairs for a few more days while you get a second opinion,” wrote Mark Eskeldson in his book “What Auto Mechanics Don’t Want You to Know.”
• Don’t take their word for it, get a second or third opinion. If you’re dealing with a new shop, or you’re faced with major repairs, get at least a second opinion and an estimate of costs from another repair shop. Sclar wrote that if a big discrepancy arises, or if both give a costly estimate, get a third estimate and discard those that charge higher or lower than the others.
Sy suggests that motorists should not readily agree to any repairs done beyond the initial service. “Always get a cost quotation for both the part and labor fees. Do not be shy to get a second or third opinion, especially if the cost is high. Always ask for a discount on the price quote and then again on the final billing.”
• Be wary of deceptive advertising. Low-priced ads are often run by many tire and auto stores with the intention of selling expensive additional repairs to those who respond to the ads, wrote Eskeldson. “In many cases, those ads are dishonest and illegal because their workers receive training on how to ‘upsell’ as many customers as possible,” he said.
Sy observed that shops with cheap maintenance specials (are there) to hook you in. “Some car shops offer something like cheap tune-up with branded oil change and ‘free” service. Once your car is in their shop, they would suddenly tell you that your car needs more (expensive) repairs. This is the hook of a certain chain of car repair shops and a certain long-time wheel/tire shop as well.”
Sy advises motorists to read up on the background of car shops, especially ones that seems to have been around for a while. “Often the Internet would be the easiest place to get direct positive and negative user feedback.”
• Avoid roadside mechanics. Sy said you would be running head-on into a potential scam “if your car breaks down on the side of the road and accept help from ‘roadside mechanics.’ If they fix your problem, they will ask for a big ‘fee.’ Chances are they will not fix your car’s problem and potentially even increase the problems you would have in your car by randomly disassembling the engine’s parts.”
He advised: “Simply say no to these roadside mechanics. If you see a gas station nearby, have someone from the gas station help you push your car there to have it checked out properly. If it’s not a quick fix, I suggest you should call a tow truck to bring your car to your preferred repair shop. If no gas station is nearby, have the number of a couple of car repair shops and tow truck companies in your mobile phone to come and help you out in your situation. Some car repair shops are willing to send a mechanic out to your location if you are relatively nearby, and you are a known customer to them.”
