Office of New Mexico Attorney General

Gary K. King
Message from Attorney
General Gary K. King
“A tree never hits an automobile except in
self defense.” ~American Proverb

You might be thinking, “What does the At-

torney General of New Mexico know about
car repairs?” As a person who has traveled by
automobile from one end of this state to the
other more times than I can remember, I think
I’ve gathered a little knowledge along the way.

But the information in this brochure comes from real experts in the
field and I think anyone who is facing car repairs, from an oil change
to a new transmission can learn from these guidelines. Inside you will
find tips on how to recognize potential mechanical problems, how to
choose a trustworthy mechanic and what your rights are as a con-
sumer.

Finally, avoiding accidents is one way to avoid costly repairs, so don’t

drink and drive and buckle those seatbelts. Thank you.

Gary K. King
New Mexico Attorney General
 Car Repair

No matter how great your car is, at some point repairs will be needed.
Car repairs can be very costly, and no one wants to waste money on
repairs that are shoddy, misdiagnosed, based on bad estimates or not
authorized. Ideally, you should find a mechanic you can trust before
you need one.

Reading your car manual and knowing how it operates will help you
spot problems and help you avoid auto repair rip-offs. Knowing how
to select a trustworthy mechanic is an important step toward avoiding
auto repair rip-offs. Finally, know your rights as a consumer.

Before you need a mechanic

Who do you trust?

Ask friends, family, or people you trust for recommendations. You
might consider asking your insurance agent or other business people
for their recommendations. A recommendation from someone who
has firsthand experience with a mechanic will provide you with the
best information. If a recommended mechanic does not work on
your make and model car ask the mechanic to recommend someone
who does.

What’s the complaint history?

Consumers who have complaints about auto repair may file a for-
mal complaint with the Consumer Protection Division of the New
Mexico Attorney General’s Office or Better Business Bureau in your
area. You might want to select a repair shop that has had few com-
plaints as well as a history of resolving the complaints rather than
ignoring them.

Does the mechanic have the knowledge and skill to work on my car?
You want to find a mechanic who has worked on cars of the same
make and model as your car. Some shops display certifications such
as ASE (Automotive Service Excellence). Such certificates indicate
that a mechanic has met certain standards in a specific technical train-
ing area. But passing a certification test does not tell you if you are
dealing with an honest mechanic.

Is this the right shop for me?

Take the time to find an auto repair shop with a good reputation and
a record of reasonable charges. You should feel free to interview me-
chanics about their work. See if they are willing to answer questions.
Feel free to ask the mechanic for references and contact them. Look
around the shop; does it appear to be run professionally?

There is a legal requirement for a repair shop to post the current

method by which labor charges are calculated, including any dollar
figures used. This information should be posted in a conspicuous
location within the shop or on the customer’s invoice or estimate.
Some mechanics charge a flat rate for labor. Others charge on the
basis of the actual time the technician worked on the repair. Some
shops charge for their diagnostic time so be sure to ask if that is the
case.

Make certain that the shop will honor your vehicle’s warranty. If they
will, be sure to get that in writing.

Shop around for the best deal. Some shops advertise that they will
match a competitor’s estimate.

Now that you need a mechanic

This is probably going to cost me!

Before you authorize major car repairs, try to get a second opinion. If
possible, get cost estimates from several shops. Remember that some
shops may charge for diagnostic time so ask first to avoid an unpleas-
ant surprise.

Having a detailed estimate is a good idea.

What should a cost estimate tell me?
New Mexico law requires the shop to provide a written estimate if re-
pairs are expected to exceed $100. A written estimate should include
the following:

• The condition to be repaired should be identified.

• The parts needed to do the repairs should be identified.
• An estimation of the cost of the parts and labor to do the repairs
should be explicit.
• The estimate should have the signature of the person making the
estimate.

What if the repair is going to exceed the estimate?

The shop is required by law to obtain a new authorization for repairs
beyond $50 or 110% of the original estimate (whichever amount is
greater). The shop may obtain an oral approval from you. If you give
the shop oral approval they should provide you with a copy of the
written estimate no later than when you pick up your vehicle. The
revised estimate should document who authorized the repairs, the
phone numbers at which they were contacted, exactly what repairs
were authorized and the time, date, and name of the person obtaining
the authorization.

Can a shop repair my vehicle without my authorization?

No. A shop must have your authorization to repair the vehicle.

What other rights do I have?

You have a right to keep the replaced/old parts that were removed
from your vehicle. If you wish to do so you should notify the shop
prior to the repairs being done so that they do not dispose of the
parts. You may have to pay a fee to retain parts that involve a “core”
charge. If a rebuilt part is used on your car, a fee is charged if the old
part is not traded back to the rebuilder that sold the part to the shop.

When repairs are completed you should receive a Completed Repair

Order that includes:
• A description of the work done.
• The cost of each part.
• The labor charges.
• The vehicle’s odometer reading when you brought the vehicle in and
the reading when the repair was completed.

It is important to retain this paperwork particularly if the repairs were

not performed satisfactorily.

In the case of a dispute, you have two choices:

• Pay the bill in full, noting that you are disputing part of the
amount, and take your car home. You can then file a complaint with
the Attorney General’s Consumer Protection Division or file a case in
court to get the disputed portion of the bill refunded to you. OR
• Leave the car at the shop and hire an attorney to petition the court
to order that your car be released. If you select this option you may
be required to post a bond.

What about those advertised prices?

As always, read the fine print. Advertised special prices for services,
such as alignments, tune ups, or oil changes may apply to specific size
engines so be sure to ask. Sometimes a service is advertised for a set
price but that price applies to a four-cylinder engine and the cost for
the service on a six-cylinder engine is higher.

Also, make certain that an advertised cost includes all the fees you will
be charged. Sometimes the total fee for repairs may involve a shop
fee or environmental fee that can affect the total cost of your final bill,
making comparison-shopping difficult.
To file a complaint with the Office of the Attorney General obtain a
complaint form at www.ago.state.nm.us or call 1-800-678-1508.
 Recognizing Car Problems Early

You SEE It Might Mean

Either an overheated engine
Yellowish green, pastel or an antifreeze leak. Possi-
blue or florescent orange ble causes include a leaking
colors radiator, bad hose or water
pump.

Oil is leaking from the

A dark brown or black oily
engine. Possible causes in-
fluid
clude a bad seal or gasket.

A fluid leak from the trans-

A red oily spot
mission or power steering.

Normal condensation from

A puddle of clear water your vehicle’s air condi-
tioner.
You HEAR It Might Mean
A loose or worn power
Squeal - shrill, sharp noise
steering, fan or air condi-
related to engine speed
tioning belt.
Click – a slight, sharp A loose wheel cover, loose
noise related to engine or or bent fan blade, stuck
vehicle speed valve lifter or low engine oil.
Screech – a high-pitched,
piercing metallic sound Brake wear and it is time for
while the vehicle is in mo- maintenance.
tion
A defective exhaust pipe,
Rumble – a low-pitched converter or muffler or a
rhythmic sound worn universal joint or
other driveline component.

Using gas with a lower

Ping – a high-pitched octane rating than recom-
metallic tapping sound mended. Alternatively
related to engine speed the engine ignition timing
could be at fault.

A worn crankshaft or con-

Heavy Knock – a rhythmic necting rod bearings or
pounding sound loose transmission torque
converter.

A loose shock absorber or

Clunk – a random thump- other suspension compo-
ing sound nent or loose exhausts pipe
or muffler.
You SMELL It Might Mean
An electrical short and
burning insulation.
Burned toast Caution: try not to drive
vehicle until problem is diag-
nosed.
A problem with the catalyt-
ic converter or other emis-
Rotten eggs
sion control devices. Don’t
delay diagnosis and repair.
Burning oil. Check for a
Thick acrid odor
leak.

Engine has been flooded,

Gasoline vapors after fail- wait a few minutes and try
ing to start engine to start it again.

Leak in the fuel system.

Odor persists This is a potentially danger-
ous problem; have the ve-
hicle checked out promptly.

Overheated brakes or
clutch. Check your park-
ing brake. Stop vehicle and
allow the brakes to cool. If
Acrid chemical odor
light smoke is coming from
a wheel the brake is stuck
and the vehicle needs for be
towed for repair.
 Coolant leak. If there is no
indication of overheating
drive carefully to nearest
service station (watch your
gauges for overheating).
If in addition to the odor
Sweet, steamy odor there is a hot, metallic scent
and steam under the hood,
the engine has overheated.
Pull over. Continuing to
drive can seriously damage
the engine. Vehicle should
be towed for repair.
You FEEL
Steering
Wandering or difficulty
steering in a straight line
Under-inflated tires or dam-
Pulling to the right or left aged or misaligned front
end.
Rough ride and handling
Vehicle pulls to one side
when braking
Brake pedal sticks to the
floor when pressure is
maintained
Grinding or scraping
when brakes are applied
Brake light is lit
It Might Mean
Misaligned front wheels
and/or worn steering com-
ponents (e.g., idler or ball
joint).
Worn shock absorbers or
other suspension compo-
nents or improper tire infla-
tion can contribute to poor
cornering.
Unbalanced or improperly
balanced tires can contrib-
ute to vibration.
Overloading vehicle may
have damaged springs.
There is a brake problem
and diagnosis and repair is
needed.
Difficult to start
Check engine light is lit
Rough idling
Stalls There is an engine problem
Poor acceleration and diagnosis and repair is
Poor fuel economy needed.
Excessive oil use
Engine continues to run
after the key is removed

Abrupt or hard shifts be-

tween gears
Transmission performance
Delayed or no repose
problem. There are numer-
when shifting from neu-
ous causes including com-
tral to drive or reverse
ponent failure or a discon-
Failure to shift during nor-
nected hose or plugged
mal acceleration
filter. Make sure the repair
Slippage during accelera-
shop checks the simple po-
tion. Engine speeds up
tential causes first.
but vehicle does not re-
spond.
Office of the New Mexico Attorney General

Santa Fe Office
Paul Bardacke Attorney General Complex
408 Galisteo Street
Santa Fe, New Mexico 87501
Phone:(505) 827-6000
Fax: (505) 827-5826

Albuquerque Office
111 Lomas NW, Suite 300
Albuquerque, NM 87102
Phone: (505) 222-9000
Fax: (505) 222-9006

Las Cruces Office

201 North Church Street, Suite 315
Las Cruces, NM 88001
Phone: (505) 526-2280
Fax: (505) 526-2415

Consumer Toll-Free Number

1-800-678-1508

www.nmag.gov