Vehicle owners should do basic research to find a repair facility before they need one, according to AAA Idaho spokesman Matthew Conde.
By Sarah Glenn
POCATELLO — When the car breaks down, do you have a mechanic you trust?
Two out of three people will likely answer “no” according to a recent AAA survey. The biggest reasons for the trust issues included overcharges, recommendations for unnecessary repairs, and poor past experiences.
Although not new, the tricky relationship often leaves both drivers and mechanics out in the cold, with drivers wondering who they can trust and mechanics pondering how to market themselves as trustworthy.
“We do just try to develop that relationship,” said Ray Campbell, owner of Master Mechanix in Pocatello. “We try to spend the time talking to them (customers) about what exactly they want to do with their vehicle.”
In an effort to build that trust, the Pocatello shop also purchased an insurance policy that allows them to offer a three year, 36,000 mile warranty on some repairs.
“We do everything we can,” Campbell said.
Despite increased efforts by auto shops, the AAA survey found that only one bad experience at a shop can build a deep-rooted skepticism in customers. Seventy-six percent of those who responded to the survey said their trust issues stemmed from a mechanic recommending unnecessary work.
The second biggest complaint was an auto shop overcharging for services. About 63 percent said they didn’t trust mechanics because of a negative past experience.
AAA says that repair shop relationships are also deeply divided along generational lines. Baby boomers are twice as likely to fully trust repair facilities in general when compared with their younger counterparts.
In addition, 76 percent of baby boomers have selected a trusted repair shop, compared to 55 percent of millennials and 56 percent of Gen-Xers.
“It’s tough, I definitely see both sides,” said Brock Gunter, an instructor and program coordinator for Idaho State University’s automotive technology program.
In the ISU curriculum, Gunter includes a section on developing rapport and good business practices. However, he added it is up to individual mechanics to not only have the knowledge to tackle a tricky automotive problem, but also the demeanor and good business practices to build trust with their clients.
“When people don’t feel that you are fixing their car the right way and then overcharging them, that’s where people lose trust,” Gunter said.
With decades of combined experience, both Gunter and Campbell say that finding the right mechanic can be an exercise in trial and error.
“It’s like finding a good doctor,” Campbell explained. “You need to find somebody you trust and who does quality work.”
After watching students graduate from the ISU program for more 11 years, Gunter has seen a few hallmarks of a quality mechanic.
“It’s probably a good idea to look for shops that stay up on new technology and are trained constantly,” Gunter said.
He also added that an ASE certification hanging on the wall is a good thing to look for. The cleanliness and professionalism of the shop can also be a sign of a good mechanic.
“Other than that, it’s really tough,” Gunter said. “I get it. It’s just a matter of word of mouth. If someone had a good experience it might be worth trying it out.”
Campbell added that word-of-mouth referrals are the biggest way he’s seen his business grow.
AAA representatives also said that asking around and being prepared before an emergency is a good idea.
“Car owners should conduct basic research to find a repair facility before they need one,” said AAA Idaho spokesman Matthew Conde. “By asking friends and family for recommendations, and through a simple online search, much can be learned about a repair shop’s customer service approach and expertise.”
Conde also suggests doing a little reconnaissance work before owners need major auto repairs.
“Once you’ve found a mechanic that meets your needs, visit the auto repair shop for a minor job, such as an oil change or a tire rotation,” Conde suggested. “That will give you an opportunity to experience the shop firsthand before making a large financial commitment. … With gas prices beginning to dip across Idaho, this may be a good opportunity to redirect some of the savings into needed car maintenance. The best course of action is to find a trusted repair shop and stick with it. Let them really get to know your vehicle.”
