Common auto repair scams and rip offs
This is one of those chapters that could be a book in itself. I will try to strike a balance between being brief yet thorough. First a few facts I dug up on the Internet about auto repair scams.
The Consumer Federation of America states, auto repair rip-offs are consistently one of the top five most frequently reported consumer complaints.
National figures indicate $20 billion is spent annually on unnecessary or faulty auto repairs. The California Bureau of Automotive Repair receives around 25,000 automobile repair complaints a year.
Since the only people who file complaints are those who know or suspect they have been ripped off, the actual number of auto repair fraud victims in California is probably much higher.
With that said, I have personally seen so many different ways to rip people off in the auto business that it is hard to pick out the most common scams because each shop has its favorite.
You can see that 1 shop will push a certain service on almost every vehicle that comes in for repairs.
So I will concentrate on the most common scams and rip offs that I have seen and heard about in my 23-year career in the automotive service retail business.
If you feel that a scam was pulled on you and you do not see it listed here please e-mail me your story and I will review it and check it out.
If it turns out to be a scam I can then post it as an update in my monthly newsletter. To get started on the most common scams we have to talk about a few different rip offs as related to brake jobs.
Brake job scams are so popular that whole franchise businesses have been built around them and specialize in just doing brake jobs. These companies have recognized the pure profit potential from performing brake service.
Brake scams are easily sold to the UN educated consumer do to the safety factors involved. We all no the importance of being able to stop the vehicle in emergency situation.
Once again the shop uses this to their advantage and sells you unneeded services in the name of safety. The most common brake service scam is the complete brake system overhaul.
I will use a specific example to show you how this works. You go into a chain store to have your brakes checked. Maybe you heard some brake squeal or brake noise that concerned you.
So you bring your 1999 Chevy blazer that has 75,000 miles on it to a shop to have the brakes checked. Lets say it really needs front brakes and the pads are worn down to below 20% remaining.
The shop could do a standard brake job or a hang and turn as we call it. A hang and turn is replacing the brake pads and resurfacing the rotors. This service would retail for around $110.00 but the shop would prefer to make more. So they recommend a brake system overhaul.
The brake system overhaul will mean different things to different auto repair shops. In most cases they are talking about overhauling the brake calipers by replacing the seals in the calipers.
A caliper seal kit is very cheap in parts cost and very high in labor costs. The seal kit usually has about 3 or 4 rubber seals in it and cost the shop about $3.00
They then charge you $20.00 for the kit and another 2.0 hours per caliper to install the seals. But here is the scam part.
The caliper seals are internal and it is hard to verify that they were actually replaced. The outer seal known as the dust seal is usually the only seal that will get replaced during this unneeded service. The mechanic then throws away the remainder of the brand new seals. The shop usually includes a brake system flush in this service, which I will attack in a moment.
The first issue to address is do we really need a caliper overhaul. In most cases no. Why is this true? The manufacturers make fantastic calipers from the factory.
The reason being it is an extremely important safety related part. The manufacture must be sure their vehicle meets stopping distance requirements.
They must also be sure that the calipers are over engineered to last for the life of the vehicle. The manufacture cannot afford to go to court for lawsuits on brake system failures.
Now with this being said do calipers ever need to be overhauled? Yes on rare cases this is the case. But there are warning signs that the service is required.
When Good calipers go bad
The Number one sign that a caliper is failing is a strong brake pull. To explain, this is when the vehicle pulls right or left during braking only.
The harder you brake the harder it pulls to one side. This is because a caliper is binding on one side or the other. Equal braking force is not be applied.
Tell tale sign # 2 is if the red brake warning light is illuminated on the dash. This can indicate the brake fluid is low and may be caused by a brake fluid leak from a caliper.
In any case the way the caliper service should be addressed is to replace both front calipers at the same time. I do not trust the individual mechanic to overhaul my calipers.
I would rather replace both front calipers with either new or re manufactured calipers. This way you are assured you have reliable calipers installed.
Some re manufactured calipers come loaded with new brake pads and now you have new calipers and brake pads that the mechanic can just bolt on. This requires very little skill from the mechanic and makes for a very reliable repair. Most auto repair shops will do this if requested
There is much more to learn about the auto repair business in my new book A Mechanics Secrets Auto repair Rip-Offs Revealed.
Mark Gittelman is an ASE Certified Automotive Master Technician With more than 26 years experience in the auto repair field. See Mark's Car Repair Credentials and Work History on Google+.
Jim: Sorry to hear about all the troubles with your AC! As for how long a shop would hold onto an old condenser I can only comment on the shops I worked at. In all the shops I worked for we would save and pile up any aluminum and sell it to a metal scrap dealer that would visit the shops about once a month. The aluminum pile would contain mostly radiator cores, condensers and hard parts such as damaged transmission cases or aluminum water pumps. This extra revenue from metal scrap is fairly common in the auto repair business.
The A. C. on our 2002 Honda CR-V failed about a month ago. The manager of a local major chain said that the compressor had disintegrated due to low refrigerant levels. Everything needed to be replaced except possibly the condenser but after flushing they said the condenser was bad and needed to be replaced as well for additional $400. Got car back with basically “new” ac and the the air functioned but didn’t blow quite as cold as before. After one month it failed again and when the same mechanics take it apart this time with a rep. from the parts company to approve the warranty the rep. points out that the mechanics had documented replacing the condenser with a new unit but that the condenser on the car is a battered obviously old unit with noticeable dents etc.
The mechanics call me basically accusing me of doing something “fishy” and saying work must have been done and that there was evidence of the front being worked on. The car hadn’t been in any garage for the month since it was worked on. They call me in to the store and show me two condensers both outside of the car saying one is the original removed a month earlier and the other, an even more battered unit is the one they just removed. Then when we examine the paperwork they had for the initial repair the condenser was not on the bill but the amount was still $400 higher mostly for labor.
The shop “swears” that the condenser was replaced with a new unit and had since somehow miraculously been switched still giving me a hard time as if I’d done something to the original. The shop finally suggests maybe someone stole the “new ” condenser from the car while parked in our driveway at night and replaced it with the old damaged unit. The sheriffs deputy called to write a police report says that no criminal would ever replace a stolen part to try and hide it. I think the only explanation is that the shop never replaced the original condenser but charged me an extra $400 in padded labor after I okayed the additional work and said they had changed it with no paperwork documenting a part #. After it failed again they found or already had saved another used condenser (for some unexplained reason they still had on hand the unit which they claimed was my original). Now the work isn’t warrantied and insurance if it covers the repair will charge a deductible. Is this a common scam. Sheriff can only file a “suspicious occurrence report”. Do shops keep removed parts as large as a condenser around for a month? I suspect their shops would fill up with junk parts pretty fast.
On June 13, 2011 I took my 1997 Ford Expedition to Meyer Auto Repair,
1301 S La Brea Ave Ste B Los Angeles, Ca 90019
I had the heads replaced to prevent overheating. Meyer kept the car from June 13 to June 29th, servicing other customers before me. I observed this by taking the bus daily and watching the cars that were being worked on as my truck sat. Total Expense for the job was 2613.00 I paid 2300 on Debit card and he asked that I pay 300 in cash because he needed it to pay a friend. I did so not questioning his payment method.
On June 29th I too Ford Expedition to Phoenix, Az.
On July 5th the Ford broke down on the I-10 west near Buckeye Az.
I had to incur expenses of towing the truck to the nearest Ford dealer (Rodeo Ford / Litchfield Az.), who suggested I have paid too much money to have them fix the same problem, and to take truck back to Meyer Auto.
July 7th after incurring Hotel expenses and Towing truck from U-Haul, I tow Ford Expedition back to Meyer Auto; form Ltichfield AZ, Rodeo Ford, to Meyer Auto. In Los Angeles, Ca.
It is now July 24th and Meyer is asking that I PAY UP FRONT $2100.00 for a different engine! My original engine he repaired is beyond repair now and somehow I am to blame for this. My Expedition is sitting w/o engine in his shop. Meyer will not fix it unless I pay up front cost for engine. Ford dealer stated this is unlawful.
I am being held HOSTAGE
Any ideas? I can’t afford the $2100 not to mention legal fees.
work at a transmission shop in phoenix Arizona. Some times wonder if I’m a tech or a thief, seen a lot of people ripped off here. Some times its sad, for they do not really get there car fixed. Specially the ones that come here thinking there transmission needs to be rebuilt and something other then the transmission is causing the problem and , they get ripped off the hardest.
The biggest victim of fraud deception. Done some wrong things while working here sometimes have to ,because that’s the job. Watched a lot of bait and switch go on here, and the price some of these people pay for nothing done at all to there transmission. Contacting Arizona attorney generals office or the county attorney that really means nothing. Fraud and deception is a crime and hundreds of thousands of dollars are involved.
we took our 2000 Chrysler sebring to the garage for a overheating problem and the mechanic told us it was the heating fan and it would only cost around three hundred dollars they started the job then they said they ordered the wrong part and the cost doubled.
It seems to me this is like the bait and switch once they started they wanted to charge us $82 dollars if we didn’t want them to continue with the repair. does this seem wrong to you he made the mistake not me and he expects me to pay for a car that isn’t even fixed! And to make matters worse he isn’t gonna give up the car until I pay him.
Hello. Thank you for this great info! Keep up the good job!
Charles H McClung says:
SCAM/FRAUD
Arizona Automobile Association–Ford Motor Co.
1994 Mercury was towed to AAA Auto Repair, Peoria Arizona. on !2-22-06 and was there
until I took it out on 1-2-07. Lorenzo Foster (Service Ad visor) is the only contact I had
during this time. We met in parking area on 12-22-06 had telephone conversations and
met again when I picked up car on 1-2-07. The car was never seen by Randy Nowell
(Business. Manager.). The only contact I had with Gary Bons (Ser. Mgr.) was on 1-3-07 with Lorenzo Foster
and I questioned the need for radiator replacement. The conversation lasted less then
three minutes The only decision made was I would receive refund of $201.98 overcharge
on a gallon of coolant. I would have to wait 7-10 days for refund. On 1-8-07 I filed this complaint with Arizona Automobile Association.
COMPLAINT:
In my Inquiry # 18597 to AAA Arizona I said that parts were put on car that was not needed (Radiator).
I was charged for a service that was not performed (Replace Manifold Gaskets).
I can show why I believe that Radiator did not burst.
I can prove gaskets were not installed as engine components were not removed in order to get intake manifold out ..
I would like an honest, competent technician to inspect my engine compartment and I will demonstrate and prove my points. I would like monies refunded to me for these overcharged services.
All I ever wanted from this Auto Repair was honest value and service.
The car is on my carport to be viewed by any AAA Corporate Staff Rep at any time. I am available for any additional information you may want. I would like to expedite this matter as soon as possible so I can get needed services on power steering and engine ignition system.
This complaint was answered on 1-19-07 (10days) later after a brief phone call from Randy Nowell on 1-18-07, At that time I told him the MANIFOLD was never removed from car to install gaskets. ON 1-18-07 I TOOK OVER 40 PICTURES OF ENGINE COMPARTMENT TO PROVE TO ALL PARTIES
THAT THE SERVICES WERE NOT PERFORMED. I STILL HAVE THIS EVIDENCE.
This is Randy’s answer to my complaint–sent by E-mail on 1-19-07
ANSWER:
Dear Mr. McClung,
Thank you for taking the time to talk with me yesterday. I have interviewed the technician who worked on your car and also the service manager at our Peoria shop and I have reviewed the associated documentation. I am confident that the work that you paid for was both needed, and performed correctly. I want to invite you to bring the car back to our Peoria facility so that the mechanic, Joe, and service manager, Gary, can review with you what was done and explain in detail the procedures used to complete the work. Joe, the mechanic who worked on your car is a very honest, competent, and skilled technician and I’m confident that you will agree with that assessment after meeting him and talking with him about the repairs.
I am concerned that you still have an oil leak, and that you mentioned some other problems with the car and I would like to offer a free inspection and diagnosis of any additional concerns you have as a goodwill gesture. We would like you to be present while we inspect the car for any remaining leaks – that way the technician can also explain and show you what the problems are. You can call me at to make an appointment
On 1-19-07 I filed a complaint with Better Business Bureau asking for help in this matter.
COMPLAINT:
AAA AUTO REPAIR
7422 W THUNDERBIRD PEORIA AZ
PEORIA AZ 85381
Complaint Description:
Problem date 1-2-07, on this date I paid for repairs on my daughters car. After looking over invoice #0000751 I discovered an overcharge of $201.98. I returned on 1-3-07 to repair shop and demanded a refund of this overcharge.( I have documents detailing what transpired in my dealings with this Repair Shop from 12-22-06 to 1-3-07.) I will make these papers/documents available to any and all interested persons. As an AAA member filing a complaint against their employees, how can they honestly represent me? I believe this is a conflict of interests. I would like BBB to act as arbiter in this dispute. I would like to add other material, witnesses and documents as they become available. I will make car available to any and all interested parties and demonstrate my position on this matter.
Your Desired Resolution:
An honest and fair settlement as agreed to by parties after arbitration hearing.
Not getting any help from BBB, I filed a complaint with Arizona Attorney Office asking for their help in this matter.
, 26Circumstances: Brief History: I have a complaint in writing with AAA Auto Repair that started on 1·3-07. Have met and discussed it with Gary, (Ser. Mgr.) and Lorenzo Foster (Service Adviser) Have letter from Randy Nowell, (Bus. Mgr.) who ignored my request. Filed complaint with BBB on 1-19-07. As of this date 1-29-07 there seems to be no response from this Auto Repair. My complaint is that a part (Radiator) was installed that was not needed. I was charged for a service that was not performed. (Install intake manifold gaskets) I can prove this service was never done. I am preparing documents and other evidence to present my case at BBB. (I will send these documents to you in a few days as I feel Auto repair will not appear for a hearing). I am 78 years old. I am credible and knowledgeable in the service, repair and manufacturing of automobiles. This complaint is serious as this is fraud on the part of the Auto Repair. You may reach me at XXXXXXXXX any time if you want more information. Thanks for any help you can give.
After a letter from Arizona Attorney General stating they could not help, however I could pursue this matter in the Small Claims Court.
I filed this matter on 5-1-07 with Manistee Justice Court Surprise Arizona.
Manistee Justice Court
Case # CC 2007081822SC
Arizona Automobile Association (Defendant)
AAA Auto Repair 7422 W Thunderbird Peoria Az.
May 1 2007 Complaint I am suing the AAA Auto Repair for their failure to properly service the 1994 Mercury and return it to me in the condition that met all the terms and conditions of the service agreement (Invoice # 0000751)
BACKGROUND:
I have a complaint in writing with AAA Auto Repair that started on 1-3-07.
Have met and discussed it with Gary, (Ser. Mgr.) and Lorenzo Foster (Ser. Adviser).
Have letter from Randy Nowell, (Bus. Mgr.) who ignored my request.
My complaint is that a part (Radiator) was installed that was not needed. I was charged for a service that was not performed. (Install intake manifold gaskets) I can prove this service was never done.
Any owner of a Ford product can fall victim to this scam that I encountered at AAA Auto Repair, Peoria, AZ. We are led to believe, (owners of Ford products with the V-8 281 4.6 L Engine) that the intake manifold must be removed to install heater pipe on this engine. The manifold is NOT removed as WAS this case on my daughter’s car, a 1994 Mercury Grand Marquis. They disguise this by showing on invoice as “Replace intake manifold gaskets”.
Heater pipe is listed under parts. Invoice shows no labor charge to install. This pipe not visible to owners, so they do not know if it needs replaced. This scam is probably being used in service departments and repair shops all over the country. The removed pipe was replaced September 2005 at Thunderbird Automotive in Phoenix, AZ.
Gary Bons, Lorenzo Foster, Joe W. did conspire and used fraudulent and deceptive methods to make repairs on the 1994 Mercury as I have stated above.
CONCLUSION:
I am asking this court to hold the AAA Auto Repair liable for willful failure to perform in an honest manner and charging me for services and parts not needed and enter a judgment against them.
Therefore, I am asking for a judgment against AAA Auto Repair for the sum of 950.85 as well as the document preparation costs to file this complaint, as well as the court costs and fees, necessary to bring this matter before the court.
A fair settlement from AAA Auto Repair. I would agree to receive all labor charges and price of the intake manifold gaskets not used. AAA Auto Repair would keep profit made on parts.
Being under oath, I affirm I am one of the parties in this action. I have read the attached pleading and find that the statements are true to the best of my knowledge and belief.
Dated this 30th day of April 2007.
By: _Charles H McClung___________________________
On 6-28-07 a hearing was held, this is the results of that hearing. Dismissed with Prejudice.
Defendants perjured themselves in Small Claims Court. .Case was to be heard by JP. Volunteer Hearing Officer was substituted at hearing. I prepared a written statement to present to Court. I read a paragraph and was stopped ,court would not accept my written statement when offered again at end of hearing.
.Volunteer Hearing Officer dismissed case with prejudice. NO judgment awarded to either party. No appeal allowed in this Court. This case involves FRAUD. I presented many documents to Court prior to court date to prove my case. I feel my case was mishandled by the Court and I did not get due process. Court lasted about 20 minutes…This is not a frivolous matter.
Either a Justice of the Peace or an appointed Volunteer Hearing Officer may hear your case. Any party may object to the use of a hearing officer prior to the hearing date. The court can provide you with a form to make this objection. The case will then be referred to and heard by the Justice of the Peace. ARS 22-506
Letter from Court stated my case to be heard by JP. I had no way of knowing
who was on bench. This was my first time in a courtroom.
My case was # 2 on docket, When I was notified and went in Courtroom he was still working on #1 case.
I did not know who was on bench until I received a copy of JUDGMENT.
I have since found as to why I received no help from BBB.
Date: Mon, 7 Jan 2008 21:01:13 -0700
Principal: Randy Nowell
Customer Contact: Randy Nowell
File Open Date: January 2007
TOB Classification: Auto Repair & Service
BBB Accreditation: This organization is not a BBB Accredited business.
The BBB has requested basic information from this company but has not received a response. As a result, the BBB may not have current information about the company
In Randy’s sworn statement to the COURT he states( Joe Wiley did in FACT remove and replace intake manifold). HOW CAN HE MAKE THIS STATEMENT WHEN NOT EVER SEEING THE CAR??
He further states that RADIATOR was replaced as it was cracked. Again he never looked in ENGINE
COMPARTMENT. (PERJURY?)
Gary Bons tells COURT that I took car to another place before bringing it to AAA AUTO REPAIR. (LIE)
I never approved any of the repairs. Lorenzo Foster, only person I was in contact with at AAA REPAIR SHOP was not present at hearing.
SUMMARY:
SCAM/FRAUD
Ford Motor Company is allowing the use of fraudulent and deceptive
methods for making repairs on heater pipe/tube found on
cars with the V-8 281 4.6L engines since 1992. Labor
charges are based on the removal of INTAKE MANIFOLD.
Pipe/tube is then installed by using method that takes
less time.
This scam is being used in service departments and
repair shops all over the country. I have documents from Ford Techs. from around the country stating that this is the method for R&R of the HEATER PIPE on V8-281 4.6L engine on 1994 Mercury Grand Marquis. ( INTAKE MANIFOLD MUST BE REMOVED)
AAA Auto Repair, Peoria, Arizona ( owned and operated by Arizona Automobile Association) replaced this pipe on the 1994 Mercury using the method that Ford Motor Company FAILED to put in Shop Repair Manuel in 1992. AAA Auto Repair (Randy Nowell) insists they used Ford method to perform this repair operation. I have PICTURES of the ENGINE COMPARTMENT and can prove the INTAKE MANIFOLD was never removed. The pipe was replaced in August 2005 by Thunderbird Automotive
Phoenix, Arizona. AAA Auto Repair performed this repair to “PAD THE BILL”.
It is time that Ford Motor Company addresses this matter and puts a stop to this fraudulent and
deceptive method used in Ford Service Departments. Only then will it end in all other Automobile Repair
Shops.
Arizona Automobile Association (CEO/PRESIDENT) D James McDowell needs to investigate this matter on how AAA Members are treated, take corrective action and compensate me for the ORDEAL that I have been put thru.
Update #264173 8-16-2008
Having filed a complaint on 1-8-07 to expose dishonest employees it seems AAA Arizona
Inc. is not willing to admit to any wrong doing. They keep trying to cover this dispute with
a variety of tricks. This was my request to them on 1-8-07 when this dispute started.
I would like an honest, competent technician to inspect my engine compartment and I will demonstrate and prove my points. I would like monies refunded to me for these overcharged services.
The car is on my carport to be viewed by any AAA Corporate Staff Rep at any time. I am available for any additional information you may want. I would like to expedite this matter as soon as possible so I can get needed services on power steering and engine ignition system.
Sincerely,
Charles H McClung
Member # 343092000 2
This matter was handled by Randy Nowell who made no effort other than use delaying tactics as I sought
to get help from independent third parties. This is not a frivolous matter.
Phoenix, Ariz. March 17, 2008 – Today, chief executive officer (CEO) Jim McDowell of AAA Arizona, the state’s largest membership organization and advocate for motorists and travelers, announced that the board of directors has appointed Michael Tully the new president of the auto club.
May 2008- Randy Nowell is no longer with AAA Arizona as Business Manager.
June 16 2008
Mr. Charles H. McClung
5950 E Missouri Avenue
Lot 31
Glendale, AZ 85301
Dear Mr. McClung We have received notice from AAA National office that you have forwarded your
complaint to them. This is to inform you we have closed this complaint after
receiving a favorable ruling in the courts regarding this matter. We have notified the
AAA National office that this case is closed.
Thank you,
Donald J. Nunnari
Vice President Membership Products and Service
CC: AAA National Office
The above letter copied and retyped from original to fit this format. (signed copy on file)
“favorable ruling in the courts” Randy Nowell did not file a counterclaim with the Court.
I filed application for DEFAULT as required to keep this matter in the court.
The document I received (JUDGMENT) plainly marked—Plaintiff awarded nothing—
Defendant awarded nothing..
Court record ( PUBLIC INFORMATION) I will share with AAA National and any other Interested parties It now seems that this matter will be handled by President Mike Tully and CEO Jim McDowell at the Corporate level..
Yes this does seem way high for a rear brake job even if it did include a section of brake line. And yes the story sounds fishy with the way they where waiting for parts and then poof it was done. You have posted your coment in the right place good job! I have some free information at my new site for you. The main site is http://www.auto-facts.org but check out this page http://www.auto-facts.org/autorepair.html Free information on why nice people like you get scamed by the auto repair business.
I just took my 1992 Hyundai Sonata in to get the rear brakes checked I was leaking brake flui
d.I walked out of there with a bill of 504.00.They replaced the rear brakes on both sides.They charged me 244.20 in labour and 180.66 for parts and 21.98 for shop supplies add on gst and pst another 58.09 and bingo total bill for me 504.93.I’m just wondering if this is fair or a scam?They told me the shoes had to be replaced, cylinders replaced, steel brake line replaced drums removed and machined.On both rear brakes.I just about fainted when I seen the bill.I’m wondering if everything needed to be replaced or not.I knew I had a leak in the line but was everything else necessary?They also told me that my car would be ready by the time I had to go to work and that they would start on it at 11am I start work at 3pm.I phoned them at 2:10pm and they said they hadn’t got the parts yet but the car would still be ready by 3pm.Yet my labour bill was 244.20.Something doesn’t add up here.Anyways it would be nice to get an opinion on this if anyone out there has one.