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GENERAL QUESTIONS | COLLISION & AUTOBODY | MECHANICAL REPAIR
GENERAL QUESTIONS
Why does the repair facility require me to authorize repairs before they begin work on my vehicle?
Michigan State Law under Public Act 300 protects consumers by requiring vehicle owner authorization prior to repairs being commenced UNLESS the repair cost is below $20.00. (State of Michigan Repair Facility Manual Chapter 4, Section 4-2.2 Authorization)
What if my insurance company or my warranty company is paying for the repairs?
In an insurance paid transaction or warranty claim, the vehicle owner is still the only person that may authorize repairs to a vehicle – not the insurance carrier or warranty company. (State of Michigan Repair Facility Manual Chapter 4, Section 4-2.1 Definition)
Why does the facility call me with an estimate? I just want my car fixed!
Again, under Michigan State Law, Public Act 300, a written estimate must be provided to the consumer for any repairs over $20.00 and if there are supplemental costs, unless you sign a “Waiver of Estimate.” (State of Michigan Repair Facility Manual Chapter 4, Section 4-3.1 Requirement)
Why is the shop telling me what kind of parts they are putting on the car?
As a consumer protection item, Public Act 300 requires repair facilities in the State of Michigan to inform consumers the type of parts being used on their vehicles. For example, “OEM” means that the part is from the original equipment manufacturer (Chrysler, Ford, GM, etc.), “Aftermarket” means a part other than the OEM, and “LKQ/Used/Recycled” means a part from another vehicle of “Like-Kind-Quality” – it may be a used original OEM or possibly used Aftermarket part. (State of Michigan Repair Facility Manual Chapter 4, Section 4-3.2 Components)
COLLISION-FOCUSED FAQ
My insurance company tells me that I must go to one of their repair facilities and that they cannot guarantee my shops work. Is that true?
An insurance carrier is not a licensed repair facility and cannot guarantee repair under the criteria of Public Act 300. Only licensed repair facilities in the state of Michigan can warranty repairs and it must be in writing. (State of Michigan Repair Facility Manual FAQ Section PageQ-9)
An attempt by an insurance carrier to persuade a consumer to go to repair facility is a direct violation of Public Act 190 and is defined as “steering” which is illegal in the State of Michigan, much like most other states. Insurance carriers MUST be able to provide adequate claim response when selling an insurance policy in the state of Michigan.
However, mentioning services once by an insurance carrier that provide options that are available may not be interpreted as “steering.” Just remember “NO MEANS NO”; anything further may be a violation of state law.
What can I do if I am a victim of “steering”?
File a complaint with ASA of Michigan on our site or go to http://www.michigan.gov/documents/cis_ofis_e_form_25076_7.pdf
What is the difference between “deductible” and “betterment”?
Usually the deductible is the first part of the claim owed before an insurance carrier participates, similar to your doctor’s office deductible in many cases. “Betterment” is when a part of a vehicle is damaged that usually wears out within a certain mileage or age, like tires, car batteries, brakes and other similar parts.
When the part is replaced in a collision, usually the insurance carrier would require “betterment” be charged because they are putting a brand new part on that was already wearing out, making it “better.” An example might be an original front tire that might have to be replaced because of an accident. The car has 20,000 miles on it and according to the tire manufacturer the tire is only safe to about 40,000 miles. The insurance carrier might require a betterment charge of 50 percent because half of the life is gone from that tire. Consult with your insurance carrier for clarity.
OK, I understand betterment now, but using this example, I have always been told that on something like tires I should replace them in pairs – does that mean that both tires would then be replaced in the front?
Usually no, although it is good advice to replace tires and some other components on your vehicle in pairs, the insurance company policy only covers damaged parts that are a result of the accident. However, it is professionally advisable for you to replace the other part – review matters with your licensed repair facility for their final professional opinion.
If the accident wasn’t my fault, why do I have to pay for the deductible?
Michigan is a “No-Fault” State which usually means each vehicle operator is responsible for the repairs to their vehicles only. Depending on your insurance coverage and the cause of the accident, a “mini-tort” claim may be applicable up to $500. Discuss your coverage with your agent for further clarity.
MECHANICAL FOCUSED FAQ
How can I find a good, professional-quality repair facility when having my vehicle serviced?
It is recommended that a consumer look for a repair facility BEFORE they need service on their vehicle. The top five items that are recommended to consumers are:
- Ask for recommendations from family, friends, co-workers and others that you trust
- Is the shop clean, well organized and friendly? Ask for a quick tour and have them explain what they do and ask them to see vehicles that they are working on, even if from a distance.
- Is the staff courteous and helpful? Do they take time to answer questions and do they answer phones timely while you are there even if they are busy? This will tell you how you will be treated both when you are there or not. If staff is talking to each other while the phone is ringing, you might want to keep looking.
- Look around the customer waiting area for signs showing achievement, licensing by the State of Michigan, on-going training, community awards/involvement, membership of a trade association like ASA of Michigan and the Better Business Bureau.
- Ask for their procedures, labor rate charges, diagnostic charges, warranties, methods of payment and other questions that you may have before finalizing your decision. Review the following questions and maybe ask these questions to the repair facility as a “pop quiz” since you will already have the answers.
Why do I have to pay for a diagnostic charge when some parts and quick lube places do it for free?
ASA of Michigan along with mechanical industry professionals will discourage “parking lot” diagnostics. Under the State of Michigan Public Act 300, only licensed professional certified technicians are allowed to diagnose a vehicle problem with very few exceptions. This law is designed to protect you the consumer from further component damages or false diagnostics that may occur after a non-licensed individual has “read a code.”
Vehicles began seeing computer usage in the late 1980’s and today’s vehicles are very complex with multiple computers “talking” to each other. “Code retrieval” may interrupt important diagnostic codes that were stored by a computer, falsely directing a professional licensed technician that is attempting to properly diagnose your vehicle problem that may result in improper diagnostics and usually much higher repair costs in the long run. (State of Michigan Repair Facility Manual Chapter 7, Section 7-1.1 Requirement)
Why do I have to pay a “core charge” on a part that I am entitled to have back?
“Core charge” means that the part that failed on your vehicle usually can be rebuilt or has a value to the parts vendor. The core charge may be removed if the part is exchanged; however, the core charge must still be taxed by the repair facility according to the state of Michigan using the normal sales tax amount.
(Michigan Department of Treasury LR 88-34. Trade-in Deductions/Core Charge [LR 1988-34])
I was told my warranty is void if I do not take my car back to the new car dealership while my vehicle is under warranty. Is that true?
Vehicle manufacturers are not allowed to void the vehicle warranty just because aftermarket parts are on the vehicle. There are new car warranties and emission warranties on every vehicle upon delivery, each stating a limit to a period of time or mileage. In cases where such a failed aftermarket part is responsible for a warranty claim, the vehicle manufacturer must arrange a settlement with the consumer, but by law the new-vehicle warranty is not voided. See the Magnuson-Moss Warranty Act of 1975.
Why do I see so many different prices for “brake jobs”? Am I being conned at the more expensive locations?
Vehicle manufacturers must meet strict government guidelines before introducing their vehicles to the marketplace. Unfortunately, current Federal legislation ends there allowing “cheaper brakes at cheaper prices” to occur.
ASA of Michigan along with mechanical industry professionals believe that higher quality grade brake components that meet or exceed original production equipment should be the ONLY brake components that are allowed to be used. You never know when that extra foot or more of stopping distance could be the difference between life or death, for you, your family or someone else. A person’s life is priceless! |
