Maintenance and Repairs

Know your rights

You have rights when you take your vehicle to an auto shop for repairs. In all automotive repair transactions you are entitled to:

• Get an estimate first. The auto shop must give you an estimate that shows the expected cost of the work. This includes the estimated price for parts and labor (excluding sales tax).

  For some problems, the auto shop may need to take apart your vehicle to give you an accurate estimate. This is called a “tear down.” Be aware that there may be a charge for a tear down, even if you don’t go ahead with the repairs.

• Approve the estimate. You must authorize the repairs before the auto shop can begin work on your vehicle. You can give your authorization in written, oral, or electronic (e.g., email or text) form.

• Be told about any changes. If the auto shop finds more problems with your vehicle after starting the work, they must contact you. You must authorize any additional repairs. You may name someone to authorize any changes for you.

• Return of any replaced parts. You can ask the shop to return any parts they replaced in your vehicle. Be sure to ask for those parts before authorizing the repairs.

• Get a final invoice. Once all repairs are complete, the auto shop must give you a final invoice The invoice includes:

  • The auto shop's name, address, and license number

  • A list of all repairs performed, including any work done at no charge

  • A list of all parts supplied, indicating parts that are used, reconditioned, or rebuilt

  • The total cost for parts and labor

If you have a problem

Most consumers have a positive experience getting vehicle maintenance and repairs. But if you have issues with an auto shop and can’t resolve them with the shop's management, you have options:

• File a complaint. We’ll look into the issue and help mediate a resolution.

• Request a no-cost collision repair inspection. Most collision repairs are hidden by the vehicle's panels. This makes it hard to tell if the work was done right or done at all. If you have concerns about your vehicle's collision repairs, we can help. Our Auto Body Inspection Program can check the repairs to ensure the safety of your vehicle.

• Get financial help with emissions repairs. Our Consumer Assistance Program offers repair assistance if your vehicle fails Smog Check. You can also retire your vehicle, even if it passes Smog Check. You and your vehicle must meet eligibility requirements to participate.