Right Column
Resolving Consumer Complaints
- Steps
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Step 1: What Are Consumer Complaints?
Consumers who feel that they have not been treated properly by an automotive repair shop or Smog Check station, have the right to file a complaint with BAR. BAR then attempts to mediate the dispute, and if necessary will investigate the complaint for possible violations by the shop.
Most complaints are filed because a consumer felt that their rights were violated by the shop, or that they were treated unfairly. Knowing those rights, and ensuring that they are respected, can help minimize the possibility of someone filing a complaint against your shop.
Important consumer rights include:
- A written estimate for repair work.
WARNING! If a tear-down is necessary to determine how much a repair will cost, your customer is entitled to a written estimate for the tear-down and rebuild costs (including a timeline for rebuilding), and a second written estimate for the cost of the actual repair.
- A detailed invoice of work done and parts supplied.
- Return of replaced parts, if requested at the time a work order is placed.
If a customer feels that their rights were violated, or that they were treated unfairly by your shop, they may file a complaint with BAR.
