Breaking down myths about dealership repair shops

bob Attrell

TADA PRESIDENT

Here's a story I hear frequently at my dealership.

Jay (not his real name) has a problem with his car. He takes it to an independent garage. The garage tries to diagnose the problem, but can't pinpoint what is wrong.

Jay takes his car to a second garage and the same result ensues. At the end of the day, Jay has paid several hundred dollars to have his car fixed, but the problem remains. The only advice the garage offers is to take his car to a new-car dealership.

This is no isolated incident. I hear about this at least once a month, and I empathize with these car owners. They pay good money to have their vehicles fixed, but they end up paying for nothing.

I'd like to clear up some misconceptions about registered new-car dealers and independent garages. Consumers need to know that significant differences exist between the two.

When comparing these two entities, I'm referring to service and/or collision repair issues, not new-vehicle sales. Only registered new-car dealerships are authorized to sell new vehicles.

There are generally three types of service work that vehicles require: simple maintenance (oil changes, tune-ups and brake repairs), specialized repairs (on-board computer and mechanical systems) and warranty items (mechanical or structural components covered under a warranty).

Many independent garages are equipped to perform simple maintenance and light repairs. Few are equipped with the advanced tools and technical expertise to perform extensive diagnostics and repairs on today's vehicles.

The current generation of vehicles has become so complex and sophisticated that a high degree of specialization is required to correctly diagnose and repair cars. That degree of specialization is only found at new-car dealerships.

Perhaps the biggest misconception is that dealerships are more expensive. That's a total fallacy. Maintenance and repairs at dealerships are not more expensive.

If dealerships were not competitive in price for repairs with independent garages, they would lose a considerable amount of business.

Another misconception is that both are equipped to provide warranty work. Again, that's a fallacy. Independent garages are not authorized to perform warranty repairs; only registered dealers are permitted by the manufacturers to perform this work.

What further advantages do dealerships offer over independent garages? Here is a list, in no particular order:

Dealerships invest thousands of dollars each year in skills upgrading so technicians can accurately diagnose and repair specific nameplates. They have instant access to the latest diagnostic software and engineering expertise, direct from the manufacturer.

Factory-trained technicians are experienced in repairing vehicles to the manufacturers' specifications. Since there is no guesswork involved, dealerships can offer quicker turnaround times and customers are in and out faster.

Dealerships don't send customers away to have their vehicles fixed elsewhere. When independent garages can't fix a problem, they send the customer to us (service managers across the GTA will vouch for this).

Dealerships are interested in forming long-term relationships with customers. A customer who is satisfied with a dealership's level of service will be more inclined to buy a new car from that store, or refer others for sales and service.

If you have a repair issue at a dealership, you can appeal directly to the manufacturer. This option isn't available to consumers when they deal with an independent garage.

In order to ensure your vehicle is diagnosed properly, and repaired to the manufacturer's specifications, take it to a registered new-car dealership.

This column represents the views of TADA. Email: president@tada.ca or

visit www.tada.ca.

Bob Attrell, president of the Toronto Automobile Dealers Association, is a new-car dealer in the GTA.

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