Introduction: The Dating Game of Car Repair

No one ever advocates for the idea that finding a reliable mechanic is like dating except much more serious—where rejection is a financial blow rather than a bruised ego. Over the last fifteen years, and the ownership of three cars across three states, I've come to realize the true cost of automotive servicing is not only the repair costs, but also the time, stress, and money you lose when you do not have the right relationships in place.

I had a real wake-up call one harsh winter in Chicago, when my 2014 Mazda CX-5 decided to break down and stranded me in a Target parking lot. The starter had finally given in after months of disheartening reluctance to turn over in the morning. I called the roadside service through my insurance, got towed to the nearest shop that had availability, and walked in the door of what now seems like a typical tourist trap operation.

The waiting room smelled stale, like multiple broken dreams and…………coffee. The walls were littered with motivational posters from 1997 and hadn't seen a fresh coat of paint since Bill Clinton was president. The service advisor, who introduced himself as "Mike," with the fervor of someone reading me a shopping list, quoted $850 to bumper a starter replacement on a bump that shouldn't more than $400. Here's the rub; at the time, I didn't know what the average shifting costs were, so I was cold, without a car, and totally at the mercy of whatever truth Mike could provide. So, I agreed to pay the ransom, sat in the waiting room for an excruciating six hours, and learned a valuable lesson about automotive relationships.

That experience led me to absolutely change the way I think about car maintenance and repairs. I started to visit shops even when I did not need anything, just to get a sense of how they operated. I asked friends not just for recommendations, but also for their stories about why they went to certain shops. I spent time learning what things really costs and the intricacies that go into common repairs so I could recognize reasonable pricing when I saw it.

The Apprentice Economy: Why Good Techs Are Getting Harder to Find

There is a crisis in the skilled trades, and as a vehicle owner, it impacts you personally, even if you don't realize how dire the situation has gotten; as I talk to shop owners all over the country, our conversation always comes back to the same issue: the struggle of finding qualified technicians that can troubleshoot and repair the complicated technology that is commonplace in today's vehicle.

The statistics are sobering, as the average age of automotive technicians is increasing year-over-year and there are fewer and fewer young people pursuing a career in the automotive field. Technical and community colleges across the country report enrollment in automotive programs is declining, and the demand for skilled technicians is continuing to rise. The disparity between supply and demand drives higher labor costs and forces shop owners to make major decisions about the services that they offer in their shops.

I spent an afternoon with Roberto at his successful independent shop in Phoenix, who had been trying to hire an experienced technician for eight months, even offering a wage that some may have thought impossible to take home in this industry a decade earlier.

"I need someone who can troubleshoot electrical issues, be able to understand computer networks, and is also able to put an engine back together when necessary," he said. "This level of expertise in one individual is a very rare occurrence."

This issue is partially the result of perceptions surrounding automotive work that are no longer relevant. Many possible parents still view automotive repairs as dirty, low-skilled work, requiring no education, and have encouraged their children to pursue college degrees and white-collar work, failing to understand that a valuable technician can often make more money than many people with college degrees.

However, the bigger issue is the pace of technological advancement. Up-to-date technicians need to understand systems today that did not even exist when those technicians went through an education program to become technicians. Hybrid powertrains, advanced driver assistance systems, and connected car technology all require understanding systems that cross traditional mechanical skills and high-tech electronics.

Roberto demonstrated a diagnostic session on a 2022 Toyota Prius with an electric mode that wouldn't engage. To solve this issue, a technician would need to understand battery management systems, high voltage safety procedures, and diagnostic protocols relevant to software. "Fifteen years ago, this car would not have been able to be repaired in an independent shop," he said. "This car takes more equipment and training to diagnose than some shops have in an entire year's earnings."

The Hidden Cost of a Convenience Culture

The evolution of both mobile mechanics and on-demand service apps is an interesting shift in how people are thinking about automotive maintenance. However, there are trade-offs for convenience that most customers don't understand. After meeting a mobile mechanic last year, I arranged for his mechanic to repair my vehicle, both because I was intrigued and because it can be complicated for my schedule to find time to go to the shops.

I learned some big lessons regarding the limitations of mobile service, which were not mentioned in any marketing material. Mobile mechanics have their places in the process with a few types of work–like oil changes, battery replacements, brake pads—but anything that requires a degree of diagnostic work or specialized equipment can be a challenge. For example, when my Honda Pilot exhibited a transmission shudder, the mobile mechanic I called was able to identify what the symptoms were, but did not have the capacity to perform the computerized transmission adaptation procedure necessary to address the issue.

While there is absolutely a convenience factor, it is incredibly convenient to have someone come to your workplace to perform an oil change—most people will adjust their lives and schedule because of that convenience—I found that mobile service for repairs is at least, if not more than, 20-30% above the equivalent shop repair; and, occasionally, the task is more of a challenge because mobile technicians repair a vehicle alone, without the benefit of peer review and access to expensive equipment that shop-based technicians have.

Further, what I don't believe mobile services can build is that type of a comprehensive or holistic relationship that ultimately lends itself to better long-term automotive care too. A mobile tech who sees your car once every six months for an oil change is not going to notice any developing problems or provide the kind of preventive maintenance that good shops do for their regular customers.

The Psychology of Repair Quotes: Understanding the Component Dance

The customer behavior associated with a service estimate goes through a meaningful, complex, psychological process that most people do not recognize, but is has the potential to vastly improve their experience, the service they receive, and the outcome of the repair. I have observed this dance in a shop repair of a vehicle 'hundreds' of times, and it is remarkably consistent.

Most customers arrive at estimates with an internal number that they are thinking based on all customers you are engaging with as a potential vehicle repair expert. Usually, this number is much lower than the reality number. leading them to believe that their problem will be easy and inexpensive to resolve. But when the estimate arrives, the psychological gulf between their perceived cost and the required suggestion and actual pricing creates a not-so-thin layer of defense.

I recall seeing a customer at Tony's shop receive an estimate for brake work on his 2018 Jeep Grand Cherokee. The total was $650 for brakes, both front and back. His immediate response was, "Wow. That seems high. I saw the parts online for $200." Tony's response was perfection, as he stated, "You are absolutely right about the parts price—let me show you what else you are paying for." He brought the customer into the shop's brake lathe, explained how the shop turns rotors, explained how they exchange brake fluid, and explained how the customer's vehicle was covered by a warranty. By the end of the interaction, the customer understood that he was not just paying for parts, but he was paying for expertise, equipment, and greatly needed accountability.

An important point is that we so often miss the point of how the initial defensive reaction typically blocks us from asking the right questions. Instead of questioning the price, a more savvy paying customer questions alternatives, timing, and priorities. "Which brakes do I need to address sooner, front or back?" "What happens if I wait a month?" "Should I consider parts of different quality levels?" These followed most productive discussions that with different outcomes, and potentially more options than may have a first blush response. Perhaps the rear brakes can wait for a month, thereby allowing the customer to spread the cost over time.Perhaps premium brake pads are the right choice for your driving style, or perhaps economy pads are perfectly adequate.

The Qualification Jungle: Making Sense of Certification

The automotive industry is full of acronyms and qualifications, most of which customers won't even know what it means, or if they even matter at all to them. After years of debating what is real and useful information versus simply meaningless marketing, I finally figured out what allowable qualification signs and what actually reflects competence—and what does not—against common industry and personal practices.

ASE (Automotive Service Excellence) certification, remains the gold standard in technician competence. However, ASE also offers numerous levels and categories of specialty, and as a customer, most times you will not understand what that really means to you. Just because a technician is ASE certified on engine repair doesn't mean they are qualified to repair an air-conditioning system; they are experienced with engine repair.

I learned this one day while having my BMW 328i serviced at a shop with ASE certification prominently displayed in the front window. The technician who worked on my vehicle was indeed ASE certified, but only in heavy truck repair. He had a good understanding of diesel engines and heavy truck systems, but had never serviced a BMW's electronic throttle body system. The repair took three times longer than it should have, and I made two extra visits back to the shop for the technician to repair the repair.

Additionally, OEM (original equipment manufacturer) training programs typically provide an even more relevant qualification than most qualifications that other people hold. BMW, Mercedes, Audi, etc. have intense manufacturer training programs that independent shops can and have access to. A technician that has gone through BMW's electrical systems training course is much more qualified to work on my automobile than an A.S.E. certified technician.

However, the best qualification is not a certification, but experience with the specific problem.When my friend's 2016 Subaru Outback began exhibiting the classic CVT transmission whine, we didn't choose the shop that had the most certificates hanging on the wall. We went with the shop where the service advisor immediately said, "Oh, the CVT whine. We see that all the time. Here's what causes it and here's what we need to do to fix it."

The Parts Quality Spectrum: More Than OEM vs. Aftermarket

The parts quality debate has progressed well beyond the black-and-white OEM vs. aftermarket debate of a decade ago. Today's part marketplace has a number of the quality tiers that most customers don't comprehend — prompting questionable decisions.

At the top of the quality pyramid are true OEM parts — the very same OEM components that came on your vehicle as original equipment. OEM parts guarantee the perfect fit, finish and performance for a premium price that often causes sticker shock. A recent example from my own experience was needing a new side mirror for my 2017 Accord, which had two options — the true Honda OEM side mirror (with all the electronics backing heated glass, turn signal and blind spot monitoring) for $340, or aftermarket side mirror (without the electronic components) for $89. Price is reliant on ocean freight costs, but doesn't tell the whole story. The genuine Honda side mirror would include installation instructions that resulted in a straightforward installation for anyone who had access to tools, or any level of mechanic, and would also be backed with a warranty that relied on Honda dealer repair network.The $89 aftermarket mirror was merely a basic assembly composed of glass and plastic, and would necessitate transferring all of the electronics from the old mirror (if they still worked) to accomplish the installation.

The middle tier consists of parts that are "OEM equivalent" or "OES" (Original Equipment Supplied). These are parts supplied for the vehicle manufacturers by the same suppliers used by the manufacturers but are sold without the OEM logo. They are typically of comparable quality, but for less money. Determining the difference between genuine OES and unbelievably cheap parts requires education and experience that most shops lack.

Then there are the unending aftermarket parts ranging from decent parts to terrible ones, with little information to assess the quality until after the installation is complete. I found this out the hard way with my Honda Pilot by selecting the cheapest economy brake pads to save $60. They worked well for about 15K miles then sounded like nails across a chalkboard; I was embarrassed to drive the car. A premium aftermarket pad that was only $30 more would have lasted at least twice as long and have been quiet through their service life.

The Geography of Automotive Service: Location Matters More Than You Think

Where you live has a dramatic influence over the quality and price of automotive service that most people do not consider when choosing where to live or work. I have experienced this first hand as I moved from rural Pennsylvania to suburban Dallas to urban Seattle, each with a very different automotive service landscape.

In rural areas shop have a wealth of basic mechanical knowledge and reasonable labor rates, but struggle with obtaining the modern diagnostic equipment and the tools to service today's vehicles nor do they usually have the tools to rebuild modern vehicle engines. The shop I used in rural Pennsylvania had the ability to rebuild any engine made with fabrication work on parts that could not be purchased but had difficulties with reprogramming key fobs and programming vehicle adapted computers based on parts replacement.

Urban areas typically have the highest amount of available equipment and training available, but the cost of real estate and rent leads to high labor rates and restrictions on the size of shops. A shop in Seattle, that I used, charged $165 per hour labor rates but usually diagnosed and repaired problems that smaller shops could not handle. They were paying for annual training to master their specialized diagnostics equipment they bought from the manufacturer, which would have been impossible for a smaller shop to maintain due to the fees of the equipment and the service rates imposed from the places the shop members went for continuing education.

Suburban areas often provide the best balance of capability and cost, but finding the right shops requires more research because there are simply more options to evaluate. The Dallas area where I lived for three years had dozens of shops within a reasonable driving distance, but quality varied enormously.

Climate plays a bigger role than most people realize. Salt-belt states create corrosion problems that shops in other regions rarely encounter. Desert regions put a different strain on cooling systems and air conditioning than moderate regions do. Mountains have altitude challenges for parts of the country that flat-land shops do not experience. These geographic features impact more than repair methods, they affect parts ordering decisions, warranty norms, and even the brand of the vehicle that makes sense to own. For example, European cars are hard to keep out in rural areas where the closest dealer may be 200 miles away; on the other hand, some domestic truck models are everywhere but may be impractical in densely populated urban areas.

The Warranty Minefield: Protection that May Not Protect

Extended warranties and service contracts are a multi-billion dollar industry built on customer fear and misunderstanding of the reliability of automobiles. I have assisted a few friends with warranty claims, disputes, and the like and one the things I have learned is that most automobile warranties protect the warranty company probably more than it protects the customer. The verbiage used in these agreements is intentionally confusing with exclusion clauses hidden somewhere in the agreement and are not apparent until you file a claim.

A neighbor of mine had an extended warranty to cover everything for his 2019 Ford F-150, and the total coverage cost was nearly $3,000. This warranty seemingly covered everything that could break. Eighteen months later, the infotainment system stopped working and my friend went to file a claim on the electronic component; he now learned that electronic components are only covered if it fails due to "normal wear and tear" and not software problems or incompatibility. The warranty company decided the issue was a "software problem" and denied the claim. The repair was $1,200; it came right out of my friend's pocket despite having a "comprehensive" extended warranty for his truck.

However, the primary issue with the bulk of extended warranties is not coverage exclusions—but rather limitations on where and how repairs can be performed. Many warranties stipulate that repairs require pre-authorization, and the coverage can be restricted to a limited network of repair shops. So, you might not be allowed to get warranty work done at your familiar shop, and you will be forced to interact with someone new who works at a repair shop during a stressful moment.

Additionally, the mathematics of extended warranties work against the customer. Extended warranty companies incorporate actuaries who precisely calculate how much coverage to price in a manner that ensures profitability from consumers. For them, it is a foregone conclusion that most consumers will spend more on warranty premiums than they will ever take back in coverage benefits. It is insurance where the house wins all of the time.

With warranty exceptions, extended warranties backed by manufacturers are generally more comprehensive with fewer restrictions, and automotive protection offered by certain credit cards as a supplement to Manufacturer warranty coverage avoid some of the drawbacks of third-party commercial warranty contracts. However, for many people, establishing a dedicated savings account for the dedicated accumulation of warranty premiums provides better coverage and flexibility than commercial warranty products.

The Innovation Paradox: When New is Not Better

The pace of innovation in the automotive industry presents challenges associated with service and maintenance for consumers that they perhaps do not consider or see coming. What appears revolutionary in terms of features and even across some maintenance considerations may eventually become burdensome maintenance as vehicles age with existing or new technologies.

One example is the introduction of the push-button start systems that gained momentum in car and truck models during the mid-2000s. While seeing these systems in newly purchased vehicles appeared to be solely a convenience replacement of fumbling with keys by simply pushing a button, and off you go.As car models age, the shifts in the modern starter systems create additional diagnostic challenges compared to traditional vehicle ignition systems. For example, my friend owns a 2012 Infiniti G37 that experienced a no-start intermittently. The vehicle had been at three vehicle repair shops and did not start for any of them. The vehicle started fine for three weeks, and then suddenly it would not respond to the start button. The traditional vehicle diagnostics and inspections, that may have been normal examinations, had not identified anything wrong with the vehicle since the vehicle did not not start only under a specific set of circumstances, which when the outside temperature was below 40 degrees, the fuel tank was NOT above half full, and the vehicle had bee parked for more than 8 hours. Fortunately, when the repair shop realized the peculiar combination of these circumstance, they used their specialized diagnostic equipment that monitored multiple data networks simultaneously and replicated the circumstance that caused the no start condition. Not only did the diagnosis cost $400, but the repair required a $300 module that could only ordered through the manufacturer/dealership.

Other systems that are experiencing similar circumstances are convenience features. Convenience features like the automatic parking feature on a vehicle that is able to self-park once an impressive advancement for the automotive industry, in 2015, now requires various calibration procedures that are in the hundreds of dollars after a normal maintenance procedure is performed by a third party. Furthermore, systems like adaptive headlights, which provide robust visibility for the driver, require seals new calibration following a minor repair in the front of the vehicle; which would cost several hundred dollars.

The point here is that innovation is not bad, as many of the features available to vehicle today denote enhanced safety and convenience. However, we can, as consumers begin to understand just how complex these changes are, because the same feature on vehicle 20 years ago was so much more easier to diagnose than the new features today. Although an understanding of the longer term and on-going maintenance obligation of these complex feature systems may help in preparing to the purchasing decision and providing a framework for understanding the total cost to own the vehicle over a period of time (with the increase in repairs).

The Parts Ecosystem: Understanding Supply Chain Vulnerabilities

The COVID-19 pandemic exposed a lot of fragility/exposure in the vehicle parts supply chain; this can still be seen today in the repair shop market and toward car owners.Recognizing these vulnerabilities allows you to set equitable objectives as it pertains to repair time and repair costs, and at the same time identify areas where you can be a more educated and strategic consumer.

As an example, basic maintenance items such as oil filters, air filters, and brake pads continue to be readily available for vehicles because they are typically manufactured in high volume and have multiple points of distribution in a timely manner. Specialized electronic components, however, will not always follow this protocol. Many are manufactured by a single supplier with no backup source or inventory buffer.

Not coincidentally, I experienced this challenge firsthand when my 2018 Toyota Camry backup camera was not functioning. The part alone would be $280, but there was no inventory at Toyota nor estimate for inventory delivery. Toyota let me know that their supplier in Japan had shut down for weeks due to covid restrictions, and there were no other options available to explore. After three months, the backup camera came in and I learned that it had been updated no less than two times during its delay. A new part number was issued and the original part was officially discontinued. As a bonus, the new replacement part required mounting hardware that was different from the original. The process to replace the camera would also be be different. Now, rather than simply replacing the camera with a new part, the repair project would involve software updates and calibration procedures and resulted in an additional cost of $200.

Supply chain vulnerabilities impact vehicle owners who are driving older vehicles or limited production models the most. European luxury vehicle owners wait the longest for certain components because parts are manufactured in small quantities and shipped from overseas using slow transportation methods to be able to keep overall costs affordable.

Supply chain vulnerabilities also create opportunities for educated consumers. Many shops continue to struggle with parts inventory managementWhen my Honda Pilot was going in for its annual maintenance, I offered to order the parts online and have them delivered straight to the shop. It saved me both time and money, as well as assured that the parts would be on hand when my appointment came up.

The Sea Change in Diagnostics: From Mechanical Detective Work to Digital Detective Work

Modern automotive diagnosis is a far cry from what mechanics would have recognized just twenty years ago. Today's technicians require a skill set that combines traditional mechanical training and advanced computer science, which creates challenges for service providers and their customers.

This hit me while I was at Northwest Auto, who were diagnosing a transmission issue on a 2021 Honda Pilot with an intermittent transmission condition. The pilot would sometimes not shift out of second gear and would illuminate the check engine light, limiting the pilot to around 35 mph. The symptoms were intermittently appearing and there was no pattern. This would have been a straightforward diagnosis and testing protocol twenty years ago. The technician would have mechanically tested for fluid levels, any linkages, and hydraulic pressure. However, today's practice felt entirely different. The technician attached a sophisticated computerized interface on the pilot and began downloading data housed in multiple control modules, while simultaneously reviewing software update bulletins and technical service bulletins from Honda. As it turned out, the diagnostics provided information that determined the issue unfortunately was not within the mechanical world. A software defect in the transmission control module was incorrectly interpreting the throttle position sensor's signals under certain conditions. The software update would involve downloading from Honda's servers, and reprogramming the transmission module—this was a procedure that had not existed before.

This transition to computer-aided diagnostic practices provides new and unique opportunities, as well as new challenges. Diagnostic machines and tools can diagnose problems with a level of accuracy that simply using mechanical testing cannot accomplish. However, these machines and tools are costly, and the person using them requires ongoing training to effectively utilize diagnostic machines and tools. As machines and tools are updated by manufacturers, we learn that they become obsolete. Therefore, the transition means that diagnostic fees have dramatically increased, while delivering an uncompromising state of accuracy in the diagnostic process.

As a result of this transition, the old concept of shopping diagnostic services for the lowest price is ineffectual. Just because the shop charged less for a diagnosis does not mean they will deliver more accurate results. If a shop has outdated machines or diagnostic tools and therefore runs a cheaper diagnostic, it may simply mean they may have diagnosed a problem incorrectly, which means that needed repairs may result in not only more repairs being needed, but also added fees for items that may have only cost the least amount.

The Service Advisor Translation: Understanding the Human Interface

Often times, the success or failure of who we are when we present our vehicles for service to a repair shop will often depend on the communication skills of service advisors—the professionals who often create that dynamic between a customer experiencing technical realities and understanding. Having visited quite a few shops and experienced dozens of service advisors, I can quickly identify competent communication skills, and time in a shop with a sales-driven communication representation.

Competent service advisors know that the majority of customers come to a shop feeling vulnerable when experiencing mechanical repair realities about their vehicles, either through the difficulty of mechanical repairs, or through experienced research about repairs needed. Excellent service advisors approach every customer scenario with positive empathy, and provide clear and honest information about the issues present, and solutions that exist for repairs. They employ language for the interaction, while being sure not to insult customers understanding of customers, while maintaining an accurate understanding of technical issues. Further, great service advisors present options, rather than what they order you to do about problems.

My experiences about these distinctions were clear when I represented for brake services at two different shops with similar vehicles.The first service advisor at a chain operation launched into a high-pressure sales pitch regarding the dangers of worn brakes and the urgency to replace them now utilizing fear-based language and arificial time pressure. The second service advisor, at a iindependent shop, completely different. She showed me the worn brake pads, and explained how much pad remained in terms I could understand, with timeframes based on my driving habits. She offered quality options in terms of pads and explained the trade-offs and and value for cost. Eventually, the differences became more than communication style, and were fundamentally different approaches to customer relationship. One group treated every interaction as a chance to make the maximum amount of money in the present time, and the other group treated every interaction as a customer relationship that would derive future value.

The Technology Adoption Curve: Penalties for Early Adopters

Being an early adopter of automotive technology often comes with hidden costs and service complications that are not often disclosed in the manufacturer marketing materials. Many times, the bleeding edge of automotive technology leaves the early customers bleeding from their wallets when there are problems.

Electric vehicles are an easy example of this assessment. Early Tesla model S owners enjoyed the branding prestige and environmental benefits, but they also experienced battery degradation, door handle failures, and software bugs that amounted to multiple trips to service. For a more serious offense, the service centers were limited and many owners closeted to long wait times and long distances for common service on the early car.

However, the "early adopter penalty" is not limited to the electric vehicle. New components like adaptive cruise control, lane-keeping assistance, and automatic emergency braking went through "multiple generations" of refinement as the features embedded each system for mass production. These early systems had quirks of documents that the customers lived with for months or years that the manufacturers did not.

My brother purchased a 2016 Volvo XC90 specifically for the many advanced safety features. The semi-autonomous Pilot Assist driving system was innovative in 2016, but proved to be frustrating and tedious for him in real-world use. The system would randomly disengage while driving unaware, especially in construction zones, documenting in strange environmental situations or simply when he decided to take matters into his own hands. Although software updates were available and made improvements to the behavior, every update required a visit to a dealer with a time and costs included for a "recalibration" procedure.

I am not suggesting that you should avoid any new automotive technology as an option altogether, but simply understanding the trade-offs for benefits. Mature technologies will offer better reliability and lower service costs, but also will lack the newest features or capabilities. In order to balance everything, you just have to understand how much you are willing to tolerate complexity and the early adopter tax. It continues on to today with new technological advantages, like over-the-air software updates, advanced driver assistance systems, and connected-car services that help customers to people derive positive value in using those systems, but all will create new categories of customer problems that most auto service vehicle manufacturers are not best equipped to manage at this time yet.