Mechanics say complaints often based on perception

Thursday, Sept. 30, 1999 | 9:54 a.m.

Bring up the issue of honest auto mechanics in a conversation and Las Vegans typically roll their eyes, shake their head and relate a horror story about a bad experience with a crooked mechanic.

Are mechanics getting a bum rap?

"Most consumer complaints are because the consumer doesn't understand what took place," said Eldon Hardy, owner of Hardy's Automotive Service and a longtime advocate of cleaning up the auto repair industry.

In 1995 3,200 complaints were lodged about car repairs, sales and warranties in Nevada, State Consumer Affairs Director Patricia Jarman said. The high number sparked a debate over auto repairs in the state Legislature.

While no new law came out of the debate, the next year the Department of Consumer Affairs began counting the complaints differently, breaking out auto repair as a separate category.

Figures since then show that the number of complaints over repair jobs has declined yearly -- from 697 complaints statewide in 1996 to 516 so far this year.

Hardy attributes the improvement to a number of factors, including new laws, better mechanics and public awareness.

Hardy was a driving force behind the creation of the Nevada Association of Automotive Service Professionals, an organization created several years ago in response to a move by the 1992 state Legislature to impose a $1,000 licensing fee for mechanics.

Until recently Hardy was president of the organization, which has a small but influential membership that keeps tabs on legislation related to the industry, educates the public, supports better education of mechanics and works to rid the profession of the few unscrupulous mechanics Hardy admits are out there.

Jack McClary, a businessman who is a partner in Import Auto Pros, recently replaced Hardy as head of the association.

He, too, believes the problem with the auto mechanic profession is one of perception, not reality.

"It's a lack of information on the part of the customer," McClary said.

Hardy points out that 516 complaints, the most recent figure, is minuscule compared with the amount of work being done -- and many of those complaints are against the same mechanics, a small percentage of those in business.

He said there are probably more than 10,000 mechanics in Nevada, each completing hundreds of repair orders a year without complaint.

"Show me another public service organization with that kind of success," Hardy said.

McClary said while some people are great mechanics, they may not be great businessmen or good communicators who are able to deal effectively with the public.

"The biggest problem is a misunderstanding," Hardy said. "Many customers feel a $39.95 tune-up is enough, but they don't even know what a tune-up is anymore. A diagnosis could take an hour and a half and cost $80 to $90. A tune-up today is $200 to $300."

The nation needs 35,000 new mechanics annually to meet the demand that grows every year to keep up with the increasing workload created by new cars, Paul Pate, dean of applied technologies at the Community College of Southern Nevada, said. And that doesn't take into account the mechanics who are retiring and must be replaced.

By Hardy's count, the country has a shortage of 300,000 mechanics.

"There were 16 million new cars in this country last year. There is one mechanic for every 252 vehicles on the road," said Pate, who helped develop the colleges' automotive training program at the urging of area dealers who were demanding better educated mechanics.

Pate notes that technology is constantly changing, with today's cars having more computers in them than some of the earlier spacecraft launched by NASA.

"Mechanics are not the typical grease monkey anymore," Pate said. "They are technicians. The repair is the easy part -- it is the diagnosis that is tough. Brainpower is needed. There are so many new vehicles, plus the increase in technology. It used to be mechanics were those who were sent to shop in high school for behavioral problems."

Hardy compares mechanics to doctors, except doctors work on two models that remain the same every year while mechanics must work on hundreds of models that change every six to 12 months.

Pate said someone who completes the program at the college can work for any GM dealership in the world.

"A young person can write their own ticket," he said. "Most make $30,000 to $35,000 their first year out. In five years they can make $50,000 to $70,000. Many top $100,000. One Ford transmission mechanic makes $118,000."

Community college spokesman John Kuminecz, who was head of Consumer Affairs in 1993 and 1994, said the mechanic training program is a direct response to auto dealers who are committed to improving customer satisfaction.

"One way to do that is to upgrade the expertise of their technicians," he said. "You can't just turn a screw or a nut or bolt anymore. It takes a pretty bright person to be a mechanic."

The best bet to avoid incompetent, unscrupulous or downright crooked mechanics is to go to ones who are certified, Pate advises.

"Look for the certification, No. 1," he said, "and No. 2, call the Better Business Bureau and ask how many complaints have been filed against a certain shop.

"Chains may have several complaints, but they are bigger and you would expect that. They must have something going for them because they grow."

Kuminecz said consumers must be self-reliant when it comes to taking their car to a mechanic.

"They shouldn't blindly trust any mechanic. Do a certain amount of homework. See letters of satisfaction," Kuminecz said. "Sometimes in emergencies, people think they have to make immediate decisions. But it is better to get a second opinion as to what it will take in parts and money to fix the problem.

"Sometimes, people leave themselves wide open."

It's important to be able to trust your mechanic, Hardy said.

"I've been here 42 years and have had three complaints to Consumer Affairs and two to the Better Business Bureau and every case was thrown out," he said. "Probably 90 percent of the complaints are frivolous."