One Voice Representing the Industry for Consumer Safety

• The Automotive Service Association (ASA) is a trade group representing independent automotive mechanical and collision repair shop members in the U.S. ASA members are among the best repair shops with the highest customer satisfaction ratings in the industry.

Why trust an ASA Member over a Non-ASA Member?

• ASA members adhere to a Code of Ethics, which is usually displayed in the waiting room and serves to place their customers first. They are noted for their professionalism, dedication to excellence, and investment in ongoing employee training, tools and equipment to properly service today’s high-tech vehicles.

How can I trust ASA Member Shops to be knowledgeable of the work performed on my car?

• ASA Members have access to some of the best technical and management training available. Many require a minimum number of training hours per year for their technicians and shop personnel to keep up with the latest technology and customer communication skills. This training is available either online or at a variety of dedicated training events hosted by the ASA National office and our state Affiliates around the country. In addition, many ASA members employ ASE-Certified technicians and display their certification credentials in the business for their customers to examine.

• Regardless of the type of service you’re looking for (mechanical or collision repair), here are some basic tips for what to look for in a repair shop and what questions to ask when visiting a shop for the first time:
  • Is the business conveniently located and easily accessible?
  • Does it look clean and professional?
  • Are the employees friendly and knowledgeable?
  • Are the technicians qualified and certified to work on your vehicle?
  • Does the business support the community?
  • Are the vehicles waiting for service similar to your own, or does the shop specialize only in certain manufacturers or types of vehicles (i.e. European vehicles, Asian vehicles, hybrid or electric vehicles, etc.)?
  • Is the shop properly equipped to diagnose and repair your vehicle?
  • Does the shop accept your preferred method of payment?
  • Does the shop offer the service you are looking for (i.e. collision repair, brake service, tire service, basic maintenance services, etc.)?
  • Does the shop offer loaner vehicles, or provide pick-up and delivery services?

• Make notes on when the problem occurred, how often it occurs, what symptoms you notice (i.e sounds, smells, noises, vibrations, warning lights, etc.) Try to provide as much information as possible on WHY you are bringing the vehicle in for service. Is it just normal maintenance? Are you due for a state safety inspection? Were you told you needed something by another shop?

• First, contact the shop owner and let them know you are disappointed in the service you received. Most owners will want their customers to be satisfied and will be willing to remedy any complaint you may have about the service you received. If you are not satisfied with the shop response, you can file a complaint with the local Better Business Bureau or Chamber of Commerce. You should also check to see if the shop is affiliated with a larger organization, such as a chain store or branded auto repair center (i.e. NAPA, AAA, Bosch, Advance, etc.) to see if they have a dispute resolution process you can access. If your state has a Bureau of Auto Repair or something similar, try contacting them as well. But you should always begin by approaching the business and letting them know you are dissatisfied so they have the chance to correct the issue.