When problems occur with your vehicle it can be a frustrating experience. Don’t let the confusion of getting your vehicle repaired get in the way of getting you back on the road. We spoke with Paula Carlington, enforcement officer at the Department of Consumer Affairs to make sure you know the best way to take care of your car when things go wrong.Q: How prominent are complaints regarding automobiles?A: Automobile complaints top our list of investigations every year. The leading issues are maintenance and repair. We find customers neglect or are unaware of specific repair procedures and equipment for the repair of their vehicles. For example, customers neglect to request or receive a written estimate or quote before repairs start; customers ensuring and the repair shop agreeing to notify customers if the repairs exceed the amount specified, and last but not least, repair shops consenting to contact customers if any additional or extraordinary problems are discovered whilst performing repairs.Q: Where do customers commonly go wrong?A: Consumers generally do not read their car manual and some consumers do not follow the manufacturer’s suggested service schedule. The owner’s manual is the guide to how to operate and maintain your vehicle. All vehicles come with one. If the vehicle is missing its manual, you should ask the dealer for one or download the manual from the Internet.Make sure you understand what the warning lights on your dashboard are telling you. If you don’t or if you are not 100 percent sure, read your owner’s manual and familiarise yourself with the different warning symbols. These warning lights are your car’s way of telling you what is going on and an indication of what could or might be wrong with your car.Another common mistake is not getting a quote. Some car repair shops offer an estimate instead, and we find many businesses regard an estimate and a quote as the same thing and often use both terms when presenting the proposed cost for a product or service. But there is a difference.Estimate means a representation, whether written or oral, indicating the likely price that will be charged in respect of consumer goods or services.Quote means a written and signed representation setting out the actual price that will be charged in respect of consumer goods or services. Ideally, a quote should include description of work, labour, parts and other costs. Parts used, old or rebuilt etc, and any additional guarantees.Q: What advice can you offer consumers about where to take their car for maintenance and repairs?A: Use a reliable repair shop, preferably the dealership where you bought your vehicle.They have the warranty, the parts, the history and mechanics trained to work on your model.By using your dealership you are placing yourself in a strong position to negotiate should something go wrong and you can avoid the blame game.If you do not use your dealer for repairs and decide to shop around, get recommendations from friends and colleagues and quotes from more than one shop.Never base your decision on just the price a lower price doesn’t always mean the best deal. Do your research.Q: Let’s say for instance, my brand new two-week-old car has major problems. What recourse do I have with the dealer?A: Consumers can refer to the Sale of Goods Act.The Sale of Goods Act 1978 (as amended in 2002) states that goods purchased should be:n Of a satisfactory quality (of a standard that a reasonable person would consider to be satisfactory generally free from fault or defect, as well as being fit for their usual purpose, of a reasonable appearance and finish, safe and durable);n Fit for the purpose for which they are generally sold, and also fit for any specific or particular purpose made known at the time of the agreement;n As described (either verbally, in words or pictures on a sign, packaging or an advert).Q: Under what circumstances can a consumer reject a new automobile?A: If you continue to experience the same problem after several repairs, or if it is agreed your car may have a defect you may be entitled to a full refund, a replacement vehicle or some form of financial compensation under the Sale of Goods Act 1978 (as amended in 2002). If under the circumstances the dealer does not comply, you will have to take your case to court, which may involve hiring a lawyerQ: What should someone do in the event that they are in dispute with their repair shop?A: Under the Supply of Services (Implied Terms) Act 2003, work must be completed with reasonable care and skill, within a reasonable time and for a reasonable charge.If there is a problem keep a cool head. Be courteous and calm. Explain the problem accurately and tell the manager what you think would be a fair settlement. If you are willing to negotiate, say so. In many disputes, neither party is 100 percent right.If the problem cannot be resolved to your satisfaction, tell the manager you intend to file a complaint with the office of Consumer Affairs, and then do so.For more information on car repairs and maintenance visit the Department of Consumer Affairs website, www.ca.gov.bm