Summary: GAO reported on consumers' auto repair problems in an effort to help clarify the federal role in dealing with them, including the relationship of federal agencies to state and local governments. The most serious problems are faulty repairs, unnecessary repairs, and unanticipated repair costs. GAO believes these problems are most directly caused by a shortage of skilled mechanics and by questionable business practices such as the failure to provide estimates or to obtain authorization for work. The federal government's role should be in the area of coordinating public and private efforts. The National Highway Traffic Safety Administration has developed an interagency coordinating committee to facilitate the planning and coordinating of federal auto inspection, maintenance, and repair programs. GAO has recommended that Congress strengthen the coordinating committee by expanding its objectives to cover more than just federal activities. To deal with the auto repair problem, the California legislature could: (1) support the participation of the California Bureau of Automobile Repair with other public and private groups to evaluate existing approaches to reducing consumers' auto repair problems; (2) require that the Bureau use these evaluations to ensure that whatever state initiatives are undertaken have been shown to be effective in solving or reducing repair problems; and (3) undertake new regulatory initiatives on a pilot basis and provide for evaluation of the pilot programs to determine their impact on resolving consumers' problems. Most state officials responding to a GAO questionnaire felt that independent diagnostic centers would help reduce auto repair problems. Several states have instituted mechanics certification programs, but the results of these programs have not been evaluated.
