Road Report

How to save money on out-of-warranty car repairs

Experience teaches: Ask nicely, save hundreds

Published: September 26, 2014 09:00 AM

Besides service campaigns, most automakers set aside "goodwill money" to keep customers happy by paying for selected out-of-warranty repairs.

We tested this out with a staff member's 2007 Honda CR-V that had a failing air conditioner. There was an A/C warranty extension for 2007 to 2011 CR-Vs, good for seven years or 100,000 miles, but our staff member's CR-V was a few months beyond that coverage. (Read our report on car extended warranties.)

Check out our road tests of the Honda CR-V and related SUVs.

We took her car to a couple of Honda dealers and found that the repair would cost $681.10 plus tax. Next, we called Honda's customer-service number and, without mentioning Consumer Reports, politely asked the representative whether Honda would cover the repair anyway. Ultimately, Honda made an offer: They'd cover all but $100 for the repair. Including tax, that saved $630.

Gaining access to goodwill money is not a sure thing. To qualify, your car's problem should be well known to the manufacturer, and it helps if you have a good relationship with a dealer's service department. Getting angry or making threats is not a great strategy. Document your problem, deal with the service manager directly, and be persistent. If you don't get anywhere, take your case to the automaker's customer-service department, which is listed in your owner's manual and online.

—Gordon Hard

Editor's Note:

This article also appeared in the November 2014 issue of Consumer Reports magazine.