For those of us with experience in the car repair business, we know the importance of naming things correctly. But we also know the general public doesn’t always get the terms right when they talk to us.
Car parts are often confused or mislabeled. A customer might come into a shop for a smog check-up, and then ask about the ‘thing-a-ma-jig’ that’s making a strange rumbling sound. Or tell us the dinglestopper isn’t going on regularly. Sometimes a customer might get a word right but associate it with the wrong part of the car. You may be used to that, too. In the end, smog testing techs use their knowledge to pinpoint the issues and name them correctly. With a kind demeanor and patience, the issue is fully explained to the customer once the problem is fixed.
When a smog shop receives a STAR suspension letter, the shop owner may be the one left confused. How did this happen? When did it happen, and how can I fix it? All fair questions, but the BAR isn’t interested in using good ‘customer service skills’ with those they accuse.
The Bureau of Automotive Repair Won’t Spend Time Problem Solving with SMOG Testing Shops
We know forgiveness and problem-solving are baked into the customer service skills of smog testing technicians. The problem is not the ‘term’ but the issue itself. And if the issue is solved before properly describing it, that’s fine. But when you are communicating with the Bureau of Auto Repair, there is no forgiveness. If you receive a STAR suspension, you are losing a very lucrative part of your business. And during the process of defending your shop, if you misspell or go over a deadline, you are in trouble again. And that can be confusing to a smog shop owner just trying to solve the problem.
STAR suspensions are severe problems because they impact not only the STAR-certified shop but also the customers who rely on it. It’s normal for some high-emissions vehicles not to easily pass a standard smog testing process. Smog Tips explains what types of smog testing shops California drivers should go to. STAR test-only centers are the only shops authorized to inspect high-emissions vehicles. And if the DMV sends a letter to a car owner explicitly stating they must go to a STAR station, then that’s what needs to happen.
Unfortunately, STAR suspensions can prolong the process of getting a car tested and approved. Fewer STAR-certified smog shops can mean longer wait times to get a vehicle into a shop. And that’s not good for car owners or Clean Air policies in California!
And here’s more clarity on the term of the accusation; STAR-certified shops facing a so-called “STAR invalidations” are actually facing a STAR suspension. Don’t worry about the language; contact our legal team to handle it. We’ll get the terms right and set the Bureau of Auto Repair straight.