A mechanic says a customer declined a 16-hour repair job after he had already started. It’s raising questions about whether people can change their mind about repairs after they’ve already begun—and what shops should do in this situation. TikTok creator Steven Jones (@mechanicsteve9) says this happened to him. His video shows a car up on the lift with the engine taken out. The on-screen text reads, “When the customer declines a 16-hour job after you’ve already started.” Viewers weren’t as sympathetic as Jones may have hoped when he posted the video. “Who starts working on a job without approval?” asked one. “I don’t even rotate tires on an oil change unless I get a new ticket printed with the line for the job.” A second agreed, “If it’s not on a physical ticket don’t do it until it is.” “This happened to me,” a third person said. “My engine was pulled out of my truck when I went there because of a ticking noise. Thankfully, it was under warranty.” Another person said, “Things that make you go, ‘Hmmm.’ 1. Why was the engine cradle dropped without prior authorization? 2. What was the diagnosis and how many lines of work were on the repair order? And, finally, was there a signed consent with the time of consent on a new repair order?” Can You Decline a Mechanic's Service After They’ve Started? Most states prohibit mechanics from starting repair work before getting written permission from the customer. In California, for instance, mechanics must give customers a written estimate before starting any work. And if they do, some customers are entitled to money back. In Texas, the Attorney General’s Office recommends disputing the charge with the repair shop first, keeping all relevant documentation, and then filing a complaint with that office or the Better Business Bureau. Keep in mind, the shop will be able to keep the vehicle if you’re not willing to pay while the dispute is resolved. Unfortunately, this isn’t a particularly uncommon occurrence. A Reddit user posted about a similar situation to r/MechanicAdvice. One person in the comments said, “You’re in a tight spot because they did wrong, have your vehicle, and court will be a long road.” Therefore, the person recommended the original poster first try to negotiate with the shop to get his keys back and avoid the lengthy process and time without a vehicle. Another person said, “Do the lawyer thing. I’m sorry, but an estimate after diagnosis is so routine and obvious that there’s no way this was a pure accident or simple misunderstanding." Motor1 contacted Jones via TikTok comment and direct message for comment. We’ll update this if he responds. We want your opinion! What would you like to see on Motor1.com? Take our 3 minute survey. - The Motor1.com Team
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