John Gayle's response to:

     This story confirms what I have suspected for many years. Vehicle manufacturers train their authorized dealers, to train their employees, how to describe problems in a vehicle on your repair orders so that it does not look like there is a problem. E.g. Often when you take your car in for service of a problem, even when you go for a ride with the technician (which I always highly recommend that you do  so he can verify the issue you are complaining about), and the technician agrees he heard or felt the problem and never said this was normal, many times, when you get your repair order back, it may says, "No problem found", and when you ask why it says this they say, "They all do that". Or, even thought you complain of the same thing as on the previous repair order, the description on the second or third repair order uses different words to describe the problem so it sounds different than before. That is because they have been trained, if possible, to not acknowledge your problem on the repair orders, or to describe them differently, since this can be used in a lemon law suit, to get a full refund. This is why its is very important to look at your repair order BEFORE you leave and make sure the info, including the days it was at the shop, is accurate. Demand that they reprint and put the correct info on it.  The dealer will be trying to prevent you from having a car that has repair orders verifying that it was in the shop 30 days (cumulatively), or that it has had three unsuccessful repair attempts of the same significant problem.

John Cole Gayle, Jr.
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Consumer Law Pioneer and Co-Author of Virginia's Lemon Law
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