The Approved Auto Repair (AAR) program was created to address one of the most frequent consumer complaints in America - unsatisfactory automobile repairs. The AAR program does this by directing members and other consumers to AAA-approved repair facilities that meet and maintain high professional standards. Since the AAR program began in 1975, more than 7,800 automotive repair facilities have been approved in the United States and Canada. Initially, the AAR program certified only general mechanical repair businesses. More recently, however, AAA clubs have been given the option to also approve collision repair centers (Approved Auto Body) and specialty auto repair (Service) facilities.

Individual AAA clubs administer the AAR program with support from the National Office. There are over 200 service specialists in the various AAR programs, each with Automotive Service Excellence (ASE) certification and an extensive background in automotive service. A stringent set of program standards guides the clubs, and each AAR program is regularly accredited by the National Office.

The AAR approval process is tough. When a shop applies, a service specialist inspects the facility for cleanliness, proper tools, adequate technical training, and appropriate technician certifications. A survey is then performed with a significant number of facility customers to obtain their opinions on how well the business meets their automotive service needs. Every question on the survey must receive at least 90 percent positive responses before the facility will be considered for approval. AAA also checks the facility's reputation with government and consumer agencies, and runs an insurance and financial background check. A committee of AAA club officials makes the final decision on whether a facility receives approval.

AAR facilities sign a contract in which they agree to provide customers with: a written estimate not to be exceeded by more than 10 percent without prior approval, a 12-month/12,000 mile parts and labor warranty, the return of old parts if desired, and the right to have AAA arbitrate any dispute between an AAA member and the facility. AAR full-service mechanical repair facilities also agree to provide AAA members with a free maintenance inspection on request in conjunction with other paid repairs. Although the AAR program standards do not require discounts, many AAR shops offer special savings to members by voluntarily participating in the AAA Show Your Card & SaveŽ program.

While non-members do not necessarily receive the same benefits that AAA members are entitled to, the general motoring public can feel confident that a repair shop displaying the AAR sign has met AAA's tough standards and can be counted on to do a good job. Non-member repair complaints are typically recorded by AAA clubs, and the facility is made aware there is a problem, but the arbitration benefit of the AAR contract does not apply in these situations.

To ensure an ongoing customer satisfaction index (CSI) of 90 percent or better, every AAR facility is required to participate in an independent and ongoing program of monitoring their customers' satisfaction. This can be done by distributing AAA-approved service evaluation cards to customers, or by performing an annual re-survey of repair customers. AAA will also consider other independent CSI monitoring programs on a case-by-case basis. Regardless of the CSI program used, the approved facility must regularly report the results to the local AAA club. Over the years, AAR facilities have surveyed tens of millions of service customers and maintained overall customer satisfaction levels that average higher than 95 percent!