But this year (due to problems at work) I just didn’t have the time to assist with the annual. I know from past experience that my local IA doesn’t seem to get much work done if he isn’t prodded along. So I decided to take the airplane to the new shop for this year's annual. I also knew that I had deferred some maintenance items during the last few years, so I wasn’t surprised that the new shop found a fair number of things that needed repair.

The shop owner called me after he started his inspection and faxed an estimate to me. He found a leaking exhaust system that I agreed to have replaced. He said there was an AD on the prop that required it be overhauled and gave an estimate on it. He said that there was also an AD on the mags and that they needed to be rebuilt. The estimate he faxed me for everything at that point was a little over $8,000. I thought that was high, but I accepted it considering the amount of work needed. I had explained to the shop owner that this plane was used just for pleasure and that I wasn’t looking for the aircraft to be perfect, just safe and legal.

I’ll admit that I did not call the shop after that to check on the plane, but they had my phone number and never called me, either. Today, I got the bill and it had jumped up to $14,000!

What's an owner to do?

To avoid situations like this, it's essential for an aircraft owner to be personally involved in the maintenance decision-making process. The very best way to do that is to do owner-assisted annuals, but many owners lack the time or aptitude for that. There are other methods an owner can use to keep control and avoid surprises. In my Savvy Owner Seminars, I offer numerous recommendations specifically designed to prevent the sort of thing that happened to Bob. Here are three of the most important ones:

When you put your aircraft in the shop for an annual, always give the shop explicit instructions to perform the inspection and prepare the discrepancy list, but NOT to order any parts or incur any repair labor until they call you and you can come into the shop and go over the discrepancy list in detail. If it's an unfamiliar shop, these instructions should be given in writing.

When the shop calls to advise that the inspection is done and the discrepancy list is ready, visit the shop in-person and go through the discrepancy list in detail with the A&P/IA. Decide which items you want to fix and which you want to defer, and obtain a written estimate of parts and labor cost for each individual discrepancy. Only then should you authorize the shop to order parts and perform repairs.

Once you've received and approved the written estimate, give the shop a standing order (preferably in writing) that they are not to perform any additional work or order any additional parts costing over $200 (or whatever ceiling you choose) without calling you first and obtaining specific authorization to proceed.

It's important to understand that problems like this must be headed off early in the annual, when things are still at the inspection and discrepancy list phase. Once parts are ordered and repair labor is expended, it's often too late. Arguing over the invoice seldom results in a satisfactory outcome. The owner who balks at paying the shop's bill is usually in a weak position, because the shop has the aircraft, the logbooks, and perhaps even a mechanic's lien.

Bob found this out the hard way. Here's how his unhappy experience ended:

After receiving the $14,000 invoice, I took the weekend to cool down, then called the shop owner and told him calmly that I had a few questions about the bill. I listed the items that I felt to be inappropriate or excessive, but he had an explanation for every item. I didn't even get through my entire list because it was obvious that I was wasting my time.

I drove to the shop, went straight to my airplane and uncowled it to inspect it myself. I then approached the shop owner and asked him once again about some of the really obvious overcharges. Once again, he had an explanation for everything and had no intention of making any adjustments to the bill. He clearly could care less about repeat business.

I have never refused to pay a bill that I owe in my life and this time was no different. I paid the man and left his shop. I will not be back ever again.

All I can do at this point is to warn other aircraft owners in this area to steer clear of this shop. I have posted my faxed estimate and final bill on the bulletin board of my local airport terminal for everyone to see. I've also posted the details of my experience on the Cessna Pilots Association online forum. If I can help another owner from getting ripped off the way I was, I will be happy..

Don't let this happen to you. Insist on a written estimate before authorizing a shop to order parts or perform repair labor. Insist on being in the decision loop. Put your instructions in writing, especially when dealing with a new shop.

Stay in control. Be owner in command!

Do you have a maintenance-related "war story" that you'd like to share with fellow aircraft owners? If you do, I'd love to hear from you. The most interesting stories I receive each month will be rewarded with highly prized Savvy Aviator coffee mugs, so please include your shipping address. Also be sure to let me know if you'd like me to "change the names to protect the innocent" when sharing your story.