Service Policy & Procedure

Service Policy & Procedure

Diagnostic Fees - Effective: July 2013

POLICY:

It is the policy of Group1 Automotive that no retail customer will be quoted an initial “Diagnostic Fee” on the telephone, website or in person. No retail customer will be charged an initial “Diagnostic Fee” to have a qualified Technician inspect the vehicle and make an initial diagnosis.We will NOTcharge a retail or internal customer to perform visual inspections, basic tests or diagnosis to determine the sourceof a customer concern.This policy extends to all brands and repair types regardless of manufacture.

PROCEDURE:

Telephone or Chat Inquiry–When a customer contacts the dealership or Call Center via telephone or chat, we will advise them that:
“There is no charge to have one of our qualified technicians inspect your vehicle and make an initial diagnosis”.
“We will visually inspect your vehicle, do a preliminary test drive andperform basic system diagnostics free of charge”.
“You will not incur any charges without your approval”.

Marketing & Websites–On all dealership marketing materials and websites, we must remove/exclude any language referring to a diagnostic fee. It is preferred that we promote that fact that we have “No Charge” for an initial diagnosis.

Service Advisor–All Service Advisors shall, when asked, inform the customer that:
“There is no charge to have one of our qualified technicians inspect your vehicle and make an initial diagnosis”.
“We will visually inspect your vehicle, do a preliminary test drive and perform basic system diagnostics free of charge”.
“You will not incur any charges without your approval”.

Repair Order Documentation– When opening a repair order for a customer who is reporting a concern which requires diagnosis:
The first line must always be a statement of the customer concern. In no case should the initial line write-up be “Free Diagnostic”.
The technician should inspect the vehicle as per the examples provided.
Should the vehicle require diagnosis beyond the initial examples, the Service Advisor should get management approval prior to authorizing any diagnostic payment.
Management may at their discretion, authorize straight-time for further diagnosis up to ½ hour as unapplied labor.
Management must sign off on the Repair Order for all “Free Diagnostic” time.
If compensation time is authorized, the Service Advisor must use the labor type “IDIAG’in all cases.

Inspection, Test or Diagnostic Examples–The following are examples of what is intended to be covered as part of our “Free Diagnosis” policy:

Warning Light(s) – Scan the system with a diagnostic devise and read codes.
Running Light(s) – Check fuse, connections and bulb.
Charging & Starting- Electronically test battery and charging system.
Vibration – Test drive to replicate vibration.
Noises – Test drive, scope or visually test/inspect to isolate noise.
Leaks – Visually inspect to isolate source.
Brake Noise – Test drive, visual inspection of brake system and pads/shoes.
Rough Idle – Scan the system with a diagnostic devise and read codes.
Air Conditioner – Check temperature, belt, fuse, andperform visual inspection.
Electrical – Visually inspect easily accessible wiring, connections and fuses.

Technician Compensation–Free Diagnosis is not intended to become additional pay for any technician; whowould in the normal course of business, performs basic tests & inspections of a vehicle to identify conditions that require attention. However, should a condition require that a technician remove or disassemble components in order to more precisely identify cause;Service Management may authorize compensationfor diagnosis based on straight time, up to ½ hour,provided that the repair order has no other revenue producing lines. In this event, the Technician will be required to punch separate time and the Service Manager will authorize that time with a signature. Should any concern require diagnosis beyond the basic inspection time and the ½ straight-time, the Technician must inform the Service Advisor and any further diagnosis must be authorized by the customer.

Management Responsibilities – The Service Manager or Director is responsible to ensure all team members understand the policy and that the policy is adhered to 100% of the time. Management may at their discretion authorize straight-time for further diagnosis up to ½ hour as unapplied labor. Management must sign off on all “Free Diagnostic” time. Management must also ensure usage of the labor type “IDIAG’ in all cases. In no case should the initial line write-up be “Free Diagnostic”, it should be thecustomer concern.

Other Considerations – Free diagnosis will not be performed for a non-retail customer (i.e. Independent Repair Shop). Free Diagnosis will never be used in conjunction with a warranty, extended warranty, or insurance repair.