I was in an audit where the main chargeback was add-on repairs. In the recap meeting, the service manager and dealer were looking at each other dumbfounded because they have been so strict on “no added repairs without them looking at the issue and signing off”. The warranty admin knew that she inspected each repair order for added repairs and none escaped her eyes!

Then the manufacturer started laying them out one by one with $$$$$$$$ to be charged back. Good gravy Minerva! There they were. No one realized what all constitutes an added repair.

If you use a pre-write

It must have the entire VIN, Mileage, and all of the customer complaints.  Then it becomes your legal document and must be signed by the customer approving the work to be done.

Any item added to the hard copy beyond that pre-write now will be considered an added repair in an audit.

If you use a valet service or do a pickup

You must send a pre-write or a document that has the statement approving the repairs to be performed on the vehicle. This form must be signed by the customer or person in charge for the customer. Any item added to the hard copy beyond that pre-write now will be considered an added repair in an audit.

If the vehicle is towed to the dealership

You must make a customer contact and document “called customer vehicle will not start when cold,” or whatever the reason for the tow and the date and the time of customer contact. Don't forget, the service manager should sign for the customer stating vehicle towed in. Items that the customer adds upon the phone contact must be documented with “customer added by phone” with the date and time and who you spoke with. Anything beyond what the vehicle was towed in for will be an added repair.

If the vehicle was a “drop-off” or night drop

Anything beyond what the customer wrote on the drop envelope and signed for will be considered an added repair. Any item added to the hard copy beyond that pre-write now will be considered an added repair in an audit. If the customer did not sign the night drop have the service manager sign the hard copy for the customer with the note “customer left without signing the night drop”.

For items added after you print the hard copy

Note that “customer added after printed RO” and have the customer initial the added items.

Items that a technician includes in an existing repair which is in actuality add-on items

These include “customer states vehicle will not start”. The technician diagnosis and finds that the battery has failed and replaces the battery, gets the vehicle started and now the check engine light is on. The original complaint is the vehicle would not start and that is all that the customer signed for. A new line is needed and management must inspect, sign, and date the added line. The customer should be contacted (with the call time, date, and who you spoke with) to get approval to repair the check engine light. The customers signature should be next to that item at pick up along with a signature at the bottom of the RO.

Now for some guidelines

1. Always document the added items with “customer called to add” or however it was added.  With additional notes as to time, date, and who you spoke with.  It is mandatory for some manufacturers that the customer initials the added items at pickup.  I always suggest you do this anyway for legal purposes.
2. For items that are added by email, remember to attach a copy of the email.
3. If you cannot obtain a customer signature have your service manager sign for the customer with an added note as to why you did not capture the customers signature.
4. A Technician should not be performing add-on repairs unless they are of critical nature. "Critical" would consist of safety items or a repair that could cause further damage if not performed (i.e. a leaking radiator)

You may only repair the vehicle for the symptom that the customer originally signed for without it being considered an added repair.

If you need extra help with add-on repairs and other concepts, our Trainers are ready to help you out. Contact us to ask about our training options.