After the auditor comes in to point out “you have all these add-on repairs” that are not authorized and give you the bad news that you owe lots of money you think to yourself, “I know that I personally inspected and signed for those!” In reality, there is way more to an added repair than meets the eye!
I was asked this week to give the scoop on just what is an add-on repair.
Let’s start first with the obvious: An add-on repair is anything that the customer did not originally complain about.
For instance, your customer came in for a 5K service and the technician finds a rear oil main seal leaking. (Lucky duck is going to make a paycheck today) Obviously, this is an add-on and needs service management authorization. It meets the criteria for a critical repair if leaking to a drip.
Beyond that, there are other items that you just don’t realize are an added repair.
- If you are doing a CPO inspection and you find any item that will be warranty: That is an add-on repair.
- Remember that the manufacturer will charge back items that are defective due to normal wear. They will call this reconditioning and there will be a chargeback.
- If you find an item such as a rear view mirror that will not adjust and was not an original complaint and you special order it: That is an add-on repair.
- When the part comes in and you make a new RO it doesn’t appear as an add-on but the auditor will go back to the original RO and that original RO needs to be inspected and signed.
- If you diagnose an item on the drive and order a part, you must create a ticket so you have an original complaint that is signed for.
- Repairs beyond what is noted and signed for on the night drop envelope: These are add-on repairs.
- If the customer writes on the night drop, “ Check engine light is on” and that is it, any other item even if added by phone is an add-on repair and must be signed by management.
- A call in must be documented with “Customer called to add______” – note the time and date and service management must sign.
- Tow in vehicles: Any other item other than why the vehicle was towed is an added repair.
- There should also be a documented contact stating “called customer 10:05 to verify a check engine light is on and the vehicle would not accelerate."
- Pick up and delivery: The driver must take a pre-write or inspection sheet that contains the verbiage for consent to work on the vehicle. Any item beyond what is on the receipt and signed for will be an add-on repair.
- PDI inspections: Anything beyond the inspection which is found during the inspection will be an add-on repair and management needs to inspect and authorize with the date and time.
Now for the favorite added repair of the week. Customer states that left side molding is loose. SOP molding
Line B: Tech found oil leak under vehicle. Oil leak dye test found rear main seal leaking. Replace rear main seal and trans pan gasket. O ring to condenser not sealing. Replace and recharge AC. There was also a leak in the upper radiator hose. Pressure test cooling system and replace hose.
Now the warranty admin found it when submitting the repair and took the RO with the other stack of added repairs to the service manager to sign off!
And the dealership cannot figure out why they are high in repairs per VIN?