In most of the warranty policy manuals there are sections dedicated to compliance and who is responsible for which function. There are also numerous training materials that outline the responsibility of each department. In these training materials, it is stated that the service manager is the one that holds each position responsible for their own task lists.…

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!

So I was asked this week to give the scoop on…

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…