The Motorist Assurance Program (MAP) has been working hard to develop "Uniform Inspection Guidelines" for all aspects of auto repair, which includes to date guidelines for Brakes, ABS, Exhaust, Steering & Suspension, Engine Maintenance & Performance, Heating & A/C, the Electrical System, Drivetrain and Engine Internal.
The purpose of these guidelines is to standardize "industry accepted" procedures for inspecting and repairing customer's vehicles, the bottom line being to eliminate "abuses" and misunderstandings that can arise when selling service and repairs. MAP's guidelines are strictly voluntary and are being adopted by a wide variety of service facilities, along with MAP's "Pledge to Customers" and "Standards of Service." They are also being recognized by such groups as the National Association of Attorney Generals (NAAG), whose members handle and prosecute consumer complaints about auto repair fraud.
MAP's Pledge to Customers is like a code of ethics. It says:
| We Promise | to provide written recommendations for repairs that are explained and based on system failure, improved system performance or preventive maintenance according to accepted industry standards. |
| We Promise | to offer a written estimate, including the reason for the repair, and no work will be performed without your prior authorization. |
| We Promise | to employ personnel trained in accordance with MAP Standards of Service who are qualified to perform an inspection based on MAP Uniform Inspection and Communication Standards. |
| We Promise | to include a written limited warranty at no extra cost. |
| We Promise | to provide dispute resolutions services at your request should you be dissatisfied with the resolution proposed by a member facility concerning its performance in meeting the requirements of the program. The dispute will be submitted to an independent board at no cost to you. |
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These recommendations are based upon the following definitions.
Training/Criteria Our personnel have acquired auto repair expertise through formal education or work experience. Where appropriate, personnel are moving toward certification (e.g., vehicle mfgs., ASE, etc.) for the services performed. Continuing education is supported by all MAP participants. Appropriate Company Approved Inspection We will perform an appropriate inspection based on MAP Uniform Inspection & Communication Standards. Written Estimates Written estimates based on our inspection, in compliance with state and local regulations, will include parts (dollar amount), labor (dollar amount), and the total estimate. Work Authorization No work will be performed without the customer's prior approval. Limited Warranty A minimum limited warranty will be offered of 90 days or 4,000 miles, whichever comes first, covering parts and labor. Returned Parts All customers will be entitled to the return of old parts, or if they choose, they may examine the parts prior to leaving the store. Where failed parts are required to be returned to the manufacturer in order to honor the warranty, the customer will be allowed to examine the parts. Classification of Parts Replaced parts will be identified as new, remanufactured, rebuilt or used. MAP participants will inform the customer and indicate on the estimate and invoice whether a part is new, remanufactured, rebuilt or used. |
For further information about obtaining copies of MAP's uniform inspection guidelines, call MAP at 202-712-9042, or write to Motorist Assurance Program, 1444 I Street, NW, Suite 700, Washington, D.C. 20005, or fax 202-216-9646, or e-mail: map@bostromdc.com
MAP's latest effort to enhance the image of our industry as well as improve customer service and satisfaction is a facility accreditation program. Much like AAA's accreditation program, the goal of MAP's program is to sign up the best service facilities and give them the equivalent of the Good Housekeeping Seal of Approval. Facilities that meet MAP criteria will be allowed to display a special MAP sign. This will tell your customers that you not only support and follow MAP guidelines, but that you are also willing to work out any disagreements through impartial arbitration.
To qualify for MAP accreditation, your facility must have been in business for at least six months. You must also not have been convicted of an offense related to fraud in the past two years, and must not have been charged with engaging in deceptive repair practices for a period of one year prior to applying for accreditation.
If you qualify, you can join MAP (the annual fee depends on the size of your facility, but starts at $75), then pay an additional application fee for accreditation (to be announced, but will be higher for nonmembers). When you submit your application, you will agree to adopt MAP's Pledge to Customers, Standards of Service and to follow the Uniform Inspection Guidelines. Furthermore, you must agree to "alternative dispute resolution" (binding arbitration) through the Better Business Bureau to resolve customer complaints.
I think the MAP program can really help our industry, and I encourage shops to "get on the MAP" by adopting and following MAP's Customer Pledge, Standards of Service and Uniform Inspection Guidelines.
BETHESDA, MD The non-profit Motorist Assurance Program (MAP) has announced it will launch an aggressive automotive trade and consumer outreach initiative in 2007 to help build consumer trust and satisfaction with the automotive maintenance and repair industry.
MAP President Lawrence Hecker said the campaign will include advertising, editorial placements, public service announcements for broadcast media and direct contact with automotive and consumer-affairs reporters at major newspapers and press syndicates. The program also will include the development of a new series of fliers and brochures designed for use by MAP-participating automotive service providers.
Now that the MAP Uniform Inspection and Communication Standards (UICS) are well established within the automotive service industry, it is time to more proactively connect their benefits to the consumer, Hecker said. There is a significant opportunity for shops that adhere to these standards to capture new customer relationships in today's competitive marketplace, and it is part of our mission to help make that happen.
Developed through extensive cooperation among AMRA-MAP members and other industry participants, the UICS offer consistent, fact-based alternatives for determining whether specific automotive components are required or suggested to be repaired and /or replaced. The UICS also outline a process for communicating to the consumer the reason to replace a worn component (via a Reason Code). MAP standards cover a broad range of parts and systems, including exhaust; brakes; steering and suspension; engine; HVAC; drive train and transmission. Recent additions to the MAP UICS include a 50,000-mile or greater suggested replacement for OE basic hydraulic ride control components (shocks and struts) for improved vehicle performance, replacement guidelines for hydraulic brake fluid that measures 200 ppm or greater copper content, and the suggestion for replacement of a battery that tests, near the end of its useful life, utilizing a tester or on-board monitor able to accurately determine this condition. Each new UICS is examined and approved by the Automotive Maintenance Repair Association, Inc. (AMRA)/MAP Technical Committee before being submitted to the governing Board and then AMRA membership for adoption.
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