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. |
I. MAP's recommendations are based upon the following
definitions:
System Failure: Parts/system indicated are out of manufacturers' specifications, have failed or are unable to perform their normal function as intended or designed by the manufacturer. Service or replacement is required.
Preventive/Scheduled Maintenance: Parts/system are scheduled for service/replacement per industry standards or are near the end of their useful life and repair/replacement is recommended in advance of parts/system failure. Service or replacement is suggested.
Improved System Performance: Parts/system indicated are recommended for repair/replacement to enhance/improve the vehicle's ability to perform as intended or designed by the manufacturer, or as requested by the customer. Service or replacement is suggested.
II. Training/Criteria
Shop personnel have acquired auto repair expertise through formal education or work experience. Where appropriate, personnel are moving toward certification (e.g. vehicle manufacturer, ASE, etc.) for the services performed. Continuing education is supported by all MAP participants.
III. Appropriate Company Approved Inspection
Shop will perform an appropriate inspection based on MAP Uniform Inspection & Communication Standards.
IV. Written Estimates
Written estimates based on inspection, in compliance with state and local regulations, will include parts (dollar amount), labor (dollar amount), and the total estimate.
V. Work Authorization
No work will be performed without the customer's prior approval.
VI. Limited Warranty
Shop offers a minimum limited warranty for 90 days or 4,000 miles, whichever comes first, covering parts and labor.
VII. 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.
VIII. 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.
1. It is MAP policy that before any service is preformed on a vehicle, an inspection of the appropriate system must be performed; the condition of the component, codes and procedures are determined according to the Uniform Communication & Inspection Standards.
2. The results of the inspection must be documented on an inspection form and explained to the customer. The inspection may indicate that service or parts replacement are "Required" because the part in question is no longer providing the function for which it is intended, or does not meet the vehicle manufacturer's recommended design. The inspection may indicate that service or parts replacement are "Suggested" because the part is close to the end of its useful life or addresses a customer's need, convenience or request. If a customer's vehicle has one of these conditions, the procedure may be to only suggest service.
3. A customer, of course, has the choice of whether or not a shop will service their vehicle. He or she may decide not to follow some of your recommendations. However, when a repair is "Required" a MAP Participating Shop must refuse partial service on that system if, in the judgment of the service provider, proceeding with the work could create or continue an unsafe condition.
Reasons to "Require" Repair or Replacement | Reasons to "Suggest" Repair or Replacement |
A - Part no longer performs intended purpose B - Part does not meet a design specification (regardless of performance) C - Part is missing |
1 - Part is close to the end of its useful life (just above discard specifications, or weak; failure likely to occur soon, etc.) 2 - To address a customer need, convenience, or request (to stiffen ride, enhance performance, eliminate noise, etc.) 3 - To comply with maintenance recommended by the vehicle's Original Equipment Manufacturer (OEM) 4 - Technician's recommendation based on substantial and informed experience 5 - To comply with maintenance recommended by AMRA/MAP |
Note: When a repair is required, the shop must refuse partial service to the system in question, if the repair creates or continues an unsafe condition |
Note: Suggested services are always optional. When presenting suggested repairs to the customer, you must present the facts, allowing the customer to draw their own conclusions and make an informed decision about how to proceed. |
Every MAP Participating Facility is required to have at least one (1) associate that is MAP Qualified. In order to become MAP Qualified a person must demonstrate their ability to use the MAP Process to communicate more effectively and consistently with your consumers and prospects.
Both your shop and your customers will get off to a better start if they share a common "road map" to the customer's car, something each should follow to help prevent misunderstandings. MAP-participating shops use such a road map: the Uniform Inspection & Communication Standards (UICS). The standards give the shop a "customer communication/education tool" to use before proceeding with any work. Service staff can review the industry standards with the consumer and give him or her a copy of the MAP-required written estimate, which explains in clear language what services will be done to the vehicle - and why. Using these guidelines and materials assures your customers that they'll get consistent service and repair recommendations, based on the uniform industry standards.
Take advantage of the benefits of using MAP by fully training your staff. Get your company's education department to set up training or contact MAP directly. Either way, your store, its employees and its customers will benefit.
If your staff has already completed their MAP Training, then have them sign up on line to take the MAP Assessment Test for only $1. By following the link on our website, you can register and take the assessment test. Once you have successfully completed the test, you can print out your certificate of completion. You are then eligible to order a certificate, suitable for framing, and MAP Qualified patches to wear on your uniforms letting your customers know you care.
The companies and organizations who support the Motorist Assurance Program agree that:
All products and services advertised by companies participating in MAP are to be truthfully, clearly and accurately described and illustrated.
Advertising should enhance the image of the industry and help build customer confidence in the service provider.
MAP participating companies will:
Conduct themselves with integrity and in accordance with the highest ethical standards.
Ensure that any claim made in advertising is supported by a reasonable basis in fact.
Avoid depicting a product in an unsafe manner, or in a use for which it is not intended.
Stand behind the products and services they sell.
Abide by all applicable advertising guidelines as set forth by the Council of Better Business Bureaus, Federal Trade Commission, Broadcast Network TV Standards, and other regulatory bodies.
Have all advertised products and services available in sufficient quantity to meet reasonably anticipated demand, unless the advertisement discloses the number available or states "while supplies last."