Motorist Assurance Program (MAP)
Shops that participate in the Motorist Assurance Program (MAP) have the opportunity to improve the trust with the motorist by implementing our program into their business. By becoming a MAP Participating Facility and utilizing our various tools, you can create greater consistency throughout the customer’s experience.
Pledge to Customers
We Promise to:
- Provide written recommendations for repairs
- Provide a written estimate for the repairs
- No work will be performed without prior authorization
- Employ trained personnel in accordance with MAP Standards of Service
- Inspect your vehicle based on the MAP Uniform Inspection and Communication Standards
- Include a written limited warranty at no extra cost
- Address any disputes in a timely, professional manner
What Our Standards Mean
As part of the MAP process, prior to any work being performed on a vehicle, an inspection of the appropriate system must be performed. The results of the inspection must be documented on the inspection form and explained to the motorist. The inspection may indicate that service or parts replacement are “Okay” and performing as designed, “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 team member may only suggest service. The Customer may decide not to follow some of the suggested recommendations, however, when a repair is “Required” a MAP Participating Shop should refuse to perform 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
A – Part no longer performs intended purpose
B – Part does not meet a design specification (regardless of performance)
C – Part is missing
Note: Required services should always be performed as recommended
Reasons to “Suggest” Repair or Replacement
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
Note: Required services should always be performed as recommended
MAP Participating Facility
Every MAP Participating Facility has at least one associate who is MAP-Qualified and trained to expertly communicate vehicle repair and maintenance options effectively and consistently. Both you and the motorist get off to a better start when you share a common road map to maintaining the vehicle. Clear communication and prioritization will help the motorist maintain their vehicle throughout its life cycle.
MAP Participating Facilities use the Uniform Inspection & Communication Standards as a road map when they inspect and communicate service needs. These standards give the shop a “customer communication/education tool” and process to follow when inspecting a vehicle and before proceeding with any repairs shop staff can review these Industry Standards with the motorist, then provide a written estimate, explaining in clear language exactly which services will be done to the vehicle – and why. Using these MAP guidelines and materials helps assure that they will receive consistent service and repair recommendations, based on uniform industry standards. Use the MAP Participating Facility logo and ensure MAP-Qualified individuals are inspecting and making service recommendations for your customer’s vehicle.
Standards of Service
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. Â 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.
