Purpose:

This policy outlines the procedure for handling requests from vendors or manufacturers for a bill of sale or proof of purchase.

Procedure:

Contact Accounting for Redacted Copy:

• • When a vendor or manufacturer requests a bill of sale or proof of purchase, the individual responsible should promptly contact the accounting department.

• Obtain Redacted Copy of Buyer's Agreement:

  • Accounting will provide a redacted copy of the buyer's agreement.

  • The redacted copy should only include the following details:

    • Name of the customer

    • Customer's address

    • Make and model of the purchased item

    • Vehicle Identification Number (VIN)

    • Date of purchase

    • Customer's signature

• Escalation in Unavailability of Accounting:

  • If no one in the accounting department is accessible and the situation requires immediate attention, contact the Finance Department or the General Manager, Eric Fitzgerald.

• Communication Restrictions:

  • Under no circumstances should the individual pull the original bill of sale or proof of purchase and scan them to their email.

  • Do not forward original documents to the vendor or manufacturer.

Instructions

Identification of Non-Warranty Items:

• • When it's determined that an item falls outside the scope of warranty coverage, the Service Advisor communicates this information to the customer during the counter interaction.

Discussion with Service Advisor:

• • The matter of non-warranty coverage is deliberated with the customer by the Service Advisor at the counter.

  • The Service Advisor explains the situation, including reasons for the charge and available options to the customer.

Part Retention Protocol:

• • It is imperative that the part in question is retained for further inspection or processing.

  • Upon identification of a non-warranty item, the Service Advisor ensures that the part is retained.

Part Collection Procedure:

• • Parts retained on the service floor are consistently collected by service personnel.

  • These parts are then handed over to the designated Warranty Parts Specialist for appropriate processing.

Warranty Parts Specialist Responsibility:

• • The Warranty Parts Specialist is responsible for processing retained parts that fall outside warranty coverage.

  • They ensure proper documentation and handling of the parts, including disposal or return if necessary.

Instructions

1. Service Writer Responsibility: The Service Writer is responsible for extended warranty claims.

2. Age of Unit: For units older than one year, which commonly face claims, no immediate action is taken by the Service Advisor.

3. Extended Warranty Claims: Service Writers are tasked with claiming through extended warranties if applicable to the customer.

4. Structural Warranty Claims: If the claim pertains to structural issues, the Service Writer submits the claim. However, extended warranty typically has a duration of 3 to 5 years.

Instructions

• Shop supplies need receipts. 

• Parts get on the RO. 

  1. The glitch is not cashing out the ticket before the parts have posted on the RO.

• Plywood and lumber are typically considered shop supplies.

Instructions

1. When technicians indicate the use of shops supplies such as plywood or underlayment in their write-ups, we should bill for these materials.

Billing Protocol

1. Multiple sheets of underlayment should be billed at the current rate of $52.75 per sheet. 

2. The same applies to nearly whole sheets of half-inch and three-quarter-inch plywood.

3. For general repairs, where 2x4 and 2x2 are commonly used, bill each at $8.95 when indicated by the technician.

Warranty Repairs Involving Wood

1. 30% markup is applied

2. Invoice must be provided for documentation.

Objective

The objective of this policy is to establish a standardized procedure for obtaining in-stock parts and shop supplies efficiently to support operational needs while ensuring cost-effectiveness and inventory management.

Procedure

Inventory Check

• • Before initiating any procurement process, staff responsible for obtaining parts and shop supplies must first check the inventory system to determine if the required items are in stock.

Confirmation of In-Stock Status

• • If the required items are confirmed to be in stock:

    • The staff member will proceed with retrieving the items from the inventory.

Inventory Retrieval

• • The staff member will locate the in-stock items within the inventory storage area.

  • Care will be taken to ensure that the items retrieved match the specifications and quantities required.

Documentation

• • Upon retrieval of the in-stock items, the staff member will document the transaction by recording the items taken from the inventory.

  • Proper documentation will include details such as item description, quantity, date, and staff member's name.

Usage Recording

• • As the in-stock items are utilized for operational purposes, the staff member responsible for the usage area will record the consumption of these items.

  • Usage records will be maintained accurately to facilitate inventory management and reordering processes.

Reordering Threshold

• • If the inventory level of a particular item falls below the predefined threshold, the staff member responsible for inventory management will initiate the reordering process.

  • Reordering will be based on established criteria such as lead time, consumption rate, and minimum stock levels.

Procurement Process

• • For items that are not in stock or fall below the reordering threshold:

    • The staff member responsible for procurement will initiate the necessary procurement process.

    • Procurement methods may include placing orders with approved suppliers, issuing purchase orders, or utilizing internal procurement channels.

Receipt and Inspection

• • Upon receipt of ordered items, the staff member responsible for receiving will inspect the items to ensure they meet quality standards and match the specifications of the order.

  • Any discrepancies or damages will be reported promptly to the relevant authorities for resolution.

Day 1: Ordering Parts

Policy Statement:

Upon receiving instructions from a technician, parts must be promptly ordered through the Motility Parts Request system. Orders should be processed within a 24 to 48 hour turnaround time to ensure timely availability of parts for service and repair tasks.

Procedure

• Receive Instructions:

  • The technician provides clear instructions regarding the part(s) required for the service or repair job.

• Enter Part Details:

  • Input the necessary details including part number, quantity, and any other relevant information into the system.

• Submit Order:

  • Submit the parts order through the Motility system.

• Track Order Status:

  • Monitor the status of the order within the system to ensure timely processing and delivery.

Day 2: Pulling and Delivering Parts Policy

Policy Statement:

Efficient coordination between the Shipping Receiver, Service Advisor, and Production Manager is essential for the timely pulling and distribution of parts. Parts must be gathered and distributed to the respective technician's bay based on assigned Work Orders by the Production Manager.

Procedure

• Coordinate in Advance:

  • The Shipping Receiver collaborates with the Service Advisor and Production Manager 24 to 48 hours prior to the scheduled arrival of the customer unit in the Retail Service Department.

• Gather Parts:

  • The Shipping Receiver gathers the required parts based on the list provided by the Service Advisor and Production Manager.

• Distribution to Technician Bays:

  • Parts are distributed to the respective technician's bay according to the Work Orders assigned by the Production Manager.

Day 3: In Stock Parts

Policy Statement:

In-stock parts should be readily available and accessible to technicians well in advance of the arrival of the customer unit in the bay. Active or tagged parts on the lot should be ensured at least 14 days before the technician receives the unit.

Procedure

• Inventory Check:

  • Regularly monitor the inventory to identify in-stock parts available for service and repair tasks.

• Tagging and Organization:

  • Ensure that in-stock parts are appropriately tagged and organized for easy identification and retrieval.

Day 4: Service Advisor Confirms Appointment

Policy Statement:

The Service Advisor plays a crucial role in confirming appointments with customers, ensuring efficient scheduling, and maintaining customer satisfaction.

Procedure:

• Appointment Confirmation:

  • The Service Advisor contacts the customer to confirm the appointment for service or repair.

• Verify Availability of Parts:

  • Ensure that all necessary parts are available and ready for use before confirming the appointment.

• Rescheduling if Necessary:

  • If any issues arise regarding parts availability or scheduling conflicts, work with the customer to reschedule the appointment accordingly.

Attachment of Picture to Purchase Order (PO):

• The person ordering parts will attach a picture to the PO.

• The picture should clearly depict the part being ordered, allowing the receiving advisor to match the part on the screen with the physical part upon arrival.

Approval for Labor:

• Warranty Parts Specialists will input approved labor hours into the billing system.

• Approved labor hours will also be recorded in the mechanic notes for the technician's reference.

Master Inventory Search:

• To search the master inventory, use the following procedure:

  • Access the NTP catalog in our system.

  • Use keywords or part numbers to search for the desired part.

  • Once found, note the NTP number associated with the part for reference and ordering purposes.

Utilizing Updated Motility System:

• Following the recent update in the Motility system, all identifiers now pop up when searching for a part.

• Take advantage of this feature to easily identify and select the correct part during the ordering process.

Overview

When ordering parts through Meyer and NTP, it is mandatory to follow the specified procedure outlined in this policy. Direct orders through their respective websites are prohibited. Instead, orders must be processed through Motility, utilizing the designated purchase order (PO) associated with Meyer or NTP. Furthermore, orders must meet the minimum value requirement of $200 to ensure efficient processing and shipment.

Procedure

Navigate to Purchase Orders:

• • Locate and navigate to the "Purchase Orders" section within the Motility system.

Search for Associated PO:

• • Search for the specific purchase order associated with either Meyer or NTP.

Enter Part Number:

• • Once the associated PO is identified, enter the part number of the required item(s) into the system.

Verify Order Total:

• • Ensure that the total value of the parts being ordered meets or exceeds the minimum requirement of $200.

Submit Order:

• • Submit the order through the Motility system. Upon submission, the order will be forwarded to the parts department for processing.

Await Confirmation:

• • Await confirmation from the parts department regarding the processing and fulfillment of the order.

This policy outlines the procedure for Motility data entry after a part has been ordered to ensure accuracy of tasks that need to be completed. 

30DAY

• 30 Day Policy 

• INTERNAL

BODYSHOP R

• Bodyshop Retail

• EXTERNAL

BODYSHOP W 

• Bodyshop Warranty

• WARRANTY

BS COMBACK

• Bodyshop Comeback

• INTERNAL

D 

• Lot Damage 

• INTERNAL

EXTWARR

• Service Extended Warranty

• EXTERNAL

F&I PRODUC

• Service Finance

• INTERNAL

I

• Service Retail

• EXTERNAL

IR

• Internal Retail

• INTERNAL

MS

• Service Menu

• EXTERNAL

N 

• Service Comeback

• INTERNAL

POLICY

• Service Policy Charge

• INTERNAL

Q

• Service Hitch

• EXTERNAL

Part Inspection and Documentation

• • When receiving parts, they must be taken out of the box and inspected thoroughly to ensure they are correct.

Documentation

• • The person ordering the part attaches pictures to the Purchase Order (PO) in Motility to prevent confusion and assist in accurate identification.

Pre-Check Process

• Pre-Check by Warranty Parts Specialist (POD)

  • Conducts pre-checks on parts before they reach their designated work bays to prevent incorrect parts from causing delays or errors in repairs.

Measurement Documentation

• • Measurements of parts are documented in the work order or parts request to ensure accuracy and compatibility.

Handling Wrong Parts

Two Part Forms

• • Still utilizing two part forms for wrong parts to maintain a clear record of discrepancies.

Transmission to Bob

• • Wrong parts are directed to Bob, who serves as the primary contact for handling incorrect shipments.

Contact Nate

• • Bob promptly contacts Nate to report the wrong parts and initiate the process for correction and credit.

Resolution Process

Communication with Orderer

• • Bob communicates with the person who originally ordered the parts to inform them of the discrepancy.

Credit Handling by Nate

• • Nate is responsible for handling the process of crediting the account for incorrect parts and arranging for their return if necessary.

Purpose

This policy outlines the procedure for ensuring the accuracy of parts received, preventing errors, and facilitating efficient resolution of incorrect parts issues.

Procedures

Pre-Work Inspection:

• • The Production Manager and/or Warranty Parts Specialist on the job must check the received parts to ensure they are correct before beginning work.

    1. This step is crucial to save time and money by avoiding delays and rework due to incorrect parts.

Thorough Parts Inspection:

• • Parts must be taken out of the box and inspected thoroughly to verify their correctness by receiving personnel.

  • The person ordering the parts should attach pictures to the Purchase Order (PO) to provide visual confirmation and prevent guesswork by the receiver.

Communication:

• • Jayson and Tiffany are responsible for pre-checking parts before they reach his bays to ensure accuracy.

Accessing Part Images:

• • To view attached images of parts, employees can access the PO system, navigate to the tools section, and select "view images" for the respective PO.

Measurement Reference:

• • Measurements of parts will be documented in the work order or parts request for reference during inspection and installation.

Handling Wrong Parts:

• • In cases of receiving incorrect parts, utilize two-part forms for documentation.

  • Wrong parts should be directed to Bob, who will then contact Nate to address the issue and initiate the credit process.

  • Bob will also inform the person who originally ordered the parts about the error for awareness.

Objective

The objective of this policy is to streamline the process of restocking parts under warranty while minimizing unnecessary costs such as freight charges. Instead of ordering parts from the manufacturer when they are in stock, the warranty clerk will claim the money equivalent to the cost of the part and update the manufacturer's website with the appropriate cost information.

Procedure

Inventory Check

• • Before initiating any restocking process for a part under warranty, the warranty person must first check the inventory to ensure that the part is in stock.

Confirmation of In-Stock Status

• • If the part is confirmed to be in stock:

    • The warranty person will refrain from ordering the part from the manufacturer.

Claiming Money Equivalent

• • The warranty person will access the warranty clerk screen and proceed to claim the money equivalent to the cost of the part.

  • To determine the cost of the part, the warranty person will retrieve the invoice from the place where the part was originally ordered (e.g., Byerly).

  • The cost listed on the invoice will be entered into the manufacturer's website.

Entering Cost into Manufacturer Website

• • Using the information obtained from the invoice, the warranty person will log in to the manufacturer's website.

  • In the appropriate section or field, the warranty person will accurately enter the cost of the part.

  • Upon successful entry, the manufacturer's records will be updated with the cost information provided.

Documentation

• • The warranty person will ensure that all relevant documentation, including the original invoice and any records of claiming the money equivalent, are properly filed for auditing and reference purposes.

At the beginning of each month, focus on addressing 

1. tasks with the earliest deadlines or 

2. those nearing expiration during the first three weeks. 

During the final week of the month, prioritize tasks with the highest monetary value. 

Step 1: Initial Customer Interaction and Documentation

• Check-In Documentation:

  • Procedure:

    • Upon customer arrival, the Service Advisor warmly welcomes the customer.

    • Mark the issue with tape, then systematically capture images of the exterior of the unit from various angles using a designated device or camera.

    • They ensure to note down the VIN accurately for identification purposes.

Step 2: Assignment and Preparation

• Work Order Assignment:

  • Procedure:

    • The Production Manager reviews the incoming work orders and assigns them to available technicians based on workload and expertise.

    • Simultaneously, they gather required supplies and equipment for the assigned RO# to ensure smooth workflow.

Step 3: Execution of Work

• Technician Work Process:

  • Procedure:

    • The assigned technician clocks into the designated work order using the system.

    • Throughout the repair process, they capture images to document the work performed, ensuring transparency and accountability.

    • Upon completion, the technician verifies that the repair meets the customer's satisfaction standards before proceeding to the next step.

Step 4: Quality Check and Release

• Quality Assurance and Release:

  • Procedure:

    • The POD person reviews the completed work order and conducts a thorough quality check to ensure all tasks are completed accurately and to the required standards.

    • Upon confirmation of satisfactory completion, they release the customer unit, ensuring all documentation is accurate and up-to-date.

Step 5: Follow-up and Parts Coordination

• Parts Coordination and Communication:

  • Procedure:

    • If parts are needed, the Service Advisor promptly communicates with the customer, providing details about the required parts and any additional service needed.

    • They coordinate with the customer to schedule another appointment for the installation of parts, ensuring minimal disruption to the customer's schedule.

Daily Tasks

Order Card Approval Process

• • • Service technicians submit order cards daily for approval.

    • Service advisor checks and confirms the order cards for accuracy and completeness.

  • Procedure:

    • Service advisor reviews order cards received from technicians for approval.

    • Upon verification, the service advisor approves the order cards for processing.

Warranty Claims and Pre-Authorizations:

• • Process:

    • Service advisor checks for any warranty claims requiring parts or returns.

    • Obtains pre-authorizations from the manufacturer as necessary.

    • Follows up on waiting authorizations from the manufacturer.

  • Procedure:

    • Service advisor reviews warranty claims and identifies if parts are needed or returns are required.

    • Obtains pre-authorizations from the manufacturer for necessary repairs or replacements.

    • Follows up on any pending authorizations from the manufacturer.

    • When there are questions about warranty the warranty clerk will go to the Warranty Parts Specialist first, then production manager.

      1. The aim is for warranty clerks to not chase technicians for information.

Motility and Warranty Clerk Tab:

• • Process:

    • Checks Motility or warranty clerk tab for authorization or to process claims.

  • Procedure:

    • Service advisor checks Motility or warranty clerk tab regularly for any pending authorizations or claims.

    • Processes claims or seeks authorizations as required.

Several Times Per Week:

• Warranty Parts Tags Management:

  • Process:

    • Checks warranty parts tags to determine if they need to be discarded or returned to the manufacturer.

  • Procedure:

    • Regularly assesses warranty parts tags to determine if parts need to be discarded or returned.

    • Coordinates with the appropriate personnel for trash disposal or return to the manufacturer.

Weekly Tasks:

• Paper Claims Filing:

  • Process:

    • Files paper claims weekly.

  • Procedure:

    • Service advisor organizes and files paper claims on a weekly basis to ensure proper documentation and record-keeping.

Monthly Tasks:

• Motility Maintenance:

  • Process:

    • Closes out "Not Cashed Out" Motility entries.

  • Procedure:

    • Reviews Motility entries marked as "Not Cashed Out" on a monthly basis.

    • Cashes out any outstanding warranty work orders to ensure accurate financial records.

Yearly Tasks:

• Hard Copy Cleanup and Storage:

  • Process:

    • Cleans out hard copies of paid warranty claims for filing and storage.

  • Procedure:

    • At the end of the year, service advisor cleans out hard copies of paid warranty claims.

    • Files away cleaned out warranty claims in boxes for storage.

The Warranty Administrator and Warranty Parts Specialist are required to send an email to the individual to whom they are delegating, disclosing, or informing about the ticket, providing advance notice. 

Process

• • When a Service Advisor requires information about what a Salesperson told a customer, they should refrain from direct interaction with Salespeople.

  • Instead, the Service Advisor should compose an email addressed to Eric Fitzgerald, the General Manager, requesting clarification on the information provided by the Salesperson to the customer.

Procedure

• The Service Advisor drafts a clear and concise email to Eric Fitzgerald, detailing the customer inquiry and requesting clarification regarding the information conveyed by the Salesperson.

  • The email should include relevant context, such as 

    1. customer name

    2. inquiry specifics

    3. pertinent details

• • Service Advisors should send the email promptly to minimize delays in customer communication and issue resolution.

When a manufacturer denies a claim, the issue is elevated to the Sales Department. 

The aim is to ensure that there is an active claim in the system so that Eric Fitzgerald can advocate for resolving the denied claim on behalf of the customer or Byerly.

Procedure Overview

• Identification of Work: Upon completion of a sale, the sales team or relevant department identifies all work required to fulfill obligations to the customer. This may include installation, repairs, upgrades, or other services.

  • It should never be the customer's responsibility to call Eric or the salesperson.

  • Escalate the ticket to General Manager Eric and request his intervention in contacting the warranty manufacturer to expedite resolution. 

• Assignment of Tasks: The sales team liaises with Dealership or Retail Services for personnel responsible for completing the necessary work. 

  • Tasks are assigned based on availability, expertise, and workload.

• Work Scheduling: The assigned department or personnel schedule the work in coordination with the customer, ensuring alignment with their preferences and availability.

• Execution of Work: The assigned personnel carry out the required tasks efficiently and effectively, adhering to established standards and guidelines.

• Quality Check: Upon completion of the work, a quality check is conducted by the Production Manager and Warranty Parts Specialist to ensure that all tasks have been completed satisfactorily and meet the customer's expectations.

• Customer Verification: The customer is informed by the Service Advisor that the work has been completed and is invited to verify the quality and completeness of the work.

• Documentation: All work completed post-sale in Motility is documented comprehensively, including 

  • Complaint, Cause, Correction written by technician

  • Materials used recorded in the parts request

• Follow-up: A follow-up communication is initiated by the Customer Service Representative (Abby) with the customer to ensure satisfaction with the completed work and to address any remaining concerns or issues.

Procedures

• • The Service Advisor receives the customer's request to speak with a technician.

  • Instead of contacting Salespeople, the Service Advisor immediately reaches out to designated individuals, Abby or Makayla, who are responsible for coordinating technician interactions.

  • Abby or Makayla are informed of the customer's request and tasked with facilitating communication between the customer and the technician promptly.

Escalation Procedure: In case of any issues or delays in communication or resolution, Service Advisors have the authority to escalate the matter to higher management, including Eric Fitzgerald, for prompt resolution.

Service Advisors are prohibited from directly contacting Salespeople.

 407.1338.  Warranty service, warrantor to provide written obligations — compensation of dealer for warranty service, submission of warranty claims, procedure. — 

1.  Each warrantor shall specify in writing to each of its RV dealers, obligations, if any, for preparation, delivery and warranty service on its products; shall compensate the dealer for warranty service required of the dealer by the warrantor; and shall provide the dealer the schedule of compensation to be paid; and the time allowances for the performance of such work and service.  In no event shall such schedule of compensation fail to include reasonable compensation for diagnostic work as well as warranty labor.

  2.  Time allowances for the diagnosis and performance of warranty labor shall be reasonable for the work to be performed.  In the determination of what constitutes reasonable compensation under this section, the principal factors to be given consideration shall be the actual wage rates being paid by the dealer, and the actual retail labor rate being charged by the dealers in the community in which the dealer is doing business.  In no event shall such compensation of a dealer for warranty labor be less than the lowest retail labor rates actually charged by the dealer for like nonwarranty labor as long as such rates are reasonable.

  3.  The warrantor shall reimburse the* dealer for warranty parts at actual wholesale cost, plus a minimum thirty-percent handling charge and the cost, if any, of freight to return warranty parts to the warrantor.

  4.  Warranty audits of dealer records may be conducted by the warrantor on a reasonable basis, and dealer claims for warranty compensation shall not be denied except for cause, such as performance of nonwarranty repairs, material noncompliance with warrantors' published policies and procedures, lack of material documentation, fraud, or misrepresentation.

  5.  The* dealer must submit warranty claims within thirty days of completing work.

  6.  The* dealer must notify the warrantor verbally or in writing if the RV dealer is unable to perform material or repetitive warranty repairs as soon as reasonably possible.

  7.  The* warrantor must disapprove warranty claims in writing within thirty days of the date of submission by the dealer in the manner and form prescribed by the warrantor.  Claims not specifically disapproved in writing within thirty days shall be construed to be approved and shall be paid within forty-five days.

  8.  It is a violation of this chapter for any warrantor to:

  (1)  Fail to perform any of its warranty obligations with respect to its warranted product;

  (2)  Fail to include in written notices of factory campaigns to vehicle owners and dealers the expected date by which necessary parts and equipment, including tires and chassis or chassis parts, will be available to dealers to perform the campaign work.  The manufacturer may ship parts in quantity to the dealer to effect such campaign work, and if such parts are in excess of the dealer's requirements, the dealer may return unused parts to the manufacturer for credit after completion of the campaign;

  (3)  Fail to compensate any of its RV dealers for authorized repairs effected by such dealer of merchandise damaged in manufacture or transit to the dealer, if the carrier is designated by the manufacturer, factory branch, distributor or distributor branch;

  (4)  Fail to compensate its RV dealers for authorized warranty service in accordance with the schedule of compensation provided the dealer pursuant to ** this section, if performed in a timely and competent manner;

  (5)  Intentionally misrepresent in any way to purchasers of RVs that warranties with respect to the manufacture, performance or design of the vehicle are made by the dealer either as warrantor or cowarrantor; or

  (6)  Require the dealer to make warranties to customers in any manner related to the manufacture of the RV.

  9.  It is a violation of this chapter for any RV dealer to:

  (1)  Fail to perform "predelivery inspection" (PDI) functions, if required, in a competent and timely manner;

  (2)  Fail to perform warranty service work, authorized by the warrantor, in a reasonably timely and competent manner on any transient customer's vehicle whether sold by that dealer or not;

  (3)  Misrepresent the terms of any warranty.

­­--------

(L. 2001 H.B. 575)

Effective 8-01-02

*Word "the" does not appear in original rolls.

**Word "to" does not appear in original rolls.

Link to Statute