Write It Right!

Diagnosis Fee

Diagnosis fees, or charges for evaluating potential repairs, are disclosed in writing before:

• Repairs are performed;
• The product is removed from the consumer's property; and
• The product is accepted at the service facility.

If the product is shipped using a public carrier, diagnosis fees include transportation and travel costs. The fee should also be included in the service call quote.

Service Call Quote

Before each service call takes place, a quote should be provided. Final charges should not be more than the quoted amount unless previously discussed with and approved by the consumer.

Written Estimate

Written estimates are provided before repairs begin and include:

• All parts and labor costs;
• The initial service call charge, if any; and
• Transportation and travel costs, if the estimate is provided in-home.

Estimates should not include terms like “minimum estimate amount” - It should reflect actual expected costs.

There should be no charges beyond the estimate without the consumer's consent. If a consumer provides verbal (not written) consent, the repair invoice should include:

• Date and time of consent;
• Name of authorizer;
• Phone number called;
• Name of employee receiving consent;
• Conditions of consent; and
• Description of added parts/labor and total cost.

Claim Check / Receipt

When a product is removed from the consumer's property or brought to a service location for repair, the service dealer must give the consumer a claim check or receipt. It should include:

• Service dealer name and registration number;
• Repair location address and phone number;
• Date item was received;
• Description, model, and serial number of item;
• Summary of consumer's reported problem;
• Consumer's name and address;
• Signature or employee number of person accepting/removing item;
• Removal/installation charge, if any;
• Statement of no insurance coverage for loss (if item is for personal/home use); and
• The required consumer protection statement.

Invoice

After a repair is complete, a legible invoice must be given to the consumer, even if no fee is charged. It must include:

• Business name, address, phone number;
• Service dealer registration number(s);
• Date of invoice;
• Repair location, if item was removed from the consumer's property;
• Consumer's name and address;
• Item description, make, model, serial number;
• Summary of reported problem;
• Total charges;
• Itemized:
  • Parts installed (class/type, warranty status, charges);
  • Labor/technical services performed (warranty status, charges);
  • Other charges;
  • Used/exchanged parts and charges;
• Signature or employee number of the person who completed the invoice and who performed the repair;
• Statement of non-guaranteed parts/labor, if no guarantee is provided; and
• The required consumer protection statement.

Unusual Circumstances

If a product is shipped to the service provider or a service call is made while the consumer is not present, there are special rules to follow. The service provider can only repair or remove the product from the consumer's property if all the below conditions are met:

• The diagnosis fee, including transportation costs, was disclosed.
  • If the diagnosis fee is approved by the consumer or waived, the service provider must provide a written estimate of total repair cost for the consumer's approval. It should include:
    • Service call charge;
    • Parts/labor charge; and
    • Transportation costs, if any.
  • If the consumer rejects the diagnosis fee, the service dealer can only charge for the initial service call or the shipping cost to return the product.
• If a verbal estimate was given to the consumer, an invoice must also be provided including:
  • Date and time of contact;
  • Estimate amount;
  • Diagnosis fee, if any;
  • Transportation costs, if any;
  • Name of authorizing/rejecting person; and
  • Signature of service dealer/representative.
  • If the estimate is rejected by the consumer, the service dealer can only charge for:
    • Diagnosis fee + shipping (for shipped items); or
    • Diagnosis fee + initial service call (for in-home diagnosis).

Guarantee of Work

If the service dealer provides a guarantee, it must be in writing and include:

• What parts and labor are covered;
• How long the coverage lasts; and
• Who is responsible for honoring the guarantee.

If no guarantee is offered, the invoice should clearly state that parts and labor are not guaranteed. Even without a written guarantee, the law still requires a 30-day guarantee on labor and a 90-day guarantee on parts unless otherwise noted.