Diagnostic Work Billing Policy

 

Purpose of this policy

This policy explains how diagnostic work is authorized and billed.

Diagnostic work is treated as a separate professional service, independent of parts replacement or repair approval. This approach allows diagnostics to be performed thoroughly, responsibly, and without guesswork.

 

What diagnostic work includes

Diagnostic work is the process of identifying the root cause of a reported problem through testing, measurement, inspection, and analysis.

Diagnostic work also includes the documentation and reporting of diagnostic steps performed, observations made, test results obtained, eliminated or narrowed potential causes, and professional conclusions reached based on available information.

Diagnostic work is not limited to electrical or electronic systems only.

Diagnostic work may include, but is not limited to:

• diagnostic scan testing

• evaluation of live and recorded vehicle data

• electrical and circuit testing

• verification of sensor and actuator operation

• system function testing

• mechanical inspection and testing

• noise and vibration analysis

• leak detection, including coolant, oil, and interior water leaks

• verification or elimination of possible causes

Some conditions, including noises, leaks, and water intrusion, may not be apparent during a simple visual or tactile inspection and may require extended testing, monitoring, cleaning, or disassembly to identify the source.

In certain cases, diagnostic work may involve partial or complete removal, disassembly, or internal inspection of complex components or systems, including but not limited to:

• engines

• transmissions

• transfer cases

• differentials

Such diagnostic procedures may require a significant amount of time and are considered diagnostic work until a failure is confirmed and a repair path is defined.

 

Diagnostic authorization

All diagnostic work requires prior authorization.

For new customers, diagnostic work begins with an upfront diagnostic retainer, which authorizes a defined amount of diagnostic effort.

By authorizing diagnostic work, the customer acknowledges and agrees that:

• diagnostic work is professional labor

• diagnostic time is billable once work begins

• diagnostic work may or may not result in an immediate repair recommendation

 

Diagnostic retainer amount

The amount of the diagnostic retainer is determined by the shop based on the expected complexity and scope of the diagnostic task.

Factors that may affect the diagnostic retainer include, but are not limited to:

• the nature of the reported concern

• the vehicle make, model, and configuration

• the overall condition of the vehicle

• corrosion, wear, physical deterioration, or contamination affecting accessibility, visibility, or component integrity
  (including, but not limited to, oil- or grease-covered components, accumulated debris, mud, or environmental contamination)

• previous repairs, modifications, or non-factory alterations

• the likelihood of intermittent, multi-causal, or secondary faults

• whether disassembly, cleaning, extended testing, or repeated access is anticipated

The diagnostic retainer amount will be clearly communicated and authorized prior to the start of diagnostic work.

 

Vehicle condition and diagnostic complexity

Vehicles with advanced corrosion, physical deterioration, contamination, or prior damage may require additional diagnostic time due to:

• limited access to components or systems

• reduced visibility of potential fault sources

• increased risk of component damage during inspection or disassembly

• the need for non-standard procedures, cleaning, or preparatory work before testing can be performed

Such conditions directly affect diagnostic complexity and are considered when determining the scope and authorization of diagnostic work.

 

Diagnostic retainer terms

The diagnostic retainer:

• is earned once diagnostic work begins

• is not dependent on repair approval

• applies regardless of diagnostic outcome

The diagnostic retainer compensates the time, expertise, diagnostic process, and professional reporting, not a guaranteed outcome or repair recommendation.

 

If repairs are approved

If the customer approves the recommended repair, the diagnostic retainer may be applied toward the final invoice, depending on the scope of work and shop policy.

 

If repairs are declined

If the customer declines recommended repairs:

• the diagnostic work has still been performed

• diagnostic steps, findings, and conclusions have been documented and reported

• the diagnostic retainer remains payable

• no refund is issued for completed diagnostic work

 

Diagnostic limitations

It is not always possible to predict:

• the complexity of a fault

• the amount of time required to identify a cause

• whether a problem can be confirmed immediately

Some conditions may be intermittent, multi-causal, or dependent on operating conditions. Diagnostic work reflects a best professional effort, including documented findings and conclusions, based on available information and testing results.

 

What diagnostic work is not

Diagnostic work is not:

• free

• a guarantee of repair approval

• a guarantee that a single failed component will be identified immediately

• refunded due to repair refusal

 

Acceptance of this policy

Authorization of diagnostic work confirms that the customer:

• has reviewed this policy

• understands how diagnostic work is billed

• agrees to the terms described above

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