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.
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 kilometers, 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, re-manufactured, rebuilt or used. MAP participants will inform the customer and indicate on the estimate and invoice whether a part is new, re-manufactured, rebuilt or used.
MAP’s Service Requirements and Suggestions
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.
MAP Repair Codes
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: 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
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: 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.
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.”
Q: What is MAP?
A: MAP stands for Motorist Assurance Program and was formed by a group of automotive repair and service companies that desired to improve the image and reputation of this industry in the eyes of the consumer.
Q: Who is MAP?
A: MAP is a network of more than 100 of the most commonly recognized names in the automotive maintenance and service industry and their suppliers. They responded to a need for the industry to collaborate on developing a series of Uniform Inspection and Communication Standards.
Q: What are the Uniform Inspection and Communication Standards?
A: These guidelines, developed by some of the best technical minds in the industry, are meant to provide a road map for the industry in communicating the results of an inspection of a customer’s vehicle and properly alerting that customer to what degree the repairs/replacement on the vehicle are necessary or only suggested.
Q: If I were to get involved with MAP, how would this help my business?
A: By following the MAP standards, you’re showing your customers and potential customers that you believe in and follow high industry standards, that you want to assure their satisfaction, and that you will take care of their needs honestly and carefully.
Q: How do I get a MAP logo for my facility?
A: MAP has developed an accreditation process that will lead you to becoming an accredited facility. Once accredited, the facility may display the MAP logo on its door or in its showroom.
Q: If I want to get involved with MAP, how could I serve?
A: MAP is a membership organization made up of volunteers from the automotive repair and service industry who are dedicated to making their industry one that they are proud of and one that the customer will respect. There are numerous committees always in need of fresh and creative minds.
Q: What are some of these Committees?
A: There are five committees and a task force that are currently functioning with a common goal and purpose of improving the image of this industry. More information on these committees can be learned by contacting MAP headquarters:
Q: What about the Attorneys General in my state? Are they on-board with MAP?
A: Most states with auto repair legislation in force participate in and support MAP. MAP is committed to and also encourages the automotive trade press to support MAP and its efforts.
Q: I have been told that only the major companies are involved. I am a small company; is MAP for me?
A: MAP is composed of companies of all sizes. MAP was started by the major companies who had the resources to invest initially in this important program, but it has quickly spread to companies of all sizes. The smallest member has one store and 4 bays! Remember there are many more small companies than there are large companies in the automotive repair and service industries.
to provide written recommendations for auto repairs that are explained and based on system failure, improved system performance or preventive maintenance according to accepted auto industry standards.
to offer a written estimate, including the reason for the repair, and no work will be performed without your prior authorization.
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.
to include a written limited warranty at no extra cost.
to assure that customer disputes are addressed in a timely, professional and courteous manner.
The Motorist Assurance Program addresses important consumer needs:
The Motorist Assurance Program has essentially provided the standards the auto repair industry has long needed. The industry recognized that need, and came together and developed a series of Uniform Inspection and Communication Standards. The guidelines give consumers the information they need to make an educated decision on repairs for their vehicle. The customer and shop technician together use the guidelines to agree on the work the shop will do on his or her vehicle, thus eliminating confusion or mistrust.
Repair shops who participate in the Motorist Assurance Program display a decal. They agree to adhere to the MAP Pledge of Assurance to Customers, and the Standards of Service. Consumers benefit from:
Better understanding of the vehicle’s problem(s) and what repairs are “Required” v. “Suggested”; a minimum warranty of 90 days or 4,000 kilometers; and uniformity of recommendations from one shop to another when the customer seeks a second opinion from another participating facility.