In addition to reviewing the sales process in Alberta dealerships, AMVIC is also responsible to ensure the Service Department complies with the Automotive Business Regulation and Consumer Protection Act. Recently, dealership inspections have identified the following common errors with respect to the regulations.
- Written Estimates and Re-Authorization
- Written estimates must be provided to consumers (and signed), as requested before work begins, and re-authorization must be obtained if the estimate changes.
- Re-authorization must be documented (including the method of confirmation) to show the consumer has approved the changes to the estimate.
- Written Authorization Before Work Begins
- Written authorization must be received from the consumer before work begins.
- If the consumer cannot sign a written authorization, the consumer may provide an email, telephone or fax authorization.
- The business has offered to return all parts removed from the vehicle back to the consumer.
- The customer must acknowledge on the work order that they were offered to have any removed parts returned.
- Warranty on parts and labour, as well as the terms and conditions, are disclosed to the consumer.
- This must be disclosed on the work order, either within the legal or as a statement in the body of the work order.
- The business discloses any fees or material charged on labour to the consumer.
- Any shop materials (whether stand alone or a product of shop labour) must be broken out on the work order.