Policies, Requirements, & Disclaimers
This listing was last revised/updated on 21 April 2019. PLEASE NOTE A MORE CURRENT VERSION MAY BE AVAILABLE.
CHARGES AND FEES
- Labor Rate - Our posted labor rate is $119.00. We use industry-standard labor guides as guidelines for estimating flat-rate labor. Itemized estimates are always provided in advance of the performance of any work.
- Waste Disposal - We charge a $2.50 fee per tire disposal, a $4.39 waste-disposal charge per invoice to cover waste cleanup and disposal costs if we must drain any fluids from your vehicle.
- Shop Supplies - We do charge a generic shop supply fee of 5.2% per invoice to cover the costs of supplies associated with the repair order.
- State-Mandated Taxes - Maryland Law requires customers pay a 6% sales tax on parts purchased for repair. There is NO sales tax fee for Labor.
- What To Do If There's A Problem - If you experience an issue directly related to work that was recently performed, contact us immediately to arrange for diagnostics to check for and verify a warrantable failure. Warrantable failures can in most cases be addressed at no additional cost to you (generally excepting consumables such as fluids, etc. that are often not covered under warranties). If you experience a warrantable failure and wait on having it addressed, our suppliers' warranties will likely not cover collateral damage caused by continued driving with a known problem.
- Parts & Workmanship - We warranty our workmanship for 24 months or 24,000 miles, whichever comes first. We do not warranty parts - parts manufacturers warranty their products through our suppliers.
- Warranty Limitations - All warranties are immediately rendered null and void if the vehicle is used for racing, abused in a manner inconsistent with its design and intended purpose, or modified or tampered with by anyone, including the vehicle's owner. For example, we cannot warranty a suspension part we installed that you broke by going off-road in a vehicle not suited to such use.
- Customer-Supplied Parts - While we would be happy to install most customer-supplied parts, there is no warranty whatsoever for these, and we cannot and will not guarantee any parts you provide will actually repair your vehicle. Also, be sure to get the right part - if we have to install and remove an incorrect part, we have to charge additional labor as appropriate. Please note that due to all sorts of warranty-related issues with large parts, we do not install customer-supplied engines or transmissions.
- Parts Warranty Duration - Where possible, we only use parts with part-replacement warranties of one year or longer. Unless otherwise specified, parts replacement costs are covered by manufacturers' warranties for 12 months or 12,000 miles, whichever comes first. Labor coverage varies by manufacturer and part - please be aware that most manufacturers only cover both labor and part for a narrow timeframe, usually 30-90 days.
- Part-Only/No-Labor Parts Warranty Coverage - Some manufacturers do not cover labor as part of their warranties - if this is the case, we must charge for labor again even in the event of a warrantable failure.
- Mail-Order/Dealer-Sourced Parts Warranties - Mail-order and dealer-purchased parts are always warrantied for part replacement only, with no labor coverage - if there is a warrantable failure we must still charge labor again for the part's replacement. If this applies, a note will appear with the part's entry in our estimates, work orders, and invoices.
- Estimate Lifespans - Due to the fact that parts prices change over time, estimates are valid for thirty (30) days. If you would like to have us perform work on an old estimate we're happy to oblige, but expect the total to change.
- Aftermarket Surprises - Estimates are based on stock vehicle configurations; aftermarket modifications and additions (e.g., alarm/remote-start systems, custom autosound, engine modifications) may incur additional labor charges as appropriate. If such surprises are discovered, work will stop and we will contact you with an updated estimate before continuing. We reserve the right to cancel/abort any repair job that involves additional labor for aftermarket modifications if you refuse to pay for that additional labor, and under Maryland Law you may still be liable for teardown time. Make it easier on everybody - tell us in advance what modifications your vehicle has!
- Best Efforts At Expediency - We always strive to complete jobs as quickly as practical, which is determined by many factors, such as the amount of time the job takes according to labor guides, the amount of rust or corrosion that is present, unexpected parts issues (e.g., receiving the wrong part and having to reorder the correct one), and the presence of any aftermarket or unexpected add-ons that have to be dealt with during the process.
- Delays Beyond Our Control - We cannot, and will not, assume any responsibility for delays that are beyond our control, such as (but not limited to) shipping delays or receiving incorrect parts.
- Realistic Expectations - Things can and do "go wrong," and as a result, we must require a degree of flexibility and realistic expectations on the part of customers with regard to completion timeframes. Expecting a job to not take any longer than initially thought when a bolt breaks, for example, is not realistic on the part of the customer.
- No Exclusivity - We cannot, and will not, give any one work order any form of exclusivity, nor will we ignore other customers/jobs/calls while attending to any one vehicle. Other work orders may be scheduled, and the work performed, while a larger job is in progress, and this will push completion back accordingly on the larger job.
- Accurate Diagnostics - We do not guarantee the accuracy of anyone else's diagnostics but our own. Due to the complexity of a vehicle, we cannot guarantee that one diagnosis will cure every problem a vehicle has in a single repair operation.
- Multiple Problems/Issues - It is not only possible, but common, for a vehicle to have more than one issue with similar or overlapping symptoms. Finding and fixing one issue may reveal another. Repairing one issue does not magically repair all issues. As such, as was noted, we cannot guarantee that one diagnosis will cure every problem a vehicle has in a single repair operation.
- Diagnostic Timeframes - Some problems may be time-consuming to diagnose. In such cases we may request preapproval for diagnostic time.
- Parts Quality - We only use OEM-quality parts from manufacturers with strong records of quality when available. If you're looking to save money on auto repairs, going with the cheapest parts available is often false economy. When parts are available in "DIY" and "commercial" quality grades (and with pricing that reflects the quality difference), we always go with "commercial."
- Specialty Fluids - When a vehicle calls for specialty fluids, we will ONLY use fluids that are guaranteed compatible with or an exact match to the requirements. If your vehicle requires $20-a-quart transmission fluid, for example, that's what we will recommend.
- Old Parts - As per Maryland Law, you have the right to request your old parts be made available to you for your inspection, provided that such a request is made when work is approved. If a core charge applies to any given part, you must pay it if you wish to keep the part.
- Plastic Parts - We assume no responsibility for plastic part breakage, as many plastic parts used in vehicles are brittle and can break without warning no matter how carefully they are handled. This is especially true of plastic parts that are exposed to sunlight, e.g., dash pads.
- Contacting Our Suppliers - We do not release supplier contact information to customers, as this always causes problems - invariably the customer will reach someone that gives them inaccurate or incorrect information, such as saying a part is in stock when it's not, and this basically causes issues that didn't need to be caused. We reserve the right to terminate all business relations with any customer that does an end run around us and contacts our suppliers directly.
- Customer-Supplied Parts & Safety - We reserve the right to refuse to install any part that we feel would compromise the safety and safe operation of a vehicle.
- Broken Bolts - Our policy on broken bolts is that we are not responsible for bolt breakage under any circumstances, even if the bolt in question broke by our hand. The reasons for this are multiple: we have no way of knowing if a previous repair effort damaged the bolt or the threads into which it screws, we have no way of knowing if a bolt was damaged due to environmental factors, as some bolts are prone to breakage due to the environment within which they exist (e.g., bolts affixing exhaust system components), and sometimes a bolt will just fail no matter how carefully and gently you work with it. If a bolt breaks, we must charge additional labor, and parts if needed, to extract the remaining bolt fragment and repair the hole.
- Payment Arrangements - Payment in full is required upon completion of services. We do not accept efforts to make payment arrangements after-the-fact.
- Parts Pre-Payment - We require all parts be prepaid on invoices with a pre-tax total of $300 or more.
- Special-Order/High-Cost Part Prepayment - We require special-order or large-ticket parts be prepaid BEFORE we will order them. If it has to be shipped in via third party or transferred to a local dealership from elsewhere, it's "special-order." Parts with pre-tax sale prices of $100 or more are "high-cost." Ordering of parts may be subject to delay until prepayment clears our bank if prepayments are made via credit card.
- Returned Parts - Returned parts may be subject to restocking fees - if the supplier charges us, we must charge you.
- Refunds - We require that any refunds be made to the same payment method as the original payment. Debit cards are still cards regardless of where the funding comes from - we do not give cash/check refunds for charges paid with a debit card, as we generally don't carry much cash on hand for security reasons. Special order parts are NON-REFUNDABLE.
- Sales Taxes - Offering to pay cash, not wanting a receipt, etc. does not mean we won't charge sales tax. It's required by law, so we have to charge it and you have to pay it. We always collect sales tax whenever and wherever it is legally required that we do so.
- Returned Checks - While we accept cash, credit cards, and checks as payment, we reserve the right to charge the maximum allowed under Maryland Law for returned checks.
UNACCEPTABLE ACTS OR BEHAVIORS
NOTE: It is somewhat sad that this section even needs to be included, but some people make this section necessary…
- Threats To Our Associates - We have a zero-tolerance policy regarding threats against our associates. Any threat of any type or nature directed at a J.J.’s Auto Service Center associate will not be tolerated - we will immediately terminate whatever work is in progress, and will no longer perform any services for any customer that threatens one of our associates. This also extends to any friends, family, and/or associates of customers. We will not complete any job that we abandon in-progress due to threats, and reserve the right to demand payment for the portion of the job that was completed.
- Threats Against J.J.’s Auto Service Center - We also have a zero-tolerance policy regarding threats against the company as a whole. Again, any threat of any type or nature, whether physical or otherwise, such as threatening to take unwarranted legal action or threatening to file unwarranted complaints with the State of Maryland and/or the BBB, will not be tolerated. Our response to threats against the company is the same as for threats made against our associates - all work immediately ceases and we will no longer perform services of any kind for that customer. (We define "unwarranted" in this context as "the customer is upset with us but not for anything we did or didn't do, and/or is upset with us regarding any issue that is being handled under a supplier's warranty, and/or is upset with us for any reason that is beyond our control.")
- Drug/Alcohol Abuse - We reserve the right to refuse to perform services for customers that are obviously drunk, on drugs, etc.
- Know Your Rights – You must receive a written, itemized repair estimate on request. Once we give you an estimate, any deviation above that price of 10% or $50, whichever is less, requires your approval. (We usually contact at around $20-$25.) State Law also grants additional legal protections for auto repair customers, as well as providing protections for auto repair facilities to protect themselves against unscrupulous customers.
- Permission To Operate Vehicle - By allowing us to perform repair work on your vehicle, you are also granting us permission to use the vehicle on public roadways for diagnostic, testing, and verification purposes.
- Releasing Vehicles - We cannot release a vehicle to any other person or party but its owner unless specifically told to do so. If you want us to give the keys to a friend or relative, you must tell us this in advance.
- Things We Cannot Control - We are not responsible for things beyond our control, which includes, but is by no means limited to, the following:
- Acts of God, acts of nature, etc. (e.g., temporary closure brought on by a hurricane);
- Incorrect/inaccurate information from a parts supplier (e.g., misquotes on pricing);
- Mistakes on the part of a supplier (e.g., receiving the wrong part);
- Shipping delays, especially during transit (e.g., storms in Tennessee causing delays in shipping anything through Memphis via FedEx);
- Incorrect/inaccurate diagnostic and repair information provided to us from reference sources (e.g., wrong labor times in labor guides)
- Right Of Refusal - In accordance with Federal and State Law, we reserve the right to refuse to perform any repairs we would consider inappropriate or unsuited to the problem at hand or that would in our opinion render the completed vehicle unsafe to drive.
- Mechanic's Liens - Maryland law provides mechanisms for auto repair facilities to protect themselves against non-payment by customers. The principal mechanism is the "mechanic's lien," which, thanks to state reciprocity laws, will block the sale, transfer, and registration of a vehicle throughout most of the United States. All repairs are assumed to be protected by an implied mechanic's lien as well as all other mechanisms provided for under Federal and State Law.
- Before You Call Your Attorney - If there's a problem, contact us immediately. Most situations can be worked out to mutual satisfaction without any difficulty and with minimal to no expense. Please note that as standing policy we automatically terminate all business relations with customers that threaten legal action when it's unnecessary and unwarranted, and we automatically countersue on all small claims cases, so please consider the filing of a civil suit to be a last-resort option, not a first-strike weapon.