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MQI - Vehicle Repair
| Question | Answer |
|---|---|
| when do you check for proper tire tread ? | When the vehicle is returned and before it leaves the lot |
| What are Recall procedures? | 1. Must have a physical copy of the invoice/ RO from the dealership to deactivate 2. ONLY BRM's can remove them |
| What are Mandatory Hold procedures? | Never ok to rent a car with a mandatory hold |
| what are the 2 ways to correct miles that were entered incorrectly? | 1. Open ticket fix: Go into Dates and Rates and correct miles 2. Home screen on tablet- rental apps- vehicle condition app |
| Is maintenance branch specific or spread? | 1. Preventive Maintenance is spread – normal maintenance, tires, brakes… 2. Other Maintenance is specific – 1679 – blown engine do to branch negligence, missing parts like a hubcap, spare tire, headrest, etc.… |
| What are LOFR and Recall score expectations? | 1. 15 or top 10 LOFR Score, 0 Recall Score- 2. Never rent a car that needs an oil change. |
| How do you control your LOFR score? | 1. Check RPM daily “LOFR Captain” 2. People in active LOFR/recall need to come in 3. Contact customers and document convo 4. If the unit returned within 10 days a recall notification letter will be sent to the customer by Risk Management |
| What is Windshield policy? | We must fix all chips or cracks before the car can be rented; even inf the damage is repairable based on the damage evaluator guidelines; it is a safety issue to rent a vehicle with windshield damage |
| What are some Maintenance repairs the branch can authorize on their own? | The Branch can authorize a LOFR, w/s wipers and tire repair. The VR department authorizes all other repairs |
| National Accounts for maintenance/LOFRs | Firestone, Goodyear, Pepboys |
| Why is it Important to have a claim before taking a vehicle to the body shop? | 1. To make sure we are pursuing the correct party for damages. 2. Repair approval is quicker. |
| Steps to take before taking a vehicle to the shop? | 1. Make sure a claim is completed and all damage is listed in the claim facts. 2. Click “shop Assignment” button to non-rev and notify shop |
| What are some basic reasons for improper tire? | 1. Lack of rotation 2. Improper Inflation 3. Alignment |
| You take a car to a dealer for a warranty repair and they call saying the car is not covered because there is damage on the car causing the issue, what do you do? | 1. Call your customer and set up a claim. 2. Call/e-mail the VR department and give them the claim # and vender information. 3. VR MUST approve this repair. |
| Steps to take when you get a vehicle back from the body shop and repairs are done | 1. Check Car for color match, overspray, alignment of body parts, and texture of paint. 2. If you find any issues, don’t accept car and make them take car back. 3. Call/e-mail the VR Dept. and get them involved. |
| Who do you contact about lost keys? | 51M1 |
| What are 4 uses for unit services? | Transfer a vehicle to another branch non-rev a rental deactivate a recall look up claims on rental |
| What are the 2 locations for looking up claims on a rental? | LDR and ICE |
| How do you look up a claim in ICE to see if its been fixed? | report web- ICB- unit#- look for repair code |
| How do you lower Maintenace costs? | don't rent LOFR's Do all prev. maintenance Grow fleet |
| Why is it important to have a claim on a rental before it goes to the shop? | pursuing the right customer for dmg repair approval is faster |
Created by:
ERAC
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