LAS VEGAS – Repair Assurance, a new F&I product introduced at the NIADA convention, is a vehicle service agreement that offers different consumer benefits and fresh opportunities for dealers. Consumers receive representation when dealing with auto repair facilities and warranty companies.
Consumers who purchase plans of coverage, ranging from one to five years, have a dedicated Repair Assurance repair adviser that will fully negotiate with a repair facility or warranty company all aspects of any repair or maintenance service.
The Repair Assurance adviser ensures that the correct repair is being done at the correct price and at the correct time. This service is unlimited and consumers can contact their adviser as many times as they wish to ask questions or get advice on any auto repair or maintenance issues.
Repair facilities can also call Repair Assurance directly before beginning a repair to work with a customer’s adviser directly. The adviser steps in to negotiate the entire repair on the customer’s behalf.
In addition to the advocacy service, Repair Assurance offers a complete spectrum of ancillary service agreement benefits such as towing, fuel and fluid delivery, lost key & lockout, flat tire and extrication services. Additional discounts are provided on rental vehicles.
Repair Assurance was conceived and developed by Tom Cullen and his partner Tony Fiorillo of Vision Marketing Group, based in West St. Paul, Minn. Cullen said the idea for this product came to him after witnessing the downsizing of a highly respected service contract administrator in Omaha, Neb.
“I thought it was a waste of talent to let all those experienced claims people go,” Cullen said. “Then it occurred to me that if they could adjudicate claims and work with repair shops to defend the insurance company, why not defend the consumer?”
Cullen added that Repair Assurance is a complementary product for the F&I office because it is priced lower than a service contract and can be used by the F&I manager as an alternative when the customer refuses a VSC due to price or payments concerns. It also is designed to increase service department retention by directing the consumer back to the selling dealership to get work done on their vehicle, especially with used vehicles.
Tony Fiorillo said he is excited about the quality service they can offer dealers and consumers.
“We feel fortunate to have a wealth of talent to bring into the company for consumers to turn to. The people we're hiring have years of automotive experience and expertise in dealing with repair facilities from independent shops right up to OEM factory representatives. This product can really help dealers improve their CSI because now consumers feel the dealership is sending a repair advocate out with them when they drive off the lot.”
