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AMRA Plans Vehicle Maintenance Recommendations

Effort Aimed at Providing Information to Members For Their Customers Who Regularly Maintain Their Vehicles

Bethesda, Maryland — The Automotive Maintenance and Repair Association plans to establish Uniform Maintenance Service Recommendations to help its members make recommendations to vehicle owners who understand that regular maintenance is better for their cars--and their wallets. Once complete, they will offer advice to members on communicating recommendations to their customers who wish to get the longest possible/reasonable use out of their vehicles.

"Motorists sometimes avoid proper maintenance because they often don't know what's right to do," explained AMRA president Lawrence Hecker. "They can get different opinions from one shop to another on what maintenance their car really needs, and they're not sure which one to believe. Worse still, their vehicle owner's manual sometimes conflicts with dealers' and shops' advice. So they throw up their hands in frustration and conclude--incorrectly--that it's better to just let their car break!"

AMRA's Maintenance Recommendation Goals

• To develop advice for the industry to give its consumers that is as accurate, appropriate, and economical as current science, technology and experience can produce.
• To encourage industry professionals to give that advice.
• To provide information to the industry so it can identify misinformation that can be interpreted as fraudulent advice.
• To assist regulators in going after those in the industry who are giving the industry a bad name.

A Complicated and Damaging Problem
Vehicle manufacturers establish recommendations for maintenance service intervals and publish them in their owners' manuals. Many maintenance services offered by dealers and independent shops go beyond manufacturers' recommendations or cover items and services not addressed by the vehicle manufacturers. These services are offered to prolong the life of the vehicle well beyond the life of the warranty--in other words, to provide motorists with information about how they can get the most out of their vehicle.

"There have even been instances where regulators have accused service providers of inappropriately recommending maintenance because the manufacturer did not require that service to keep the warranty in effect," Hecker noted. "It doesn't matter whether the regulator is right or the service provider is right in any particular disagreement, this kind of thing hurts the industry and its credibility."

Step #1: Developing the Recommendations
The process of developing the Uniform Maintenance Service Recommendations (UMSR) will need to involve the best technical minds in the industry. It will be modeled after the very similar approach employed when the Motorist Assurance Program developed and published the Uniform Inspection Communication Standards (UICS).

AMRA will form committees and task forces made up of technical experts to examine all the known information and come to a consensus as to the best advice to give to the customer. The consensus will be based on pre-determined criteria. Those criteria will include:

(1) demonstration of a clear benefit to consumers (e.g. cost effectiveness, longevity);

(2) clear and easily understandable definition of terms;

(3) independent (third party) corroboration/substantiation;

(4) consideration of economic feasibility; and

(5) current service technology.

In some cases there may not be sufficient information to determine the correct advice. In those cases, further research will be required. In addition, components and services not covered by original equipment recommendations will be considered and addressed by the maintenance services program to determine which, if any, should be included.

Anyone interested in getting involved in the effort should e-mail AMRA president Lawrence Hecker at larry@motorist.org. Note: AMRA membership is not required for participation.

The Automotive Maintenance and Repair Association, Inc. (AMRA) membership is comprised of auto repair companies and independent shops, parts and equipment manufacturers and suppliers, vehicle manufacturers and industry associations. AMRA also established a consumer outreach effort, the Motorist Assurance Program, in June 1992 to strengthen communication and trust between the industry and its customers.

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