Operating Policy and Procedure Manual (P&P)

Labor Rates

Service Type Rate per Hour Billing Rule

Diagnostics $120.00/hour Billed at a minimum of one (1) hour.

Shop Labor Rate $120/hour Billed per hour of labor.

Required Fees and Tax

  • Environmental/Hazmat Fee: A $10.00 Flat Rate is applied to every repair order involving fluid or hazardous waste disposal. This fee covers fixed costs related to EPA and regulatory compliance.

  • Shop Supplies Fee: A fee equal to 5% of the RO Subtotal (which includes both parts and labor) with a Minimum of $5.00 and Maximum of $50.00 is applied to cover consumables (rags, cleaners, small hardware, etc.).

  • Sales Tax: The subtotal of the RO is subject to the 6.0% Kentucky Sales Tax.

Payment, Delinquency, and Asset Recovery (Strictly Enforced)

  • Full Payment Required: Vehicles will not be released until 100% payment of the final invoice is received.

  • Storage Fees: A $10.00 per day storage fee is added to vehicles left over 10 days after service completion or estimate refusal. This fee is automatically applied and is non-negotiable.

  • Lien and Towing: After 30 days of non-payment, the vehicle will be subject to a Mechanic’s Lien and immediate towing from the premises at the customer’s sole expense, with no further notice required.

  • Communication Exception: The Mechanic's Lien and towing procedure can be avoided only with prior, approved communication with our administrative team, resulting in a signed, written payment plan extension reviewed and approved by the Owner.

Service Authorization and Intake (Liability Protection)

  • Before any work begins, the customer must complete the digital Customer Intake Form & Repair Agreement and provide an Electronic Signature confirming:

  • Authorization for our team to work on, test-drive, and inspect the vehicle.

  • Acknowledgement and agreement to the Mitchell Motorworks Policy & Procedures.

Diagnostic and Repair Solution Process

  1. DVI: A Digital Vehicle Inspection is performed, documenting pre-existing damage, fluid levels, and identifying the root cause of the customer's concern.

  2. Repair Solution: The DVI and repair solution (generated via Alldata) are attached to the Repair Solution Authorization Email.

  3. Authorization: Customers must reply to the Repair Solution Email with explicit written confirmation of approval before our team begins repair work.

Post-Service Documentation

Within 24 hours of vehicle pick-up, the customer receives a follow-up email containing the final invoice (Alldata), the payment receipt (QuickBooks), and the completed Digital Vehicle Inspection (DVI) Report.

Parts and Repair Warranty (Detailed Policy)

  • New Parts (Standard): All new parts installed by Mitchell Motorworks carry a standard 12-month/12,000-mile warranty on both the part and the labor.

  • Used/Reconditioned Parts: The specific warranty (if any) covering labor and/or the part itself will be explicitly depicted and noted on the customer's repair solution document.

  • Refusal of Diagnosis: If our team advises Diagnostics and the customer refuses, requesting a specific repair instead, the repair made is considered Customer-Directed and is VOID of any warranty or comeback coverage.

  • Customer-Supplied Parts: NO WARRANTY is offered on any part supplied by the customer.

Right to Refuse Service

  • Mitchell Motorworks reserves the right to refuse service to any customer or decline any requested work that our team determines may compromise the safety of our personnel, violate our established operating standards, or present an ethical conflict.

Comeback and Resolution Procedure

  1. Assessment Required: Any vehicle returned for a perceived failure must first be re-assessed by a Mitchell Motorworks technician at our standard diagnostic rate. The fee will be refunded if the failure is found to be related to the original repair.

  • Unrelated Failure: If the issue is not directly related to the original repair, part, or diagnosis performed by our team, the issue is not covered under the warranty, and standard charges apply.

  1. Maximum Attempts: If a repair covered under warranty is confirmed to have failed, our team will make a maximum of two (2) repair attempts at no additional labor cost to the customer.

Resolution: If the warranted failure cannot be successfully repaired after the second attempt, the customer will be issued a full refund for the cost of the failed part and associated labor via Cash/Credit Card Reversal.