Mitchell Motorworks Customer Service Policies
Built on Integrity. Driven by Excellence.
At Mitchell Motorworks, we believe professional automotive service starts with clear communication, honest recommendations, and mutual understanding. These policies establish expectations for service, authorization, payment, warranty coverage, and vehicle care.
1. Service Requests & Appointments
Mitchell Motorworks operates by appointment only.
Submitting a Service Request through our website, by phone, email, or other communication does not guarantee an appointment or authorize Mitchell Motorworks to perform repairs.
Once we review the request, we will contact the customer regarding availability, recommended next steps, and scheduling.
2. Labor & Diagnostic Services
Our standard labor rate is $120 per hour.
Diagnostic services are billed according to the professional time and testing required to evaluate the customer's concern. Diagnostic charges compensate for technician time, testing, specialized equipment, research, and expertise and are separate from the cost of any recommended repairs.
If additional diagnostic time beyond the amount initially authorized is necessary, Mitchell Motorworks will contact the customer for approval before proceeding.
Payment for diagnostic services does not guarantee that every concern can be conclusively identified within the initially authorized diagnostic time.
3. Digital Vehicle Inspections
When applicable, Mitchell Motorworks may perform a Digital Vehicle Inspection (DVI) to document the general condition of the vehicle and identify visible maintenance, safety, or repair concerns.
A DVI is not a guarantee that every existing or developing problem with a vehicle will be discovered. Some conditions may not be visible or apparent without additional testing or disassembly.
Diagnostic testing may be recommended separately to determine the cause of a specific customer concern.
4. Estimates & Repair Authorization
Mitchell Motorworks will provide an estimate for recommended repairs whenever reasonably possible.
No recommended repair will begin without customer authorization.
Repair authorization is provided by the customer's explicit written approval in reply to the Repair Solution Authorization Email.
If additional repairs, parts, labor, or costs become necessary after work has begun, Mitchell Motorworks will contact the customer and obtain additional authorization before exceeding the approved repair.
5. Hidden Damage & Unforeseen Conditions
Automotive repairs occasionally reveal conditions that could not reasonably be identified before disassembly. These may include rust, corrosion, seized or broken fasteners, previous improper repairs, damaged wiring, hidden collision damage, deteriorated components, or aftermarket modifications.
Such conditions may require additional parts, labor, or procedures beyond the original estimate.
When additional work is necessary, Mitchell Motorworks will stop when reasonably practical, document the condition, and obtain customer authorization before proceeding with additional billable work.
6. Parts Policy
For standard maintenance and repair services, Mitchell Motorworks does not install customer-supplied parts.
Parts are sourced by Mitchell Motorworks based on vehicle application, quality, availability, warranty considerations, and the requirements of the repair.
This policy allows us to maintain appropriate quality control and warranty support for the services we provide.
Exceptions may be approved at the sole discretion of Mitchell Motorworks for certain custom, specialty, or performance applications as described below.
7. Special-Order Parts & Deposits
Special-order, non-stock, or non-returnable parts may require advance payment of the parts cost before the order is placed, regardless of the total repair amount.
For repair estimates totaling $3,000 or more, the estimated parts portion of the repair must be paid in advance before parts are ordered and repair work begins.
Advance payments are applied toward the customer's final invoice.
If a customer cancels an authorized repair after parts have been ordered, any portion of the advance payment associated with parts that cannot be returned, or with applicable supplier restocking or return charges, may be non-refundable.
Any remaining balance is due upon completion of the vehicle unless other arrangements have been approved in writing by Mitchell Motorworks.
8. Custom, Specialty & Performance Work
Mitchell Motorworks may perform custom, specialty, modification, or performance-related work at our discretion.
Modified vehicles and aftermarket components may operate outside the specifications and conditions originally intended by the vehicle manufacturer. Modifications can affect reliability, drivability, emissions, component life, vehicle safety, and manufacturer or third-party warranty coverage.
Because of these variables, custom, specialty, and performance work does not automatically qualify for Mitchell Motorworks' standard 12-month/12,000-mile warranty.
Any warranty provided for custom or performance work must be specifically stated in writing on the applicable repair documentation.
Unless specifically agreed to in writing, Mitchell Motorworks does not guarantee a particular horsepower level, performance result, vehicle compatibility, emissions compliance, or service life resulting from aftermarket modifications.
9. Customer-Supplied Custom & Performance Parts
Mitchell Motorworks may, with prior approval, install customer-supplied parts for certain custom, specialty, or performance applications.
Acceptance of a customer-supplied component is entirely at the discretion of Mitchell Motorworks and does not alter our general policy prohibiting customer-supplied parts for standard repairs and maintenance.
Mitchell Motorworks does not provide a warranty on customer-supplied components and cannot guarantee their quality, authenticity, fitment, compatibility, durability, or performance.
Additional labor required because of fitment problems, missing components, fabrication requirements, incorrect parts, incomplete kits, or other complications associated with customer-supplied components will be billable with customer authorization.
Any warranty applicable specifically to Mitchell Motorworks' workmanship on such an installation must be stated in writing on the repair documentation.
10. Standard Parts & Workmanship Warranty
Unless otherwise stated on the customer's repair documentation, qualifying new parts supplied and installed by Mitchell Motorworks and the associated workmanship are covered for 12 months or 12,000 miles, whichever occurs first.
Used, remanufactured, reconditioned, specialty, custom, or performance components may carry different warranty terms. Applicable coverage will be identified on the customer's repair documentation when appropriate.
Warranty coverage does not apply to unrelated failures, normal wear and tear, misuse, abuse, collision damage, subsequent modifications, racing or competition use, failures caused by another component, or repairs that have subsequently been altered or repaired by another party.
Warranty coverage is subject to the specific circumstances of the repair and applicable law.
11. Customer-Directed Repairs
Customers may occasionally request that Mitchell Motorworks replace a specific component or perform a specific repair without completing recommended diagnostic testing.
When Mitchell Motorworks recommends diagnostic testing and the customer declines that testing in favor of a customer-directed repair, Mitchell Motorworks does not guarantee that the requested repair will correct the customer's original concern.
Any warranty that may apply to the installed part or Mitchell Motorworks' workmanship remains separate from any guarantee that the customer-selected repair will resolve the original symptom.
12. Warranty Concerns & Comebacks
If a customer believes a previous Mitchell Motorworks repair has developed a problem, the customer should contact us and provide Mitchell Motorworks a reasonable opportunity to inspect the vehicle.
If the concern is determined to be directly related to a covered part or workmanship from the original repair, the concern will be addressed according to the applicable warranty.
If the concern is determined to be unrelated to the previous repair, Mitchell Motorworks will explain the findings and obtain authorization before proceeding with additional billable diagnosis or repairs.
Repairs or alterations performed by another party before Mitchell Motorworks has been given a reasonable opportunity to inspect a claimed warranty failure may affect warranty coverage.
13. Pre-Existing Conditions & Disassembly Risk
Vehicles may contain aged, rusted, corroded, brittle, previously damaged, modified, or improperly repaired components.
Mitchell Motorworks will exercise reasonable professional care while servicing the vehicle. However, components may fail, break, leak, or become unusable during otherwise necessary inspection, testing, disassembly, or repair because of their pre-existing condition.
When this occurs, Mitchell Motorworks will notify the customer and discuss any additional repair requirements before proceeding with additional billable work whenever reasonably practical.
14. Vehicle Operation & Road Testing
By authorizing service, the customer authorizes Mitchell Motorworks to start, operate, move, and road-test the vehicle as reasonably necessary for inspection, diagnosis, repair, verification, and quality control.
Road testing may include operation before and after repairs when necessary to duplicate a concern or verify proper operation.
15. Sublet & Outside Services
Certain repairs may require services performed by qualified outside vendors, including machining, programming, specialized testing, towing, or other specialty services.
When reasonably necessary to complete an authorized repair, Mitchell Motorworks may coordinate such services on the customer's behalf. Material additional costs will be disclosed and authorized before proceeding.
16. Vehicle Security, Personal Property & Events Outside Our Control
Mitchell Motorworks takes reasonable precautions to safeguard vehicles while they are in our possession.
However, to the extent permitted by law, Mitchell Motorworks is not responsible for loss or damage resulting from circumstances outside our reasonable control, including theft, vandalism, severe weather, fire, flooding, falling objects, or similar unforeseen events.
Customers are encouraged to remove cash, valuables, firearms, electronics, important documents, and other personal property before leaving a vehicle for service.
Mitchell Motorworks is not responsible for loss of unsecured personal property left inside a vehicle except to the extent required by applicable law.
17. After-Hours Vehicle Drop-Off
Customers using an after-hours key drop or leaving a vehicle outside normal business operations do so with the understanding that Mitchell Motorworks personnel may not immediately take physical custody of or inspect the vehicle.
Customers should secure the vehicle, remove valuables, and follow all provided drop-off instructions.
Responsibility for vehicles left outside business operations is subject to applicable law and the circumstances surrounding the vehicle's delivery and acceptance.
18. Declined Repairs & Safety Recommendations
Customers have the right to approve or decline recommended repairs, maintenance, and diagnostic procedures.
When a customer declines a recommended service, Mitchell Motorworks may document the declined recommendation on the repair order, estimate, or Digital Vehicle Inspection.
Mitchell Motorworks is not responsible for subsequent failures, damage, or consequences resulting from a condition that was identified, communicated to the customer, and left unrepaired at the customer's direction, except as otherwise required by law.
19. Unsafe Vehicle Release
If Mitchell Motorworks identifies a condition that we reasonably believe makes a vehicle unsafe to operate, we will inform the customer and recommend appropriate corrective action.
If the customer declines the recommended repair and chooses to remove or operate the vehicle despite the identified safety concern, Mitchell Motorworks may require the customer to sign a separate Unsafe Vehicle Release Acknowledgment documenting the condition, our recommendation, and the customer's decision.
When appropriate, Mitchell Motorworks may recommend that an unsafe vehicle be removed from the premises by tow rather than driven.
Nothing in this policy authorizes Mitchell Motorworks to unlawfully prevent a customer from retrieving their vehicle.
20. Payment & Vehicle Release
Payment in full is required before a vehicle is released, except where separate written payment terms have been approved by Mitchell Motorworks.
The customer is responsible for all authorized diagnostic, labor, parts, fees, taxes, sublet services, and other approved charges associated with the repair order.
21. Shop Supplies, Environmental Fees & Taxes
A Shop Supplies Fee equal to 5% of the Repair Order subtotal, including parts and labor, is applied up to a maximum of $50. This fee helps cover miscellaneous consumable materials used during service, such as cleaners, lubricants, rags, small hardware, and similar shop supplies.
A $10 Environmental & Disposal Fee may be applied to repair orders involving automotive fluids, chemicals, or other materials requiring appropriate handling or disposal.
Applicable taxes will be charged as required by Kentucky law.
22. Vehicle Pickup & Storage
Customers are expected to make reasonable arrangements to retrieve their vehicle after being notified that service is complete or after declining recommended repairs.
Vehicles remaining at Mitchell Motorworks for more than 10 days after notification of completion or estimate refusal may be assessed a $10-per-day storage fee, unless other arrangements have been approved by Mitchell Motorworks in writing.
If circumstances prevent timely pickup or payment, customers are encouraged to contact Mitchell Motorworks promptly to discuss available arrangements.
23. Unpaid or Abandoned Vehicles
Mitchell Motorworks reserves all rights and remedies available under Kentucky law regarding unpaid repair orders, storage charges, abandoned vehicles, and vehicles remaining in our possession.
This may include applicable lien, storage, towing, or other lawful procedures.
Nothing in these policies is intended to eliminate or replace any notice, waiting period, or other procedure required by applicable law.
24. Fleet & Commercial Accounts
Businesses, fleet operators, government entities, and other commercial customers are subject to these standard policies unless Mitchell Motorworks approves separate written commercial or fleet terms.
Approved commercial arrangements may establish different authorization procedures, payment terms, billing procedures, purchase-order requirements, or other account-specific conditions.
Unless such terms have been approved in writing, standard Mitchell Motorworks policies and payment requirements apply.
25. Electronic Communication & Documentation
Customers authorize Mitchell Motorworks to communicate electronically regarding their vehicle and service, including estimates, repair recommendations, Digital Vehicle Inspections, authorization requests, invoices, receipts, appointment information, and service updates.
Electronic communications and customer responses may be retained as part of the repair record.
Repair authorization requires the customer's explicit written approval in reply to the applicable Repair Solution Authorization Email.
26. Right to Refuse or Discontinue Service
Mitchell Motorworks reserves the right to decline or discontinue service when a requested repair is outside our capabilities, vehicle condition creates an unreasonable safety risk, the requested work conflicts with professional or ethical standards, or circumstances prevent us from performing the work to an appropriate professional standard.
Mitchell Motorworks also reserves the right to refuse service in situations involving threatening, abusive, fraudulent, or inappropriate conduct.
Any charges for work already authorized and completed remain due.
27. Policy Acceptance
Customers are provided access to these Customer Service Policies as part of the Mitchell Motorworks service process.
Submitting a Service Request alone does not authorize repairs.
Before service begins, customers may be required to complete and electronically sign a Customer Intake & Repair Agreement acknowledging these policies and authorizing Mitchell Motorworks to inspect, diagnose, operate, and service the vehicle as specified in the agreement.
Authorization for subsequent recommended repairs is obtained separately through the customer's written reply to the applicable Repair Solution Authorization Email.
Our Commitment to You
These policies are designed to create clear expectations for both Mitchell Motorworks and our customers. Our goal is not simply to repair vehicles, but to provide professional recommendations, transparent communication, and quality workmanship so our customers can make informed decisions about their vehicles.
Mitchell Motorworks
Built on Integrity. Driven by Excellence.