SERVICE POLICIES
These policies explain how Mitchell Motorworks handles vehicle service, diagnostics, pricing and estimates, repair authorization, parts and labor, inspections, and other general service procedures. Our goal is to provide clear expectations and transparent communication throughout your service experience.
By authorizing service or leaving a vehicle with Mitchell Motorworks, customers acknowledge and agree to the applicable Service Policies and Customer Intake & Repair Agreement.
APPOINTMENTS & VEHICLE DROP-OFF
Mitchell Motorworks operates by appointment. Customers are encouraged to submit a Service Request before bringing a vehicle to the shop so we can review the vehicle, concern, and requested services before scheduling.
Vehicles may be dropped off during normal business hours or through our approved after-hours drop-off process. After-hours drop-off is intended for previously scheduled or approved vehicles only.
The Customer Intake & Repair Agreement must be completed before the vehicle and keys are left with Mitchell Motorworks.
DIAGNOSTIC SERVICES
Diagnostic testing is a professional service and is billed separately from repairs. Diagnostic charges cover the technician's time, testing procedures, equipment, technical information, and expertise required to determine the cause of a vehicle concern.
Authorization to perform diagnostic testing does not include authorization to perform repairs unless otherwise approved. If additional diagnostic time, disassembly, or specialized testing is required beyond the amount initially authorized, Mitchell Motorworks will obtain additional authorization before proceeding.
Diagnostic charges are not waived or credited toward subsequent repairs unless specifically stated otherwise. Completing a recommended repair does not make the diagnostic service free.
PRICING & ESTIMATES
Prices are based on the specific vehicle, required parts and materials, labor operations, and services necessary to complete the requested work. Pricing may vary by vehicle application and may differ from advertised starting or menu prices.
Estimates reflect the information available at the time they are prepared. If additional conditions or required operations are discovered, the customer will be notified and additional authorization obtained when required.
Parts are sold at Mitchell Motorworks' established retail pricing. Labor is charged at the applicable labor rate or established labor time for the service performed. Pricing from parts suppliers, manufacturers, online retailers, or other repair facilities does not determine Mitchell Motorworks' retail pricing.
ESTIMATES & REPAIR AUTHORIZATION
Estimates are based on the information available at the time they are prepared and may change if additional conditions, damaged components, or required materials are discovered during service or disassembly.
Mitchell Motorworks will perform only work that has been authorized by the customer, subject to any incidental repair authorization selected or agreed to by the customer.
When the customer has authorized an incidental repair allowance, Mitchell Motorworks may perform necessary incidental repairs and replace additional parts or materials discovered during the approved repair up to the authorized limit without obtaining separate approval for each item. Only actual additional parts, materials, and labor used will be charged. Any amount exceeding the authorized limit requires additional customer authorization.
Authorization may be provided electronically, including through text message, email, digital estimate approval, or the Customer Intake & Repair Agreement.
PARTS & MATERIALS
Mitchell Motorworks supplies the parts, fluids, and materials used in our repairs unless otherwise specifically agreed upon in writing. Parts are selected based on vehicle application, availability, quality, and the requirements of the repair.
Parts pricing reflects the complete service we provide, including sourcing, ordering, receiving, handling, and administration. Retail pricing may differ from manufacturer, distributor, or online advertised pricing.
Mitchell Motorworks generally does not install customer-supplied parts. Exceptions, if approved in advance for certain custom or performance applications, are subject to our Custom & Performance Work Policy.
Parts warranty coverage varies by product and supplier. See our Repair & Parts Warranty for complete warranty information.
LABOR & ADDITIONAL OPERATIONS
Labor is charged according to the service or repair being performed and may be based on published labor times, established service times, actual diagnostic or specialized labor time, or a combination of these methods.
Published labor times are used as a pricing guide and do not represent an hourly clock or guarantee that a repair will require exactly that amount of elapsed time.
Additional operations discovered during service—such as removal of seized or damaged components, broken fasteners, corrosion, previous improper repairs, modifications, or other conditions requiring additional labor—may result in additional charges. Authorization will be obtained when required before proceeding.
SUBLET & THIRD-PARTY SERVICES
Certain services may be performed by qualified third-party providers when specialized equipment, facilities, or services are required. Examples may include alignments, towing, machine work, programming, specialty testing, or other outsourced operations.
Mitchell Motorworks may arrange and coordinate these services on the customer's behalf. Charges for third-party services are billed through Mitchell Motorworks at the applicable retail price and may include costs associated with coordination, transportation, handling, or administration.
Availability, scheduling, and completion times for third-party services may be outside Mitchell Motorworks' direct control. Any warranty applicable to a third-party service may also be subject to the terms of the provider performing that service.
VEHICLE INSPECTIONS & ADDITIONAL FINDINGS
Mitchell Motorworks may perform a visual inspection of accessible vehicle systems and components while a vehicle is being serviced. Any additional concerns identified may be documented and communicated to the customer with recommendations for repair or maintenance.
An inspection is limited to the systems and components reasonably accessible at the time of service and is not a guarantee that all existing or developing conditions will be identified. Additional diagnostic testing or disassembly may be required to determine the cause or extent of a concern.
Recommended services discovered during an inspection will not be performed without authorization, except as permitted by any incidental repair authorization previously provided by the customer.
DECLINED & DEFERRED SERVICES
Customers may decline or defer recommended repairs or maintenance. Declined or deferred recommendations may be documented on the repair order and retained in the vehicle's service history.
Mitchell Motorworks is not responsible for damage, breakdown, loss of vehicle operation, or other consequences resulting from a customer's decision to decline or postpone recommended service.
Recommendations are based on the vehicle's condition at the time of inspection. Pricing, parts availability, and vehicle condition may change before deferred work is performed, and a new inspection or estimate may be required.
PRE-EXISTING CONDITIONS & UNFORESEEN COMPLICATIONS
Vehicles may have pre-existing damage, wear, corrosion, modifications, previous repairs, deteriorated components, or other conditions that are not apparent before service or disassembly begins.
Mitchell Motorworks is not responsible for the failure of pre-existing damaged, deteriorated, improperly repaired, or unrelated components when reasonable care is exercised during service.
If an unforeseen condition affects the scope, safety, cost, or ability to complete an authorized repair, work may be paused and the customer contacted for additional authorization or direction.
Additional labor, parts, or materials required because of seized or broken fasteners, corrosion, previous repairs, modifications, damaged components, or similar conditions are not included in the original estimate unless specifically stated.
ROAD TESTING & QUALITY CONTROL
By authorizing service, the customer authorizes Mitchell Motorworks personnel to operate the vehicle as reasonably necessary for diagnosis, inspection, repair, verification, and quality-control purposes.
Road testing may be performed before, during, or after service when appropriate and safe to do so. Mitchell Motorworks may decline to road test a vehicle when its condition, registration, tires, brakes, warning indicators, weather conditions, or other circumstances make operation unsafe or inappropriate.
Some concerns may require extended or repeated testing to duplicate an intermittent condition or verify a completed repair. Reasonable mileage may therefore be added to the vehicle during the service process.
VEHICLE CONDITION & PERSONAL PROPERTY
Customers are responsible for removing valuables and personal belongings from the vehicle before service. Mitchell Motorworks is not responsible for loss of or damage to personal property left in the vehicle unless caused by the negligence of Mitchell Motorworks.
Customers should notify Mitchell Motorworks of any known vehicle conditions that may affect safe operation or service, including damaged locks, windows, interior components, aftermarket equipment, security systems, wheel locks, or other modifications.
Reasonable care will be taken while vehicles are in our possession. Mitchell Motorworks is not responsible for loss or damage resulting from circumstances outside our reasonable control, including severe weather, theft, vandalism, fire, or other unforeseen events, except where otherwise required by law.
SHOP SUPPLIES, HAZARDOUS MATERIALS & FEES
Applicable repair orders may include charges for shop supplies, hazardous-material handling, disposal, environmental fees, or similar materials and services associated with the repair.
Shop supplies may include commonly used materials such as cleaners, lubricants, sealants, shop towels, protective materials, and other consumable items not practical to itemize individually.
Applicable taxes and fees are calculated and charged as required.
PARTS AVAILABILITY & SERVICE DELAYS
Estimated completion dates and times are provided as a convenience and are not guaranteed. Completion may be affected by diagnostic findings, parts availability, shipping delays, third-party services, additional authorization, vehicle condition, or other circumstances outside Mitchell Motorworks' reasonable control.
Customers will be notified when significant changes affect the expected scope or completion of the repair.
Mitchell Motorworks is not responsible for losses resulting from reasonable service delays or circumstances outside our control, including loss of vehicle use, missed appointments, transportation expenses, rental vehicle expenses, or similar consequential costs, except where specifically agreed to in writing or required by law.
SAFETY & RIGHT TO REFUSE SERVICE
Mitchell Motorworks reserves the right to decline or discontinue service when a vehicle presents an unsafe working condition, requested work would create an unsafe or improper repair, required procedures cannot reasonably be performed, or circumstances prevent us from completing the work to an acceptable professional standard.
We may also decline requested repairs, modifications, or installation of components that we determine are inappropriate for the vehicle, outside the scope of services we provide, or inconsistent with applicable safety or legal requirements.