Who Does What: Vehicle Owner, Repair Shop, and Contract Administrator

When a repair concern comes up, it can help to know who does what. The vehicle owner, repair shop, and contract administrator each have a different role. The exact process is explained in the vehicle service contract, so keep the agreement nearby and follow its instructions.

The vehicle owner

You describe the concern, provide the vehicle and contract information requested, and review the agreement’s instructions. If the contract requires authorization before repairs begin, contact the administrator through the listed process and wait for direction before approving covered work. Keep maintenance and repair records according to the agreement.

The repair shop

The shop inspects the vehicle, documents the concern, and provides diagnostic information or an estimate as needed. It may communicate with the administrator as part of the review. Ask the shop to explain what it has found and whether it is waiting for authorization before moving forward.

The contract administrator

The administrator handles questions and reviews a repair request according to the agreement’s terms. It can explain what information is needed and communicate the next step. A request’s outcome depends on the contract and the facts of the repair.

Keep the conversation connected

Share accurate information, ask who is responsible for the next action, and write down any instructions you receive. If you are unsure whether work has been authorized, check with the administrator and the repair shop before proceeding. Your agreement is the best place to confirm the process that applies to you.

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