How To Get A Goodwill Repair

Alright, let's talk about snagging a goodwill repair on your vehicle. This isn't always a straightforward process, but with the right approach and understanding, you can significantly increase your chances of getting a manufacturer or dealership to cover repair costs even after your warranty has expired. Think of it as a strategic negotiation, where knowing your car's history and the relevant factors influencing goodwill decisions is your biggest advantage.

Understanding Goodwill Repairs

A goodwill repair, in essence, is when a manufacturer or dealership agrees to cover part or all of the cost of a repair outside of the vehicle's standard warranty period. This is a gesture of good faith, intended to maintain customer satisfaction and protect their brand reputation. It's not a legal obligation, but rather a voluntary act.

Factors Influencing Goodwill Decisions

Several factors come into play when manufacturers and dealerships consider goodwill requests. The more of these that align in your favor, the better your odds:

Vehicle Age and Mileage: The closer your vehicle is to the warranty expiration date or mileage limit, the stronger your case. A car that's a few months or a few thousand miles outside warranty has a better chance than one that's significantly older.

Repair History: A consistent and documented service history at the dealership, especially for preventative maintenance, demonstrates your commitment to caring for the vehicle. Showcasing a good past relationship is important.

Severity of the Problem: A major component failure (e.g., engine, transmission) is more likely to warrant goodwill than a minor issue.

Known Issues: If the problem is a known issue with the vehicle model (e.g., a common defect or recall that wasn't properly addressed), the manufacturer might be more willing to assist. Research technical service bulletins (TSBs) and online forums for similar complaints from other owners.

Customer Loyalty: If you're a repeat customer who has purchased multiple vehicles from the same manufacturer or dealership, you might have more leverage.

Manufacturer's Reputation: Manufacturers who prioritize customer satisfaction and have a strong brand image are often more open to goodwill requests.

Making Your Case for a Goodwill Repair

Successfully obtaining a goodwill repair requires a strategic approach:

1. Documentation is Key

Gather all relevant documentation, including:

Vehicle Service Records: Compile a comprehensive record of all maintenance and repairs performed on your vehicle. Dealership service records are particularly valuable.

Warranty Information: Know the exact terms of your original warranty, including the duration and mileage limits for different components.

Diagnostic Report: Obtain a detailed diagnostic report from the dealership or a trusted mechanic outlining the specific problem and the recommended repair. The report should include error codes, sensor readings, and any other relevant data.

TSBs and Recall Information: Research if there are any relevant Technical Service Bulletins (TSBs) or recalls related to the problem you're experiencing. These documents can provide evidence that the issue is a known problem with the vehicle model. You can usually find this information on the NHTSA (National Highway Traffic Safety Administration) website.

2. Contact the Dealership First

Start by contacting the service advisor at the dealership where you typically have your vehicle serviced. Explain the problem clearly and politely, emphasizing the factors that support your goodwill request (e.g., your consistent service history, the severity of the problem, any known issues). Ask if they are willing to submit a goodwill request to the manufacturer on your behalf.

3. Escalate to the Manufacturer (If Necessary)

If the dealership is unwilling to assist or the manufacturer denies the initial request, don't give up. Escalate the issue by contacting the manufacturer's customer service department directly. Be prepared to explain your situation in detail and provide all supporting documentation. Remain polite and professional, but persistent. Emphasize your loyalty to the brand and the importance of maintaining customer satisfaction.

4. Know Your Legal Options

While a goodwill repair is not a legal entitlement, it's helpful to be aware of your legal options. Depending on the nature of the problem and the laws in your state, you might have grounds for a claim under the implied warranty of merchantability or the Magnuson-Moss Warranty Act. Consult with an attorney specializing in consumer protection if you believe you have a strong legal case.

5. Persistence and Patience

Obtaining a goodwill repair can be a time-consuming process. Be prepared to follow up with the dealership and manufacturer multiple times. Stay persistent and patient, but always maintain a professional and respectful demeanor.

Negotiation Tips

Remember that negotiating a goodwill repair is often about finding a compromise that benefits both you and the manufacturer:

Be Realistic: Don't expect the manufacturer to cover the entire cost of the repair, especially if the vehicle is significantly outside of the warranty period. Be prepared to pay a portion of the expenses.

Suggest a Split Cost: Propose a cost-sharing arrangement where you pay for parts and the manufacturer covers labor, or vice versa.

Offer to Cover Preventative Maintenance: If the manufacturer is hesitant to approve the goodwill repair, offer to have any recommended preventative maintenance performed at the dealership to demonstrate your commitment to caring for the vehicle.

Troubleshooting Tips and Potential Roadblocks

Here are some common roadblocks you might encounter and how to overcome them:

"Your vehicle is outside of the warranty period": Acknowledge this fact, but emphasize the other factors that support your goodwill request (e.g., consistent service history, known issue).

"We don't cover repairs for normal wear and tear": Argue that the problem is not due to normal wear and tear, but rather a defect or premature failure of a component.

"You didn't have the vehicle serviced at our dealership": Explain that you had the vehicle serviced at a trusted independent mechanic, but you have documentation to support the maintenance schedule.

Safety Considerations

When dealing with vehicle repairs, always prioritize safety:

High Voltage Systems: Be extremely cautious when working on hybrid or electric vehicles. High-voltage systems can be lethal. Always disconnect the battery and follow proper safety procedures.

Flammable Fluids: Gasoline, oil, and other automotive fluids are flammable. Avoid sparks and open flames. Work in a well-ventilated area.

Moving Parts: Be careful when working around moving parts, such as the engine and transmission. Disconnect the battery before working on electrical components.

Lifting and Supporting Vehicles: Always use proper jack stands when lifting a vehicle. Never work under a vehicle supported only by a jack.

Remember, a goodwill repair isn't guaranteed, but by being informed, prepared, and persistent, you can significantly increase your chances of a favorable outcome. Good luck!

We have a sample goodwill request letter template available for download. Contact us for access to the file.