Quick Hits
Right Column
Write it Right!
Questions and Answers
Q: When is an invoice required?
A: Upon return of equipment to the customer
Q: What must be on the invoice?
- Service Dealer Info:
- Business Name
- Address
- Telephone Number
- State Registration Number
- Date of Invoice
- Address where unit is repaired
- Customers name and address
- Description of Equipment Make
- Model
- Serial Number
Q: What must be on the invoice?
- Statement of Total Charges
- Itemized list of all parts replaced indicating:
- Parts covered under warranty
- Parts not covered by warranty and the specific charge for any parts replaced
- Itemized labor services indicating:
- Services covered under warranty
- Services not covered by warranty, and the specific charge for each service performed
Q: What must be on the invoice?
- Itemized list of any other charges, such as a service call charge
- Identification of any used or exchanged parts, and the charges for those parts
- The signature or employee number of invoice preparer
- The signature or employee number of the person who performed the repair
Q: What must be on the invoice?
- Printed on Invoice:
- "An estimate as required (Section 9844 of the California Business and Professions Code) for repairs shall be given to the customer by the service dealer in writing, and the service dealer may not charge for work done or parts supplied in excess of the estimate without prior consent of the customer. Where provided in writing, the service dealer may charge a reasonable fee for services provided in determining the nature of the malfunction in preparation of a written estimate for repair. For information contact the Bureau of Electronic and Appliance Repair, Department of Consumer Affairs, Sacramento 95814"
Q: How long must invoices be kept?
A: For at least three years!
Q: Does an estimate have to be in writing?
A: Yes - to protect both the customer and the service dealer from any misunderstanding about the cost involved in the repair
Q: When must a written estimate be prepared?
A: Before any work is performed
Q: What must the estimate include?
A: All costs for parts, labor, and the initial service call including all transportation and travel charges
Q: Does the estimate have to include sales tax?
A: NO - Sales tax and other applicable taxes do not have to be part of the estimate
Q: How can a dealer revise an estimate?
A: Obtain the customer's authorization for the additional repair and charge
Q: Can a dealer get authorization by telephone?
- YES - For additional charges, the dealer must note on the service invoice the following information:
- Date and time
- Name of person authorizing additional repairs
- Telephone number called, if any
- Name of person receiving the authorization
- Conditions of consent, if any
- Description of additional parts and labor
- Total additional cost
Q: When can a dealer charge a diagnosis fee?
A: After advising the customer in writing of the amount of the diagnosis fee
Q: How must a dealer notify the customer about the diagnosis fee?
A: The amount must be provided in writing to the customer before the equipment is accepted for repair or removed from the customer's home
Q: What must the diagnosis fee include?
A: All transportation and travel charges associated with the diagnosis
Q: When must a dealer notify a customer that there will be a charge for a service call?
A: Before the service call is made
Q: How much can a service dealer charge for a service call?
A: The dealer may not charge a higher fee for the service call than what is advertised or quoted over the telephone
Q: Is the dealer allowed to charge a service call fee and a diagnostic fee?
A: Only when the customer has approved the diagnostic fee in writing in advance
Q: Are there any other charges allowed?
A: NO - other than the actual repair cost approved by the customer in the written estimate
