CarMax

Become eligible to receive CarMax® referrals for retail service vehicle repairs. CarMax has revolutionized the auto industry by delivering the honest, transparent and high-integrity car buying experience customers want and deserve. CarMax has sold more than 6 million vehicles and operates 195 stores in 39 states. CarMax has partnered with RepairPal to provide their customers a high-quality repair experience.

Details:

• CarMax will refer their customers to the CarMax Service Page or to RepairPal's co-branded landing page, which will display your shop listing to customers within a reasonable driving distance range. We only display shops capable of working on the specific make and problem the customer is experiencing. CarMax Associates make direct referrals to our network using a custom toolset, as well. CarMax also participates in a wide variety of active marketing campaigns and materials for their customers to ensure they are finding their way to your shop.
• For customers who come in needing extended service plan repair work completed, you will engage in a simple process to get claim authorization from the providers and prompt reimbursement for repairs completed.
• RepairPal will work with you to verify received customers, and you’ll pay 10% of the repair order to us for the repair, or if you are unable to verify the repairs, we will charge you on a per referral basis, with referrals defined as all booked appointments, shop messages, claims, and tow dispatches.

You Are Ideal For This Program Because:

• CarMax is impressed with the quality and commitment RepairPal shops demonstrate during the certification process.
• You put the customer first. RepairPal stands behind this. If you have any issues, please serve the customer, then let us know. We will make it right for you and your shop.
• You’re committed to fair practices and only completing necessary repairs, following all program guidelines, including the important Process and Pricing guidelines listed below.
• You agree to contact RepairPal if there are any issues, while professionally representing CarMax as a partner, and their providers, even in the case of any disagreement. RepairPal's support line for any issues with this or any other RepairPal partner is 877-287-5234.

CarMax Important Phone Numbers:  

CarMax has 3 MaxCare providers:

• Assurant* (Consumer Program Administrators, Inc. / The Warranty Group): 866-464-3062; easily file a claim, track the claim's progress, and quickly receive payment with their online claims portal: Autoclaims.com
• CNA National Warranty Corporation: 888-882-0200 
• Fidelity Warranty Services, Inc.: 866-499-6746

*When calling Assurant for customers other than CarMax/ MaxCare: 800-621-2130

For emergency roadside assistance, call Agero: 800-693-5324

See details for finding CarMax provider information in your Dashboard here.

Process:

• Diagnose the vehicle based on the customer’s concern and determine the repairs/parts needed. You may need to provide photos, videos or diagnostic results to justify the needed repairs. For major mechanical repairs, you may be asked to tear down to the point of failure in order to sufficiently demonstrate the problem. The diagnosis is generally covered for repairs that are authorized, but if the repairs are not covered, the customer will pay for the diagnosis and any approved repairs.

• Before performing any additional work other than the diagnosis, use the appropriate Provider phone number (or online portal) to call in/ enter the claim for authorization. If you do not know which Provider to contact, look it up in your Dashboard, as shown here.

• Be sure to identify your shop as a RepairPal network shop.

Pricing:

Labor Rates:

There are preferred labor rate guidelines when completing these repairs. Upon completing the RepairPal certification process, RepairPal will address any questions regarding your labor rate and will work with you if your labor rate is higher than the area allowable guideline. You may not increase your labor rate more than once in each 12 months, beginning from the time you initially opt into this program.

Parts:

Parts should be sourced from a value line of aftermarket parts.  A minimum 12/12 warranty is required.*   List price for the aftermarket part can be used as a general guideline, but the provider will guide you as to what is allowable for the specific part and job.

*Even if your standard shop parts + labor warranty is higher, you may want to default to 12/12 for these jobs so you can use a lower priced, value parts line for this work.

The provider may suggest or request you to use a specific supplier or to allow them to ship you the part.  Shops participating in this program should remain flexible on these requests and should always be cooperative with the provider in this process.

In the case where a major component (eg: engine or transmission) is replaced, you may be asked to use a used or reconditioned part that is like kind (similar mileage).  Typically, you will not use new parts in this instance.

If OEM parts must be sourced because no aftermarket part is available, parts markup is not to exceed OEM MSRP. If MSRP is not available, the part purchased from an outside vendor shall not exceed the parts rate plus 20%.

Other Charges & Taxes:

For any covered repair, the shop may not charge the customer over and above their deductible. This includes taxes.  Taxes will vary by the location the policy was sold and the repair location, but for covered MaxCare repairs, the tax will never be passed along to the customer.  There are 2 possibilities, and you should allow the provider to guide you:

1.  Tax is covered and will be reimbursed to you.

2. Tax does not apply to the repair at all because:

• The customer already paid tax when they purchased the policy
• Local laws do not require tax payments on vehicle service contract work
• The Provider has filed a tax exemption certificate

Shop supply fees must never be charged for this work.

You cannot charge the customer over and above the approved claim amount, unless the customer opts to have extra work done (such as brake work, regular maintenance, etc.) that isn’t covered at all by their plan.  Shops who break these or other rules may be removed from program participation and will not receive referrals, reduced deductibles and other marketing and shop program benefits.

Rental Car Reimbursement:

When a customer’s vehicle is inoperable or unsafe to drive and the repair requires the vehicle be held overnight (or longer) for repair, the provider will pay the actual expenses to rent a replacement vehicle from a licensed rental agency not to exceed a total of $40 per day for a maximum of 7 days for any one breakdown.

Very important: You must request rental car authorization at the same time you call in authorization for the repair, once the diagnosis is complete and you have an estimate for parts, labor and sublet work. You’ll need to know when you’ll have the repair completed, so it’s important to have accurate ETAs for any parts needed. The providers will only authorize a rental vehicle for the time needed to receive the parts and complete the repairs in a timely manner. Once the rental has been authorized, the authorization number must be provided to the rental company so they can bill the providers once the repair is complete.

The rental maximum days is 7 days, regardless of any failures from the parts vendors, your shop or the customer. This is why timely completion of the repair is critical to customer satisfaction. If issues arise beyond your control, and the customer is upset about the loss of rental car reimbursement, please contact RepairPal so that we may explore other solutions for the customer.

Your customer will be required to leave a deposit for the rental car, according to the rental car provider’s policies. The customer will also be required to pay any additional fees above $40 per day or for extra days. If the customer rents a car before the approval step is complete, they run the risk that they’ll be responsible for the rental car fees, if the repair is not approved

Additional Guidelines:

• You may only test drive the customer’s vehicles to verify the concern and repairs.

• You may not use the customer’s vehicle for personal use.

• You may not use the customer’s vehicle for shuttle service.

• The customer’s vehicle cannot be driven home and/or taken to lunch.

Resources:

Video Explainer: https://share.vidyard.com/watch/v3VNpk7jtuHT5SgGUXAxLW