Service Drive Advisor Customer Write-Up Checklist

This service drive advisor write-up checklist ensures consistent, professional, and legally defensible service intake for every vehicle. Incomplete write-ups are the leading cause of service disputes, warranty denials, and customer satisfaction failures. A systematic intake process protects both the dealership and the customer by documenting vehicle condition, customer authorization, and service expectations before any work begins. Aligned with dealer group CSI standards and OEM service advisor

Industry: Dealership / Automotive Service
Frequency: Per Customer Vehicle Check-In
Estimated Time: 10-15 minutes
Role: Service Advisor / Assistant Service Manager
Total Items: 29
Compliance: OEM Service Advisor Certification Standards, Magnuson-Moss Warranty Act Disclosure Requirements, FTC Used Car Rule / Repair Disclosure Standards, NHTSA Recall Lookup Compliance, Dealership CSI and Service Process Standards

Vehicle Intake and Condition Documentation

Document vehicle condition at intake to prevent disputes.

Vehicle walk-around completed documenting any pre-existing damage on RO?
Fuel level recorded on repair order?
NHTSA recall check completed for this VIN - any open recalls identified?
Vehicle maintenance history reviewed and any overdue services noted for customer review?
All dashboard warning lights noted and documented on RO at intake?
Tire condition visually noted at intake - low or worn tires flagged for mention during service?

Customer Complaint Documentation

Accurate complaint documentation enables technicians to reproduce and fix the issue.

Customer complaint recorded verbatim - not paraphrased?
Conditions when problem occurs documented (hot/cold, speed, load, turning)?
Frequency and reproducibility of complaint noted (constant, intermittent, once)?
Any prior repairs for same complaint documented on current RO?
Test drive with advisor or technician offered to customer to demonstrate or verify complaint?

Estimate and Customer Authorization

Obtain documented customer authorization before any work begins.

Written estimate provided to customer before any paid work begins?
Customer signature obtained on repair order authorizing work and acknowledging estimate?
Customer callback preference documented (phone, text, email) for approvals during service?
Multi-point vehicle health inspection authorized by customer?
Expected completion time and customer pickup communicated and documented?
Shuttle service or loaner vehicle arranged if vehicle requires extended service?

Warranty and Recall Handling

Identify warranty coverage and open recalls before write-up is complete.

Applicable warranty coverage verified (bumper-to-bumper, powertrain, CPO, extended) before estimate?
Any open recall repairs scheduled during this visit (at no charge to customer)?
8-year/80,000-mile emissions warranty checked for any emissions system complaints?
Technical Service Bulletins checked for any customer complaint topics?
Extended warranty or service contract coverage verified if customer claims coverage?

Write-Up Completion and Vehicle Flow

Finalize the write-up and move vehicle into service lane.

Repair order complete with all required fields, customer contact, VIN, and authorization?
Technician assigned to repair order and dispatched with vehicle keys and RO?
Vehicle keys tagged with RO number and secured appropriately?
Vehicle moved from service drive to appropriate service bay?
Follow-up communication plan established (update customer within committed timeframe)?
Copy of RO filed in customer contact system for CSI follow-up?
Customer copy of repair order provided at vehicle drop-off?

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Why Use This Service Drive Advisor Customer Write-Up Checklist?

This service drive advisor customer write-up checklist helps dealership / automotive service teams maintain compliance and operational excellence. Designed for service advisor / assistant service manager professionals, this checklist covers 29 critical inspection points across 5 sections. Recommended frequency: per customer vehicle check-in.

Ensures compliance with OEM Service Advisor Certification Standards, Magnuson-Moss Warranty Act Disclosure Requirements, FTC Used Car Rule / Repair Disclosure Standards, NHTSA Recall Lookup Compliance, Dealership CSI and Service Process Standards, UK FCA Consumer Protection in Financial Services, India Motor Vehicles Act Consumer Service Standards. Regulatory-aligned for audit readiness and inspection documentation.

Frequently Asked Questions

What does the Service Drive Advisor Customer Write-Up Checklist cover?

This checklist covers 29 inspection items across 5 sections: Vehicle Intake and Condition Documentation, Customer Complaint Documentation, Estimate and Customer Authorization, Warranty and Recall Handling, Write-Up Completion and Vehicle Flow. It is designed for dealership / automotive service operations and compliance.

How often should this checklist be completed?

This checklist should be completed per customer vehicle check-in. Each completion takes approximately 10-15 minutes.

Who should use this Service Drive Advisor Customer Write-Up Checklist?

This checklist is designed for Service Advisor / Assistant Service Manager professionals in the dealership / automotive service industry. It can be used for self-assessments, team audits, and regulatory compliance documentation.

Can I download this checklist as a PDF?

Yes, this checklist is available as a free PDF download. You can also use it digitally in the POPProbe mobile app for real-time data capture, photo documentation, and automatic reporting.