"To help shops and motorists conclude their transactions with mutual smiles, the automotive maintenance and repair industry teamed up with consumer advocates and vehicle experts in the mid-1990s to create MAP," Hecker explains. MAP is a national, non-profit organization that helps consumers and automotive maintenance and repair facilities communicate better to prevent problems and dissatisfaction.

Is Your Favorite Shop MAP-Accredited?
MAP created an accreditation program to help shops prove they're serious about integrity, honesty, and good business practices. About 5,500 shops nationwide have successfully completed the rigorous and thorough application and screening process, earning them the right to post the distinctive MAP-accredited logo on their doors.

What MAP Accreditation Means to You
"MAP's accreditation program is really meant to help consumers and shops work cooperatively from the outset to prevent miscommunication or misunderstandings," Hecker says. "Accreditation means a shop takes its responsibilities extra seriously and commits to working through a specific set of steps with every customer. Ultimately, accreditation is a sign of a shop's day-to-day customer service values." Hecker says those include:

• Control: As the customer, you have control over what work is done on your car.
• Honesty: MAP-accredited shops have to be up front about the repairs your car needs, and their personnel must communicate fully and objectively. Nothing is hidden. These shops abide by MAP's Standards of Service and Pledge of Assurance to Customers...and they put it in writing.
• Thoroughness: Accredited shops use MAP's Uniform Inspection & Communication Standards (UI&CS) so you...and every customer...can see what automotive experts determined to be most appropriate for your safety and for your vehicle's reliability. The UI&CS show whether repair or replacement is "required" or "suggested."
• Quality & Customer Satisfaction: Accredited shops strive to leave you...and every customer...fully satisfied. If you are dissatisfied, however, the shop promises to provide dispute resolution services at no cost to you. It also must provide a 90 day/4000 mile minimum limited warranty.

Find a MAP-Accredited Shop
Visit MAP's Web site at www.motorist.org to find out if a MAP-accredited shop is located near you. While you're online, order a free copy of MAP's "How to Find Your Way Under the Hood and Around Your Car" brochure (or send a self-addressed, stamped envelope to MAP, 7101 Wisconsin Ave., Suite 1200, Bethesda, MD 20814). Questions? E-mail Hecker at map@motorist.org.

Mark Wright is a freelance writer based in Rockville, Maryland. Find details about his services at www.markwright.com. Copyright © 2003-2005 by Mark Wright Communications LLC. All rights reserved.

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