Virginia law requires customer rights posters in service departments
...and VADA has free signage ready for you to download, customize (if you wish), and print.
Did you know that Virginia law requires every automobile repair facility to display a "Customer Rights" notice where vehicles are normally received for repairs?
Under the Virginia Automobile Repair Facilities Act, repair facilities must post a sign informing customers of several important rights, including their ability to request a written estimate, limitations on charges that exceed that estimate, the return of replaced parts and where complaints may be directed. The law specifies that the sign must be displayed in a conspicuous location and even establishes minimum lettering requirements for the heading and body text.
Specifically, the notice must inform customers that:
- They may receive a written estimate upon request.
- Repair charges may not exceed the written estimate by more than 10% without customer authorization.
- The dealership may disclose any conditions related to providing estimates, including diagnostic fees.
- Replaced parts will be offered for return, except for warranty, core-charge or trade-in parts that must be returned to the manufacturer or distributor.
- Complaints may be directed to the Office of the Attorney General.
To help members comply with this requirement, VADA makes customizable Customer Rights posters available for download. We have two versions available:
- The BLUE version includes space to disclose any conditions or charges for estimates. If you ever charge a customer for an estimate, use this version.
- The RED version does not include space to disclose information about estimate charges.
These should be printed as 11x17 signs in order to ensure the required font size per Virginia law.
If you have questions about compliance with the Automobile Repair Facilities Act or need assistance accessing the posters, please contact the VADA team.
