Customer Service Policies & Warranty Information
Frank’s European Service is committed to clear communication, transparent inspections, high-quality repairs, and professional service. This page explains our customer authorizations, diagnostic process, service policies, warranty information, roadside assistance benefits, and related terms.
By approving an estimate, work order, repair order, diagnostic service, inspection, or repair electronically or in writing, the customer acknowledges and accepts the applicable policies listed below.
Last updated: June 2026
1. CUSTOMER AUTHORIZATION
By authorizing diagnostics, inspection, service, or repair, the customer authorizes Frank’s European Service and its employees to perform the approved work, obtain and install necessary materials, operate the vehicle, inspect the vehicle, and test drive the vehicle as reasonably necessary to diagnose concerns, verify repairs, complete inspections, perform readiness drive cycles, and confirm proper operation.
Electronic approval, text approval, email approval, phone authorization documented by Frank’s European Service, or approval through our digital systems may be used to authorize estimates, work orders, repair orders, recommendations, inspections, diagnostics, and repairs where permitted by law.
2. ELECTRONIC APPROVAL AND PAPERLESS AUTHORIZATION
Frank’s European Service conducts business using electronic communications, digital inspections, digital estimates, electronic approvals, and paperless authorization methods.
By approving an estimate, recommendation, work order, repair order, or service electronically, the customer agrees to conduct business with Frank’s European Service through electronic approval methods and acknowledges that such approval authorizes the work described.
3. DIAGNOSTIC PROCESS
Modern vehicles contain complex mechanical, electrical, computer-controlled, networked, and software-based systems. Diagnostic testing is performed in stages based on the concern, the systems involved, the information available at the time of testing, and the complexity of the failure.
Level 1 Diagnostic Testing
Level 1 diagnostic testing may include customer concern verification, interview information review, visual inspection, test drive if needed, full vehicle scan, basic component checks, service information review, and initial testing. Level 1 testing may identify the failure, identify a direction for further testing, or reveal that deeper testing is required.
Level 2 Diagnostic Testing
Level 2 diagnostic testing may be required when Level 1 testing indicates the need for disassembly, component access, wiring inspection, electrical tracing, additional test equipment, or more specific pinpoint testing. Additional authorization may be required before Level 2 testing begins.
Level 3 Diagnostic Testing
Level 3 diagnostic testing may be required for advanced, intermittent, multi-system, network, programming, coding, module communication, or system-level concerns. This may involve advanced scan tools, lab scope testing, programming procedures, manufacturer service information, technical support resources, and extended verification testing.
If additional diagnostic time or authorization is required beyond the initially approved testing, Frank’s European Service will communicate the findings, next steps, and additional charges before proceeding where applicable.
Diagnostic testing is intended to identify the most accurate repair direction possible based on the information available at the time of testing. Some vehicles may require staged repairs, retesting, or additional diagnosis after an initial failure is repaired.
4. ELECTRONIC MODULE AND PRE-EXISTING CONDITION DISCLOSURE
Modern European vehicles may contain dozens of electronic control modules, wiring networks, gateways, computers, sensors, actuators, and software-controlled systems. Some modules or components may have age-related deterioration, internal defects, water intrusion, corrosion, low-voltage damage, prior repair damage, aftermarket modification damage, known design limitations, intermittent faults, or latent failures that are not fully apparent until normal testing is performed.
During normal inspection, scan tool communication, module communication, battery support, programming, coding, testing, disassembly, electrical diagnosis, or road testing, pre-existing or latent conditions may become apparent or may result in the failure of a component that was already compromised or operating outside manufacturer specifications.
Frank’s European Service is not responsible for failures caused by pre-existing conditions, age-related deterioration, internal module limitations, prior damage, low-voltage events, corrosion, water intrusion, improper prior repairs, aftermarket modifications, lack of maintenance, or components already operating outside manufacturer specifications.
Such failures are not covered under our workmanship warranty unless specifically stated in writing.
Where applicable, Frank’s European Service may make a reasonable effort to identify known manufacturer warranty extensions, service campaigns, or coverage programs before recommending repair. Final eligibility for manufacturer coverage is determined by the manufacturer or dealer, not Frank’s European Service.
5. TEST DRIVE, DRIVE CYCLE, AND FUEL AUTHORIZATION
The customer authorizes Frank’s European Service and its employees to operate and test drive the vehicle on streets, highways, or elsewhere as reasonably necessary for inspection, diagnosis, repair verification, readiness monitor completion, drive cycle procedures, noise verification, drivability testing, quality control, and final repair confirmation.
Test drives may range from short local drives to extended drive cycles of 5 to 50+ miles depending on the concern, repair type, manufacturer requirements, readiness monitor requirements, or verification needed.
Fuel may be added when necessary to safely perform testing, complete drive cycles, verify repairs, or continue the diagnostic process. Fuel charges may be added when applicable.
Customers should notify their service advisor before authorization if there are any restrictions, limitations, or concerns regarding vehicle operation or test driving.
6. DIGITAL VEHICLE INSPECTION (DVI)
Frank’s European Service performs Digital Vehicle Inspections to provide transparency into the vehicle’s visible condition, technician observations, photographs, notes, and recommendations.
The DVI is intended to help customers understand what our team observes during inspection and make informed decisions about maintenance, repairs, safety items, and future service needs.
The DVI may include photos, notes, measurements, technician findings, service recommendations, condition ratings, and advisor communication. It is a transparency tool and should be reviewed carefully by the customer.
A DVI is not a guarantee that every possible present or future failure will be found. Inspection findings are based on the vehicle condition, system accessibility, symptoms, and information available at the time of inspection.
7. QUALITY CONTROL, REPAIR VERIFICATION, AND CLEANLINESS
Frank’s European Service may perform final repair verification, quality control inspections, post-repair testing, and final review before vehicle delivery.
Where applicable, a second team member or technician may review completed work, verify repairs, perform a final inspection, confirm cleanliness, and document the result.
As part of our customer experience process, eligible vehicles may receive a hand wash, interior vacuum, and window cleaning. This is a courtesy service and is not intended to replace a professional detail. Courtesy cleaning may be limited or declined based on vehicle condition, weather, timing, safety, or operational constraints.
8. 3-YEAR / 36,000-MILE NATIONWIDE WARRANTY
Qualifying repairs performed by Frank’s European Service are backed by a 3-year / 36,000-mile nationwide warranty on eligible new parts and labor, whichever occurs first.
Warranty coverage applies to the original purchaser and the specific vehicle identified on the original invoice. Warranty coverage is not transferable unless otherwise stated in writing.
Warranty coverage may vary depending on the part type, supplier warranty, manufacturer warranty, vehicle use, repair type, customer authorization, or special repair circumstances.
Commercial vehicles, vehicles used for ride-share, delivery, fleet, racing, off-road, or other commercial purposes may be excluded from the standard warranty or may carry different warranty terms.
Used parts, salvaged parts, customer-supplied parts, third-party supplied parts, and certain special-order components may be excluded from the standard warranty unless otherwise stated in writing.
9. WHAT IS NOT COVERED BY WARRANTY
Warranty coverage does not apply to failures or damage caused by abnormal use, misuse, neglect, accident, overheating, lack of lubrication, lack of maintenance, improper fluid use, contamination, corrosion, water intrusion, abuse, racing, off-road use, commercial use, unauthorized repairs, tampering, modifications, or conditions unrelated to the original repair.
Warranty coverage does not include normal wear and tear, maintenance items, unrelated failures, pre-existing conditions, customer-supplied parts, used or salvaged parts, or failures caused by components or systems not repaired by Frank’s European Service.
Warranty coverage does not include incidental, consequential, or secondary expenses, including but not limited to towing beyond covered benefits, rental vehicles, lost time, lost income, lodging, inconvenience, or other indirect damages, except where required by law.
Employees and agents of Frank’s European Service cannot modify warranty terms or make additional warranty promises unless those terms are approved and documented in writing.
10. ROADSIDE ASSISTANCE
Eligible qualifying repairs may include 12-month roadside assistance coverage.
Roadside assistance may include eligible services such as towing, lock-out service, flat tire changing assistance, fuel/oil/fluid/water delivery, and jump start assistance, subject to program limitations.
Roadside assistance is typically limited to the original purchaser and the specific vehicle identified on the original invoice.
Current roadside assistance service line to verify before publishing: 855-646-1425.
Current nationwide warranty assistance line to verify before publishing: 866-588-0728.
Roadside assistance may require the customer to call the designated service number before arranging service. Services obtained through another provider may not be reimbursed. Reimbursement limits, claim filing deadlines, and exclusions may apply.
Roadside assistance does not cover every expense. Examples of items that may not be covered include replacement keys, parts, lubricants, fluids, tire repair or replacement, non-emergency towing, accident-related towing, unattended vehicles, unauthorized providers, off-road service, impound-related towing, or services outside program guidelines.
Customers should contact Frank’s European Service or the designated program provider for current roadside assistance instructions.
11. AFTERMARKET WARRANTY, EXTENDED WARRANTY, AND THIRD-PARTY PAYMENT POLICIES
Frank’s European Service is not governed by any customer’s aftermarket warranty company, extended warranty company, vehicle service contract provider, insurance company, or third-party payer.
Aftermarket warranty companies may not cover the full cost of parts, labor, diagnosis, testing, teardown, shop supplies, environmental fees, taxes, programming, or other charges. Any amount not covered by the aftermarket warranty company or third-party payer remains the customer’s responsibility.
Frank’s European Service uses professional repair standards, quality parts, service information, and internal pricing methods to estimate and perform repairs. A third-party warranty company’s pricing limits, labor guides, part restrictions, or payment decisions do not determine the quality standard used by Frank’s European Service.
If an aftermarket warranty company, extended warranty company, or third-party payer supplies parts or requires used, non-OE, aftermarket, or alternative parts, those parts may not be covered by Frank’s European Service’s standard parts and labor warranty. Frank’s European Service’s responsibility may be limited to verifying that our workmanship was performed correctly.
Repairs paid by a third party may carry different warranty terms, such as 12 months / 12,000 miles, unless otherwise stated in writing.
12. CUSTOMER-SUPPLIED PARTS AND THIRD-PARTY SUPPLIED PARTS
Frank’s European Service generally recommends high-quality parts sourced through approved suppliers.
Customer-supplied parts, third-party supplied parts, used parts, salvaged parts, online marketplace parts, or parts supplied by an aftermarket warranty company may not qualify for Frank’s European Service’s standard parts and labor warranty.
If Frank’s European Service agrees to install a customer-supplied or third-party supplied part, warranty coverage may be limited to workmanship verification only and may not include the part, related failures, additional labor, programming, calibration, towing, or diagnostic time required due to part failure or incorrect fitment.
13. SPECIAL REPAIR DISCLAIMERS
Certain repairs may require repair-specific disclaimers, special authorization, limited warranty terms, or additional customer acknowledgment. Examples may include engine replacement, used engine installation, overheating repairs, electrical/module concerns, programming, aftermarket warranty claims, customer-supplied parts, high-mileage vehicles, vehicles with prior damage, or vehicles with known pre-existing concerns.
When a special repair disclaimer applies, the specific terms documented on the estimate, repair order, invoice, or signed authorization will control for that repair.
14. STORAGE POLICY
Vehicles not picked up within three (3) business days after notification of completion may be subject to a storage charge of $45.00 per day unless prior arrangements have been made with Frank’s European Service.
15. MECHANIC’S LIEN NOTICE
An express mechanic’s lien is acknowledged on the vehicle to secure payment for approved repairs, services, storage charges, diagnostic charges, materials, fees, and related amounts due.
16. VEHICLE CONTENTS, LOSS, OR DAMAGE
Frank’s European Service is not an insurer of the vehicle or articles left inside the vehicle.
Frank’s European Service is not responsible for loss or damage to the vehicle or items left in the vehicle caused by fire, theft, weather, vandalism, accident, acts of God, or other causes beyond our reasonable control.
Customers are encouraged to remove valuables, personal property, cash, electronics, firearms, medication, important documents, and other sensitive items before leaving the vehicle.
17. REMOVED PARTS
Customers may request that replaced parts be saved for inspection. Requests should be made before repairs are completed.
Some parts may not be available for return due to manufacturer warranty requirements, supplier core return requirements, hazardous material handling, legal restrictions, or disposal requirements.
18. FREQUENTLY ASKED QUESTIONS
Why might additional diagnostic charges be needed?
Some concerns cannot be fully diagnosed during initial testing. A Level 1 diagnostic may identify a direction but reveal that additional access, disassembly, wiring tracing, advanced testing, or system-level diagnosis is needed. When applicable, Frank’s European Service will explain the next step and request additional authorization before proceeding.
Why does my vehicle need to be test driven?
Many concerns only occur under real driving conditions. Test drives may be needed to duplicate symptoms, verify repairs, complete drive cycles, set readiness monitors, confirm safety, or complete quality control.
Can a module fail during normal testing?
Yes. A module or electronic component that is already internally degraded, affected by low voltage, water intrusion, corrosion, prior damage, or known design limitations may fail or become non-responsive during normal scan tool communication, programming, testing, inspection, or repair procedures. Frank’s European Service is not responsible for failures caused by pre-existing or latent conditions.
What if my aftermarket warranty company does not pay the full amount?
Any amount not paid by an aftermarket warranty company, extended warranty provider, insurance company, or third-party payer remains the customer’s responsibility.
Do customer-supplied parts have a warranty?
Customer-supplied parts, third-party supplied parts, used parts, salvaged parts, and parts supplied by an aftermarket warranty company may not qualify for Frank’s European Service’s standard warranty. Coverage may be limited to workmanship verification only.
How do I use roadside assistance?
Use the designated roadside assistance number provided on your invoice or warranty information. You may be required to call the provider before obtaining service. Reimbursement limits and claim submission deadlines may apply.
Can I get my old parts back?
Yes, if requested before repair completion and if the parts are not required for manufacturer warranty return, supplier core return, hazardous material handling, or other restrictions.