Lost Billable Labor and Parts from Poor Work-Order Capture on Rework

$30,000–$60,000 annually from underbilled rework, free warranty work that should have been charged, and cash-flow loss from dispute delays • $50,000–$120,000 per year • $50,000–$120,000 per year cumulative loss

Account managers and estimators maintain side lists of problem VINs or ROs in spreadsheets or notebooks, use email threads with the dealership to approve rework, and then rely on staff to ‘take care of it’ with minimal changes to the original work order. • Account managers keep parallel records in spreadsheets to satisfy audit requirements while the shop uses generic ROs without a distinct rework segment; discrepancies between these records are resolved manually or ignored if amounts seem small. • Account managers reconcile rental-fleet rework in spreadsheets or via adjustments on consolidated monthly invoices; individual ROs often lack explicit rework lines, and communication with rental companies happens through email and portal notes.