FAQ’s

Randy Shepard and Associates isn’t like other warranty claims processing companies—and experience is the difference. For 47 years, warranty claims processing has been the only service we provide. We don’t offer side services like training programs, printed materials, or conferences. Our focus has always been singular: mastering automotive warranty claims processing.

We manage the entire repair order lifecycle, from claim submission to payment collection. This end-to-end approach streamlines operations, reduces administrative burden, and ultimately increases dealership profitability.

Randy Shepard and Associates is a family-owned and operated company. Our reputation with manufacturers and dealerships across the United States is something we take a lot of pride in. We’ve built our reputation by doing things the right way—carefully, compliantly, and with real people behind every claim. We’re not a software platform or a startup; we’re a team of experienced professionals who review and process your claims. Our personnel are always available to talk, help, and assist whenever you need us—because our customers are like family, and we treat every claim, with the attention and care you deserve.

We believe real people make all the difference. That human touch is especially important for compliance, audits, and protecting your dealership long-term. While AI-based companies may submit claims faster, they often skip compliance reviews. Which could end up costing your dealership in the long run. Our team meticulously reviews every claim for manufacturer compliance, giving you peace of mind and support every step of the way.

Working with us is straightforward. We securely connect to your DMS and handle warranty processing remotely, operating as an extension of your team rather than a separate vendor. Nothing changes in your day-to-day workflow, and no original documents ever leave your dealership. Most dealerships already use electronic repair orders, which allow us to access everything we need digitally. If your operation still relies on paper repair orders, you can scan them to us daily or utilize our upload feature so documents can be shared securely and instantly.

No. Getting started with us is simple and cost-free. We do not charge any setup or onboarding fees.

Our pricing is designed to work for dealerships of all sizes. We process your warranty claims at a low, all-inclusive fixed rate—with no hidden fees, add-on packages, or tiered plans.

Once you’re on our program, your rate is locked in and will never increase, even if our costs do.

Percentage rates are based on factors like your manufacturer, DMS, and warranty parts and labor sales volume. In most cases, our rates are well below the industry average and often more cost-effective than handling claims in-house. When you work with us, you’re not just hiring a single processing person, you’re gaining a dedicated team focused on maximizing accuracy, efficiency, and reimbursement.

Importantly, dealerships are only invoiced for claims that are successfully paid by the manufacturer—we don’t get paid unless you do. Providing us with the necessary information allows us to deliver an accurate, customized rate. Our goal is simple: transparent pricing and a long-term partnership built on trust.

Yes. We offer discounted pricing for dealer groups and multi-location, multi-franchised operations.

No long-term contracts are required. Dealers may use our services for as long or as short a time as needed, with simple 30-day notice to terminate services.

We do ask that a general dealer agreement be signed. This agreement outlines what is required by the dealership to process warranty claims accurately and efficiently, and it clearly defines expectations on both sides to ensure complete satisfaction.

Getting started is quick and straightforward. Once we receive your signed agreement, most dealerships are fully up and running within just a few days.

Our team works closely with your IT department to establish the required DMS and manufacturer website access. After connections are completed and access is verified, you’ll receive clear, step-by-step instructions outlining how to begin submitting warranty claims to us daily.

We focus on processing claims quickly and accurately. Most complete claims are resolved within 24 hours, helping your dealership stay on track, keeping warranty cash flowing smoothly.

Claims are processed in the order they are received, with consideration given to dealership payroll days to ensure your operations stay aligned. As soon as a claim is received, it is immediately logged into our paperless tracking system by RO number and moves directly into the processing workflow.

To maintain fast turnaround, it’s important that claims are submitted daily. Processing times can vary depending on factors such as claim completeness, compliance, submission frequency, service management involvement, and timing when received. Regardless, our priority is always to handle every claim efficiently while maintaining the highest level of accuracy.

You will send the repair order to us in open status. You can send repair orders whether they include labor operations or not. The same flexibility applies to technician times—some dealerships prefer to pre-flag them, while others do not. We adapt to your dealership’s workflow to make the process as smooth as possible.

Yes. We can handle claims in your DMS according to your dealership’s preferences. If you prefer, we can close claims for you, or we can leave them open. The same flexibility applies to technician times—some dealerships like to pre-flag them, while others do not. We adapt to the way your dealership likes to operate.

Yes. Every claim we handle is carefully reviewed to ensure it meets manufacturer policies and compliance standards. This extra layer of oversight helps protect your dealership, reduces the risk of audits, and minimizes potential chargebacks. Our goal is to ensure claims are processed accurately based on the information you provide while working to keep your dealership out of audit jeopardy.

Handling direct communication with manufacturer service reps is the dealership’s responsibility. However, our team is always available to guide you, answer questions, and provide support to make the claims process as smooth and efficient as possible.

If your dealership is facing a manufacturer audit, we can provide support at no extra cost. Simply let us know in advance, and we’ll assist remotely in any way that helps your team navigate the process smoothly.

Once the audit is complete, we ask you provide us with the final audit report so we can review and help identify any discrepancies, address chargebacks, and provide guidance.

Our goal is to ensure your dealership collects every dollar you’re entitled to. For over 47 years we have been helping dealerships maximize their warranty revenue. We carefully review each claim based on your technicians’ notes and manufacturer requirements to maximize accurate reimbursements. Our focus is always on getting the full, correct payment for every claim, so your revenue is optimized without any unnecessary risk.

While our first-time claim rejection rate is very low, occasional rejections do occur. When a claim is rejected, we first review it to see if it can be corrected with the information already provided. If so, we make the necessary adjustments and resubmit it.

If additional documentation or input is required, your dedicated account representative will contact you directly to gather the needed information, ensuring the claim is quickly resubmitted and processed for payment.

Yes! We actively monitor trend reports and use the insights to advise your team as needed. Our goal is to help you identify patterns, address issues early, and optimize your warranty performance.

Absolutely. We have experience working with dealerships at any stage, including those with older or disorganized claims. Once you’re on the program, we can review both current and past claims, research outstanding items, and take the necessary steps to first time submit, resubmit or resolve any issues.

While we continue processing your daily claims without interruption, we systematically work through older claims, prioritizing those nearing overage first, so everything is addressed efficiently and nothing falls through the cracks.

Absolutely. Once you’re onboard, you’ll be assigned a dedicated account representative who will serve as your primary point of contact. They have a trained backup, so your daily claims continue smoothly even if your rep is out sick or on vacation.

Our management team is also always available to step in and assist as needed. Your account rep is there to answer questions, provide guidance, and ensure your warranty claims are handled efficiently every day.

We work with dealerships across the United States and have built a strong reputation for reliable, accurate warranty processing. We’re proud to provide a stellar list of business references upon request, and our services come highly recommended by manufacturer representatives and current customers.

Our customer portal gives you 24/7 access to track and view claims, review your return to dealer (RTD) reports, and access weekly invoices. This benefit can be available to anyone at your dealership who may need it. Making it easy for your team to stay informed. It’s a simple, convenient way to maintain control while we handle the details behind the scenes.

Yes! We employ a dedicated IT professional who can assist with computer configurations, software setup, and technical troubleshooting. All work is performed with strict privacy safeguards in place to ensure your dealership’s personal and sensitive information remains fully protected.

You can reach out to our Customer Service Manager, Kelly Watkins, anytime! Contact her by phone at 877-656-8900 ext. 239, email kwatkins@rsainc.com or through our online inquiry form. Kelly is always happy to answer your questions, guide you through the process, and help you get started with our warranty claims processing services, making you part of our family!