FREQUENTLY ASKED QUESTIONS
Table of Contents
Please click on a topic below to view answers to its corresponding FAQs.
To return to this page, click the Mike Albert logo in the upper right corner of any FAQ.
Maintenance Management …………………………………………………………………………………………2
Recall Procedures…………………………………………………………………………………………………..………3
Vehicle Registration Renewal……………………………………………………………………………………
Vehicle Registration Renewal: AutoTag Program…………………………………………….
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Maintenance Management
Frequently Asked Questions
If your company has enrolled you in the Mike Albert Maintenance Management program, below are answers to a
few FAQs you may find helpful as you get started.
I’m new to the program and need my vehicle serviced. What do I do?
Welcome to Mike Albert’s Maintenance Management program. Please contact us at 800-886-5828 and we will be
happy to provide you with a full list of in-network repair facilities.
Can I use my local repair facility or dealer for all my services?
First, contact Mike Albert to determine whether the facility is inside or outside of our network. If your repair facility is
inside our network, MAFS will work with them to ensure the best pricing attainable. If your repair facility is outside of
our network there is usually an out-of-network fee for services.
Can my local repair facility be added to your network?
Yes. Let us know if you have a particular facility you would like added to our network. We will contact that facility to
invite them to join the MAFS network.
What should I do if my vehicle breaks down while Mike Albert is closed?
Not to worry. When your company enrolls in our Emergency Roadside Assistance (ERA) Program, you have access to
24-hour Emergency Roadside Assistance. Just call 800-886-5828.
How do I go about getting a rental vehicle while my car is in the shop?
If your company selected to be part of our Rental Assistance Program, you may secure a rental vehicle through our
maintenance department by calling 800-886-5828.
What should I do if I lose my coupon book?
Contact Mike Albert and we can send a replacement book for a small fee.
I just had my oil changed recently but I received a notice that I am past due. Why is that?
Our system receives a trigger to send or not to send a past due notice based on the billing system of service providers.
Occasionally, service providers experience billing delays, in which case our system does not receive the trigger right
away.
Why am I paying more at Jiffy Lube than some other places? Aren’t the prices standard?
Jiffy Lube charges a higher price for quick lane service, which ensures service times of 30 minutes or less. The Jiffy
Lube locations that participate in the National Account Pricing (NAP) program have set standard pricing for specific
regions throughout the country. Not all franchises participate in the Jiffy Lube NAP program.
For questions or additional information, please contact
Mike Albert at 1-800-886-5828 or visit our website at www.mikealbert.com
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Motor Vehicle Safety Defects & Recalls
Frequently Asked Questions
Q. I heard about a recall in the news and I think my vehicle may have a defect. What do I need to do?
If there is ever a recall, the manufacturers and/or Mike Albert will directly notify the driver of record for that specific
VIN, by US mail, informing you of the situation and the necessary next steps. If you receive a notice, follow the
instructions on that notice. In order to get more information on a recall, you may also go to the Mike Albert website
industry links page. You will find links to the National Highway Traffic Safety Administration Vehicle Safety (NHTSA)
website and to each manufacturer’s website: http://www.mikealbert.com/news-resources/industry-links
Q. I have concerns that my fleet vehicle currently has a safety-related issue. What should I do?
If you do not receive a letter of notification from the vehicle manufacturer but still have concerns that your vehicle
might be involved in a recall campaign/safety-related issue, you may call the Vehicle Safety Hotline at 888-327-4236
or 800-424-9393, or visit the NHTSA www.safercar.gov Web site. You may also contact our Mike Albert Fleet Solutions
maintenance at 1-800-886-2086 or [email protected].
Q. How will I be notified if a recall is ordered or initiated?
Within a reasonable time after the determination of a safety defect or noncompliance, manufacturers must notify,
by first-class mail, all registered owners and purchasers of the affected vehicles of the existence of the problem and
give an evaluation of its risk to motor vehicle safety. The manufacturer must explain to consumers the potential safety
hazards presented by the problem. Names of vehicle owners are obtained from State motor vehicle offices. The letter
must also instruct consumers on how to get the problem corrected, remind them that corrections are to be made at
no charge, inform them when the remedy will be available, how long the remedy will take to perform, and whom to
contact if there is a problem in obtaining the free recall work. If you do not receive a letter of notification from the
vehicle manufacturer but think that your vehicle might be involved in a recall campaign, call the Vehicle Safety Hotline
at 888-327-4236 or 800-424-9393, visit the NHTSA www.safercar.gov Web site, contact the manufacturer, or your
dealer.
Q. Who are recall notifications sent to?
Recalls are sent to the “owner of record.” In the majority of retail sales the owner of record is generally the primary
driver but can also be the Fleet itself, a financial institution, or your Fleet Management Company lessor: Mike Albert
Fleet Solutions, with a different driver of record (the person identified by the fleet company as the primary driver of
a specific vehicle). In most cases, the manufacturer attempts to notify the “driver of record” on behalf of the Fleet
Company, however, your Mike Albert team will notify you regardless.
For questions or additional information, please contact
Mike Albert at 1-800-886-5828 or visit our website at www.mikealbert.com
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Motor Vehicle Safety Defects & Recalls
Q. When is a recall necessary?
1. When a motor vehicle or item of motor vehicle equipment (including tires) does not comply with a Federal
Motor Vehicle Safety Standard.
2. When there is a safety-related defect in the vehicle or equipment.
Q. Do manufacturers ever initiate recalls without a government order?
Yes. Most decisions to conduct a recall and remedy a safety defect are made voluntarily by manufacturers prior to
any involvement by NHTSA. Through their own tests, inspection procedures, and information-gathering systems,
manufacturers often discover that a safety defect exists or that the requirements of a Federal safety standard have
not been met. The manufacturer is obligated to report such findings to the Government and take appropriate action
to correct the problem.
Q. How are problems with recalled vehicles or equipment remedied?
Once a safety-defect determination is made, the law gives the manufacturer three options for correcting the defect:
1. Repair the vehicle at no charge
2. Replace the vehicle with an identical or similar vehicle; or
3. Refund the purchase price in full, minus a reasonable allowance for depreciation.
In the case of equipment, including tires, the manufacturer may either repair or replace the affected equipment at no
charge to the consumer.
Q. If I pay for needed repairs before a recall is ordered, am I entitled to reimbursement?
Yes, under certain conditions. Manufacturers are required to provide reimbursement for certain costs incurred by
owners to remedy safety defect conditions prior to a recall. Vehicle manufacturers are required to reimburse owners
for costs incurred to remedy a defect based on either
1. The date NHTSA opens its Engineering Analysis, or
2. One year prior to the manufacturer’s notification of a defect to NHTSA, whichever is earlier.
The closing date of eligibility for reimbursement of repair of a motor vehicle is 10 days after the manufacturer mails
the last of the owner notices informing owners of a safety defect recall and cost-free remedy. For replacement of
equipment, the closing date is either the same as for motor vehicles or 30 days after the manufacturer’s closing of its
efforts to provide public notice of the existence of a defect, whichever is later. Documentation of the costs is required
for reimbursement.
Q. My vehicle is currently on order. How is my Order to Delivery impacted?
The Original Equipment Manufacturers (OEMs) typically continue building vehicles through their normal Order to
Delivery (OTD) process, and will hold the vehicle until there is a remedy or parts to complete the “fix”. We will contact
you when we can verify that delivery has resumed as well as confirm projected arrival dates.
For questions or additional information, please contact
Mike Albert at 1-800-886-5828 or visit our website at www.mikealbert.com
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Motor Vehicle Safety Defects & Recalls
Q. A recall has delayed my vehicle delivery and I have an immediate need for an alternative vehicle. What is my
next best alternative?
If you need help finding an alternative short-term vehicle due to the manufacturer’s recall, Mike Albert will assist you
in finding the best alternative for your business. If incurred, rental fees will be processed on your company’s fleet bill.
Recall Notification Process
1. Manufacturers generate VIN, customer name, and address lists for applicable recall notices from the owner,
driver name, and address system databases.
2. A copy of the recall notice with all relevant VINs is mailed to the driver on record, or Mike Albert.
3. The manufacturer and/or Mike Albert Fleet Solutions will mail a recall notice to each owner and/or driver
of record as reflected in the owner/driver name & address database. If driver information is not available, the
recall notice is mailed directly to the Fleet owner/company that the manufacturer shows as having possession
of the vehicle. It will then be up to the Fleet owner to notify the driver of any recalls for the vehicle.
Recall Inquiry Tools:
Mike Albert Fleet Solutions Industry Links: http://www.mikealbert.com/news-resources/industry-links
Mike Albert Fleet Solutions also links directly to the NHTSA Recall Information
In order to get more information on a recall, you may also contact the National Highway Traffic Safety
Administration Vehicle Safety Hotline at 1-888-327-4236, or go to www.safecar.gov
Resource: “Motor Vehicle Safety Defects and Recalls: What Every Vehicle Owner Should Know.” http://www-odi.
nhtsa.dot.gov/recalls/documents/MVDefectsandRecalls.pdf. U.S. Department of Transportation, National Highway
Traffic Safety Administration, n.d. Web. 27 Mar. 2014.
For questions or additional information, please contact
Mike Albert at 1-800-886-5828 or visit our website at www.mikealbert.com
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Vehicle Registration Renewal
Frequently Asked Questions
If your company has not enrolled you in the Mike Albert AutoTag program (our vehicle registration auto-renewal
program), below are answers to a few FAQs you may find helpful as you get started.
I just received a renewal notice from my state Bureau of Motor Vehicles. What should I do?
Follow the instructions on your registration renewal notice. Most states will allow you to renew online. In some cases,
you must visit your local DMV or county office to renew your license plates/registration.
What should I do if my current registration is about to expire and I have not received a renewed registration?
Contact the office where you renewed your license plates/registration. They will be able to give you the status on your
renewal and the address where it may have been mailed. Mike Albert can apply for a replacement sticker on your
behalf for an additional service fee.
I recently moved. Will my new registration be sent to my new address?
If you did not update your mailing address with your state or county DMV office, your renewal may have been sent
to an invalid address. Please contact your state or county DMV office to find out how to get a replacement sticker/
registration.
If the address on my registration belongs to Mike Albert, how will I receive my registration renewal notice? If Mike
Albert receives the renewal notice for your vehicle, we will forward it to the title and license contact for your company
via USPS.
How soon will I receive a power of attorney to renew my registration? Mike Albert will process a reminder letter
with a power of attorney and send to the title and license contact for your company at least 60 days in advance of your
expiration.
What if I don’t receive the renewal reminder and power of attorney from Mike Albert? If you have moved, please
make sure to notify your fleet administrator as quickly as possible so Mike Albert can update your address record.
Contact your client support specialist with any questions or for a new power of attorney.
Thinking about enrolling in the AutoTag program?
Contact your client support specialist or our contact center at 1-800-886-5828 to learn more about the
program and the benefits associated with enrollment.
For questions or additional information, please contact
Mike Albert at 1-800-886-5828 or visit our website at www.mikealbert.com
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Vehicle Registration Renewal:
AutoTag Program
Frequently Asked Questions
If your company has enrolled you in the Mike Albert AutoTag program (vehicle registration auto-renewal program),
below are answers to a few FAQs you may find helpful as you get started.
I just received a renewal notice from my state Bureau of Motor Vehicles. What should I do?
If you are enrolled in the AutoTag program, you can disregard these notices, unless your vehicle is registered in the
state of CT. You can view the current status of your registration renewal on our Customer Access website at
www.mikealbert.com. If you do not have access to our website, please contact your Fleet Administrator. If at any time
you have any questions, please contact us at [email protected] or via phone at 1-800-886-5828.
What should I do if my current registration is about to expire and I have not received a renewed registration?
If your registration has expired or will expire within 7 days and you are enrolled in AutoTag, please contact us at
[email protected] or via phone at 1-800-886-5828. You can view the current status of your
registration renewal on our Customer Access website at www.mikealbert.com. If you do not have access to our
website, please contact your Fleet Administrator.
I recently moved. Will my new registration be sent to my new address?
It is important to notify your Fleet Administrator as soon as you know your new address so he/she can relay the
information directly to Mike Albert to ensure registration is sent to the corrected address.
I have been asked to complete an inspection. What should I do?
You should complete the inspection as quickly as possible and send requested paperwork to us at
[email protected] or via fax at 1-513-956-2822. Note: any delay in completing requested inspections
and providing us with the paperwork could result in additional charges.
The AutoTag system works in four stages, keeping you informed at every step:
For questions or additional information, please contact
Mike Albert at 1-800-886-5828 or visit our website at www.mikealbert.com
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