Iowa CNG FAQs

Here are some FAQs that we should all be aware of when it comes to IA CNG.

• CNG Payments taken via call center must be added to the Invoice notes section.

  

  
  

• Verify if client is mailing to the Address on File or to a different address.

  • If to Address on File - confirm address with client and verify through USPS Tool in CNG Form

  • If to different address - confirm address with client and verify through USPS Tool in CNG Form.

    • Offer to update address on file.

• Per IA SOP > Payment:

  • SHIPPING INFO: The Grimes office ships the devices to the clients; they are open M-F 8am-5pm. Shipments do not get sent out on the weekend or after 2 pm during the week. Please keep this in mind when telling a client when they will receive an expedited request.

  • Please refer to the Iowa SOP > Payment Tab for shipping timeframe

• AutoPay For Mail-to Clients

  • If a client is enrolling or re-enrolling into AutoPay more than 10 days before their next service date - only autopay needs to be enrolled, and a UTR CNG does not need to be submitted.

  • If a client is enrolling or re-enrolling into AutoPay in 10 days or less before their next service date (the device is in the Service Reminder period) - a UTR CNG must be submitted.

• Autopay via My Account - same rules above apply. Client should be contacting LS if enrolling in autopay within 10 days of their service date.

• Ensure to add the correct vehicle information to the UTR Request Form

Troubleshooting

 As with any other State, most of the time the client will have to wait until a shop opens the next business day.  But here are a few tips that the techs go over with the clients when they call the State office directly.

• Have the client unplug the handset for 10 min.  Do not tell them to unplug the battery.  This is a hard reset.

• Make sure the battery is fully charged, if the battery is less than 12 volts the device will not go from wait to blow.

• Moisture in the device is sometimes an issue, client needs to rotate their mouthpieces keeping them clean and dry.  They are dishwasher safe.

• If the client sees moisture in the windows of the lights on the device, have them take off the mouthpiece and tap the device on their pant leg to see if moisture comes out.

• If moisture comes out, the client should take the handset inside to dry out the device.

Interlock Exchanges

An interlock exchange ticket needs to be submitted if the client is not due for service and has not put the device into early recall. 

If the client is having issues with the device by not allowing the vehicle to start, this would need a ticket for an interlock exchange.

If the client has a wiring issue a new device shipped to the home will not help them, they will have to go to a service center to have the wiring checked.