Monitech FAQs

Here are some really helpful questions that have been asked and I got the answer! Select the arrow on the left by the questions to reveal the answer.

Correct extension procedures (4031), late fees, how to charge the appropriate fees for when we do extend, are we to charge for the override and the missed appointment? We should be charging the client both the missed appointment fee and the override. If they can't pay both then we should not be giving them a code.

Answer: We should be charging the client both the missed appointment fee and the override. If they can't pay both then we should not be giving them a code.

Scheduling an appointment correctly after a client has missed an appointment for monitor or payments.

Answer: We only need to provide the override code if the client missed the appointment and is going beyond the three grace days. If they are not beyond the three grace days just get the client scheduled and they can drive without a code.

How can we quote the client their monthly fees? Or would the service center need to take care of this?

Answer: You would need expertise to explain invoices to clients and most agents cannot view the reports to give detailed information. The best option would be to have the client go in and speak with a technician or reach out to Gary via email.

For Service calls we should email Gary first for approval and then call the client back to schedule and collect the $90?

Answer: Before scheduling we should be reaching out to Gary. Not every service center can go out for mobile service. Once an email is sent, Gary will respond and CC the tech and the tech will reach out the client. If it's a service call for removal collect the fee on the call. If it's a possible device error the tech needs to inspect the vehicle and then collect money if it is not a device error.

When we see AWOL, if it's only been less than a week, we would get the client rescheduled as soon as possible and provide an override code setting the lockout date for the day after the appointment?

Answer: Correct. It depends on what location they are going to but getting serviced as soon as possible is best.

If the client has been AWOL for more than two weeks we shouldn't schedule and advise the client to reach out the NC DMV?

Answer: They need to tow the vehicle into the service center if they are over two weeks. If they are AWOL over a month the device is manually removed from the account and Gary notifies the DMV.

When a client hasn’t paid for months how do we quote how much they owe? For example, if they were in prison.

Answer: Tell the client to tow the vehicle is to either remove or to get serviced. Anything over a month the device is already removed from the account and the rep cannot give an override code. Let the technician quote the client because they have to get in contact with Gary to make sure the proper amount is collected.

When should agents be reaching out to NC admin? For example, supervisor request.

Answer: An email should be sent to NC admin and Gary will determine if a callback is needed. Not every supervisor request requires a call back.

Since the Monitech chat is not always covered for agents to reach out and get responses, are agents allowed to make a judgement call on when we can waive a fee for a non-failed code. I do know for fails the clients have to pay all the fees but, if it's for a missed test for example, can we make a judgement call on that?

Answer: We should be charging the client for the code and once they come into the service center the technician will review the logs and if it's something going on with the device then Gary will be contacted and can provide a credit.

For installs, if a bay is showing 10am and 1 pm can we schedule for either of those times or does it have to be at the first slot at 10am?

Answer: Either time slot can be scheduled. Install appointments can be schedule at other times also if needed. If there is not a Monitor service within the two hours an appointment time, other than 10 am or 1 pm, in the system will become available.

Whenever the client reschedules appt even if it's for the same day just a different time do we charge the missed appointment fee for that?

Answer: If the client calls the same day of the appointment just reschedule and do not charge.

How many times can a client pay for an extension? 

Answer: Clients should only be paying for an extension one time after missing the appointment. No more than two weeks out from the original appointment. Anything after two weeks the client will be considered AWOL.

Is there a way to view the invoices for service outside of the transaction window in Mims?

Answer: Agents in the call center will not be able to see the invoices. Reach out to Gary via email and he can break it down. The agent should call the client back once they receive the break down from Gary. If the client wants further information they need to go to the service center.

What procedure should be followed for recall codes that are not on the list?

Answer: If the recall code is not on the list, they can send a chat or email to Gary to figure out what to do next. Most times it may be a unit issue and the device may need replacement via tow in or service call.

Should agents be calling technicians to ask if a same day appointment can be scheduled or just send the email through Mims?

Answer: For any same day appointment just send an email through Mims or email the tech on the schedule but you are not looking for approval when you are reaching out. This is just to notify the technician that a service has been scheduled.

What if a client states that they need to get work done on the vehicle?

two weeks the client should bring the vehicle to get the device removed. They can get the work done and come back for a reinstatement. Ask the client how long they believe that the work will take before they get this done. Remember we don't want the client to become AWOL from missing the Monitor or Payment appointment.

When are monitoring fees added to the account?

Answer: Monitoring fees are added automatically two weeks after the client's last Monitor service.

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