PACCAR Warranty Policy

1 · Purpose

This policy governs how this organization documents, qualifies, and recovers warranty value on Peterbilt vehicles and PACCAR powertrain repaired in our own shops. It exists for one reason: every dollar of warrantable failure that we repair in-house should be recovered from PACCAR, and none of it should be lost to weak paperwork or a missed deadline.

We operate as a PACCAR Direct Fleet. That status lets us perform and submit our own warranty repairs — but it also binds us to PACCAR's full Warranty Procedure Manual and to facility audit. This policy adopts PACCAR's evidence standard as our internal minimum and adds the controls a fleet needs that a dealer manual does not provide.

2 · Scope & Authority

2.1 · Covered

• All Peterbilt Class 8 day cabs and sleepers in our fleet with active PACCAR base or extended warranty coverage.
• Repairs performed at our owned facilities (California; Port Allen, LA) that we intend to submit for warranty credit.
• Bolt-on component repairs and driveline replacement (R&R). We do not perform internal engine repairs in-house — those route to a Peterbilt dealer (see §5).

2.2 · Controlling standard

The PACCAR Warranty Procedure Manual (current version, presently v2026.4) is the controlling external authority. Where this policy is silent, PACCAR's manual governs. Where this policy is stricter than PACCAR, this policy governs. We never apply a standard looser than PACCAR's.

2.3 · Not covered by this program

• Internal engine repairs of any kind — we do not perform engine-internal work in-house; these route to a Peterbilt dealer.
• PACCAR-designated major component repairs that PACCAR requires be performed by a Peterbilt dealer (see §5.2).
• Supplier/extended programs handled outside PACCAR (Thermo King, tires, Polar, etc.) — these follow the same framework but will be issued as separate policies.

3 · Eligibility Gates — What We May Claim In-House

Before any warranty repair begins, the job must clear four gates. If a gate fails, the repair is either routed to a Peterbilt dealer or absorbed as a non-warranty cost. These gates are checked by the technician/foreman at write-up and confirmed by the Warranty Manager.

4 · Deadlines — The Clock Is the Enemy

As a Direct Fleet, our hardest constraint is time. PACCAR will not accept a claim filed more than 45 days after the date of failure. That clock starts when the truck breaks — not when we finish fixing it. A unit that sits broken before it reaches our bay is already burning the window.

Internal targets are deliberately tighter than PACCAR's limits so a single processing delay does not blow the hard deadline. Missing the 45-day failure clock converts a recoverable repair into an absorbed loss; repeated misses are a performance issue, not an accident.

5 · Coverage & Component Routing

5.1 · Coverage tiers (day cab & sleeper, Class 8)

Two coverage layers apply. Both must be verified per VIN in PRWS before relying on them — extended terms vary by what was purchased on each unit.

• Basic / Standard coverage: the factory base warranty that comes with the truck — e.g., Standard Vehicle 12 mo / 100,000 mi; major vehicle components 36 mo / 300,000 mi.
• Extended coverage: the extended agreement we purchased — 5 years / 500,000 miles. It applies only to units it was bought on and only to the components it covers. Confirm per VIN in PRWS; do not assume.

5.2 · Component routing

6 · Prior Approval — Stop Before You Start

Certain repairs must be authorized before work begins. A Prior Approval (PA) or documented TCS365 case number must be on the claim at submission. A PA does not guarantee payment, but the absence of a required PA guarantees denial.

• Warranty PA: warrantable cab, hood, sleeper, sheet-metal or structural repair/replacement over $3,000 (parts + labor).
• Paint PA: paint repairs of 10+ labor hours — before pictures required.
• TCS365 diagnostic case (via escalation): when troubleshooting passes 3 hours with no clear path (8 hours with DTM involvement), the technician STOPS and escalates to their manager and the RDS team (Andrews Remote Diagnostic Support). Only a Manager, RDS, or Director may open the TCS365 case — the technician never opens it directly.
• Chassis modifications: require before-and-after photos and a documented TCS365 case number.

7 · Documentation Standard (Mandatory)

Every warranty repair carries a complete evidence package, assembled in the bay, before the claim is filed. The Field Procedure (1-5.1-P) is the how-to; this is the policy minimum.

8 · Roles & Responsibilities

9 · Records Retention & Audit

• All repair orders, claim copies, technician time/job cards, failed-part records, PM documentation, and sublet invoices are retained a minimum of 4 years after PACCAR pays the claim.
• As a Direct Fleet, our facilities and records are open to PACCAR audit during normal business hours with advance notice. We operate as if an audit could occur at any time — because it can.
• Failed parts are stored protected from deterioration. A part that arrives at PACCAR rusted, broken, or damaged from poor storage will cause the claim to be denied.

10 · Compliance & Enforcement

This is a controlled document. Compliance is measured, not assumed.

• Warranty recovery rate (warranty $ recovered ÷ warrantable $ repaired) is tracked monthly per location.
• Denied/charged-back claims are reviewed for root cause; documentation failures are corrected at the source (technician/foreman).
• Missed 45-day deadlines are reported as exceptions with the reason and the dollar value absorbed.

Revision History