Is a text message “yes” enough?

It is better than a phone call because it is written and dated, but it is easy to lose in a thread and often doesn’t say what was approved. A link that shows the estimate and records the approval next to it is clearer.

Should I charge for the diagnosis before approval?

Many mechanics charge an inspection or diagnosis fee that is agreed before they start looking, then send the repair estimate for separate approval. Tell the customer up front either way.

What if the customer never answers?

Don’t start the work. Send one reminder, then call. Keep the job on a “waiting on customer” list so it doesn’t get forgotten.

How to get customer approval before you start a repair

Updated October 22, 2026 · For mobile and independent mechanics

Most arguments about a repair bill start before the work does. The customer said “go ahead” on the phone, the job grew, and now nobody agrees on what was approved. A short, written approval step fixes most of that, and it takes less time than the phone call it replaces.

This guide covers what a good approval request contains, how to send it so customers actually answer, and how to keep the record so you can point to it later.

Why a written approval matters

A verbal yes is hard to prove and easy to remember differently. A written one, even a reply to a link, shows what the customer saw, the price they saw, and when they agreed.

Many states also have rules about written estimates and authorization for auto repair, especially when the final bill goes over the estimate. The details vary, so check your state’s consumer protection or automotive repair rules. Either way, a dated written approval puts you in a much better spot than a phone call.

What to put in the approval request

Keep it short enough to read on a phone in a parking lot. A customer should be able to answer in under a minute.

The vehicle (year, make, model) so there’s no mix-up between cars in the same household.
What you found, in plain words: “front pads at 2mm, rotors scored.”
What you’ll replace and the parts total, including your markup.
Anything you are not doing, so it doesn’t get assumed later.
How to say yes, and what happens next: “Once you approve, I order parts and can be back Thursday.”

Send it in a way customers answer

Long text threads get buried. A single link that opens the estimate and has one clear approve button gets answered faster, and the answer is tied to the estimate instead of floating in a message history.

Send it while you are still with the vehicle if you can. A customer who gets the estimate 20 minutes after the inspection still remembers the conversation; one who gets it the next morning has to start over.

Finish the inspection and write down the parts and total.
Send the approval link by text or email.
If there is no answer in a couple of hours, send one reminder, then call.
Do not order parts until the approval is in.

When the job changes mid-repair

Seized bolts, a cracked hose next to the one you’re replacing, a part that turns out to be the wrong revision: jobs grow. Treat each change as a new approval rather than an update to the old one. Send the extra work and its price, wait for the yes, then continue.

It feels slower, but it is the step that keeps a $400 job from becoming a $900 dispute.

Keep the record

Whatever tool you use, make sure you can find the approval later: who approved, which vehicle, what total, and when. A screenshot in your camera roll is better than nothing; a list of jobs with their approval status is better still, because you can see at a glance which jobs are waiting on the customer.

Common questions

Is a text message “yes” enough?: It is better than a phone call because it is written and dated, but it is easy to lose in a thread and often doesn’t say what was approved. A link that shows the estimate and records the approval next to it is clearer.
Should I charge for the diagnosis before approval?: Many mechanics charge an inspection or diagnosis fee that is agreed before they start looking, then send the repair estimate for separate approval. Tell the customer up front either way.
What if the customer never answers?: Don’t start the work. Send one reminder, then call. Keep the job on a “waiting on customer” list so it doesn’t get forgotten.