This article helps customers understand their responsibilities, billing expectations, and how to manage maintenance approvals to ensure transparency and control over vehicle service costs. It outlines how preventive maintenance (PM) service is structured within the Ryder Select Care program, including what is covered, what is excluded, and how additional repairs are billed. It also explains key processes such as maintenance billing methods, estimate approvals through Bill From Estimate (BFE), and policies related to substitute vehicles and non-Ryder vehicles. 
 

Ryder Select Care - Preventive Maintenance

Ryder will invoice the cost for repairs not included in the PM service. These repairs will be billed on a transactional basis at an hourly labor rate for the first year and the cost of parts at their National Fleet Pricing, including but not limited to the following:

• All repairs and services to the vehicles are not covered in PM
• All wearable parts
• Emergency Road Service
• Unscheduled maintenance
• Driver Abuse and Negligence
• Tires, brakes & other vehicle components

PEG Maintenance Billing

PEG Maintenance Billing is defined as a contractual agreement between Ryder and the customer that compares actual maintenance expenses incurred for the customer’s vehicles during a settlement period. Billing can be set up as monthly (most frequently used), quarterly, semi-annual, or annual. 

Bill from Estimate (BFE)

Bill From Estimate (BFE) obtains documented approval for repairs from you, the customer. When using BFE, Ryder will send you an email with a link to review. The email will contain detailed customer information, a review estimate link, an estimate, and technical support. Ryder generates an estimate via email, sending you a link for review. The email contains detailed customer information, the review estimate link, estimate support, and technical support.

• Estimate Details: The estimate approval screen will provide the estimate amount, links for approval/rejection, and the ability to update the PO and invoice details via a PDF link.
• Estimate Approvals: Once approved, the system prompts you for your name as the approver. If you require POs, you may enter the PO number at the same time you are approving the estimate, or the shop will request it after the repair is complete. You will receive a confirmation of the approval being submitted. Ryder receives notification your estimate has been approved.
• Estimate Rejection: If an item is rejected, you will be asked for the reject group, details, and confirmation. Rejected items require acknowledgment by clicking the verification box and the Send Feedback button. 
• Error Message: An email is opened for an estimate that has been updated, and there is a more recent version available. If Ryder manually approves an estimate based on a verbal approval prior to you opening the approval email, then you will receive the error message below.
• Service PO Required: A message you will see when Ryder needs a PO after service is performed.

The standard setup for BFE has an auto-approval threshold of $500.00. If you want to change the threshold and/or require a PO format, please complete the attached setup form and return it to your account manager. Note: BFE excludes all damage charges (957) incurred by the customer. Charges for damages will be automatically approved and billed without advanced customer approval. The benefits of BFE include:

• Improves invoice delivery time. Once the estimate is approved and the repair is completed, the invoice is generated. 
• Provides more visibility of detailed work (e.g., you can view more details on your complaint, the cause and the corrections)
• Requires customer approval before work starts
• Ensures estimate matches Invoice
• Provides an alternate pre-approving method for truck repairs
• Provides more approval/reject flexibility to your process

Ryder Substitute Vehicles 

If a mechanical failure renders a Vehicle temporarily inoperable, Ryder agrees to supply the Customer with a vehicle at no extra cost except for miles, fuel, and other variable charges.

• Substitute Vehicles will be from Ryder's rental Fleet and, subject to availability, similar in size and capacity to the inoperable Vehicle.
• Ryder shall provide the Substitute Vehicle where the Vehicle was disabled, and the Customer shall return it to the facility that provided it within a reasonable time after Ryder notifies Customer that the Vehicle is ready for pickup, after which time rental rates will apply.
• Ryder will not furnish a Substitute Vehicle for any Vehicle that is out of service for preventive maintenance, due to driver abuse, or for repair of Physical Damage resulting from any cause, including fire, collision, upset, vandalism, or an Act of God.
• Ryder does not provide substitute vehicles for preventative maintenance service inspections.

Non-Ryder Vehicles (NRV)

• Non-Ryder vehicles (NRVs) are vehicles that are not owned by Ryder; rather, they are owned by a customer.
• When Repair Orders and Fuel tickets are created for non-Ryder vehicles that are NOT in the NRV database, Ryder cannot properly bill the customer.
• There are two ways to get customer-owned vehicles added to the NRV database:
• Added at the shop through the Non-Ryder Vehicle (NRV) screen in SMO. Upon admission, the SSC needs to confirm information.
• Open Service Now Ticket search for Non Ryder Vehicles.
• Customer-owned vehicles on the NRV database should be 5 digits or less and no alpha characters. This prevents billing errors with Ryder 6-digit vehicles. If the Customer-owned vehicle does not have a vehicle number, the last 5 digits of the VIN can be used.

For questions related to BFE and NRV, or any maintenance inquiries, please contact NOW@ryder.com.

Common Questions