Key takeaways
- The repair order is the main record in a lemon law claim. Get one at drop-off and at pickup for every visit, including visits where nothing was fixed.
- A good repair order shows your complaint in your words, the date and mileage in, the date out, the diagnosis, any test drive and the work done.
- Some states require this. Florida's law requires an itemized repair order after each warranty visit that lists any test drive and its approximate length (Fla. Stat. § 681.103(4)), and Washington requires a similar statement (RCW 19.118.031(5)).
- Photos and videos help show a problem the shop couldn't reproduce. Film safely, with the date and odometer visible when you can.
- Keep a simple repair log. Count visits per defect and total days out of service.
On this page
Get a repair order every time your vehicle goes into the shop, at drop-off and at pickup, and keep every copy. Make sure it describes your complaint the way you said it, the dates and mileage, and what the technician did. Add your own photos, videos and a simple log. Together, these records show how many times you reported the defect and how long the vehicle sat.
Repair orders matter so much because they're written by the dealer, not by you. A manufacturer can argue with your memory. It has a harder time arguing with its own dealer's paperwork.
What should a repair order say?
It should say what you reported, when, at what mileage, what the shop did and when the vehicle was ready. Some states put these items into law.
Florida requires the manufacturer, through its authorized service agent, to give you an itemized repair order each time the vehicle comes back from a warranty exam or repair (Fla. Stat. § 681.103(4)). Washington requires the dealer to give a similar statement (RCW 19.118.031(5)). Here's what each requires:
| Item on the repair order | Florida § 681.103(4) | Washington RCW 19.118.031(5) |
|---|---|---|
| Any test drive, and its approximate length | Yes | Not listed |
| Any diagnosis made | Yes | Yes |
| All work performed, including parts and labor | Yes | Yes |
| The problem you reported, or the defect identified | Yes | Yes |
| Date and odometer reading at drop-off | Yes | Yes |
| Date the work was done or the vehicle was ready | Yes | Yes |
Even if your state has no rule like this, ask for the same items. They're the facts any lemon law claim needs.
What your complaint line should look like
The complaint line is the most important sentence on the repair order. It's what ties each visit to the same defect.
- Weak: "Check noise."
- Better: "Customer states loud clunk from front end when turning left at low speed. Happens daily. Started at 3,200 miles. Third visit for this concern."
Read the complaint line before you sign the drop-off copy. If it doesn't match what you said, ask the service advisor to fix it. Our guide on what to say at the dealership has more examples.
How do I get copies of every repair order?
Ask at both ends of the visit, and don't leave without one. Two copies per visit is the goal.
- At drop-off, ask for a copy of the opening repair order showing your complaint, the date and the mileage.
- At pickup, ask for the closed repair order showing the diagnosis, the work and the completion date.
- When nothing was done, still ask for the closed repair order. A "no problem found" visit is still a visit.
- If they email it, save the PDF in your folder that day.
- If they refuse, ask by email and keep the message. Note the date and the name of the person you asked.
Check each copy for the dates and mileage. A missing date out can make a long repair look short.
How should I use photos and video?
Use them to show what the shop may not see. Many defects come and go, and a short clip can show a technician exactly what you mean.
- Film safely. Pull over first, or have a passenger hold the phone. Don't film while driving.
- Show context. Get the warning light or screen and the odometer in the same shot when you can.
- Record sound. Noises, rattles and grinding are easier to show than to describe.
- Keep originals. Original files carry the date and often the location. Don't edit or compress them.
- Label them. Name each file with the date and a few words, like "2026-11-02 shudder 40 mph."
- Bring them. Show the service advisor and ask that the repair order note you showed a video.
Screenshots help too. Save warning messages, app alerts and any texts or emails with the dealer or the manufacturer.
Questions about your vehicle's repair history?
Tell us what has happened with your vehicle. A member of our team will look at your dates and repair orders with you. Reaching out does not create an attorney-client relationship.
What should my repair log include?
A repair log is your own summary of every visit, built from the repair orders. It lets you, or a lawyer, see the whole history on one page.
Copy this table into a spreadsheet or print it:
| Visit # | Date in | Date out | Days out of service | Mileage in | Dealer and RO number | Complaint (as written on RO) | What the shop did | Fixed? | Notes |
|---|---|---|---|---|---|---|---|---|---|
| 1 | |||||||||
| 2 | |||||||||
| 3 | |||||||||
| 4 |
Tips for the log:
- Fill it in from the repair order, not from memory.
- Use one row per visit. If one visit covered two defects, note both.
- Keep a running total of days out of service for each defect and for all defects together.
- In the notes column, record loaner or rental cars, towing, parts delays and anyone you spoke with.
- Add a row for each written notice you send to the manufacturer, with the date and how you sent it. See notice to the manufacturer.
What else should go in my file?
Everything that shows the vehicle's history and your efforts to get it fixed. Keep it all in one folder, paper or digital.
- Purchase or lease contract, buyer's order and window sticker
- Warranty booklet and any extended service contract
- All repair orders, drop-off and pickup copies
- Your repair log
- Maintenance receipts with dates and mileage
- Photos, videos and screenshots
- Letters and emails to and from the dealer and the manufacturer
- Recall notices and recall repair orders
- Towing and rental receipts
Maintenance receipts matter more than people expect. Under federal law, a warrantor offering a full warranty doesn't owe repairs for damage caused by unreasonable use, and failing to provide reasonable and necessary maintenance counts as unreasonable use (15 U.S.C. § 2304(c)). Receipts answer that argument before it starts.
How do these records get used?
They show the pattern. Most lemon laws ask how many times a defect was repaired, how long the vehicle was out of service, and whether the manufacturer had a fair chance to fix it.
Your repair orders and log answer those questions directly. For how states tend to count attempts and days, see repair attempts. For time limits, see lemon law deadlines. And if you're still early in the process, the new car problems checklist walks you through each step.
Frequently asked questions
What is a repair order?
A repair order, often called an RO, is the document a dealer's service department opens when your vehicle comes in. It records your complaint, the vehicle's mileage, what the technician found and what work was done. When the work is under warranty, you may not pay anything, but you should still get a copy. In a lemon law claim, repair orders are the main proof of how many times you reported a defect and how long the vehicle was out of service.
What should the repair order say?
At minimum: your complaint in your own words, the date and mileage when you dropped it off, the date it was ready, what the technician tested and found, and what parts and labor were used. Florida's law spells this out. After each warranty visit, the dealer must give an itemized statement showing any test drive and its approximate length, any diagnosis, all work performed, the problem you reported, the date and odometer reading at drop-off, and the date the work was done.
The dealer won't give me a copy of the repair order. What can I do?
Ask in writing, by email, and keep the message. If your state requires dealers to provide one, mention it politely. Florida and Washington both do. You can also ask the manufacturer's customer service line whether it can send you its record of the warranty visit. Don't leave the dealership without at least a copy of the opening repair order with your complaint on it. If a dealer keeps refusing, write down each time you asked, the date and the person's name.
The repair order says 'could not duplicate.' Does that hurt my claim?
Not necessarily. A 'could not duplicate' visit still shows you reported the defect on a specific date and mileage. The problem is a repair order that doesn't describe what the technician actually tried. Ask the shop to note what tests were run and whether a test drive was done, and for how long. Florida requires the test drive and its approximate length on the repair order. Bring photos or videos of the problem so the technician knows what to look for.
Should I take photos and videos of my car's problem?
Yes, as long as you do it safely. Pull over or have a passenger film. Try to show the symptom, a warning message, and the odometer or the date in the same shot. Keep the original files, because they carry date and location data. Short clips of a noise, a vibration, a screen freezing or a warning light can show a technician what to look for. They can also back up your account if the shop says it couldn't reproduce the problem.
How do I count days out of service?
Count every calendar day the vehicle was at the repair shop for warranty work, from the day you dropped it off to the day it was ready to pick up. Use the dates on the repair orders, not your memory. Keep a running total for each defect and for all defects together, because states count these differently and over different time periods. Your state's page explains its own rule, so check it before you rely on a total.
About the author
Gregory R. Jacobs, Attorney
Gregory R. Jacobs is a Texas-licensed attorney (State Bar of Texas No. 10517300, licensed 1980) and the responsible attorney for SkyRidge Law P.C.