How Chevrolet Center Fixed Surcharging at the Counter

Chevrolet Center's in-person payment terminals were applying a surcharge customers were not seeing until after the transaction, leaving service advisors to absorb the fallout at the counter. With Kimoby Pay In-Person terminals, every customer now sees exactly what they are paying before they tap.

Results

Upfront disclosure

Customers see the surcharge before they choose a payment method.

No more debit/credit confusion

The terminal guides customers to the right payment rail.

Advisors out of the fee conversation

The service team stays focused on the vehicle and the relationship, not on explaining charges.

“You would charge them and they'd say, 'What's this extra money?' People were paying with their debit cards but hitting credit instead of debit. It was just a nightmare."

Clint Ambrose

Service Manager at Chevrolet Center

Chevrolet Center had enabled surcharging on their payment terminals, but the experience was not working as intended. The terminals did not clearly separate debit from credit at the point of selection, so customers who intended to pay by debit often ended up on the credit rail. They found out about the surcharge only after the transaction was complete.

There was no upfront disclosure either. That left service advisors in an impossible position: explaining a surprise charge to customers who had just paid a repair bill. In a department where every interaction shapes a CSI score, that is the wrong conversation to be having at the counter.

Chevrolet Center was already using Kimoby for their service lane. Adding Kimoby Pay In-Person terminals meant the payment experience could be rebuilt without replacing anything else.

Surcharge disclosed before the tap
The surcharge is presented to the customer before they select a payment method. There are no surprises at the end of the transaction, and service advisors are no longer the ones delivering bad news at checkout..

Debit and credit, clearly differentiated
The terminal flow makes the choice between debit and credit unambiguous, so customers land on the right rail the first time.

One surcharge policy across every payment channel
Whether customers pay by text link before pickup or at the terminal on the day, the same surcharge rules apply consistently. That makes end-of-day reconciliation clean and removes any discrepancy between what mobile and in-person customers are charged.