Maine Municipal Tax Collectors' & Treasurers' Association
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Posted by David Little, Bangor, October 4, 2010:

As a result of cut backs in our staff level we are thinking about no longer providing excise tax quotes over the phone.  Stopping a service that has been provided for many years will not be popular so before I approach my Council with the request I was wondering who else does or does not give out verbal excise quotes over the phone. If you do not – do you provide any other method customers to estimate their excise tax?

Responses: We do not do new reg quotes over the phone and just apologize.  We will look up a re re reg since it is already in the computer/Trio.  I do know the City of Bath will not do either.  (Lisa Wallace, Phippsburg)

In Acton , we do not quote new registrations over the phone either. Not so much because there can be so many “unanswered questions”, until all the paperwork is in front of you, but more because people want to know to the penny and get very upset if you are off at all. I also don't mind doing renewals if I can look it up quickly in TRIO and don't have a line out the door. (Jennifer Roux, Acton)

Brewer does provide quotes for both new and reregs over the phone.  We get perhaps 4-6 such calls a day give or take.  (Karen Fussell, Brewer)

In Kennebunkport, we assist the customer in understanding how excise tax is calculated on new never pre-owned vehicles. We do not provide quotes on  pre-owned or pre-titled vehicles.  This process takes a lot of time and there can be so many “unanswered questions”. It is best to have the paperwork and customer in front of you during any process.  I have had people ask for a ball park figure; at this time I tell them that it is what the vehicle was manufactured at not what they purchased it for. We then may estimate a higher figure and calculate the rate for an estimated excise tax fee. I explain that it is better to be quoted over than under so that they do not come unprepared. Keep in mind this process is used only if we do not have lines.   (Rose Wills, Kennebunkport)

We do give quotes over the phone or by e-mail.  Since our offices are only open 2 days per week, this makes life easier for everyone.  We probably get a 5-6 per week. (Westport Island)

The City of Augusta provides this information over the phone. When we are busy with customers, we ask them to call back. Some conversations are short and quick. Others require much more time because the caller is not prepared to answer all our questions. We do have some who want the exact amount even though they don't know the model and do not have the VIN. We have shoppers requesting the cost for a couple of vehicles. Those darn cell phone cut off or fade, then they call back.. We receive complaints when the amount is more than the estimate so I encourage the staff to over-estimate. No one complains when it is less.......  I would guess at an average of 5 / day. Reregistration is not an issue since we use TRIO. Why is it we never have a walk-in request this information, only phone calls? (Barbara Wardwell, Augusta)

Sabattus does provide quotes over the phone, we get at least a dozen calls a day for this. What we do not do at this time is provide information on Tax cards, (we can give the info we have in Trio) nor do we fax them. We do not all have access to the cards and w/limited staff, customers are told to come in for this. (Judy Fournier, Sabattus)

In South Portland we will give and "ESTIMATE" only over the phone. If a business or customer needs an exact price for any reason, they have to either bring in their paperwork, or fax it. We then price it out, and we sign it, and tell the customer they have to bring that with them when they come in. This seems to work quite well here. (Sue Borelli, South Portland)

We give quotes on Re-regs (Trio). New registrations involve to many variables such as options so we give estimates on new regs. Folks seem to be OK with it. (John Giambattista, Rumford)

In Milbridge we give them the quotes only about 6 a week. (Lewis Pinkham, Milbridge)

I believe that our customer service as Town Representatives is important.  Helping our towns people prepare for the cost is Good Customer Service.  This may save you time in the long run by ensuring they have everything they need.  (Lynn Doolan, Morrill)

We give out quotes over the phone but I can see Dave's concern as budgets shrink and we are expected to provide the same services in less time and/or less staff. This is much larger than excise tax quotes and a case could be made for tax amounts (which put on the website and export a file for companies to purchase) or public works services, public safety and so on. If it is important enough, make a case for discontinuing the service with an alternate solution that takes less time or nothing at all. Than the point is driven home that for a certain level of service comes with a price associated. Got services are not free and I think most of us have trimmed as much as we can before something in the service level must take a hit. That's just my opinion. (Scott Gesualdi, Standish)

We provide an estimate over the phone, not exact.  If the person wants exact, we request their information be faxed to us and then we will provide the info. (Ruth Porter, Scarborough)

Here in New Gloucester, we have tried for years not to take the time to give excise quotes and have given up on the idea for two reasons:  1.  By the time you explain to the person that you do not give that information over the phone and the residents argues the fact – it would take less time to look up the excise and 2.  Because of money constraints, people need to budget and know how much excise will cost before they purchase the vehicle so they know they have enough money.  Personally, I would rather spend the time giving them the quote than taking a bad check. (Sandra Lebel, New Gloucester)