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Like, Kind and Quality, Or Junk?


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When a consumer brings me their car to repair, it is my obligation to repair that vehicle back to its original state. This goes for mechanical repair and for collision. I am primarily and mechanical shop, but we get many customers with collision related issues. We will also work with local body shops, performing some of the mechanical and handing over part of the job, such as paint work, to the expert. Basically, I take care of my customers to the best of my ability.

 

The increasing situations with insurance companies that want to supply us with used parts is growing to a point where I no longer trust the intentions of some companies.

 

Recently, a customer with a 2012 Subaru, ran off the road and bent a wheel, destroyed the tire, bent the strut and spindle. All was ok, but they wanted to send us a used wheel from a yard down south that I was not familiar with. After three attempts I put my foot down. I am not opposed to “used”, but I am opposed to “pure junk”. These wheels were damaged, slightly bent and did not meet the standards of my shop or my repair. I ordered a reman wheel from my regular supplier, informed the customer of the situation and told the insurance company the price of the wheel.

 

There was a few back and forth communications because the insurance company and they would not pay the difference at first, which was about $100. The determining factor was the phone call from the customer who gave the adjuster an ear fill how she felt. Begrudgingly, the insurance company paid the difference.

 

The lesson here is to remember that the job you are doing is your work, and a reflection on you. Let us not reduce our standards and integrity because the insurance company wants to save a few bucks. It may come back to haunt us.

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I explain to the customer that they will have to pay any cost above what the insurance/extended warranty offers toward the repair in order to insure a safe and proper repair. I will keep my pencil sharp but the customer has to decide who he/she wants to help them.

 

We must understand that not everyone can afford our help.

B)

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  • 9 years later...

I do not even bother with the insurance companies estimates. I tell the insurance company "this is what it costs to fix, if you do not want to pay it, call your client and explain that to them". I get my money.

 

I also do not bother with the insurance companies electronic systems. I use tekmetric. I send a link to the adjusters e mail. I make sure to tell them there is $35 storage fee per day while waiting for them to figure out my system to authorize the repairs. When they try to tell me they do not pay storage for vehicles being repaired, I remind them they need to explain to their client why the bill is not covered. 

 

I do not work for the insurance company.

Edited by Hands On
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This is a great topic, and one that every shop owner must understand.

We do not work for the insurance companies, we did not sell the policy to the customer, and we will not undermine our work and submit to the insurance company sub-standard policies. 

Let's be totally transparent with our customers, and let them know upfront what to expect. And that most likely THIER insurance policy will probably not pay for the entire repair. 

Let's all stick together when it comes to insurance companies. 

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