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Behind
The Scenes At The Collision Repair Shop
If
your vehicle has ever been damaged in a collision, you no doubt
had someone say that outdated cliché: Your car will never be the
same.
Chances
are, it wasn’t your insurance company representative or an employee
of a collision repair shop who said it. That is because every day
they see collision-damaged vehicles returned to pre-accident condition
- both structurally and cosmetically.
So
what does it take to repair your vehicle properly after an accident?
It’s not an easy process because of today’s complex vehicles and
high-quality paint finishes.
Here
are the steps your vehicle goes through after you leave it at the
collision repair shop.
First,
the shop prepares a detailed estimate or work order, indicating
all of the repairs that are needed. In some cases, this requires
removing some of the damaged body panels or other parts to accurately
assess all the damage.
The
next step is to order the parts listed on the initial estimate or
work order. (Additional parts may need to be ordered during the
repair process if unforeseen damage is found.) The shop and insurer
involved should explain what types of parts will be used: new parts
ordered from the manufacturer of your vehicle, used parts ordered
through an automotive recycler, or new parts manufactured by a company
other than the manufacturer of your vehicle. The shop and insurer
can explain the pros and cons of using each type of part.
If
your vehicle was hit hard in the accident, the repair shop will
likely use a measuring system that checks various points or your
vehicles structure against a measured drawing or "blueprint" of
your vehicle. A hydraulic pulling system can be used to bring all
the vehicles measuring points back to where they should be. The
shop may measure your vehicle several times during the repair process
to make sure it is within the recommended tolerances of just a few
millimeters.
Severely
damaged parts are replaced; others can be repaired. A trained technician
can repair sheet metal and plastic parts so that it can be difficult
if not impossible to tell they were once damaged.
The
vehicle is then ready to move into the shop’s paint department.
Here the areas that are going to be refinished are prepared; repaired
areas are finely sanded, primer and corrosion protection products
are applied, and areas that won’t be refinished are "masked off"
and protected.
Then
the painter uses a paint mixing system to match your vehicles finish.
A paint code on your vehicle provides the starting point, but it
generally requires a trained painter’s eye to tint the paint for
the ideal match. The paint is sprayed on inside a paint booth designed
to keep dust and other contaminants off the new finish. The booth
can then be heated to dry or "bake" the new finish according to
the paint manufacturer’s drying recommendations.
Once
refinish work is completed, the vehicle is reassembled including
all trim pieces, decals or stripes. Any new glass that is needed
is usually installed at this point.
If the damage is severe, or if the vehicle was spun or hit in a
tire or wheel in the accident, the vehicle’s wheel alignment will
be checked. This helps catch any potential problems with the vehicles
steering or suspension parts, and ensures that all four wheels are
aligned properly as the vehicle moves down the road.
Finally,
the vehicle moves to the shop’s detailing department for a thorough
cleaning inside and out. Any minor imperfections in the new paint
surface can be removed by polishing and buffing. A final check is
made to ensure all work meets the shop’s standards, the final paperwork
is prepared for the vehicle-owner and any insurer involved, and
the vehicle is ready to go.
Throughout
this process, the shop often will be in contact with the insurance
company, if one is paying for the repairs. The insurer may want
to review the shop’s estimate and look at the vehicle before or
during the repair process. In some cases, the shop may have to wait
for an insurer inspection or approval before completing additional
repairs that are needed but weren’t included on the initial estimate.
How
do you find a shop that knows how to make sure all these steps are
followed when your vehicle comes in for repairs? Insurers and shop
owners alike say the key is looking for evidence that the shop’s
technicians have been properly trained. One sign to look for is
the I-CAR Gold Class Professionals® designation. This designation
signifies the business has completed a significant amount of I-CAR®
training. I-CAR provides the industry’s most comprehensive collision
repair training, covering virtually every aspect of the repair and
repainting process, from accurately assessing needed repairs, to
detailing the vehicle after repair work is completed. I-CAR established
the Gold Class designation to help consumers identify shops that
have invested in proper training.
For
the location of an I-CAR Gold Class shop near you, call 1-800-ICAR-USA
or call 1-800-565-4227 in Canada.
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Motorists'
Rights
It's
your car - It's your choice!
- CHOOSING
A COLLISION AND REFINISH CENTRE
As
the owner of a motor vehicle damaged in an accident, you have the
right to choose the shop where you wish to have your vehicle repaired.
- DO
I NEED MORE THAN ONE ESTIMATE?
No.
Do not waste your time or that of several shops getting estimates.
Select a repair facility that you feel comfortable with, then notify
your agent or insurance company, or ask the shop to make the call
on your behalf. Your Insurance adjuster may have to inspect the
damage, This can be done at an insurance drive-in claim centre or
at the shop you have chosen.
- NOTIFY
YOUR INSURANCE COMPANY
Before
authourizing any repairs, notify your insurance company or agent,
and tell them where the damaged vehicle can be inspected.
Most
collision and repair centres guarantee their collision work to some
degree, which may not include the paint job. Ask to see a copy of
the shop's guarantee and have any information you do not understand
clarified.
- QUALIFIED
COLLISION AND REFINISH CENTRES
Look
for signs that indicate repair technician training and certification.
Membership in professional trade associations and the Better Business
Bureau indicate the shop is keeping up with the latest repair procedures.
Make
sure the shop you choose:
- Maintains
a reliable, professional reputation.
- Is
properly equipped and organized to meet today's more technical
repairing needs.
- Has
technicians that are thoroughly trained and certified.
Check the appearance of the repaired area.
- Examine
the paint for color match, texture and overspray.
- Take
a test drive to check mechanical repairs.
- Check
that the vehicle is clean.
- If
you are not satisfied, mention your concerns right away. As the
owner of a motor vehicle damaged in an accident, you have the
right to choose the shop where you wish to have your vehicle repaired.
This is the LAW!
Examine
the paint for color match, texture and overspray.
- Take
a test drive to check mechanical repairs.
- Check
that the vehicle is clean.
- If
you are not satisfied, mention you concerns right away.
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24
Steps to Properly Repairing Your Vehicle
Your
vehicle represents a major investment. Properly repairing your vehicle
to protect that investment involves a series of 24 steps. The information
belows describe the typical sequence of events involved in restoring
your vehicle to pre-crash condition
-
Computerized Damage Estimate is Prepared
-
Owner Signs Repair Authorization
-
Insurance Negotiations Completed
-
Parts Ordered via Fax Machine
-
Parts Received and Verified
-
Estimated Completion Date Given
-
Vehicle Scheduled for Repairs
-
Vehicle Disassembled and Reinspected
- Supplement
Report Written if Needed
-
Supplement Approved by Insurance Company
-
Additional Parts Ordered if Needed
-
Customer Updated
-
Structural and Body Repairs Started
-
Vehicle Set Up on Unibody Repair Equipment
-
New Panels Prepared and Installed
-
Priming, Sealing and Corrosion Protection
-
Work Inspected, Initial Tests, Ready for Paint
-
Completion Date Given
-
Pressure Washing and Chemical Cleaning
-
Prepping, Priming, Blocking and Sealing
-
Taping, Masking, Sent to Paint Booth Oven
-
Refinishing With Urethane Paint System
- Reassembly,Wheel
Alignment, Detailing, Final Inspection
-
Repairs Complete, Customer Notified, Delivery Date Set
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Frequently
Asked Collision Repair Questions
What
should I do if I am involved in an accident?
It's
best to report every accident to the police to insure an accurate
written report is on file in case problems arise. Write down the
names, addresses and phone numbers of the other parties involved
and those of any witnesses to the accident
Do
I have the right to choose which shop repairs my vehicle?
Yes
- To expedite your claim, select the repair shop, leave your vehicle
there, and notify your insurance agent or company.
How
should I choose a shop to repair my vehicle?
Properly
repairing today's vehicles is a complex task. It requires precision
measuring and pulling damaged components to tolerances measured
in millimeters. It also involves restoring paint with factory-like
finishes in a climate controlled dust-free environment. And, of
course, accomplishing this demands highly trained professional technicians
who are experts in their craft. For more information about how to
choose a repair shop you can trust, click on the Choosing the Right
Shop button at the top of the page, or the link at the bottom of
the page.
Do
I need to contact several shops for estimates?
No
- Contact your agent or insurance company. An insurance adjuster
may need to inspect the damage. If your car is safe to drive and
your insurance company has a drive-in claims service and you may
need to schedule an appointment. After getting the drive-in estimate,
take the estimate and your vehicle to the shop of your choice. Most
claims are handled by claims departments, not agent, but some agents
are authorized to pay for claims. If your insurance agent requests
several estimates, ask if his office will pay your claim. If the
answer is "yes" getting those estimates may speed your claims payment.
If the answer is "no" talk to your insurance adjuster first.
Must
I notify the insurance company before repairs are made?
Yes
- Most insurance policies require you to notify your agent or the
company, file a report, and tell them where the damaged vehicle
may be inspected.
Who
is responsible for the cost of repairs?
You
are - Unless your insurance policy specifies otherwise, you are
normally responsible for payment for repairs. Most insurance policies
state that the insurance company will pay you for the loss, less
any applicable deductibles or depreciation. Arrangements for payments
by your insurance company are your responsibility.
Who
is responsible for the repairs made to my vehicle?
The
shop - That's why it is important that you select a reliable repair
shop. The right facility will be properly equipped and staffed to
restore your vehicle to pre-accident condition. Click on the How
to Choose the Right Shop button at the top of the page or the link
at the bottom of the page for more information about selecting the
right shop.
Who
should I contact if there is a problem with the repair?
First,
the manager of the shop. - Responsible shop owners and managers
stand behind their services and will work with you to solve the
problem. If your problem is not resolved contact the claims manager
at your insurance company. You may want to consider contacting the
Consumer Protection Division of the Attorney General's. office or
the local Better Business Bureau.
What
can I do if the shop I've chosen to repair my vehicle and my insurance
company disagree about how my vehicle should be repaired or what
it should cost?
Refer
to the Appraisal Clause in your policy. - Most insurance policies
contain an appraisal clause. When the insurance company and the
customer fail to agree, either party may demand an appraisal of
loss after the claim has been filed. Each party may then select
a competent appraiser to represent them. The two appraisers select
a disinterested umpire. If the appraisers do not agree, they submit
their findings to the umpire. A decision of any two of these persons
sets the amount of loss.
What
can I do if my Insurance company fails to process my claim or pay
the amount agreed upon?
First
consult with your insurance agent or broker. - Next contact the
branch or regional Claims Manager of the insurance company. Attach
copies of estimates, invoices or other materials that will help
explain your situation.
Can
you save my deductible?
No
- This question is one many shop owner hear often. A good answer
is "What part of the repair would you like me to leave undone?"
Reputable, reliable, well equipped collision repair facilities have
made major investments in their operation. A moderate-sized new
facility in the Boise market can easily cost $1 million to construct
and properly equip. The national average net profit for this industry
is 3.5 percent. That thin margin leaves no room for giving money
away. When you consider the average repair job in the United States
is $1,800 it's clear that in order to give away a $500 deductible
something has to be left out -- or shortcuts in quality made somewhere.
And, in Idaho it is fraudulent to save a deductible.
While
you are at it, can you fix the dent on the other side too?
Yes,
but only if you pay for it yourself - This question too, is one
heard often by body shop owners and managers. The truth is shops
cannot legitimately include non-accident-related damage in the price
of the repair. By asking this question, people are essentially asking
the repair facility to participate in defrauding the insurance company.
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ACCIDENT
CHASERS
Despite
efforts by local government, police and body shop associations accident
scene soliciting is still widespread in our community. For those
not familiar with "chasing", here is a brief explanation.
Your
involved in a accident and before long, someone in a car or tow
truck approaches you. They are usually very friendly and want to
help you! The reason they want to help you is so they can fix your
vehicle and make money! These chasers are paid a commission of 10-15%
(usually cash) of the total job, making successful accident chasing
a lucrative practice. The problem for the customer is usually in
the quality of repairs. Since the body shop paid the chaser his/her
commission, they now must struggle and cut corners on the repairs
so they can still make a profit. The bodyshop may use non genuine
parts, used parts or even fix the panels that should have been replaced,
to help recover the money they paid out to the chasers. Usually
the looser is the vehicle owner who is left with a substandard repair.
Please be aware of the "solicitors", who offer free rent-a-cars,
non deductible, free painting of the balance of your vehicle etc.,
as like most everything else, nothing is for FREE! Do not sign anything
and ask to have your vehicle towed to the shop of your choice by
a reputable towing firm.
In
conclusion, these people prey upon accident victims who are sometimes
not thinking clearly as a result of the accident, and we must remember
that chasers are out for their benefit, not yours!
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A
COLLISION IS STRESSFUL, BUT CHOOSING A QUALITY COLLISION REPAIR
FACILITY DOESN'T HAVE TO BE.
It
can be confusing for a person to locate a quality collision repair
facility after an auto accident.
Here
are a few things that will help you to make an informed decision.
- Look
for decals, patches or certificates indicating advanced training
by organizations such as I-CAR® or technician certification by
ASE (National Institute for Automotive Service Excellence).
- Look
for signs of repair shop trade association membership, which can
indicate that the shop is keeping up to date with the latest repair
procedures.
- Cleanliness
is an important factor in a body shop. It can say a lot about
the technicians’ attitudes. So can friendliness and atmosphere.
The
shop should be able to provide you with a complete breakdown of
the work that was completed and what parts were replaced. Before
you take your newly repaired vehicle home, look it over carefully.
- Check
all the electronic accessories.
- Pay
attention to details such as making sure the doors, hood and trunk
lid open and close smoothly.
- In
the sunlight, examine freshly painted areas for a good color match.
- When
driving your car home, listen for any unusual noises and test
the handling.
If
you're not satisfied, report it to the shop and your insurance company
immediately. If you feel they're not cooperating fully, remember
that you are not in this by yourself. Your insurance company and
the various collision shop trade associations are in business for
your protection.
I-CAR
Gold Class Professionals® have the specialized training to enable
them to properly inspect and repair your vehicle after a collision.
They are trained to detect hidden damage to your vehicle and help
your vehicle look and drive as well as it did before the collision.
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How
to Evaluate A Collision Repair Facility
A
Consumer Service of SCRS
In
order to improve understanding between the consumer, collision repairer
and insurance company, we'd like to take this opportunity to describe
the important points you should consider when looking for a collision
repair facility.
When
Looking for a Facility...
Know
it is not in your best interest to seek or consider an estimate
or damage report from a repair facility you believe will not meet
your expectations. As a consumer, you have a financial interest
to protect. The ultimate choice is yours.
Price
Isn't Everything
Sometimes
consumers make the mistake of believing one collision repair facility
is like any other. They believe price should be the prime consideration,
however, nothing could be further from the truth. If you select
the estimate that is cheapest, it can often turn out to be a mistake.
The
Damage Report
The
written damage report is a signal a collision repair facility holds
itself to high standards. All facilities do not write damage reports
- many of them write estimates - and there is an important difference
between the two. Estimates do not contain the detail of a damage
report, which is completed during a careful examination of your
vehicle. This examination may require putting your vehicle on a
lift or partial disassemble. In any case, an itemized, carefully
rendered damage report - the blueprint for repairing your vehicle
- can only be created with an investment of time and effort.
First
Impressions
Your
first impression of a facility is a significant one. Make sure the
facility you consider makes an initial impact that is positive.
The staff should be courteous, knowledgeable and take a real interest
in your vehicle. As the service representative prepares you your
damage report, he or she should take the time to explain what needs
to be done and why. The front office should be orderly and reflect
the atmosphere of a professional business. An honest effort toward
cleanliness should be evident. Choosing a collision repair facility
is an important decision. If one seems not to meet your basic standards,
don't feel obligated to have your vehicle repaired there. You may
also request a shop tour.
Shop
Tour
Unibody
vehicles require sophisticated measuring equipment, metal inert
gas (MIG) welders, and a dust-free paint environment for spraying
factory-type paint finishes. See that the repair facility of your
choice is similarly equipped. Ask to take a tour of the facility,
and while doing so, observe a repair similar to the one needed on
your vehicle. You may also request to see a factory specification
chart for your vehicle make and model.
Painting
is Important
At
the factory, most vehicles are painted with a two- or three-stage
paint system that includes a clear coat. These are premium systems
that require skilled technicians and proper equipment for application.
They also ensure your vehicle will be returned to factory texture
and glass for a maximum number of years. Inquire about the type
of paint system used by the repair facility you select.
Ask
About Parts
What
parts should be used to repair your vehicle? Only those equal to
the original equipment manufacturer's or those originally on your
vehicle. The use of imitation parts could void a portion of your
warranty of devalue your vehicle. To stay well-informed, inquire
about the parts a ficility uses before repairs are made.
Training
and Industry Involvement
When
you enter a collision repair facility look for certificates declaring
participation in professional and fraternal organizations. Equally
important are certificates from technical training courses. Check
to make sure the dates on the certificates are current. This is
evidence the business is active in the industry, involved in the
community and up-to-date on repair techniques.
Insurance
Companies
Each
insurance company has its own claims handling procedure. Collision
repair facilities deal with many different insurance companies.
When you choose a collision repair facility to repair your vehicle,
give them all the claims information they request and let them help
you deal with your insurance company.
Warranties
The best collision repair facilities provide written warranties
on collision repair and refinishing Find out what your facility
offers.
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