Ask an Expert: Auto repair involves many decisions

by John and Thersa Kightlinger

Generally the only pre-planning consumers do to prepare for a potential automotive damage claim is to purchase insurance. Insurance is an interesting purchase, as we buy it hoping we’ll never need it. We buy insurance as a safeguard should something unexpected occur and to be prepared… but are we truly ever prepared?

A little gambling by customers and companies

Purchasing insurance is like gambling against yourself that you’re going to need it one day. Insurers sell insurance gambling that you won’t need it… but when you do need it, they’re trained and prepared to settle your claim. Consumers, on the other hand, generally don’t know what to do or how to go about handling a claim. As such, they often rely on others to guide them in their time of need. Insurers will gladly assist the unwary consumer in his or her time of need and lend advice such as where to go for repair, including what parts, labor and materials will be needed. They’ll even go as far as to try and dictate how the repair is to be performed. The only concern here, however, is that insurance companies don’t perform repairs and don’t shoulder the liability for incorrect and/or insufficient repairs — the repairer does. It doesn’t take an economist to figure out that the less an insurer spends on a repair, the more money it retains and the greater profits it earns.

So many decisions on auto body services

So what does a consumer do when faced with the many decisions he or she needs to make when auto body services are required? A wise man once said “Never take advice on how to collect money from the one who owes you.” The first step is to seek out quality-oriented collision repair facility that can solve the repair problems. The best way to do that is to ask friends, family and colleagues. The last place I would seek advice would be from my insurer or insurance agent, as they have a vested interest in keeping the cost of repair down.  I would check the online reviews of local repairers to narrow my search based on others’ experiences. Here are some of the things I would look at on my estimate. I would then review their recommendations to ensure the following were listed where applicable:
● “Pre-washed” the vehicle. (This is required for a “lifetime warranty” by the paint manufacturer.)
● “Pre-cleaned” the panels to be refinished (and blended), including removing waxes, road tar and paint coatings, i.e. Teflon, ceramic coatings, etc.(This also is required for lifetime warranty.)
● Provided complete copies of original equipment manufacturer (OEM) repair procedures.
● Pre-repair scan of onboard systems to determine if DTCs exist.
● Inspection of seat belts and supplemental restraint system (SRS) air bags.
● Anchor, setup and 3-D measurement of the vehicle’s structure if the possibility of unibody, structural and/or frame damage exists.

John and Theresa Kightlinger own My Body Shop at 401 N. Clinton St., Stockbridge. The couple has lived in the area and raised their children here over the past 20 years. John has been in the auto body business since 1985, and Theresa began work at General Motors after high school. Between the two, they have been working on cars for more than 75 years.