Ask an Expert: Five questions to ask when choosing a collision repair shop

by John and Theresa Kightlinger

When your car needs a repair, it can pay to be choosy about who you select to fix it. You want to make sure any repairs or part replacements are done correctly the first time, so you don’t end up paying more later. You should feel empowered to ask questions when choosing a shop. Below, find a few questions you should ask before any repair work starts.

1.  What are the shop’s certifications?

Collision repair shops and their technicians can obtain a variety of different certifications to let consumers know what types of cars they are certified in and specialize in repairing. These certifications take many factors into consideration: the training and experience of the repair technicians, the repair and safety protocols of the shop, and more. The most common certifications in the U.S. are the National Institute of Auto Service Excellence (ASE), the Inter-Industry Conference on Auto Collision Repairs (I-CAR), and OEM certifications (shops certified by original equipment manufacturers, such as Honda, Ford, etc.)

2.  Does the shop offer warranties?

When doing a repair or replacement, many shops will offer warranties in case there is a failure with one of the parts that was replaced or a problem with the body or finish work. However, warranties can vary widely from shop to shop. Be sure to ask about this before agreeing to a repair, so you’ll know exactly what’s covered under warranty and for how long. Warranties also vary based on the type of part being used in the repair, so you’ll want to inquire about what warranties are available with your selected parts.

3.  What are my repair options, and can you explain them to me?

A good repair facility should be able to explain the repair process to any customer, regardless of that customer’s level of car knowledge. Ask lots of questions when discussing a repair, including asking for a full range of options available and an explanation of each. If you don’t understand what’s being said, ask the person you’re speaking with to clarify in simple terms. You should fully understand what’s going to happen with your vehicle before work begins.

4.  What services does the shop charge for?

Many shops offer free estimates for repairs, but some do not. Before you hand over your keys, ask the shop technician what their process is and what services they charge for, including “Do you charge for estimates and diagnostic tests in addition to the repair itself.”

5.  Does the shop have positive customer reviews?

Online reviews are a great way to find out whether a shop is trusted in your community. You can also talk to people you know. Find out who they have used in the past and if they were satisfied with the repairs.

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.