It’s always a surprise when you are involved in an accident. (That’s why we call them “accidents”). But if you’re not careful, the accident could end up being just the first of many surprises… and sometimes, the surprises come at the hands of the very places you expect to be looking out for your best interests. We start this series, called Bodyshop Surprises, to hopefully educate you on the many areas of potential surprise – after an accident.

Take the case of the owner of a new model Honda. After the accident that damaged his family vehicle’s front end, he took it to the body shop that his insurance agency “recommended”. It should also be mentioned that the owner of this vehicle is also the owner of his own agency for the same insurance company. He never gave it a second thought when choosing to take his car to the shop that  is preferred by his company. After all… he represents the brand and supports their recommendations. And that was the beginning of this family’s nightmare bodyshop surprises.

How do you know if your vehicle has really been repaired?

One of the most important things we do for our guests here at Nylund’s is educate them. We explain the process of their repair before, during and after. That wasn’t the case for the man in this story.

The owner of this brand new Honda took his vehicle to the shop that his insurance company “recommended”. (That was his first mistake.) They did what many DRP* body shops do: they cut corners, didn’t read or disregarded OEM procedures, and used inferior aftermarket parts – all in the name of saving their insurance partner money.

When he got his car back, it “LOOKED” as if it had been repaired.  It looked like it was new.  It looked right.  It wasn’t.

Just moments after he picked up his car and jumped on the highway heading home, the owner noticed a very loud rattle coming from the second row seating INSIDE THE CABIN. Below is a video that was recorded the same day the vehicle was delivered. You can clearly see and hear the rattle of the second row seat, and even more disturbing is what that seat is actually holding.  Can you imagine if his child were in that seat? The image of that haunts us to this day.

The rattle came from the fact that even though the body shop declared that it had completely repaired the vehicle, so many of the proper procedures were completely ignored or overlooked.  On top of that, the technicians involved actively attempted to hide the fact that they disregarded proper repairs by using bonding solution to imitate welds, and then painting over it to hide the facts. The level of disregard for the owner’s safety surprised even us, and we see a lot of this kind of thing.

Had the body shop in question cared even a little for what a proper repair should look like, they would have measured the frame rails at the very beginning, and realized that the frame was bent (causing the shaking and rattling when being driven).  They would have used OEM parts that fit properly instead of aftermarket parts that don’t line up. Instead, it appears that they cut every corner – intentionally – to align with their insurance partner’s view of how inexpensive the repair could be done.  The loser in this whole situation: the vehicle owner.

We encourage our readers to watch the entire video above, and educate themselves on just one of the bodyshop surprises we’ve shared with our guests. Know what to look for, and the proper questions to ask any bodyshop you allow to repair your vehicle. And of course, like always, if you have any questions at all about a repair that you have had done, or are considering… please don’t hesitate to contact us. We’re happy to offer any suggestions or referrals necessary.

*DRP = Direct Repair Partnership. This is a program offered by insurers to incentivize body shops to join and save the insurance companies money. The basic arrangement in this partnership is this: the insurer promises to send the body shop more business, provided the shop doesn’t fight the insurer about the repair plan using substandard aftermarket, used or salvaged parts. As long as the body shop continues to perform repairs the way the insurer wants, they are allowed to remain on the program, and get more referrals from the insurer.  When an insurer offers their claimants a list of “recommended” shops – these are ALWAYS their DRP partners.  IMPORTANT NOTE: NOT ALL BODY SHOPS are in a DRP relationship with insurers. Our best advice is to find a shop that has NO PARTNERSHIPS with insurers.

We are often asked how to know if your vehicle has not been fully repaired. It is a common occurrence for us to inspect vehicles that have been repaired by other facilities. And, unfortunately, it’s all too common that what we find is poor workmanship and neglected necessary repairs. This article will showcase one particular instance of a failed repair.

When people bring their recently repaired vehicles to us for a post repair inspection, they already suspect that something isn’t right with the repair that they received. The first thing that we do is listen to their concerns. In most cases, people know their own vehicles much better than technicians, and we can learn a lot just by listening to the guest. We then review their estimate, which can tell us a lot about what has been included… (or excluded). 

Then, after we’ve heard their concerns, we do a visual inspection of our own. These inspections usually tell us all we need to know about the quality of repair performed (or not) by the other shop.  Here is one such case study:

How to know when your vehicle is not fully repaired?

A visual inspection goes a long way.  When brackets are broken, bolts are missing, hoses are not connected, or holes have to be drilled out to make a part fit, (as is illustrated in the images above) – it’s always a solid indicator of a poor or possibly dangerous repair.

If you notice a rattling sound that wasn’t there before your accident… pay attention to it.

In the end, common sense rules the day. If you feel like your vehicle hasn’t been repaired properly, it’s wise to contact a trusted source for a second opinion. If Nylund’s Collision Center may be of assistance, we stand ready to serve. Contact us any time.

PS: This vehicle was deemed so poorly repaired, that after our inspection and findings, the insurance company agreed that it was a total loss.

We’ve put together an introduction to Nylund’s Collision Center for those people who have been involved in an automobile accident, and who need to know what to expect when they consider bringing their car to us for repair. Our process is very noticeably different from every other shop in the Denver metro area, and it starts and ends with you. To us, you are not a ‘potential customer’… you are our guest.

From the moment you decide to check us out, we want you to know that we’ve been preparing for your arrival. You will be warmly welcomed by our office staff, and it’s our pleasure to inspect your vehicle and prepare an estimate while you wait in our beautifully appointed guest area. Would you like something to drink? Coffee and ice cold water are always on demand.

Once we’ve inspected your vehicle, our professional estimators will explain everything we have discovered in language that is meaningful to you. We won’t bog you down with automotive industry jargon. If you’re interested in meeting the people who will be working on your vehicle, we’re more than happy to take you on a full tour of our shop. You’ll meet the painters, the body technicians and the people who will lovingly disassemble and reassemble your vehicle.

From start to finish, you will be kept in the loop as your vehicle moves through the repair process. Our entire team wants you to feel comfortable and confident in your decision to bring your car to the only collision center in the entire Denver metro area to win “Best Body Shop” year after year since 2011 in the Denver A-List competition. And at any time, if you have any questions, contact us directly – we’ll take great care of you!

And when your vehicle repair is completed, you will be wowed once again as we deliver it on our showroom floor, with a sign welcoming you back to the beautiful car you had before the accident. At Nylund’s Collision Center, if it isn’t perfect… it isn’t leaving.  That is our promise to you – our guest!

An open letter to the collision industry

Why, in 2020, is there still such a large disparity between performing the correct repair and the most profitable repair for the body shop, technicians and insurance companies? Why do so many within our ranks put the guest’s best interests behind their own bottom lines?

The answer, in my humble… but accurate opinion, is either ignorance or greed. In this article we will explore two case studies (of many) that are emblematic of the problem at large. We will show actual repairs that illustrate either a total lack of knowledge, or decisions based upon greed over the proper repair on behalf of the guest.

This article is not intended to condemn the industry that we all love. But it is intended to raise the bar and challenge those who contribute to the problem.

With the rapid evolution of automotive technology, what used to work – even just a few years back – isn’t likely to be appropriate for repairs today. Different materials, more sensors, advanced computers are just the beginning.

The need for ongoing training to keep up with the ever-changing landscape of our industry is at an all time high.  And that training doesn’t just apply to body shops. Insurance companies and dealerships also have a responsibility to keep up with the changes.

So why are so many shops, dealerships and insurance adjusters still performing improper, and often dangerous repairs?

2016 Grand Cherokee Ltd.- Side Hit – Door/quarter

Chrysler procedures state that any body panel or frame component damaged which is to be repaired or reused, must be repaired using the “cold straightening” method.  No heat may be used during the straightening process.  Clearly, heat was used in this case during the repair process. Why would a technician, an estimator or a shop owner not pay attention to such well-known elements of our industry?  Is it ignorance, or greed?

The composite inner door panel is obviously broken, and the screws holding the speaker weren’t tightened.

Many shop owners either turn a blind eye, or outright support their technicians cutting corners in the areas that the consumer may never see. What could possibly motivate such carelessness?

Why didn’t the technician replace the broken piece of the door? Was it broken in the accident, or did the technician break it? Why would anyone even consider repairing that door instead of replacing it?  Is it ignorance, or greed? Either way, the customer is the one who loses.

The broken inner door composite panel should have been replaced, but it wasn’t. Is it because the customer will never see it? There was not even any corrosion protection applied to the door that was ‘repaired’ instead of properly replaced.  At what point does the right repair take a back seat to the fastest, or most profitable for the body shop? And where is the integrity of craftsmanship represented?

On the same vehicle, the quarter panel was not attached properly, even when the manufacturer’s procedures clearly call for weld bonding with backer panels. Did anyone at the shop even pull and consult the OEM procedures? If not, maybe ignorance is to blame.  If so, and in spite of the procedures, they decided to improperly repair the vehicle, then greed is the only option left.

We asked Tony Adams, owner of Weaver’s Auto Center in Kansas City, KS for his thoughts on this topic.

“I think the problem in our industry is one of both ignorance and greed. Ignorance comes from the process of ‘doing what we’ve always done’. We have to look at how the vehicle was constructed, and what materials were used when the vehicle was manufactured, and whether or not we should repair a dent instead of replacing a component. Too often proper precautions are ignored before welding, putting the SRS system at risk. You simply don’t know unless you pull and follow the OEM repair procedures.

“As it relates to greed, I have supplied a couple of photos of a quarter panel that was repaired, and we ended up having to replace from a dealership DRP shop. Technicians are rewarded financially for producing as many hours as they can. Shops are rewarded for faster cycle times and cheaper repairs by the insurance companies, regardless of the actual safety of the repairs. If that’s not driven by greed, I don’t know what it is.”

Insurance companies regularly use the phrase, ‘industry standard’ to justify cutting corners on paying for the proper repairs.  Shops that are under contract with these insurers are too many times obligated to play along without rocking the boat, even when they know that improper repairs are flying out the door. Why in the world would members of the collision industry knowingly participate in improper repairs or faster cycle times at the sacrifice of the consumer’s best interest? Is it ignorance, or greed?

Isn’t our duty to the customer, first?  Shouldn’t the guest be our #1 priority? Doesn’t quality go beyond the surface appearance of only what is immediately visible? We believe that it’s time to face these issues and adjust accordingly. If the shoe fits, don’t just wear it… change it up and get on the side of the proper repairs on behalf of the customer. 

This post is an open letter to all members of the collision industry. Comments are welcomed and encouraged. We know that not everyone will agree with the premise of this letter, and we encourage opposing opinions backed up with legitimate examples.  Iron sharpens iron, and we, as an industry, must get sharper every day.

We celebrate those shop owners, estimators and technicians… and even some upstanding insurance companies across this great nation who are educating themselves and doing everything humanly possible to safely repair vehicles back to OEM specifications for their guests.

Resources:

NHTSA

Dept. of Insurance

US Attorney General

Still think your insurance company is all about your best interest? We humbly submit this very real case study, filed under: “told you so”.

USAA insured gets into accident, and is “encouraged” (steered?) to take her car to their “preferred” shop (big box body shop). Car is “repaired” and delivered to insured, who immediately feels as though the repair was substandard. She decides to bring it to Nylund’s Collision Center for a post-repair inspection.

Upon inspection, we identify several missed, overlooked and incorrect repairs performed on the vehicle. The insured’s vehicle is suggested to be a total loss by Nylund’s, and supporting documentation is provided to both the insured and the insurance company. Both the insured and the insurance company were told on day 1 that the original manufacturer does NOT provide repair procedures for the damages to the vehicle, and therefore the repairs performed were incorrect.

Below is a recreation of the text messages between the insured and USAA after they’d both been advised by Nylund’s that the car is likely a total loss:

The time elapsed between Nylund’s informing the insured and their insurance company of their post-repair assessment was six weeks. It is our opinion that, had USAA’s big box body shop paid attention to (or even looked up) the original manufacturer’s recommendation for repair (there are none!), the insured would have received far better service, and would not have been out of a vehicle for more than a month.

This delay and expensive mishandling of an insured’s case happens every day in the insurance and collision repair industry. Nylund’s takes a stand for doing the right repair the first time – every time. We are committed to informing our guests of every step along the right repair – even when it means that the best course of action is to avoid an incorrect repair process.