Collision Center Archives - Nylunds Collision

Who Is Really Making Decisions About Your Auto Body Repair?

Eric Reamer — Thu, 05 Mar 2026 22:12:57 +0000

After an accident, most people just want one thing: their car back, the way it was before. What many drivers don’t realize, however, is that by the time the vehicle is returned to them, a long chain of auto body repair decisions have been made without their knowledge – decisions that affect their safety, their warranty, and the long-term value of their vehicle. At Nylund’s Collision Center, we believe you deserve to understand exactly what happens to your car after you hand over the keys.

This article walks you through the repair process at many insurance-preferred shops, explains the conflict of interest that can exist in those arrangements, and tells you what questions to ask so that you can protect yourself.

What Is a Direct Repair Program – and Why Does It Matter to You?

Many insurance companies maintain a list of “preferred” or “approved” body shops. These shops have signed a contract with the insurer, agreeing to certain terms in exchange for a steady stream of customers. This arrangement is called a Direct Repair Program, or DRP.

On the surface, that sounds convenient. In practice, though, it creates a conflict of interest. Because the shop has agreed to work within the insurer’s guidelines, the insurance company – not you – effectively becomes the customer. The insurer’s goal is to manage the cost of the repair, which means the shop is often working within a framework that prioritizes what the insurer considers compliant over what the manufacturer recommends.

At Nylund’s, we do not participate in any DRP arrangements. Our repair decisions are guided by one thing: the manufacturer’s procedures for your specific vehicle. That’s an important distinction, and it’s why customers often come to us after having their car repaired elsewhere and finding that something isn’t right.

Person #1: The Estimator – Your Point of Contact, But Not Your Advocate

When you bring your car to a DRP shop, the first person you’ll interact with is the estimator. They catalog the damage, write up the repair plan, and submit it to the insurance company. They’re also your main point of contact throughout the process.

Here’s the problem: that estimator is writing what’s called an “insurance-compliant” estimate. That means the document is built to fit within the box the insurer has defined – which often includes aftermarket parts or used parts, rather than original equipment manufacturer (OEM) parts.

What most estimators won’t tell you: if aftermarket parts are installed on a vehicle that’s still under warranty, it can void portions of that warranty. For example, aftermarket suspension components mean the manufacturer is no longer responsible for that system. That’s information you have a right to know – but in most DRP shops, nobody will bring it up.

Once the estimate is submitted, the insurer may send back a “change request” – essentially a list of items they want removed or swapped out to bring the cost down. That negotiation happens behind the scenes. You’ll never see it. As Rob Grieve of Nylund’s puts it: it’s not good enough until it’s cheap enough. And that’s not a standard any car owner should be satisfied with.

Here is a complete video from our YouTube series, “The Airing of GRIEVEances“.

Decisions Made at Every Stop Through the Shop

The estimator is just the beginning. Once your car enters the repair process, it passes through multiple hands – and at each stop, decisions are made that you may never hear about.

The Body Technician

The body technician is responsible for the physical repairs: replacing panels, welding structural components, and restoring the vehicle’s frame and structure. In a recent post-repair inspection we performed on a nearly new 2024 Toyota RAV4, we found that the radiator support – which was clearly bent and clearly listed on the estimate for replacement – had never been replaced at all. The shop had charged for it. The customer had no idea.

Beyond the missing part, we also found structural components that had been welded in incorrectly and not according to Toyota’s repair procedures. Those aren’t minor issues. Improper welds on structural elements are a safety concern, not a cosmetic one. The body technician made those calls without a single conversation with the vehicle’s owner.

The Painter

After structural work is completed, the car moves to the paint department. Here, too, decisions get made. In the RAV4 case, paint had not been sanded or primed correctly over the weld areas. There were visible runs in the paint on the frame rail. To make it worse, the painter had been paid – per the estimate – to paint the radiator support. The same radiator support that was still bent and had never been replaced.

Nobody called the customer to say, “Is it okay if we leave runs in your paint?” Nobody told them the radiator support wasn’t going to be replaced. The decisions were simply made, the car was reassembled, and it was handed back.

Outside Vendors: The Mechanic and the Calibration Company

Some repairs require work beyond what the body shop handles in-house. In this case, the vehicle needed suspension work. Rather than sending it to the Toyota dealership – where certified technicians with the right tools could handle it properly – the shop sent it to an outside mechanic. The result was suspension hardware that had been installed with the wrong tools, leaving fasteners that hadn’t been properly secured.

The vehicle also required ADAS (Advanced Driver Assistance System) calibrations after a front-end hit. Those calibrations need to be performed with manufacturer-specific equipment and software. Whether that standard was met, the customer had no way of knowing.

In total, at least five separate parties made significant decisions about this vehicle — the estimator, the body technician, the painter, whoever chose the outside mechanic, and the mechanic themselves. The customer was consulted about none of it.

How to Protect Yourself When Your Car Needs Collision Repair

Understanding how this process works is the first step. Knowing what to do about it is the second.

Before you ever need a body shop, consider choosing your insurance carrier carefully. Not all insurers treat the repair process the same way. Look for carriers that earn strong marks for claim handling – resources like the insurer report card can help guide that decision before you’re ever in an accident.

When your car does need repairs, remember that you have the right to choose your own shop. Your insurer may recommend their preferred shops, but you are not required to use them. If you do choose a shop on an approved list, ask directly: Do you follow the manufacturer’s repair procedures? Do you use OEM parts? Do you perform all work in-house, or do you send it to outside vendors?

Look for shops that carry manufacturer certifications. A certified Toyota shop, for example, has been trained to repair Toyota vehicles according to Toyota’s specifications. That certification doesn’t automatically guarantee a perfect outcome, but it sets a clear standard that you can hold the shop to.

Finally, ask to see the estimate and have someone walk you through it. You should know what parts are being used, where the work is being performed, and what the repair plan looks like before anything starts.

The Bottom Line: You Get What They Pay For

There’s an old saying that you get what you pay for. In the world of insurance-driven collision repair, the more accurate version is: you get what they pay for. The insurer controls the budget, the DRP shop works within it, and the consumer is often the last to know about the tradeoffs that were made along the way.

The RAV4 we inspected in this episode ultimately became a total loss – not because of the original accident, but because of what happened to it during the repair. A nearly new vehicle, destroyed by a process the owner had no visibility into.

At Nylund’s Collision Center, we do things differently. We follow manufacturer repair procedures. We use OEM parts. We keep customers informed and welcome them to come in and see their car at any stage of the process. And when we can’t do something in-house at the right standard, we send it to the right place – not the cheapest one.

If you have questions about a current or past repair, or you’d like to schedule a post-repair inspection, contact Nylund’s Collision Center. We’re here to make sure you – not the insurer – come first.

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Understanding Balance Billing In Collision Repair

Eric Reamer — Wed, 17 Jan 2024 17:35:51 +0000

Definition of Balance Billing

In the realm of collision repair, balance billing refers to the practice of a repair shop charging a customer for the remaining amount not covered by their insurance provider. When an individual’s car is damaged due to an accident, they typically file an insurance claim to cover the costs of repairs.

However, there are instances where the amount paid by the insurance company is insufficient to cover the full expenses incurred during the collision repair process. Subsequently, repair shops may bill customers for this outstanding balance, hence the term “balance billing.”

Explanation of Collision Repair and Its Importance

Collision repair encompasses a wide range of processes aimed at restoring a vehicle’s structural integrity and aesthetic appeal after it has been involved in an accident or suffered damage. It involves repairing or replacing damaged parts, matching paint colors, aligning frames, and ensuring that safety features function optimally. The significance of collision repair extends beyond mere cosmetic restoration; it plays a pivotal role in ensuring road safety and preserving vehicle value.

Overview of the Issue of Balance Billing in Collision Repair

Balance billing has become increasingly prevalent and contentious within the collision repair industry. The core issue lies in discrepancies between estimated costs provided by insurance companies and actual expenses incurred during repairs.

Such discrepancies often leave guests responsible for paying additional amounts out-of-pocket, leading to financial burdens that they may not have anticipated or prepared for. This practice raises questions about fairness both towards guests who expect their insurance coverage to be comprehensive and towards repair shops that strive to provide quality services while grappling with pricing disputes.

By delving into these subtopics—defining balance billing, explaining collision repair’s importance, and providing an overview of the issue—we can better understand why this matter has gained prominence within the collision repair industry. In subsequent sections, we will explore the collision repair process in detail, the role of insurance companies, legalities surrounding balance billing, and strategies to avoid or resolve such issues.

Understanding Collision Repair Process

Step-by-step breakdown of collision repair process

Collision repair is a comprehensive process that involves several meticulous steps to restore a damaged vehicle to its pre-accident condition. Each stage plays a crucial role in ensuring the vehicle’s structural integrity and aesthetic appeal are restored to pre-loss condition. The step-by-step breakdown of the collision repair process begins with an initial assessment and estimation, followed by disassembly and further inspection, then structural repairs and frame alignment, bodywork, panel replacement, paint preparation, and finally concludes with the assembly and quality control phase.

Initial assessment and estimation

The first step in the collision repair process is conducting an initial assessment of the damaged vehicle. This assessment involves examining both visible damage as well as potential hidden damages that may arise during disassembly.

Experienced technicians carefully inspect each component affected by the collision to create a detailed estimate of necessary repairs. The estimation process takes into consideration not only visible damage but also potential hidden damages that may be revealed during further inspection.

Disassembly and further inspection

Following the initial assessment, disassembly of affected areas is carried out to gain a deeper understanding of the extent of damage sustained by the vehicle. This step involves removing various parts such as bumpers, fenders, doors, or interior panels to gain access for thorough inspection. Technicians closely examine both exterior body panels as well as internal mechanical components to ensure any hidden damages are identified before proceeding with repairs.

Structural repairs and frame alignment

Once disassembly is completed, structural repairs come into focus. This stage primarily addresses damages to the vehicle’s frame or chassis caused by high-impact collisions.

Skilled technicians utilize specialized equipment like hydraulic straightening racks or computerized measuring systems to ensure proper alignment of the frame. Welding techniques may be employed for repairing or replacing sections of the frame, ensuring the structural integrity of the vehicle is fully restored.

Bodywork, panel replacement, and paint preparation

After structural repairs are finished, bodywork and panel replacement commence. Technicians skillfully repair dented or damaged body panels through techniques such as patching, sanding, or using filler materials. In cases where damage is extensive or irreparable, the affected panels may be replaced entirely.

Following bodywork repairs, meticulous preparation for painting takes place. This involves sanding surfaces to ensure a smooth finish and applying primers to promote paint adhesion.

Final assembly and quality control

The final stages of collision repair encompass reassembling all components that were removed during disassembly. Technicians carefully reinstall repaired or replaced parts with precision to ensure proper alignment and fitment.

Prior to delivering the vehicle back to the customer, a thorough quality control inspection is conducted. This inspection verifies that all repairs have been performed accurately and that the repaired vehicle meets strict safety standards and aesthetic requirements.

By following these systematic steps in collision repair process – from initial assessment to final assembly – skilled technicians can effectively restore damaged vehicles with meticulous attention to detail and expertise.

Understanding this process not only helps customers appreciate the complexity involved but also assists in creating a fair estimation of costs associated with balance billing in collision repair scenarios.

The Role of Insurance Companies in Collision Repair

Importance of insurance coverage for collision repairs

Insurance coverage plays a pivotal role in the collision repair process. This coverage is supposed to provide peace of mind and financial protection to vehicle owners. Accidents can result in substantial damages that may require costly repairs, making your choice of quality insurance coverage essential.

It acts as a shield against the financial burden that comes with repairing or replacing damaged parts, ensuring that individuals can restore their vehicles to pre-accident conditions without significant out-of-pocket expenses.

Insurance claims process for collision repairs

The insurance claims process is a critical aspect of collision repairs, as it determines whether an insurer will cover the costs associated with the damage sustained in an accident. Filing a claim promptly after an incident is crucial to initiate the process.

This involves contacting your insurance company and providing them with all necessary documentation relating to the accident, such as police reports, photographs of the damage, and contact information for any witnesses. Once the claim is filed, an adjuster will be assigned to assess and evaluate the extent of the damage.

Filing the claim and providing necessary documentation

When filing a claim for collision repair with your insurance company, it’s essential to provide them with accurate information and all necessary documentation related to the accident. This includes details such as date, time, location of incident along with supporting evidence like police reports or witness statements if available. Moreover, photographic evidence illustrating damages sustained by your vehicle can significantly strengthen your case during negotiations with insurers.

Negotiating with insurance adjusters

After filing a claim for collision repair, you may engage in negotiations with an insurance adjuster appointed by your insurer. The adjuster’s role is to assess damages and determine appropriate compensation based on the terms of your policy.

It is crucial to be prepared when negotiating with adjusters, having a thorough understanding of the repair costs and estimated value of your vehicle. Choosing a reputable collision repair shop can be your best support during negotiations. We strongly encourage you to select a body shop who is not in an established (DRP) Direct Repair Partnership with any insurer.

Approval or denial of the claim

Once all necessary documentation is submitted, and negotiations conclude, the insurance company will determine whether to approve or deny your claim for collision repairs. Several factors influence this decision, including policy coverage limits, deductibles, and the terms and conditions outlined in your insurance contract. In cases where claims are approved, insurers may issue a settlement offer that covers all or part of the repair costs.

However, it’s also possible for claims to be denied due to policy exclusions or disputes over fault in determining liability for the accident. In such instances, vehicle owners may need to explore other options like appealing the decision or seeking legal assistance to ensure rightful compensation.

Balance Billing: What It Means for Collision Repair Customers

Definition and Explanation of Balance Billing in Collision Repair Context

Balance billing refers to the practice where collision repair customers are billed for the remaining costs of their repairs that are not covered by their insurance policy. When an insurance payout falls short of the actual repair costs, customers are responsible for paying the difference out of pocket.

This can lead to unexpected financial burdens and disputes between customers, repair shops, and insurance companies. Understanding the concept of balance billing is crucial for collision repair customers to navigate this complex issue.

Common Scenarios Where Balance Billing Occurs

Several scenarios can give rise to balance billing in collision repairs. One common situation is when there are billing discrepancies between repair shop estimates and insurance payouts.

Insurance companies may evaluate repairs differently or use different pricing methodologies, resulting in a gap that leaves customers with additional expenses. Additionally, additional charges can arise if parts or services required for the repairs are not covered by the insurance policy, leaving customers responsible for those costs.

Disputes over labor rates or hours worked can also contribute to balance billing issues, as different parties may have conflicting opinions on what constitutes fair compensation. Hidden damages discovered during disassembly can lead to unexpected costs that were not initially factored into the estimate provided by either the repair shop or insurance company.

Legalities Surrounding Balance Billing in Collision Repair

State Laws Regarding Balance Billing Practices

Different states have varying regulations regarding balance billing practices in collision repairs. Some states have specific laws that govern how much a customer should be responsible for when there is a discrepancy between an insurance payout and actual repair costs. It’s important for collision repair customers to familiarize themselves with their state’s relevant laws and regulations to understand their rights and potential recourse.

Consumer Protection Laws Related to Collision Repairs

Consumer protection laws play a significant role in safeguarding collision repair customers from unfair practices. These laws aim to protect consumers from deceptive or fraudulent billing practices by repair shops and insurance companies. Understanding consumer protection laws related to collision repairs empowers customers to make informed decisions and seek appropriate redress if they encounter balance billing issues that violate these regulations.

Case Studies Highlighting Legal Battles Between Customers, Insurers, and Repair Shops

Examining real-life case studies can shed light on the legal battles that arise from balance billing disputes in collision repairs. These case studies offer valuable insights into the complexities surrounding this issue and the outcomes of legal proceedings. By studying previous cases, collision repair customers can gain a better understanding of potential challenges they may face and how similar situations have been resolved.

Strategies to Avoid or Resolve Balance Billing Issues

Thoroughly Reviewing Insurance Policies Before Signing Up

One effective strategy for avoiding balance billing issues is to carefully review insurance policies before committing to coverage. Understanding the coverage limits, deductibles, and any exclusions related to collision repairs can help customers make more informed decisions that align with their expectations and financial capabilities.

Seeking Clarification and Negotiating with Insurance Companies

When faced with balance billing disputes, it is crucial for customers to communicate directly with their insurance company. Seeking clarification about the reasons behind a shortfall in coverage or negotiating for fair resolution can often lead to satisfactory outcomes. Building open lines of communication with insurers allows for potential compromises that can alleviate financial strain on collision repair customers.

Conclusion:

Navigating balance billing issues in collision repairs requires both awareness of one’s rights as a customer and proactive strategies toward resolution. While it is unfortunate when discrepancies arise between insurance payouts and actual repair costs, understanding the concept of balance billing and the common scenarios where it occurs empowers customers to make informed decisions.

By familiarizing themselves with state laws and consumer protection regulations, customers can act in their best interests when seeking legal remedies. With thorough review of insurance policies, open communication, and negotiation, customers can mitigate potential balance billing issues and ensure a smoother collision repair process.

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7 things to know about repairing your car’s hail damage

Eric Reamer — Mon, 22 May 2023 15:17:18 +0000

Hail damage season is upon us. As the seasons change from Spring to Summer, it’s important to be aware of the fact hail often comes along for the ride. The midwest part of our country faces severe weather that usually produces 7-9 hail days every year. And with those storms, come hundreds of pop-up paintless dent repair shops, many of which are from out of state. Before you choose a company, review this list of 7 things you should know about repairing your car’s hail damage.

1. Hail season goes from mid-April to mid-August

The states of Colorado, Wyoming and Nebraska make up America’s “Hail Alley”. These three states have closer freeze levels (the level of atmosphere at 32 degrees Fahrenheit or below) than anywhere else resulting in larger, more damaging hail hitting the ground.

2. Insurance companies regularly under-write hail estimates

Your insurance company is a for-profit business. They are aware of the fact that many people claim hail damage to receive a check, but then decide to pocket the cash instead of repairing their car. Because of this, many insurance companies write estimates that are significantly lower than the cost to properly repair the vehicle. They are banking (literally) on the hope that the insured just cashes the check, significantly increasing the insurance company’s profit margin. Even if you decide not to repair your car, it would be wise to make sure that the amount the insurance company gives you is enough to do the right job. If you don’t, you could be leaving as much as 50% of money owed, on their table… not yours.

3. Paintless Dent Repair (PDR) can only go so far

If the hail that dents your vehicle is small and light enough, it’s possible to work the dents out with metal tools. In the hands of a qualified expert, these tools can massage the metal back into shape from underneath.

Sometimes you might receive hail damage that is large and heavy enough to put microscopic cracks in your car’s paint. When this happens, your vehicle is damaged beyond even the ability of the best paintless dent repair expert. The integrity of your car’s paint has been compromised, and if not properly addressed by sanding and repainting, rust and further cracking will take place.

4. Hail damage can total your car

Insurance companies use mathematical formulas to decide whether or not it’s worth it (to them – not you) to repair your car. When the cost of repair is higher than the amount the insurance is willing to pay, they will declare your car “totaled”. At that point, they will offer a settlement equivalent to what they feel your car is worth, and write you a check for that amount. It would be wise to check that settlement offer with a professional body shop to make sure that the insurance company is offering a fair value.

5. Claiming hail damage on your insurance should not raise your rates

In most cases, hail storms are considered an “act of God”, and therefore will not raise your insurance premium rates. This will be covered under the comprehensive area of your policy, not under collision.

6. You should repair hail damage before the next season

Most insurance providers do not put a timeline on how long you have to claim hail damage. Some of them advise you to make the claim within 30-60 days of the actual event. In either case, it’s usually advisable to make your claim sooner rather than later. You should make note of your location and time of day to properly advise your insurance adjuster.

7. You cannot claim the same damage twice

You do not have to repair your vehicle after making a hail damage claim. However, if your car is subjected to damage from a second hail storm, you must be able to prove that there is new damage to the vehicle. In such an event, your insurer is likely to require another deductible and then will reassess the damage, deduct their original payment, and pay the difference. Keep in mind that it’s very likely that they underpaid you the first time, and are likely to do the same on this subsequent claim.

Resources:

https://www.nssl.noaa.gov/

https://www.thedenverchannel.com/news/local-news/colorado-hail-season-what-you-need-to-know

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Pre-Scanning – Is It Necessary?

Eric Reamer — Sat, 26 Nov 2022 16:23:38 +0000

The Necessity of Pre-Scanning Your Vehicle

When a guest brings their vehicle to us for repair, one of the very first things we do is pre-scanning to establish a baseline of information. Many times after an accident, there is damage that is not immediately visible. Pre-scanning allows us to know if a sensor may have been pushed out of position, or entirely damaged. And these days, there are so many computer components directly involved in the safety elements of your vehicle that it becomes imperative to know what’s working properly, and what’s not.

Pre-scanning your vehicle is something that some insurance companies don’t want to pay for. They operate under the (false) assumption that damage will become apparent as the repair moves forward, and so it’s not necessary to perform pre-scanning. This is wrong thinking by people not qualified to make such decisions.

If you take your vehicle to a body shop that doesn’t perform pre-scanning from the very beginning, you are risking them performing an incomplete – or even worse – an unsafe repair. We created an episode of our video series, The Airing of GRIEVEances that addresses this very situation, and the potentially dangerous consequences that can follow. You may find that video here.

We feel strongly that pre-scanning is the first step toward a correct repair. It gives us information that we wouldn’t have any other way.

Here at Nylund’s, we pre-scan and post-scan every vehicle – because it’s the right thing to do. Our mantra is: “If it isn’t perfect, it isn’t leaving.” If you have any questions about our reasoning for pre-scanning, or would like a second opinion about a repair you had done somewhere else, please don’t hesitate to contact us here. Similarly, if you are interested in what your vehicle manufacturer says about pre and post-scanning, visit OEM1Stop.com and search for the relevant position statement.

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Best Lexus Collision Center – What To Look For

Eric Reamer — Tue, 18 Oct 2022 17:34:58 +0000

How do you know you’ve chosen the best Lexus collision center?

You want the best Lexus collision center to repair your luxury vehicle to the quality and commitment standards that Lexus themselves put into it. We want that, too. And that’s why we recommend going straight to the source: the Lexus Covenant.

The Lexus Covenant

Lexus competes in the luxury automotive industry, the most prestigious race in the world.
Lexus’ history and experience has culminated in the creation of our automobiles,
the finest ever built.

Lexus will win the race because:
Lexus will do it right from the start.
Lexus will have the finest dealer network in the industry.
Lexus will treat each customer as we would a guest in our home.

If you think you can’t, you won’t.
If you think you can, you will.
We can, we will.

Nylund’s Collision Center strives to be the best Lexus collision center in the world. And we do so by aligning our core values with that of Lexus’ covenant.

We are inextricably tied to this vision, and our mantra – executed every day – is simple: If it isn’t perfect, it isn’t leaving.

Our guests feel this commitment to excellence in every interaction, and with every delivery of a beautifully repaired Lexus vehicle.

When you start searching for the best Lexus collision center, ask yourself – better yet, ask the shop manager or owner: “Can you… Will you… repair my Lexus to the original level of quality it was designed to when I bought it?”

If they hesitate at all… it might be time to keep looking for the best Lexus collision center. And, as always, if you have any questions about any of the things we do here at Nylund’s Collision Center – please feel free to contact us directly!

Here at Nylund’s…
We Can. We Will. We Do.

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Lexus Specialist Collision Center vs. a Common Body Shop

Eric Reamer — Thu, 23 Dec 2021 16:40:16 +0000

When you need the services of a collision center for your Lexus, doesn’t it make sense to bring your vehicle to a Lexus Specialist Collision Center? We think it does, and we’ll tell you why.

As one of the first Lexus Authorized Collision Centers in America, and the only one within a multi-state region, Nylund’s knows your Lexus vehicle inside and out. After all… we have invested heavily in the right people, and the right equipment for the right reason: your safety and that of your loved ones.

Our advanced-trained estimators, technicians, and painters are at the very heart of each and every repair. They have earned the rank of Lexus Certified staff after completing hours of the most comprehensive training available by Toyota/Lexus.

As a Lexus Specialist collision center, we make sure that we have all the right tools for our guest’s collision repair needs. Nylund’s has the right torque wrenches, welders, and yes… even the right paint to restore your Lexus to its original equipment manufacturer’s specifications. Simply put: if it isn’t perfect… it isn’t leaving.

And our WHY is equally simple – and yet ultimately powerful: Your safety MATTERS to us! We are known as Colorado’s Lexus Specialist Collision Center for good reason. We WILL NOT cut corners where your safety is concerned. We repair your Lexus vehicle only one way: the RIGHT WAY. We will not put aftermarket parts on your car. We will refer to only the most current Lexus repair procedures directly from Toyota/Lexus, as we know that procedures change all the time. And we will ALWAYS scan and measure your vehicle before and after our repair to make 100% certain that it’s safe for you to drive away with confidence.

And why do these things matter so much?

Many times Lexus owners are persuaded by insurance companies – and even by some “other brand dealerships” – to take their vehicles to their “preferred” or “in-house” body shops. And while, on the surface that may appear to be a good thing… in reality, it is rarely so.

Do you really want the local Hyundai dealership’s body shop to attempt the precision, and often high-tech repairs to your Lexus luxury vehicle? They are not likely to be the Lexus Specialist Collision Center that you want and need to be working on your car. They have technicians that are trained to repair their own brand: Hyundai.

As for the common body shop that your insurance company recommends, ask yourself why they recommend it. It’s not because they are a Lexus Specialist Collision Center. Much more to the point, it’s because the body shop and insurer have a mutual partnership (called a DRP) where the insurer will refer more cars as long as the body shop agrees to work with the cost-cutting estimates that they provide. The focus of those repairs is speed and profit (for them both) and NOT on quality of even the safety of you and your loved ones.

Consider this in a different context:

Who would you rather perform a necessary heart surgery: a trained cardiologist specializing in the particular surgery you require? Or the dentist who happens to be available? Both are doctors. Both specialize in their own areas.

And while you may initially think that this comparison is not reasonable… in BOTH instances we are talking about the potential for life-saving training and the proper use of the proper equipment that can absolutely make a huge difference to your long-term future.

Choosing a common body shop can have catastrophic consequences. We see (and document) case after case of poor and dangerous repairs by dealership body shops and shops “preferred” by insurers. They happen all the time where speed and profit are the priority.

YOU HAVE THE CHOICE to have a Lexus Specialist Collision Center repair your car the right way, or to risk a rushed and possibly incorrect repair. Now more than ever with the increasing complexity of your Lexus luxury vehicle – it’s important to choose wisely!

If you have questions or would like to discuss a repair plan with us, we would be happy to speak with you. Contact us here, or call us any time. And if you’ve had your Lexus repaired by anyone other than a Lexus Specialist Collision Center and would like us to perform a post-repair inspection, we can make that happen as well.

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Bodyshop Surprises – Was it REALLY Repaired?

Eric Reamer — Tue, 07 Sep 2021 17:27:17 +0000

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.

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Lexus Mobile Collision Assistance

Eric Reamer — Fri, 27 Aug 2021 15:53:32 +0000

On August 11, 2021, Lexus USA and Toyota motor North America announced their partnership with CCC Intelligent Solutions Inc. and the release of the Lexus Mobile Collision Assistance feature within the Lexus app. This new feature is available to subscribers of the app and offers guided instructions to help drivers in the earliest moments after an accident has occurred.

Collision Assistance is designed to let the customer choose how they would like to handle the claim and repair processes, and at the same time educating them about how the process works. The feature is intuitive in design, and guides the guest through three major steps: Capture the Scene, Notify your Insurance and Find a Shop.

Of course, before the app guides the guest through any of those features, it ascertains many of the key bits of information that can be collected automatically immediately after a collision. That includes VIN, guest profile information, odometer, location, date and time, etc.. All of this is done behind the scenes, in recognition that the first moments after an accident are both confusing and often disorienting for the people involved.

The benefits to subscribing and making use of the Lexus Mobile Collision Assistance feature are manyfold. Of highest consideration is the information offered to allow the guest to make informed decisions about their vehicle’s repair process. Instead of the typical “insurance as First Notice of Loss” model, the Lexus Mobile Collision Assistance offers an alternative to their guests. Users of the Lexus app will now be made aware of Lexus Authorized Collision Centers. These body shops have all taken advanced training from Toyota/Lexus USA, and the highest qualified repair facilities for your Lexus vehicles.

The Lexus Mobile Collision Assistance system is designed to get customers pointed in the direction of the most appropriate, proper repair of your Lexus vehicle… not necessarily the repair facilities that are embedded in partnerships with the insurance companies.

Here at Nylund’s Collision Center, we are proud to be the only Lexus Authorized Collision Center in a multi-state region. We only repair vehicles to the standards and specifications published by the original equipment manufacturer, and we never use aftermarket or salvaged/used parts. We encourage our guests to look into adding a subscription to the Lexus Mobile Collision Assistance element of the Lexus app, and consider it a contributor to the peace of mind that Lexus owners have come to expect from their high performance luxury vehicles.

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Lexus Authorized Collision Center – Nylund’s Collision Center

Eric Reamer — Fri, 11 Dec 2020 17:15:15 +0000

Celebrating the Guest Experience – Lexus Style!

It is with great pride and equal humility that we share the news that Nylund’s Collision Center has been named a Lexus Authorized Collision Center.

This is a huge honor, and one that we take very seriously around here. We have been preparing for this moment ever since Robert and Carol Grieve purchased the business back in 2006.

From that very moment, the driving philosophy of Nylund’s business model has been the guest experience. Nothing is more important than providing the proper repair and employing original equipment manufacturer’s parts and procedures to every repair.

Lexus USA agrees, and is launching the pilot of their Lexus Authorized Collision Center program, beginning with Nylund’s Collision Center.

Meet the Lexus Certified Team at Nylund’s

Robert Grieve - Owner

Greg Grieve - Structural & Body

John Groome - General Manager

Kevin West - Structural & Body

Luis Romo - Structural & Body

Why Choose Nylund’s Collision Center For Your Repair?

What separates Nylund’s Collision Center from so many others is our 100% commitment to performing the right repair each and every time. In order to do that, we always go directly to the original equipment manufacturer’s procedural documentation. And we always use 100% OEM parts. The quality of repair and safety of our guests and their loved ones demand absolutely nothing less.

Press Release 12/11/2020

Englewood, CO – Dec. 10, 2020 | Denver Area Collision Center First in America to Become Lexus Authorized. Nylund’s Collision Center of Englewood has been named the very first repairer in the country to bear the title of “Lexus Authorized Collision Center”.

Lexus USA has launched a pilot program to identify collision centers that qualify under their meticulous standards and demanding training requirements to bear the Lexus Authorized title. During this pilot, a very short list of repair shops spread across America have been selected. Each shop must pass multiple qualifications and faithfully adhere to Lexus’ Kaizen (change for the better or continuous improvement) philosophy of business. There is also a strong emphasis on providing an exceptional guest experience.

Nylund’s Collision Center was selected to enter the pilot as a result of their long history of implementing the proper equipment, processes and materials to repair Lexus vehicles to original equipment manufacturer’s standards. Nylund’s has a full compliment of Lexus trained and certified staff, all of whom embrace and execute the Kaizen culture.

“We couldn’t be more honored to be recognized as America’s first Lexus Authorized collision center”, said Robert Grieve, owner of Nylund’s. “It means so much to us to be so closely associated with a car manufacturer like Lexus USA. It’s clear that our mutual passion for the guest experience is in perfect alignment.”

When asked about the importance of collision centers earning the Lexus Authorized status, Grieve said, “We believe that there’s only one way to repair a Lexus vehicle: the right way. That means that everything we do must be done in the spirit of the highest quality of craftsmanship and love for the guest that Lexus puts into every car they make. We would like to congratulate each of the other pilot collision centers across America that will bear the LSCC designation in the very near future. It is a rigorous program, and being recognized by Lexus as the very best is hard-earned and well-deserved.”

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2020 Subaru Outback – Should It Be Totaled Or Repaired?

Eric Reamer — Thu, 29 Oct 2020 19:13:32 +0000

Should a brand new 2020 Subaru Outback be totaled or repaired after an accident? Before you fire off a knee-jerk response, let’s take a look at an actual situation that came through our doors recently. In this article, we’ll discuss what goes into deciding whether a vehicle should be totaled or not, who makes that ultimate decision, and what’s at stake if they get it wrong.

The 2020 Subaru Outback that came to us was involved in a head-on collision angled off of the driver’s side. It was delivered via tow truck from the impound/auction lot. Right off the top, this raises red flags for us. We are interested in how and why the car was taken to auction, and when the insurance company wrote the original estimate to REPAIR it. We believe that the car was taken to auction first, and that is where the insurance adjuster wrote the estimate.

A car company designing vehicles to save lives insured by an insurance company designed to save money…

When the insurance company decided to repair, rather than total this vehicle, the owner of the vehicle chose to bring it to us. After the most cursory inspection, it was obvious to us that the cost of repair would exceed the value of the car and that this would be a total loss. We disassembled the vehicle and performed a complete inspection. We submitted our estimate and in the end, the insurance company agreed with us that the car was a total loss.

Who Decides Repair vs. Total

Here is the issue we are trying to raise awareness about: the insurance company originally wrote their estimate to repair this 2020 Subaru Outback. Had the car’s owner decided to take it to one of the insurer’s ‘preferred’ shops, it is possible – maybe even probable – that it would have been repaired. Body shops that are in partnership with the insurance companies are compelled to perform the repairs – almost always with aftermarket or salvaged parts – as the insurance company writes them.

The body shop isn’t the one who decides whether a vehicle is to be totaled or repaired. That is up to the insurer. They must weigh the expense of repair against the value of the car. The problem comes into play when the repair is written for the cheapest parts that don’t have documented safety ratings – a common practice for most insurance companies. However, if the body shop is in a partnership with the insurer – they may also pressure you to go through with a repair, even when it should be totaled. Why would they do something like that? Simply put, it’s much more profitable for them to perform a repair – even the wrong repair – than to total a vehicle. And in today’s economic climate, many shops are taking anything they can get just to keep their doors open.

This practice bypasses the PROPER REPAIR in the name of saving money for the insurance company and profiting the body shop. And because the proper repair isn’t performed, it puts at risk the safety of the vehicle’s owner, his or her family, and everyone on the road that the vehicle in question ever comes near. Cheap parts can, and do fail. Repeat accidents can and do happen. A proper repair maintains the integrity of the vehicle the way the manufacturer original designed it.

Only one proper way to repair vehicles

Here at Nylund’s we are committed to repairing vehicles only one way: the right way. In order to do that, we always pull the manufacturer’s repair plan – and we always use 100% original equipment manufacturer’s parts. And sometimes, that costs a little more than what insurance companies want to pay. But the way we see it, your life and the lives of others is more valuable than cutting corners on the proper repair to save the insurance companies money. And if that means that the expense of the proper repair outweighs the value of the vehicle, then we feel that totaling the car is the right thing to do, regardless of how new it may be.

On this 2020 Subaru Outback, we wrote our estimate for a proper repair. And, fortunately, the insurance company came around to agree with us that the expense of the repair outweighed the value of the vehicle. It doesn’t always happen that way.

The moral of this story is this: don’t let an insurance company or even a body shop bully you into performing a substandard repair just because they will make more money doing so. If a shop is unwilling to stand up for the proper repair of your vehicle, you have the right to choose a shop that will. And if performing the proper repair ends up costing more than the value of the vehicle – you (and everyone around you) benefit from removing an unsafe car from the road.

If you ever have any question about an insurance company or body shop pressuring you to agree to a repair with aftermarket or salvaged parts – regardless of the age of your vehicle – feel free to contact us directly. Even if we don’t perform the repair… your safety and that of others on the road matters to us more than any amount of money.

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