Customer Service Archives - Nylunds Collision

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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How to Read a Body Shop Estimate

Eric Reamer — Wed, 27 May 2020 15:56:38 +0000

What you should know about your body shop estimate

Reading a body shop estimate can be difficult for the average person. These documents are full of acronyms and jargon that may not mean much to the vehicle owner. And in this case, what you don’t know might hurt you… literally.

If you are looking at a body shop estimate, you have obviously been traumatized by a collision of some type. You’ve probably received an estimate from your insurance adjuster, and have chosen a body shop. This is where the shop technicians will disassemble the damaged area of your car, and the estimator write a more thorough repair plan.

In this article, we’ll explain what you should look for on your estimate, and what those acronyms really mean. They absolutely affect the safety of you and your loved ones.

OEM – Original Equipment Manufacturer. These are parts produced by your vehicle’s manufacturer. They are specifically tested, designed and built to the safety specifications required by your car coming off the assembly line. There are no better parts to put on your vehicle. No one has done more research and development, or invested nearly as much time and money into making sure that each part works exactly as designed.

A/M – Aftermarket. These parts are made by ‘other than the original’ manufacturers. By their very definition, these parts must be ‘different’ than OEM parts, or they would violate patent laws. There is no safety test documentation available, and they often do not fit properly.

LKQ – Like Kind Quality. Most insurance companies insist that their adjustors write estimates including LKQ parts. These parts are often found in junkyards or salvage yards. It is common insurance company practice to write estimates that include putting old, and previously damaged parts on brand new or late model vehicles.

B% – Betterment. Betterment refers to the percentage (after deducting for wear and tear) that an insurance company is willing to pay for items that wear or depreciate. If you had tires with 30,000 miles of wear on them at the time of your accident, the insurance company will only write for replacing 70% of the cost of new tires.

It’s important to be aware of the parts that your body shop estimate is calling for. In cases of equipment that affects the structural integrity (safety) of your vehicle, we strongly recommend you insist upon OEM parts.

If your estimate includes the acronyms A/M or LKQ, your insurance company is writing to save THEM (NOT YOU) money. Depending upon your actual policy’s terms, you may be required to pay the difference between cheaper quality, less expensive (and possibly used) parts and the OEM parts that originally came with your car.

At stake is the very safety of anyone driving the car in the event of another accident. We believe that the risk is too great to even consider using anything other than OEM parts.

Resources:

https://www.choisserimports.com/whats-wrong-with-aftermarket-parts.php

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Best Subaru Body Shop Denver

Eric Reamer — Sat, 21 Dec 2019 20:24:17 +0000

Many people are searching for the best Subaru body shop in Denver, but finding the best can be confusing if you don’t know what to look for. We’ve compiled a brief list of really important questions that you should ask ANYONE claiming to be the best Subaru body shop.

Will they perform pre and post scans on your vehicle? When you’re searching for the best Subaru body shop in Denver, be sure to ask if they include scans both before and after the repair. Subaru requires such scans, but many shops do not perform them, as several insurance companies are reluctant to pay for them.These scans are critical to a proper repair because so much of your vehicle is electronically interconnected. Making sure that everything is properly calibrated can mean the difference between life and death when it comes to proper operation and if necessary deployment of select safety systems (airbags, etc). If it’s not listed on your invoice – chances are high that they didn’t perform these critical scans.Many newer model Subarus have Eyesight pre-collision braking and lane recognition installed. If these cameras are not properly recalibrated after a windshield replacement, very serious harm could come to the occupants of the car when such assistance becomes necessary.
Will they look up the proper procedures from Subaru of America? You would think that this is a no-brainer, but the percentage of shops that actually pay attention to this level of detail is remarkably low. Instead, they simply perform the repair that THEY think is best, and that usually ends up badly for the vehicle owner.The best Subaru body shop in Denver should be able to confidently assure you that no repair is performed on any vehicle without the strict use of proper manufacturer’s documentation.
Will they have the proper equipment? Again, one might never imagine that repairs on your beloved Subaru would be performed with anything but the right tools… and again we assure you that such is very, very often not the case.For instance, are they using the proper welding equipment – with the proper gas? Subaru of America requires several very specific welders – and requiring a very specific mixture of gases with those welders. These requirements are specific to Subaru, and other vehicle makes (ex. Lexus) require different welding specifications. The necessary tools are very expensive, and many shops bypass the extra expense of getting the right equipment.
Will they have the proper lighting? Wait a minute. Are we seriously going to suggest you ask about the shop’s lighting? You bet we are! And here’s why: Subaru of America requires a minimum of 700 lumens in order to properly repair your vehicle. They want to make sure the technician working on your car is able to see clearly every detail of the repair.We here at Nylund’s have over 1,100 lumens of lighting, nearly doubling the required amount.
How will they protect your car during the repair? The best Subaru body shop will not only consider the areas of your car requiring repair, but they also be considerate of any part of your car that might be affected while the repair is being made.Ask your shop if they provide car seat and steering wheel protective covers. If they don’t, then they are not likely the best Subaru body shop.
Will they use aftermarket or used parts on your repair? The great majority of shops do not hesitate when it comes to using cheaper, inferior parts in the repair. This cost-cutting action may come at the expense of your safety.The best Subaru body shop will only use original equipment from the manufacturer in your repair. It’s not about saving money – it’s about performing the right repair – every time.
How will they deliver your car? Do they wash and detail your vehicle before delivering it? Or is the only “clean” area the one that they worked on? It’s hard to imagine that thousands of cars are delivered in a less than stunning condition – and yet it happens every day.

You want the best Subaru body shop for your vehicle. And any shop hoping to hang their hat on that title will be able to answer positively with confidence each and every one of the above questions.

Whether you’re having your repair done by Nylund’s or any other shop, we are always happy to answer any of your questions. And if you have concerns about any repair, we offer free visual post-repair inspections.

You love your Subaru… and we love performing each of our repairs one way only: the right way.

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Insurance Company’s Great Runaround

Eric Reamer — Sat, 07 Apr 2018 19:50:44 +0000

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.

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What to expect from insurance after a car accident

Eric Reamer — Sat, 20 Jan 2018 20:17:51 +0000

A recent conversation with one of our guests very clearly illustrates the most common questions and answers between claimants (victims in an accident) and independent repair facilities. Because the proper repair requires the insurance company representing the insured (the person who hit the claimant), we thought it would be helpful to our guests to get a behind the scenes view of the steps of the repair process.

Here is the conversation as it happened between the Claimant (our guest) and the independent body shop (Nylund’s Collision Center):

Claimant: I very much appreciate your offer to have the car in for repair on Feb 14. However, I do want to update you with the fact that American Family Insurance (AmFam) sent me a check for the amount of $4276.13. I have filed it and will not cash it. I feel the sending of this check is very inappropriate. I am very concerned about this behavior on the part of AmFam. And I ask again if-given this behavior on the part of AmFam – do I need to consider hiring an attorney?

Nylund’s: All your concerns are valid and you posed great questions. I wish this process were easier on everyone, unfortunately it’s not the case.

We are aware of AmFam’s initial estimate. It is in no way inclusive of all that will be needed to repair your vehicle back to undetectable, pre-loss condition. The initial estimates rarely are.

I don’t believe there is any reason to hire a lawyer quite yet. That being said, Let’s chat about a few of your concerns and the options available.

Claimant: I asked you if I would be held responsible for any amount that AmFam refuses to pay. It seems that once you have the car and have it fully assessed that you will again negotiate with AmFam. However – with a worst case scenario that they refuse to pay – what then? Now may car is in pieces in your repair shop-how do I go on from there?

Nylund’s: In order to get Amfam to adjust their initial estimate, the vehicle will have to be disassembled and all the damage shown to the insurance adjuster.

We have no doubt they will increase their initial estimate. The question is: will they cover all the necessary repairs? The answer is there is no way to know until we are in the middle of it. We go through a great deal of research on each and every vehicle and print out the manufacturer’s procedures and position statements to review and provide the insurance company when they re-inspect the disassembled vehicle. The reason we go through all of this is to convince the insurance company of the correct way to repair the vehicle and influence them to pay for the proper repairs.

So let’s say they don’t want to pay completely for the correct repairs we describe. If you want us to continue with the repairs, then yes, initially you will be responsible for the difference. Here is the reason. This is your vehicle and the contract to repair the vehicle is between you and us. The insurance company (whether yours or someone else’s) indemnifies you, the vehicle owner as we have no contract directly with them.

As far as any potential difference goes, many times that difference will go down because we will continue to send supplements into the insurance company during the repairs with additional documentation and photos and they will generally continue to pay a little more each time reducing the initial difference.

There are also other alternatives.

Let’s say we cannot come to an agreement with the insurance company. You can request AmFam to remove the vehicle from our shop and bring it to one of their shops that will have to repair it for what they wrote. The quality of the repairs will be a potential question, but you will not have to come out of pocket for anything.

Now, let’s say that the vehicle was repaired by AmFam’s shop and the repairs were found to be substandard. Because the repairs were completed at one of their contract shops, AmFam has to guarantee the repairs performed.

We end up doing many, many re-repairs of vehicles that have been repaired poorly from these shops and the insurance company has to stand behind the repair and pay us to re-repair the vehicle.

Interesting that insurance companies would rather take this long road and end up paying much more than if they just paid us to repair it correctly the first time. But unfortunately for the consumer, it happens like this quite often.

Here is another alternative.

You have us complete the repairs and pay the difference. During the repair process, you hire a lawyer. The lawyer sends the person that hit you a letter letting them know that you will be pursuing them directly for any out of pocket expense their insurance is not covering. Just because they have insurance does not let them off the hook for the loss to your property. The person receiving the letter will most likely call the insurance company to ask what’s going on?

Many times the insurance company will reassess their position at that point because if it ends up with you suing the person directly for the difference, the insurance company has to pay for and provide the legal defense for their insured in court – and it is less expensive for them to just pay to have the car repaired correctly instead of going through all the legal expense.

Now in any of the above situations, if you own your car, you are entitled to the diminished value of your vehicle in addition to have the correct repairs completed to your vehicle. When a vehicle has been repaired, no matter how perfect the repairs are, the vehicle is worth less than the identical vehicle that has never been repaired. This is known as inherent diminished value. We have a referral to a company that specializes in assisting you in getting paid this money. If you did have out of pocket expense, many times that can be added to the diminished value claim.

Because of all the variables, it is very difficult to define how long the vehicle will be down for repairs. I can tell you this. It is in our best interest to get the vehicle back to you as quickly as possible because we front all the money for the complete repair and do not deposit a penny until you pick it up.

Keep in mind, during the repairs they should be providing you a comparable rental vehicle.

You have one more alternative.

If the (insured’s) insurance company refuses to do the right thing and pay the full amount for your vehicle to be properly repaired, you may then go to your insurance company with the request for them to take over the claim. This gives you a higher degree of leverage, as your insurance company is under contract to restore your property to pre-loss condition. (This is not the case with someone else’s insurance company). You will have to pay your deductible – but you are also entitled to access more options to ensure the job gets done properly (ie. the appraisal clause).

Insurance companies have made the process of having your car repaired very complex, we do our very best to be by your side, on your side every step of the way.

I know I have given you a lot of information here, please feel free to reach out with additional question or clarification. No need to despair… we have your back.

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Welcome Brian Forester to Nylund’s Collision Center

Eric Reamer — Sat, 04 Nov 2017 17:43:07 +0000

Excellence Attracts Excellence

Aristotle once said, “quality is not an act, it is a habit”. Here at Nylund’s Collision Center, we not only believe this to be true; we eat, sleep, drink and breathe this mantra! We paraphrase it this way: “If it’s not perfect – it’s not leaving”.

Needless to say, this high standard puts us at odds with many in our industry, especially insurance companies that prefer to cut costs at every corner – typically at the financial and safety expense of their insured. There is a daily battle being waged between independent auto body owners and those who are supposed to cover the costs of the PROPER repair.

It is with the highest amount of pride and utmost respect that we announce the addition of a true General in the war for what’s right in our industry. Please help us welcome Brian Forester to Team Nylund’s.

Brian worked his way up through the industry from estimates to paint, and at the age of 26, he was awarded the Manager’s position at Legacy Ford Body Shop in Pasco, Washington. Under his management, the shop grew more than 45% in less than a year. He has become widely recognized as an influencer in the auto body industry by the very best of the best.

Brian spent a little more than 2 weeks with us in October, and during that time he made such a positive impact within our community. He reached out to every team member across every department, and earned the respect of each and every man and woman at Nylund’s. He rolled up his sleeves and jumped right into the deep end – and as a result, we saw an immediate boost in operations and production. After his first full week, we delivered a record number of vehicles to our guests and we knew we had to invite him to make Nylund’s his permanent home.

“He shares our WHY”, says Robert Grieve, owner of Nylund’s. “He understands the big picture of what we’re trying to accomplish – not just within our business, but within our industry all across America. We couldn’t be happier with his acceptance of our offer to join Team Nylund’s.”

Our greatest days are yet ahead of us, and we invite all of our guests to stop by any time and welcome Brian Forester to Nylund’s Collision Center. And for all those looking at Nylund’s as the shop to handle your vehicle repair with superior quality… you may be confident that you, your family and your car – are in GREAT HANDS!

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This Is How It Should Be

Eric Reamer — Sat, 14 Oct 2017 16:58:08 +0000

Meet Sally (pictured on left).

Her beautiful 2000 BMW was hit (rear bumper), and she immediately brought it to Nylund’s for the only type of repair that she will have performed on her beloved car: the right one. This is how it should be.

We received her vehicle, set her up with a rental, and took care of everything for her. We handled all the business of meeting with the insurance company, made sure the repair was done properly and upon completion we invited Sally to pick up her ‘baby’ from our showroom floor.

This photo doesn’t just show the smile of a woman who is excited to pick up her car. It shows the nature of the relationship we have with Sally… and all of our guests here at Nylund’s Collision Center. It shows the authentic friendship between Sally and the ownership of Nylund’s (Carol Grieve pictured on right).

You see, this photo isn’t about a transaction, or that we make bad things go away and restore cars to their original beauty. It’s about the fact that we know, and genuinely care about every one of our guests.

Sally Wurr is a valuable member of our community. She’s the owner of an amazing business: SW Insurance Corp., and she works as hard as anyone we know. She is loved by her clients, because – like us – she will never compromise the right thing for an easy dollar. Sally is the embodiment of everything that we strive to be here at Nylund’s.

Sally… is our reason why! How it should be.

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Was I Lied To About Industry Standard?

Eric Reamer — Sat, 01 Apr 2017 18:28:14 +0000

Consumer Alert: Two words have become the weapons of choice in the battle of right vs. wrong in the collision repair business. By design, these two words sound so innocuous that they presume acceptance without consumer’s knowledge that by doing so, they have loaded the gun that is pointed directly at themselves. The two words are: Industry Standard.

The dictionary defines “Industry Standard” as: Generally accepted requirements followed by members of an industry. And just like that, we nod our heads with what we perceive as understanding, and numbly accept whatever comes next from whomever is doing the talking.

But let’s slow down just a bit, and ask a few questions.

Like:
Who is doing the talking?
What industry do they represent?
Do they have an agenda?
And who is doing the “generally accepting” of the “standards” in question?

In the world of body shops, ethical owners are tasked with one mission: repair vehicles to meet the original manufacturer’s specifications in an effort to restore structural and safety components to their original state. They receive their “standards” directly from the people who researched, tested, built and sold the vehicle in it’s brand-new state.

Sounds right… because it is right.

But every war has an opposing side – and in this case, it’s the insurance companies doing a lot more talking about “industry standards”. Minute by minute and hour by hour of every day, thousands of repair estimates are being denied and/or “adjusted” to cut corners, employ used or aftermarket parts and save money – all in the name of “industry standards”.

Wait a minute. BOTH sides are using the same words?

It’s true. Though one side (the honest, ethical body shop owners) uses “industry standard” as defined by the actual automotive industry (manufacturer) itself as THE official and authoritative way in which vehicle must be repaired.

The other side (corrupt insurance companies) use “industry standard” as defined by their own industry (insurance and claims payment) as a way to reduce the amount of money that they pay, thereby retaining higher profit margins for their own.

How does this affect you?

Today’s vehicles are more technologically advanced than ever before. And that technology is changing rapidly. Almost every vehicle manufacturer issues a position statement that calls for a computer pre-scan as well as a post-scan to make sure that all of the inter-connected systems (including the ones that do not show up as dashboard indicator warning lights) are working and calibrated to the manufacturer’s original specifications. If these scans are not performed, there is no way to assess whether the repair is complete or that the vehicle is safe to operate for the consumer.

The problem arises when the insurance company denies payment for such scans, citing “industry standards”, claiming that “most body shops do not perform these scans”. Should the notion that many – maybe even a majority of body shops cannot afford the proper equipment or a qualified technician to perform these scans be what defines the standard?

Who do you turn to when you want your vehicle to be repaired properly? Which standard should you insist upon?

Body shop owners with integrity only know one way to repair vehicles. The right way. That way – the “industry standard” – is established and accepted as being the way the vehicle was originally manufactured. Anything less than that compromises every affected system, which opens up pandora’s box of risk and liability that could in fact lead to injury or death.

Body shops that are owned and/or influenced by contractual agreements with insurance companies to cut costs at every opportunity may be in the majority of options available to consumers. But the keyword is OPTIONS. You have an option – a choice of which standard you want to follow.

Your vehicle’s manufacturer has a standard for the proper repair of your vehicle. It requires pre and post-scans to definitively determine the correct and safest repair. Your insurance company wants to spend as little money as possible, and does not concern itself with the manufacturer’s standards – and therefore almost always try to deny these scans.

Which standard do you want to follow?

At Nylund’s Collision Center, we will ONLY follow the standards set by the vehicle manufacturers. We have the right tools, and we have trained technicians who are constantly reeducated to make sure that every repair is done thoroughly and correctly. We take very seriously that fact that you and your loved ones will drive away in the car that we repair… and your lives matter to us.

Other Resources: Repairer Driven News, K&M Collision

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Excellence Has a New Address

Eric Reamer — Tue, 10 Jan 2017 20:09:39 +0000

It’s a new year, and we are thrilled to announce that Nylund’s Collision Center has a NEW LOCATION!!

4495 S. Santa Fe
Englewood, CO 80110

After 10 wonderful years of serving our guests and building up the brand that has become synonymous with excellence… we officially outgrew our old location! And so, to serve the next 10+ years we have invested in a property of our own… and you’re going to love it!

Changing times requires upgraded equipment, so we’ve got a brand new paint booth (thank you, Garmat USA and John Baker Sales!) and we’ll continue to apply the world’s best paint (thank you, PPG!).

And did we mention the space? We’ve doubled our work space to help us get your vehicles into the shop and back into your hands even faster!

We love what we do, and who we do it for! It’s more than just a saying here: “If it isn’t perfect… it isn’t leaving!”

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Nylund’s Collision Center Dives Into Water in 2016

Eric Reamer — Sat, 02 Jan 2016 19:35:06 +0000

In our relentless pursuit of offering the highest quality service and experience for our guests, we are pleased to announce that we have made a switch in our paint process to PPG Envirobase® High Performance waterborne paint.

We have shifted to this technology for a number of reasons, not the least of which is the amazing quality of the finished product. Waterborne paint is the highest quality technology available, and produces a much more consistent finish and color match.

Additionally, waterborne paint technology is much more environmentally friendly, making our entire process that much more “green” and eco-responsible.

The best quality paint, the most efficient use of our technician’s time, the most environmentally friendly process and the highest customer satisfaction all lend themselves to what our guests have always come to expect from us: if it isn’t perfect, it isn’t leaving. That’s what we refer to as being #NylundsDone.

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