Consumer Magazine Lists Top Body Repair Complaints, Jabs DRPs
A consumer research group found that 41 percent of the consumers who submitted reviews after having body work done to their cars said that their collision repair work was not completed correctly the first time, the number one complaint in the study.
Slow turnaround took the number two spot in the list of top complaints about body shops.
The San Francisco Chronicle published a report from the latest auto body shop research completed by consumer group Consumers' Checkbook who rated 196 Bay Area body shops for price and quality.
The review goes on to advise consumers on how to select a shop and mentions I-CAR and ASE as a possible indicator of shop quality when choosing a facility, but cautions that shops that employed I-CAR-trained or ASE certified technicians did not receive higher customer ratings than shops without I-CAR-trained or ASE certified mechanics on staff.
One factor the consumer group did find to be an important: will the shop be able to make an articulate case to an insurance company for the repairs you need? "If so," the magazine says, "chances are good that the shop will be able to get an insurance company to pay for all needed work."
A DRP Warning
The review does not recommend taking your car to an insurer recommended shop and warns consumers, "if your repair will be paid for by [your insurance company] you will have to be careful that the insurance company doesn't cut corners. Your shop can be an expert ally in this effort, but you must make the right moves yourself."
The review suggests that drive-in claims centers and insurer selected repair centers can be a good, convenient option if your car "has only minor damage and you are certain there are no structural or other safety-related problems."
"But if there is even a possibility of more serious damage, you may want to take your car directly to the body shop of your choice and tell the insurer to send its estimator there. For serious repairs, you need the shop as your advocate for quality. You don't want to count on the insurance company to look out for your interests," the magazine tells consumers.
The magazine also warns consumers that some insurance companies will threaten delays as a way to force you to do what they want. "But you needn't accept a delay," the review says, "write a letter to the company demanding immediate service and call the California Department of Insurance at 800-927-4357."
Checkbook found that 29 percent of the shops were rated "superior" overall by more than 90 percent of their surveyed customers while 11 percent of the shops got favorable ratings from less than 65 percent of their surveyed customers.
The magazine also endorses CAPA parts as a smart option if aftermarket parts are to be used.
Checkbook is providing free access to the complete report through the Chronicle Web site for the next four weeks.
