If you or someone you care about has recently been involved in an accident, we sincerely hope that everyone is safe and on the path to a full recovery. Navigating the aftermath of an accident can be overwhelming, and choosing the right repair facility is a crucial part of this process. It's essential to feel confident in your decision, as it significantly impacts both the quality of the repairs and your overall experience. We are here to guide you through each step, ensuring you make an informed choice that provides peace of mind during this challenging time. Selecting a reputable and trustworthy repair facility will not only help restore your vehicle to its pre-accident condition but also give you the reassurance you deserve.

It's important to remember that as a consumer, you always have the right to choose your repair facility. Neither the insurance company nor any other party involved can force you to use a specific shop over another. This decision is entirely yours, and it's crucial to choose a facility that you trust.

Not all repair facilities are created equal. While many body shops can make your car look perfect cosmetically, this doesn’t always mean the repairs were done correctly. Often, the outward appearance can be deceiving, masking deeper issues that weren’t properly addressed.

Given the complexities of modern vehicles, it's vital to choose a repair facility that prioritizes your safety over profits. This page is designed to provide you with essential information to help you make an informed choice when selecting a collision center

1. Shop Type: Not all repair facilities are created equally! Within an industry that is changing at such a rapid pace not all repair facilities are able to invest in the proper tools and training to keep up with technology changes. Therefore, you need to be able to decipher between the different types of shops so you can determine if you are working with the correct repair facility. For this article, I will outline the three main types of facilities you will see in the market. However, it is important to note that a repair facility’s name does not always describe its specialty, thus it will be your responsibility to identify its specialty through your own research.

• Collision Center: A facility specializing in repairing collision damage, including major structural issues resulting from accidents. A collision center meticulously documents and adheres to your vehicle manufacturer’s repair guidelines to restore your vehicle to its pre-accident, crash-worthy condition. The primary goal is to ensure that the vehicle, as originally designed by the manufacturer, will continue to protect occupants during a crash. This ensures that the repair not only looks good but also maintains the vehicle’s safety features to protect its occupants in the event of another accident.

  • This article focuses on the Collision Center type, providing you with a deeper understanding of the characteristics you need to be aware of.

• Body Shop: A facility that covers a broad range of repairs on various vehicles, from minor dents and scratches to some minor accident-related repairs. These shops often aim to be a one-stop repair facility with a strong customer focus. However, they may not always have the necessary equipment and training for modern, complex repairs. Despite this, body shops are a great option for cash-paid jobs where no structural damage (such as welded panels or frame damage) exists.

• Restoration/Custom Shop: A specialized facility dedicated to restoring and customizing vehicles, focusing on bringing classic cars back to their original glory or creating unique, personalized vehicles. These shops offer extensive services, including complete frame-off restorations, custom paint jobs, interior refurbishments, and performance upgrades. Technicians in these shops are highly skilled artisans with expertise in both historical accuracy and innovative customization techniques. Ideal for enthusiasts looking to preserve the authenticity of vintage cars or to build one-of-a-kind vehicles tailored to their specific preferences.

2. Repair Authorization: Pay close attention! Only you, the vehicle owner, are allowed to authorize the repairs. Ultimately, you are responsible for the financial cost of the repairs, not your insurance company. The misunderstanding often arises from not fully understanding your policy and attempting to use it to cover repair costs upfront. An insurance policy is designed to indemnify you for your loss. While the accident causes a physical loss, your policy covers your financial loss, which is only incurred once you pay for the repairs. This can be challenging since many households do not have the funds to cover the repair costs upfront and seek to be reimbursed for that loss. Consequently, you will find two types of collision centers in the industry, each with its own pros and cons.

• Direct Repair Program (DRP): Many insurers have a list of preferred shops, which can simplify the claims process and ensure quality standards are met, and I’ll use quality standards loosely here. DRP centers typically ensure the insurance company’s standards (time and money) are met not the manufacturers, in exchange for continued referrals. The upside, you get in and out by typically just paying your deductible and it’s fairly easy. The downside is that vehicles are not repaired to manufacturer guidelines placing you and your family at risk. To read about a specific example of one such case; leaving a family almost burned to death, click here. The short of it is that working for the insurance company and not the customer, creates a conflict of interest.

• Customer-Focused (Non-DRP): Non-DRP (Direct Repair Program) shops typically build their business through word-of-mouth and strong customer relationships, prioritizing the needs of their customers over those of insurance companies. The main advantage is having someone dedicated to protecting you and your family’s interests. However, the downside is that these shops are often not the cheapest option, leading to out-of-pocket expenses beyond your deductible. This doesn't mean you can't be indemnified for your loss, but insurance companies may make the process more difficult to discourage this route. Additionally, if a collision center isn’t well-versed in policy law, they might be unduly influenced by insurance companies, making decisions without proper consultation. This can result in repairs that don’t meet the manufacturer’s standards. Remember, you are the only one legally authorized to approve repairs on your vehicle.

3. Certification and Credentials: Ensure that the collision center you are considering is certified by recognized industry organizations like ASE (Automotive Service Excellence) or I-CAR (Inter-Industry Conference on Auto Collision Repair). At a minimum, it is recommended that your chosen collision center holds and maintains I-CAR Gold accreditation. This certification confirms that the center has met specific training requirements and industry standards, including appropriate welding certifications. Additionally, many manufacturers have their own certification programs. Collision centers that meet these training and tooling criteria can specialize in specific manufacturers, such as Nissan, Honda, or Ford. These certifications ensure that the center has advanced training for your particular vehicle. The absence of these certifications may indicate that the facility is not investing in the necessary tools and training to keep up with technological advancements.

4. Reputation and Reviews: Research the reputation of the collision center thoroughly. Read online reviews on platforms like Carwise, Google, Yelp, and the Better Business Bureau (BBB). Seek recommendations from friends or family who have had similar repairs done. Additionally, check your manufacturer’s website for a list of certified collision centers, where you can also find reviews. Visit the collision center's website and social media pages to see how they interact with their customer base and, more importantly, what their customers are saying about them. Keep in mind that being an automotive dealer does not automatically guarantee a good reputation. Many dealer facilities may not invest in proper tooling and training. Therefore, it's important to review your manufacturer’s website to find certified collision centers in your area.

5. Curb Appeal: This may sound odd, but in my experience, the appearance of a collision center is a strong indicator of the overall customer experience. A facility that takes pride in its image is more likely to invest in developing its team, maintaining equipment, and creating a positive work environment. This attention to detail often translates into higher customer satisfaction and a better overall experience. Simple housekeeping tasks can be very telling of the facility's commitment to quality and professionalism.

6. Estimate/Consultation Process: Understand the hidden value behind the estimate process. An estimate, by definition, is an initial assessment and can change once the collision center disassembles your vehicle and identifies additional repairs, known as a supplement. Therefore, if you are shopping based solely on price, the initial estimate may not provide much value.

Instead, use the estimate process as an opportunity to interview potential collision centers. It allows you to interact with their staff and gauge their professionalism. Here are some important questions to ask:

• What certifications does your facility hold, and are they current?

• Who authorizes the repair?

• What happens if my insurance company disagrees with your assessment?

• Do you follow manufacturer guidelines, and will you provide me with copies?

• Do you use aftermarket parts or strictly original equipment manufacture (OEM)?

• Will I have out-of-pocket expenses above my deductible? If so, what options do you provide for settling them?

• Will I be copied on all communications between you and my insurance company?

Look for transparency in their responses to ensure they are working for you and not just the insurance company. Avoid shops that give vague answers or seem unwilling to provide clear information.

7. Quality of Parts Used: Confirm whether the repair center uses OEM (Original Equipment Manufacturer) parts, aftermarket parts, or recycled parts. OEM parts are generally preferred by manufacturers today, not just for their fit and quality, but because they have been rigorously tested to meet specific crash guidelines set by the federal government. When a collision center uses aftermarket or recycled parts instead of OEM parts, they cannot guarantee that your vehicle's safety features will perform as designed.

Most insurers will push for the use of aftermarket parts, claiming they are equivalent to OEM parts, but this is typically not the case. A collision center can document the differences through weight, hardness tests, and stampings, but are they willing to go through these steps to ensure your safety?

While OEM parts may be more expensive, they provide peace of mind knowing that your vehicle's safety features remain intact. If you value your family's safety, opting for OEM parts is a worthwhile investment.

8. Facility and Equipment: We touched on this earlier concerning curb appeal, but go one step further and ask for a tour of the collision center. Be observant and assess the processes, equipment, and cleanliness of the work environment. Key things to note during your tour include:

• Overall Process and Flow: Be direct and ask about their processes. A shop that is efficient will have a well-refined process and likely be happy to showcase it.

• Parts Storage: Are parts stored using carts and labels, or are they thrown in the car or piled on the ground when removed?

• Window and Door Openings: How are they protecting the interior during the repair process?

• Specialized Equipment: Inquire about specialized equipment like computer scan tools, 3D measuring systems, and calibration equipment. These digital tools often generate reports, and you should obtain copies of the before and after measurements. For example, a collision center should use 3D measuring equipment at the beginning of the process to understand how the crash affected the structure. Modern cars are designed to collapse at speeds as low as 5 mph. Without digital 3D measurement, they cannot confirm your vehicle is within the manufacturer's specifications. Will you be provided with a copy of that report?

Modern equipment and a well-maintained workshop can be strong indicators of the quality of work you can expect.

9. Turnaround Time: Ask about the expected turnaround time for the repairs. While quality should not be sacrificed for speed, a reputable shop should provide a realistic timeframe and promptly communicate any delays. Consumers often equate the completion date with the pickup date, which can create confusion. If you are paying for the repairs yourself, you can typically pick up the vehicle once the work is complete. However, if your insurance company is covering the repairs, there can be a delay between the completion of the repairs and the final payment from the insurance company. This gap can sometimes be up to 10 days or more. Most collision centers have policies requiring that the repairs be paid in full before the vehicle is released. Make sure to clarify this policy to avoid any misunderstandings.

10. Warranty and Guarantees: Inquire about the warranty offered on both parts and labor. A reputable collision center should stand by its work and provide a clear, written warranty policy. Ask for a copy to review. Parts warranties typically fall under the manufacturer’s warranty or the balance thereof. For example, if your car has a 3-year/36,000-mile warranty and the collision center installs an OEM radiator, the warranty would be the remaining balance of the factory warranty or up to 1 year from the date of installation. However, if the collision center uses an aftermarket radiator, it could void the factory warranty on your entire cooling system or even the engine, and the aftermarket part itself may only have a limited warranty from its manufacturer. Therefore, be very specific in your review of the warranty document and understand how the use of different parts may affect your factory warranty. You may even want to consult with the manufacturer dealer and understand how the use of an aftermarket part may affect your factory warranty.