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GUIDE To Understanding Your Autobody and Paint Repairs @ All Rights Reserved.
Information provided by Leo, Lee's Discount Auto Body Inc., Denver Colorado,
USA
A SIMPLE INFORMATIVE GUIDE FOR ANYONE NEEDING AUTOBODY REPAIR OR REFINISHING
This easy to use guide was developed by Leo Rowland, a combination Autobody
Technician with 46 years of experience. Since 1986 he and his wife have
owned and operated Lee’s Discount Auto Body Inc, Denver Colorado.
***IF I HAVE INSURANCE AND I’M INVOLVED
IN AN ACCIDENT, WHAT IS THE FIRST STEP?
Once you are involved in an accident and there is damage to your vehicle, the
determination of fault is usually made by the police officer investigating the
accident. This will determine whose insurance company will pay for repairs.
If the other party was at fault, you are entitled to a rental car while your vehicle
is being repaired at no cost to you.
If the other party has no insurance, or you were at fault, then you need to
contact your insurance agent and they will inform you how to proceed with your
claim. Your insurance company will probably require that you pay your insurance
deductible. Your insurance agent should explain this to you in more detail.
Remember that each state has its own laws regarding insurance. Check your insurance
policy.
In Colorado, if you have an accident you need to file an Accident Report with
your local police department, especially if the other party offers to pay for
the damage to your vehicle without involving their insurance company. If
for some reason the party decides not to pay, then your insurance company will
require that you have a police accident report, or they may not cover the cost
of repairs. You could end up paying the entire cost.
***TOWING
In case your vehicle was damaged to the extent that it is unsafe to drive and
required towing, the police department will know to which location your vehicle
was towed. Your insurance carrier will pay the towing and storage costs. If you
have a repair shop you prefer, arrange to have your vehicle towed there. Some
towing co. have been known to receive kickbacks for every referral they send to
a specific place for repairs, so if they push you in one direction. Check it out
first. You always have the right to choose who will repair your vehicle!
***APPRAISALS
Most insurance companies have their own damage appraisers, such as State Farm
Insurance, Farmers’ Insurance Company, Allstate Insurance Company and American
Family Insurance Company. Some Insurance carries will use independent appraiser
services. Other insurance companies will ask you to obtain two or three
estimates on your own. Many insurance companies have “Preferred Repair
Facilities” in your area.
Insurance companies are looking for the most affordable way to restore your
vehicle to its prior condition, thus the purpose for obtaining several damage
appraisals. If you were required to get more than one estimate, compare
estimates as to what parts will be straightened or repaired, and what parts
will need to be replaced, and with what kind of parts. Original, (OEM), Quality
replacement parts, or Salvage parts?
If there is a big difference in the total cost of repair between estimates, have
the shop explain. In most states the rate for bodywork, paint, and materials
should be the same. The difference will be in costs of replacement parts
and/or straightening existing parts. The manufacturer predetermines the labor
needed for replacing and painting any part (i.e. fender) on almost any vehicle
made. The cost of materials is usually a set price pr refinishing hour. All shops
will have estimating guide’s books or computer software that will determine
the amount of the estimate.
There may be pre-existing damage to your vehicle which is not related to this
latest accident. To prevent any misunderstandings, when the estimate is being
written, be sure you and your adjuster are in complete agreement regarding exactly
what damage will be repaired. Repair shops are only responsible for what is included
in the insurance company’s estimate. Please refer to last chapter, for money
saving tips.
UNDERSTANDING YOUR ESTIMATE
***REPAIR PARTS
There are a variety of available replacement parts to repair your vehicle.
For example, Original Equipment by Manufacture (OEM), Import copycats, (Quality
Replacement Parts,) or Salvage Parts. (used parts)
OEM Parts are the original parts from the manufacturer. These parts are most
often used on vehicles one or two years old, or if other parts cannot be located.
Some insurance’s will only use new parts, if used are unavailable.
Salvage Parts (Quality Recycled Parts) are parts that are from a Recycling
Center, Salvage yard, or “Junk yard.”) Most of the time these parts
are acceptable and hold costs down.
Quality Replacement Parts, (Import Copycats), are replacement parts produced
by someone other than the original manufacturer. Most insurance companies use
some of these copycat parts. Auto body professionals refer to them as “after-market
parts”.(Now their referred to as, Quality replacement parts.) The following
is my own personal opinion. Many years ago, when these after-market parts first
became available, some shops made a profit by using them for repairs, when the
insurance estimate was paying for OEM’s. The profit was substantantial.
As a result more shops started using these parts. It wasn’t long before
insurance companies started figuring these parts in their estimates In the beginning,
we are talking about hoods and fenders on just a few makes and models. Now there
are quality replacement parts made for almost every vehicle manufactured. If no
insurance is involved, There are many people who cannot afford the high cost of
repairs, and these quality replacement parts help hold costs down.
Over a period of time, all shops had to use these parts, because that’s
all the insurance companies were paying for. It became apparent to body men and
repair shops that many of these parts were inferior. Not all, but a high percentage
of these parts did not fit
Correctly. Much time was lost trying to make these parts fit, or exchanging
them for others. A repairman cannot tell if a part will fit just by looking at
it. You actually need to mount the part on the vehicle to check fit. Most shops
paint the edges of any painted part that is to be installed before installing
it. When parts don’t fit, paint, labor, and materials are lost. Also, in
my opinion, the metal was inferior. As a result of problems between repair shops
and insurance companies, a new breed of after-market parts emerged, and a new
name, CAPA.
CAPA (Certified Auto Parts Association) This means these parts are guaranteed
by their makers to be equal to OEM’s for fit and finish at a continued lower
cost. We now have many suppliers of after-market parts, some better than others.
It is my professional opinion that if you ask any auto body man which parts he
would prefer to use, he would say OEM’s. If I owned a newer model
vehicle in good condition, I would request my insurance company to replace any
parts on my vehicle with OEM’s. Or at least CAPA. I doubt that they will,
but at least one can try! You can pay the difference in cost, between OEM’s
and after-market parts. Discuss this with your insurance co. good luck!
Windshields Most insurance companies have agreements with auto glass installers,
or the body shop will have someone they use, so any glasswork can be done at the
time of repairs, without any inconvenience to you.
Frame damage there are many misconceptions about frame repair. I’ve had
many customers tell me that once a frame is damaged, their vehicle will never
be the same. It depends on who does the repairs. The frame on a vehicle is the
same as the foundation of a house; if the foundation isn’t right, your doors
and windows won’t fit right. The same principle applies to a vehicle. If
the frame is damaged your parts won’t fit correctly. There is a wide variety
of high tech frame straightening equipment. There are many certified professionals
who can return a frame to its original position, depending on how badly it is
damaged. The average frame damage resulting from an accident is usually minor,
and is usually in the front end. The frame has to be correctly straightened in
order for the parts to fit correctly, and for the wheels to align properly. Frames
are just another component of damage repair. If repaired correctly the vehicle
will be restored to its pre-accident condition. A good repair shop or adjuster
will know whether or not a frame is damaged beyond repair.
Front-end alignment most insurance companies will pay for a front-end alignment
only if there is frame damage, or if there was direct contact with a tire or wheel.
***WHAT ARE “BETTERMENT COSTS?”
If the term Betterment is written on your estimate, it means the item being
replaced has normal wear. If there is normal wear and tear on a damaged part,
such as a tire, or a badly pitted windshield, or prior damage in the same area,
the carrier may determine that you pay a percentage of this new part. If
this occurs, you can discuss it with your agent and the damage appraiser. You
would pay this cost at the same time you pay your deductible.
***WHEN IS MY VEHICLE CONSIDERED A TOTAL
LOSS? When the costs of repairs exceed a certain percentage of the value of your
vehicle. This percentage varies with each insurance company. A common
amount used to declare a vehicle a total loss is two-thirds of the
value of your vehicle. The Blue Book value, mileage, and newspaper
ads determine the value of your vehicle. Once a vehicle has been
considered a total loss, the insurance company will issue a check
with your deductible subtracted. (No deductible is required if the
at fault driver’s insurance company is paying). This check
will be issued either directly to you, if you have the title, or
to the finance company, if your vehicle is financed. Unfortunately,
there are times when a customer can come out on the losing side
when the vehicle is considered totaled. For example, as a result
of finance charges, you may owe more than the car is worth. You
continue to pay, yet have no car to drive. Or, you have rebuilt
the engine or transmission, the car may be in excellent condition,
or you’ve owned the car since it was brand new. Customers
often present all their receipts to prove their investment.
I personally have never seen an insurance company pay on them!
Please Note!
We repair vehicles for customers who don't want the insurance
to total their cars or trucks, please feel free to contact us as
the need may arise
***WHAT ARE MY OPTIONS IF MY VEHICLE
IS CONSIDERED
TOTALED?
You may choose to keep your vehicle. If this is your choice, the salvage value
of the vehicle must be determined. The salvage amount will be deducted from your
check, and you may keep your vehicle.
There are some body shops that repair major wrecks. Most auto body professionals
refer to them as “Heavy Hitters.” If you ask around, you may find
one that will agree to repair your vehicle for the amount the insurance company
agrees to pay. Sometimes the insurance carrier has the option to enter into a
contract bid with the body shop. A contract bid is an agreement to repair the
vehicle to customer satisfaction for a set price. This will depend on a
several things: the insurance, the shop, the damage appraiser, and most importantly,
you the customer.
WHAT HAPPENS IF THE ESTIMATE TO REPAIR MY VEHICLE IS INSUFFICIENT?
SUPPLEMENTAL, AND HOW IT WORKS
If you feel that your estimate is insufficient, don’t worry. If there
are hidden damages that are accident related, for example, if there is suspension
damage, it sometimes is not visible. The repair shop will inform the insurance
appraiser before or during the repairs. If the additional repairs are legitimate,
they will be resolved and repairs will proceed. If the carrier agrees to pay for
additional work, they will issue what is called a Supplement.
When you pick up your vehicle you will be asked for your signature directing
the insurance company to pay the shop owner directly for the extra work, without
any added inconvenience to you.
***DIRECT REPAIR FACILITIES
Some insurance companies have shops who work with them. These are called Direct
Repair Facilities. These shops write the estimates and guarantee their work. But
you always have the right to pick any repair facility you prefer. Do not assume
all insurance direct repair shops offer equal quality, nor should you rely merely
upon any warranties. Insurance adjusters know which other shops are OK, and which
ones are not. If you choose a reputable shop, most of the time they will still
warrantee their work. Make sure your repairs are guaranteed in writing.
***HOW SOON DO YOU NEED YOUR TRANSPORTATION?
Are you a two or three car family?
Can you borrow a car from someone?
Do you have rental insurance?
If the answer to any of these questions is yes, then time of repair is not
a critical factor. If your vehicle had to be towed and it is your only means of
transportation, then time is of the essence. If the repair shop that has your
vehicle is aware of your situation, they should be trying to help you. If it is
a Direct Repair Facility they can write the estimate and order parts. If not,
you need to advise your insurance company to send out a damage appraiser or adjuster
as soon as possible. Normally, in larger repair facilities or dealerships, vehicles
sit a much longer time waiting for estimates to be written, parts to be ordered,
and finally, their turn to be repaired. It is not uncommon for this process to
take four to seven weeks, depending on the amount of damage.
***WHAT ARE SOME CAUSES OF AUTO REPAIR DELAYS?
Sometimes when a vehicle is in the process of being repaired, a part is needed
that was missed in the original estimate. That vehicle is then set aside until
the needed part arrives, and another job is started in its’ place. Body
men are paid on commission and want to stay busy. When the part arrives, the body
man may be deeply involved in the repairs of another vehicle, and may continue
to complete those repairs before returning to his original project, (your vehicle).
This is a common cause of most delays. An other is missed damage, or damaged parts.
The shop has to wait for approval from the insurance carrier, before they can
proceed.
Some shops will expedite repairs by having the parts shipped overnight (as
long they are not explosive in nature, such as, airbags, gas struts, etc.). It
costs extra, but the work gets completed more quickly, the customer is satisfied,
and, the shop owner can proceed to the next job.
***WHO WILL WORK ON YOUR VEHICLE?
In all businesses there are some that are better than others are. Bodywork
is an art that requires years of experience to learn well. In our profession body
men were also called “Metal Men,” because we straighten damaged metal.
Today we are called “Autobody Technicians.” Many autobody shops are
replacing parts with minor damage instead of repairing them, at a greater cost
to everyone. I believe this is due to a shortage of qualified Metal Men. We are
a dying breed. The metal in some parts today is so thin that if you lean
on them you can put a dent in them. Most shops hire certified workers, but all
the repairs can’t be supervised. There are unscrupulous repairmen in some
shops. Most repairmen take pride in their work; some don’t. Some are just
learning and gaining experience. Unfortunately, some don’t care. Now that
I’ve scared you, I’ll help you choose the right repair shop.
***WHAT DO I LOOK FOR WHEN CHOOSING
AN AUTO REPAIR SHOP?
The most important factor is that your vehicle be restored to its original
condition, if not better. Most shops advertise all aspects of auto body repair
and paint. Most will say, “we do it all” in order to attract customers.
Some shops are better suited to, or prefer, different types of repair. By different
types of repair, I mean rust repair, fiberglass, restoration, and custom paint.
Some shops haven’t any frame equipment to handle major wrecks .Not all shops
can or want to repair major wrecks (Heavy Hitters). A lot of shops won’t
do rust repair. Many shops like custom paint work; others won’t do it.
In the past, most shops required body men to do it all, including straightening
frames, straightening metal, installing glass, and painting. Since then, everything
has become specialized. And so did we. For example; I have friends whom were auto
refinishers long before they owned their own businesses, and now their shops are
setup to specialize in paintwork. After “doing it all” my preference
is for heavy hitters. A continuing challenge is not only being able to repair
them correctly, but as quickly as possible. I’ve had customers become concerned
when I tell them how quickly their vehicle will be ready. They think they good
work should take longer. I explain that it is more expedient “to get in
and get it done,” Because it takes longer doesn’t mean the work will
be better.
***REFRERRALS
The best endorsement for any business is word of mouth. Has someone you know
had his or her vehicle repaired there? It’s helpful if you are able to view
someone else’s repairs, especially the before and after. Call the Better
Business Bureau and find out how long has the body shop been in business. Any
disputes? How were they settled? Is the work warranted in writing?
***RELY ON YOUR INSTINCTS
Some shops have so much work they may seem insensitive to customer needs. Pay
attention to how you are treated. Ask for a time frame within which the work will
be completed. You should have a good feeling about the shop you choose for repairs!
If you feel you’re getting the run-around, or that you would prefer a different
shop, arrange to have your vehicle towed there. A reputable shop will assist you
as much as possible.
***HOW CLEAN IS THE SHOP?
Cleanliness may reflect on how well the shop will care for your vehicle, and
the quality of repairs.
***WHICH IS BETTER…A LARGE SHOP
OR A SMALL ONE?
Many customers will only take their cars to a dealership; others have shops
who in the past have served them well. These customers have had good experiences
and should continue to use these same shops, if the need arises. There are good
and bad technicians in all shops. Larger shops operate on a first come, first
served basis; the customer doesn’t know which technician will work on his
vehicle. However, a smart foreman will know which job to assign to whom.
In smaller shops and family run businesses you can find out which technician
will repair your vehicle, and whether the owner will oversee the repairs. Sometimes
in small shops you can stop by and view repairs in progress. Nobody likes to have
someone looking over their shoulder while they work, and safety regulations may
prohibit customers from being in certain work areas. However, the technician should
be willing to show you what stage of repair your vehicle is in. If you are paying
for repairs yourself, more than likely you have found the best price at a smaller
auto body shop. Smaller shops always need work, and will work with you on the
price. If the work is being paid by you, some shops, especially smaller ones,
may require up to one third of the total cost of the estimate as “up front
money” before they will begin repairs. This is to cover their costs for
materials and labor and to protect them against loss if a problem occurs with
the payment from the customer. The customer may have had the necessary funds,
but some unexpected emergency arises. If this occurs, then the vehicle will have
to be stored until the financial problem is resolved. This adds cost, inconvenience,
and liability for the shop owner. The repair shop now has money invested in parts
and labor in addition to storage costs. There is always a risk that a stored vehicle
may be damaged or that smaller parts may be lost or misplaced. Most shops have
insurance to cover this; however, it is time consuming and costly to file insurance
claim and redo the work
BEWARE!
Before you give anyone money up front, especially a small shop, walk around
back, or ask to see their shop; look for unfinished work. If it appears to you
that there are numerous, partially repaired cars that are being stored, run, don’t
walk away! There is always a certain amount of work in progress. However, you
can tell whether or not vehicles have been stored for a long time. Use common
sense.
***WHEN MY VEHICLE IS REPAIRED, WHAT
HAPPENS NEXT?
CHECKING THE REPAIRS FOR QUALITY.
Compare the work that was completed with what was itemized in your estimate.
Next, check the repairs for quality. If there was a need for metal to be straightened,
stand back so the light can reflect on the repaired areas, and view it from different
angles. Most cars have a certain amount of waves from the factory, but you can
easily see if the bodywork is substandard. Do not accept your vehicle if the work
is unsatisfactory!
Inspect the refinishing. In the last ten to fifteen years, paintwork has undergone
major changes. First, there was lacquer, enamel, and urethane. Today, two-stage
is the most common paint process used on cars and trucks. The paint on late model
vehicles is done in two stages: a base coat, which has a dull satin finish, and
a clear coat for shine and durability. There is also a three-stage paint process.
This involves the same procedure as above, except that a clear paint with color
added is applied over the base before the final clear coat is added. You will
find this process used mostly on more expensive vehicles. Every vehicle
has a paint code, but problems may arise because that same paint code may have
four or five different formulas, depending on where and when the vehicle was manufactured.
Therefore, insurance companies will pay shops to paint areas surrounding the repaired
area for blending purposes.
When inspecting the quality of the paintwork, stand back and view the vehicle
from different angles, looking for color match. With a metallic paint, sometimes
the paint is applied unevenly and may appear mottled. Is it dull? Does it have
the texture of an orange? This is called “orangepeel.” Does it shine?
Is it even? Look for runs. Runs are caused by excessive application of paint,
and look like an uneven wave. Next, get close and look into the paint for
imperfections, such as scratches under the clear coat, tiny holes called “fisheyes,”
or dust specks on top of, or in the paint. Sanding and buffing the painted area
can easily resolve most of these problems. Normally all this will have already
been done. A few days later check again. After a period of time, the paint
may shrink and reveal ridges where the work was done. If there is a problem with
the repairs, and you need your car, make arrangements to bring it back at a later
date for corrections. Sometimes it is better to inspect the vehicle after the
paint has cured. By waiting you may discover other problems, and everything can
be repaired in one visit. This is the time when your guarantee is of the utmost
importance!
If parts were replaced, it is essential that they be inspected. With moving
parts, especially doors, or deck lids open and close them a few times; roll the
windows up and down. To check that the windows seal properly, sit inside the vehicle
with the windows rolled up tightly, look for daylight between the doorframe and
glass, and the doorframe and the body, To make sure the door seals.Bodywork is
ninety- percent alignment; look at lines wherever work was performed. How even
are the spaces between panels? Front and rear bumpers should be level and even.
Regardless of where you take your vehicle for repairs, people are only human and
can make mistakes. What is important is whether this shop will correct their mistakes
quickly and efficiently. If you’ve read this guide and done your homework,
you will have chosen a reputable shop that will honor their guarantee and you
will be satisfied with any repairs done to your vehicle.
ALERT! The worst thing a person can do is take
your car through an automatic carwash, most car washes will leave
scratches and whirl marks.
HOW TO BENEFIT FINANCIALLY FROM A BAD EXPERIENCE
Almost everyone has prior autobody damage or needs paint work sometimes even
a complete refinish. Now is your chance to take advantage of your misfortune
and have what you need done at substantial savings to you.
Depending on the amount of damage the insurance company is paying for, additional
repairs will be cheaper because of two things:
1. They need to match your paint anyway.
2. It’s always easier to do it all at once
then to come back another time
This is an example only ; if the side of your vehicle needs to be repaired
and refinished,and the labor time is fourteen hrs, then say the labor rate is
thirthy-six dollors, that equals five hundred and four dollors.the material
rate is twenty dollors an hour, fourteen hrs times twenty equals two hundred and
eighty. Add them and we have 784.00. now lets say a complete paint job is $1800.00,
Subtract 784.00 from $1800.00 and you can pay $1016.00 and have your vehicle completely
refinished. You just saved a bunch.
Most shops will always give you something extra.Touch up paint, A better
price on glass replacement, A discount on that door ding, or extra paint work.Use
your bartering skills.
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