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Consumers Have a Choice in Collision Repairs
While returning from a recent long weekend visit to the charming town of St. Mary?s, Ontario, I came across a couple of road accidents. Seeing the ambulances, police and tow truck drivers brought to mind an incident from earlier this year, which happened to an acquaintance of mine.
Darlene was involved in an automobile accident and her story is worth telling. Fortunately, in Darlene?s case, there were no serious injuries, but her late model passenger van sustained major collision damage.
At the accident scene, Darlene was quite upset and distraught. She filed an accident report with the police officer at the scene. Incidentally, if a police officer does not show up, and the damage to a vehicle exceeds $1,000, drivers are obligated under the Highway Traffic Act to file an accident report at a Collision Reporting Centre, which are open 24 hours a day, 7 days a week.
In Darlene?s case, a tow truck driver showed up moments after the accident and approached Darlene after she filed her report. The tow truck driver offered to take Darlene?s damaged car to a nearby collision repair facility (body shop) of his choice. Tow truck drivers are sometimes forbidden to recommend a body shop or other repair facility; check with your local by-law.
Darlene felt pressured and she accepted the tow truck driver?s offer. Under the circumstances, this was an emotional decision that would eventually cost Darlene time, money and aggravation. Darlene later discovered that the collision repair facility that the tow truck driver recommended would not have been her first choice.
A few days later, Darlene had calmed down and decided to have her van transferred to a facility of her choosing. The original facility informed her that they would release her van - but it would cost her more than $500 in storage, administration and environmental fees. Clearly, Darlene?s lack of information and experience cost her dearly, and the situation could have been avoided.
In an accident situation, car owners have some critical decisions to make that will impact the cost and the quality of repairs to their vehicles. These decisions are often made in haste and under emotional and physical duress.
The best advice I can give on the subject of collision repairs is this: Don?t let people lecture you, pressure you or tell you what is in your best interests. You must take matters in your own hands. Plus, when you buy a vehicle, you should get a recommended collision repair facility from a reputable dealer. Quite often, your best choice is the dealership where you initially purchased your car.
In the event of an automobile accident, you have the legal right to choose a collision repair facility that will repair your vehicle ? even if you?re being advised to take your vehicle elsewhere. Ultimately, you want a facility that will perform the proper repairs so that your vehicle retains its value, retains its original parts and meets safety standards. Finding the right collision repair facility may take some time, but it?s worth the effort.
Why choose a new car dealership for collision repairs? There is a definite likelihood that your dealership knows you and your vehicle better. Your dealership has your service records on file, and it has a vested interest in restoring your vehicle to pre-accident condition. Dealerships invest hundreds of thousands of dollars in the latest technology, such as re-aligning unibody components, computerized estimating, frame straightening equipment, and computer color matching; and their collision staff is continuously upgrading job skills and product knowledge to better serve customers.
Another benefit in choosing a new car dealership is that collision repairs are often performed on site, which speeds up any mechanical repairs that are a result of a collision, gets you on your way sooner and avoids unnecessary comebacks. Of course, the job has to be done properly and to your satisfaction. Most dealerships are committed to working with the customer to fix the problem and to build on the relationship.
Another aspect of being prepared for an accident is choosing the right insurance policy, and understanding the features contained within your policy. Please read the fine print of your policy carefully ? it may save you some headaches. Some policies offer rental vehicle while others do not. Some policies offer Original Equipment Manufacturers (OEM) parts while others do not, and some insurance companies are more accommodating than others. If you have questions about any of these details, contact your insurance agent. If you don?t get the right answers, it?s time to look elsewhere. You are the customer and never forget it.
When choosing an insurance company, don?t always shop for the best price. Instead, after you?ve done your homework, shop for a policy that provides the best value for you and your lifestyle. Sometimes a few extra dollars per month can provide some key benefits at a time of need.
If you are involved in an auto accident, should you have an insurance adjuster direct you to a collision repair facility of his/her choice? Maybe. While they may have the right to manage the process, I don?t believe that they have the right to manage your life, or to make decisions on your behalf. As a consumer, it?s your choice. But it?s important to keep in mind that insurance adjustors work for insurance companies.
Ultimately, nobody plans on being in an auto accident. But, if you find yourself in that unfortunate position, you can avoid Darlene?s fate by planning ahead. Choose a collision repair facility wisely, and apply the same care in choosing your insurance coverage. The right decisions will save you time, money and aggravation.
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Paul Stern is President of the Toronto Automobile Dealers Association and is a new-car dealer in Toronto. E-mail comments to president@tada.ca
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