Customer service is a priority at Shutes Alignment & Frey Tire in ...

More documents

Recommendations

Info

LOOK FOR THE DEPO LOGO ON EVERY DEPO LAMP All DEPO replacement lamps are developed and manufactured with over 32 years of engineering and production expertise. That means a seamless fit during installation, no wasted time tweaking and adjusting, requiring less effort to help keep your operation lean. We apply that tradition to all of our product lines, including; Cooling Fan Assemblies, Door Handles, Window Regulators & Performance Lamps. Additionally, DEPO’s CAPA certified lamps comply with the industry’s highest standards and insurers’ requirements. For more information, please visit www.maxzone.com or contact your nearest DEPO product distributor OEM Lamps • OE Replacement Lamps • Performance Lamps • Door Handles • Window Regulators • Cooling Fan Assemblies Page C-4 May 2012 Parts & People www.partsandpeople.com
Industry professionals offer advice for shops before they sign DRP contracts by John Yoswick Farmers Insurance raised some eyebrows last spring – and blood pressure – in the industry when it rolled out a revised agreement for shops participating in its direct repair program (DRP). In order to participate in the “Circle of Dependability” program, shops must sign a contract that says they will, among other things, perform criminal background checks of employees and not employ anyone who has been convicted of a felony; purchase and use CSI services and an electronic estimate auditing tool approved by Farmers; and charge Farmers based on the most favorable rates offered to any other insurer. Farmers’ requirement that the shop must at any time allow the insurer to inspect and audit the company’s books and records, including balance sheets and income and cash flow statements, is “especially galling,” one multi-shop operator (MSO) said. In a press release last June, the Society of Collision Repair Specialists (SCRS) noted that one element of the Farmers agreement related to “disputed amounts” appears to give the insurer the right to dispute shop charges up to 30 days after being invoiced. If the insurer disputes a charge, that section of the agreement also prohibits the shop from terminating the agreement for breach of contract unless the disputed amount exceeds $25,000. So what should shops be looking for and thinking about when presented with a new or revised DRP agreement? And what are Andrew Rodenhouse, an attorney whose family operates a collision repair business, says he encourages shops to have all DRP agreements reviewed by a local attorney. their options if they don’t like some of the terms being offered? The need to read Stacy Bartnik, director of field services for the Carstar franchise network, said she is concerned that many shop owners sign the agreements without fully reading them – and having their managers and estimating staff read them as well. “They need to be equally informed,” she said. Bartnik recommends that shops pay particular attention to training or vendor requirements in the contracts that could result in mandated expenses or use of particular suppliers for some products or services. George Avery, a claims consultant with State Farm, acknowledged that DRP agreements can be confusing. That’s why he encourages shops to discuss any questions they have about the agreement with local claims personnel, and if their questions aren’t answered to their satisfaction, he encourages shops to bring those questions to the regional level or higher within the company. “You’re not going over anyone’s head,” Avery said. “Go up the ladder to get the answers. I really encourage that.” He also said an insurer might be able to provide more detail about its policies and procedures that aren’t fully spelled out in the agreement. As an example, Avery said, the contracts usually have terms related to repair quality, but they may not spell out what happens if a quality issue arises. That’s something shops may want to ask about. State Farm, for one, Avery said, has a written policy related to quality issues, though it’s not Stacy Bartnik, director of field services for the Carstar franchise network, says many shop owners sign DRP agreements without fully reading them. Weir Parts Center is all about service excellence. We have a knowledgeable and personable staff to assist individual needs, and a large inventory to fill your orders quickly. With over 90 employees, and 45 delivery trucks on the road, we strive to be the best Parts Department in the region, by offering quality original equipment parts, outstanding service, and daily delivery to give you the ultimate customer experience. spelled out as part of the DRP agreement. Andrew Rodenhouse, an attorney whose family operates a collision repair business in Grand Rapids, Mich., said he encourages shops to have all DRP agreements reviewed by a local attorney. He cautioned that if anything an insurance Continued on page 18 WEIR PARTS CENTER FOR MECHANICAL & COLLISION REPAIR COMPLETE CUSTOMER SATISFACTION Available through your preferred PPG Platinum Distributor Envirobase ® PPG Certified Waterborne Technical Representative Serving Greater St. Louis and West to Columbia 636-441-6385 St. Peters, MO www.mid-niteautosupply.com PHONE: 800.334.1379 www.weirparts.com FAX: 866.678.4894 Red Bud, IL Parts & People May 2012 Page 17
Page 1 and 2: RV/C Serving Missouri, Illinois, S.
Page 3 and 4: Automotive Recycling & “Green”
Page 5 and 6: Only 35 percent of hybrid owners bu
Page 7 and 8: Hi-Tech expands services to meet cu
Page 9 and 10: Parts & People May 2012 Page 9
Page 11 and 12: Energy Suspension continues to perf
Page 13 and 14: Rural JC Auto & Truck Parts concent
Page 15 and 16: Collision Repair Certified Collisio
Page 17 and 18: I’m A Convert To PPG Waterborne C
Page 19: Parts & People May 2012 Page C-3
Page 23 and 24: SCRS introduces GreenSweep energy a
Page 25 and 26: Zurich ensures I have the right ins
Page 27 and 28: Knowing customer base and competiti
Page 29 and 30: Cooper’s Keys to Auto Repair Prof
Page 31 and 32: Parts & People May 2012 Page 27
Page 33 and 34: Continued from page 28 six location
Page 35 and 36: Continued from page 30 Remanufactur

Customer service is a priority at Shutes Alignment & Frey Tire in ...

Create successful ePaper yourself

Delete template?

Save as template?