 | Ken Haskett
is the Director of Fixed Operations for Rusty Eck Ford. Ken has been in the Automotive Service Industry since 1982 working in both retail and dealership operations.
Rusty Eck's Quick Lane is recognized by Ford as one of the top three Quick Lanes in the nation. The parts department is one of only 62 Major Redistribution Dealers in the nation. Ford Motor Company regularly recognizes the service department for their outstanding customer service and advanced production methods. Rusty Eck's Body Shop is a direct repair center for most insurance companies, servicing all makes and models. Rusty Eck is the top selling tire dealer in Ford's Kansas City region and ranks in the top ten nationwide. Ken can be contacted by e-mail at khaskett@rustyeckford.com. |
Cars, Trucks, Vans & Automotive
2002-11-01 15:46:00
Direct vs. non-referenced
: What is the difference between a direct repair shop (one referred by the insurance company) and a non-referenced shop?
ANSWER: A direct-repair shop is tied directly to the insurance company. There is generally no need for three estimates, as the insurance company will work with the shop's estimate. This generally means less hassle for the customer. At times, at a non-referenced shop, the customer becomes the go-between for the insurance company and the body shop. Insurance companies are more familiar with their direct-repair facilities and are more comfortable working with them. In order for a body shop to achieve direct repair status there are guidelines the insurance company requires the shop to maintain. These are standards for customer satisfaction, equipment, and quality repairs.While a direct-repair facility is on the whole more convenient for the customer, it must be mentioned that in a larger sense, the main customer is the insurance company. If you are going to a body shop ask yourself what they have to gain by taking care of you as a customer. In my opinion, a dealership body shop that is a direct-repair shop for your insurance is your best bet. While, like any direct-repair facility, they are interested in maintaining their relationship with the insurance companies they also have a great deal at stake in your satisfaction as a customer. At an independent body shop they only stand to lose you as a customer for collision repairs. The average person only uses a body shop approximately every seven years so they have much more to lose from the insurance company than you should there be a conflict. A dealership body shop, on the other hand, can lose you not only as a body shop customer, but they can lose your new and used car sales and service business as well. The dealership has a much higher stake in your satisfaction. Also, in the event of a conflict, at an independent facility your complaint can only go as high as the manager (usually the owner.) At a dealership, you can go from the manager, to the Parts and Service Director, to the General Manager, to the owner and even to the manufacturer. In the end, it is your decision who will repair your vehicle in the unhappy event of an accident. Always remember: it is your choice, and not the decision of your insurance company.
