By John Lehrer

Even if you're not injured, an automobile accident can be a traumatic experience: Another car, in a hurry to find a space, comes around a blind corner in a parking structure and plows into your fender. Or you return to your parked car to discover that someone has backed into the door and driven off without even leaving a note. Either way, you're likely to be physically and emotionally shaken; you might even feel outraged or scared.

After the initial shock, you may not be sure what to do first. "Lots of people who call to report a collision are stressed out or frightened," says Juliana Swanson, Auto Club senior member services consultant. "Maybe they're standing on the side of the road with their car banged up. So first we reassure them while we find out basic information: Are they hurt? Is their car drivable? After we handle their immediate concerns, we address getting their car repaired."

Fortunately, collisions are a rare occurrence, so when one does happen, you might not know where to take your car to have it repaired. In California, even if the claim is covered by insurance, you can have your car repaired wherever you choose; by law, an insurance company cannot require that the repairs be done at a specific body shop. However, an insurance company may help consumers select a repair shop (see "Auto Body Repair and Your Rights," page 19). For insured members who need auto body repair but don't know where to turn, the Auto Club's affiliated Interinsurance Exchange has a network of prequalified shops in its Immediate Repair Program that can provide members with high-quality repairs, while saving them time and helping them avoid potential problems.

The Exchange chooses its IRP shops with the same care that the Auto Club employs to select other partners or service providers, such as Approved Auto Repair facilities, Show Your Card & Save partners, or cruise and tour companies. The Auto Club knows that our members have come to trust us to provide advice on a variety of products and services, and we strive to maintain that trust.

Auto Body Repair and Your Rights 1. An insurance company may not require that your vehicle be repaired in a specific shop, nor that you travel an unreasonable distance to a shop after your vehicle has been damaged. 2. An insurance company may suggest or refer you to a specific repair shop if (a) you expressly request such a referral or (b) you have been informed in writing of your right to select a shop, and (c) if you decide to have your vehicle repaired at an insurance company-recommended shop, the company ensures that your vehicle will be restored to its prior condition at no additional cost to you, other than as stated in your policy.

Setting — and Meeting — High Standards
The IRP began in 1990 with three shops; now, more than 200 shops are enrolled in the program. If you use the IRP, you won't have to worry about finding a reputable body shop: the Auto Club will refer you to quality repair facilities near your home or work. "The Auto Club takes this program very seriously," says Frank Schiro, owner of Schiro's Collision Repairs in North Hollywood, a long-time program participant. "The IRP sets very high standards and selects only repair facilities that meet these standards."

Not surprisingly, high standards result in member satisfaction. "We're very pleased, not only with the Auto Club representatives, but also with the body shop," says Alice Taliaferro of Palm Desert. "They had the car done within a week, and you couldn't tell where it had been hit. It looked like a brand new car. They had detailed it for me, and it was just perfect."

In fact, the Exchange is so confident customers will be satisfied, both the Exchange and the IRP shop offer a lifetime warranty on workmanship. To further ensure quality, the Auto Club surveys members who've used IRP shops, asking them, among other things, whether they're pleased with the repairs, whether the shop treated them well, and whether they would recommend the shop to family and friends.

Thorough Inspections, Timely Repairs
To maintain high standards, the Auto Club continually performs detailed inspections, making sure IRP shops have state-of-the-art equipment, that shop technicians are certified and receive ongoing training, and that shops deliver superior overall performance. Repair quality is monitored on a continuing basis, too; inspectors visit shops unannounced.

"When the Auto Club comes to our shop, they inspect cars at all stages of the repair process," says Keith Myers, owner of Eurotech Refinishing & Collision Inc. in Bellflower. "They also check the completed cars to make sure they're clean and that the finish is first-rate — everything a customer would look for."

A further program benefit is that IRP shops can start repairs on your vehicle right away, so you will get it back sooner. "We can pick up a vehicle, perform a thorough inspection of all damage, and begin repairs immediately," Schiro says.

Myers concurs. "When Auto Club members insured by the Exchange come in, we already have information about their vehicle. That same day, we're taking photos of their car, maybe disassembling it, and starting to write an estimate. If we had to wait for an adjuster to come out, it could delay the job by several days. We could be hanging parts on the car by that time."

A Tradition of Quality
In the 13 years since its inception, the Immediate Repair Program's insistence on high standards has raised the bar on the quality of auto-body repair, and the Auto Club's insistence on quality is reflected in the attitude and work excellence produced by IRP shops, which often go the extra mile to be sure members are happy.

"We make sure a car is cleaner than when it came in," Myers says. "We wash it, steam clean the engine, and apply dressing to the tires. On those rare occasions when a member calls with a complaint, we put them in a rental car for a day at no charge while we take care of the problem."

The customer-care managers in Frank Schiro's shop always look cars over to see what value-added services the shop can perform to exceed the customers' expectations. "We usually buff out light surface scratches in the finish, and we perform a complimentary 22-point inspection and detail every vehicle," Schiro says.

In the end, it all comes down to accountability, pride, and professionalism. "The Auto Club's main objective for the IRP can be summed up in two words: customer care," Schiro says. "They monitor the program closely and ask the IRP facilities for input on continuous improvement. It creates a win-win situation for everyone concerned."

 

The Top Shops The following are the 50 top-ranking Immediate Repair Program shops. This list reflects the most recent data compiled from customer-satisfaction surveys of Auto Club members who have used IRP shops.
Caliber Collision Center, Gardena* California Collision Center, Lancaster Grady Garrison's Paint & Auto Body, Corona Phillip Thearle's Autowerks, Santee Marco's Auto Body of Pasadena, Pasadena Avenue Body Shop, Ventura Schiro's Collision Repairs, North Hollywood Manuel's Auto Body Inc., Bakersfield Autobody by Caldwell, Laguna Hills Marco's Auto Body, San Gabriel Pride of Santa Clarita, Santa Clarita Virgil's Auto Body & Paint, Newbury Park Signal Hill Auto Body, Signal Hill Foster's Body & Paint, Santa Maria Dealer's Service, Santa Ana Henson & Son, Escondido Caliber Collision Center, El Cajon Solesbee Auto Crafts, Yorba Linda Service Auto Body & Paint, Covina Hi-Tech Collision and Glass Centers, Anaheim Weddle Autobody, Whittier Ferrari Bros. Body Shop, Monrovia Toyota of North Hollywood, North Hollywood Caliber Collision Center, La Habra Eurotech Refinishing & Collision Inc., Bellflower	Carillo's Auto Body, San Diego Superior Auto Body, San Fernando Len's Auto Body, Oceanside Paradise Chevrolet, Ventura Greg's Auto Body, Santa Fe Springs Sam's Auto Land, Gardena Firestone Auto Body, Downey Caliber Collision Center, Carlsbad* Tom Bell Chevrolet, Redlands Skill Craft Body Shop, Huntington Beach Drew Collision Repair Center, La Mesa Caliber Collision Center, Escondido* Acme Autoworks, Burbank Duran's Body Shop, Los Angeles Insurance Collision Center, Hermosa Beach Gene Townsend Auto Body & Paint, El Cajon All American Paint & Body Inc., San Diego North Ranch Bodycraft, Thousand Oaks Canoga Auto Body Inc., Canoga Park Fred Guy's Auto Body and Paint, Los Alamitos Rancho Auto Body, Encinitas Fix Auto Collision, Anaheim Holmes Body Shop, Santa Monica Greenwald's Auto Body & Frameworks Inc., National City Seidner's Collision Center, West Covina
*The Interinsurance Exchange purchased a minority interest in Caliber Collision Centers, headquartered in Irvine, in 2001.

For a copy of the brochure "Guide to Insurance Related Auto Body Repairs," contact the California Department of Insurance at (800) 927-4357 or www.insurance.ca.gov.

 

You are reading the January/February 2003 issue of Westways. Some information contained in this publication is time-sensitive, and the terms of some offers (cruise or vacation packages, for example) or services (provisions for roadside assistance, for example) might have been superseded by subsequent information and might no longer apply.

Copyright © 1996 - 2003 Automobile Club of Southern California. All Rights Reserved. Privacy

Auto Club Awards Henson and Son Auto Body for Excellent Customer Service

In the January/February 2003 issue of “Westways” magazine, a publication of the Automobile Club of Southern California, Henson and Son was listed as number 17 of the 50 top-ranking IRP shops in Southern California and as number 2 in San Diego County based on the aforementioned surveys of Auto Club members who have used IRP shops. In Southern California, there are approximately 200 auto body repair shops which participate in this IRP program. “Providing an extraordinary repair service to our customers has always been our highest priority and commitment,” said Kirk Henson in making the announcement. “We are very proud of our dedicated staff who helped to make these special awards possible for us.”

Henson and Son Auto Body was founded in 1984 by the father and son team of Bob and Kirk Henson. Kirk succeeded his father to the position of President and CEO in 1999 following his father’s retirement.

©2003 Collision Repair Industry INSIGHT
All Rights Reserved