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Letter to the Editor

SCRS Responds to Recent Allstate Survey

The Society of Collision Repair Specialists (SCRS) is disheartened by Allstate's approach in their attempt to have California legislation (SB1648) concerning insurance company ownership of collision repair facilities defeated. "Their survey and subsequent results are disparaging to the collision repair industry including their own PRO Shops," said Dan Risley, SCRS Executive Director. "SCRS stands behind the quality and ethical collision repairers in this industry and a survey where less than half of the people were NOT drivers in an auto accident does not support their press release headlined, 'Survey Shows Californians Fed Up With Auto Repair Fraud'."

"There is a large disparity between fact and perception. In fact, the Customer Satisfaction Index in this industry for both repairers and insurers consistently indicates that well over 90 percent of the people actually involved in a repair and claims experiences are very satisfied and would refer family and friends because of the level of service and professionalism they received. If the consumer felt cheated by the repair facility, I do not think they would recommend it," Risley added.

Joel Lofton, SCRS Chairman reacted sharply to the inference that the industry is rife with dishonesty. "I am a shop owner and I can tell you that this industry is not full of thieves. The industry has worked diligently to improve its' image and Allstate's press release is a slap in the face. I find it offensive and unwarranted. I would be remiss to think that fraud does not exist but a few bad shops do not represent the whole industry as this press release implies."

In light of Allstate's report and recent comments, SCRS wants to reaffirm their longstanding recommendation to the consumer that when selecting a quality collision repair facility to make an informed decision. SCRS recommends that consumers use some of the following criteria:

• Do they belong to an association of repairers on a local, state or national level?
• Does their staff have certification through I-CAR, ASE or other such organizations?
• Ask to see their Customer Satisfaction Reports?
• Request a tour of their facility and ask about the equipment used during the repair process.

These are just a few of the many questions and general observations that a vehicle owner can ask and use to make an informed decision.

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