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A Push for Inside Claim Debates with State Farm

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Contents

January 2021

on the

cover

Oﬃcial publication of the Auto Body Association of Texas

ABAT BOARD OF DIRECTORS Vice President Eric McKenzie

President Burl Richards Burl's Collision Center burl@burlscollision.com (903) 657-8082

A PUSH FOR TRANSPARENCY:

Chairman of the Board Corey Pigg S&W Expert Collision Repair coreyp@swcollision.com (936) 634-8361

Inside Claim Debates with State Farm

Executive Director Jill Tuggle jill@abat.us (817) 899-0554

Bobby Beason DeMontrond Collision Center bobby.beason@demontrond.com (936) 577-2747

Robert McDorman Auto Claim Specialists rmcdorman@autoclaimspecialists.com (817) 756-5482

Kevin Ellison Westway Ford kellison@vtaig.com (972) 584-9033

Logan Payne Payne & Sons Paint & Body logan@paynescollision.com (214) 321-4362

Larry Cernosek Deer Park Paint & Body lcwrecker@comcast.net (281) 930-1539

DEPARTMENTS

4 5 6

ABAT MEMBERSHIP APPLICATION

EDITOR’S MESSAGE By Joel Gausten The Future Is Unwritten

Treasurer David Osburn ozzy6384@gmail.com

ABAT BOARD MEMBERS

By Joel Gausten

Park Place Dealerships emckenzie@parkplace.com (214) 443-8250

PRESIDENT’S MESSAGE By Burl Richards Workflow Solutions for Shops and Insurers

EXECUTIVE DIRECTOR’S MESSAGE By Jill Tuggle Expect the Unexpected, but Expect Something

Chad Kiffe Berli's Body & Fine Finishes chadk@berlisbody.com (512) 251-6136 John Kopriva Kopriva Body Works jtkopriva@gmail.com (713) 923-4412

Greg Luther Helfman Collision gluther@helfman.com (713) 574-5060

Chad Neal Innovative Collision Equipment Chadwneal@yahoo.com (817) 527-2143

Manuel Rubio Miracle Body & Paint manuelr@miraclebp.com (210) 843-9564

Darrell Smith McDaniel’s Quality Body Works Inc darrell-mcdaniels@sbcglobal.net (903) 753-5391 Mike Williams All Star Collision Center sales@allstarcollision.us (903) 589-3160

PUBLISHER Thomas Greco / thomas@grecopublishing.com

ASK THE EXPERT “Why Would USAA Undervalue My 2006 Jeep Wrangler and Deem It a Total Loss?” By Robert L. McDorman THE CONSUMER’S VOICE Insurer Frustrations, “Flawless” Repair: Inside a Total Loss Victory

SALES DIRECTOR Alicia Figurelli / alicia@grecopublishing.com GRAPHIC DESIGNER Lisa M. Cuthbert / lisa@grecopublishing.com EDITORIAL DIRECTOR Joel Gausten / joel@grecopublishing.com EDITORIAL/CREATIVE COORDINATOR Alana Bonillo / alana@grecopublishing.com OFFICE MANAGER Donna Greco / donna@grecopublishing.com Published by: Thomas Greco Publishing, Inc. 244 Chestnut Street, Suite 202, Nutley, NJ 07110 Corporate: (973) 667-6922 / FAX: (973) 235-1963

ADVERTISERS’ INDEX 300 Advantage ....................................................11

Innovative Collision Equipment........................22

Auto Claim Specialists ........................................20

J&J Painting Supply ............................................16-17

Beacon Equipment Resources ........................4

Paint Works Dallas ..............................................IFC

Bolt On Technology ............................................7

Reliable Automotive Equipment ......................12-13

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Sherwin-Williams ..................................................OBC Tasco Auto Color..................................................15 USI North America ..............................................19 Wheel Technologies............................................21 3 January 2021 Texas Automotive

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TEXAS AUTOMOTIVE is published monthly and is sent to ABAT members free of charge. Subscriptions are $24 per year. TEXAS AUTOMOTIVE is published by Thomas Greco Publishing Inc., 244 Chestnut St., Nutley, NJ 07110. The editorial contents of TEXAS AUTOMOTIVE are copyright © 2021 by Thomas Greco Publishing Inc. and may not be reproduced in any manner, either in whole or in part, without written permission from the publisher and/or editor. Articles in this publication do not necessarily reflect the opinions of Thomas Greco Publishing Inc. Stock Images courtesy of www.istockphoto.com.

President’s Message

Workflow Solutions for Shops and Insurers

For those who are unaware, there is a national forum called the Collision Industry Conference (CIC) that is comprised of shops, association representatives, insurers and other members of the collision repair and service inter-industry. CIC meets quarterly (typically at various spots across the country but on Zoom these days) to discuss critical issues and develop work products that inter-industry members can use to improve their experiences in the field. is work is usually done by various committees comprised of CIC participants. Recently, the CIC Emerging Technologies Committee shared some solutions to help shops and technicians better navigate, perform and document ADAS repairs. What they came up with should be of interest to everyone reading this magazine. First, the Committee has posted a five-page Calibration Workflow Process document on the CIC website that provides a great overview of various operations that help repairers achieve a complete and professional ADAS repair. While some of the procedures featured in the document may vary for each OEM, it is a great step forward in bringing cohesion and a greater understanding of the work that must be performed on today’s vehicles.

Additionally, the Committee has produced a special ADAS workflow video that outlines 12 critical steps to calibrate and document all ADAS available on a vehicle. I can’t encourage you enough to check it out. Burl Richards It’s easy to follow and highly informative, and it’s ABAT President short enough to allow every technician in your shop to view it without taking too much time out of their day. e video and the Calibration Workflow Process document, which were both produced by the Emerging Technologies Committee in collaboration with the Collision Industry Electronic Commerce Association [CIECA] Calibrations Committee, are available at ciclink.com/work-products. Both groups deserve a huge thank you for their eﬀorts to get this information out to the industry-at large. Perhaps the most important thing to keep in mind with CIC is that insurers regularly attend these meetings. ey see the work the industry is

4 January 2021 Texas Automotive

Continued on page 21

5 January 2021 Texas Automotive

Executive Director’s Message

Expect the Unexpected, but Expect Something

If last year taught us anything, it was to roll with the punches. I think I have decided to go into 2021 with very low expectations; things can only go up from here, right? I do have some excitement brewing with the hope that this pandemic will eventually stop gaining ground and ABAT can resume some normal programming. For now, we will plan for changes but hope for the best. Some of our “normal programming” plans are already underway. Here’s what YOU can expect in 2021: Legislative efforts: By the time this magazine hits your desk, our bill will be filed in the House. We have taken what we learned in the last two sessions and formulated some legislation that will make a huge and positive impact on Texas body shops. Stay tuned for specific information as well as a bill number. We have pioneered many efforts leading up to this, including (but not limited to) our consumer complaint form as well as different ways

ABAT's Texas Auto Body Trade Show is ON for 2021! Be on the lookout for dates coming soon! Like the Trade Show’s Facebook page at facebook.com/TXABTS for up-to-date info!

55 Over ons ti Loca ve you r to se

to bring awareness to the safe repair crisis that we are facing. We need everyone to take part in this eﬀort, and we implore you to BE THE CHANGE! e 2021 Texas Auto Body Trade Show: Talk of a date change is in the works as we keep a keen watch on the COVID-19 pandemic status. ABAT’s number one goal for 2021 is to host our Trade Show, but only if we feel we can Jill Tuggle invite our attendees and vendors into a safe ABAT Executive Director environment. We hope to make an announcement soon. For the most up-to-date information, visit our show page on Facebook at facebook.com/TXABTS. ABAT Meetings and educational seminars: In addition to the HUGE educational lineup at the Trade Show, we plan to host two additional education meetings throughout the year. With most speakers being homebound lately, we will be able to bring you some of the best in the country, likely in a virtual or hybrid format. But remember, we hosted the FIRST-EVER ABAT virtual meeting last February, so we are basically old hat at this! Continued on page 21

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Editor’s Message

The Future Is Unwritten

Eighteen years ago last month, a British musician named Joe Strummer passed away at the age of 50. He was best known as the frontman of the band e Clash, who were inducted into the Rock & Roll Hall of Fame in 2003. What in the world does that have to do with the Texas collision repair industry? Well, as I listened to Joe’s vast body of musical work as the anniversary of his death approached, I was reminded of one of his most famous quotes: “e future is unwritten.” at is something I keep in mind as we start a new year in one of the most stressful and challenging times in our nation’s history. While the idea that we don’t truly know what’s going to happen next can be frightening for some, I see it as a foundation for hope. is is especially true when I look back at everything the national auto body industry accomplished last year despite incredibly high stress. Shops stayed in business, while the industry at-large embraced virtual technology to keep meetings and events moving forward. Online education and training soared

Joel Gausten Editor

as industry members had the downtime to embrace new things, and facilities in the Lone Star State and beyond stepped up to provide the safest environments possible to consumers and employees. It wasn’t easy, but we’re still here. So, now we’re in January, and many things about our daily lives are still out of our control. But what we always have power over is how we react to the world around us. Our 2021 is fresh and unwritten. It will undoubtedly deliver struggles, but it is sure to also oﬀer victories if our hearts remain strong enough to weather the storm. It’s still up to us to write the best future possible; I look forward to seeing how strong and inspiring the words by ABAT and every shop in Texas will be. TXA

joel@grecopublishing.com

8 January 2021 Texas Automotive

9 January 2021 Texas Automotive

TRANSPARENCY:

COVER STORYBy Joel Gausten

A Push for

Inside Claim Debates with State Farm

“What’s going on with State Farm?” According to ABAT President Burl Richards (Burl’s Collision Center; Henderson), this is one of the top questions he hears from Texas-based repairers who reach out to him to discuss industry issues. With everything from COVID-19 to changes in automotive technology already weighing on shops everywhere, reports from Richards and other ABAT members indicate that the nation’s largest auto insurer isn’t making life in the collision repair field any easier. In Defense of Indemnification Insurers sell a product meant to make consumers whole, and body shops are in business to bring a vehicle back to pre-loss condition. is should be a straightforward arrangement, but Richards is growing increasingly concerned over what he considers State Farm’s underindemnification of policyholders. As just one example, he claims that the insurer is only willing to pay a 0.5-hour mechanical rate for scanning. “What about the equipment we have to use? Although that half-hour mechanical rate may pay my technician the labor, there are costs for the electronic equipment, subscription fees to the OEMs or a monthly fee or a

third party. It’s not like I can lick my finger and stick it up in the air and communicate with that car. ere’s a cost associated with doing it right.” Unfortunately, Richards says that negotiations over these and other procedures – including even seemingly minor OEM-recommended ones like test drives and seatbelt checks – have become even more diﬃcult as COVID-19 continues to keep many appraisers at home. Instead of solely duking it out with the insurer over the phone, he has made it a regular practice to document his disagreements with State Farm in writing – regardless of how it’s embraced on the other end. “Insurance companies do not like to respond to us via email on why they’re not paying for specific things. From our perspective, we want to be as transparent as possible. Unfortunately, transparency and insurers don’t go hand in hand.” To back up his stance on repairs, Richards ensures that his facility follows OEM procedures and frequently uses the Database Enhancement Gateway (DEG) for clarity when State Farm insists that a particular procedure is included. Not surprisingly, the documentation that results from these activities is passed along to the insurer. “If we request reimbursement for something, I believe that we owe the customer and the bill payer an explanation. It’s our responsibility to provide that documentation, but when the carrier still refuses to acknowledge and pay for that necessary procedure, that’s a lack of transparency on their end.” In addition to extensively documenting each repair file, Richards maintains transparency on his end by keeping consumers looped in when friction develops. is includes copying customers on emails between his shop and State Farm. “I’ll even give a customer a supervisor’s cellphone number if necessary. At the end of the day, it’s the customer’s insurance company.” As the push and pull between the insurer and Burl’s Collision Center continues, Richards remains adamant that a professional repair is always worth fighting for. “If you’re an insurer selling policies in Texas, then you ought to be responsible for paying to repair that vehicle properly. Period.” When asked to clarify State Farm’s position on scanning, company spokesperson Chris Pilcic provided the following statement: “State Farm’s commitment to our

10 January 2021 Texas Automotive

customers is to pay what we owe promptly, courteously and efficiently. State Farm agrees to pay for pre- and post- [repair] scanning operations in many cases. If a request is received, it is necessary to first determine the nature and extent of damage that is present on the vehicle. If the extent of damage warrants, a pre- and/or post-repair scan may be necessary for vehicle repairs. Vehicle manufacturers’ position statements can be broad and general in nature regarding pre- and post-[repair] scanning. State Farm gives consideration to position statements on a case-by-case basis based on specific year, make, model, type of damage, existing technology affected or even repair scenario. State Farm continues to work with repairers on this issue relating to vehicle scans when an individual repair circumstance warrants.” e OEM Way or the Highway For Greg Luther, body shop operations director for the multilocation Helfman Collision Center, repairing vehicles as per OEM requirements and recommendations is an absolute necessity. Currently, his operations specialize in Maserati, Alfa Romeo, Dodge, Ram, Chrysler, Jeep and Fiat repairs for the three Helfman dealerships that offer auto body services. Over time, his commitment to doing things the OEM way caused cracks in his DRP dealings with State Farm. “We had been on their program, and it was a mutually beneficial relationship. ey allowed us to write the estimates; in return, we did a lot of things that we didn’t necessarily get paid for correctly, but it was okay because we could increase production because we didn’t have to wait for anybody. en, they introduced a grading system where they started rating shops against one another. In doing that, shops started to compete by doing things for less and less money. For years, all of our scores were at the top level; everything was great. But as we began to focus more on manufacturers’ guidelines for repairing procedures, the more our repairs started to cost. It also began taking longer to complete those repairs. So, everything we were graded on by State Farm was counterproductive to that grading system. We eventually hit the bottom of that system, while nobody at State Farm could ever tell us exactly how their scoring matrix was generated. We finally got to the point where we said, ‘You know what? We’re not going to play this game anymore. If you want us on your program, great, but we’re going to fix these cars correctly and charge accordingly.’” Years after exiting State Farm’s program, Luther remains satisfied with the decision. However, he still regularly faces problems with the insurer – especially during the age of COVID-19. “It’s getting harder and harder with every claim. ere is no consistency.” With State Farm’s apparent moving-target mentality towards indemnification often creating major discrepancies between what the company is willing to pay and what is actually needed to ensure a professional repair, Luther refuses to compromise the integrity of his facilities and the work they provide. “Pre-pandemic, we were balance billing the customer. We actually required every customer to sign a form that basically acknowledged what our rates were, that we were going to follow the manufacturer’s procedures and that anything less would be billed to them and the carrier. ey either agreed to that or they didn’t leave their car. We also require every customer to this day to sign a form authorizing us to do pre- and post-repair scans of their vehicle. If they don’t agree to that, we simply advise them to seek services elsewhere. I will not perform an incomplete and improper repair.” As for balance billing consumers during COVID-19, Luther has adopted a different approach. “e pandemic has been hard on everyone. I really struggled personally with charging my customers with so many people out of work and making less money or no money. In many cases, we simply document

the required procedures by billing them on our invoice and applying a credit on the next line showing ‘operation denied by insurance carrier’ to oﬀset the charge. is shows we performed the operation, and the customer does not have to pay out of pocket. is is working out very well for us; it is training my staﬀ to ask for these operations whether the carrier will pay or not. is is getting these operations covered by many carriers that formerly declined them. It’s a win for the customer and our shops.” Time to Speak Out Richards and Luther are far from the only ABAT members with strong opinions on State Farm. Reader feedback to Texas Automotive in recent months reiterates the aforementioned struggles with receiving reimbursement from pre- and post-repair scanning, while others have informed us of a push by the insurer for shops to utilize used collision parts. As ABAT enters a new year, it plans to approach the Legislature to address these and other insurance industry-related issues. “It’s so important that we get some type of legislation passed that takes some of this power from them,” Richards says. “e consumer is not going to get any help from the Texas Department of Insurance [TDI]. e Department has told us that it’s not its business to decide what is fair and reasonable, and it’s not its business what is or isn’t required. TDI doesn’t get involved, yet it allows these policies to be written that give the insurance companies all this power.” “We’re small businesses; we’re part of the lifeblood of what the economy is in Texas,” he adds. “Body shops in Texas need to be looking up their local legislators, and they need to be complaining. As an industry, we’re allowing this to happen. We need to stop complaining and start doing something about it. If every shop in this state would make one phone call to their local legislator and make a complaint, I believe something would happen.” TXA

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Ask the Expert “Why Would USAA Undervalue My 2006 Jeep Wrangler and Deem It a Total Loss?”

Robert is a recognized Public Insurance Adjuster and Certified Vehicle Value Expert specializing in motor vehicle-related insurance claim resolution. As the general manager of Auto Claim Specialists, Robert expertly leads this National Public Insurance Adjuster Agency, which is currently licensed in over 25 different states and specializes in providing automotive-related claim liquidation techniques, strategies and motor vehicle valuation services to all parties, including individual consumers, body shops, auto dealers, repair facilities, towing and storage operations, lenders, finance companies, banks, legal professionals, governmental agencies and others. The firm’s consistent success can be attributed to Robert’s 35-plus years of automotive industry knowledge, practical hands-on experience and multiple certifications, including licensure by the Texas Department of Insurance as a Public Insurance Adjuster. Auto Claim Specialists clients can absolutely trust that they will be provided with analytical, sophisticated, state-of-the-art, comprehensive, accurate, unbiased and up-to-date data and information that all parties can rely upon as both factual and objective. Robert can be reached at (800) 736-6816, (817) 756-5482 or AskTheExpert@autoclaim specialists.com.

Dear Mr. McDorman:

Dear James:

Auto Claim Specialists recently helped me get my 2006 Jeep Wrangler repaired after USAA wrongfully deemed it a total loss and refused to return it to its pre-loss condition. Burl with Burl’s Collision Center explained to me that my Jeep could be safely returned to its pre-loss condition. However, USAA informed me it was in its best economic interest to deem my Jeep a total loss and not repair it. I did not understand this, and I suspected USAA had undervalued my Jeep. However, USAA refused to listen to me, and I was unsure how to convince the company that it had missed the mark to my detriment. After presenting my situation to Burl and expressing to him I wanted my Jeep repaired and not replaced, Burl referred me to Auto Claim Specialists, who reviewed my loss statement with USAA and recommended I invoke my policy right of appraisal in contest of the USAA loss statement. At the end of the appraisal process, my hunch turned out to be true. USAA grossly undervalued the actual cash value of my Jeep by $5,967 or 44 percent. With the correct valuation established, USAA saw it was now in its best economic interest to repair my Jeep. Now, thanks to Auto Claim Specialists, USAA not only authorized Burl’s Collision Center to repair my Jeep to its pre-loss condition but also paid my fee to Auto Claim Specialists for showing the company how wrong it was. How could USAA undervalue the Actual Cash Value by $5,967 or 44 percent? That just seems incredible to me. Do you see this type of under-indemnification often? After you directed me to several editorials about my situation, I felt compelled to ask you to explain to Texas Automotive readers how Auto Claim Specialists resolved my wrongful total loss situation with USAA and got my Jeep repaired. It’s my hope it will help others in a similar situation see they have choices when their insurance carrier wrongfully totals their vehicle just because it makes economic sense for it to do so.

ank you for your question and your concern for other Texas insureds. Yes, we see this type of gross under-indemnification regularly by carriers. We appreciate your calling Auto Claim Specialists to help resolve your loss situation with USAA. We particularly see many USAA clients in the same situation as you. e reason for this is that the USAA policy states under LIMIT OF LIABILITY: “We will declare your covered auto to be a total loss if, in our judgment, the cost to repair it would be greater than its actual cash value minus its salvage value after the loss.” However, as I will show in my response to your inquiries, the repair cost was less than even USAA’s own lowball adjusted vehicle value minus the salvage in your case, and yet the company still deemed your Jeep a total loss. USAA, with the help of CCC ONE, determined the adjusted vehicle value of your Jeep to be $13,329. USAA determined a salvage value on your Jeep of $3,100. Burl’s Collision, after a thorough inspection, determined the complete repair cost to return your Jeep to its pre-loss condition was $8,835.07. Under the USAA policy to determine whether USAA will administer the liability to replace or repair your Jeep, one should take the CCC ONE adjusted vehicle value of $13,329 and subtract the salvage value of $3,100, which equals $10,229. Only if the cost of repair exceeds this amount would USAA be in the right to total your vehicle according to its own policy. Given the repair cost of $8,835.07, we see that even without our involvement, USAA should never have deemed your Jeep a total loss. Upon your providing us with the USAA CCC ONE Market Valuation Report (MVR) formulating an adjusted vehicle value of $13,329, we sent it to our subsidiary, Vehicle Value Experts, to issue a certified actual cash value. e USAA policy limit of liability under comprehensive coverage and collision coverage is the actual cash value. Vehicle Value Experts quickly identified that USAA had undervalued the Jeep a minimum of $5,000. We recommended you retain Auto Claim Specialists as your public insurance adjuster agency and Vehicle Value Experts as your independent third-party appraiser and invoke your policy right of appraisal in contest of the loss settlement. At the end of the appraisal process, Vehicle Value Experts and the USAA independent third-party appraiser defined the actual cash value of your Jeep as $19,296.

Sincerely, James Wilson

14 January 2021 Texas Automotive

By Robert L. McDorman

e calculation method used by USAA to deem your Jeep a total loss is called the total loss formula. is formula always benefits the insurance carrier. Most policies in Texas use the total loss threshold method to determine the repair-or-replace loss type. Under the total loss threshold method, if the cost to repair is less than the actual cash value, the carrier will generally elect to repair. At the end of the appraisal process revealing that USAA under-indemnified your loss by $5,967, it was clear that your Jeep should obviously be repaired under either calculation method. us, USAA promptly authorized Burl’s Collision Center to repair the Jeep and even willingly paid our fee. We expose this type of under-indemnification by carriers on a daily basis. However, it’s still the case that few insureds understand they have the right to an appraisal of the loss. e under-indemnification in total loss and repair procedure claims in Texas is rampant. Besides the higher settlements for total loss clients averaging 28 percent above the carrier’s undisputed loss statement, we have also reduced clients’ out-of-pocket expenses an average of 35 percent on repair procedure disputes such as the example provided here. ese underindemnification percentages are staggering and harmful to Texas citizens. e spirit of the Appraisal Clause is to resolve loss disputes fairly and to do so in a timely and cost-eﬀective manner. e invoking of the Appraisal Clause removes inexperienced and biased carrier appraisers and claims handlers from the process, undermining their management’s many

tricks to undervalue the loss settlement and under-indemnify the insured. rough the Appraisal Clause, loss disputes can be resolved relatively quickly, economically, equitably and amicably by unbiased, experienced and independent third-party appraisers as opposed to more costly and timeconsuming methods, such as mediation, arbitration and litigation. In today’s world regarding motor vehicle insurance policies, frequent changes in claim management and claim-handling policies and nonstandardized GAP Addendums, we have found it is always in the best interest of the insured or claimant to have their proposed insurance settlement reviewed by an expert before accepting. ere is never an upfront fee for Auto Claim Specialists to review a motor vehicle claim or proposed settlement and give its professional opinion as to the fairness of the oﬀer. Please call me should you have any questions relating to the policy or covered loss. We have most insurance policies in our library. Always keep in mind a safe repair is a quality repair, and quality equates to value. I thank you for your question and look forward to any follow-up questions that may arise. TXA

15 January 2021 Texas Automotive

Sincerely, Robert L. McDorman

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The Consumer’s Voice

Insurer Frustrations, “Flawless” Repair: Inside a Total Loss Victory

would call them, they would In October 2019, James Wilson immediately start the conversation selected USAA for his auto insurer with, ‘Sorry to hear about your based on the price of the policy the totaled vehicle.’ I feel like they were company oﬀered him. Unfortunately, trying to put it in my mind that I what first appeared to be a financially James Wilson’s 2006 Jeep Wrangler repaired at Burl’s Collision Center had already lost my vehicle at that prudent decision led to a major point. Fortunately, the Jeep is more headache after his 2006 Jeep Wrangler of a ‘weekend’ vehicle for me, so I was involved in a collision in late had another option. But I can see how another insured could be severely September 2020. impacted by something like this.” Suddenly finding himself in need of a collision repair facility, he At the suggestion of Burl’s Collision Center owner Burl Richards, posted on Facebook asking for recommendations. He quickly received Wilson reached out to Auto Claim Specialists for assistance and a multiple replies suggesting he take his vehicle to Burl’s Collision Center in reappraisal of the vehicle. is led to the matter being resolved to his satisfaction. When all was said and done, it took roughly two months from Although he faced considerable hassles along the the day of the accident to when he was finally able to drive away in a way, Wilson became a more educated consumer and professionally repaired vehicle. Wilson later posted about his experience on Facebook, which led to an is “100 percent” happy with the repair he received interesting exchange with a fellow user. at Burl’s Collision Center. “Someone said, ‘I’ve had pretty good service out of USAA. ey didn’t deem my vehicle totaled, and the body shop I went to completely repaired the vehicle – but unfortunately, it drove sideways down the road after that Henderson. While he was immediately impressed with the body shop, he repair.’ I asked him, ‘Did you take your vehicle to a body shop that you soon began experiencing issues with USAA over his claim. As detailed in preferred or one of the body shops that your insurer recommended?’ ey this month’s Ask the Expert article by Robert McDorman of Auto Claim said, ‘Well, one that they recommended.’” Specialists on page 14, the insurer drastically undervalued Wilson’s vehicle. Although he faced considerable hassles along the way, Wilson became is came after USAA ended his rental coverage after a week and left him a more educated consumer and is “100 percent” happy with the repair he waiting several weeks for someone from the insurer to travel to the shop to received at Burl’s Collision Center. review the damage. “I’m driving the Jeep more now than my daily driver! I’ve driven it in “Being a consumer, I feel it should be up to me to make the decision very rainy conditions, stop-and-go traﬃc around town and long distances, on whether or not this vehicle was totaled. I’m the paying customer; it and it’s been flawless.” TXA should be my choice. “I feel like they were trying to trick me,” he adds. “Every single time I 18 January 2021 Texas Automotive

Russell & Smith Logging Big Paint Hours with USI Booths & Prep Station Buying a paint booth is a huge investment, and there are many factors to carefully consider before selecting one. Will the booth work well in a region where there’s a ton of humidity and with drastic changes in the weather? How long do you think the booth will last and will it require a lot of maintenance? Will your painters be comfortable using it every day and finally, will the company making the booth provide solid training and reliable customer service? To answer these questions before acquiring two Chronotech spray booths and a prep deck from USI ITALIA back in 2004, Collision Center Manager Kevin McIllveen at Russell & Smith Body Shop in Houston, TX spent six months studying the market. He was looking for the best booths that matched his needs to use in a brand-new 36,000 sq. ft. facility that the company built from the ground up. Mcllveen, age 56, entered the industry more than three decades ago as an estimator and has worked for Russell & Smith Body Shop since 1993. His goal with his new spray booths was to improve the efficiencies in his paint department and to accommodate his production, he said, while simultaneously saving time and energy if possible. The vetting process was arduous but worth it in the end. "We did our research so that we could make an educated decision," he said. "I went to NACE two years in a row and talked to literally everyone and asked a lot of questions. We knew that this was going to be a very significant investment, so we took the time to perform our due diligence to cover all our bases. We invested in their prep stations as well, which was another good decision, because my guys can work so much faster and effectively with five different places where we can spray. We put a curtain up in the prep booth that provides us two additional spaces that are heated and properly ventilated. So, when we are really jammed, we can handle the workload and maintain our cycle time without interrupting or slowing down our production." After using them for a very short time, Mcllveen could clearly see that his Chronotechs were more than capable as they quickly became a centerpiece in his new, high-end, modern shop. "We have four paint teams here, consisting of a painter and a painter’s helper and we consistently log approximately 600-700 paint hours weekly,” he said. “We switched to waterborne paint when we opened this facility because we want to provide a healthier climate for our employees and the community as a whole.” Why was Mcllveen able to improve his numbers by simply adding two USI booths? “In the end, it all comes down to their airflow because we never need blowers or additional air to cure these vehicles. The fans in these Chronotechs are exceptional because they feature variable speeds, so we can switch depending on the parameters of each job. Our painters are producing an impressive product day after day, so these booths are saving us both time and money. We paint an average of 400 cars every month, so

we push these booths and they never let us down.” Any issues that Russell & Smith Body Shop have encountered with their USI ITALIA booths have been rare and far between. But Mcllveen feels good knowing that if called upon, the company will respond and find solutions promptly. “If you do your scheduled maintenance and keep everything clean, these booths will last you 30 years and maybe even longer. The issues that we have encountered with the Chronotechs have been minor and quickly solved, which is impressive when you think that we have been using these booths daily for the last 16 years. I tell people that these booths will be here long after I’ve retired!” After training provided by USI ITALIA, Mcllveen’s painters were able to start spraying after one day, he said. "The Chronotechs are designed to work with waterborne paint, which makes it easier for our painters to do their work. After a very short time, all of our guys were comfortable and the results were consistently exceptional.” Mcllveen is also impressed by the Chronotech's sturdy construction and durability. "Some booths are just a box, but these are wellbuilt," he said. “I know, because I've seen them all and there isn't anything like a USI ITALIA booth." His career in collision repair industry has been a great experience and products like his USI ITALIA spray booths and prep station are a part of that, he said. “We haven’t had to furlough anybody here and that’s because we value our people and, in the end, our Chronotechs are part of the team.”

USI of North America | 565 Commerce Street Franklin Lakes, NJ 07417 | 201-405-7761 | s.moretto@usius.com | www.usius.com 19 January 2021 Texas Automotive

Fair settlements through knowledge and negotiation!

Founder Robert McDorman

20 January 2021 Texas Automotive

President’s Message

In Memoriam:

Continued from page 4

doing to better educate shops on proper procedures and stress the importance of proper documentation. is information is as readily available to insurers as it is to body shops. It’s so important for you to access these items and let the insurers you deal with know where to get them. is is just one more way that both sides can have the tools necessary to have better repairs performed and paid for and ensure that consumers always drive away in safe vehicles. TXA

burl@burlscollision.com

Executive Director’s Message Continued from page 6

e Dean Griﬃn Memorial Skeet Shoot: We made it happen in 2020, so you can bet on this one for 2021! Last year’s event was a huge success and was held completely outside. is is one event you can count on for this year! Mark your calendars for October 22, 2021. We know that you have high expectations of your state collision repair association. We have high expectations of ourselves, too. at’s why despite a year-long global pandemic, ABAT is committed to making sure that we keep the momentum going and make a positive impact on this industry. Together, we absolutely can make a change, but you must get involved. Reach out to me today so that we can make changes TXA in your neighborhood.

jill@abat.com

BOBBY WALKER ABAT regrets to report that member Bobby Walker passed away December 9 at the age of 55. Bobby’s industry career included serving as an instructor at Vale Training Solutions and holding management positions at Hertz and several large dealerships and collision centers in the DFW metroplex. Bobby was a Master of Structural Damage Analysis Professional and was certified by I-CAR. He was a passionate teacher who provided instruction on auto body repair, including the physics behind a collision. He loved people, had an incredible sense of humor and was always willing to help anyone or just lend an ear. Bobby was preceded in death by his daughter, Taylor Rae Walker. Survivors include his wife, Allison Geddings Walker; parents Floyd Ray Walker, Jr. and Adele Tannehill Herdman; brother James McCormick and family; stepsiblings Tim Herdman and Kim Watson; and several nieces and nephews. In lieu of flowers, the family ask that donations be made to the American Diabetes Association in the name of Bobby Ray Walker. ABAT and Texas Automotive oﬀer Bobby’s family and friends our deepest condolences. TXA

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21 January 2021 Texas Automotive

22 January 2021 Texas Automotive

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