Fixing Cars Correctly is Non-Negotiable

by Jerry McNee, AASP/NJ Collision Chairman

The pandemic has undeniably altered the way businesses operate, especially in sectors like auto repairs and insurance.

Across the country, stories echo a growing frustration: insurance companies are more resistant than ever, challenging claims with little concern for fairness or transparency. Is this a symptom of corporate greed, an absence of understanding or both? Is it caused by a lack of training, or is profit a priority over safety? The delays, denials and intimidation tactics seem to suggest it may be a bit of all of this.

Take, for example, the revelations from the recent
60 Minutes episode on Florida hurricane claims. The chilling admission, “We will make them sue us to get us to pay,” paints a disturbing picture of an industry that thrives on fear and evasion. For those working in the automotive field, the question is not just about doing what’s right. Many shops face the pressure of meeting quotas – which are largely based on poorly defined KPIs – or the loss of a business relationship.

But what happens when professionals accept subpar outcomes? When shops hide behind excuses like “That’s all the insurance will pay”? This is not just about damaged vehicles – it’s about the erosion of ethics and quality. The responsibility of ongoing education, proper tools and following repair procedures falls squarely on industry professionals. If nothing changes, the pattern of poor repairs and insurer manipulation will only worsen.

So, the real question is: What are we doing to improve? If your response is ”nothing,“ you are the problem. Just as in nature, where the strong prey on the weak, the untrained and unprepared will be exploited. It’s time for self-reflection. The strength of the industry lies in its people, and now more than ever, it’s crucial to stand up, educate ourselves and fight for accountability.

The stakes are high – responsibility and liability rest with the professionals who repair the vehicle, not the insurers.

I may not have all the answers, but what I do have are values that guide me: morals, principles and ethics. In this industry, doing the right thing – even when no one is looking – should be non-negotiable. Opinions will always be subjective, but facts remain constant and indisputable. It’s essential to base decisions on facts, not opinions, and the auto repair industry provides us with those facts through reliable sources like p-pages, repair procedures, position statements and continuous training and education.

Repair professionals need to focus on facts: manufacturer guidelines, correct repair procedures and the proper use of equipment and tools. Following these guidelines is not optional; it’s a duty. When it comes to repairing vehicles, your opinion doesn’t hold value. What really matters is whether you adhere to proven, fact-based procedures. Anything less risks the safety of drivers and their passengers, as well as the integrity of the entire collision repair industry.

Stand by your principles, prioritize safety and always aim for excellence – not just when someone is watching, but because it’s the right thing to do. 

This message seeks to emphasize personal responsibility and business integrity. Maintaining high standards and prioritizing safety is not for appearances but because it’s inherently the right approach. And remember, the liability falls solely on you, not your “business partner.” That should also serve as a caution to be vigilant and accountable for your actions and decisions.

There is nothing right about doing it wrong. Fixing cars the right way should be the ONLY way.

Want more? Check out the November 2024 issue of New Jersey Automotive!