How Can There Be Such a Big Difference?
by Ken Miller, AASP/NJ President
How can two shops, looking at the same vehicle with identical damage, produce repair estimates that differ by thousands – sometimes tens of thousands – of dollars?
The answer is one that we, as professionals in the collision repair industry, must confront. These disparities expose not just differences in training or tools, but also troubling behaviors that undermine the integrity of our work, the safety of the public and the reputation of our industry. I was recently exposed to this first-hand in an estimate training class we participated in for a particular OEM certification. The assignment was to write an estimate on a specific vehicle requiring a quarter panel replacement. The estimates varied from under $5,000 to well over $15,000, and all used a standard labor rate! How can it be?
Let’s be honest: the issue isn’t just about costs; it’s about priorities. Are we putting proper, OEM-compliant repairs first? How many are truly aware of what that even means? Or are we, whether through negligence, lack of training or insurer appeasement, allowing compromises that endanger consumers and tarnish the industry? It’s time to have this uncomfortable conversation and commit to elevating collision repair to the standard our customers – and their vehicles – deserve.
The Knowledge Gap
One of the most significant contributors to inconsistent estimates is the varying levels of knowledge and training among repair planners. Writing a proper damage analysis requires more than surface-level understanding; it demands expertise in vehicle construction, estimating systems, repair methodologies, manufacturer procedures and a great deal of time in researching the required procedures, parts, etc.
Unfortunately, too many shops treat estimating systems as infallible guides. These tools are helpful but are far from comprehensive. They don’t account for trim-level differences or automatically populate all required repair steps. Failure to research and document OEM repair procedures often results in incomplete repair plans – lower costs, yes, but at the expense of quality and safety.
If we don’t make training a priority, we are willfully choosing ignorance. That’s unacceptable. Every shop must invest in the education and certification of their staff. If we don’t, we can’t blame anyone but ourselves when inconsistent or substandard repairs damage our industry’s reputation, or worse, place someone in danger.
The Insurer’s Influence
Insurer interference is a persistent problem. Many shops are graded by severity and feel the pressure to “play ball” by writing estimates that align with insurer cost-cutting goals rather than OEM repair standards. We all know the game: insurers steer customers to preferred shops, dangle the promise of steady work and demand low estimates. But at what cost?
This is where we need to take a stand. Yes, standing up to insurers can be difficult, especially when they are the reason you have work in the shop. But bending to their will not only jeopardizes the integrity of our work – it also sets a dangerous precedent. The shops writing higher estimates for proper, thorough repairs are often the ones being vilified, while those cutting corners to satisfy insurers get rewarded.
A Call to Action: Stop the Complicity
The truth is, the collision repair industry has been complicit in its own struggles. Every time a shop prioritizes expediency or insurer satisfaction over proper repairs, it sends a message that we don’t take our craft – or our customers’ safety – seriously.
We can and must do better. That means holding ourselves and each other accountable. It means pushing for standardized training, transparency in estimating systems and independent oversight of insurer practices. Most importantly, it means understanding what a proper repair consists of and refusing to compromise on those repairs – no matter the pressure.
The public deserves safe, OEM-compliant repairs. The industry deserves respect. Neither will happen unless we collectively rise to meet the challenge. It’s time to stop blaming the system and start fixing it. The future of collision repair depends on us.
Want more? Check out the December 2024 issue of New Jersey Automotive!