How long will it take our industry to figure out scanning? The answer is, we don’t know! While the question may sound like a leading joke, it is not. Unfortunately, the answer has become a bit of a joke. It has been roughly 5 years since the topic became widely discussed and many of us embraced it. Yet compliance to manufacturer repair procedures and statements vary, charges and compensation levels vary, and insurer positions vary. As an industry we have not unilaterally figured it out!
I find it terribly disturbing that some insurers are pushing very hard to REDUCE payment for scans. And to complicate it some insurers have very different policies on the matter depending upon the geographic area. Yet the vehicles and the manufacturer repair procedures and policies are the same wherever you go within our country.
Some people even treat the topic as if it is based on opinion, subject to debate. Ultimately there is only one source of expert vehicle information and that is the vehicle manufacturer. Most of their procedures and position statements offer clarity on the topic.
Let’s look at some of the key factors.
Different tools
Often the discussion is on factory verses aftermarket tools. Yet there is more to it than that. Aftermarket tools range dramatically in terms of cost, function, and quality. While the better ones function well in many, perhaps even most, situations they don’t always have the ability to recognize all the modules that the car is equipped with. Frankly I find those insurers who are directing shops to simply utilize aftermarket tools and accept arbitrary labor amounts such a .5 hour are being short sighted and are pushing shops into situations where they may have exposure to incomplete and inaccurate work which can lead to quality issues, safety issues, and potential litigation issues. I believe they are oversimplifying the scan process and its impact on a complete and thorough repair. I fear that they are putting their financial interests before the needs and safety of the consumer.
Factory scan tools are consistent and dependable in terms of having access to all modules. I am not saying that aftermarket tools are never a good solution, but I am saying that you can have confidence in factory tools.
Keep in mind that some manufacturers have embraced security solutions, essentially firewalls that limit access to scan data. In those cases it is necessary to use a factory tool or an aftermarket one that has been granted access.
More and more the vehicle manufacturers are evolving to a tool solution that requires the shop to purchase a windows-based laptop, a vehicle connector interface (VCI) and an annual subscription for the program. Total initial costs are roughly $8,000 per manufacturer, but can be $20,000-$30,000 for some high-end European brands. And the subscription must be renewed yearly.
If a shop intends to use a factory tool solution their choices would be to buy one and have a trained staff person to perform scans, or to sublet to a dealer, or to sublet to an independent ADAS service company, or to utilize a third party solution such as asTech or AirPro Diagnostics. In the third-party scenario the shop must have a person to handle the tool connection, the communication with a call center, and to perform any steps as instructed by the call center.
What is included in a scan operation?
While the process may vary to some degree based on the tool used, the overall steps and philosophy are similar. Here is a list of what I believe would be typical:
1. Bring car into shop and up to temperature, particularly in inclement weather.
2. Connect battery support to maintain adequate voltage. (Many cars have low voltage due to battery condition and/or lack of charging opportunities after a collision.) In some cases some trim and/or interior trim removal is required to gain access to the battery.
3. Connect scan tool. (We have a variety of brands, some aftermarket and some factory specified. Each has its own operating characteristics.) Perform pre repair scan on the vehicle which may include looking into as many as 200 control modules.
4. Review whatever Diagnostic Trouble Codes (DTC’s) are revealed by the scan. If there are unrelated DTC’s inform the collision repair staff. When appropriate the collision staff will inform the insurer. In some cases it may be necessary to contact the customer and discuss possible unrelated repairs.
5. Research the meaning of each code and its implications. (We use a variety of sources including Alldata, Mitchell, and vehicle manufacturer sites.)
5.1 Utilize scan data and definitions to assist in writing of repair plan when and where applicable. (Additional diagnostics may be required for some fault codes and definitions.)
6. Take photos and create PDF for file. Send the PDF to the collision staff and place it in the electronic file (repair order).
7. After the collision repairs are completed, to perform the post repair scan repeat steps #1, #2, #3, #4, and #5 as necessary.
8. Clear the DTCs, all or all except the select unrelated codes. When clearing select codes it may be necessary to access each module and clear them individually.
9. Repeat step #6 for documentation purposes.
10. Prepair and submit invoice to the collision staff.
Obviously my example is for the shop that is performing their own scans. When a shop utilizes a third-party solution some steps are performed for you, but that is part of what their fees are for. When subletting to a dealer or independent a shop should demand the appropriate proof and documentation of the various steps including referencing factory repair information.
Are the costs declining or the accountability?
Obviously the number of steps is not declining nor is the cost of the staff who perform them. From my knowledge the third-party fees are not declining, certainly not to .5 hour. In my humble opinion, and with some anecdotal knowledge, I fear that many shops are either not embracing the requirements of manufacturer new technologies and/or are capitulating to the insurers who push those old backward thinking arguments such as “everyone else accepts .5”, “it really doesn’t take that much time”, “you don’t really have to do what the manufacturer says”, “our management has looked at this and what I am telling you is all that is necessary”, “we have to keep costs down for our policy holders”, “we haven’t had any issues from doing it our way”, “this is all I can pay you”, “it’s our policy to do it this way”, and so on. I am sure most of you have heard these phrases many times. If a shop is doing the scan properly with proper equipment, which may include a third-party solution, obviously .5 hour won’t cover your costs, especially considering equipment, staffing, training, and sublet fees. Not to mention making a profit which is not a dirty word and is a necessity in virtually all business.
And at the end of the day, who is liable? We as repairers are! And what about the consumer? That is where the risks lie when we accept substandard solutions.
