Making good on a bad repair

July 1, 2016
A look at post repair inspections and quality of repair assessments

“Post-Repair Inspection (PRI)” has become a catchphrase in the collision repair industry over the past three to four years. Although PRIs have been around for decades, this term has gained prominence in recent times for a variety of reasons. For one, the advanced  steels used in late-model vehicle construction are generally unrepairable, yet pressure from insurers, unrealistic cycle times, a lack of technician training, antiquated equipment and/or greed have led to these structural components being repaired. This has resulted in noticeable imperfections. And obviously social media has added to the expansion and the drama along with it.   

Almost all collision repair professionals have experienced a poorly repaired vehicle in their shop, at least once. In some cases, they were horrified by what was done; in many cases, they were unsure of what to do about it or who is going to pay for it. (Note: We’re not giving legal advice in this article. Please check with your lawyer regarding the laws in your state). 

Misaligned strut mounting bolts

Good and bad situations

When a car is poorly repaired by a direct repair program (DRP) facility, a good situation would be when the insurance company will cover the re-repairs and rectify things quickly for the vehicle owner. A bad situation is when a non-DRP shop (with no ties to an insurer) repairs the vehicle incorrectly. The insurer may say to the vehicle owner, You chose the facility, and we will not cover the re-repairs.” In this situation, the consumer will most likely need to hire a lawyer to sue the repair facility. This whole process could take months or even years. Even if the consumer wins the case, he or she may not get paid because the shop could go out of business, change names or ownership to avoid paying for the vehicle repairs or a replacement vehicle. You — as the shop trying to rectify a poor repair — must inform the vehicle owner up front what his or her situation is and what the choices are.

We can break this discussion up into several categories:

Good – DRP Facility Repair

  • First party is always good.
  • Third party can be even better because there is no contractual agreement, but it must have been repaired at the insurer DRP shop.

Options for settlement:

  • The vehicle is repairable and you can come to an agreement with the insurer.
  • You and the insurer agree that the vehicle is a total loss.
  • You come to an agreement with the shop that repaired the vehicle, directly.
Panel gap issues on vehicle with misaligned strut tower

When the insurer and/or shop disagree:

  • The insured can sue the original repair facility and insurer on first party. On third party, they would sue the insurer and the driver and/or owner of the negligent vehicle.
  • Have the vehicle owner pay for the repairs and sign an Assignment of Proceeds (AOP), if allowed in that State, so that you (as the shop) can sue the insurer and repair facility.

Bad – Non-DRP facility

  • A lawsuit against the repair facility is the only way to right the incorrect repairs. It may take a long time to get restitution, if ever. This is the worst-case scenario.
  • This is true for insurer-pay or customer-pay repairs. You chose the shop and the insurer does not have to cover the re-repairs.

Inspection types

Collision Repair Inspection (CRI) — This type of inspection is the most common and the least scientific. Generally, the vehicle owner will bring a repaired vehicle to a shop of his or her choice to review the repairs. This is usually from a low-speed cosmetic or minor collision event. In most instances, the re-repair will need only slight adjustment, new clips, extra buffing and polishing or (at worst) a sand and refinish to name a few issues. This may be a free-of-charge service, a customer-paid job or (in some cases) the original repair facility will pay for the re-repairs. The insurance company is generally not involved in these types of cases.

Post-repair inspection (PRI)This type of inspection is generally due to noticeably incorrect repairs and/or drivability and operational issues with the vehicle. This is a very extensive inspection where the following will generally be required:

  • Hundreds of photographs
  • Three-dimensional measurements
  • Paint film thickness measurements
  • Some destructive testing (disassembly, sanding or grinding)
  • Borescope inspection
  • Visual weld inspection

Generally, these inspections will uncover enough evidence to suggest that extensive re-repairs are required.  Many times the PRI expert will negotiate the re-repair for the consumer and repair facility.  Generally the RPI expert can rectify the re-repairs in a few days or within two weeks, as they have been involved in numerous cases and know the players and the rules.

Quarter panel, wavy panel back side with excessive burns and no corrosion protection applied

Quality of repair assessment (QRA) — Now what happens if the PRI expert discovers significant damage, significant safety issues or a complete abomination?  Well, in some cases the PRI expert will need to get an expert, because this case is most likely going to court. Additionally, the client attorney may require an independent third party to assist in proving the issues uncovered. A QRA is a type of inspection that is the most scientific and requires extensive knowledge of vehicle repair protocols, vehicle design, metallurgy and engineering principles. An engineer or collision damage analyst (CDA) generally performs QRAs. A CDA is usually a collision repair expert who possesses extensive training on OEM repair protocols and materials, engineering principles, metallurgy, vehicle design, applied collision impact forces cause and effect, welding, structural repair procedures, root cause of how the damage occurred and mathematics. A QRA requires these types of experts because they will need to prove what is wrong, why it is wrong, how it is wrong and why these repairs are required. Oftentimes, the expert will be required to go through a Daubert or Frye hearing, prior to the trial. In a body shop, you can easily explain what repairs must be done and why. In a court situation, you will be required to have scientific evidentiary proof of the facts you are presenting — believe me, it is not as easy as it sounds. These examinations will require extensive and in-depth evidence, including the following:

  • OEM-specific repair protocols and procedures
  • Hundreds of photographs (in specific numerical order and geographical location)
  • Three-dimensional measurements (with calibration reports)
  • Paint film thickness measurements (with calibration reports and measurement analysis)
  • Visual weld inspection and measurement
  • Destructive testing (disassembly, destructive strength tests of components’ welds and bonding) and in some cases tensile strength and lap sheer strength, magnafluxing and x-raying.
  • Macroscopic and microscopic paint material evaluation
  • Borescope inspection

Training

To become successful at anything, you will need to train and practice (and obviously fail a few times). Your experience in collision repair is extremely helpful, but you will also need to build your résumé, professionally called a CV (Curriculum Vitae). Here is a list of training you will need to assist in your goal of being a PRI technician:

  • Experience as a technician
  • Current and ongoing structural repair training/certification from multiple companies (Celette, Car-O-Liner, Chief, CarBench, Global-Jig)
  • Current and ongoing welding certifications from companies like ISO and AWS
  • Current and ongoing OEM training certifications
  • Current and ongoing estimating system database usage and Procedural Pages (P-Pages) logic from Audatex, CCC, Mitchell
  • Current and ongoing engineering education  
  • Current and ongoing professional association membership
  • Peer-reviewed articles
  • Speaking engagements
  • Training engagements as the instructor

This will not happen overnight. It takes time to build your knowledge, experience and recognition in this field. One thing to remember is not to make such a big mistake that it ruins your career. Integrity is everything. Everyone makes a mistake or two, but don’t be so off base that it could prevent you from ever being hired again. Always remember that we are a small community and news travels fast. If you want to get involved in becoming a PRI technician or rising up the ladder to a CDA, take it slow and study. Practice makes perfect. You will need to be proficient at photography, documentation, measuring (three dimensional, film thickness, tensile strength, etc.) and note taking. All of these things will be used in the expert reports you will need to write. PRIs will grow in prevalence as more and more vehicles with advanced high-strength steel (AHSS), aluminum or mixed material vehicles are produced. This is because many collision repairers will refuse to invest in proper equipment and training, causing a rise in incorrectly repaired vehicles. PRIs are exposing the main issues in our industry, but they cannot address the solutions to ensure safe and proper repairs. Training, education and adhering to standard operating procedures (SOPs) are some places to start to ensure that proper repairs are being performed.

Right apron baffle with excessive corrosion and body filler

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