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We’ve been in the automotive repair industry for more than 20 years, dealing with insurers well as the general public. We aren’t a DRP shop and are fed up with the fact that DRP facilities try to make themselves out to be something unique.
These shops claim they can get a vehicle in and out quicker than a non-DRP shop. This simply isn’t true. Adjusters we deal with usually respond within 24 hours, and authorization is also completed within that same 24-hour period. Once we receive authorization, it takes only two days to receive the parts, unless they’re nationally back ordered. That’s just as fast as, if not faster than, most DRP shops. The vehicle repair is scheduled to coincide with the arrival of the parts. The customer’s vehicle is brought into the shop, and the repairs are started on schedule. Again, we’re just as quick as the DRP facilities.
DRP shops provide lifetime warranties, but warranties are only as good as the shop that backs them up. We also provide lifetime warranties; however, we stand behind them whether the insurance companies assist financially or not. There are also other factors to consider when looking at shop warranties. This includes the companies you get your supplies from as well as the employees you have working for your shop. Some DRP shops don’t even have ASE-certified technicians. We have Master Certified technicians who know their jobs; it’s not just a title behind their name.
These DRP shops make it sound like they’re the only ones providing car rentals for customers. We use a rental company that delivers the vehicle to our business and picks up the rental when the customer’s vehicle is complete. The customer doesn’t have to chase someone down to get a ride to the rental company. It’s doesn’t get much more convenient than that.
Even though we’re not a DRP shop, we provide the same services they do. In fact, I would venture to say we try harder to make sure the customer is completely satisfied when his vehicle leaves our facility. We don’t have insurance companies “steering” customers our way. Therefore, we have to try harder to get customers, and we’ve succeeded because of our reputation. We don’t have to cut costs internally to cover the extra costs of being a DRP. Our jobs are done to the customer’s satisfaction the first time, and we don’t have to worry about the comebacks.
We also do things to maintain good relationships with customers that I’m sure most DRP shops don’t do. We send out thank-you cards to show them we appreciate their confidence in us. Our customers are more than just a dollar figure. We send out questionnaires asking them questions regarding their satisfaction with the job and our shop.
In my opinion, DRP is not the route to go. I feel we turn out a better job and have more satisfied customers as a non-DRP. Is there something to be said for the shops that aren’t DRP? Yes, there is.
Bill Goss, owner
Port Edwards, Wis.