The Repair Process – From Estimate to Payment

1)   Estimate Written

  • Photos taken
  • Authorization Form Signed
  • Estimate & parts usage reviewed with customer
  • Estimate locked

2)   Scheduled In

3)   Call to Confirm Appointment

  • Notify the estimated number of days to repair
  • Who is paying?
  • Parts Deposit
  • Determine if customer will be using a rental vehicle or not
  • Ask customer to be sure to remove any personal belongings:  garage door openers, CD’s, etc.

4)   Order Parts

5)   Parts Received

  • Parts checked in & verified
  • Invoices entered into management system
  • Part price changes acknowledged
  • Freight recorded

6)   Vehicle Arrives

  • Review contact information
  • Review estimate with customer
  • Vehicle Check-in/Waiver Form completed with customer.   Ask about dash lights, special requests, etc
  • Up-sale:  Windshields, tires, rock chips, interior/exterior details
  • Ask customer to be sure to remove any personal belongings:  garage door openers, CD’s, etc.

7)   Vehicle Check-In

  • Vehicle Washed
  • Vehicle reviewed for prior damage after vehicle is washed
  • Damage to vehicle compared with estimate
  • Prior damage marked with washable marker
  • Pre-Post Vehicle repair QC check list completed
  • Vehicle Check-in inspection completed
  • Vehicle interior & exterior video’d
  • Special customer request written on driver window
  • Sublet items written on driver window
  • Dash codes marked on driver window
  • Vehicle labeled with RO & job jacket hung on rear view mirror
  • Up-sale sheet completed and turned into CSR
  • Vehicle assigned to technician

8)   Disassembly/Mapping

  • Technician drives vehicle into stall
  • Technician reads estimate
  • Technician reads notes on driver window
  • Technician disassembles vehicle 100%
  • Technician looks for additional hidden damage
  • Technician separate good & bad parts
  • Technician obtains parts from Parts person
  • Technician mirrors each part with the vehicle
  • Vehicle sent to Sublet/Mechanical
  • Vehicle sent to Frame rack if necessary

9)   Disassembly/Mapping (cont)

  • Technician writes supplement with Estimator & Painter
  • Photos of broken parts are taken
  • Photos of additional damage are taken
  • Parts needing paint is given to Painter

10)  Estimator writes supplement

  • Estimator adds photo to file
  • Estimator calls customer to notify them if additional damage was found
  • Customer is notified if additional parts and or labor is needed for a complete repair
  • Approval from customer required before continuing with repairs
  • Supplement parts are ordered

11)  Vehicle is repaired

  • Vehicle is Quality Controlled prior to Paint

12)  Supplement parts are received

  • Supplement parts mirrored to damaged parts by Technician
  • Supplement invoices are entered into management system

13)  Vehicle is sent over to Paint shop

  • Vehicle is prepped and masked for primer
  • Vehicle is prepped and masked for paint
  • Vehicle is Painted
  • Vehicle is Quality Controlled for any paint flaws

14)  Reassembly

  • Vehicle goes back to Body Shop for reassembly
  • Vehicle reassembled
  • Depending on the repair, fluids are checked
  • Test drive made if deemed by repair

15)  Sublet

  • Vehicle taken to sublet vendor for: alignment, code reset, tires, etc.
  • Vehicle is Quality Controlled
  • All invoices for sublet, body supplies, fasteners etc entered into management system

16)  Office

  • Office personnel balances estimating file to management file
  • Customer notified of target completion date and approximate time
  • Final invoice printed

17)  Detail

  • Vehicle is clean both inside and out
  • Pre-Post Vehicle repair QC check list completed
  • Vehicle Quality Controlled
  • Vehicle is placed on delivery row

18)  Customer Pick-Up 

  • Vehicle is reviewed with customer
  • Final invoice with warranty presented to customer
  • Payment is collected
  • Key’s given to customer
  • Rental company notified of rental drop off if applicable