SOCIETY FOR COLLISION REPAIR SPECIALISTS CODE OF ETHICS

Code of Ethics requires members to:

•  Conduct all business practices in a lawful and professional manner.
•  Recommend proper collision repair procedures and explain to the customer why these are required to correct collision damage.
•  Offer the customer a price estimate for work to be performed.
•  Obtain prior authorization for all work done, in writing or by other means satisfactory to the customer.
•  Notify a customer if appointments or completion promises cannot be kept.
•  Furnish an itemized list for parts and services, priced fairly, which clearly identifies any used or re-manufactured parts.
•  Exercise reasonable care of the customer's property while it is being repaired.
•  Cooperate with established consumer complaint mediation activities.
•  Maintain a high quality level of collision repair.
•  Cooperate with insurance company representatives and make a sincere effort to provide available and affordable service to the motoring public.

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COLLISION INDUSTRY CONFERENCE (CIC)

Minimum Recommended Requirements for a class A Collision Center

• Established business location in compliance with local zoning laws and acceptable retail standards? Yes
• Have all local, state and federal licenses and permits? Yes
• The ability to produce computerized, procedure-page / P-page logic estimates? Yes
• Shop management can show evidence (transcript or certificate) of training in current management subjects, followed by ongoing attendance of at least one course per year in related management subjects? Yes
• Belongs to and participates in an auto collision trade association and subscribes to a code of ethics? Yes - Society for Collision Repair Specialists (SCRS)
• Evidence of recent and ongoing employee technical training and programs such as those provided by I-CAR, ASAMI, auto and paint manufacturers, etc.? Yes
• Have a metal inert gas (MIG) welder and technicians trained in proper welding technique and certified in welding through I-CAR, ASAMI, or the American Welding Society? Yes
• Have the ability to fully hoist a vehicle for inspection? Yes
• Maintains a source of current structural specifications covering the vehicle structure and wheel alignment specifications for the make, model, and year of the vehicle being repaired? Yes
• Has a measuring device capable of measuring in three dimensions (symmetrical and asymmetrical unibody structures) for the type of vehicle being repaired? Yes (Allvis System)
• Four-point anchoring system capable of holding a vehicle in a stationary position during structural and body pulls which is suitable for the specific type of vehicle being repaired? Yes
• Electrical or hydraulic equipment capable of making simultaneous multiple body or structural pulls for repairs as well as evidence of recent technical training or competence on the type of equipment being used? Yes
• Has a pressurized spray booth meeting current Federal and local requirements? Yes
• Ability to complete and verify four-wheel alignment through computer print-out either from an in-house alignment system or a qualified sublet alignment provider? Yes
• Offers a written warranty against defects workmanship for at least three years? Yes
• Ability to remove and reinstall suspension, engine and drive train? Yes
• Has paint mixing and application system capable of producing an original equipment manufacturer-type finish? Yes
• Demonstrates a concern for the environment by use of high transfer efficiency spray equipment, gun-cleaners, and other emissions reduction equipment? Yes
• Has employees who are qualified to diagnose airbags and safety restraints, and capable of completing OE-specified repairs using in-house equipment with certified technicians, or utilizes a qualified sublet provider with certified technicians? Yes
• Has ability to reclaim, evacuate and recharge vehicle air conditioning systems using in-house equipment and certified technicians or qualified sublet provider? Yes
• Documented ongoing measurement and reporting of customer satisfaction? Yes (Certified First)

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CERTIFIED FIRST

Customer Satisfaction Index Survey Results

Shop Appearance - 852
Customer Oriented - 839
Commitments Kept - 850
Acceptable Time - 767
Questions Answered - 867
Concern for Customer - 866
Accurate Estimate - 875
Description of Work - 850
Appointment Kept - 867
Pricing Provided - 863
Estimator Thorough - 905
Overall Quality - 841
Quality of Paint Work - 845
Body Panel Fits - 836

Customer Satisfaction Scale

Completely Satisfied - 1000
Very Satisfied - 750
Somewhat Satisfied - 500
Somewhat Dissatisfied - 250
Very Dissatisfied - 0

Summary of Results

Based upon your scores, American Collision Center excels in the following areas of customer satisfaction: Thoroughness of person preparing estimate, keeping customer interests in mind, and providing answers to questions. 100% indicated they would return and would refer others.