Friday, 07 January 2022 10:47

ABAT’s Consumer Complaint Form Drive is Making a Difference

Written by Autobody News Staff


...dictate what those prevailing rates are and we aren’t doing anything about it; we’re not questioning them,” he said.


Consumer Complaint Forms


Richards then shared information about ABAT’s initiative to raise awareness through the use of Consumer Complaint Forms.


After years of talking to TDI, in January 2020, Richards came up with the idea to create a consumer complaint form customers could fill out to file with TDI and send to the state legislator, senator and representative.


For the forms to be effective, Richards said shop owners and managers need to educate staff and customers about the process and benefits.


He advises the following:


  1. Spend 30 minutes with staff explaining the process with the forms.
  2. Have a conversation with customers when they drop off their vehicles and let them know about the potential challenges with the insurance company. “We’re not trying to start a fight; you are just educating the consumer,” said Richards.
  3. Make sure to communicate issues as they arise during the repair process. “Don’t be embarrassed or ashamed to tell a customer that you did something for them,” he said. “It’s not ‘the greedy body shop.’ It’s the body shop that is trying to get you back in a safely repaired vehicle.”
  4. Go over the form with customers when they pick up their vehicles and have them initial and sign it.
  5. Send the form to jill@abat.us.


“We are at a critical time in our industry where things have to change,” said Anderson. “That change has to come from each and every one of us doing our part.”


He said this isn’t about fighting insurance companies or...