Insurance work warranty refunds.

[splitpit]

I guess I'm lucky but I've never had an insurance job that I ended up having to reimburse the insurance company for a failed repair. How does that work? Do you have to issue a check back to them?

[Glassdoc]

No, they will usually "back charge" your account, meaning if they owe you for another repair they will issue no check, just a voucher explaining why you were not paid.. One of the reasons again I hate doing work for them.. I did a repair for a couple (small bullseye at the center base) came out perfect.. 2 1/2 years later, I get a voucher from Allstate, no reason just the dispatch number. So, I look up the job, got the date, called the customer and ask about it.. They said "no, it never spread, oh yes it passed State Inspection for the last two years". So I asked why? Their reasoning was, "well we were selling it to someone and your warranty was to us for as long as we owned it, and we did not want the new owner having to replace it, just in case something went wrong". I called Allstate, argued my case to no avail.. Needless to say Allstate customers have more than made up for it since..

I think the part of this that really irked me was, Allstate like so many other companies demand a one year warranty on our work. yet 2 1/2 years later we still have to be accountable..

[splitpit]

Personally, I don't think insurance companies should be allowed to do that unless the shop can inspect the damage first to see if it has actually failed.
The shop needs to be able to look at it before the insurance company automatically yanks the rug out from under them.

[Glassdoc]

Unfortunately, if you read the fine print of the contract you signed with them.. You don't have any say in the matter.. That is, if they sent you a copy of the contract.. 90% of the time, they send you the signature sheet agreeing to their terms.. And then you wonder why I dislike everything they represent.. I agree, shop inspection should be the first step to replacement etc.. I also think if they require a one year warranty, and whatever happens outside that 12 months, too bad.. Try getting your tv fixed or car fixed on a warranty that has expired.

[splitpit]

Guess I'll just be glad it hasn't happened....yet. I did have a State Farm customer call their agent (a friend of mine) to say that their repair had failed and that since they only had a $100 deductible for replacement that they wanted to file a claim for a new windshield. Fortunately he called me and I called them.....the guy sounded suspicious on the phone and I told him I was on my way to come look at it. I arrive and it looks fine. Small typical scar just like was there when I finished the repair. So I tell him it hasn't changed and he says, well my wife doesn't like that little spot on the glass so we decided to get a new one. I told him, NOT ON MY DIME PAL, and I informed State Farm that the repair HAD NOT failed. I also told the fella, if you ever need repair work done again, find another shop to do your work. I never heard another word about it.

[splitpit]

By the way, that small scar had been there for nearly two years before they decided they didn't like it. And keep in mind, all it was, was a small slighty dull looking spot where polished pit resin was.

[StarQuest]

spiltpit,

Consider yourself very lucky! Doesn't have to be a failed repair to be backcharged by insurance, it could be simply a cosmetic issue on lease turn in or customer just changed their mind from experiencing 97-99 % repair results when wanting 100% results that new windshield replacements provide.

To date I haven't had a failed repair (that ever cracked out or spread, once performed) but have had more than my share of cosmetic backcharges. Is it fair? Not to me or many of us but it does and will happen!

You don't send them a check, they will just take it out of your next payment and if you've signed an agreement with them you really have no recource to appeal. I've tried that route before and failed even when repairs were close to perfect.

Insurance and TPA's will tell you, customer is always right and that is something you have to deal with!

Even GlassDoc is non-exempt from this happening even though not being signed up with networks. They could always refuse his right to direct bill the next customer on the basis that the last one wasn't completely satisfied. Not that it's happened to him but it could. Not sure how he handles that after he already collected his money. Maybe he offers reimbursement to customers that aren't satisfied with his service or repair charges?

[splitpit]

Well I've heard of issues over it being a cosmetic issue but I feel that if they sign off on an invoice or referal sheet, authorizing that the work was completed to their satisfaction, they should not be able to change their tune down the line.

[Glassdoc]

Starquest, I handle that by being very explicit on my warranty given. I warranty for as long as they own the vehicle that it will not spread and will pass State Inspection. To date, I've only ever had one other customer that after 3 years, saw the pit and swore it was spreading. i went out cleaned it up, re-surfaced it and told them it was fine.. Two weeks later I get a call from Geico, stating the customer filed a claim for a new windshield and that since I had performed a repair that they were not happy with that I should reimburse them and put it towards their deductible.. I laughed and asked if they were serious.. They said they were.. I called the customer, and told them that we could take their vehicle to a dealership as well as a garage and if either said the repair would fail State Inspection i would gladly refund the money.. Neither shop could pin point the repair until we told them exactly where it was.. So long story short, no refund.. I would suggest whatever warranty that any of you give in writing that the wording be checked and re-checked to cover your butt for these type instances..
As for them directing me to not bill any customer.. I can't see that happening. I collect my fees up front, the customer submits my invoice.. I have not heard of any insurance company refusing the insured a payment..

[mrchip]

I had a "backcharge" this year and it made me very angry because there was nothing wrong with the repair..in fact it looked real good...but not good enough for them ..they wanted nothing showing ..even though I explained up front all that would take place they were nice and agreable and when i left it was okay..then they called and asked for replacement..unfortionately we are at the bottom of the totem pole..ins co are braindead and we have no one to speak for us..we are to many independant shops with no voice and no way to make them listen to our grievances...so all we can do is to rake the good with the bad....most has been good for me..ins work is still a no-brainer..I got a call from lynx today and went to jobsite and while there customer asked if i had time to do his other car..YEAH!!..I have time so that stop was $100.00...I'll take it ...I'll send it through e-direct tonight and in a couple weeks when I turn on my computer and check my balance ..it will be $100.00 better..whats wrong with that??