Processing Fees

[candyman]

I normally file my invoices for claims on the website or Fax the invoice to the TPA. Some charge a fee ranging from Free to $12.50 per invoice for processing. I repaired a WS last week and the lady stated that she didnt like the fact that she had a small skeleton that could be seen from inside the vehicle. The break was on the Passenger side at the top corner of the ws. I gave her a phamplet on Repair First. She said that was fine. I got a notice a few days ago stating that the customer had requested a replacement and that my fee would be debited. I hadnt even recieved payment yet. I was told the initial fee would be held as part of the warranty agreement. and that I owed them $7.50 for the initial processing fee and another %7.50. I called the customer to verifiy. The customer stated the crack had spread. A few days l;ater I was talking to the TPA and they informed me that my repair did not fail. It was simply a request from the customer to replace. I had explained the repair process with a phamplet prior to the repair and driving more than 20 miles in one direstion. She could have saved me $15 by refusing repair. Now Iam out of about $23 including gas. Its that time of year that road repairs are being performed and WS damage is up. I try to prescreen as much as I can prior to going on a job. Just be prepared for refunds. The commercials on TV makes customers believe that WSR leaves the WS looking new, and no skeletons. Its Hot in the Southeast.

[Eco Steam]

Yes sir, when dealing with the Insurance companies/networks (another reason why we no longer do) you're NOT protected from these issues, because its all in the fine print on the agreement you initially signed when joining a network. In order to be a part of the "Network", you have to offer the Lifetime Warranty, which means that if 1 day or 5 years down the road, if that repair fails, and the customer is still with the same Ins company and they report it that it was a previous repair, you will get charged whatever you were paid. Your loss will be whatever processing, drive time, fuel, etc....it sucks!

I guess that's the price you pay for being on the networks, getting more work comes with a price and sometimes some BS too...

ATX

[Dr.Chipster]

Before doing any repair, I ask the customer if they had ever had their windshield repaired before. Whether they say yes or no I always tell them what they can expect after the windshield has been repaired. I tell them that I can not make the "chip" disappear, that is is like getting a severe cut that leaves a scar. I let them know that if they are not completely satisfied that there will be no charge for the repair. I have not had anyone tell me, "knock on wood", that they were not satisfied. I remember someone on this forum say undersale and overdeliver.

[screenman]

Under sell and over deliver, that would likely to have been me it is a line I use often. Any business is a numbers game and a knock back every now and again is to be expected. In the days I was a used car dealer I used to say if I did not take a few losses I was not buying enough cars, meaning you cannot get it right every time.

What I would add is that by linking in with agents and insurance companies you are losing part of control of your business, so the choice is accept it or do not deal with them. Personally I do not working the insurance or agent route as it is a way to expensive market to service.