CONSUMER’SGUIDE TO

COLLISIONREPAIRS

BUREAU OF REGULATORY SERVICESMICHIGAN DEPARTMENT OF STATE

Additional automotive brochurespublished by the Department of State:

Auto Repair Rights and Repair Tips

Consumer’s Automotive Information andComplaint Kit

Consumer’s Guide to AutomaticTransmission Service

Consumer’s Guide to Brake Repair Service

Consumer’s Guide to Buying a Vehiclefrom a Dealership

Consumer’s Guide to Engine Replacement

Consumer’s Guide to Private Vehicle Sales

Consumer’s Guide to Vehicle Leasing

Consumer’s Guide to Vehicle Restoration

SOS-356 (12/01). 30,000; $1,395; $.05Printed under authority of P.A. 300 of 1974.

� Special deals ordiscounts

Be wary of repair facilities that offer to waiveyour insurance deductible or to do more work for noextra charge. Needed repairs could be short-cut tooffset the added expense the repair facility will incur.Since the structural integrity of your unitized bodyvehicle is extremely dependent upon proper repairsbeing performed, never agree to something thatcould affect your safety and the safety of yourpassengers.

� Paint repairsJust as the Bureau of Automotive Regulation

investigates complaints involving collision repairs, italso investigates complaints involving paint workdone with collision repairs. If problems involvingother types of paint work cannot be resolved with therepair facility, relief may be available through theOffice of the Attorney General or through SmallClaims Court.

� In the event of anaccident

No one wants to be in an accident. If we are, it isimportant that key facts be obtained for later use.The items below may help you obtain neededinformation. Keep this brochure in your glovecompartment so that you can write down theinformation immediately in the event of anaccident.

Date and time of accident:

Names and addresses of others involved:

Names and addresses of witnesses:

Name of other party’s insurance company and agent:

Other party’s policy number:

Investigating police department:

Police report number:

If you have a complaint regarding collisionrepairs or other motor vehicle repairs that youcannot resolve with the repair facility, contact:

Bureau of Automotive RegulationMichigan Department of State

P.O. Box 30046Lansing, MI 48909-7546Telephone: 800/292-4204

TTY: 517/485-5530Fax: 517/373-8791

www.michigan.gov/sosclick on “Owning a Vehicle”

No vehicle owner expects to beinvolved in an accident. But, atsome point, you may be faced with

damage to your vehicle as the result of a collision.Vehicle repairs can be handled better by an informedconsumer.

The Michigan Department of State wants you toknow your rights before you authorize repairs toyour vehicle. The department’s Bureau of Regulatory Services licenses and regulates automobiledealers, repair shops and mechanics, informsconsumers of their rights and investigates relatedcomplaints.

This brochure describes what is involved whencollision repairs are needed and details your rights asa consumer.

� Vehicle designMost vehicles manufactured since 1980 are of a

design known as unitized body (commonly known asunibody) construction. This design is particularlygood at absorbing collision impacts and minimizinginjury to vehicle occupants. The ability to absorbcollision impact is accomplished by creating “crushzones” in the vehicle that absorb and redirect theimpact energy to other areas of the vehicle outsidethe passenger compartment.

Unitized body construction relies on a numberof lightweight, high strength steel panels and parts,properly welded together, to provide structuralstrength. Due to the energy-absorbing nature of thedesign, even relatively minor appearing accidentscan result in damage that may affect the structuralintegrity of the vehicle.

Proper training and equipment are necessary forthe repair facility you choose to correctly diagnoseand repair your vehicle. A poorly repaired vehiclemay be unsafe and can cost you money.

� Your right to chooseYou are entitled to choose where your vehicle

will be repaired. Your insurance company mayprovide you with a list of possible repair facilities.

The repair facility you choose should meet therequirements listed below.

� What you should look forUnder Michigan law, repair facilities that

perform collision repairs are required to be regis-tered (licensed) by the Department of State. Theregistration and a consumer information sign mustbe posted in a prominent location within the facility.

The consumer information sign advises you ofyour right to a written estimate from the facilitybefore repairs begin and to a final invoice uponcompletion of repairs. Further, mechanics who repair

collision-damaged unitized body vehicles arerequired by law to be certified in the category ofUnitized Body Structural Repair. The mechanic’scertificate must be posted in a conspicuous location.

Look for the facility’s registration, themechanic’s certificate and the information sign. Ifyou do not see them, ask the service manager orowner about them. If they cannot be shown to you,take your vehicle elsewhere. Only do business with arepair facility that is registered and can demonstratethat it has properly trained, certified mechanics whowill work on your vehicle.

� Repairs to be performedWhen you receive a written estimate for the

work that will be done, be sure you understand theextent of repairs that will be performed and the typeof parts that will be used. The abbreviation “LKQ”stands for “Like Kind and Quality” and is anotherway of saying the part is used and not new. Neverallow a repair facility to install used safety items,such as a supplemental inflatable restraint system (anair bag).

Michigan law requires a collision repair facilityto inform you in writing if the replacement partsused to repair your vehicle are not OEM (OriginalEquipment Manufacturer, the company that manu-factured your vehicle). Parts not produced by thevehicle manufacturer may be of a lesser quality and,if used, may void the manufacturer’s warranty.Before authorizing collision repairs, make sure youinform the repair facility and your insurance com-pany if you only want the repair completed withOEM parts.

� Will there be a warranty?Before allowing the repair facility to begin

repairs, find out if the facility provides a warranty onits work. A repair facility is not required to provide awarranty. If a warranty is provided, the terms andany exclusions must be in writing. If you are told therepair to your vehicle will be warranted, make sureyou receive a written copy of the warranty.

Collision Damage

Passenger safety is a key elementin automobile design.

� Front and rear structural parts are designedto absorb collision energy by collapsing atpre-determined points called crush zones.

� Crush zones are built into the front and rearof the vehicle as a series of holes, dimples,or convolutions.

� Hoods are designed to buckle and avoidwindshield penetration.

� The structure is designed to route collisiondamage around the passengers.

CONSUMER’SGUIDE TO

COLLISIONREPAIRS

BUREAU OF AUTOMOTIVE REGULATIONMICHIGAN DEPARTMENT OF STATE

Additional automotive brochurespublished by the Department of State:

Auto Repair Rights and Repair Tips

Consumer’s Automotive Information andComplaint Kit

Consumer’s Guide to AutomaticTransmission Service

Consumer’s Guide to Brake Repair Service

Consumer’s Guide to Buying a Vehiclefrom a Dealership

Consumer’s Guide to Engine

ReplacementConsumer’s Guide to Vehicle Leasing

Consumer’s Guide to Vehicle Restoration

SOS-356 (12/01). 30,000; $1,395; $.05Printed under authority of P.A. 300 of 1974.

� Special deals ordiscounts

Be wary of repair facilities that offer to waiveyour insurance deductible or to do more work for noextra charge. Needed repairs could be short-cut tooffset the added expense the repair facility will incur.Since the structural integrity of your unitized bodyvehicle is extremely dependent upon proper repairsbeing performed, never agree to something thatcould affect your safety and the safety of yourpassengers.

� Paint repairsJust as the Bureau of Regulatory Services

investigates complaints involving collision repairs, italso investigates complaints involving paint workdone with collision repairs. If problems involvingother types of paint work cannot be resolved with therepair facility, relief may be available through theOffice of the Attorney General or through SmallClaims Court.

� In the event of anaccident

No one wants to be in an accident. If we are, it isimportant that key facts be obtained for later use.The items below may help you obtain neededinformation. Keep this brochure in your glovecompartment so that you can write down theinformation immediately in the event of anaccident.

Date and time of accident:

Names and addresses of others involved:

Names and addresses of witnesses:

Name of other party’s insurance company and agent:

Other party’s policy number:

Investigating police department:

Police report number:

If you have a complaint regarding collisionrepairs or other motor vehicle repairs that youcannot resolve with the repair facility, contact:

Bureau of Regulatory ServicesMichigan Department of State

P.O. Box 30046Lansing, MI 48909-7546Telephone: 1-888-SOS-MICH (1-888-767-6424) Fax: 517/373-8791

www.michigan.gov/sos click on “Owning a Vehicle”