Volume 14, Issue 5 - September/October 2012


Conflict of Interest?
Dear AGRR™,

It is not fair that the same company that does its auto glass claims just happens to be in the business of auto glass repairs and replacements too, but then is “allowed” to do the inspections. No one else is involved in this process but [this one company] and while they are at the jobsite this could all too easily happen: “Miss Smith, if it helps you, I have a windshield in my van and I could go on and replace yours for you while I am here, if you like.” Open your mind to that example! It is another example of a large corporation making a very nice profitable situation for an insurance company. First, the insurance company receives guaranteed lower costs by signing up. Second, this company gains income from them, not to mention all of the jobs that they’re going to be inspecting. Would you do an inspection without getting paid? Neither would this company … This is the best opportunity [to know whether to repair or replace], while they are there inspecting. Plus, they sell another one of their windshields through their company that sells auto glass, if it is replaced.

This is totally a conflict of interest and should be banned. What is fair is fair, and this is not fair except to the corporate companies that are taking advantage of us again. Yes, they might be required to mention to consumers that they have a choice, but think about it (this company did); it would be pretty convenient [to continue with the replacement] since they are already there. Ninety-nine percent of customers are going to say “oh great, please just go on and do it now.”

What is wrong with going to our own insurance agent’s office and letting them discuss and make a decision while we’re there? How hard is that, seeing someone you know, trust and believe in? After all, we’re paying for our insurance though our insurance agents, right?

I, for one, will never use this insurance company. They have bowed down for more money, thus giving less customer service and quality in the meantime by doing so. An insurance agent’s office should be personable to everyone and down-to-earth, with real people that you can trust, period.
Jim Ecton
Autoglass Plus
Jacksonville, Fla.

Shops Purchase Urethanes Without Required Primers
Dear AGRR™,

Good start with this article (see related story in May/June 2012 AGRR, page 4). I would side with the original email; yes, safety is not a large concern. As a product manager, I can attest to how many shops would purchase urethane without the required primers and conditioners for a bonding system. They felt it was just an additional item they would be charged for, but wasn’t really required and it took too much time to apply.

This topic turned into heated discussions with these customers when they called back with bond failure.

Until the urethane came packaged with the primers, cleaners and conditioners as a kit, anything could be used in the bonding process, and was.

Also, the prevalent opinion is that body paint damage at the bonding area is acceptable. It is known that the pinchweld primers, used to “touch up” the scratches, do not prevent oxidation. Rust will form and can undermine the bond to the point of failure during an airbag deployment, thus jeopardizing the occupants to injury or death. This goes on unnoticed unless a leak develops and the car is taken in for repair.

Keep up the good work.
Rick Nelson
Nelson Glass Tools
Garden Valley, Calif.

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