Massachusetts Auto Body Association releases 10 questions consumers should ask collision repair shops

The Massachusetts Auto Body Association (MABA) has released a list of 10 critical questions consumers should consider before choosing a collision repair shop. 

“Today’s vehicles are more complex than ever,” said Evangelos “Lucky” Papageorg, MABA executive director. “Advanced driver assistance systems (ADAS), cameras, sensors, and specialized materials mean that even minor accidents require precise, manufacturer-approved repairs. When those repairs are done correctly, vehicles are restored to their intended safety performance. When they’re not, the consequences may not be visible — until the next accident. It may even be the cause of the next accident.”

A news release about the questions says that many consumers don’t realize they have a choice in where and how their vehicle is repaired. Often, consumers follow insurance company recommendations. 

MABA says that it’s not what a repair shop charges but what insurance companies are willing to reimburse. Some shops may feel pressure to cut corners, skip procedures, or substitute parts to meet insurer pricing. It adds that this can leave consumers with a vehicle that appears fine but may not perform safely in a future collision. 

“A vehicle can look perfectly repaired on the surface, but if critical steps are skipped — like calibrating safety systems — it may not protect you the way it was designed to,” Brian Bernard, Total Care Accident Repair owner and MABA member, says in the release. 

MABA says it has seen cases where repairs were incomplete, safety steps were missed, and vehicle values were inaccurately assessed. This leaves consumers with unexpected costs, or compromised safety, or both. 

The 10 questions MABA wants every consumer to ask before choosing an auto body shop include: 

• • “Will you repair my vehicle according to OEM (manufacturer) procedures, even if insurance doesn’t fully cover it?
  • “Are you an independent shop, or do you have a direct repair relationship with an insurance company?
  • “Do you have OEM certifications or I-CAR Gold Class status?
  • “Will you use OEM parts, aftermarket parts, or recycled parts, and why?
  • “Do you perform required calibrations for safety systems like ADAS (cameras, sensors, braking)?
  • “Will you provide a detailed written repair plan and explain it to me?
  • “Do you have the proper equipment to repair today’s advanced materials (aluminum, high-strength steel, EVs)?
  • “Will you provide a written warranty on your repairs, and what does it cover?
  • “What happens if additional damage is found during the repair?
  • “Will you review the completed repairs with me before I take the vehicle home?”

Papageorg said that asking these questions gives control back to consumers. 

Matthew Ciaschini, MABA’s president, said that as vehicles become more advanced, the margin for error gets smaller. 

“Choosing the right repair shop isn’t about cost or convenience—it’s about safety,”  Ciaschini said. “Honestly, consumers should find a trusted repair shop today and put them on their phone’s speed dial today.”

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