Our car was recently hit in an accident where the other driver was at fault. After filing the claim with USAA, they recommended a local auto body shop (part of a national chain). However, I’ve had bad experiences with USAA’s recommended body shops before. One of our other cars had a terrible paint job after repair, and now it has rust spots only where that shop did work. The rest of the car is fine.
Has anyone had a similar experience with USAA’s recommended shops? Should I go to a dealer instead for this repair?
Another issue I had was with trying to reach an agent after hours. I called USAA after talking to the police, hoping to cover all the bases before leaving the scene. But their automated call center kept offering only a text link to do everything online. It was frustrating and didn’t work, especially with kids in the car.
It’s usually best to use an in-network shop. They offer a lifetime warranty (which you should have used for the last vehicle), and they’ll coordinate with the rental company for any extensions, etc.
If you choose your own shop, you’ll need to stay on top of everything, and usually, if any issues happen, it’s just between you and the shop.
I’ve only had one car repaired by USAA, and the most common shop around me is Caliber Collision. There are a lot of them nearby. At first, I went to one location, but they didn’t have an opening for a while, and their quote seemed odd. I kept driving my car while waiting for an appointment, and after checking reviews, I found that the first location had many bad reviews.
I decided to go to a different Caliber location. They had better reviews, gave me a more reasonable quote, and seemed more professional. They also mentioned that the first shop could have done something to prevent further damage while I was still driving it. The second shop did a good job. They handled everything with USAA, and it was smooth sailing. This was around 2021, but I’m not sure if things have changed with USAA since then.
My advice would be, if you go to an in-network chain, try multiple locations if possible, as each location could be different.
True. Not all chain shops are the same. It depends on the quality of the franchise owner and their team.
Also, I recommend asking for OEM (Original Equipment Manufacturer) body parts. You may have to pay a bit more, but it’s worth it. My wife’s car needed a new hood, and the aftermarket hoods were flimsy compared to the OEM one. I just paid the extra cost for the OEM part.
I’ve always used USAA’s recommended shops and generally had good experiences. One time, my 25-year-old car was stolen, and the shop used only OEM parts (not from a junkyard) to guarantee their work. There was an issue with the driver’s seat that wasn’t fully repaired, but that was understandable given it happened during the COVID lockdowns.
I don’t think they have agents available 24/7 for claims anymore, but I could be wrong. A recent tow became more complicated because of this.
I had a really good experience with a local USAA recommended body shop, and this was for two different claims, five years apart. Everything went smoothly, and I was happy with the work.
Adjusters are typically available only during business hours, and the adjuster handling your claim is the best person to talk to. The Claims Call Center reps are just customer service agents and not adjusters. Besides getting the claim started, you’re better off not asking them specific questions because they might not give accurate information.
I used to be an adjuster. If your dealership has a body shop, ask them if it’s on USAA’s approved list. If not, contact the shop and make sure they will work with USAA’s labor and parts rates. The risks with choosing your own shop are: 1) Some shops may overcharge, and you’d have to pay the difference, 2) Delays in repairs at your chosen shop won’t be covered by USAA in terms of rental time, so you’ll need to stay on top of your repairs. If there are delays, you could end up paying for extra rental time. 3) Any issues with the repairs will be your responsibility, and there won’t be a USAA warranty backing you up.
I prefer using a shop that’s backed by my insurance to avoid these problems.