Can't Buy Aftermarket Parts Anymore
Is anyone having trouble with Keystone not willing to sell you parts anymore? We were recently told that we cannot buy parts because we have too many returns and labor claims. Apparently we are not a profitable account to them.
Every part return and labor claim that we have submitted has been approved ty the outside sales representative for Keystone but I was told by the inside manager that the problem is an "Unwillingness" to use the parts, not a part quality problem. I was told that the parts are as good as the OEM parts and that I might have technicians who simply refuse to use A/M parts.
I went to one of our insurance DRP managers here locally and to my surprise they are backing us up on the issue. They are taking the matter up with the upper executives and feel that something has to be done about the situation. I didn't think I would besaying thank you to Progressive Insurance for backing the repair shops up on an issue like this, but I am. as you may know, Progressive actually delivers the car to the customer and apparently, they can't deliver the cars with these parts on either. It's amazing what happens when they "walk a mile' in our shoes.
If you are in, or feel that you may be in this position, speak up. Maybe we can get some help from the other carriers on this as well.
It is amazing to me that Keystone would take the position that they don't have a quality issue on the parts they sell. Although we have not been told that we can no longer purchase from them, the percentage of returns to purchases is very high. Especially their reman covers. Most times we don't file a labor claim if it is a fit issue only because of the time and admin involved with doing that. I guess we should rethink that....
As far as Progressive, they are, at least for the moment, attempting to improve their image. While it is likely related to bad press they received as a result of low scores in a JD Power survey, there is no question they are trying harder to find ways to improve how they deal with shops. (At least non drp ones) Good for them - it is much appreciated. I for one will give them a better rating on the ASA insurance survey this year.
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Technicians for the most part are paid based on there ability to fix or repair in a timely manner, OEM parts fit better and are easier to work with as they have been produced to the specifications of that particular vehicle, No technician wants to work twice on the same situation.
Aftermarket Collision part although may be produced by the same manufacture as an OEM part are subject to less inspected machinery and less specific quality of "fit" control, I know this because my family has been in the parts manufacturing business to the OEM and to the aftermarket for many years.
So the Comment that we have picky tech's, well we certainly do have them, but they most certainly don't want to waste anybody's time especially theirs, with parts that do not fit properly.
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We have not been told that our returns are too high, yet. I do submit labor claims if I have painted the part or cut it in. Everytime, it has been approved, but it seems it is getting harder to get paid for those claims. Lately I have had more returns due to non-fit. It almost seems as if the parts are getting worse not better. I tend to buy platnum plus only.
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You have to remember that Platinum Plus does not mean that they are CAPA certified or have been tested. They are just in a fancier box. It is Keystone's way to mislead you.
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We also cannot buy aftermarket parts because of the exact same issues.High rate of returns and labor claims according to Keystone.Hey, Bob since you are not charging Keystone to try to fit their ill fitting parts , I was wondering if we can send all of our after market parts for you to prefit.
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That was really cold Bud....
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Keystone has not stopped us from ordering parts, but is fighting us for warranty work that was approved by their representative in november. It would appear that a time of awakening has come for them also. STRENGTH IN NUMBERS.
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Scott Reese the manager of Keystone has said to us that they will not honor the warranty for a radiator that we had to replace due to leaking. He said that he called Farmers and that they said that our labor was too high for just that operation. I was very pleased to hear that Keystone and Farmers are collaborating on how long a certain process takes and if it will be covered on their warranty. Farmers wrote the vehicle (an insured by the way) for a "Keystone" radiator and they are not standing behind it either!! This raises an interesting question don't you think. Let me know whats on your minds?
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Shops need to only buy CAPA approved parts and file a complaint (you can do this on line at the CAPA website). CAPA will pay for shipping and reimburse you for packaging the part and "full list" price of the part. No need to return it to Keystone. They will then, if you do your job correctly and document the problems, after they inspect he part and confirm the shortcoming they will decertify the part. Take the time to do this. You get paid for your efforts and help get the crap off the marketplace. Of course Keystone will still sell them and they don't remove the CAPA seal but if you check CAPA's website you can verify the part has been removed.
You can make money returning CAPA approved parts. Hey we found a new profit center and it's really fun to get a bad part decertified.
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CAA(California Auto Body Association) thanks its Members and there active involvment for defeating SB350 and SB427, these Bills not in the shops best interest are now in commitee for the next two years...point is the members worked together,Phx Body shops have seen good results from working together inspite of some differences...it can be done!!
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