I recently sat down with Safe Collision Repairs' David A. Williams for the purpose of interviewing one of the automotive industry's leading experts. As a consumer advocate with more than thirty years of experience in the field of collision repair and automotive restorations, Williams gives no indication of exiting the scene anytime soon. Lauded by his peers in the automotive post-repair inspection business as one of the elite in his field, Williams remains at the top of his game. It is a widely held opinion that the results of his work have benefited the industry considerably, greatly improving the auto body trade as a whole.

From the late eighties and on through the nineties, Williams owned and operated his own body shop, Precision Collision.  Even though the collision repair shop was geared for high volume wreck rebuilding, it employed on everyday cars and trucks many of the same practices and details that made his customer's show cars winners in the late seventies and the decade of the eighties.  One show car Williams built, a 1931 Model A once ranked twenty-third in the top fifty cars in the nation according to the International Show Car Association (ISCA).

Williams' collision shop was one of the forerunners of modern technology, employing processes and equipment which are now commonplace in high-tech shops nationwide. In the mid-nineties, he was one of the first to invest in a lifetime licensing agreement to run WreckCheck's state of the art software, a program used to calculate the amount of lost market value a car or truck suffers after being wrecked and repaired.

Though he is no longer proprietor of his own repair shop, Williams considers his choice to exit the business in 1999 one of the smartest career decisions he has made.   Without the everyday grind of running a shop to distract him, Williams was free to turn the post-repair inspection business he had been toying with into a viable new career, allowing him to sell his automotive knowledge and skills to a new audience - attorneys. His reputation as a trailblazer within the automotive industry was never more evident than at this time, when he became the first WreckCheck post-repair inspector to operate in a mobile, full-time capacity.

Determined to see the industry treat consumers ethically and fairly, Williams is a watchdog for the public, denouncing the injustices that he finds. He visibly winces when he hears the endless parade of stories of disenfranchised shop owners and dissatisfied and often taken advantage of consumers. Due to his moral convictions and professional standards, Mr. Williams has, in the past ten years, cultivated a team of sympathetic attorneys who share his distaste for such injustices. Together, he and his assemblage of legal helpers continue to fight on behalf of the little man, providing them with an avenue of recourse they otherwise might not be privy to.

Mr. Williams also spends considerable time enlightening the public, as well as attorneys, automotive technicians, industry leaders and insurance companies on the issues most important to all involved. He is particularly cognizant of an individual's right to obtain automotive repairs which restore their vehicles to pre-loss conditions. His consultations to all parties mentioned above have proven invaluable, resulting in several favorable judgments for embattled consumers.

Presently, Williams can be found lending his ample resources of professionalism and experience to the public in a variety of ways. But perhaps his biggest contribution, and where he seems at his best, is in performing hands-on inspections of repaired automobiles. Astute at calculating diminished value when repairs have failed to indemnify claimants, Williams is a valued eye whose pen ultimately begins the process which puts thousands of dollars back into consumer's pockets where it belongs. When repair shops perform substandard work, and insures pays less than they should, Mr. Williams rolls up his proverbial sleeves and goes to work on behalf of the slighted.

The wealth of considerable information that Williams shares with the average consumer through his many public speaking engagements is an invaluable resource. His years of experience and unwavering honesty make him a highly-sought after speaker throughout the national circuit. He also writes featured magazine articles in leading automotive publications, participates in many recognized auto industry Internet forums and has assisted in court cases both on a national and local level. Mr. Williams personal website, http://www.safecollisionrepairs.com , also serves as an informative resource guide for anyone wishing to become more knowledgeable on the topics of vehicle safety, consumer rights following an accident and obtaining safe collision repairs. Widely heralded as a passionate voice in the area of reform and consumer rights, David A. Williams is an advocate whom the public can trust to notice injustice and in turn, fight to eradicate such practice.    

Q: Mr. Williams, what prompted your move from an auto body repair shop owner to your present position as a vocal advocate of consumer's rights in regards to seeking fair settlements and ethical treatment for auto crash victims?

A: In the mid-nineties, as consumers paid record money for cars and began a trend of driving them longer, the need for high quality, durable repairs became paramount.  My shop was always trying to push the bar to give insureds and claimants what they were entitled to receive - a repair that restored their car to its pre-loss condition.  But insurers wanted to save money, and they resisted our efforts to heighten quality by refusing to pay for everything it took to perform proper repairs.  So insurers began bad-mouthing us to consumers, complaining that our services were too expensive.  They were successful in persuading some of them to go elsewhere by claiming that consumers would have to pay more money out of pocket to use our shop.  One insurer went so far as to offer incentives such as reducing a consumer's deductible or eliminating it altogether if they would authorize repairs in any of our competitor's shops. Ultimately, insurers were successful in convincing many of them, and our business took a nosedive.  To combat insurer's tactics, we encouraged the manipulated consumers to come back for a courtesy inspection.  Many did, and we found the quality delivered by our competitors was horrendous.  So at that point, we went to bat for those customers who had returned in an effort to convince the insurer to re-repair their car at our shop, or total it out and remove it from the road altogether, when occupant safety was compromised to the point that a high quality repair was unattainable.   We began cultivating a network of sympathetic attorneys that were willing to help us put some bite behind our bark, and eventually became known as the place to go for re-repairs.  In the end, the constant bickering with insurers took its toll on our business, but it created another business that operated with much less overhead and completely independent of insurer intervention.  Best of all, the new business, an inspection business, has allowed us to continue holding insurers feet to the fire.  Getting rid of the building and finding other employment for our techs eventually freed me to expand by operating in a mobile capacity.  It felt good not to be strapped to a desk waiting for business to come to me.  I was free to hit the road and market the business in a broader geographical area.

Q: You have a reputation for being one of the few in the business of automotive repair whose sincerity lies in the fair treatment of the customer. What do you feel it is that sets you apart from others in the business who seem removed from the issues facing the average consumer?

A: As a Christian, I look to the Bible for instructions in my business dealings.  The familiar Golden Rule, as we all know, says, "Do unto others as you would have others do unto you." This principle alone has helped me make a boatload of decisions - decisions that, I feel have set me apart from the many in our industry who are driven by greed.  My father and mother, both being very Godly people, taught me from my earliest recollections that dishonesty is never an option.  Another bit of wisdom they passed on is this: "There is never a right time to do the wrong thing."  I am grateful for the upbringing I had.  It's a luxury that few people can claim.  There are some other Bible verses that drive me, mostly found in the wisdom of Proverbs, where as Christians, we are commanded to stand up for the rights of those who can't defend themselves.  It's been my experience that few people can assert their rights and collect all that they are owed from an insurer when they've had an accident.  They need skilled expertise and I feel it is my duty to provide it to the best of my ability for those who procure my services.  I don't like to see anyone taken advantage of, and the entire insurance system is corrupt to the point that the odds of collecting a fair settlement are against a claimant.

Q: What trends, if any, have you noticed that let you know your efforts in the instances of reform in business practices and insurance claims, are becoming more beneficial to the public?

A: We've been involved in several successful cases that have elevated our reputation among body shops and insurers.  I've had many shops tell me that all they have to do is mention that I am coming to inspect a car upon completion and the insurer will pay them more money and approve a higher quality repair plan.  Everyone knows that shops do their best quality job when they know their workmanship will be checked.  If the mention of my name results in safer repairs for consumers, then I am proud to have been a part of it.  We routinely receive letters and cards from those we've helped, praising our services.  You can view some of them on our RESULTS webpage.

Q: When speaking with insurers, consumers and repair shop owners, what issues do you find are most important to each of them?

A: Without a doubt, saving money is the priority most important to insurers.  It drives everything they do - so much so that they often lie to consumers about the benefits they are entitled to receive following a crash.  The main issue for consumers is receiving high quality repairs.  Cost isn't a factor for them as long as an insurer is picking up the tab.   Shops are caught in the middle, trying to please consumers by providing high quality repairs while at the same time seeing a need to repair cars on a shoestring budget to please insurers.  Because the reputation of a shop rises and falls on the skills of the workers it employs, this group's primary concern is in recruiting and keeping qualified technicians.  With insurers holding labor rates artificially low as they attempt to do in most regions of the United States, shops can't offer pay and benefit packages that will attract new blood into the industry.  The aged workforce we have are often set in their ways and are to some degree, prima donnas.  This can make them very difficult to manage.

Q: Your tireless efforts on behalf of consumer rights have long been documented. Can you share a personally meaningful instance where your work has been particularly gratifying?  Does a specific case or incident stand out in your mind?

A: It's always gratifying to be able to help consumers. But, without a doubt, the best feeling for me comes when I've explained the concept of Diminished Value (DV) to them, and it sinks in.  They light up like a Christmas tree.  It has long been understood by the public that a car loses value after an accident and repair, but most people don't know they are entitled to collect this money from the responsible insurer in addition to having their car properly repaired.  Insurance is based on indemnification, making one whole.  If a consumer can't sell his/her car after it has been repaired for the same amount they could have sold it for prior to the loss, they have not been indemnified.  
It's obvious to me that many attorneys don't understand the dollars they are leaving on the table either or else they would be more aggressive in collecting this money on behalf of their clients.  Attorney Robert Losey recently told me, "Lawyers don't always realize the responsibility they have with the property damage part of a claim. Often, vehicles are repaired before bodily injuries are settled, and attorneys believe their clients have already been taken care of." They are not aware that more than 40% of these repaired cars are unsafe to be on the road, or that the average DV loss for a consumer is several thousand dollars. Attorney Losey added, "Once other attorneys get educated to the fact that they're not fully serving their clients, I'm confident they'll take a step back, and then take a giant leap forward."

Q: What are some of the things that you like to do away from the business side of things-what do you enjoy doing in your limited leisure time?

A: I'm pretty much a workaholic but I always look forward to spending as much time as possible with my wife, Clarissa. Without a doubt, the moments we share, no matter how few they may be at times, are the undisputed highlights of my days.   Together, we are very involved in activities at our church.  We also enjoy spending time at the barn caring for horses.  But when I need to get some aggression out of my system, I dust off my racquet, tighten the strings, and head for the racquetball court.

Q: How have your life experiences and your family impacted you in regards to your professional objectives?

A: Growing up as a preacher's son I was always taught, above all else, to be fair and honest in my dealings.  Many people have remarked that I should have been a lawyer but I'm glad I didn't pursue that career.  After working with lawyers for a number of years, I've found that the truth sometimes takes a backseat to the responsibility they have to do the best they can for their clients.  Often their job requires putting deals together and making compromises that I wouldn't be comfortable with.  Even though I primarily work for consumers and lawyers as opposed to insurers, I am never influenced to provide a report that is biased toward anyone.  I can be neutral and write my reports with total honesty and objectivity.  It feels good to go home at the end of the day never having compromised my values and beliefs for a paycheck.

Q: Looking around your office, I notice some inspirational quotes and books of reflective thought. Can you give us some insight into your own personal philosophies?

A: I particularly enjoy reading business and motivational books written by those who share my faith and values.  A couple of my favorite authors are Laurie Beth Jones and Mark Victor Hansen.  I also try to read and study the Bible everyday.  Because I am on the road a lot, I really appreciate the fact that more books are becoming available on CD.   My wife enjoys that format for learning as well, so we often buy audio products to share between us.

Q: What is your main objective or what do you most hope to accomplish through the work you've been called to do on behalf of the consumer?

A: It's interesting that in referencing my occupation you used the word "called" as  opposed to a career that I've chosen.  I really do feel I have been called by God to step up to the plate and defend those who maybe are not as assertive as I am.  Statistics have shown that women, the elderly, and many ethnic groups get less favorable insurance settlements than do white males with the benefit of an education.  That shouldn't be the case.  If I can somewhat level the playing field on behalf of those who are statistically treated unfairly, I will feel a real sense of accomplishment.

Q: Lastly, and this may be difficult to answer, but where do you see yourself five years from now? What does the future hold for David A. Williams?

A: I don't ever see retirement in my future.  I enjoy what I do too much to slow down or quit.  In the last couple of years, the DV issue has gained steam and there are a record number of new-comers entering the post-repair inspection industry.  Perhaps when I feel it is time to leave the road I'll begin an accredited training program for those interested in the profession, hopefully instilling values of honesty and a sense of fairness into their work.  I am currently working on a continuing education seminar for attorneys that will open their eyes to the injustices that take place on nearly every claim, as insurers and shops knowingly betray the trust of consumers.  Hopefully in the next five years we can bring many more attorneys on board to help consumers.

content & design 2002-2008 David Williams and SafeCollisionRepairs.com

About Safe Collision Repairs

For more than ten years, David Williams of Wheelersburg, Ohio's Safe Collision Repairs has worked with consumers and attorneys in the tri-states of Ohio, Kentucky and West Virginia to expose unsafe auto repairs and maximize recovery on auto insurance claims. Some of the company's services include Post-Repair Inspections, Prepurchase Inspections, Auto Damage Assessments, Lemon Law Investigations, Expert Court Testimony and Diminished Value Calculations using an advanced version of Network Information Communication's WreckCheck program.

Inquiries can be directed to: Safe Collision Repairs David A. Williams Post Office Box 70 Wheelersburg, Ohio 45694 (740) 456-1111 (740) 355-4056

Disclaimer

The content expressed on this website and in the article above represents the opinions of David A. Williams. Williams is neither an attorney nor public insurance adjuster, but is an expert, consultant, and writer specializing in the field of automotive collision repair and valuations. The information provided herein is not intended to be a substitute for legal or insurance advice. Because collision repair is a continually evolving science, any text, materials or links found herein are provided without claim or guarantee to their accuracy or completeness.