Auto Insurance Fraud Works Both Ways

“In the collision repair industry, the most common insurer infraction is the effort to deny or underpay or short-pay the claimant for necessary and recommended parts, materials and procedures.
Read the full eye-opening article.

Collision Care Xpress - Pompano Beach

Customer-First Mindset Helps Florida Body Shop Thrive Without DRPs

How do you build a $3 million business without any DRPs? Robert Molina, co-owner of Collision Care Xpress in Pompano Beach, Fla., answers without hesitation: “No doubt it’s the customer service.”

“I can’t accept a customer giving us a four-star rating,” Molina tells BodyShop Business. “I won’t accept that. I tell the customers, ‘How do I get that five-star rating? I’m not going to accept anything less than that.’”

To Molina’s point, you’ll find dozens of five-star reviews on the shop’s Yelp and Facebook pages. The value of those positive experiences is much greater than the some of their parts, as satisfied customers recommend the shop to their family and friends.

Collision Care Xpress counts the Drug Enforcement Administration and Bureau of Alcohol, Tobacco, Firearms and Explosives as regular customers, “because they trust us, they believe in us.”

“We’ve been able to build a relationship like that with all of our customers, and they all become friends and family,” Molina says. “That’s been our key to success. It’s not easy. But if you stick to it, you can get somewhere.”

The customer experience starts with the shop’s reception area – which looks more like a medical or legal office than a body shop. Molina even makes a point to ensure that the facility smells good.

“People don’t want to come into a dingy, smoky-smelling office, which is how most of the shops in our area are,” he adds.

While the aesthetics of Molina’s 16,000-square-foot facility make a good first impression, it’s not a case of style over substance. The shop earns those five-star reviews “with the attention the customers get from us” as soon as they walk in the building, Molina says.

“We roll out the red carpet and I mean we roll it out. [The customers] don’t have to do anything. We explain the whole repair process to them.”

A sign next to the reception desk outlines the shop’s approach to customer service. It conveys the shop’s promise to:

  • Market its products and services honestly
  • Employ professional, well-trained and knowledgeable staff
  • Treat customers fairly and professionally
  • Provide friendly, helpful and professional service
  • Consult with the customer about any additional work that is required
  • Keep the customer informed on the progress of any work
  • Complete the job in a timely manner
  • Deliver the vehicle clean
  • Guarantee the quality of the work that it performs

“The sad part is we’re not doing anything special,” Molina says. “We’re just doing what we’re supposed to do. Most of our competitors make our life very easy, because they do the wrong thing. And I think that’s where we really look good.”

When a shop CSR explains the estimate, the customer can view the estimate on a 60-inch TV monitor that mirrors the CSR’s computer screen. But what the customer doesn’t see is just as important to their experience.

The shop’s repair process includes performing a pre-repair scan on every vehicle; performing a 100-percent teardown; creating a blueprint; measuring the vehicle if there’s structural damage; and pre-pulling the vehicle if necessary. Then the shop submits a supplement to the insurance company, “and we stay on top of them.”

“We’re hounding them,” Molina says. “We have a team of girls who just handle re-emailing adjusters, letting them know, ‘Hey, we’re still waiting for you, when are you going to make it out here?’ We’re constantly on top of them, because we want to get this car out of here as quickly as possible.”

One of the unsung heroes in the shop’s success is its paint supplier, PPG. Molina admits that most customers don’t take a close look at their vehicles when the job is done, even though “they’re gorgeous repairs.” But he is a raving fan of PPG, noting that the company’s water-based refinish products provide “the most unbelievable color-matching properties I’ve ever seen on any paint job.”

Youtube Collision Care Xpress

Tesla Journey “I Damaged my #Tesla and Took it to a Top Body Shop”

Check out TesLatino’s journey on how he was able to select, what he now considers the “best Tesla Certified Body Shop” to take care of his damaged Tesla. The damage was caused by a simple miscalculation while leaving a parking lot – you’ll just have to watch the video to see.

For more info on trusted, certified Tesla structural and cosmetic body repair visit us at or Call us at 954-590-8015

Teslatino’s Take : 

If you are in a collision, you don’t want just any body shop to take care of your Tesla. You need the best certified shop available in your area to evaluate and fix your car. Join me on this video, to see how I was able to select the best body shop I have seen, taking care of Teslas. This damage was caused by me over a month before I had FSD Beta installed in my car. It was a simple miscalculation on my part, leaving a parking lot.

Additionally, if you are anywhere in Florida, they will tow your car to heir shop, and guarantee the best outcome possible, give you the best price, and an unmatched . They’ll even give you free car washes after your car is returned repaired, to keep it looking good whenever you need it. At 9:04 of the video, I interviewed the owner of the company, and he provided a lot of details that you don’t want to miss. I am not getting paid for this video, but they did agree to fix my car in exchange for me sharing my real experience, good or bad with you. So this video and my comments, are exactly as I had them. Otherwise, the cost of this repair was estimated at $2,250 USD.

If you do want to use their services in the future, and you tell them “I saw your company at TesLatino”, they will give you a 5% discount, just for letting them know that you saw them here. It helps them know if people will have any questions related to their process by way of my channel.

The 2018 FenderBender Awards: Robert Molina

Following the acquittal of four police officers in the death of Arthur McDuffie in 1979, chaos ensued in Robert Molina’s childhood neighborhood. Raised in a bad part of Miami, riots became commonplace and violence plagued his everyday. There were few places where he found solace.

Outside the body shop, that is.

“Every day on the walk to school, I would look at the cars pulling out in the morning,” Molina says of the body shop down the street from his home. “Something about that soaked me up. I wondered how the hell they painted these cars. I had this fascination with it all.”

Molina carried that fascination with him until the age of 10, when he worked up the courage to walk over and ask how they returned a seemingly hopeless wrecked pile of rubbage back to working condition. During the tumultuous 1980s riots that took 18 lives in Miami, the art of repairing vehicles spoke to Molina in such a deep-seated manner that, from that day forward, it went beyond childlike awe and became a full-fledged obsession.

More than 30 years later, Collision Care Xpress represents everything that appealed to the young, impressionistic Molina. With its cool yellow and teal exterior playing off an array of palm trees; its spacious, modern lobby for customers; its state-of-the-art gym and kitchen for employees; and its 18,000-square-foot repair center equipped with the latest tools and equipment, Molina has spared no expense in building what he considers to be the future of collision repair: An operation that puts the customer before insurance companies, that makes employees excited to come to work each day, that can handle aluminum repairs and multiple OEM procedures.

“We have an unbelievable facility,” Molina boasts. “As we move the company forward, we’ve focused on becoming one big shop that moves a lot of work.”

Starting out in a small facility in a less-than-ideal area of Miami, Molina became a “master” of maximizing space. It’s no surprise, then, that after moving into its current 16,000-square-foot, built-for-the-customer facility across the city several years ago, annual revenue upped from $600,000 to $2 million rather quickly. Before Molina knew it, Collision Care Xpress’s unique presence had won over customers, who were smitten with Molina—the “Michael Jordan of the body shop business,” as the shop’s customer service rep Howard Kalik endearingly paints his boss.

“Robert takes pride in everything that comes and goes in the shop,” says Dayana Lopez, the shop’s administrative assistant. “Like a proud father, you can mention a customer’s name, and he’ll tell you what car they own… He doesn’t let a customer leave without personally thanking them for their business and trust in the repair of their vehicle.”

Riding his shop’s momentum, earlier this year Molina decided to add an additional 18,000 square feet to his business’s footprint, building a massive repair center across the street from his original location. The idea was to make the 16,000-square-foot location as aesthetically pleasing as possible for customers, and the new facility a base for its high-volume 250 monthly car count. In addition to the original building’s modern design, customers can walk through Molina’s “operation room” that houses Xpress’s aluminum equipment and a wall of welders. For the rest of the shop’s tools and equipment, of course, head into the new facility, which has put the shop on pace to raise annual revenue from $6 million to $12 million within a year.

He’s achieved that kind of growth by always putting his clients first. That meant more time focusing on learning customers’ names, responding to poor online reviews, and donating vehicles to schools and families in the area, and less time focusing on DRPs, which he claims were disastrous for growth during the shop’s early trying years.

But don’t mistake Molina as an anti-insurance advocate—in fact, he’ll tell you that his flourishing relationship with area insurers has played a huge factor in his shop’s rapid growth.

“Up until four months ago, GEICO had begged us to get on a DRP because our customer service is so good,” he says, detailing how he’s kept close relationship with insurers without sacrificing his processes and procedures. Following suit, the likes of State Farm and Nationwide have sought a symbiotic partnership with Collision Care Xpress as well, hoping to send their clients to the most respected body shop in town.

As someone once enamored by the potential a body shop represented, it’s no surprise that Molina has gone on to put the employees, the customers, the quality of repairs first. And with a stack of applications sitting on his desk, a line of customers waiting out the door, and a $12 million annual revenue in sight, there’s no doubt he’ll continue to improve collision repair in the neighborhood that originally introduced him to the art.

“Maybe I can be the poster child of the collision business,” he says with a laugh.