JBS Collision Recognized for Doing it Differently

by Chasidy Rae Sisk

No one can deny that the collision repair industry has faced a plethora of changes and challenges in recent years, and many shops struggle to adapt to changes; however, that’s not the case at JBS Collision Center in Chester, MD!

Their willingness to try new things recently paid off big when they were recognized as WMABA’s 2025 Most Improved Shop of the Year during the Southeast Collision Conference (SCC) in May. 

WMABA Executive Director Jordan Hendler and WMABA President Kris Burton both sang JBS Collision’s praises during the SCC award ceremony. Hendler commended the shop for “making a large impact in a short amount of time.” 

“To be honored with the WMABA Most Improved Shop of 2025 award is truly humbling,” said Angel Titus, on behalf of herself and co-owner Dan Cavey. “It’s an incredibly validating moment for our entire team, reflecting years of dedicated work towards continuous improvement and our non-negotiable adherence to OEM procedures – the very foundation of quality and safety in our craft.”

JBS Collision distinguishes itself in the collision repair industry through its unwavering commitment to quality, adherence to OEM standards and a customer-centric approach. Titus and Cavey initiated a shift to align with evolving industry standards, emphasizing “a different direction to keep up with the new way of repairing cars based on what’s going on in the industry,” Cavey explains.

“We kept seeing vehicles coming into the shop that hadn’t been repaired correctly, so we recognized a need to stop the madness and hold ourselves and the industry accountable for the decisions to repair cars based on the manufacturers’ guidelines,” Titus adds. 

JBS Collision’s operational philosophy is centered around performing repairs “our way,” Cavey stresses, elaborating, “We exclusively use OEM parts, strictly follow all OEM procedures and utilize only OEM scan tools.” JBS Collision operates independently of DRP relationships “When we receive the insurer’s estimate, it simply gets added to our file; we don’t match estimates. Instead, we write our own blueprint, and that is the Bible on our repair because it’s based on OEM procedures. We identify the deficiency and do our best to make the client whole, but we only repair cars one way, which is great for our technicians because they don’t have to deal with aftermarket parts or test fitting.” This meticulous approach ensures that vehicles are restored to their pre- accident condition, prioritizing safety and performance.

That focus on quality and performing the repair per the OEM’s standards is what sets the Lexus-authorized and Toyota-certified shop apart, according to Titus. “We only do things the right way, for the right reasons, and we set those expectations with guests up front.” 

To uphold its high standards, JBS Collision has implemented a unique customer engagement process. Rather than providing initial estimates, the shop conducts a thorough consultation. Guests are advised that “we cannot provide a proper blueprint until we disassemble the vehicle and conduct the necessary research,” Cavey says. “We’re very strict on our process from beginning to end, and every car receives a road test before it’s released to the owner. We don’t have an estimate appointment; we invite clients in for a consultation.”

During that initial consultation, which may last up to an hour, Titus seeks to understand the guest’s expectations. “We explain why we fix vehicles a certain way, how insurance policies work and answer their questions, and then it’s the guest’s decision. If their expectations align with our goals, they’re the type of clients we want. If not, we’ll explain the safety aspect involved with following OEM procedures and using OEM parts; if the vehicle owner doesn’t want to deal with out-of-pocket expenses – if they just want to be certain the insurance company will pay for the entire repair – our shop may not be the right fit. We realize that not every customer is the right fit,” and transparency guides those whose expectations do not align with JBS Collision’s commitment to OEM-compliant repairs.

“We do our best to educate our clients on the repair process because, as the owner of the car, they are ultimately responsible for the charges,” Cavey points out. “We do our best to mitigate as much of that cost as possible to an insurance carrier; however, at the end of the day, the policy is going to dictate what an insurance company is obligated to pay, even when this does not align with OEM standards or guidelines.”

After identifying that a vehicle owner is the right type of client for JBS Collision, the shop focuses on building a relationship. “We don’t just provide updates on their car,” Titus shares. “We ask about their grandchildren or their recent vacation. We want them to be comfortable enough to call us for advice even when their car isn’t in the shop.”

Not surprisingly, JBS Collision’s insistence on adhering to OEM guidelines creates conflicts with insurance carriers. Referencing a brand-new 2025 Lexus RX-350 in the shop, Cavey laments that the insurer wrote an estimate with all aftermarket parts and a reconditioned headlight. “We won’t do that,” he insists, stressing the need for vehicle owners to be educated on their insurance policies. “Most consumers have no clue what they’re signing up for, and those policies can change every six months, so most people just sign them without even reading them. That makes it tough for our customer service representatives who must explain things over and over about how important it is to follow the OEM position statements and repair their vehicle correctly. Education is key.”

“Most people aren’t educated on how their policies are written,” Titus agrees. “They have no idea that they signed off on using aftermarket or inferior parts, so we invest a lot of time and effort into educating our clients. That’s probably one of the hardest things we do because people truly believe their ‘good neighbor’ has their back. It’s difficult, but it’s rewarding. I wish that every Department of Insurance would hold carriers accountable for failing to truly explain their policies; consumers deserve to know what they’re paying for.”

She shares an analogy: “If someone needs to replace the roof on their house, they won’t blink at spending $30,000 to protect their investment…but you’re not driving your house down the road at 60-plus miles per hour next to another car going the same speed! Yet, people would object to spending money out of pocket to ensure their vehicle performs the same if there’s another crash; instead, they expect the same protection in a vehicle that was repaired using aftermarket parts without following all OEM procedures. It’s unrealistic, but most people just don’t understand. Educating clients is key to helping them recognize the differences in what we do and a shoddy repair that might be performed at another shop.”

The commitment to quality is a team effort, and Titus and Cavey also attribute JBS Collision’s success to its dedicated and stable team of 20 employees, many of whom have long tenures with the company.

Titus and Cavey credit their involvement with WMABA, the authorized Lexus repair program and the Toyota certified repair program for fostering a culture of continuous improvement and providing access to industry insights and training opportunities. This commitment to ongoing education and peer interaction empowers JBS Collison to remain at the forefront of the industry, consistently delivering superior repair outcomes. 

JBS Collision joined the association shortly after taking ownership of the shop because “when you’re inside your own box, you get stuck in the customary way of doing things; you’re afraid to think outside that box,” Titus points out. “WMABA provides an opportunity to interact with our peers and learn about new ideas that we can implement to make JBS Collision even stronger.”

Access to training through the association is another benefit. “There’s so much to learn if you’re willing to make the investment,” Cavey emphasizes, noting that it’s also important to involve one’s team in training. “We’ve met so many thought leaders in this industry, and we’ve been able to travel to other shops to learn from the people who are making this industry better. If we take away just one thing from each event or visit, it’s worth the investment.”

Want more? Check out the July 2025 issue of Hammer & Dolly!