Never Say “Never” 

by Evangelos “Lucky” Papageorg, AASP/MA Executive Director

Fortunately, I was able to post bail just in time to write this month’s message. The incident? I tried to leave the local supermarket with a cart full of groceries, paying only what I had on me at the time. I politely explained that my paycheck was coming at the end of the month and that I’d pay the rest then. Still, they told me they “NEVER” let anyone leave without paying in full. Ridiculous, right?

That word – “never” – stuck with me.

It brought to mind the old phrase “Never say never,” first credited to Charles Dickens in his 1837 novel The Pickwick Papers. Dickens used it to encourage open-mindedness and to remind us that unexpected circumstances often demand flexible thinking. But as anyone in the collision repair industry knows, there are times when saying “never” is not only appropriate – it’s essential.

In fact, saying “never” to certain practices may be the very thing that protects your shop, your team and your reputation. When “never” becomes part of your standard operating procedures, it becomes a best business practice – one that can keep you out of legal trouble, financial distress and ethical gray areas.

For example, “never” start a job without proper authorization documentation – signed and on file. Too often, shops rush into repairs without getting this foundational piece in place, leaving themselves vulnerable to disputes and non-payment.

Equally important, “never” begin work without verifying insurance coverage and confirming policy limits, especially on third-party claims. Without that clarity, you risk performing unreimbursed work – and possibly exceeding what the insurer is obligated to cover.

You should also “never” proceed with a repair, no matter how minor, without researching and printing the OEM repair procedures. These procedures can change frequently, sometimes daily, and ignoring them can expose you to serious liability. Just ask anyone familiar with the John Eagle case, where a shop was hit with a $40 million verdict for failing to follow OEM guidelines.

And while we’re on the topic of shortcuts – don’t take them. “Never” choose the easy way out. It will almost always come back to bite you. Whether it’s a hidden structural issue or an overlooked calibration, the results can be catastrophic – not only to your reputation but also to the safety of the people driving the vehicle you repaired. The late March Taylor of Auto Body Hawaii lived by a principle referred to in the Hawaiian language as Kina’ole – doing the right thing, the right way, at the right time, for the right reasons. It’s a standard we should all aspire to. “Never” waver from it.

“Never” return a vehicle to its owner, without making sure you’ve test-driven it and confirmed, in writing, that all systems are functioning properly. And when you hand the keys back, it should be accompanied by a detailed invoice that outlines every operation and part used. Even if you chose not to charge for a particular item, it should still be listed with a $0 value. Transparency builds trust – and protects you legally.

Documentation is your lifeline. “Never” release a vehicle without being in receipt of and auditing all supplemental paperwork. Without it, you can’t be sure all agreed-upon work was performed – or billed correctly. That’s money lost and accountability abandoned.

Dealing with insurance appraisers brings its own set of rules. “Never” allow an appraiser to inspect a vehicle on your property unless they present a valid MVDA license – on their person, as the law requires. Likewise, they should “never” be allowed to view a vehicle without having signed in upon entering your facility. See advisory ruling dated 10.21.1994 and 11.17.1994. And when they’re done, “Never” let them leave without providing signed field notes or the final version of the supplement. See 212 CMR 2.04 (1) (h). This protects you in the event of a future dispute. (Also see ADALB advisory ruling 2025-1 for details.)

One of the biggest mistakes you can make is releasing a vehicle without full payment or verifiable proof of payment. “Never” accept a Direction to Pay (DTP) as a form of payment – it is not a check. Don’t believe me? Try handing it to your bank on Thursday to cover Friday’s payroll. You’ll quickly learn that it’s as valuable as Monopoly money when it matters most. Additionally, a DTP, even if verified on the day of vehicle pick up is made, is worthless by a simple call from the vehicle owner to the adjuster saying they now prefer to receive the money directly. 

Another reason to “Never” release a vehicle prematurely: once it’s gone, it’s gone. Many assume a mechanic’s lien will protect them. But a mechanic’s lien is possessory – you lose the power afforded you under a mechanic’s lien the moment you give up the vehicle. Sure, you can try to chase it down later, but why put yourself in that position, when you are already in possession of the vehicle? 

If you take the time to establish these protocols, enforce your rights and document everything, I can confidently say – though I’m not an attorney – you will almost never be left out to dry by an unethical insurance adjuster, appraiser or vehicle owner.

Clear communication with customers also plays a crucial role. By managing their expectations up front, you can reduce administrative headaches later and ensure a smoother process for all involved.

Let’s be honest – there is no “easy button” in this line of work. No one in collision repair has ever said, “That was simple.” But saying “never” to the right things is the next best option. When you take a hard stance against risky behavior, vague documentation and poor communication, you’re choosing excellence – and that will always be worth it.

Want more? Check out the June 2025 issue of New England Automotive Report!