Two of P&A Magazine’s most highly read articles in 2010 discussed the idea of the necessity for a Certified Inspector’s Program. Both articles, Call to Action: Inspectors Need Certification to Improve Credibility by Don Larsen, and Where Have All the Good Inspectors Gone & Who is Filling Their Shoes? by L’Tonya Carr, provided some very strong examples of circumstances where inspections have gone wrong and where it was often a result of under-qualified or dishonest inspectors performing the job.
There have been an overwhelming number of reader comments and discussions, both among the staff here at P&A Magazine and among others in the industry. Because of this interest, I decided to consult with several people in the industry to see what they think an Inspector Certification Program should consist of and how it could benefit all parties involved.
All participants whom I spoke with agreed that there definitely appears to be a need for a certified inspectors program. These participants include Jeff Roberts with EasyCare, L’Tonya Carr with Carr Appraisals, and two independent inspectors, Len Marshall and Alan Bridges. All participants additionally agreed that the industry as a whole could benefit from such a program, but concerns exist, as explained later, as to whether it is even feasible to add another cost to the inspectors’ already expensive set of equipment.
There are several factors that contribute to this need. The prevailing factor being that the quantity of trustworthy, credible, quality inspectors has significantly decreased over the past few years, and that the industry remains to be plagued by those who are unqualified and oftentimes untrustworthy.
The decrease in quality inspectors is attributed to inspectors moving to jobs in other professions due to lowered income caused by (1) higher costs associated with maintaining a position as an inspector, and (2) less available inspections which are also further apart from each other caused from closings of dealerships and repair facilities. The latter part of which is is a direct result of the decline in economy over the past few years.
As L’Tonya explained in her November article, this smaller pool of qualified, trustworthy inspectors opened the door for those inspectors who are under-qualified, who are potentially less credible and who often times charge less. All participants I spoke with agreed, and most held the opinion that under-qualified inspectors had a lack of proper training and standards for what is necessary to have during an inspection.
The advent of a Certified Inspector’s Program may not solve all of the issues that can cause a bad inspection or that attribute to under-qualified and under-credible inspectors, but as L’Tonya Carr noted, “It’s a great place to start. Knowing that an inspector is well qualified through training and certification should allay some TPA concerns of trustworthiness.” She further commented that a program like this “may not ‘keep out’ a lazy or dishonest inspector, but it CAN protect good people and make it much more difficult for the others to operate.”
Len Marshall noted that “adjustors should be held to the same standards as well.” A certification for inspectors could very well include a program for adjustors. By doing so, accountability among both parties is sure to improve. If TPA’s and Insurer’s require that inspectors be certified, and if the inspector loses his certification, he cannot be used as an inspector. This in turn makes him or her accountable, and therefore encourages the inspector to do the best possible job he or she can. This also can create a sense of consequences for the inspector who currently performs under par. As a result they become more credible and trustworthy to TPAs, Insurer’s and Repair Facilities.
I asked these industry experts, “What should be included in a program like this? Should it only address ‘technical knowledge?’ What about a code of conduct, inspection standards, or continued education?”
Jeff Roberts provided a perspective from the TPA/Insurer’s side replying, “You would have to go beyond the technical aspect. There are plenty of very technical folks out there who I wouldn’t hire to inspect a vehicle. One big obstacle for any TPA is ensuring that the inspector is not perceived to be approaching the inspection as a match of wits to see who knows more, the technician or the inspector. ‘People’ skills are as important as the technical aspect.”
Inspectors I talked with expressed the same thing. All felt that focusing on technology alone was not enough. Len Marshall commented, “Technical knowledge itself is almost useless without the knowledge of all of the other components of a proper inspection.”
L’Tonya added, “the field needs to be educated on the ‘true role’ of an inspector today. The relationship between TPA, Insurer, and VSC holder has seen significant change over the past several years. Subsequently, the role and expectations for inspectors has changed. Technological knowledge alone, does not make for a ‘good inspector.’ You can be the most ‘technically knowledgeable’ inspector on the planet, but if you don’t possess good problem solving skills, reasoning skills, and communication skills (both oral & written), you are wasting the industry’s time and money.”
Roberts pointed out that “you have to go beyond the technical aspect. There are plenty of very technical folks out there that I wouldn’t hire to inspect a vehicle.” He further mentioned that ‘people’ skills are equally important.
Developing industry-wide standards and procedures (which include both TPAs and Inspectors) was considered by most of the participants I talked with to be very important and necessary to be included in such a program. Another idea was to incorporate standardized forms and photo requirements. This would streamline the process regardless of which insurer, TPA or Repair Facility one is working with.
I next asked if this certification should involve some form of apprenticeship program?
I got mixed opinions on this question. An argument for an apprenticeship program was that oftentimes there is so much to perform during the total inspection process that to throw someone out into the field without at least a minimum of hands-on training would defeat the purpose of the certification program. But as Alan pointed out, “Who would pay the apprentice? The Inspector? The organization providing the certification? Both?”
The thought of additional expenses for an inspector is a very sensitive subject as L’Tonya expressed in her article, “Where Have All The Good Inspectors Gone,” and will be addressed very soon to come.
So who or what is going to get this program off the ground? Back in his July 2010 article, Don Larson suggested that some form of independent organization, such as AFIP which is an independent organization for the F&I Industry, coordinate such a program.
Apparently, similar thoughts exist among inspectors as well, as both L’Tonya and Len thought it would be a good idea to have such an organization put together this certification program. Len suggested NAISE, or a similar entity, that would have at least 5-years of general automotive field background, that would understand and have a great deal of knowledge of automotive business operations, and that has diagnostic technical training.
Then, of course, is the question of how would the program be delivered?
Although it was mentioned that a classroom setting would be “ideal,” it was unanimous that on-line and web-interactive training and coursework was the “way to go.” It was also mentioned that the only true way to actually certify someone after his or her completion of training is through evaluation of actual field work. This brings us right back to the idea of whether an apprenticeship program is necessary as part of the program. Which also brings us right back to who is going to fund this type of program (apprenticeship or not)? What about fees to become certified?
L’Tonya suggested that it could potentially be funded by TPAs, Inspection Agencies, and Member Dues. This would definitely spread the cost of such a program over several sources and could possibly make the cost for the inspector fairly reasonable. A point I would like to make here that everyone should take into consideration is that there are many industries where licensure and accreditation come at a price.
Accountants have to take the CPA exam, a cost of over $1,000, and that is just to take the exam, that does not include any courses that may be necessary to pass this test or association fees that ensure the accountant his or her credibility. Lawyers have to pass the Bar Exam and pay any association fees necessary for credibility in their community. Insurance, Annuity and Financial Instrument Brokers have to pay for licensure, association and continued education courses in order to remain current and available to practice in their profession. My point here is that these certifications assure the public and potential clientele for each profession that the person in whatever profession they are in is properly trained, is credible and has the proper knowledge to perform the tasks they are representing they can perform. None of these come for free.
A certification program for the Inspection profession is a MUST. Not only will such a program address accountability and trust issues among TPAs, Insurers and Inspectors, it will also create an even playing ground for the Inspectors themselves. It will ensure that all inspectors who are used, are fully knowledgeable and trained in standardized processes that ensure all parties involved that they are working with credible, qualified inspectors making the inspection process as a whole a very dependable, efficient process.
I agree, something needs to be implemented to improve inspections. Our goal as inspectors (I have been full time inspector since 1998) is to VERIFY the failure and often try to determine cause of failure.. It takes more than test taking capability. I know of two other inspectors here on the island. One is an instructor at a college, yet he states that a steering rack with loose inner tie rod ends and wet boots is “normal”.. SAFETY ALERT. Another instructor claims to have been an Infiniti warranty clerk for better than 20 years, but cannot identify sway bar bushings, or cv boots… What about the insurance companies, when calling in a claim tell you that if you do not find the fault was preexisting they will not assign any more work to you??
I am a field inspector for multiple agencies since 1995. My prior auto experience was 20 years with import dealerships. I was a certified ASE and VW Master technician.
Having a way to ensure the qualifications of inspectors would be a good thing. Being able to ensure the honesty would be quite another issue.
In my daily travels I hear too many shops talking about inspectors who do not know what they are looking at, much less whether they understand the fundamentals at all. I also hear of the attitudes of other inspectors from shops and personally have dealt with attitudes of other inspectors that create a bad impression on the part of the shop personnel and for myself. Can the attitudes be evaluated in the hiring practices or testing process?
It would probably be a small thing for the warranty companies or the agencies to ask shops how their experience was dealing with the inspectors. I personally would not have a problem with that. I am certain that there will be some who have nothing good to say but that really may be only few.
Most of the shops I visit are people that I have developed a reputation with over the years. Some have stated they do not always agree with my findings but they understand my position and feel that I am dealing straight with them. That falls under the people skills area. I usually let difficult people/shops know that I am not the warranty company but have to report what I can verify and that I get paid the same whether any failures are verified or not. Once a shop realizes that I understand the fundamentals and have personal experience as a mechanic, I have won the respect of that shop. Many tell me that they are glad that I am the inspector when I show up. The incentive for me is to provide a quality product to the warranty companies and at the same time create a good impression to the shops. That alone sells itself and creates trust from the shops and, hopefully, the warranty companies and agencies.
Let me start by stating that I completely agree with inspector certification. I will also type really “slow” as not to insult anyone with my comments. (which happened after my previous responses) and for complete discloser I do not pay to advertise on PA-magazine!
Diana, all your points are valid and make a case for certification.
You indicate that there is a loss of qualified inspectors due to lower income caused by less inspections and higher costs. It is true that the overall volume is down, but why? is it possible that ABC administrator raised the criteria I.E. from $1,000 to $1,500 and that XYZ Inspections highered more inspectors? Both examples are true.
Due to the recent and current ecomnomic conditions an inspector would not be wise to raise there fee’s so the best fix would be more inspections in a day, but that takes time, less time per inspection, which ultimately lowers the quality.
In the past inspectors did do what was expected, correct insurance, uniforms, professional Id’s etc. But when we tried to charge accordingly we were quietly not used because we are too expensive.
You also suggest that the inspector industry should be handled differently, like maybe CPA’S, Lawyer’s, Brokers, etc. I think thats great!!! Let me know when I can charge per completed form, typed form, verbal report, photo, phone call, follow-up phone call, trip charge etc. you’ll have qualified people knocking at the door! After that Xyz inspections would never call back!
An apprenticeship program is kinda silly because a new inspector should not even be considered if he does not have the experience and disposition to do the job, and at least one ASE certification.
All the fee’s and or cost of a certification is not relevant since it would be cost of doing business!! Like a camara and a car.
Ron Mac. touched on the subject “if you don’t do this” we (ABC admin.) just won’t call you again. (I could go on forever about this one)
The two things that you didn’t dwell upon is who in the heck is gonna pay the inspector more money after we complete all this “stuff” thats the whole problem now isn’t it? XYZ Inspection company wont pay now ABC Admin will just call a none certified inspector because it’s cheaper “we dont need certified for this inspection”!!! Where have all the good inspectors gone?
But the question you didn’t ask is Who highered the “Bad Inspectors in the first place”? And who continues to use them? XYZ Inspection dispatches them and ABC admin uses them aren’t they the problem and part of the equation! Maybe we should have a certification for Administrators and dispatchers.
We all know what companies employ these people and apparently there is a market for incompetence. I wont work for these companies, maybe we (the inspectors) should fix the problem ourselves!
I first would like to say that i completely agree with what frank had to say.The quality of inspectors is a tricky thing,mainly because of the specialty of the job and all the disciplines one must have mastered.I started doing this job in 1996,had 17 years as a tech,auto service associates degree,Master ASE and Toyota certifications thought i was Top gun.Then i step into another world,i walked into a trans shop were aq guy was showing me failures to a trans i had never seen the insides of and he had built hundreds of them.Now was the time to humble myself and take the extra time to learn the nomenclature and systems operation in order to make a solid call about the failure.I have personally have been a part of training and in one case hiring four automotive warranty field inspectors[hey Roy,hey Jay]and the most important thing to me was how good there people skills were,defusing bad situations,keeping there egos under control,logical thinking,not thinking you know exactly what is cause of failure just by reading the request and so on.I agree with Ron about the test taking abilities as to i have met many ASE master techs that could not fix a sandwich and techs that fixed everything but couldn’t pass a test to save their life.I do believe the selection of field inspectors should be a little more than “your ASE,you have a dependable car and you know what a camera is”.Twelve years ago i was asked to interview some techs responding to an ad to become field inspectors,I was in a large unfamiliar city covering for the vacancy.I took these candidates on inspections and saw first hand what they were made of and it dawned on me this was a good thing.In my opinion the key to good inspectors is comprehensive screening and money.
First, let me say that I completely agree with certification for inspectors, and would be one of the first to pursue it. I would go even farther to say background investigations should be performed prior to certification. If your ride to the inspection was with ‘Pretty boy Floyd’, I would be concerned about your credibility. I have been inspecting since 2003 and the majority of problems I have found have been from the bad taste left from another inspectors. I too have had inspections where the tech is vastly more experienced than I am–like on boats or watercraft. I do not come on as trying to second guess their diag. I make it very clear I am there to verify the fault and report it with pictures and a report. Rarely ever has anyone taken offense at this method. Yes, people skills are at least equal to technical skills in this business. I do not understand the reasoning of some inspection companies. They seem to want to dictate or force the inspectors–threatening with reduced pay or held back pay to demand their new changes in pictures or whatever. I personally do not respond well to this!! All that is needed is a note to say we would now like you to add xyz whatever, not an ‘or else’ type of nasty gram to everyone. Chances are I probably have already gone beyond the requirement and have been doing this without asking.(like cutting open oil filters).
So, in closing, I agree anything to make this service more professional and weed out poor prospects and inspectors that dabble in it for a while, then quit, then start again, is good.
I will keep this short.
My creds:
17 ASE Certifications, AAS college degree with heavy emphasis on mechanical and aerospace engineering, 30 years experience in the auto industry including the last 10 inspecting, co-host of a Sacramento automotive talk radio program on Sundays. Also I have been told by a number of my clients that I am one of the best in the business.
Please excuse the boasting but it’s all to back up a point.
As for Steve Montreuil’s comment, read it once, read it twice, read it three times. If I ever meet you Steve in person, I will buy you a beer. That is our reality. Here’s some more reality. Since the late 2007 whent he economy fell, my inspection requests fell as well requiring me to dramatically expand my area to try and keep the bills paid taking me from 35k miles per year to now 50+. Now tack on the cost of fuel at $4.15 per gallon and you can see why we’re pulling our hair out. There’s so much more to say regarding additional costs in time and money piled on us, but if you work in this business, you already know them intimately.
Now to add to this burden I read in this article that not only do you want us to pay for more certification but you want a universal rule with the extended warranty companies to deny us work without it.
So all my years of hard work, on time high quality highly detailed inspections, great people skills, and professionalism are no longer enough?
Wow!
Why don’t you just finally hire us and make us all employees?
Oh wait, that would cost money…..my mistake.
Sorry for my sour remarks.
Please take them constructively.
Bret Mason
BMI Inspections
Bret Mason
BMI Inspections
Hey Guys, I’ll tell you what all this certification talk is about : MONEY!!! Some of these people at these inspection companies are trying to figure out a way to drain more from the Inspectors, that’s it in a nutshell. If you’ve got an ASE certification & background as a tech what else does anybody need??? There should be a few simple rules to become an Inspector, #1 = You should have @ least 2-3 years {proveable}experience as a general line technician, #2 = Have at least 2 ASE certifications & I don’t mean in paint or body shop, they should be in engine and or trans repair, performance diagnostics, etc #3 = Good enough “people” skills to get the job done & last but not least #4 = KNOW what you’re doing, know the difference between a camshaft & a broomstick. All these Inspection companies are whinning now & they are the ones that caused the problem in the first place, they will absolutely use an unqualified Inspector to save $5.00, we all know that to be true, Hey & the big think is, they’re STILL DOING IT EVERYDAY. Think about this, how many times have they come out with some new program that they’re not going to pay you as much for, say like a tire inspection, we’ve all seen that, right? Well that’s fine, but how come when we say, do a motorhome inspection that takes 2 or 3 times as long, has any body ever offered more pay because it takes so long??? Not to me, but I’ve only been an Inspector since 1990, maybe that’ll change tomorrow huh? All that’s got this bs started is business is down, some of the warranty companies are in financial trouble since they’re not selling as many contracts so inspections are down as they’re trying to stay in business, cutting cost by not doing as many inspections. That whole article, in my opinion “where have all the good inspectors gone” is a slap in the face. I have not been doing inspections for 21 years by being a bad Inspector & I’m still here. I kept my ASE’s current for years while they hired Inspectors with none, lot of good that did huh? Hey, if something better comes along who can blame anybody for getting into something more stable, it’s not like any of these companies cares anything about us is it? I mean has any of them offered anymore money per inspection due to the cost of gas??? I know I sound bitter, but I’m tired of hearing them whine about a situation they created. Some Inspectors got out of the business because they got tired of hearing these companies demands & stuff like you’ll do it or we’ll get somebody that will & cheaper too. I’ll tell all of you I think what we need is an Inspectors Union. That might get us a little respect & git rid of some of the unqualified Inspectors. What do you all think about it?
I agree with many of the comments from the other inspectors on this subject.I like to say my father was a pioneer in the inspection world dating back to the early 80′s.My brother and I both payed our dues working at different upscale dealerships before becomming a inspector.We both didn’t just pick up a clip board and camera one day and just started doing inspection but we rode with our father for several inspections before taking on inspections alone, yes we qualified to deterine if something was broke or not but as all the other inspectors have mentioned that is not what qualifies you as being a good inspector, working with people and repore with people.One thing I havent heard mentioned by anyone is how to you qualify anyone to know everything about every manufacture out there you simply cant but there are the inspectors and warranty companies that believe they can or do.Everyday we learn something new and if your not your not listening.I hear the talk about a apprentiship program so all of us that have been doing this job for several years or more can start at the bottom with the newbies? I also agree with the other inspectors on here “who did let the bad inspectors in this business”.I have personally seen these companies use bad inspectors for there cheaper fee’s and have had to come in behind them with a bitter attitude from the repair shops from the bad inspector and turn there bad taste around to having them shake my hand and tell me “its nice to see someone who is honest and calls it what it really is”.I believe it is on the broker houses to determine if there using quality inspectors or not and if there inspectors are qualified to do this job.As inspectors we have had to pay for these bad inspectors by taking less pay to do the inspections in the last couple years and our overhead has double with the gas being over 4.00 a gallon,but I dont hear any of these companies taking this in mind to keep the good inspectors.
Let me try and clarify some points here. I was an inspector for 18 years before I came to work at Carr so I think I am qualified to comment. First of all, this is not about MONEY. Well, except for the qualified, conscientious inspectors that are left. Part of the reason that there is no inspector’s association or certification program right now is that there is no money to fund it, and certainly no money to actually be made. What it is about is figuring out a way to supply good inspectors with a decent amount of work for decent pay. This is not a new concept and many other forms of inspection have certification standards. All you need to do is look at the marine survey industry. Although every guy that has ever painted the bottom of a boat would like to be a surveyor, they can’t. The reason for this is that there are groups of surveyors that have standards that must be met and members must meet them and pay a fee each year to be included. There is also an apprenticeship program that makes it almost impossible for a guy to just start surveying in any area he chooses. This is supported by the overall industry and most banks and insurance companies will not use a surveyor or accept a survey from a non-certified person. There obviously is small price increase because of this but they are willing to pay well in order to get a proper (or at least legal) survey. If the mechanical damage industry was structured this way everyone that was qualified would benefit. The TPAs and underwriters would have access to quality inspections and inspectors. They could also see significant cost savings through a streamlined, high quality inspection process. The inspectors would have at least some sense of security and their territory would have a value to it. And the agencies would have a quality pool of inspectors to deal with as opposed to guys dropping like flies and then having to scramble to cover vast portions of the country with sometimes lesser qualified individuals. Of course there would have to be accountability all down the line also. Some of the best inspectors out there technically are some of the worst customer service providers. Everything late, no follow up, marginal reports, etc. Part of the process would have to be standardization, policies and procedures, communication, inspection reporting, and workflow. Once a set of guidelines is in place then the consumer (agencies, TPA’s, Underwriters) would have a clear set of expectations that would have to be met. Not meeting those expectations would eventually lead to loss of certification and loss of business. The real choice that needs to be made is which end does this start from if it is to start at all. Do the inspectors work together as a group to form an association and cover the costs of start up and marketing? Do the underwriters fund it and then back it up by requiring reports from certified inspectors only? Do the agencies band together and agree on a set of guidelines and then force the inspectors to work that way or be replaced? This is a long term solution for a long standing issue that is only getting worse. Many inspectors may not have their vision that far out because they are struggling to make ends meet and looking forward to retirement (or not). Same goes for agencies and TPAs that are getting squeezed between the underwriters and the inspectors. And in many cases the inspection process is just a small but necessary nuisance to others in the industry. Personally I think it should be addressed with participation from all sides. A board should be formed with representatives from all sections, inspectors, agencies, TPA’s, and underwriters. Dues would be assessed each member. Agencies, TPA’s, and underwriters would be sponsor/members. Everyone would have a place at the table and input into the final product. Eventually the industry standard would be raised and quality product at a fair price would be the result. There is value in the concept to all concerned, but it will not happen overnight and will require everyone to embrace it. The alternative is too bleak to even consider.
I think everyone knows my opinion on this subject, so I will keep this short. I’ll simply point out that a comment made above by an inspector is a perfect example of why CHANGE is necessary. An OIL FILTER should NEVER be cut open by an inspector in the field, and definitely NOT without explicit instruction by a TPA/Insurer of whom had given thought to the legal ramifications of such action. I don’t know any field inspector who is legally, or otherwise, qualified to properly analyze the contents of an oil filter. Like I’ve said, “technical knowledge alone, does not make a good inspector”.
I myself am completely burned out on any more certification programs I have taken over the past many, many, years. Of course being from long ago we also paid for most of the certification programs out of our own pocket. I think after 40 or more years of proving yourself a knowledgeable technician and haveing to pay for it would qualify you as a good technical inspector. If this program is designed for the younger, new inspectors then it may work, but for us older guys I don’t think it would be fair. Agencies, TPA’s, and underwriters would sponsor/members, but no dues. Who would be getting the dues money? I don’t like it. If you don’t like the way an inspector does his or her job, get rid of them and hire a more professional person.
I know this is off subject. However, I am in need of inspectors in Long Island, New York City, and the Chicago area. The inspections are not technically difficult in any manner. ASCE/Licensed adjuster preferred but not necessary. This is probably not the right place, but i have had a difficulty finding the appropriate forum or getting a response from job sites. If anyone is interested or could point me in the right direction it would be greatly appreciated.
Thank you,
Nick Angelides
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LaTonya recommended reading another article, from that I decided to revisit. So thought I would add some more. First, my qualifications. Shop foreman at several dealerships and independents, line tech for better than 30 years. Always proud that any schooling I went to that used a curve I finished 1st or above 90%. Kept up on new technical info through trade magazines, and in the field. Been an inspector for better than 12 years now. Hope to continue being an inspector as long as I can.
Suggestions for learning. Webinar forums.. Used one for a different site and it worked quite well. Now the money situation, i have experienced that some insurance companies are looking for a way, legitimate or not, to deny the claim… I have seen inspectors hired that are incompetent, but get hired, because they follow the “guidelines” of the insurance company to find a reason to deny a claim… Some of those denials scare the bejeezus out of me.. As I have seen denials that are safety related…I have been called to be a witness in one claim. Was quite prepared to testify, but the judge kiboshed the plaintiff’s concern right away when he found out the plaintiff had not been following required maintenance procedures..
We’re all in this together, so my thoughts are always to try and make things better, trying to improve wherever I can.
Aloha Nui Loa
Where is the ‘LIKE’ button for this article?!?!?! L’Tonya and a panel of automotive professionals discussed this topic at VSCAC. On behalf of the third party parts distribution community, I would love to see some type of formal and standardized accreditation for vehicle inspectors! This would make our lives a lot simpler when we are investigating a parts failure claim on behalf of a claims administrator. L’Tonya-make this happen! Thanks for your forward-thinking. Keep articles like this coming!!!!