A problem has arisen in the windshield repair industry. There are a number of companies that don’t do windshield repairs properly—giving us all a bad reputation.
These companies have had a number of nicknames, including windshield bullies—they are often known for soliciting business in neighborhoods or parking lots. Sometimes the repairs aren’t even needed, and even when they are, the job isn’t always done correctly. When there’s a problem with the repair, the company is nowhere to be found.
The Right Way: ROLAGS™
The biggest problem with these companies in the windshield repair industry is that they may not be following the Repair of Laminated Auto Glass Standard (ROLAGS™). The ROLAGS Standard represents the windshield repair industry’s statement of best practices as compiled under ANSI guidelines by a “balanced” committee of windshield repair system manufacturers, glass manufacturers, windshield repair and replacement retail practitioners, trade associations and other “interested parties.” ROLAGS contains an industry consensus of recommended terminology, definitions, process and procedures. These recommendations reflect the expertise of a Standards Development Committee (SDC) with combined experience of several hundred years and many thousands of practical windshield repairs among its members.
It is important to follow the ROLAGS Standard and those that don’t give the rest of the industry a bad rap. They make it seem as if all repairs are done hastily and without any consensus about what is proper.
NWRA Steps In
The NWRA board of directors has long recognized this as a problem and is taking steps to combat it. Earlier this year the NWRA launched its Trusted Repair Technician (“Trusted Tech”) program as a way to raise the professionalism of the repair industry and dis-incentivize poor or unethical repair practices. The NWRA also hopes that the program will bring more work and recognition to those in the program.
Those who apply for the Trusted Tech designation must agree to certain practices and reviews in exchange for the right to be considered an NWRA Trusted Tech.
Companies that apply to the program must agree that all employees, subcontractors and others who perform and/or provide windshield repair services will:
- Have a knowledge and understanding of the ROLAGS Standard™ and BIS Standard;
- Follow and be bound by the NWRA Code of Conduct;
- Be certified NWRA Repair Technicians within one year of hire or subcontract;
- Participate in the Trusted Tech random audit program;
- Permit open communication about its practices and audit results with independent entities that conduct audits;
- Agree to service warranty claims, if any, from other Trusted Tech companies for a reasonable fee;
- Participate and provide information in any complaint process and proceeding; and
- Have the right to appeal to the NWRA Appeals Board and recognize the decision of that Board as final.
In return, the NWRA has agreed to provide Trusted Tech companies with:
- The right to use the “Trusted Tech” service mark and be included on the Trusted Tech website and Trusted Tech promotional items;
- The right to be considered part of its nationwide warranty program;
- The right to publicize its own audit results;
- The right to use the “Trusted Tech” service marks on logos, pamphlets and in other marketing materials;
- Audit results and findings in a reasonable timeframe; and
- Opportunity to participate in group marketing programs.
How This Will Help
While we realize that not all reputable companies will sign up for the Trusted Tech program, we hope that a large number will—and the more that do will help the entire industry. It will give consumers who utilize Trusted Tech companies firm evidence (via audits) that they are utilizing an upstanding company that agrees to complete windshield repairs the proper way. It will provide our entire industry with a heightened sense of professionalism, and that is something we all need.
We encourage companies to take part in this program and help the industry at large to combat the windshield bullies and disreputable companies among us. Together, we can make a difference.
Visit www.nwrassn.org for more information and to sign up.
Troy Mason is president of the National Windshield Repair Association as well as CEO of Techna Glass Inc. in South Jordan, Utah.
