Car Stolen, Then Recovered — Advice Sought for Proceding
August 9, 2023 9:27 AM Subscribe
My car was stolen on Monday, recovered damaged yesterday, and I'm seeking advice on how to handle the repair process, albeit with good insurance coverage, because I haven't dealt with this kind of situation/work before. I'm seeking help with scripting conversations and knowing what I don't know.
THE CRIME
Between 8:30a and 8:45a on Monday morning, my much-babied, locked, Kia Soul (for which I made the final payment last month) was stolen from outside my apartment. I only knew because I received a call from teenage girls who witnessed the thief dump all my glove box papers into the parking lot of a church around the corner, hit a wooden fence (in his hurry to not be seen by them), and drive off through a large, grassy field, up an incline into a residential subdivision.
Monday and early Tuesday were spent in the exact panic, distress, and overwhelm you'd imagine, complicated by a tornado, storms, and 3-hour power outage while I was trying to make an insurance claim.
The car was recovered yesterday, dumped in that same neighborhood mere 15 minutes after the teen girls saw him, per doorbell camera footage. The police seem to be taking this seriously; they fingerprinted the vehicle. I learned and notified them that the church also has cameras facing the area where he did the dumping/crashing/fleeing.
The thief ripped off the plastic casing below the steering wheel, exposing the "innards" and destroyed my ignition system. The key won't even fit the lock, so the car is not driveable. There's known body damage to the front driver's side from hitting the fence. There's an interior mess because, even though it hadn't yet started to rain that morning when he stole the car, he (they?) managed to get mud and detritus all over the pristine interior. (The thief/thieves left behind a screwdriver, a few odds and ends, and mysteriously, a zip-lock bag full of quarters, probably about $15 worth!)
And, of course, there's unknown damage, like perhaps the suspension and whatever else goes on with a car that's been stolen, hit a fence, and driven at high speed across a field and up a lumpy incline to a street in a gently-used car. The police showed me the car, then arranged to have it towed to a nearby tow yard where it now sits.
THE AFTERMATH
I have Farmers. The adjuster has been kind and professional. Once the car was found, she passed the case on to a "field rep" who seems knowledgable but not particularly hand-holdy. He just told me to "pick a body shop" (preferably from the list of three whose work Farmers guarantees).
Two are the same company, with locations less than half a mile from one another; the third has an inferior rating to the first two. Of the first two, I had a mediocre experience at the second location in March when a woman did some mild cosmetic damage to my car and her insurance paid. The work was fine, but they weren't great at communication and didn't do any of the "nice" things they'd volunteered to do (like touch-up work (unrelated to the insured work) I hadn't even asked them to do), and they delayed even working on the car for two months.
I have chosen the other location (the devil I don't know); the ratings for both locations are identical (4.8). I've been assured by the Farmers field rep that the Kia's inoperability means they'll have to work on the car right away. The field rep says the body work will be done first and then "farmed out" for the ignition and other non-body work.
All I had to to was 1) pick a collision shop and 2) authorize the tow shop to release the car. When I called, the tow guy (the same who towed my car yesterday and answered my questions on the phone later in the day) seemed really annoyed at my choice, because "Collision Shop" won't pay him on delivery to tow the car there, so he won't take it. (I think he's also made I didn't pick the collision shop he recommended yesterday, which is across town and not on Farmers' guaranteed list). I've dropped this in the field rep's lap, and assume he/"Collision Shop" will figure it out.
MY CONFUSION
* My family members keep insisting I need to have it taken to Kia for the work. The Kia dealer does not have a body shop; they only do functional repair work. The field rep confirmed this to me.
* While Farms guarantees the work, I want to make sure only factory parts (especially for the ignition and other functional aspects of the car) are used. How do I ensure that if the work is not handled by Kia? Can I even do this?
* What don't I know about this process? Do you have any scripts for how I handle making sure the cosmetic and functional aspects are handled to return my baby car to "whole" condition?
* What else should I be considering? I told the police I would press charges if the thief/thieves are found. I paused my Sirius XM subscription so I wouldn't be paying to entertain the thief; I'll restart it when I get my car back. What else? Pretend I don't know anything about repairs, thievery, or why thieves would leave me a bag of quarters.
Finally, yes, I now know about the viral "Kia Boys" thefts and the Kia/Hyundai lawsuit (though not yet how to proceed in participating in the recompense).
Thanks in advance!
THE CRIME
Between 8:30a and 8:45a on Monday morning, my much-babied, locked, Kia Soul (for which I made the final payment last month) was stolen from outside my apartment. I only knew because I received a call from teenage girls who witnessed the thief dump all my glove box papers into the parking lot of a church around the corner, hit a wooden fence (in his hurry to not be seen by them), and drive off through a large, grassy field, up an incline into a residential subdivision.
Monday and early Tuesday were spent in the exact panic, distress, and overwhelm you'd imagine, complicated by a tornado, storms, and 3-hour power outage while I was trying to make an insurance claim.
The car was recovered yesterday, dumped in that same neighborhood mere 15 minutes after the teen girls saw him, per doorbell camera footage. The police seem to be taking this seriously; they fingerprinted the vehicle. I learned and notified them that the church also has cameras facing the area where he did the dumping/crashing/fleeing.
The thief ripped off the plastic casing below the steering wheel, exposing the "innards" and destroyed my ignition system. The key won't even fit the lock, so the car is not driveable. There's known body damage to the front driver's side from hitting the fence. There's an interior mess because, even though it hadn't yet started to rain that morning when he stole the car, he (they?) managed to get mud and detritus all over the pristine interior. (The thief/thieves left behind a screwdriver, a few odds and ends, and mysteriously, a zip-lock bag full of quarters, probably about $15 worth!)
And, of course, there's unknown damage, like perhaps the suspension and whatever else goes on with a car that's been stolen, hit a fence, and driven at high speed across a field and up a lumpy incline to a street in a gently-used car. The police showed me the car, then arranged to have it towed to a nearby tow yard where it now sits.
THE AFTERMATH
I have Farmers. The adjuster has been kind and professional. Once the car was found, she passed the case on to a "field rep" who seems knowledgable but not particularly hand-holdy. He just told me to "pick a body shop" (preferably from the list of three whose work Farmers guarantees).
Two are the same company, with locations less than half a mile from one another; the third has an inferior rating to the first two. Of the first two, I had a mediocre experience at the second location in March when a woman did some mild cosmetic damage to my car and her insurance paid. The work was fine, but they weren't great at communication and didn't do any of the "nice" things they'd volunteered to do (like touch-up work (unrelated to the insured work) I hadn't even asked them to do), and they delayed even working on the car for two months.
I have chosen the other location (the devil I don't know); the ratings for both locations are identical (4.8). I've been assured by the Farmers field rep that the Kia's inoperability means they'll have to work on the car right away. The field rep says the body work will be done first and then "farmed out" for the ignition and other non-body work.
All I had to to was 1) pick a collision shop and 2) authorize the tow shop to release the car. When I called, the tow guy (the same who towed my car yesterday and answered my questions on the phone later in the day) seemed really annoyed at my choice, because "Collision Shop" won't pay him on delivery to tow the car there, so he won't take it. (I think he's also made I didn't pick the collision shop he recommended yesterday, which is across town and not on Farmers' guaranteed list). I've dropped this in the field rep's lap, and assume he/"Collision Shop" will figure it out.
MY CONFUSION
* My family members keep insisting I need to have it taken to Kia for the work. The Kia dealer does not have a body shop; they only do functional repair work. The field rep confirmed this to me.
* While Farms guarantees the work, I want to make sure only factory parts (especially for the ignition and other functional aspects of the car) are used. How do I ensure that if the work is not handled by Kia? Can I even do this?
* What don't I know about this process? Do you have any scripts for how I handle making sure the cosmetic and functional aspects are handled to return my baby car to "whole" condition?
* What else should I be considering? I told the police I would press charges if the thief/thieves are found. I paused my Sirius XM subscription so I wouldn't be paying to entertain the thief; I'll restart it when I get my car back. What else? Pretend I don't know anything about repairs, thievery, or why thieves would leave me a bag of quarters.
Finally, yes, I now know about the viral "Kia Boys" thefts and the Kia/Hyundai lawsuit (though not yet how to proceed in participating in the recompense).
Thanks in advance!
I was recently rear-ended, and I went through the process of finding a body shop and working with insurance - so I wanted to share some of that in hopes that it's helpful.
In California, the insurance cannot force me to take it to one of their body shops. I researched the "Insurance guaranteed shops", and some seemed OK, but I also looked at other options as recommended on Reddit for my city and an internal message board at work. I didn't want to base the decision on yelp/google maps/insurance company "ratings" alone. For me, there were a ton of body shops - not just three. I could scroll through them looking at my claim on the website.
Ultimately, I went with a body shop that was not one of the preferred providers. They guaranteed to use genuine parts from the manufacturer. The insurance company was a bit snooty that I didn't go with one of their shops... They were telling my I would have to "make my own arrangements" with the shop. I was also told that I might have to pay for any difference if they didn't approve the cost from the non-preferred shop. I can make an appointment, and the shop I went with said that they would negotiate with insurance, and I would not need to pay anything additional. Both of those things the repair shop said were true. The shop did a great job, communication was fantastic, my car looks as good as new, and I didn't pay a penny.
This is a long way of saying, I would make sure you're comfortable with the body shop.
To answer your questions about your confusion:
* My family members keep insisting I need to have it taken to Kia for the work. The Kia dealer does not have a body shop; they only do functional repair work. The field rep confirmed this to me.
No you don't take it to Kia for work - you need to go to a body shop as the field rep confirmed
* While Farmers guarantees the work, I want to make sure only factory parts (especially for the ignition and other functional aspects of the car) are used. How do I ensure that if the work is not handled by Kia? Can I even do this?
I would ask the body shop. It's one of the reasons I chose the body shop that I did - because they used parts from the manufacturer. I would also directly ask the field rep.
* What don't I know about this process? Do you have any scripts for how I handle making sure the cosmetic and functional aspects are handled to return my baby car to "whole" condition?
For me, I would want the shop to be able to walk me through all the work that was done, and I would also make sure you know what the process is if you discover something after the vehicle is "fixed". Your insurance should be restoring it to it's condition pre-theft.
* What else should I be considering?
Not sure, but I wish you luck. It sounds pretty traumatic, but body shops can do amazing work, and I hope you'll get your baby back good as new!
posted by skunk pig at 10:06 AM on August 9, 2023 [4 favorites]
In California, the insurance cannot force me to take it to one of their body shops. I researched the "Insurance guaranteed shops", and some seemed OK, but I also looked at other options as recommended on Reddit for my city and an internal message board at work. I didn't want to base the decision on yelp/google maps/insurance company "ratings" alone. For me, there were a ton of body shops - not just three. I could scroll through them looking at my claim on the website.
Ultimately, I went with a body shop that was not one of the preferred providers. They guaranteed to use genuine parts from the manufacturer. The insurance company was a bit snooty that I didn't go with one of their shops... They were telling my I would have to "make my own arrangements" with the shop. I was also told that I might have to pay for any difference if they didn't approve the cost from the non-preferred shop. I can make an appointment, and the shop I went with said that they would negotiate with insurance, and I would not need to pay anything additional. Both of those things the repair shop said were true. The shop did a great job, communication was fantastic, my car looks as good as new, and I didn't pay a penny.
This is a long way of saying, I would make sure you're comfortable with the body shop.
To answer your questions about your confusion:
* My family members keep insisting I need to have it taken to Kia for the work. The Kia dealer does not have a body shop; they only do functional repair work. The field rep confirmed this to me.
No you don't take it to Kia for work - you need to go to a body shop as the field rep confirmed
* While Farmers guarantees the work, I want to make sure only factory parts (especially for the ignition and other functional aspects of the car) are used. How do I ensure that if the work is not handled by Kia? Can I even do this?
I would ask the body shop. It's one of the reasons I chose the body shop that I did - because they used parts from the manufacturer. I would also directly ask the field rep.
* What don't I know about this process? Do you have any scripts for how I handle making sure the cosmetic and functional aspects are handled to return my baby car to "whole" condition?
For me, I would want the shop to be able to walk me through all the work that was done, and I would also make sure you know what the process is if you discover something after the vehicle is "fixed". Your insurance should be restoring it to it's condition pre-theft.
* What else should I be considering?
Not sure, but I wish you luck. It sounds pretty traumatic, but body shops can do amazing work, and I hope you'll get your baby back good as new!
posted by skunk pig at 10:06 AM on August 9, 2023 [4 favorites]
Get a steering wheel lock / the club, and use it every time after your car is fixed. It will be a visible deterrent. Maybe even provide it for the body shop to use.
Also get the security software update from kia after everything is fixed. But i hear the security software update doesn't 100% stop the lack of immobilizer making it easy to steal. So use that steering wheel lock. I have heard of some (usually big cities) police stations offering giveaways for the locks.
posted by TheAdamist at 10:17 AM on August 9, 2023 [1 favorite]
Also get the security software update from kia after everything is fixed. But i hear the security software update doesn't 100% stop the lack of immobilizer making it easy to steal. So use that steering wheel lock. I have heard of some (usually big cities) police stations offering giveaways for the locks.
posted by TheAdamist at 10:17 AM on August 9, 2023 [1 favorite]
Best answer: In terms of your second point about expecting only factory parts (aka OEM) that is neither realistic or is it always the best solution. If your car was a Porsche, or something fancy you might get a level of insurance to ensure OEM, but I did not for my fancy Lexus.
When my Lexus got damaged one of the parts that was replaced was a side mirror. The mirror was actually recycled, which I approved, because it came from a newer model and featured several improvements over the one that came original to my car. The important consideration is that the repair shop is honest about where parts are sourced. They should also explain why - some parts are fine to be recycled (side mirror) others you can expect to be rebuilt (starter, transmission) and there are parts that should always be new - (suspension, drive train).
The other factor is that all those 'factory' or OEM parts in your KIA are often not actually all made by KIA. So my Honda now features better front suspension than what was original to the vehicle.
For your situation, I would expect the trim parts of your interior to both match and look "as new" but those can totally be recycled provided the CLIPS ARE NEW - those are what wear out and new ones are a minor expense. It's the clips that actually hold the interior together.
The actual ignition has several different parts, some that are related to where your key goes and some related to actually controlling starting the car. To repair your system they might offer a recycled/or rebuilt assembly and I would expect a NEW CORE and NEW KEYS. They are a matched set, and this core is is the specific part your key engages to get the car going. The related parts inside the steering column might also have been damaged but the essential thing is the key/core, these other parts simply need to be functional.
They may offer you an upgrade to your system - and that likely requires both parts of the security system to upgraded, which is the whole expense they were trying to avoid on the base trims. That's why on KIA/Hyundai the better remote key system was part of a more expensive package, and I think it is criminal that their base security package was so rubbish. Some additional expense should be expected but I think the company should heavily subsidize it. Keep in mind that for most brands this is a whole special process - getting a new security key/ignition combo for a Lexus was between 800-1200 in Chicagoland, so I think 50$ is a fair price for correcting their mistake.
An aftermarket alarm system is likely a cheaper (and possibly better) long term solution if they don't provide an incentive to install a better security system. I would not consider a club an effective deterrent - there is a wide range of alarm systems that are effective and often feature little blinky bits to dissuade folks from breaking your windows.
posted by zenon at 10:52 AM on August 9, 2023 [1 favorite]
When my Lexus got damaged one of the parts that was replaced was a side mirror. The mirror was actually recycled, which I approved, because it came from a newer model and featured several improvements over the one that came original to my car. The important consideration is that the repair shop is honest about where parts are sourced. They should also explain why - some parts are fine to be recycled (side mirror) others you can expect to be rebuilt (starter, transmission) and there are parts that should always be new - (suspension, drive train).
The other factor is that all those 'factory' or OEM parts in your KIA are often not actually all made by KIA. So my Honda now features better front suspension than what was original to the vehicle.
For your situation, I would expect the trim parts of your interior to both match and look "as new" but those can totally be recycled provided the CLIPS ARE NEW - those are what wear out and new ones are a minor expense. It's the clips that actually hold the interior together.
The actual ignition has several different parts, some that are related to where your key goes and some related to actually controlling starting the car. To repair your system they might offer a recycled/or rebuilt assembly and I would expect a NEW CORE and NEW KEYS. They are a matched set, and this core is is the specific part your key engages to get the car going. The related parts inside the steering column might also have been damaged but the essential thing is the key/core, these other parts simply need to be functional.
They may offer you an upgrade to your system - and that likely requires both parts of the security system to upgraded, which is the whole expense they were trying to avoid on the base trims. That's why on KIA/Hyundai the better remote key system was part of a more expensive package, and I think it is criminal that their base security package was so rubbish. Some additional expense should be expected but I think the company should heavily subsidize it. Keep in mind that for most brands this is a whole special process - getting a new security key/ignition combo for a Lexus was between 800-1200 in Chicagoland, so I think 50$ is a fair price for correcting their mistake.
An aftermarket alarm system is likely a cheaper (and possibly better) long term solution if they don't provide an incentive to install a better security system. I would not consider a club an effective deterrent - there is a wide range of alarm systems that are effective and often feature little blinky bits to dissuade folks from breaking your windows.
posted by zenon at 10:52 AM on August 9, 2023 [1 favorite]
Kias are currently the no. 1 target for car thieves, since for a huge number of recent model years, they are able to be easily started with just a screwdriver or, insanely, just a usb cable. There was a class action about this and you may even be eligible for being included it it. Living in Milwaukee, where the Kia theft trend started, I have witnessed with my own eyes *several times* Kias get jacked right from the street. Door jimmied, kid sits down and gets the engine started in less than a minute, and the car is gone before you even realize what's happening. Typically just for joyriding, it seems, although there was at one point an organized chop shop ring here that would take them and somehow turn them into cash.
Once your insurance covers the repairs I'd think about trading it in for a car from a different manufacturer, since even if you add a club or get the upgrade to the drive train done that will prevent these thefts, literally all Kia cars will be magnets for theft attempts for the forseeable future. The brand is just a target now in the states.
posted by dis_integration at 11:09 AM on August 9, 2023 [2 favorites]
Once your insurance covers the repairs I'd think about trading it in for a car from a different manufacturer, since even if you add a club or get the upgrade to the drive train done that will prevent these thefts, literally all Kia cars will be magnets for theft attempts for the forseeable future. The brand is just a target now in the states.
posted by dis_integration at 11:09 AM on August 9, 2023 [2 favorites]
Hyundai / Kia Car Theft Defect Lawsuit & Settlement FAQ at Hagens Berman Sobol Shapiro. Latest news: "The court will conduct a hearing on Aug. 15, 2023, where it will evaluate and consider preliminary approval of the settlement." Collect receipts, particularly for any transportation-related expenses (public transit, rental cars, cab rides, Lyft/Uber use) starting with Monday's theft and continuing through the repair phase. Part of the settlement will cover out-of-pocket expenses; there's also info on this page about software upgrades designed to address the cars' lack of an immobilizer.
I'm so sorry this happened, TWKoC!
posted by Iris Gambol at 12:52 PM on August 9, 2023 [2 favorites]
I'm so sorry this happened, TWKoC!
posted by Iris Gambol at 12:52 PM on August 9, 2023 [2 favorites]
Best answer: When I got rear-ended last year, I went to one of the collision centers recommended by my insurance, and was pretty unhappy with the whole experience. Look over your car thoroughly when you get it back from the collision shop and don't be afraid to complain about anything they overlook.
There was some damage to the frame that they shop had noted in the initial paperwork but failed to actually fix. I had to go back and talk to a manager to point out "the bed of this pickup is not supposed to be at a weird angle to the cab and the rear bumper is not supposed to droop like that." They were apologetic and did ultimately fix the issues (and I did complain to my insurance about the shoddy initial job), but it was a time-consuming and frustrating experience.
If you're concerned about the functional problems, maybe ask your insurance rep if you can get things like the ignition system fixed through the dealership and then take it to a collision center for the remaining stuff? Either way, scrutinize the car for anything that looks out of place or that doesn't seem entirely right after the repairs (once the car is driveable, do you notice any weird noises that it wasn't making before? rattling? squeaky brakes?) and follow up to get it taken care of. Better to be assertive now than vaguely dissatisfied every time you drive your car.
posted by threecolorable at 4:01 PM on August 10, 2023 [1 favorite]
There was some damage to the frame that they shop had noted in the initial paperwork but failed to actually fix. I had to go back and talk to a manager to point out "the bed of this pickup is not supposed to be at a weird angle to the cab and the rear bumper is not supposed to droop like that." They were apologetic and did ultimately fix the issues (and I did complain to my insurance about the shoddy initial job), but it was a time-consuming and frustrating experience.
If you're concerned about the functional problems, maybe ask your insurance rep if you can get things like the ignition system fixed through the dealership and then take it to a collision center for the remaining stuff? Either way, scrutinize the car for anything that looks out of place or that doesn't seem entirely right after the repairs (once the car is driveable, do you notice any weird noises that it wasn't making before? rattling? squeaky brakes?) and follow up to get it taken care of. Better to be assertive now than vaguely dissatisfied every time you drive your car.
posted by threecolorable at 4:01 PM on August 10, 2023 [1 favorite]
I don't know what the rules are where you live, but while you're talking to your insurance company, it might be worth asking about a "diminished value" claim.
That's sometimes the magic word to getting some recognition of the difference of:
your car's value, the day before the accident
-your car's value, once all of this stuff has been fixed
---------------------------------------------------------------------
which unfortunately will never be $0, even if the repair shop is the best in all the land, etc. etc.
Your insurance agent will know better than I do, but the magic words are "Diminished value." It may depend on whether the thieves are ever (1) caught and (2) have any way to pay you back.
posted by adekllny at 5:21 PM on August 10, 2023 [1 favorite]
That's sometimes the magic word to getting some recognition of the difference of:
your car's value, the day before the accident
-your car's value, once all of this stuff has been fixed
---------------------------------------------------------------------
which unfortunately will never be $0, even if the repair shop is the best in all the land, etc. etc.
Your insurance agent will know better than I do, but the magic words are "Diminished value." It may depend on whether the thieves are ever (1) caught and (2) have any way to pay you back.
posted by adekllny at 5:21 PM on August 10, 2023 [1 favorite]
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2) Your insurance may have a fine print that says they'll repair your stuff with either aftermarket or original OEM parts subject to availability. But generally, with specialty parts like that, the only source is Kia distributor (whoever your dealership gets the parts from) unless they were able to find a salvaged part (extremely unlikely) . The only thing you can do, IMHO, is to insist on seeing a receipt that they bought the part from a distributor, not a salvage yard. It wouldn't hurt to ask.
posted by kschang at 9:35 AM on August 9, 2023 [1 favorite]