FAQ

WHERE DO I GET A CLAIM NUMBER?
Your insurance company issues you a claim number at the time you report your accident. Bring it in with you when you come in to begin the repair process, we will do the rest.

ARE YOU OPEN SATURDAY?
Yes, we are open at the Stratford location from 9:00a.m. – 12:00p.m. from September till the end of May.

WILL THE PARTS BE ORDERED BEFORE I DROP OFF MY VEHICLE FOR REPAIR?
Absolutely. We generally order your vehicle’s parts at the time that we write the estimate and schedule your vehicle for drop-off a couple of days later unless your vehicle is found unsafe to drive, then we would help you arrange for a rental vehicle as soon as possible.

IF MY VEHICLE’S FRAME IS DAMAGED IS IT A TOTAL LOSS?
No. A car is a total loss only when the price of repairs exceeds the insurance company’s determined value of your vehicle. Our highly skilled technicians, with the aid of our state-of the-art computer measuring system, can return your vehicle to its original factory specifications. If it is determined that the frame section is bent beyond repair, that section can simply be replaced.

CAN YOU MATCH THE PAINT COLOUR?
Our modern factory finishes incorporate multiple layers of highly specialized paints. We take special pride in our ability to match factory finishes as the in the restoration process.

CAN I GET OTHER SERVICE WORK DONE ON MY VEHICLE WHILE IT IS IN THE BODY SHOP?
Yes. Please speak with our staff and let them know what other work you would like done so that they can make the necessary arrangements.

HOW LONG WILL THE REPAIRS TO MY VEHICLE TAKE?
Your advisor can give you an estimate of the time it will take to complete the repairs to your vehicle. Be sure to check with your advisor for the specifics on your vehicle.

CAN I GET A RIDE HOME WHEN I DROP OFF MY CAR?
Yes, we would be happy to provide this service to you.

HOW CAN I GET A RENTAL CAR?
If you need a rental car, we can help you make the necessary arrangements. Insurance companies will only pay for a rental car if you have that option on your policy or if you are the claimant. Check your policy and/or call your insurance company to find out if you have rental coverage and what your specific limitations are. We have Discount Car & Truck Rental is house to better serve you.

HOW WILL I KNOW WHEN MY CAR IS DONE?
You will be notified when your vehicle is ready to be picked up. Feel free to call or e-mail your advisor during the repair process if you have questions or concerns.

IS THERE A WARRANTY ON THE REPAIRS TO MY VEHICLE?
Yes. We guarantee all repairs with a limited Lifetime Warranty.

DO I HAVE TO PAY A DEDUCTIBLE?
The amount of deductible that you will be responsible for is determined by your insurance policy. If you aren’t sure about your deductible, you can call your agent and they can tell you whether your insurance company has waived your deductible or whether you will be responsible to pay this when you pick up your vehicle.

WHO DO I PAY MY DEDUCTIBLE TO?
If your deductible is not waived, it will be your responsibility to pay us when you pick up your vehicle.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept Debit, VISA and Mastercard. We do not accept personal cheques.

WHAT ARE BETTERMENT CHARGES?
Parts that wear out and need replacement with time and use (i.e., tires, batteries, and suspension parts) are commonly subject to betterment charges when they are replaced during the repair process. These betterment charges are determined by your insurance company and are pro-rated based on actual miles on your vehicle.

CAN I WASH MY CAR?
RECOMMENDATIONS AND PRECAUTIONS IN THE FIRST 30 DAYS

DO

  • Wash the vehicle by hand with cool water and a very mild car wash solution using a soft cloth or sponge.
  • Always use clean fresh water.
  • Wash your vehicle in the shade.

DON’T

  • Do not use a commercial car wash. Stiff brushes or sponges could mar the finish and damage the surface.
  • Do not “dry wipe” your vehicle. Dry wiping can scratch the finish.
  • Do not drive on gravel roads. Chipping the finish is easily done in the first 30 days.
  • Avoid parking under trees and utility lines, which are likely to attract birds. Bird droppings have a high acid content and will damage a freshly painted surface. Also, tree sap can mar or spot a freshly painted surface.
  • Do not spill gasoline, oil, antifreeze, transmission fluid, or windshield solvent on the new finish.
  • Do not scrape ice or snow from the newly painted surface.

RECOMMENDATIONS AND PRECAUTIONS IN THE FIRST 90 DAYS

DON’T

  • Do not wax or polish the vehicle. This will allow the finish to dry and harden completely.