FAQ

Where Do I Get A Claim Number?

Claim numbers are issued by your insurance company at the time you report your accident. Bring it with you when you come in to begin the repair process, and we will do the rest.

Are You Open On Weekends?

We are not open on weekends, but we are open from 7:30 AM to 5:00 PM on Monday-Friday.

Will The Parts Be Ordered Before I Drop Off My Car 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. This enables us to provide quicker turnaround time.

If My Vehicle’s Frame Is Damaged Is The Car 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. Nowadays, most cars are built using unibody (frame and body as one) construction. 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 My Car Paint Color?

Absolutely. We have made a major investment in the finest paint system available to ensure that each vehicle’s paint matches. We take special pride in our ability to match factory finishes as the final step in the restoration process.

Can I Get Other Work Done On My Car While It Is In The Body Shop?

Yes. Just let your advisor know what other work you would like done so that he or she 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 and keep you informed throughout the process.

Can I Get A Ride Home When I Drop Off My Car?

Yes, we would be happy to provide this service to you. We want each customer’s visit to be a positive experience and will work diligently towards that goal. We provide a pickup and delivery service.

How Can I Get A Loaner Vehicle?

If you need a loaner vehicle, we can help you make the necessary arrangements. Please call for details. 

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?

See manager for details.

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 carry broad collision, and you were not at fault, your insurance company most likely will waive your deductible. Insurance companies determine fault by your account of the accident when you make the claim, and by reviewing the accident report filed with the police department. 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 A Deductible To?

If your deductible is not waived, it will be your responsibility to pay us when you pick up your vehicle. 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 it will be your responsibility. 

What Forms Of Payment Do You Accept?

The easiest and most convenient way to pay for your portion of the repairs to your vehicle is to endorse your insurance claim check and submit it to the shop. Of course, cash, checks and all major credit cards are accepted as well. We also offer Heiser Easy Pay, a convenient and easy way to pay over the phone.

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. 

Am I Required To Take My Vehicle To A Shop My Insurance Company Recommends?

New legislation signed in the state of Wisconsin says the consumer has the right to select the facility of repair. By law, car insurance companies can no longer demand that repairs be made at a particular auto body shop. Insurance companies are also prohibited from dragging their feet if a customer picks a collision repairer they don’t like. “ No insurer may fail to initiate and conclude with due dispatch an investigation of a claim for repairs to a motor vehicle on the basis of whether the repairs will be made by a particular contractor or repair facility”, the bill states. So, let your friends and family know: they have the right to choose! 

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.