FAQ
Where do I get a claim number?
Claim numbers are issued by the insurance company at the time you report your accident. Just jot the claim number down and bring it in with you when you come in to begin the repair process. We will do the rest.
How long will the repairs to my vehicle take?
Quality repairs begin with a detailed written estimate. Our trained estimators make a practice of anticipating problems before they arise. However, damage is often hidden and cannot be discovered until your vehicle has been disassembled. If this happens, your vehicle's completion date may need to be revised. We promise to keep you informed throughout the repair process, and we assure you we will return your vehicle to you as quickly as possible.
How can I get a rental car?
If you need a rental car, we can, in most cases, help make the necessary arrangements. Insurance companies will only pay for your car rental if you are the claimant, or if you have that option on your insurance policy. We advise you to check your policy and/or call your insurance company to find out if you have rental coverage and what the specific limitations are.
Can I get a ride home when I drop 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 pickup and delivery services.
Will the parts be ordered before I drop off my vehicle?
Yes. We generally order your vehicle's parts before your scheduled drop off date. However, we may have to order additional parts for damage that becomes apparent after your car is disassembled in the shop.
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 companies determined value of your vehicle. Our highly trained technicians, with the aid of our computerized frame measuring system, can return your vehicle to its original factory specifications. If it is determined that the frame section is bent beyond repair, the frame can be removed and replaced.
Can you match the paint color?
Yes. We use only the finest quality Dupont paint and the state-of-the-art Dupont computerized paint mixing system. This aids our certified paint technicians to match the factory paint color.
How will I know when my car is done?
We will give you an estimated completion date, when you drop off your car for repair and keep you informed on the repair status during the repairs. We generally call the day before your car will be finished, so you can plan your day accordingly.
Is there a warranty on the repairs to my vehicle?
Yes. We want you to feel confident that your vehicle is being repaired correctly. Car Custodian offers a Written Lifetime Warranty on our repairs and the full manufacturer's warranty on all parts
Can other repairs or services be done on my vehicle while it is in the shop?
Yes, just be sure to notify your estimator of the repairs or services that you would like performed, so that he or she can make the necessary arrangements.
What forms of payment do you accept?
We accept cash, insurance checks, personal checks, Visa, MasterCard, Discover and American Express.
Do I have to pay a deductible?
Whether or not you are responsible for a deductible is determined by your insurance policy and who was at fault. It is best to contact your insurance company or agent to determine whether or not your deductible has been waived or if you are responsible to pay it.
Who do I pay my deductible to?
If you are responsible for a deductible, your payment will be due to us upon completion of the repairs to your vehicle.
What are betterment charges?
Parts that wear out and need to be replaced with time and use (such as tires, batteries and suspension parts) are commonly subject to betterment charges when they are replaced during the repair process. The betterment charges are determined by the insurance company and are pro-rated, based on actual miles of your vehicle.
Can I wash my car?
All of our paint work is high baked dry at 180 degrees, but it still takes time for the finish to cure and harden completely. Yes, wash the vehicle by hand with cool water and a very mild car wash solution using a soft cloth or sponge. Do not use a commercial car wash for the first 30 days because stiff brushes or sponges could mar the finish and damage the surface. Do not wax or polish the vehicle for 90 days.
