FREQUENTLY ASKED QUESTIONS

Q: WHERE DO I GET A CLAIM NUMBER?
A: Claim numbers are issued by your insurance company at the time you report your accident. Just jot it down and bring it in when you come to begin the repair process. Chapparone will do the rest.

Q: WILL THE PARTS BE ORDERED BEFORE I DROP OFF MY VEHICLE FOR REPAIR?
A: Absolutely. We generally order your vehicle’s parts at the time we write the estimate. We typically schedule your vehicle for drop-off a days after the initial estimate, unless it’s found unsafe to drive. If that is the case, we will help you arrange for a rental vehicle as soon as possible. This enables us to provide a faster turnaround time.

Q: IF MY VEHICLE’S FRAME IS DAMAGED IS IT A TOTAL LOSS?
A: 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.

Q: CAN YOU MATCH THE PAINT COLOR?
A: Today’s modern factory finishes incorporate multiple layers of highly specialized paints. Chapparone has made a major investment in the finest paint system available and constantly upgrades its technology and equipment 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.

Q: CAN I GET OTHER SERVICE WORK DONE ON MY VEHICLE WHILE IT IS IN THE BODY SHOP?
A: Yes. Just let your advisor know what other work you would like done so that he or she can make the necessary arrangements.

Q: CAN I GET A RIDE HOME WHEN I DROP OFF MY CAR?
A: 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 toward that goal. We provide both a pickup and delivery service.

Q: HOW CAN I GET A RENTAL CAR?
A: 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.

Q: HOW WILL I KNOW WHEN MY CAR IS DONE?
A: You will be notified when your vehicle is ready to be picked up. You can also check this website. You will see a message next to the last picture of your vehicle telling you that 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.

Q: IS THERE A WARRANTY ON THE REPAIRS TO MY VEHICLE?
A: Yes. Chapparone guarantees all repairs with a Lifetime Warranty.

Q: DO I HAVE TO PAY A DEDUCTIBLE?
A: 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 he or she will 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.

Q: TO WHOM DO I PAY MY DEDUCTIBLE?
A: If your deductible is not waived, it will be your responsibility to pay Chapparone when you pick up your vehicle. If you aren’t sure about your deductible, you can call your agent and he or she will tell you whether your insurance company has waived your deductible or whether it will be your responsibility.

Q: WHAT ARE BETTERMENT CHARGES?
A: 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 the actual miles on your vehicle.

Q: CAN I WASH MY CAR?
A: 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 can easily occur 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.