FAQs

General

  1. Do we use only original manufacturer parts?

We use O.E.M. parts (in some instances O.E.M. used parts are figured). We will use alternate parts if you request or approve them.

 

  1. How do I know if I am being steered?

If you are told that it will take longer to get your car repaired or cost more if you choose your own shop, BEWARE. You are probably being steered. Comments such as “We won’t reimburse paint and materials,” “We don’t pay that rate,” “We won’t guarantee the work if you take the car there,” or “We won’t pay the difference” are misleading and usually untrue. Under New Mexico law, you have the right to have your vehicle repaired wherever you wish. Do not let an insurance company tell you otherwise.

 

  1. How will I know when my car is done?

You will be notified by phone when your vehicle is ready to be picked up. Feel free to call us during the repair process if you have questions or concerns.

 

  1. What happens when my vehicle is towed in?

Please contact your Insurance company to report the details of the accident. When we receive your vehicle, we will take pictures of the accident damage. Write our estimate and will call you with the preliminary estimate amount.

 

  1. Where do I get a claim number?

Your insurance company issues claim numbers at the time you report your accident. Just jot it down and bring it in with you when you come in to begin the repair process, Danlar will do the rest.

 

  1. Why should I choose my own collision repair facility rather than one “suggested” by the insurance company?

There are compelling reasons to choose an independent, trusted repair shop that you know will make sure the vehicle is truly restored to its pre-accident condition. Insurance appraisers work for the insurance company. Independent auto collision repair facilities work for you. They are looking out for your best interest. They will negotiate directly with the insurance company for the proper repairs so that your vehicle is safe for you and your family. Independent collision repairers look out for your interests and will serve as your advocate in the repair process.

 

  1. Is there a warranty on the repairs to my vehicle?   

Danlar will repair your vehicle to its pre-accident condition complete with a written, Lifetime/Limited Warranty on workmanship and as long as you own your vehicle. For complete information, please look at our Warranty/Guarantee page.

 

  1. Can I choose a collision repair facility of my choice?

You are not obligated to choose a collision repair facility that your insurance company recommends, nor are you required to obtain multiple estimates. You are the owner of your vehicle and entitled to select the repair facility of your choosing.

 

  1. Can I wash my car?

Recommendations and precautions in the first 30 days. Dos – Wash the vehicle by hand with cool water and a very mild car wash solution using a soft cloth or sponge. Always use fresh clean water. Wash your vehicle in the shade. Don’ts – 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. In addition, 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. Do not wax or polish the vehicle. This will allow the finish to dry and harden completely.

 

  1. Should I remove my belongings from my vehicle?

Yes! Do these at the accident scene whenever possible or as soon afterward as you can. Often cars cannot be properly secured for extended periods after accidents, making them easy prey for thieves. We may not receive your car in the same condition as you left it at the accident scene.


Estimates / Repairs

  1. 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 repair exceeds the insurance company’s determined value of your vehicle. Nowadays, most cars are built using unibody (frame and body as one) construction. This type of frame is very strong and designed so that repairs can be made. Our skilled technicians, with the aid of state-of the-art computer measuring systems, 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.

 

  1. What happens if I find additional damages to my car?

Typically, the original estimate will only include visual damage. Once the vehicle is in the repair stages, hidden damage may be found. This is normal for most repairs due to the complexity of today’s vehicles. Danlar will work directly with the insurance company should supplemental damages be found. In most cases, supplemental communication goes smoothly with the insurance company to repair your vehicle to pre-accident condition. However, there may be times Danlar may need your assistance with supplemental needs. Supplemental damage, which is beyond the original estimate in many cases, will be directly billed to the insurance company.

 

  1. Can I fax my insurance estimate to you?

Yes! We will order parts in advance of your appointment directly from your insurance estimate…no need to stop in. We could possibly have a few questions you could easily answer over the phone.

 

  1. Is my estimate final and binding?

An estimate is only an estimate. Vehicles are designed (e.g. bumpers) to cover support systems, brackets, impact absorbers, steel reinforcements, intrusion bars, etc. in a manner that makes it impossible to see all the damage. We need to disassemble the damaged areas to be certain complete repairs are made. With this in mind, it is likely that there could be additional damage to repair, or additional parts ordered. Your insurance company is very aware of this. When they write an estimate, they will advise you to take their estimate to a body shop and have the shop call them if additional damage is noticed.

 

  1. Can I get other service work done on my vehicle while it is in the body shop?

Yes. Just let your Advisor knows what other work you would like done so that they can make the necessary arrangements. We offer basic mechanical services; including brake repair, A/C service, glass replacement, paint-less dent repair and repair other non-related body damage. For a detailed listing check our Services & Repairs page.

 

  1. Can I just schedule an appointment and drop off my car, and then have you write the estimate?

Yes, you can; however, the repair process will go faster if we can write the estimate in advance, pre-order your parts and have Insurance authorization in place.

 

  1. Do you have mobile estimates even if the car is drivable?

Please talk to one of our estimators. We may be able to do this for a fee that is refundable when repairs are done. In addition, we may be able to write a preliminary estimate from an e-mail picture. Please ask for details.

 

  1. Can you write an estimate on any vehicle?

Our estimate databases accommodate most vehicles on the road. If you have, for example, a specialty sports car, collector/antique vehicle, etc. it may not be in our database.

 

  1. Can you write an estimate over the phone?

We would prefer to see your vehicle in order to write a complete visual estimate. Call us; it may be possible for you to e-mail a photo to us so we can write a preliminary estimate. Please remember if the wrong parts are ordered because of an over the phone estimates, the vehicle owner is liable for a 25% RESTOCKING CHARGE.

 

  1. Do I need an appointment for an estimate?

No appointment needed, just drop in anytime, Monday thru Friday 7:30 a.m. to 5:00 p.m.

 

  1. Does my car need to be clean for an estimate?

Ideally yes, but it is not required. On hail-damaged vehicles, it helps considerably to have the car washed.

 

  1. Do you charge for estimates?

There is no charge for estimates at our shop, unless your vehicle is over 10 model years old. There may be a fee for mobile estimates. All fees are refundable when we complete the work.

 

  1. Why do I have to come in for an estimate?

So we can pre-order any needed parts, provide an estimate as needed for your insurance company, etc. The process goes smoother and you get your vehicle back sooner if we prepare in advance for your appointment.

 

  1. How long do estimates take?

Allow approximately 15 minutes for the estimate to be written. If there is a substantial amount of damage, or you have an unusual vehicle (such as a specialty sports car), it may take up to 30 minutes to inspect your vehicle and write the estimate.

 

  1. How does a total loss work?

If the damage on your vehicle is extensive enough to declare it a “Total Loss”, meaning the damage exceeds a percentage of value; you and your Insurance Company will calculate the value of your vehicle and settle the claim.

 

  1. How long will repairs take?

General guideline is to look at the total number of hours on your estimate and add preliminary inspection time, paint and/or glass urethane drying time, final inspection and clean-up time. This will equate to approximately 1.5 to 2.0 times the number of repair hours figured. Your estimator can advise you when the estimate is written, how long it will take.

 

  1. How soon can I get in?

A certain number of people will be involved in an accident that leaves their vehicle not drive able (severe damage, wheel off, radiator leaking etc.) If this is your situation, we can get you in immediately. We leave space open on our appointment calendar to accommodate non-drivable vehicles. If your vehicle is drivable, please ask when our next appointment date is for drivable vehicles.

 

  1. 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. If your vehicle is found unsafe to drive, then we will help you arrange for a rental vehicle as soon as possible. This enables us to provide quicker turnaround time.
 
Rental

  1. 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.

 

  1. Who pays for the rental car?

If you carry rental car coverage, your Insurance Company covers the rental car per the policy provisions. If another company is paying for the damage on your vehicle, they may pay for the rental car. If you do not have rental coverage, the cost is approximately $22.00 per day varying by the type of vehicle and the number of days you have it. Danlar does not pay for rental cars although we can help with the arrangements.

 

  1. Can we deliver your car?

We can assist you within our general vicinity – approximately a 10-mile radius from our shop. Please make advance arrangements for delivery. For a fee, your car can be towed to you.

 

  1. Can you provide transportation home for me when I drop off vehicle?

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 this goal.

 

  1. Can you tow my car?

We have towing services available 24 hours a day, 7 days a week. Please feel free to call us for assistance.


Payment / Insurance

  1. Who pays for my repairs?

In many cases, the insurance company will issue you the customer, the original insurance check. In other cases, the insurance company may pay Danlar direct for the repairs. If the check is made payable to only you and/or your spouse, you will be able to sign the original insurance check over to Danlar at any point during the repair process or at the end of the repairs. Please look closely, your name may not be the only one on the original insurance check, your lien or leaseholder may be on the check. It is your responsibility to have the lien or leaseholder endorses this check. Danlar can assist you with information and paperwork your lien or leaseholder may need before you take the check to them to endorse. It is the policy of Danlar, whether a vehicle may not be released until the insurance company or the customer receives payment.

 

  1. Who is responsible for full payment of the repairs?

The vehicle owner is responsible for the payment. Please refer to the authorization you will sign when you drop off your car to begin repairs. It is your responsibility to make sure the insurance company you are working with pays you or Danlar before you take delivery of your vehicle. Please call ahead and make sure payment arrangements have been made before you come to get your vehicle.

 

  1. Who pays for the tow bill?

Danlar will pay for the tow bill when the vehicle is delivered to us, then we will bill your Insurance Company as applicable. If there is no insurance company, involvement the tow bill will be added to the final repair bill. It is a cost associated with the accident.

 

  1. Why is my insurance policy so important?

Your policy is a contract between you, the vehicle owner, and the insurance company. In this contract, you and the insurance company agree to many items, including: the amount of your deductible(s), the amount of coverage you carry, the type of parts the repair facility could use to repair your vehicle.

 

  1. Who reports the accident to my insurance company?

You need to provide details of the accident. Please contact your Insurance Agent, Insurance Company, Fleet Manager or Fleet Management Company. You also need to report the accident to the State of New Mexico if property damage exceeds $500.

 

  1. What if I already have an insurance estimate?

We work with all insurance companies. Bring us their estimate and we contact the insurance company for you if the estimate does not cover all the related damage.

 

  1. What is an Insurance Adjuster, Appraiser or Claims Representative?

The person who reviews the damage to your vehicle, and carries forward the repair process.

 

  1. What is an Insurance Agent?

The person who sells you your insurance policy. For most Insurance companies, the agent is the person to whom you report the accident. This initiates the process of the claim being paid by your Insurance company. Your agent can provide answers to what coverage’s you have, etc.

 

  1. 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.

 

  1. My collision damage is not covered by insurance. What can you do help lower the estimate?

Come by our shop and we can discuss some options with you. Sometimes a recycled or reconditioned part may be in order. What may be appropriate in your case will depend on the extent of damage, the age of the vehicle, and what makes sense for you. We will work with you to create a repair plan that meets your needs.

 

  1. What do I do if my Insurance check has a lien holder listed on it?

You have two options: (1) Have the check re-issued by the Insurance Company to have two payees on it – your name and Danlar or (2) Have the lien holder sign off on the check prior to picking up your vehicle. (They may ask for a copy of the estimate and the check to be stamped by Danlar “For Deposit Only”).

 

  1. What do I do with my Insurance check?

Please hold on to the check until the repairs are completed. We will need to collect it, along with any applicable deductible when we release your vehicle to you. If you are uncomfortable with keeping it, we can hold it for you until your car is ready for delivery, at which time you can endorse it over to Danlar.

 

  1. 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 with a major credit card. We accept Visa, MasterCard, American Express, Discover, personal checks and cash.
 
Specialty

  1. Can you repair my hybrid?

Danlar’s technicians are manufacturer trained on hybrids. We completed all of Toyota’s latest hybrid training in December 2007. You can trust that we will restore your hybrid to pre-accident condition per the manufacturer’s recommended methods.

 

  1. Can you match my car paint color?

Today’s modern factory finishes incorporate multiple layers of highly specialized paints. Danlar 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.

 

  1. Do we have trouble with pearl finishes?

We can match pearl finishes and other 3-stage paint systems.

 

  1. Do you do rust repair?

We can do rust repair, but there is no guarantee. Rust repair on the surface, (rusting where the surface is not distorted by rust pushing outward through the metal) is usually more cost-effective. Many times, the cost of rust repair is too great to recover when you sell your vehicle later, and it becomes a more sensible choice to purchase a new