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WHERE DO I GET A CLAIM
NUMBER?
Claim numbers are issued by your insurance company 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, your Sunderland Body Shop will do the rest.
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WHAT IS A DIRECT REPAIR SHOP?
A direct repair facility is a body shop that works directly with your
insurance company as a preferred shop. Body shops earn the right to be in
preferred shop programs by meeting certain requirements. These include having
certified technicians, using the proper equipment, and most importantly,
having a record of satisfied customers. When you use a preferred shop, the
repair process is streamlined. A preferred shop actually writes the estimate,
orders the parts, and repairs your vehicle without having to wait for an
insurance adjuster. Insurance companies constantly monitor their preferred
shops to ensure quality repairs.
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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.
This enables us to provide quicker turnaround time.
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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. Nowadays, most cars are
built using uni-body (frame and body as one) construction. Our highly skilled
technicians, with the aid of our state-of the-art laser 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.
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CAN YOU MATCH THE PAINT COLOR?
Today's modern factory finishes incorporate multiple layers of highly
specialized paints. Your Sunderland Body Shop 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.
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CAN I GET OTHER SERVICE WORK DONE ON MY
VEHICLE WHILE IT IS IN THE BODY SHOP?
Yes. Just let your advisor know what other work you would like done so that
he can make the necessary arrangements.
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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. As a general rule, drivable cars are scheduled
in on Monday and whenever possible delivered back to customers by Friday. Be
sure to check with your advisor for the specifics on your vehicle.
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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.
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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. Check your policy and/or call your insurance company to find out
if you have rental coverage and what your specific limitations are.
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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 or e-mail your advisor during the repair process if you
have questions or concerns.
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IS THERE A WARRANTY ON THE REPAIRS TO MY
VEHICLE?
Yes. Your Sunderland Body Shop guarantees all of their repairs.
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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 standard collision, you will have to pay
your deductible regardless of whether you were at fault. 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 advisor and he 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.
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WHO DO I PAY MY DEDUCTIBLE TO?
If your deductible is not waived, it will be your responsibility to pay your Sunderland
Body Shop when you pick up your vehicle. If you aren't sure about your
deductible, you can call your advisor and he can tell you whether your
insurance company has waived your deductible or whether it will be your
responsibility.
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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 and Discover. Of course, cash is always welcome.
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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.
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CAN I WASH MY CAR?
RECOMMENDATIONS AND PRECAUTIONS IN THE FIRST 30 DAYS
-- DO'S
l Wash the
vehicle by hand with cool water and a very mild car wash solution using a
soft cloth or "mitt".
l Always use
clean fresh water.
l Wash your
vehicle in the shade.
-- DON'TS
l Do not use
a commercial car wash. Stiff brushes or sponges could scratch the finish and
therefore damage the surface. Use a chamois, "California squeegy" or soft towel to
dry.
l Do not
"dry wipe" your vehicle. Dry wiping can scratch the finish. Text
text text text text text.
l Do not
drive on gravel roads. Chipping the finish is easily done in the first 30
days.
l 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.
l Do not
spill gasoline, oil, antifreeze, transmission fluid, or windshield solvent on
the new finish.
l Do not
scrape ice or snow from the newly painted surface. Scrapers can act like a
paint scraper on a newly painted finish.
RECOMMENDATIONS AND PRECAUTIONS IN THE FIRST 90 DAYS
-- DON'TS
l Do not wax
or polish the vehicle. This will allow the finish to dry and harden
completely.
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WHO IS SUNDERLAND
BODY SHOP?
l We offer a
lifetime workmanship warranty guarantee and a lifetime paint warranty
guarantee as long as you own the vehicle.
l Our team is
dedicated to providing the highest level of customer satisfaction and we
drive our business based on your satisfaction.
l We feature
world-class body shop technology and state-of-the-art facilities.
l Our
technicians and managers are ASE, I-Car & factory trained.
l We feature
a computerized estimating system.
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ARE MY REPAIRS UNDER WARRANTY?
Yes. Except as provided below, Sunderland Body Shop guarantees the
work performed pursuant to the repair order so long as said vehicle shall
remain under the present ownership. This Warranty shall only apply if the
defects occur under normal driving conditions and not where any vehicle has
been subjected to accidents, negligence, abuse or misuse. Specifically
excluded from this limited warranty is rust perforation and stone or gravel
marks or chips resulting from operation conditions. All claims against this
Limited Warranty must be returned to Sunderland Body Shop for Limited
Warranty coverage consideration.
l METALWORK:
Sunderland Body Shop provides a Limited
Warranty against defective workmanship to include welding and the application
of materials utilized in making collision repairs against cracking, flaking,
pitting, or deterioration. Sunderland Body Shop will, at its sole option,
repair and repaint any metalwork warranted hereby. Rust repairs carry a 30
day Limited Warranty.
l PAINT,
STRIPES AND DECALS: Sunderland Body Shop provides a Limited Warranty on
painted-related priming and painted work against solvent blistering, peeling,
hazing and excessive loss of pigmentation, and a Limited Warranty on the
application and adhesion of decorative stripes and decals, excluding defects
which are caused by extreme environmental conditions to which the vehicle may
be exposed. Sunderland Body Shop will, at its sole option, re-pair, re-paint,
re-stripe or re-decal the specific section or sections of the vehicle
warranted hereby. Paint Limited Warranty is valid only when paint is applied
over original factory finishes that are free of defect. Previously refinished
panels are warranted for 12 months from the date of this certificate and are
specifically excluded from this Limited Warranty.
l MECHANICAL
REPAIRS: Mechanical repairs performed by our service department are
specifically excluded from this Limited Warranty.
l PARTS:
Parts or materials used are in accordance with the agreed upon estimate.
Those parts or materials are subject to the guarantee of the supplier and are
specifically excluded from this Limited Warranty. Sunderland
will assist you in handling any claim under the supplier¹s guarantee.
l SUBLET:
Items on the repair order such as, Sublet Work or Sublet Labor, are subject
to the guarantee of those suppliers and excluded from coverage under this
warranty.
Incidental costs, such as towing fees, car rental charges, travel
expenses, or assemblies and components along with any consequential damages
(such as damage to other assemblies and components resulting from a defective
part or installation of such part installed or repaired during the repair)
are specifically excluded from this Limited Warranty.
This Limited Warranty shall not be varied, supplemented, qualified or
interpreted by any prior course of detailings.
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