Auto Body Repair Frequently Asked Questions

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, Carrillo & Sons Collision will do the rest.

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.

Are You Open Saturdays?
Yes we are open  Monday-Friday 8:00am to 5:30pm and Saturday 9am-12:30pm.

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.

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 unibody (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.

Can You Match the Paint Color?
Today's modern factory finishes incorporate multiple layers of highly specialized paints. Carrillo & Sons Auto Body 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.

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.

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.

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.

How Can I Get a Rental Car?
We offer rental cars, so if you need a rental car, we can help you make the necessary arrangements. We use Enterprise Rent-A-Car.  They offer free pickup at our location.  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.

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.

Who Do I Pay My Deductible To?
If your deductible is not waived, it will be your responsibility to pay Carrillo & Sons Collision 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.

What Forms Of Payment Do You Accept?
We accept cashiers checks, cash and Visa/Mastercard, and American Express credit cards.

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.

What If Your Estimate Is More Than The One From My Insurance Company?
No problem!  Insurance companies know that there might be additional repairs necessary so they have a system for approving them.  And most of the time they will pay us directly so you don't have to worry about coming up with more money.

Do I Have to Take My Car To Where My Insurance Company Tells Me To?
NO, the decision is up to YOU where you choose to obtain an estimate.  There is an anti-steering law in California that makes it illegal for insurance companies to tell you to take it to a shop of their choice.<

Do I Have To Get Two Different Estimates?
There is no law that requires you to get two estimates.  In most insurance cases an estimate from a body shop is not necessary because the shop has to work directly from the insurance estimate when doing auto repairs.  Obtaining two estimates is a courtesy to a person at fault who wishes to pay out of pocket.

Can I Wash My Car?

  • 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


  • 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. Scrapers can act like a paint scraper on a newly painted finish.


  • Do not wax or polish the vehicle. This will allow the finish to dry and harden completely.