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Customer Concerns
Frequently Asked Questions
Below are the answers to some of the most common questions about our business practices and the industry we work in.
Do you use generic or used parts in your repairs?
Our commitment to honesty and integrity means we keep you completely
informed about the process of repairing your vehicle. We would prefer to use new
original equipment, but if your insurance policy requires the use of after market
parts, we will inform you of this. And, if the after market parts are not up to our
quality specifications, we simply won't use them. Given the complex nature of
today's insurance policies, the generic parts issue is between you and the
insurance carrier. However, YOU are our customer and we will do everything we
can to keep you advised!
Must I get more than one estimate?
NO. It is a common notion that you are required to get more than one estimate
when seeking repair work. This is not the case. You are free to choose any
reputable repair provider you wish. It is our job to provide you with a damage
report and estimated costs. But with today's complex vehicles, there may be
hidden damage. That's why most vehicles are repaired on an open contract basis
between the repair facility and the insurance company. We work closely with
your insurance company to satisfy the terms of your policy while making certain
YOU are satisfied with the work that is done!
Will the new paint match the old paint?
Paint matching has become a science in our industry, so we have a computerized
paint lab on site.
Besides pigmentation, there are many factors that can change the color and
shade of the paint, such as temperature, differences in air pressure, distances of
the application appliance, to name a few. To ensure the closest possible match,
we mix our own paint and blend the adjacent panels around damaged section of
the vehicle so there is no noticeable difference. Finally, you can be assured that
Hilbing only uses top of the line materials that feature long term durability.
How long will it take to fix my vehicle?
We make every effort to make sure your damaged is repaired quickly, but how
long is determined by the amount and severity of damage. It also depends on the
type of vehicle and availability of parts. Naturally, the more common the car, the
more likely the parts will be readily available. Because today’s vehicles are more
complex than ever, not all damaged parts can always be seen and therefore, not
ordered before the vehicle arrives for repair. The truth is, no matter what any
body shop tells you, we can only offer our educated opinion as to when the
vehicle will be completed. We may not always tell you what you want to hear,
but at Hilbing, it has never been our policy to over promise and under deliver!
To whom and when do I have to pay my deductible?
Your deductible is paid to the repair facility, not the insurance company as many
people think. Unless prior credit arrangements have been made, most repair
facilities expect payment of the deductible at the time repairs are completed. To
make it more convenient for our customers, Hilbing accepts Mastercard, Visa,
Discover, and American Express.
What is direct repair?
Many insurance companies name a Direct Repair Provider to handle their
customers collision repair and initial claims processing. This means that your
insurance company may suggest you use a certain repair facility. This method
can eliminate the hassle of you gathering your own estimates. Hilbing is a Direct
Repair facility for a variety of different insurance companies and can process your
claim on the spot. However, Hilbing wants you to understand that, as a
consumer, this in no way impedes your freedom of choice. As much as repair
facilities and insurance companies would like you to believe that you must do
business with whom they suggest, it is still your option to choose the reputable
facility of your choice. Hilbing's written warranty assures you of an honest price
and superior workmanship.
Find what you where looking for?
We’d love to hear from you! Send us your comments, questions or concerns and
we'll respond promptly! Simply visit our Contact Us page to learn how to contact
us.
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