Frequent Auto Body Questions
The following are answers to some of the questions that we frequently receive at our auto body repair shop. If you have additional questions regarding your collision repairs, please feel free to contact us or come by our Hilton Head Island location.
1. WHAT DOES H & H STAND FOR?
Since October 1993 when Bill Head became sole owner and opened H & H Auto Service, H & H stands for his partnership with his wife of 38 years, Vicki. H & H stands for "His & Hers". We are a family owned and operated business. H & H Auto Body evolved and opened in June 2007. This is what dreams are made of.
2. HOW MUCH TIME SHOULD I ALLOW FOR MY FREE ESTIMATE?
It depends on the amount of damage to be estimated on your vehicle. Our estimator will walk around and visually inspect your vehicle and then he must enter the information into the computer program approved by all insurance companies that will itemize the parts, paint, and time estimated for your repair. He will at that time provide a written estimate to you. We will answer your questions and concerns. You know your vehicle better than anyone. If there is a repair problem that you feel is accident related, please bring it to our attention. Allow 30 minutes to perform damage assessment and estimate.
3. CAN YOU MATCH MY CAR'S PAINT?
With our computer matching system and professionally trained technicians, we are confident in our abilities to match your original finish.
4. OUR HOURS OF OPERATION?
We are open Monday through Friday, 8:00 AM to 5:00 PM. After hours & Night drop available
5. WHAT IS THE DIFFERENCE IN ESTIMATES FOR THE SAME CLAIM?
Insurance companies and repair facilities may provide an estimate. Sometimes one will write only what they can see. Another shop may write what they know maybe needed from past experience of hidden damage. One may estimate aftermarket parts as opposed to OEM parts. Our shop works will all insurance companies and estimators to insure quality repairs at a fair price.
6. DO I NEED MORE THAN ONE ESTIMATE?
No, only if you want to discuss the repairs with more than one repair shop. If you have selected H&H Auto Body, you have made the right choice and your insurance company will deal directly with us.
7. WHAT ARE OEM PARTS AND AFTER-MARKET PARTS?
OEM parts are made by Original Equipment Manufacture. After Market Parts are produced by other manufactures. We do not normally have any problems with after market parts. But in the event that one does not meet our expectations, we will contact the insurance company, we will get an authorization for an OEM part. After market and salvage parts are sometimes referred to as LKQ (like kind and quality) parts. Our goal is to repair your vehicle to pre-accident condition. Your insurance policy determines if the insurance company will pay for OEM parts. Check with you agent to see if you can purchase an OEM replacement parts option, if this is your preference. Ask us what the cost difference is if you would prefer new OEM parts.
8. WILL I BE GIVEN A WRITTEN GUARANTEE?
You will receive a Written Lifetime Repair Warranty on workmanship and materials as long as you own the vehicle. We are dedicated to quality and customer satisfaction. Our shop is backed by AKZO Nobel.
9. HOW IS H&H AUTO BODY DIFFERENT FROM ITS COMPETITORS?
We are the only auto body repair and mechanical repair shops on Hilton Head Island and Bluffton that are independently owned and operated by the same owner. Bill Head is the owner of H&H Auto Body and H&H Auto Service and Sales. The employees of both repair shops are highly trained certified technicians and craftsmen. H&H Auto Body technicians are ASE and/or I-CAR Gold Certified. We do NOT SUBLET the repair of or the replacement of tires, wheel balance and wheel alignments. H&H Auto Service will do all mechanical repairs, air bag repairs and replacement, or A/C repairs and engine malfunction lights. All of your repairs are completed by and warranted by H&H Auto Body and H&H Auto Service. The proper repair of collision damage is critical to the safety and performance of your vehicle. H&H Auto Body and H&H Auto Service have been Voted # 1 by the Island Packet and Hilton Head Monthly Magazine Readers Choice. We warranty our work mechanical and auto body repairs.
10. IS IT POSSIBLE TO RESTORE MY VEHICLE TO A CONDITION EQUAL TO OR BETTER THAN BEFORE THE DAMAGE OCCURRED?
We know that having your car repaired after an accident is a stressful situation, we want to make it a stress-free experience. Our goal is to make it a smooth and a good experience. We will go the extra mile for our customers! Knowledge and communication helps you to understand the process. Auto body repair is an art and a science. It involves the replacement of damaged parts, restoring steel to its original shape and integrity. Sculpting auto body lines and contours, mixing and matching, applying paint to match original color and texture. Finally, assembling the vehicle with our pledge to restore your car as good as original condition before the damage occurred. At H & H Auto Body you will get outstanding repairs and service.
"YOU ARE DRIVING OUR REPUTATION"
*H & H Auto Body is the only repair shop offering Autowatch and ProSpot Welding Technology*
11. KNOW YOUR RIGHTS
When an Insurance Company is paying the claim, you the vehicle owner, needs to decide which body shop you would like to have
perform the repairs and inform the insurance company. An insurance company cannot require you to have your vehicle repaired
at a particular shop. Your insurance company may try to send you to their Direct Repair Shop but it is your right to choose
a repair facility. They can not require you to do business with any particular repair facility. The job of the insurance
company is to explain and answer your questions and concerns of your issued policy and insurance coverage, regarding your
policy issued, and the use of non-OEM parts, depreciation of worn parts, rental car coverage, pre-loss condition etc. They
are paying your vehicle repair with your money! Please know that it is your right to choose H&H AUTO BODY to repair
your vehicle. We Warranty all our work performed on your vehicle.
"It Is Your Vehicle & It's Your Choice"
12. SELF PAY CLAIM
Many people who have insurance coverage are reluctant to make a claim because they're concerned a claim may affect their insurance rates, especially if a teenage driver is involved. Some insurance companies can tell you how your rates will be affected by a claim and other companies will tell you that there are too many factors involved to predict how a claim would affect your rates. We will respect and protect your privacy regarding a self pay claim.
13. EXPLANATION OF ESTIMATES VS. FINAL BILL
- A damage appraisal done before tear down of your vehicle is only an estimate.
- An estimate is an evaluation of the visible damage items only.
- Discovery of hidden damage, additional parts and blending paint (additional
paint and labor) We will write a Supplement for these repairs.
- Differences between the actual price of a part, and the price listed on
the insurance approved estimating system.
- Insurance companies understand that these changes routinely come up in the
repair process and approve the Supplementand additional charges. In case of customer pay we will inform the customer
directly for approval of additional charges before proceeding.
- A repair order is an actual itemized bill of the repairs listing parts,
labor, and other relevant items. A Repair Order/Final Bill can only be finalized upon the completion of repairs. A
copy is given to the customer and we review it and answer any concerns you may have. You are given the H&H Auto
Body Written Warranty on craftsmanship and materials for as long as you own your car.
14. WHAT IS A DIRECT REPAIR PROGRAM?
Shops such as ours have contracts with certain insurance companies. Direct Repair Program (DRP) requires our company to follow their guidelines for the repair process and paperwork. At H&H Auto Body, we have hand picked a few Direct Repair Programs in which we participate. These programs focus on making the process more convenient for you rather than pushing for the "cheapest repair". We will not compromise our repair procedures in order to participate in an insurer's program. At H&H Auto Body we welcome and work with all insurance companies. Be assured and confident that all proper Insurance procedures are followed from estimate through repair and delivery to you.
15. WHAT IF MY INSURANCE COMPANY SAYS H&H AUTO BODY IS NOT ON THEIR REPAIR PROGRAM AND WILL NOT WARRANTY MY CLAIM?
You have the right to go to the repair shop of your choice. Insurance companies cannot require that you go to a particular repair shop. If an insurance company refers you to a repair facility other than H & H Auto Body, it is because H & H is not currently involved in their Direct Repair Program (DRP). The insurance company may tell you that if you do not use one of their repair facilities on their DRP list, they will not warranty the repairs. Insurance companies do not repair the vehicles; therefore, a Warranty from a reputable repair company and business professional with longevity in your community is what you should require. H & H Auto Body has earned the reputation and the respect of all Insurance companies and provides a Written Lifetime Warranty on workmanship and materials for as long as you own the vehicle. We have been on the Island 25 years and We are not going anywhere!
16. CAN I GET OTHER WORK DONE ON MY VEHICLE WHILE IT IS AT H&H AUTO BODY?
We are happy to accommodate you. Please let us know what you need to have done. We can schedule additional body repairs or mechanical repairs during your check-in process. H&H Auto Body and H&H Auto Service work together daily. If you require maintenance service, tires, battery, you name it, we do it all!
17. WHAT IS COLLISION, COMPREHENSIVE, AND LIABILITY COVERAGE?
Insurance policies are contracts designed to protect people in one of three ways; (1) liability, (2) collision and (3) comprehensive. All states require the vehicle owner to carry some form of liability coverage period. This type of co-payment pays for damages that you may do to someone else or their property. It does not cover damage to your property. You may purchase optional forms of coverage, such as collision or comprehensive, to protect yourself and your property. Collision coverage will repair or replace your covered vehicle in the event it is damaged in an accident, even if the accident is your fault. Comprehensive coverage covers perils such as fire, theft, and vandalism. Both collision and comprehensive coverage typically require that the owner to pay the first portion of the claim, called the deductible.
18. WHO ARE THE CLAIMANT'S AND THE INSURED?
You are the insured when your policy is paying to repair your vehicle. Your deductible will usually apply. You are the claimant when someone else's insurance is paying for your claim. You should not pay a deductible and may be eligible for personal injuries to you and your occupants, and loss of use or rental reimbursement while your vehicle is being repaired.
19. WHO DO I PAY THE DEDUCTIBLE TO?
If your deductible is not waived, it will be your responsibility to pay us when you pick up your vehicle.. You can call your agent and he can tell you if the insurance company has waived your deductible or whether it will be your responsibility.
20. HOW AND WHEN WILL I BE KEPT INFORMED OF THE REPAIR PROCESS?
We will call you twice a week or you may go to our website and you can view your vehicle and the phase of repair. You may access online our website 24-hours a day, 7-days a week to check your vehicle's progress. You will enter your phone number you have given the body shop, click "log in" and see digital photos of your vehicle and receive messages from us on the status of the repairs. You may call us or email us any questions that you may have. Our goal is to have open and honest communication. We want to exceed your expectations.
21. HOW MUCH TIME SHOULD I ALLOW TO DROP OFF MY VEHICLE FOR REPAIR?
Expect 15 to 20 minutes to perform the check-in process. Please Remove: Garage Door Openers, Parking Permits, Cross Island Pass and Valuables
22. HOW LONG WILL IT TAKE TO REPAIR MY VEHICLE?
Once an estimate is written, parts ordered and received from initial estimate, we are ready to start the repair process. You can usually count on five hours of repairs per days, so if your estimate have 25 total hours, that would be a five day repair. If additional damages are found during the course of repairs, additional time would be needed. You would be contacted by one of our customer service representatives letting you know. Some repairs are complex and there are variables we can't control, such as: parts availability, insurance response time to requests and what an insurance company will pay for. We will keep you informed of any delays that may arise and what we are doing to alleviate those delays.
23. WHEN WILL MY CAR BE READY FOR PICKUP?
Our goal is to get your car back quickly as we can while maintaining safety and quality. An estimate of repair time will be given at the time of drop off. We order your parts based on the initial estimate and do our best to give you an accurate expectation and having that expectation met. However, many factors beyond our control might change the timeframe. Such as: Hidden damage, Parts availability, Insurance re-inspection,and Customer authorization. We are 100% committed to keeping you informed during the repair process.
24. WHAT IS H&H AUTO BODY'S LIFETIME REPAIR WARRANTY?
Our body shop warranty on craftsmanship and materials is for as long as you own your car. H & H Auto Body warranty covers all defects in workmanship arising from repairs and refinishing performed under the original repair order.
25. DO WE REPAIR HAIL DAMAGE?
Yes, we love restoring cars to "like new" condition. Our pledge is to repair your car to a condition equal to or better than before the hail damage occurred. Beware of shops that hire paintless dent repair technicians that drill holes into vehicle parts. Choose a shop that performs hail repairs without compromising the integrity of your vehicle.
26. 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 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-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.
27. WHAT DOES IT MEAN WHEN THE INSURANCE COMPANY STATES MY CAR IS A TOTAL LOSS?
The value of the vehicle = the sum of the cost of repairs plus the value of the vehicle in damaged condition (salvage value) is greater than the actual cash value (ACV) of the vehicle prior to the accident. The insurance company will assign an appraiser to inspect the vehicle to determine its condition prior to the accident, or in some cases allow the repairer to do an estimate for repair and make the determination. They may use a car evaluation service to determine the pre-accident value. The owner should also determine the value independently. You may feel the ACV (actual cash value) offered by the insurance company is too low. Then you are obligated to prove this either through documented receipts of vehicle enhancement or written statement to qualified experts to determine the proper value. The insurance company will settle with you and sell the totaled vehicle at auction, to the highest bidder. The vehicle will either be dismantled for parts or re-sold to be repaired. If you want to keep the vehicle contact your insurance agent, they may or may not let you retain the vehicle. The amount of settlement may be reduced by the salvage value.
28. WHAT ARE BETTERMENT CHARGES?
Parts that wear out and need replacement with time and use (i.e., tires, batteries, suspension parts ) are commonly subject to betterment charges when they are replaced during the repair process Betterment charges are determined by your insurance and are pro-rated, based on the actual miles on your vehicle. H&H Auto Service is a complete full service auto repair, we work with our repair side daily and will expedite any needed repairs to alleviate any delays in your repair process.
29. WHAT IS SUBROGATION?
Subrogation is the process by which your insurance company pays for the repairs to your vehicle, and is obligated to collect from another insurer or party. Your collision coverage will require you to pay your deductible which may be refunded once the other party pays.
30. WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept MasterCard, Visa, and Discover maximum amount charge accepted is $1,000. We accept Personal Checks with a valid drivers license. Cash, Certified Checks or Cashiers Checks. Insurance Checks Properly Endorsed by Vehicle Owner and any Lien Holders. PAYMENT IN FULL IS DUE PRIOR TO H&H AUTO BODY RELEASING THE VEHICLE
31. WHEN CAN I WASH MY CAR?
FIRST 30 DAYS
- Hand wash the vehicle often, using only fresh water.
- Avoid parking under trees--- sap and bird droppings may damage the finish.
FOR THE FIRST 120 DAYS
- Use mild liquid soap not detergent to remove heavy soil.
- Do not wax your car within 120 days after painting.
FOR LONG TERM PAINT PROTECTION
- Park in a sheltered area avoid extreme temperatures.
- Never wash your car in the hot sun.
- Never wipe the finish with a dry cloth, always use a damp cloth.
- Avoid abrasive cleaners, chemicals and brushes. Avoid commercial car wash brushes can scratch the finish.
- Never let gasoline, anti-freeze stand on painted surfaces; rinse off with water ASAP.