Frequently Asked Questions...


I’ve been in an accident, what should I do?
Call your insurance company and the other party's insurance company if they are responsible for the repairs and report the accident. Call us at 434-971-1006; we can advise you of what the responsible insurance company requires. Many times you will only need to bring the car to us for the repair estimate. We can arrange get your vehicle towed and help you get a rental car if needed.



How many estimates do I need?
Just one, the insurance company has their own appraisers to verify any estimate you receive. We will provide you with an itemized estimate.



Do I have to take it to the insurance company’s recommended repair shop?
No, you have the legal right to choose where you want to have your vehicle repaired. The insurance company can recommend a shop but it cannot force you to have the repair done there.



What if the insurance estimate is lower than yours? Do I have to pay the difference?
No, quite often the insurance estimate is lower than ours. The insurance company may not know where you are going for the repair and therefore will write only for the most basic repair estimate. It is our job to contact the insurance appraiser and negotiate on your behalf to insure that your vehicle is returned to pre-accident condition.



If my vehicle’s frame is damaged is it a total loss?
No. A car is a declared a total loss only when the cost of repairs exceeds the insurance company’s determined value for your vehicle. Most cars are built using unibody (frame and body as one) construction. Our highly skilled technicians, with the aid of our 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. Masters Auto Body has made a major investment in the finest paint system available – we use the top quality paint products from DuPont – and constantly upgrades its technology and equipment to ensure that each vehicle’s paint matches.



Will the parts be ordered before I drop off my vehicle for repairs?
Absolutely. We generally order your vehicle’s parts at the time that we write the estimate and schedule your vehicle for drop-off. If your vehicle is found unsafe to drive we would help you arrange for a rental vehicle as soon as possible.



How long will it take to repair my vehicle?
Vehicle repair time is determined by the complexity of the damages. You will be given an estimated completion date based on the estimate of repairs. Please note that any hidden damage found may cause the revision of this date.



Can I get a ride when I drop off my car?
We do provide this service in a limited area. Please discuss your needs with a staff member.



How can I get a rental car?
We offer rental car service to our customers that are 25 years of age or older. Insurance companies will only pay for a rental car if you have that coverage on your policy or if you are the claimant. Check your policy and/or call your insurance agent to find out if you have rental coverage and what your specific limitations are.


How will I know when my vehicle is ready?
You will be notified when your vehicle is ready to be picked up. Feel free to call our staff during the repair process if you have questions or concerns.



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 aren’t sure about your deductible you can call your agent for that information.



Who do I pay my deductible to?
You will pay your deductible to pay Masters Auto Body when you pick up your vehicle.



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 the actual miles on your vehicle. You will pay these charges, if any, to Masters Auto Body along with your deductible when you pick up your vehicle.



What forms of payment do you accept?
We accept cash, checks, VISA, MASTERCARD, AMEX, and DISCOVER. We will also accept properly endorsed insurance drafts. Please check the “payable to” closely for third parties, such as a bank or financial institute. We would be happy to advise you in how to deal with these drafts so that they are attended to before you come to pick up your vehicle.



Can I wash my car?
For the first 30 days – Do not use a commercial car wash. Wash the vehicle by hand with a mild soap using a clean soft cloth or sponge.
For the first 90 days – Do not wax or polish the vehicle per the manufacturer's recommendation.