Navigating the collision repair process can be confusing. As a customer of the Hewlett Family, we are here to guide you through the process and provide great Customer Service along the way.
We have answered a few of the frequently asked questions about the process as the first step in keeping you informed. Please feel free to reach out to your Advisor if you need advice or have any other questions.
What sets Hewlett Collision center apart from other shops?
We are a family owned business with strong core values and a reputation for great customer service and community involvement. We are not part of a publicly owned chain or a franchise. We use waterborne, environmentally friendly base coat systems with superior color match properties. We deploy state of the art equipment including computer controlled paint booths. We are I-CAR Gold certified and hold special training certifications from GM and Volkswagen. We stand behind our work with a Limited Lifetime Warranty. Learn more about our Limited Lifetime Warranty here.
The insurance company wants to send me to another shop. What should I do?
In the State of Texas you have the right to choose the collision center you would like to use to repair your vehicle. We will work with any reputable insurer to help process your claim. We do it every day, but we always remember you are our customer not the insurer. Tell your insurer you would like us to repair your car and we will call them and start the process.
Should I get more than one estimate, why are some estimates lower than others?
To start the process you only need one estimate. Most shops, including ours, use industry standard computerized databases to produce initial estimates. Lower estimates typically call for parts other than factory original, have overlooked additional damage to the vehicle, or were prepared by shops that may have lower quality standards. We can start with your insurer’s estimate but will verify that it is accurate and complete.
What if you find additional damage during the repair process that was not on the original estimate?
We will estimate the additional cost of repair and submit a supplement to your insurer for approval, asking them to pay for the additional repairs.
Will you work directly with my insurance company?
Yes we will. If there was another party at fault we may be working with a third party insurer who is responsible for payment. Because these insurance companies are responsible to you, not us, we may ask for your assistance in encouraging them to respond in a timely manner, or confirm final payment so we can deliver your car on time. Learn more about how we work with your insurance company here.
What type of warranty do you provide?
We warrant our paint and body workmanship for as long as you own your car. We call it our Limited Lifetime Warranty. We are glad to provide you with the written details up front. Learn more about our Limited Lifetime Warranty here.
Do I have to pay my deductible before work begins?
No. If you owe a deductible you will be responsible for paying that amount to us before you pick up your vehicle. In certain circumstances your insurance company may waive your deductible. Your agent is the best resource to call to discuss deductible amounts and waivers. We are, of course here to help.
How long will it take to repair my vehicle?
We will give you an initial estimate of the repair time when you authorize the repair. Please understand that this is just an estimate. A number of factors can delay the commencement and completion of repairs including:
- Determination of fault and which insurance company is liable for payment.
- Whether to total the vehicle or repair it.
- Availability of special order or back-ordered parts.
- Discovery of additional damage requiring supplements and further insurer approvals.
- Delays in receiving final payment.
How can I get a rental car and who will pay for it?
If you need a rental car we can assist you in arranging for one. If the collision was not your fault and you are the claimant on another policy, that insurance company will typically pay for a rental. If you have rental car coverage on your own policy your insurer will pay for the rental. Your agent is the best resource to call to determine if you have rental car coverage and the coverage limitations.
We have a free shuttle service that will take you to your home or office after you drop off your car. Learn more about our rental car and shuttle services here.
We hope the Hewlett Collision Center has answered your frequently asked questions. If not, please feel free to call us at 512.763.4800.