Auto Body Repair FAQ | Your Guide to Quality Repairs

What do I need to know in the event of an accident?

In the event of an injury, call 911 immediately. If possible, obtain the responsible party’s driver’s license information and proof of insurance at the scene, as this can significantly speed up the claims process.

Now, on to your car. Be careful — just because a car can move under its own power does not necessarily make it “drivable.” Front-end damage, cooling system issues, broken glass, damaged lights, or wheel/tire contact can all make driving unsafe. If there is any doubt, it is always better to have the vehicle towed. You’ll find our recommended towing solutions under ‘Resources.’ Law enforcement often uses a contracted tow company to remove vehicles from the scene, but if you instruct the driver to take it to 8809 Mission Gorge Rd., Santee, it may save you or your insurance company the cost of a second tow.

Once the accident scene is under control, call your insurance company. Whether you are a returning customer or a new referral, simply tell them, “Philip Thearle’s Autowerks is going to repair my car.” They all know us! All we need is the claim number, and we will take care of the rest.

I see all those expensive imported automobiles… Do you fix my kind of car?

In our early years in the 1980s, we specialized exclusively in Mercedes-Benz, BMW, and Porsche. As we grew, we expanded to include Volvo, Saab, Audi, Aston Martin, Land Rover, Jaguar, and eventually the big three from Japan — Lexus, Acura, and Infiniti. Over time, we received enough feedback from our high-end clients complaining that we were turning away their “normal” cars and trucks that we developed specialized teams to accommodate all vehicles. The good news for our customers is that we maintain only one standard of quality — excellence.

Do you get along with my insurance company?

We generally do. We’ve enjoyed long-term relationships with the majority of major insurers, and every one of them will cover the cost of restoring your car to true “pre-accident” condition — without unnecessary hassle. For the others, we negotiate firmly on your behalf to ensure you receive exactly what you deserve.

Who should write the original estimate?

We prefer to take responsibility for the original estimate; however, some insurers may require you to visit their drive-in claims center or even another repair shop with an on-site representative to create this document. This is never a problem — simply obtain their estimate, schedule your repairs with us, and bring both your car and their estimate when you arrive. If they’ve issued a check, bring it as well, and they will adjust the payee and amount as necessary. It’s a straightforward process.

Please don’t be concerned if their estimate differs from your perception of the damage. Share your concerns with our customer service team when you bring in your vehicle. The final methodology and costs will be determined after disassembly. Note: if the insurer involved is not on our list of top performers and you value having a knowledgeable advocate during this process, we are uniquely qualified. This expertise has been a key factor in our growth and a major contributor to customer satisfaction.

I’m being directed to another shop by the insurance company… What are my legal rights?

The short answer: California law explicitly states that you, the consumer, have the right to have your car repaired by the shop of your choice. Period. In practice, however, this is not always clearly presented. Consumers are frequently referred or “steered” by insurers to specific shops or networks. While we maintain strong relationships with most of the region’s top insurers, some smaller or “fringe” insurers may attempt to direct you away from us. Common tactics include suggesting that deviating from their plan could cause “trouble down the line,” implying that you may have to cover costs above their estimate, offering warranties only through their preferred shops, or claiming that another shop is faster, cheaper, or “approved.”

As our client, you have full control over your decision. Over the past twenty-five years, Philip Thearle’s Autowerks has never charged a customer for any item we were unable to negotiate under the terms of their insurance contract, and we will not start with you. The details of our lifetime limited warranty are clearly stated on our homepage. Any delays from negotiating with a non-network insurer are far preferable to the long-term consequences of a “faster” but sub-standard repair. We are rated A+ by the Better Business Bureau. Remember: it’s your car, your family, your money, and ultimately, your choice.

What about a rental car?

To make things easier for you, we proudly partner with Enterprise, which offers pickup on-site at our shop location. Once your vehicle is repaired, you can return your rental back to our facility to save you an additional trip. Painless!

Do I still have to chase around and get three estimates?

No, California law currently states that you only need one estimate from the shop of your choice. In fact, you don’t even need that unless the responsible party plans to pay for the damage “out of pocket.” More on that issue next. Your biggest challenge is finding a reputable repair facility you can trust with both the safety of your family and the integrity of your second-largest investment. Come in and request a shop tour—let our state-of-the-art facility speak for itself. If you choose to have us repair your car, simply bring it in, and we’ll guide you through the entire process. Just give us a call.

The responsible party wants to pay for the damage ‘out-of-pocket.’ What should I do?

You should exercise caution, not only because these are often the first words out of an uninsured motorist’s mouth, but also due to the difficulty of accurately assessing damage without disassembling and disabling your car. Most insurers want to inspect the vehicle before disassembly, creating a “catch-22” situation. Under the terms of your contract, you must notify your insurer to protect yourself in case negotiations with the responsible party take an unexpected turn once the actual cost of repairs is determined.

Why do estimates for the same damage vary so much?

Most estimates are an illusion, primarily because the true cost of repairs cannot be determined until the car has been disassembled and the full extent of the damage thoroughly documented. Sometimes, if a repairer senses that you are “shopping around,” they may understate the damage to secure the job. Others may account for every possible eventuality, potentially inflating the scope of the project beyond what is actually necessary.

Can you explain the ‘deductible’ portion of my policy?

An insured pays their deductible directly to us at the completion of the repairs, and prior to delivery. This is a non-issue for claimants.

What do the terms ‘betterment’ and ‘depreciation’ refer to?

‘Betterment’ refers to parts—such as certain suspension components, tires, and batteries—that show measurable wear or have a finite lifespan. By law, the insurance company can recover the portion of the replacement cost corresponding to the wear already used at the time of the accident. For example, a tire with 50% tread remaining or a battery with a four-year warranty that is two years old would require the customer to pay 50% of the replacement cost of the part, plus tax. Depreciation is less common today, but could still apply to items like a vandalized paint finish or a cut convertible top. While the insurance company is responsible for most of these determinations, the details are usually spelled out in the insurance policy.

I am the insured in this matter… Can you ‘save’ or ‘shave’ my deductible?

Never—and neither can any other honest repairer. The deductible is a fundamental part of the legal contract with your insurance company. Attempting to waive or reduce it sends a signal that you are willing to disregard the terms of your contract. In an industry where profit margins are frequently below five percent, an unethical repairer may find ways to recoup that money elsewhere. If the repair were unsatisfactory, who could you then turn to? It’s a risk no one should take.

What are O.E.M. Parts?

O.E.M. (Original Equipment Manufacturer) parts are supplied directly by the manufacturer to the car maker, who then assembles these components into the finished vehicle. Using O.E.M. parts ensures a precise fit, proper functionality, and consistency with factory standards.

What are ‘aftermarket’ parts, and how do they differ from originals?

Aftermarket parts are typically manufactured independently, often offshore, without any connection to the original manufacturer. In the industry, they are sometimes called “replicas,” “knock-offs,” or other less flattering terms. Historically, concerns have existed regarding fit, finish, and corrosion protection. Some insurers now specify their use in client policies, leaving consumers with two options: accept them as-is or pay the difference to upgrade to O.E.M. parts. As always, reading the fine print is critical, because in our experience, the original is still the best choice.

What are ‘LKQ’ parts?

We’re talking about ‘used,’ ‘junkyard,’ ‘experienced,’ or ‘pre-owned’ parts. Any way you slice it, they can offer a better solution than aftermarket parts (see above). The challenge lies in sourcing quality, comparable parts with a “same year or newer” status in a timely manner.

So, why should I choose Philip Thearle’s to repair my car?

We have been in the business for over twenty-five years and have successfully completed nearly fifty thousand repairs. Our many customers, dealer partners, and trusted insurance companies hold us in the highest regard. We are well known throughout Southern California for consistently producing the highest-quality finished product available. Simply put—why settle for anything less than the best?

Everyone says they are ‘the best’… Who else believes in you?

The most profound answer is that our satisfied customers provide the majority of our new and return business through word-of-mouth, a phenomenon that has fueled our growth. We have been exclusively referred by Cunningham BMW for over 20 years and are the preferred provider for Bob Baker Lexus, Toyota of El Cajon (Santee location), and many independent repair shops. The Automobile Club of Southern California (AAA) and Allstate Insurance Company frequently rate us #1 based on their published Customer Satisfaction Index (C.S.I.) scores among San Diego County preferred providers. We are also a preferred provider (P.P.O.) for A.I.G. Private Client Group, Unitrin, and E-surance.

What about my personal belongings?

For your comfort and privacy, we always encourage customers to remove anything of value when dropping off their vehicle for repairs. We provide bags, trash cans, and staff assistance if needed. Some projects may require a visit to a dealership or an outside resource, which means your vehicle may temporarily be out of our supervision. Regardless of how perfect or timely the repair, your experience can be negatively affected by the absence or mishandling of personal items left in the car. Our relationship with you is too important to risk compromising, and we always aim to honor the trust you place in us. Thank you for your understanding.

How long will the repairs to my vehicle take?

In the past, the typical metric used by insurers and repair shops was “$1,000 worth of repairs per week.” Today, the modern standard is based on an agreement regarding the number of hours a repairer commits to your vehicle, often ranging from 3 to 4 hours per day. We frequently exceed these standard benchmarks once certain variables have been addressed: the car has been fully disassembled, an accurate estimate and repair plan has been produced, and the arrival date for all parts has been confirmed. Only then can a repair facility provide a credible projected delivery date. While we have developed a unique methodology to streamline and expedite parts procurement, we remain dependent on manufacturers and their distributors.

How does the payment process work and what are your business rules?

Partial payments are typically issued to the insured party during the repair process, and sometimes to claimants as well. As the insured, these same rules apply, and you will be expected to pay the deductible when your vehicle is ready for delivery. Please do not cash any insurance checks or drafts made out to you, as they belong to your vehicle and must be surrendered to us. If you do deposit an insurance check or draft, you will be required to replace it with guaranteed funds in the form of a cashier’s check.

Regarding credit cards, please note that “rewards” cards can cost merchants as much as 15% in fees, which is not feasible given our lean profit margins. We accept personal checks with proper ID and balance verification, as well as Visa, MasterCard, and debit cards for deductibles, betterments, and customer-pay jobs under $1,000 within these limitations. To maintain profitability, replacement of insurance checks or drafts with personal checks or credit card vouchers is not allowed. Any deposited insurance funds must be replaced with certified funds via a cashier’s check.