Frequently Asked Questions

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Yes! Call and let us know you’re in need of a tow to the shop.

If you are going through insurance, the tow bill will be sent directly to them. If you decide to pay out of pocket, the tow bill will be added to your final bill and due at the time the repair is complete.

Rental Cars

If you need a rental car, we can help you make the necessary arrangements. Insurance companies will only pay for a rental car if you have that option on your policy or if you are the claimant. Check your policy and/or call your insurance company to find out if you have rental coverage and what your specific limitations are. We currently use Enterprise and Hertz.


Use our free online estimating app to send us photos and information about the damage to your vehicle. Our estimators will respond within the next business day. You can also call our North or South shop to make an appointment with an estimator.

No. There is no requirement or law to do so. We work with all insurance companies to agree upon the best repairs for your vehicle. Our shops are OE certified by multiple manufacturers. We are preferred and recommended by many of the largest insurance companies in today’s market. You are our customer and we will provide you with the finest quality and safest collision repairs.

Claim numbers are issued by your insurance company at the time you report your accident. Just jot it down and bring it in with you when you come in to begin the repair process, we will do the rest.

If your insurance adjuster already came to look at your vehicle, contact us to schedule the repairs. You can fax or email us a copy, drop it off, or give us your insurance information and we’ll get a copy of the estimate. We must start the repair process from the original estimate.

Repair Process

Yes! It’s your responsibility, and your right, to choose which body shop will repair your vehicle.

Your advisor can give you an estimate of the time it will take to complete the repairs to your vehicle. Be sure to check with your advisor for the specifics on your vehicle.

Today’s modern factory finishes incorporate multiple layers of highly specialized paints. We have made a major investment in the finest paint system available and constantly upgrades its technology and equipment to ensure that each vehicle’s paint matches. We take special pride in our ability to match factory finishes as the final step in the restoration process.

We do everything in our power to ensure your vehicle is back to pre-accident condition. If you experience any problems, do not hesitate to give us a call or stop back in. We warranty all of our work and will fix any problems caused by a repair we performed after you’ve picked up your completed vehicle.

No, we are not open on Saturdays. But you can begin the initial process anytime by using our free online estimating app to send us photos and information about the damage to your vehicle. Our estimators will respond within the next business day.

To drop off your vehicle before or after business hours, please call your preferred shop during business hours to make arrangements in advance. During regular business hours we will provide transportation back to your home or work.

Yes, absolutely! A Safety Sensor Diagnostic is an electronic scan of the sensors in your vehicle. Today’s vehicles are like computers on wheels, they contain hundreds of electronic sensors that work together to make your vehicle run safely and efficiently. When your vehicle’s body is damaged it can effect sensors all over the vehicle, even outside of the damaged area. If those sensors aren’t scanned and updated, both before AND after, the repair, your vehicle’s safety devices may be compromised. We include a Safety Sensor Diagnostic as part of our repair process and do it both before and after the repair to be sure that all potential sensor problems have been identified and addressed. The Automotive Service Association (ASA) has even made an official statement about Sensor Diagnostics and why they are important. You’ll find it here.

Yes. We have one of the most sophisticated suspension shops in the state, as well as the ability to also perform regularly necessary maintenance. Including oil changes, wheel alignments, and air conditioning repairs. Just let your advisor know what other work you would like done so that he or she can make the necessary arrangements.

Yes, we would be happy to provide this service to you. We want each customer’s visit to be a positive experience and will work diligently towards that goal. We provide a pickup and delivery service.

You will be notified when your vehicle is ready to be picked up. When you drop off your vehicle for repairs, simply let the Tracy’s representative know the best way to reach you during the day. You are always very welcome to call and inquire as to the status of your repair.


A deductible is the portion of the total repair cost that you may be responsible for. It may be included in the terms of your auto insurance policy. You may be responsible to pay a deductible. Typically you will have a deductible for a comprehensive or a collision claim and the amounts can vary. The amount of your deductible is determined by what you chose when your policy was purchased. We will be happy to verify for you the deductible amount you are responsible for.

The cost of repairs plus the value of the vehicle in damaged condition (salvage value) must be greater than the actual cash value (ACV) of the vehicle prior to the accident.

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-the-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.

Original Equipment Manufactured (OEM) is a term for parts made by the manufacturer of your vehicle.

Aftermarket parts are often much cheaper than OEM parts and might not have the same fit and function as OEM parts.

LKQ – (Like Kind & Quality). These parts are more commonly referred to as used parts. These parts generally come from automotive salvage yards. Salvage yards purchase damaged or totaled vehicles, remove the good parts and sell them as LKQ parts. All LKQ parts are inspected for prior damage, and rust.

It is the loss in a vehicle’s value as a result of physical damage. Several factors including age of the vehicle and the severity of damage are what the insurance company will evaluate to determine the amount of diminished value you will be paid. The diminished value payment does not come from, nor is it processed through us. It will be issued by the insurance company to you directly from the insurance company and is separate from any other payments.

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 prorated based on actual miles on your vehicle.


If your deductible is not waived, it will be your responsibility to pay us when you pick up your vehicle. If you aren’t sure about your deductible, you can call your agent and he can tell you whether your insurance company has waived your deductible or whether it will be your responsibility.

The easiest and most convenient way to pay for your portion of the repairs to your vehicle is to endorse your insurance claim check and submit it to the shop. Of course, cash and credit cards are always welcome. Credit cards may be used.

Post Repair Care

You are able to wash your vehicle by hand with cool water and a very mild car wash solution using a soft cloth or sponge as soon as you get it back.

For the first 30 days we suggest that you:

  • Do NOT use a commercial car wash. Stiff brushes/sponges can mar the finish and damage the surface.
  • Do not drive on gravel roads. Chipping the finish is easily done in the first 30 days.
  • Avoid parking under trees and utility lines which are likely to attract birds. Bird droppings have a high acid content and will damage a freshly painted surface. Also, tree sap can mar or spot a freshly painted surface.
  • Do not spill gasoline, oil, antifreeze, transmission fluid, or windshield solvent on the new finish.
  • Do not scrape ice or snow from the newly painted surface.

For the first 90 days we suggest that you:

  • Do not wax or polish the vehicle. This will allow the finish to dry and harden completely.