FAQs

FAQs 2020-08-14T19:44:06+00:00

1. WHAT DOES H & H STAND FOR?

H & H stands for ‘His & Hers’ and represents Bill’s partnership with his wife of 48+ years, Vicki. It is a family-owned and operated business.

2. AT THE TIME OF THE ACCIDENT CAN I TELL THE TOWING COMPANY WHERE TO TAKE MY VEHICLE?

Absolutely!  Otherwise, they may take it back to their location and charge you a daily fee.  Feel free to tell them to bring it to our location and it will be safely kept behind our fence.

3. HOW MUCH TIME SHOULD I ALLOW FOR MY FREE ESTIMATE?

Allow for 30 minutes to perform damage assessment, create and go over the estimate and answer questions. You know your vehicle better than anyone and if there is a repair problem that you feel is accident-related, please bring it to our attention.

4. CAN YOU MATCH MY CAR’S PAINT?

Absolutely! Our computer matching system and professionally trained technicians are confident they can match your original finish.

5. WHAT IS THE DIFFERENCE IN ESTIMATES FOR THE SAME CLAIM?

Insurance companies and repair facilities may provide an estimate and depending on how in-depth their assessment is and the parts they use will determine the overall cost of the repair they plan to do. We work will all insurance companies and estimators to ensure 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 Original Equipment Manufactured. After-market parts are produced by other manufactures. After-market and salvage parts are sometimes referred to as LKQ (like kind and quality) parts. Your insurance policy determines if the insurance company will pay for OEM parts. Check with your 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 Lifetime 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 shop on Hilton Head Island/Bluffton that are independently owned and operated by the same owner, Bill Head. The technicians are ASE and/or I-CAR Gold Certified. We do all the repairs in-house.

10. IS IT POSSIBLE TO RESTORE MY VEHICLE TO A CONDITION EQUAL TO OR BETTER THAN BEFORE THE DAMAGE OCCURRED?

Yes, and it is our pledge to do so.

11. KNOW YOUR RIGHTS

Your 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. The job of the insurance company is to answer questions and concerns of your policy and coverage, the use of non-OEM parts, depreciation of worn parts, rental car coverage, pre-loss condition, etc. Please know that it is your right to choose H&H Auto Body to repair 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. Your insurance company may or may not be able to tell you how your rates will be affected by a claim, depending on the factors involved.

13. EXPLANATION OF ESTIMATES VS. FINAL BILL

  • An appraisal done before the teardown of your vehicle is only an estimate of the visible damage.

  • Discovery of hidden damage, additional parts and blending paint (additional paint and labor) will need a supplement for repairs.

  • Insurance companies understand that these changes routinely come up in the repair process and usually approve the supplement and additional charges. In the 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, created after the repair is complete.  Along with a copy of the Final Bill, you also receive our Lifetime 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 its guidelines for the repair process and paperwork. At H&H Auto Body, we have handpicked 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”. Be assured that all proper procedures are followed for the repair process.

15. WHAT IF MY INSURANCE COMPANY SAYS H&H AUTO BODY IS NOT ON THEIR REPAIR PROGRAM AND WILL NOT WARRANTY REPAIRS?

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 and may try to sway you by saying they will not warranty the repairs. They never warranty repairs, the collision shop does that.

16. CAN I GET OTHER WORK DONE ON MY VEHICLE WHILE DOING A REPAIR?

Yes. We can schedule additional body or mechanical repairs during your check-in process.

17. WHAT IS COLLISION, COMPREHENSIVE, AND LIABILITY COVERAGE?

Insurance policies are contracts designed to protect people in one of three ways; (1) liability (required), (2) collision and (3) comprehensive coverage. Liability pays for damages you do to someone else or their property (not yours). 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 CLAIMANTS AND THE INSURED?

The insured is the person whose policy is paying for repairs.  The claimant is the person making the claim against the insured for repairs needed.

19. WHO DO I PAY THE DEDUCTIBLE TO?

The deductible amount is part of the total bill.  If you owe a deductible you will pay it to us when you pick up the car.

20. HOW AND WHEN WILL I BE KEPT INFORMED OF THE REPAIR PROCESS?

Simply check the status at any time on the website or feel free to call us anytime.

21. HOW MUCH TIME SHOULD I ALLOW TO DROP OFF MY VEHICLE FOR REPAIR?

It takes about 15 to 20 minutes to perform the check-in process. Please remove garage door opener, Cross Island Pass and valuables.

22. HOW LONG WILL IT TAKE TO REPAIR MY VEHICLE?

We provide that with our estimate for repair. Some repairs are complex and there are variables we can’t control, such as parts availability, insurance response time to requests. We will keep you informed of any delays.

23. WHAT IS H&H AUTO BODY’S LIFETIME WARRANTY?

The warranty is on craftsmanship and materials for as long as you own your car.

24. DO WE REPAIR HAIL DAMAGE?

Yes, we love restoring cars to “like new” condition by using the Paintless Dent Repair process (that doesn’t drill holes in the vehicle)!

25. 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. If it is determined that the frame section is bent beyond repair that section can simply be replaced.

26. 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 + the value of the vehicle in a damaged condition (salvage value) is greater than the actual cash value (ACV) of the vehicle prior to the accident.  IF you feel the ACV offered by the insurance company is too low you can challenge the valuation by providing receipts of vehicle enhancement or written statements by qualified experts.  The insurance company will settle with you, sell the totaled vehicle at auction and pay you the settled amount.

27. 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.

28. 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.

29. WHAT FORMS OF PAYMENT DO YOU ACCEPT?

VISA, MC, Discover, cash, checks w/valid driver’s license, certified checks, cashiers check.

30. WHEN CAN I WASH MY CAR?

FIRST 30 DAYS

  • Hand wash the vehicle often, using only freshwater.

  • 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 washes as brushes can scratch the finish.

  • Never let gasoline, anti-freeze stand on painted surfaces; rinse off with water ASAP.

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