Frequently Asked Questions

A: If you have filed a claim through one of our Direct Repair providers, Erie, Nationwide, State Farm, Geico, or USAA, you are welcome to then stop by our facility for your walk-in estimate. We offer estimates any time Monday through Friday from 8 am – 4:45 pm. From there we can determine what parts we need to get on order, how long your vehicle will be in the shop, and submit the written estimate to the insurance company for review and approval. Luckily, with these specific insurance companies, our initial estimate is accepted as a baseline for the insurance-approved repairs. This means that once we have completed the estimate, we will be ready to proceed with ordering the parts and scheduling the repairs from there!

If you have filed a claim through an insurance company NOT listed above, we will need a copy of their insurance-approved estimate to use as a baseline for the scheduling of repairs, part ordering process, and repair work. Usually, the insurance company will ask you to either send in photos or coordinate an appointment with a field adjuster for the initial estimate to be written. We are aware that these estimates are commonly very vague and may not include everything necessary to return the vehicle to pre-loss condition. We will work with the insurance company once the vehicle arrives to our shop to ensure that your vehicle is fixed properly, satisfactory, and up to equipment manufacturer standards. We will communicate back and forth to work with the insurance company to provide necessary documentation of all damages and ensure that the vehicle is fixed correctly in the first round through the shop.

A: For drop off appointments, our timeframe is very flexible. We are open and in the office Monday through Friday from 8 am – 5 pm but we also have a metal key drop box directly outside of our main office doors. There are small envelopes in the box, so please add your last name and/or phone number. That is all we will need to ensure it gets to the right place!

A: Although we do not have office hours on the weekends, we try our best to accommodate as many customers and their schedules as possible. Luckily, our neighbors at Steven Honda and Hyundai have coordinated with us and will hold onto customer keys/paperwork for weekend pick up. If there is a balance due from the repair work, that amount will need to be collected in-person or over the phone before the keys can be left with our sales team. We can run payments over the phone and provide receipts and paperwork with the keys. Certain insurance companies, like ERIE, for example, require a signed authorization form at the completion of the repairs before the vehicle can be released, but we are willing to accommodate as much as we possibly can!

A: No. By law, you have the legal right to choose where your vehicle is repaired. You are not required to use the insurance company’s preferred direct repair shop.

A: Yes, we work directly with all major insurance carriers (State Farm, GEICO, Nationwide, Erie, USAA, etc.). We handle the claim documentation, negotiate directly with the adjuster, and submit any supplements so you don't have to deal with the paperwork.

A: No. You only need one estimate from the shop of your choice. Your insurer cannot legally require you to drive to multiple shops to shop for the lowest bid.

A: While walk-ins are welcome, scheduling an appointment or submitting photos online ensures an estimator is dedicated to your vehicle when you arrive.

A: Yes, you can submit photos through our website for a preliminary assessment. However, modern vehicles require a physical in-person teardown and pre-repair diagnostic scan to inspect hidden structural components and sensors.

A: Insurance visual checks only capture exterior surface damage. Once our team disassembles the vehicle (teardown), we submit a formal "supplement" directly to your adjuster to cover any hidden damages, clips, brackets, and calibrations.

A: Your deductible is paid directly to the collision center when your repairs are complete and you pick up your vehicle.

A: If filing through insurance, the carrier pays the shop directly for the approved repairs, minus your deductible (unless you carry a deductible waiver or a disappearing deductible product).

A: We offer direct customer-pay pricing for minor bumper scuffs, cosmetic repairs, and paint touches to help you avoid insurance premium increases.

A: If your policy includes rental reimbursement (or the other party's insurance is paying), we coordinate with rental providers to have a vehicle staged on-site when you drop off your keys.

A: Simply tell the police officer and tow operator at the scene: "Please tow my car to Steven Collision Center". We will coordinate with the tow company to bypass outside impound lots and take intake delivery.

A: Repair time depends on parts availability and the extent of damage. Once teardown is complete and all parts are verified, we provide an estimated completion date and send regular automated status updates.

A: While our priority is always to repair your vehicle with genuine OEM parts, the type of parts used—new OEM, aftermarket, or used—is ultimately determined by your insurance company's policy guidelines. If OEM parts are important to you, please contact your insurance carrier directly to request OEM coverage, or they will specify alternative parts on the estimate.

A: Yes, we back all structural, mechanical, and paint refinish repairs with a Limited Lifetime Written Warranty for as long as you own the vehicle.