FREQUENTLY ASKED QUESTIONS
Is there a charge for an estimate?
No, we do not charge to write estimates. Preliminary estimates usually take about 15 minutes during regular hours and no appointment is required.
The insurance company is telling me to go to a different repair shop, why are they doing this?
This is called “steering” and it is illegal in Arizona! Some insurance companies have approved repair shops that give them discounts in return for referrals, which is a conflict of (your) interest. You are allowed to take your vehicle to the repair shop of your choice. If you are concerned about out of pocket expenses, warranty, certifications or anything else, you should talk to the shop of your choice and they should make you feel comfortable with your decision. A vehicle is an important investment; you (and the bank) have a real interest in your vehicle… the insurance company does not! You should never feel obligated or bullied into getting your vehicle repaired at a place you don’t trust.
Do you offer a warranty?
Yes! We have a limited-Lifetime Warranty on all repairs. Scott’s Coach Works, has been in business since 1981, make sure the repair facility you choose not only offers a warranty, but also that they will be around in case they need to fulfill the warranty.
How long will the repairs take?
Every repair and estimate is different; many things affect the time a repair will take; the insurance company, the amount and location of the damage, the make, model and color of your vehicle, as well as parts which can come from around the world. For the best idea of repair time, your Service Writer will need to see the vehicle.
I can’t make it to your shop during office hours, is there anything else I can do?
Absolutely! We do everything we can to accommodate your busy schedule; we have an after-hours key drop box located in our parking lot in front of the building by the main shop door. We offer complimentary pick-up of vehicles for repair and delivery of vehicles after repair. We also visit local dealerships each week for estimates and appointments. Talk to your Service Writer to schedule an appointment.
Do you offer rental or loaner cars?
We have an Enterprise Rent-a-Car and a Hertz nearby, that offer pick-up and drop-off to our shop for your convenience.
When do I pay my deductible?
Deductibles are paid to the repair shop, before your vehicle leaves the facility. It is against the law for any collision repair facility to bury or absorb an insurance deductible. (We accept Insurance, Personal or Business Checks, Visa, MasterCard or Debit Cards, a valid photo ID is required.)
Why do the insurance company and body shop estimates differ?
This is very common and can happen for a number of reasons. For example, if the estimates were created using different repair estimating systems this can cause discrepancies. There can also be differences in sales tax and labor rates by city.
Most importantly there can be differences in how parts are billed. For example, ‘Estimate 1’ could be written to repair a part, while ‘Estimate 2’ could be written to replace that same part with a brand new part from the manufacturer, while
‘Estimate 3’ could be written to replace that same part with an Aftermarket or Used part. Each scenario will have a substantial difference on the final repair price. Another common cause for differences is that insurance companies train their staff to write the estimate based solely on the visible damage. Even if experience suggests there is additional or hidden damage, they are not supposed to include that on the estimate in hopes that they will save money not repairing things you don’t know are wrong.
It’s also important to note that estimates can quickly change once a vehicle is disassembled for repairs. Price shouldn’t be the final deciding factor when you choose a repair shop for your vehicle.
I don’t think my vehicle is safe to drive, who do I contact to get it to the repair shop?
Scott’s Coach Works! We have our own flat-bed tow truck and can facilitate the transport of your vehicle from anywhere in the state, just call the office at 602-277-8254. After hours and weekend towing is also available through Tow Time, please call 480-348-0400 to have your vehicle towed to our shop outside regular business hours.
Are there any special instructions to care for my vehicle after it has been repaired?
We recommend only hand washing your vehicle for 30 days following any refinishing on your repairs. Please do not use any wax products for 30 days after any refinishing.
Who do I talk to if I have questions or concerns?
We are here to help you during all stages of your repair. Your Service Writer is your main contact person; they will know the most about the repair of your vehicle and should be able to answer all of your questions. If you need further assistance, you can also ask to speak with our General Manager.
Do you have any other locations?
Our family-owned and operated shop is located on 7th Avenue and Camelback. This is our only location, however we do offer vehicle repair pick-up and delivery upon completion. Please call or visit our office to make any arrangements.
I leased my vehicle, how does that impact my repairs?
Each manufacturer’s requirements will vary; review your lease agreement for specifics. Most frequently the manufacturer requires that a leased vehicle is repaired with 100% Original Equipment Manufacturer (OEM) Parts, the agreement may also require that repairs to the vehicle are completed at a Certified Facility. In some instances, the insurance company may also require the lease holder or finance company to endorse the check after repairs have been completed. If you are leasing your vehicle, discuss any specific questions or concerns with your Service Writer.