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Frequently Asked Questions.

Need help? Here are some of the most common questions we receive.
Where are you located?
Our entire facility is located 1.5 miles west of Veteran's Parkway at 4047 W. Jefferson St. We are on the north side of the street before you come to Bradfordton Road. Use our Google Map to find us.
Do I need an appointment for an estimate?
If you are able to visit us during regular business hours which are Monday – Friday, 9am – 5pm, you do not need an appointment. If you cannot come by within these hours, we are happy to schedule an appointment for you.
How long do estimates take?
Allow approximately 15-20 minutes for the estimate to be written. If there is a substantial amount of damage, or you have an unusual vehicle (such as a specialty sports car), it may take up to 30 minutes to inspect your vehicle and write the estimate.
What if I already have an estimate?
We work with all insurance companies. Bring us the estimate and we will contact your insurance company if the estimate does not cover all the related damage. We can also work with estimates from other body shops – so feel free to bring those as well.
Can I fax or email my insurance estimate to you?
Yes! Our fax number is 217.546.6674  and our email is customerservice@phoenixcollision.com. We will order parts in advance of your appointment directly from your insurance estimate—there is no need to stop in. If we have questions, we will contact you by phone.
Can I just schedule an appointment, drop off my car, and then have you write the estimate?
Yes you can, however, the repair process will go faster if we can write the estimate in advance, pre-order your parts, and have the insurance authorization in place.
Is my estimate final and binding?
An estimate is only an estimate. A vehicle’s outer body is designed to cover support systems, brackets, impact absorbers, steel reinforcements, intrusion bars, etc. in a manner that makes it impossible to see all the damage. Once we disassemble the damaged area(s) we may uncover additional damage in need of repair, or additional parts that need ordered. Your insurance company is aware of this. When they write their estimate, they will advise you to take their estimate to a body shop and have the shop call them if additional damage is uncovered.
Who is responsible for the quality of repairs?
Without question, the shop that repairs your vehicle is responsible for the repair. You, the customer, are responsible for the deductible as well as for the cost of the repair. Your insurance company is responsible for reimbursing you for the cost of the repair. Obviously, choosing an upstanding insurance company and repair shop is very important and should be done carefully. Remember, at Phoenix Collision you receive a lifetime guarantee on all repairs.
Do I have the right to choose my repair shop even if my insurance company is paying for the repair?
Yes! You have the right to have your car repaired at any shop you choose. A common misconception is that you are required to get more than one estimate when seeking repair work. This is not the case, as there is no law requiring you to get more than one estimate. You are free to choose any licensed repair provider that you wish. Your insurance company is required, by law, to pay the reasonable cost to restore your vehicle to pre-accident condition according to the coverage you purchased. Your insurance policy will specify what coverage you have.
Who do I pay my deductible to?
You will pay your deductible to Phoenix Collision.
How long will it take to fix my vehicle?
We will make every effort to ensure your damaged vehicle is repaired quickly, but how long it takes is determined by the amount and severity of damage. Phoenix Collision will make the repair in as short a time as possible; however, we will not sacrifice quality for the sake of saving time. Repair time also depends on the type of vehicle and the availability of parts. The more common the car, the more likely the parts will be available. Often times, after we disassemble the vehicle, hidden damage is found. If this is the case, a supplemental estimate must be written and the additional repairs and parts list must be approved by your insurance company. YOU WILL BE NOTIFIED IMMEDIATELY IF THIS IS THE CASE. We can only offer our educated opinion as to when the vehicle will be completed. What we tell you may not always be what you want to hear, but at Phoenix Collision, we feel it is our responsibility to be as honest and forthright as possible.
Are towing services available?
We have towing services available 24 hours a day, 7 days a week. If you call after hours, the towing company will bill Phoenix Collision. For after-hours towing, please contact South West Towing at 217.585.8038.
Who pays for the tow bill?
Phoenix Collision will pay for the tow bill when the vehicle is delivered to us, then we will bill your insurance company as applicable. If an insurance company is not involved, the tow bill will be added to the final repair bill. It is a cost associated with the accident.
Do you have a dropbox for keys?
We have a secure after-hours drop box available in our office front door. Please be sure to lock your vehicle and take all personal valuables out of your vehicle, and don’t forget any parking permits and/or garage door openers.
The insurance wants to give me a check to repair my vehicle. Should I take it?
Yes. The insurance company is responsible for restoring your vehicle to its pre-accident condition. If there is additional damage, a good-quality repair shop should be able to negotiate for additional compensation. You surrender none of your rights by accepting a preliminary payment.
What methods of payment are accepted?
Insurance checks made payable to Phoenix Collision or Phoenix Collision and/or you. We will also accept major credit cards such as VISA, MasterCard, American Express, Discover, and personal checks and cash.
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