Question 1

My car isn't driveable, can I get it towed to your shop?

Accepted Answer

Yes! Call us at 301-881-8200 and let us know you’re in need of a tow to the shop.

Question 2

Who do I pay for the vehicle being towed?

Accepted Answer

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

Question 3

How can I get a rental car?

Accepted Answer

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.

Question 4

Do you offer loaner cars?

Accepted Answer

We do not offer loaner cars.

Question 5

How do I get an estimate?

Accepted Answer

We offer all estimates free of charge and appreciate you making an appointment so we can guarantee the time it requires to make you feel comfortable in your decision to let us repair your vehicle.

Question 6

Do I need more than one estimate?

Accepted Answer

No, it is up to you to decide how many estimates you would like and if you want to compare with more than one shop. If you decide on a shop, have your insurance company deal with them directly.

Question 7

I already have an estimate from my insurance company, what do I do next?

Accepted Answer

If your insurance adjuster already came to look at your vehicle you are able to call and schedule the repairs, you can fax or email us a copy, drop it off, or give us your insurance information and we can attain our own copy of the estimate. We must start the repair process from the original estimate.

Question 8

Will my estimate include all new OEM factory replacement parts?

Accepted Answer

Each insurance company has different parts guidelines. Many insurance companies only allow for aftermarket (copied and made by another company), remanufactured (previously damaged) or used (LKQ) parts to be used during the repair. You always have the choice to pay any difference in part price if you would like to use all factory parts in your repair.

Question 9

Can I have my vehicle repaired at the shop of my choice?

Accepted Answer

Yes, it is your responsibility, and your right, to choose who will repair your vehicle. If you cannot decide on a repair facility, your insurance company can recommend a repair shop. Many insurance companies offer Direct Repair Programs that take the hassle out of the claim process and provide for quicker repairs.

Question 10

How long will the repair take?

Accepted Answer

There are many factors to consider when estimating length of time for the repairs like part availability, paint and material dry times and availability of specific equipment within our facility. We understand that you depend on your transportation and we work very hard to complete the repair in a timely manner.

Question 11

Will my vehicle drive the same?

Accepted Answer

Vehicles with frame or suspension damage will require a two or four-wheel alignment. We have specifications on every vehicle to ensure that the frame or unibody is returned to its pre-accident condition.

Question 12

Will my color match?

Accepted Answer

With our highly skilled professionals and paint matching technology, we are able to reproduce the finish on your vehicle. We only use the highest quality paint.

Question 13

What if I want to keep my vehicle after it is totaled?

Accepted Answer

You have the right to retain ownership of the vehicle, however the amount of the settlement may be reduced by the salvage value.

Question 14

Do you guarantee your work?

Accepted Answer

Yes. We have a limited lifetime warranty on all of our work for as long as you own the vehicle. It is important to know that your body shop is the only party responsible for a warranty on your repair, NOT your insurance company.

Question 15

I picked up my vehicle but noticed something wrong after I got home. What should I do?

Accepted Answer

We do everything in our power to ensure your vehicle is back to pre-accident condition as your vehicle leaves our shop. If you notice anything that doesn’t seem right or experience any problems, please do not hesitate to give us a call or stop back in.

Question 16

Where do I get a claim number?

Accepted Answer

Claim numbers are issued by your insurance company at the time you report your accident. Make sure to write it down and bring it with you when you come in to begin the repair process; we’ll do the rest.

Question 17

What is a deductible and how do I know if I have to pay one?

Accepted Answer

If you were not at fault and the repair is going through the other party’s insurance, then you will not have a deductible. A deductible is determined at the purchase of your insurance premium and can range anywhere between $50 and $3,000. If the repair is going through your insurance policy, then the cause of the accident will determine the deductible amount. Ask your insurance company or go through your policy to find out.

Question 18

The other insurance company says my car is a "total loss". What does that mean?

Accepted Answer

The cost of repairs plus the value of the vehicle in damaged condition (salvage value) – is greater than the Actual Cash Value (ACV) of the vehicle prior to the accident.

Question 19

What are OEM Parts?

Accepted Answer

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

Question 20

What are Aftermarket Parts?

Accepted Answer

These are parts not made by your vehicle manufacturer. They are also known as Quality Replacement Parts (QRP). Aftermarket parts are much cheaper than OEM parts and might not have the same fit and function as OEM parts.

Question 21

What are LKQ Parts?

Accepted Answer

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, rust, and to make sure they are OEM and not Aftermarket.

Question 22

How is the Actual Cash Value (AVC) determined?

Accepted Answer

The insurance company will assign an appraiser to inspect the vehicle to determine its condition prior to the accident.

Question 23

What is subrogation?

Accepted Answer

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.

Question 24

When do I pay my deductible?

Accepted Answer

When the repairs are complete and you are satisfied with the repairs. The insurance check issued will be minus your deductible amount, if you have one. At the time you pick up your vehicle you will pay the deductible amount to National Auto Body.

Question 25

When is my final payment due?

Accepted Answer

Payment is due at the time the repair is complete. Please bring any insurance checks with you and your deductible – if you are going through insurance. If you want, you are able to simply sign the check over to us and do not need to deposit it into your account.

Question 26

Can you help bury my deductible?

Accepted Answer

No. When you purchased your insurance policy, you signed a contract saying you will pay the first amount of the claim up to your deductible. Repairers should not be asked to hide the deductible. That practice would constitute fraud by both the shop and consumer. The penalties for insurance fraud are severe. If a shop offers to save your deductible, they are absorbing that at your cost. They are not doing the said repairs in order to make up for your deductible. This could lead to unsafe and unsatisfactory repairs which will ultimately cost you at some point.

Question 27

What types of payment do you accept?

Accepted Answer

We accept cash, checks, and major credit cards.

Question 28

When can I wash or wax the exterior of my vehicle?

Accepted Answer

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.

Question 29

Does National Auto Body offer towing services if my car isn't driveable?

Accepted Answer

Yes, you can call 301-881-8200 to arrange a tow to the shop.

Question 30

How do I pay for the vehicle towing service?

Accepted Answer

If using insurance, the tow bill is billed directly to them. Otherwise, you can pay out of pocket at repair completion.

Question 31

Can National Auto Body assist with rental car arrangements during repairs?

Accepted Answer

Yes, they can help arrange rental cars. Insurance coverage for rentals depends on your policy.

Question 32

Does National Auto Body provide loaner cars while my vehicle is being repaired?

Accepted Answer

No, loaner cars are not offered.

Question 33

How can I get a repair estimate from National Auto Body?

Accepted Answer

They offer free estimates by appointment to ensure adequate time for assessment.

Question 34

What payment methods are accepted at National Auto Body?

Accepted Answer

Payments via cash, checks, major credit cards including AMEX, Visa, MasterCard, and mobile payments like Apple Pay and Android Pay are accepted.

Question 35

What are the business hours of National Auto Body in Rockville?

Accepted Answer

Open Monday to Friday from 8:00 AM to 5:00 PM; closed on weekends. Closed on certain holidays like Thanksgiving, Christmas, and New Year's Day.

Question 36

Is National Auto Body certified for repairs on specific vehicle brands?

Accepted Answer

Yes, they are certified for brands including Ford, GM, Hyundai, KIA, Mazda, Nissan, Honda, Acura, Subaru, Tesla, and Rivian.

Question 37

What nearby automotive services are available near National Auto Body for additional vehicle needs?

Accepted Answer

Nearby options include Motor Works, Inc. (tire dealer and repair), Automotive Essentials, Inc. (automotive parts), and Excluservice (repair and parts). These can assist with related auto maintenance or parts.

Question 38

Are there nearby places to visit for customers while their vehicle is being serviced?

Accepted Answer

Customers can visit La Bohemia Bakery for refreshments or Joyful Bath Co. for shopping nearby. These provide convenient options for your wait time.

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