FAQs

What does a CERTIFIED collision repair mean?
It means that we have completed factory training with numerous OEM manufactures on how to properly repair your vehicle. Believe or not, most “body shops” including dealers that have a body shop, have never taken this training. It’s normally very expensive and requires new tooling and Equipment.  
Will it harm the value of my vehicle to have it repaired at a non-certified shop?
 In most cases yes. Not all “body shop” or repair facilities are the same. Most are still repairing the vehicles the way that they did many years ago. With the new fuel economy standards that the EPA and Federal Government imposed on all OEM’s manufactures, they have to “lightweight” the vehicles and make them more fuel efficient or face enormous penalties.
What is a pre scan and post scan?
On today’s vehicles, there are so many sensors and other diagnostic equipment on-board that simply replacing the bumper can cause numerous codes in your computers ECM. Sometimes these codes show on your dash screen and sometime they don’t. At Dorn’s we want your vehicle safe and all diagnostic equipment working as it should. This is why we scan your vehicle when it arrives and when we complete the repair. Insuring that you know the vehicle was repaired correctly and all safety features will perform as expected.
What are Structural JIG Benches?
 Structural or Frame benches have been around quire sometime but have mostly been used on “exotic” vehicles like Lamborghini or Ferrari. Now, because of lightweight materials now in vehicle because of strict fuel standards, these benches are needed frequently on most all vehicles from Honda to Tesla. At Dorn’s we are one of only 2-3 repair facilities in Virginia that have these specialized benches to insure your repair is the absolute best. These benches use special “Jigs” that precisely measure and support the vehicle in the exact same platform that the vehicle was built on. Therefore giving you a seamless repair. Less than 1% of Body Shops have this ability.
What are OEM Parts?
OEM stands for “Original Equipment Manufacturer” and is used to describe parts made by or for the manufacturer of your vehicle. So OEM Ford parts come from Ford, Mercedes parts from Mercedes and so on.
What are Aftermarket
Aftermarket (A/M) is used to describe parts that are produced by a manufacturer other than the one who originally made your car. Some aftermarket parts carry certification that helps ensure the basic quality of the part. Aftermarket parts are usually less expensive than new OEM, but for some applications may be a better choice than used OEM parts. While it is not the practice of Dorn’s, some repairers and insurers list these parts as “Quality Replacement Parts.”
What are LKQ Parts?
LKQ stands for “like, kind and quality.” Most of us are more familiar with the other term for this category which is “Used Parts.” The term LKQ should more precisely define a sub-category of used parts that are just like the ones on your vehicle before the loss, with a similar age and mileage.
Do I have to accept used parts?
No, you do not have to accept used parts. Most customer-oriented insurance companies will only suggest used parts (LKQ) when there is agreement from all parties; generally used parts are suggested when there needs to be a savings to justify the repairs. The insurance company’s obligation is to restore your vehicle to “pre-loss” condition – not better than it was before the loss and no worse than it was after the loss.
Do I have to use the shop my insurance company recommends or can I always take it to Dorn's?
You can always take your vehicle to Dorn’s. The insurance company cannot tell you where to repair your vehicle. Some insurance companies with special interests will attempt to convince/insist or STEER you to fix your vehicle at their PREFERRED SHOP; a shop that gives the insurance company special deals. These deals will often come at the vehicle owner’s expense which could compromise safety and the quality of repairs. If you feel this is happening to you, please contact Dorn’s; our professional claims handlers can guide you through this unfortunate practice. Remember that it is the insurance adjuster’s job to satisfy the customer and close the claim at the lowest possible cost. Remember, it’s your vehicle and you make the choice who repairs it.
Do I have to get multiple estimates?
No, you do not need to get multiple estimates; you only need to notify your insurance representative as to where you will be having your repairs done. Your insurance company will work with Dorn’s to insure you receive the service and quality repairs you have come to expect.
What happens if the insurance company's estimate is lower than the Repair Plan I get from Dorn's?
Insurance companies are generally willing to pay for a proper repair. The insurance company appraiser may include only the most obvious damage in their estimate. At Dorn’s, we try to write a thorough repair estimate (We refer to them as Repair Plans) as possible. Just bring the insurance estimate in with you and we can go over the differences. If necessary, we’ll notify the insurance company of the changes we need to make. Generally, this just takes a phone call and we will bill your insurance company for the supplement at the start of the repair. Although it does not happen often, some insurance companies will refuse coverage of certain necessary operations even though those operations are required to properly repair your vehicle. Unless you, the “vehicle owner,” tell us to perform the inferior repair – which we discourage – we will charge the insurance company storage while the vehicle is left idle in the shop.
What happens if more damage is found?
Today’s vehicles are very complex so it can be difficult to see all the damage during the initial inspection. Therefore, finding additional damage has become very common; estimates written without a thorough disassembly of the vehicle often have overlooked additional damages. Dorn’s is the exception; our DFR process (Disassembly for Repair) almost always assures no surprise damage. If additional damage is found, it is documented and discussed with you and the insurance company. The insurance company may, or may not, want to come see the damage. These supplemental charges are itemized, authorized and billed along with the rest of the repairs. If the insurance representative wants to come see the additional damage, the repair process could be delayed from 2 – 5 business days. Be mindful that any additional parts found to be damaged will have to be ordered and that can lead to another delay (based on availability).
What is a deductible?
A deductible is like a “co-pay” on health insurance. It is a portion of the repair bill that is not covered by your insurance policy. The amount is determined by your insurance policy and is first set when you first purchase your insurance. Deductibles are commonly $100, $250, $500 and $1,000.
When and where do I pay my deductible?
Your deductible is paid directly to Dorn’s at the time of completion. The insurance company pays us for the work performed minus your deductible.
Can you save me my deductible?
No. And neither can any other repair facility as it is illegal in Virginia. Your insurance policy is a contract between you and your insurance carrier. It specifically outlines what is covered by insurance and what is going to be your financial responsibility. Falsely manipulating an insurance claim to advance one party’s interest is unethical. Be wary of a repair shop that offers to “cover your deductible”.
What is the difference between collision insurance and comprehensive insurance coverage?
Collision insurance and comprehensive insurance may vary. Generally, collision insurance covers damage to your vehicle caused by a collision with another object. Comprehensive insurance covers damage to your automobile from incidents such as vandalism, theft or glass breakage. It is generally a good idea to periodically review your policy and ask your insurance agent what exclusions are in your policy.
Will my insurance rates go up after an accident claim?
Your rates may or may not go up depending on who is at fault, and the type of loss; also your driving history may influence a rate increase. Your insurance agent or customer service representative can assist you in determining the impact of a given claim on your own policy premium. The amount of the repair-plan/estimate is generally not indicative to a rate increase or cancelation.
Is it hard to match the color of my paint?
Almost every vehicle color can be matched by utilizing technology and craftsmanship. Dorn’s employs highly skilled refinish professionals who are factory trained using state-of-the-art equipment to assure colors are matched to manufacturer’s standards. Dorn’s uses the following steps to ensure your satisfaction with the color match. 1. Your vehicle has an information label that includes a paint code. This code identifies the color of your car. 2. Our computerized paint-mixing system includes the standard color for your car and known variants. The database of known variants is important because in the vehicle manufacturing process there is some variability (such variations typically occur between paint lots or between factories). We check for the best match among these base colors and their variants. 3. A perfect match usually cannot be obtained by tinting alone. 4. Blending is used to transition the freshly painted finish into the original. Between tinting and blending, the color match area becomes completely invisible. (Some carriers do not pay for this service.)
What about my personal belongings?
Before dropping off your vehicle, we recommend that you remove your personal belongings or anything of value. Our insurance covers damage to your vehicle as a result of fire, theft, or even employee error, but it only covers the vehicle and its factory installed parts. Consequently, we do not assume liability for other items that you choose to leave in your vehicle. Even though our team is comprised of very honest and ethical people, they often remove interior parts to gain access to the damaged area or to protect the interior from damage. One misplaced item can cause a lot of frustration and we value your good opinion of us.
Does Dorn's repair my kind of vehicle?
Dorn’s skilled technicians are trained to repair all makes and models of vehicles, foreign and domestic. We also have technicians who specialize in certain makes of vehicles; having factory-certified technicians for European vehicles and also specially-trained technicians for Asian vehicles.
Will Dorn's guarantee their work?
Dorn’s gives a lifetime warranty for every collision repair that we do. Will Dorn’s repair my car as good as new? At Dorn’s we believe in the “invisible” repair. We repair your vehicle to meet or exceed all manufacturer repair standards. This allows us to offer our lifetime warranty.
What will it cost me?
If you are filing an insurance claim with your insurance company you will be responsible for the price of your deductible, any repair operations not covered by your policy or betterment. If you will be paying for your repairs yourself, an estimate will be provided to you after we have the opportunity to assess the damage on your vehicle and explain the repair process to you.
What makes Dorn's different from other body shops?
Dorn’s is Richmond’s premier auto repair facility for over 48 years. We specialize in Insurance Claims Handling; “One Call Does it All”. We work with your insurance company so your claim is expedited in the most efficient manner. Dorn’s gives a lifetime warranty for every repair we do. We offer fast friendly quality repairs that are guaranteed! At Dorn’s we pride ourselves in ensuring that all of our collision technicians are certified and have continuing education. Our technicians are certified in: Structural correction Welding Mechanical Brakes Wheel Alignment Refinishing
Will Dorn's coordinate a rental car for me?
Yes. We have HERTZ Local Edition on-site and they will upgrade all Dorn’s customers free of charge. They can also direct-bill your insurance carrier.
What is On Board diagnosis?
This is where we connect a computer to your vehicle to determine the fault code in a computer controlled system. (Sometimes they have multiple fault codes) This requires the technician to first diagnose the issue in order to properly follow the manufactures requirements to repair the core problem. This can sometimes take several hours following pre-defined flow charts.
What is a 30-60-90 mile service plan?
Most vehicles require preventative maintenance in these mileage intervals. (Including many smaller preventative maintenance inspections every 7500 miles) This is due to many factors, one being that these parts or components need to be replaced or inspected before they fail, and if not catastrophic damage can occur internally and chances of repair or breakdown are greatly reduced. This will only significantly increase your costs and in most cases void your warranty. With regularly scheduled maintenance you decide when to bring your vehicle in our facility. Breakdowns are never convenient.
Are there different types of brake parts?
Some service centers will sell you a “lifetime warranty” on the brake pads but this does not cover the labor or any other components which can be a significant amount later on. At Dorn’s we only install the best brake components that will last many years to come and generally do not cause any other components to fail prematurely. Learn more about when to replace your car’s brakes by asking one of our certified repair advisors.
What is a four wheel alignment?
In its most basic form, a wheel alignment consists of adjusting the angles of the wheels so that they are perpendicular to the ground and parallel to each other. The purpose of these adjustments is maximum tire life and a vehicle that tracks straight and true when driving along a straight and level road and to maximize fuel economy. Wheel Alignment is often confused with Wheel Balancing. The two really have nothing to do with each other except for the fact that they affect ride and handling. If a wheel is out of balance, it will cause a vibration at highway speeds that can be felt in the steering wheel and/or the seat.
Are your technicians trained to repair my car?
Our technicians receive numerous hours of training on most all makes and models. Because the collision division repairs so many different types of vehicles our ASE Master and ICAR trained technicians have years of experience and understand the complexities of today’s vehicles.
Can I get a discount for having collision repair services done at the same time?
Absolutely. Our work authorization has a section that you can fill out requesting different services that we offer in Service, Detail and Transport. Or simply contact the service department directly. We give our collision clients a discount on most of these repairs. This is very convenient for you as most customers already have a rental vehicle and there is no need to have to take the vehicle out of service twice.
Can you bill my extended warranty program?
Yes. We honor most extended warranty programs and we would be happy to inquire for you in advance.
What is emergency towing?
This is where we are called by the police to remove a vehicle that is considered a hazard, or been involved in an accident or the driver did not meet all of the requirements to be eligible to legally operate a motor vehicle. Our Transport dept has 30 minutes (in most cases) to be on scene 24 hours a day 7 days per week. These are pre-negotiated rates.
What are the nighttime payment terms?
Nighttime payments are cash only as the driver typically cannot process a credit card and we do not accept personal checks at that time.
What do storage changes include?
Storage is basically “ground rental” and the liability we have when accepting your vehicle on our property.
Will my insurance company cover this towing charge?
In most cases the carrier responsible will pay for the full towing and storage fees involved with your claim. Some companies however try to “transfer” the cost to the owner. Traditionally this involves making a call to your agent or supervisor and usually it can be resolved quickly. Ultimately, you as the vehicle owner are required to pay for these services.
If the police towed my vehicle why should I have to pay for it?
As the owner of the vehicle you are required to pay for any and all costs associated with the transport/removal of your vehicle.
Why do you need the exact weight and dimensions of my equipment in order to move it?
Because of different state and local requirements, sometimes we must obtain permits that allow us to move vehicles/equipment that is overweight and over-dimensional to be legal to transport over the road system. When placing a transport request with our dispatcher, any and all information you can provide will insure that the process goes smoothly without interruption or delay.
Are you available 24 hours/7 days a week?
Yes. Our Transport division is always open.
Can you go into all shipping ports?
Yes. Contact one of our dispatchers who can help you with all of the ports we are certified to enter.
Can you perform dealer exchanges?
Yes, we exchange or “DX” vehicles all over the country.
What is Price per Pound recovery?
Price per Pound is a pricing and technical methodology we use on all recoveries. It factors in the weight, risk and other criteria involved in order to simply and accurately determine the cost of recovery. Wreckmaster Inc. designed and developed Price Per Pound for the towing and recovery industry many years ago.
Can you transport large tractor trailers?
Yes. We move tractor-trailers locally or individual components nationally.
804-746-3928
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