FAQ
WHAT TO DO IN THE EVENT OF AN ACCIDENT
I’VE BEEN IN AN ACCIDENT. WHAT DO I DO NEXT?
1. SAFETY FIRST
Stop immediately but do not obstruct traffic. If possible, move your vehicle out of traffic and turn on emergency lights. Then stand a safe distance away while you talk to the other driver or wait for help.
Are you injured?
Double check yourself and others around you to make sure no one is hurt. An accident can cause injuries that are not noticeable right away. Call for medical help right away if you or other party is injured.
2. CALL THE AUTHORITIES
Call the police, especially if there has been substantial damage or anyone is injured or acting confrontational. Make sure to take down officer’s name, contact information, and police report number so you can follow up.
3. EXCHANGE INFORMATION
Secure names, phone numbers, addresses of other drivers, witnesses, and injured persons; as well as license plate number, driver license numbers and insurance information of party involved in collision. Don’t argue over who is at fault or admit blame.
4. RECORD THE SCENE
Take several photos of scene of accident or draw a diagram showing car’s position.
5. CALL OUR REPAIR FACILITY!
We can assist with filing a claim, towing your vehicle, and answer any collision related questions.
Lexus of Pembroke Pines Collision Center: (954) 443-2770
Lexus of North Miami Collision Center: (786) 528-3926
We will guide you through the next steps of getting your vehicle repaired quickly and safely.
6. REMAIN CALM, YOU’RE IN GOOD HANDS!
Click here to find out your legal responsibilities in the event of a collision, according to the state of Florida.
TOWING
MY CAR ISN’T DRIVABLE; CAN I GET IT TOWED TO YOUR SHOP?
Yes! Give us a call during business hours and we will get everything set up for you and arrange a tow truck to pick up your vehicle.
If it is after hours, the tow truck driver can leave it in our parking lot and leave keys and information in a drop box located by our front door. Please make sure to call the next morning to confirm vehicle is at the facility.
DO I HAVE TO PAY FOR THE TOW?
If you are going through insurance, the tow bill will be billed directly to them. If you decide to pay out of pocket for repairs, it will be added to the final bill and due at the time the repair is complete.
WHEN WILL THE TOW TRUCK DRIVER BE ABLE TO PICK UP MY VEHICLE?
As soon as we take your information over the phone, or by filling out the TOW FORM, we will contact the tow truck driver who will then call you to schedule a pick up time for your vehicle that is convenient for you. The tow truck driver will need the keys to the vehicle.
DO I HAVE TO CALL MY INSURANCE COMPANY FIRST TO TOW THE VEHICLE?
No need. We can tow the vehicle for you and put you with an advisor that can help you file the claim and answer any questions you may have.
HOW CAN I TELL IF MY CAR IS NOT DRIVABLE/ NOT SAFE TO DRIVE?
• If there are any major pieces hanging off the car (example: bumper)
• If headlights are not working
• If there has been direct impact to the wheel affecting the normal drive of vehicle
• If side mirror is hanging off or missing
RENTAL CARS
HOW CAN I GET A RENTAL CAR?
Once you have visited our location and filed a claim, check with the claim representative from your insurance company to see if you are covered for rental. If so, they can make a reservation for you with Hertz or Enterprise.
CAN SOMEONE DROP ME OFF AT THE RENTAL LOCATION?
Yes! Once you have arrived at our location and spoke to an advisor or customer service specialist, we can call Enterprise to come and pick you up from our location. If they are unable to, we can drop you off at the closest Hertz or Enterprise to our location if our porter/valet person is available. There might be a little bit of a wait but we will find a way to get you there.
HOW MUCH DO I HAVE TO PAY FOR RENTAL?
We cannot determine how much you will pay for rental. It is up to your insurance company to determine how much they will pay, as well as the rental car location to determine how much they will charge. Please note: requesting for a bigger vehicle may cost you additional as most insurance companies will not cover for upgraded vehicles. Please ask your insurance provider for more information.
WHAT IF MY RENTAL COVERAGE EXPIRES BEFORE MY REPAIRS ARE FINISHED?
If your rental coverage expires, please speak to your insurance company adjuster for an extension. We do not pay for rentals at either location, as there may be some vehicle delays we are not responsible for such as:
• Additional supplements/time delay on supplement completion by insurance company.
• Delay in signed repair order.
• Manufacturer parts on back order.
• Large repairs requiring more than 30 days to work on vehicle.
Please note: If you are going through your own insurance company and have rental coverage for up to 30 days (determined by insurance company), insured’s rental coverage of 30 days does includes weekends whereas repair shops are only opened Monday through Friday for repair work, meaning we do not work on vehicles Saturdays and Sundays. If the shop is working on a large repair (40+ body, paint, and mechanical hours combined), it may be in your best interest to turn in your rental on Friday and pick up a rental again on Monday to save 2 days on your rental, which will extend rental coverage. Please see body shop manager for further clarification.
ESTIMATES
HOW DO I GET AN ESTIMATE?
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. Use the links below to start the estimate process.
If you would prefer to bring your vehicle in, please contact us at either of our locations and make an appointment.
DO I NEED MORE THAN ONE ESTIMATE?
No, it is up to you to decide how many estimates you would like and if you want to discuss the repairs with more than one shop. If you have selected a shop, have your insurance company deal directly with them.
WHERE DO I GET A CLAIM NUMBER?
Claim numbers are issued by your insurance company at the time you report your accident. Just jot it down and bring it in with you when you come in to begin the repair process, we will do the rest.
I ALREADY HAVE AN ESTIMATE FROM MY INSURANCE COMPANY, WHAT DO I DO NEXT?
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.
WHY IS YOUR ESTIMATE HIGHER THAN ANOTHER ONE I RECEIVED?
There will be times when estimate prices differ. In this case please bring it in to us to go over where the differences are. It could be that some damage wasn’t seen by the other shop. We try to include all damage in our initial estimate in order to prevent a supplement and get your vehicle back to you quicker.
THE REPAIR PROCESS
WHAT IS THE DIFFERENCE BETWEEN A LEXUS CERTIFIED COLLISION CENTER AND OTHER BODY SHOPS?
Lexus Certified Collision Centers demonstrate a commitment to excellence in collision repair professionalism, repair quality and customer satisfaction by meeting Lexus’ industry leading standards for certification. Key standards include: A third party customer service monitoring system to ensure your repair experience is exceptional, Lexus-trained managers and technicians who have the knowledge and expertise to repair your Lexus right, and repair facilities that are equipped with the right tools and equipment.
CAN I HAVE MY VEHICLE REPAIRED AT THE SHOP OF MY CHOICE?
Yes, it is your responsibility, and your right, to choose who will repair your vehicle. Also, 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.
WHAT STAGES DOES MY VEHICLE GO THROUGH TO GET REPAIRED?
Your vehicle goes through several different stages to ensure Lexus repair standards.
AREN’T ALL COLLISION REPAIR TECHNICIANS TRAINED?
All repair technicians are not equally trained. Just as there are various levels of training and expertise in most professions, collision repair technicians can achieve the pinnacle of professional training by becoming Lexus Certified. Lexus Certified Technicians complete hours of hands-on training and must pass rigorous exams through both Lexus and the National Institute for Automotive Service Excellence (ASE) to achieve and maintain their certification. By providing you with the highest quality collision repair and when using only Lexus Genuine Parts in the repair of your vehicle, your satisfaction is guaranteed.
WHAT IS THE ADVANTAGE OF STATE-OF-THE-ART TOOLS AND EQUIPMENT?
Lexus Certified Collision Centers are equipped with the latest repair equipment and tools that enable our certified technicians to adhere to Lexus recommended repair procedures.
HOW LONG WILL THE REPAIRS TAKE?
We calculate the length of repairs by adding the total number of hours (body, paint, and mechanical) and dividing it by 3 hours a day. That would give us an approximate amount of business days that would be reasonable to fix your vehicle. This may be altered if there is a supplement on the vehicle or if there are any other unforeseen delays.
WHAT IF I WANT TO KEEP MY VEHICLE AFTER IT IS TOTALED?
You have the right to retain ownership of the vehicle, however the amount of the settlement may be reduced by the salvage value.
WHY WOULD I WANT TO USE LEXUS GENUINE PARTS – AREN’T ALL COLLISION PARTS PRETTY MUCH THE SAME?
Lexus Genuine Parts are designed to meet defined quality, safety and appearance specifications that may not be replicated on imitation parts. Because of this, Lexus does not support or recommend the use of imitation parts. Lexus vehicle factory warranties transfer when Lexus Genuine Parts are utilized in the repair process. Protect yourself and the value of your vehicle by insisting on Lexus Genuine Parts
WHAT KIND OF PARTS WILL BE USED ON MY VEHICLE?
There are three types of parts that can be used and if you go through insurance it will be determined through your company’s policy. By law, a vehicle five years within the year it was manufactured must use OEM or Reconditioned parts on the vehicle. If your vehicle is more than five years old it is possible to use Aftermarket or Salvage parts. Your insurance company will tell us which to use.
OEM (Original Equipment Manufacturer) Parts: These are brand new parts directly from the manufacturer of your vehicle. They are the most expensive and contain a warranty if any problems should arise.
Reconditioned Parts: These are OEM parts that have been damaged and repaired back to factory specifications.
Aftermarket Parts: These are new parts that are developed by a company other than your vehicle’s manufacturer. These are similar to OEM parts and still carry a warranty but are generally cheaper. Many aftermarket parts carry a certification by CAPA which helps ensure the integrity and basic quality of the part. If a situation arises where the part does not align properly or appear identical to the original part then it will be returned and a different part type will be used. We always puts the safety and condition of your vehicle ahead of price. You can rest easy knowing we will not place aftermarket parts on your vehicle in order to achieve an inexpensive repair.
Salvage Parts: These are used OEM parts usually taken off totaled vehicles from a salvage yard. This is generally the cheapest option.
DO YOU HAVE A LIFETIME WARRANTY ON YOUR REPAIRS?
Yes! You have a lifetime warranty on the vehicle for as long as you own the vehicle.
Learn More
HOW LONG IS LIFETIME WARRANTY VALID FOR?
The Lifetime Warranty is valid for as long as you own the vehicle.
Learn More
AREN’T ALL COLLISION REPAIR TECHNICIANS TRAINED?
In our facility, we send our technicians to training very often every year to keep up with our ever changing industry and new technological advances. Some body shops might hire technicians who have not learned the trade in the professional manner, more based off older ways on how to repairs a car.
I PICKED UP MY VEHICLE BUT NOTICED SOMETHING WRONG AFTER I GOT HOME, WHAT SHOULD I DO?
We do everything in our power to ensure your vehicle is back to pre-accident condition as your vehicle leaves any one of our shops. 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. We warranty all of our work and will fix any issues that arise. If it turns out to be something the insurance company needs to be brought in on we have procedures in place to get everything taken care of.
INSURANCE
WHERE DO I GET A CLAIM NUMBER?
Claim numbers are issued by your insurance company at the time you report your accident. Just jot it down and bring it in with you when you come in to begin the repair process, we will do the rest.
THE OTHER INSURANCE COMPANY SAYS MY CAR IS A “TOTAL LOSS”. WHAT DOES THAT MEAN?
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.
HOW IS THE ACTUAL CASH VALUE (AVC) DETERMINED?
The insurance company will assign an appraiser to inspect the vehicle to determine its condition prior to the accident, or in some instances allow the repairer to make the determination. They may use a vehicle evaluation service or the newspaper to determine pre-accident value. The owner should also determine the value independently.
IS THE ACTUAL CASH VALUE (AVC) NEGOTIABLE?
Sometimes. If you feel the ACV offered by the insurance company is too low, then you are obligated to prove this either through documented receipts of vehicle enhancement or written statements by qualified experts to determine the proper value.
WHAT IS SUBROGATION?
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.
PAYMENTS
WHAT METHODS OF PAYMENT DO YOU ACCEPT?
We accept Visa, MasterCard, Discover, and exact cash. We DO NOT accept American Express, personal or business checks.
WHAT IS A DEDUCTIBLE AND HOW DO I KNOW IF I HAVE ONE?
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.
WHO DO I PAY MY DEDUCTIBLE TO?
It will be your responsibility to pay Lexus of Pembroke Pines or Lexus of North Miami.
WHEN DO I PAY MY DEDUCTIBLE?
Your deductible will be collected when the vehicle is complete and you are ready to pick up your vehicle.
CAN THE SHOP HELP BURY MY DEDUCTIBLE?
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.
POST-REPAIR CARE
I HAVE A CONCERN, CAN I DISCUSS THIS WITH MY ADVISOR?
Yes, please feel free to give us a call and speak to either your advisor or the manager. If need be, we can then schedule an appointment for you to come by so that we may address your concerns.
WHEN CAN I WASH OR WAX THE EXTERIOR OF MY VEHICLE?
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.
CONSUMER EDUCATION
KNOW YOUR RIGHTS!
If you have had an auto accident and submit a claim to your insurance company, you should know that:
1. You have the right to choose a repair shop to fix your vehicle.
Once you’ve informed the insurance representative that you selected a repair facility, they should not try to influence you to take it somewhere else.
2. You have the right to have your vehicle repaired to its pre-accident condition.
Your insurance company is required to assume all costs necessary to repair your vehicle to the way it was before it was damaged.
3. You should consult with the collision repair professional of your choice to determine the appropriate repair plan for you vehicle.
Collision repair professionals have the knowledge and technical expertise to know which parts, materials, and repair procedures are necessary for the proper and safe repair of your vehicle. Armed with this information, you will be in a better position to make sure you receive what you are entitled to from your insurance company.