Frequently Asked Questions

Question 1

What do I need to know in the event of an accident?

Accepted Answer

Contact Philip Thearle's Autowerks at 8809 Mission Gorge Rd., Santee for assistance with your accident repair needs.

Question 2

I see all those expensive imported automobiles… Do you fix my kind of car?

Accepted Answer

In our early years in the 1980s, we specialized exclusively in Mercedes-Benz, BMW, and Porsche. As we grew, we expanded to include Volvo, Saab, Audi, Aston Martin, Land Rover, Jaguar, and eventually the big three from Japan — Lexus, Acura, and Infiniti. Over time, we received enough feedback from our high-end clients complaining that we were turning away their 'normal' cars and trucks that we developed specialized teams to accommodate all vehicles. The good news for our customers is that we maintain only one standard of quality — excellence.

Question 3

Do you get along with my insurance company?

Accepted Answer

We generally do. We've enjoyed long-term relationships with the majority of major insurers, and every one of them will cover the cost of restoring your car to true 'pre-accident' condition — without unnecessary hassle. For the others, we negotiate firmly on your behalf to ensure you receive exactly what you deserve.

Question 4

Who should write the original estimate?

Accepted Answer

Philip Thearle's Autowerks can provide the original estimate for your collision repair.

Question 5

I'm being directed to another shop by the insurance company… What are my legal rights?

Accepted Answer

You have the legal right to choose your own repair shop. Philip Thearle's Autowerks has never charged a customer for any item we were unable to negotiate. We offer a lifetime limited warranty on our repairs.

Question 6

What about a rental car?

Accepted Answer

We work with Enterprise for rental car services during your vehicle repair.

Question 7

Do I still have to chase around and get three estimates?

Accepted Answer

No, you don't need to get multiple estimates. Give us a call and we can handle your repair estimate needs.

Question 8

The responsible party wants to pay for the damage 'out-of-pocket.' What should I do?

Accepted Answer

You should exercise caution, not only because these are often the first words out of an uninsured motorist's mouth, but also due to the difficulty of accurately assessing damage without disassembling and disabling your car. Most insurers want to inspect the vehicle before disassembly, creating a 'catch-22' situation. Under the terms of your contract, you must notify your insurer to protect yourself in case negotiations with the responsible party take an unexpected turn once the actual cost of repairs is determined.

Question 9

Why do estimates for the same damage vary so much?

Accepted Answer

Most estimates are an illusion, primarily because the true cost of repairs cannot be determined until the car has been disassembled and the full extent of the damage thoroughly documented. Sometimes, if a repairer senses that you are 'shopping around,' they may understate the damage to secure the job. Others may account for every possible eventuality, potentially inflating the scope of the project beyond what is actually necessary.

Question 10

Can you explain the 'deductible' portion of my policy?

Accepted Answer

An insured pays their deductible directly to us at the completion of the repairs, and prior to delivery. This is a non-issue for claimants.

Question 11

What do the terms 'betterment' and 'depreciation' refer to?

Accepted Answer

Betterment and depreciation are insurance terms that may apply to certain repair situations. Contact us for specific details about how these terms may affect your repair.

Question 12

I am the insured in this matter… Can you 'save' or 'shave' my deductible?

Accepted Answer

Never—and neither can any other honest repairer. The deductible is a fundamental part of the legal contract with your insurance company. Attempting to waive or reduce it sends a signal that you are willing to disregard the terms of your contract. In an industry where profit margins are frequently below five percent, an unethical repairer may find ways to recoup that money elsewhere. If the repair were unsatisfactory, who could you then turn to? It's a risk no one should take.

Question 13

What are O.E.M. Parts?

Accepted Answer

O.E.M. (Original Equipment Manufacturer) parts are supplied directly by the manufacturer to the car maker, who then assembles these components into the finished vehicle. Using O.E.M. parts ensures a precise fit, proper functionality, and consistency with factory standards.

Question 14

What are 'aftermarket' parts, and how do they differ from originals?

Accepted Answer

Aftermarket parts are typically manufactured independently, often offshore, without any connection to the original manufacturer. In the industry, they are sometimes called 'replicas,' 'knock-offs,' or other less flattering terms. Historically, concerns have existed regarding fit, finish, and corrosion protection. Some insurers now specify their use in client policies, leaving consumers with two options: accept them as-is or pay the difference to upgrade to O.E.M. parts. As always, reading the fine print is critical, because in our experience, the original is still the best choice.

Question 15

What are 'LKQ' parts?

Accepted Answer

We're talking about 'used,' 'junkyard,' 'experienced,' or 'pre-owned' parts. Any way you slice it, they can offer a better solution than aftermarket parts. The challenge lies in sourcing quality, comparable parts with a 'same year or newer' status in a timely manner.

Question 16

So, why should I choose Philip Thearle's to repair my car?

Accepted Answer

We have been in the business for over twenty-five years and have successfully completed nearly fifty thousand repairs. Our many customers, dealer partners, and trusted insurance companies hold us in the highest regard. We are well known throughout Southern California for consistently producing the highest-quality finished product available. Simply put—why settle for anything less than the best?

Question 17

Everyone says they are 'the best'… Who else believes in you?

Accepted Answer

The most profound answer is that our satisfied customers provide the majority of our new and return business through word-of-mouth, a phenomenon that has fueled our growth. We have been exclusively referred by Cunningham BMW for over 20 years and are the preferred provider for Bob Baker Lexus, Toyota of El Cajon (Santee location), and many independent repair shops. The Automobile Club of Southern California (AAA) and Allstate Insurance Company frequently rate us #1 based on their published Customer Satisfaction Index (C.S.I.) scores among San Diego County preferred providers. We are also a preferred provider (P.P.O.) for A.I.G. Private Client Group, Unitrin, and E-surance.

Question 18

What about my personal belongings?

Accepted Answer

For your comfort and privacy, we always encourage customers to remove anything of value when dropping off their vehicle for repairs. We provide bags, trash cans, and staff assistance if needed. Some projects may require a visit to a dealership or an outside resource, which means your vehicle may temporarily be out of our supervision. Regardless of how perfect or timely the repair, your experience can be negatively affected by the absence or mishandling of personal items left in the car. Our relationship with you is too important to risk compromising, and we always aim to honor the trust you place in us. Thank you for your understanding.

Question 19

How long will the repairs to my vehicle take?

Accepted Answer

In the past, the typical metric used by insurers and repair shops was '$1,000 worth of repairs per week.' Today, the modern standard is based on an agreement regarding the number of hours a repairer commits to your vehicle, often ranging from 3 to 4 hours per day. We frequently exceed these standard benchmarks once certain variables have been addressed: the car has been fully disassembled, an accurate estimate and repair plan has been produced, and the arrival date for all parts has been confirmed. Only then can a repair facility provide a credible projected delivery date. While we have developed a unique methodology to streamline and expedite parts procurement, we remain dependent on manufacturers and their distributors.

Question 20

How does the payment process work and what are your business rules?

Accepted Answer

Contact Philip Thearle's Autowerks for details about our payment process and business policies.

Question 21

How long does a typical dent repair take?

Accepted Answer