Frequently Asked Questions

Sullivan Brothers Collision can answer any questions you may have regarding collision repair in Kingston, MA

Where do I get a claim number?




Claim numbers are issued by your insurance company at the time you report your accident. Bring it in with you when you come in to begin the repair process, we will do the rest.

Are you open on Saturday?

Yes, we are open from 8:00am until 12:00pm.

Will the parts be ordered before I drop off my car for repair?

In some cases we will pre-order parts if we think it will speed up the repair process. In most cases more parts are required after the dismantling process. Most parts are readily available within a day or two. So by the time your vehicle is ready for paint, parts will also be here around the same time.

If my vehicle's frame is damaged is the car a total loss?

No. A car is a total loss only when the price of repairs exceeds the insurance company's determined value of your vehicle. Nowadays, most cars are built using unibody (frame and body as one) construction. Our highly skilled technicians, with the aid of our state-of the-art computer measuring system, can return your vehicle to its original factory specifications. If it is determined that the frame section is bent beyond repair, that section can simply be replaced.

Can you match my car paint color?

Today's modern factory finishes incorporate multiple layers of highly specialized paints. We have made a major investment in the finest paint system available and constantly upgrades its technology and equipment to ensure that each vehicle's paint matches. We take special pride in our ability to match factory finishes as the final step in the restoration process.

Can I get other work done on my car while it is in the body shop?

Yes. Just let your advisor know what other work you would like done so that he or she can make the necessary arrangements.

How long will the repairs to my vehicle take?

Your advisor can give you an estimate of the time it will take to complete the repairs to your vehicle. Be sure to check with your advisor for the specifics on your vehicle.

Can I get a ride home when I drop off my car?

Yes, we would be happy to provide this service to you. We want each customer's visit to be a positive experience and will work diligently towards that goal. We provide a pickup and delivery service.

How can I get a rental car?

If you need a rental car, we do have our own fleet of cars readily available for added convenience. If we do not have one available 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.

How will I know when my car is done?

You will be notified when your vehicle is ready to be picked up. You can also check this website. You will see a message next to the last picture of your vehicle telling you that your vehicle is ready to be picked up. Feel free to call or e-mail your advisor during the repair process if you have questions or concerns.

Do I have to pay a deductible?

The amount of deductible that you will be responsible for is determined by your insurance policy. If you carry broad collision, and you were not at fault, your insurance company most likely will waive your deductible. Insurance companies determine fault by your account of the accident when you make the claim, and by reviewing the accident report filed with the police department. If you aren't sure about your deductible, you can call your agent and he can tell you whether your insurance company has waived your deductible or whether you will be responsible to pay this when you pick up your vehicle.

Who do I pay a deductible to?

If your deductible is not waived, it will be your responsibility to pay us when you pick up your vehicle. If you aren't sure about your deductible, you can call your agent and he can tell you whether your insurance company has waived your deductible or whether it will be your responsibility.

What forms of payment do you accept?

The easiest and most convenient way to pay for your portion of the repairs to your vehicle is to endorse your insurance claim check and submit it to the shop. Of course, cash and checks are always welcome.  Credit cards may be used.

What are betterment charges?

Parts that wear out and need replacement with time and use (i.e., tires, batteries, and suspension parts) are commonly subject to betterment charges when they are replaced during the repair process. These betterment charges are determined by your insurance company and are pro-rated based on actual miles on your vehicle.

Can I wash my car?


DO · Wash the vehicle by hand with cool water and a very mild car wash solution using a soft cloth or sponge. · Always use clean fresh water. · Wash your vehicle in the shade

DON'T · Do not use a commercial car wash. Stiff brushes or sponges could mar the finish and damage the surface. · Do not "dry wipe" your vehicle. Dry wiping can scratch the finish. · 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.

Do I have to take my car to where my insurance company tells me to?


No, the decision is up to you where to have your vehicle repaired. The insurance company cannot tell you where to have your vehicle repaired. It’s your car, It’s your choice.

Do I have to get two different estimates?


There is no law that requires you to get two estimates. In most insurance cases an estimate from a body shop is not necessary because the shop has to work directly from the insurance estimate when doing repairs.

Can I get an estimate over the phone?


There are too many variables involved in estimating to give an accurate estimate over the phone. You can stop by any time between 8-5:00 PM Monday through Friday & 8-12 Saturday for an estimate and you don’t even need an appointment.

What if your estimate is higher than the one from my insurance company?


Insurance companies know that there might be additional repairs and procedures necessary so they have a system for approving them. In most cases they will pay us directly for additional expenses.

Should I choose a repair shop with a lower price because the insurance company is paying?


The old phrase "You get what you pay for" is often the case when it comes to automotive collision repair. The vehicles of today are quite complex so you want to be sure that you are working with repair technicians that can restore your vehicle to its pre-loss condition.

Will my car ever be the same?


If you use a reputable repair facility, your vehicle should be returned to its pre-loss state. This includes returning the function, safety, performance and appearance of the vehicle to like new condition.

Can the shop help save my deductable?


No. There is no such thing as saving a deductible. Do you seriously believe a shop is willing to absorb $500, $1000 or $2000 ?? The only way this savings can be achieved is by taking necessary parts or procedures out of the repairs. It could cause out of pockets expenses down the road.

Do you or does the insurance company provide the warranty?

Essentially the repair facility is who provides you with the warranty. Some insurance companies will make you think you have no warranty if you don't use the shop they recommend This is not true. We stand behind all the work we do.


Sullivan Brothers Collision Center

8 Gallen Rd

Kingston, MA 02364


Monday8 AM - 5 PM
Tuesday8 AM - 5 PM
Wednesday8 AM - 5 PM
Thursday8 AM - 5 PM
Friday8 AM - 5 PM
Saturday8 AM - 12 PM
Monday8 AM - 5 PM
Tuesday8 AM - 5 PM
Wednesday8 AM - 5 PM
Thursday8 AM - 5 PM
Friday8 AM - 5 PM
Saturday8 AM - 12 PM