Frequently Asked Questions

We have put together a list of the most frequently asked questions relating to accident repair work. If you can’t find the answers here, give our reception staff a call and they will almost certainly have the answer!

Q How long will my vehicle be in for repair?

The repair time will vary depending on the damage on the vehicle.
If your vehicle has been estimated and authorised prior to repair we will contact you with an estimated completion date within 72 hours of your vehicle arriving onsite, alternatively if your vehicle is recovered into us we will contact you with an estimated completion date once the vehicle has been estimated and we have received authority to proceed with repairs. We will keep you advised of progress throughout the repair as soon as we have an update for you.

Q Why would you have my vehicle for several weeks?

This would be unusual, but the main reason that we may have your car for longer than expected is the supply of required parts. This is an industry wide problem and unfortunately it is out of our control, we will contact you if your vehicle repair is affected by a back ordered part with as much information as possible.

Q Do I need to chase the progress of my vehicle?

No, a member of our team will contact you throughout the repair process as soon as we have an update on the progress of the repair, if you require an urgent update prior to us contacting you please e-mail update@jamesalpe.co.uk or send a Whatsapp message to 07538 753014

Q Will you ring me on completion?

Once your vehicle repairs are completed, we will contact you to arrange the return of your vehicle. If you require a delivery back, this may be up to 48 hours after completion.

Q What is my excess for and when do I pay it?

The excess is the amount chosen when you take out your insurance policy and will be stated in your documents, the insurance pay the balance of the repair to us less the excess amount. The excess is payable to us on the completion of the repairs before collection or delivery.

Q What if I am VAT registered?

If you are VAT registered and your vehicle is registered to your company you will be required to pay the VAT element of the repair on completion of repairs along with any applicable excess. The insurance company will pay us the invoice amount less the VAT and Excess.

Q Is your work fully guaranteed?

Yes, our work is guaranteed for the lifetime of the vehicle up to you no longer being the owner, however, parts are covered in accordance with manufacturer guarantees.

Q Do you provide courtesy cars?

We have courtesy cars available for our customers, terms and conditions apply.

Q Do you valet my vehicle on completion of repair?

We carry out a service wash and vacuum on completion of repairs, if you require further valeting services please speak to our reception team who can quote you a price.

Q Can you carry out additional repair work not related to my accident?

Yes, we can, your vehicle will be appraised when it arrives on site by one of our qualified Vehicle Damage Assessors, if they find any none accident related damage to your vehicle we will contact you with a quote and you can decide if you would like to go ahead with additional repairs while your vehicle is on site. Alternatively if you are aware of any additional damage to your vehicle please mention this to one of our Administration team when we contact you to arrange a vehicle estimate and we can provide a price prior to your vehicle coming on site.