Frequently Asked Questions
When will my repair be completed?
Repair time depends on the extent of the damage, parts availability, insurance approval, and whether additional damage is discovered after the vehicle is disassembled. Once the repair plan is confirmed, we will provide an estimated completion date and keep you informed if anything changes.
What is a supplement?
A supplement is an addition or revision to the original repair estimate. It may be required when hidden damage is discovered after repairs begin or when additional parts or repair procedures are needed.
For insurance repairs, we submit the supplement to your insurance company for review and approval. Supplement approval and parts availability may affect the repair timeline.
What is a sublet?
A sublet is a portion of the repair completed by a qualified outside specialist. Examples may include wheel alignments, mechanical repairs, glass replacement, paintless dent repair, scanning, or safety-system calibrations.
We coordinate the work and include it as part of the overall repair.
What is the difference between OEM and aftermarket parts?
OEM stands for Original Equipment Manufacturer. OEM parts are produced by or for your vehicle’s manufacturer and are designed to meet the original factory specifications.
Aftermarket parts are produced by third-party manufacturers. Their fit, finish, warranty, and availability can vary.
For insurance repairs, we follow the parts selection authorized by your insurance company. For customer-pay repairs, the customer makes the final decision. Parts selections may need to be revised if a part is unavailable or backordered. We will discuss any necessary changes before proceeding.
Do I have to use my insurance company’s preferred repair shop?
No. In Alberta, you generally have the right to choose where your vehicle is estimated and repaired. Your insurance company may recommend a preferred repair facility, but you can tell your adjuster that you have selected Macleod Trail Collision Centre.
When do I pay my deductible?
Your deductible is paid to Macleod Trail Collision Centre when repairs are complete and you pick up your vehicle. The deductible amount is determined by your insurance policy.
Can you match my vehicle’s paint colour?
Yes. We use professional colour-matching equipment, manufacturer paint codes, colour variants, and spray-out testing to achieve an accurate match. When necessary, paint may be blended into an adjacent panel to create a seamless finish.
Is the repair work guaranteed?
Yes. Our collision repairs are backed by a written lifetime guarantee for as long as you own the vehicle.
Do you provide rental cars or courtesy vehicles?
If your repair is being handled through insurance, we can arrange a rental vehicle on your behalf, subject to your insurance coverage.
For customer-pay repairs, we can connect you with the Enterprise location we work with. Rental costs are the customer’s responsibility.
Courtesy vehicles are limited and assigned based on availability and individual repair circumstances. Priority may be given to customers experiencing exceptional, extended delays, such as delays caused by backordered parts. Courtesy-vehicle availability cannot be guaranteed.
We can also arrange an Uber ride, subject to applicable charges, or schedule our shuttle service in advance.
What are backordered parts, and why can they delay my repair?
A backordered part is a required part that is temporarily unavailable from the manufacturer or supplier. Backorders may be caused by manufacturing shortages, high demand, shipping delays, limited inventory, or supply-chain disruptions.
Unfortunately, estimated arrival dates for backordered parts can change and are outside the collision centre’s control. We continue checking availability and will keep you updated as information becomes available.
When appropriate, we may discuss alternative parts with you or your insurance company. However, substitutions cannot be made without approval, and some repairs cannot be safely completed until the correct part arrives.
When do I need a police damage sticker?
In Alberta, a collision must be reported to police when the combined damage to all involved vehicles and property appears to be $5,000 or more. Once the collision has been reported, you will receive a police damage sticker or digital damage-sticker approval.
Sometimes the original estimate is below $5,000, but additional damage is discovered after the vehicle is disassembled. If a supplement increases the collision-related repair cost beyond the reporting threshold, we will let you know that the collision must be reported and a damage sticker obtained before repairs can proceed.
A collision must also be reported if:
-Anyone is injured
- A vehicle is not drivable
- It is a hit-and-run
- A driver cannot provide a valid driver’s license, registration or insurance
- Public property or a traffic-control device was damaged
Damage stickers are not required for vandalism damage.
If there are no injuries and the vehicles are drivable, you can report at a police district office. Some eligible collisions can also be reported through Alberta’s Report My Collision website. Once an online report is approved, the digital damage sticker can be shown to your insurance company and collision centre.
Alberta collision centres cannot complete more than $5,000 in collision-related repairs without confirmation that the collision has been reported.
What repairs will affect my CARFAX report?
A repair or damage incident may appear on a CARFAX Canada report when information is provided by an insurance company, police department, collision centre, dealership, glass company, auction or another participating source.
Records may include:
- Collision damage and repairs
- Insurance claims and repair estimates
- Police-reported collisions
- Hail, vandalism and weather-related damage
- Glass repairs or replacement
- Theft-related damage
- Completed body repairs
- Structural or frame damage
There is no universal minimum repair cost before something can appear on a CARFAX report. In some cases, an estimate, insurance claim or police report may create a damage record even if the customer decides not to complete the repairs.
Routine maintenance and mechanical work may also appear, but these are normally listed as service records rather than accident or damage records.
CARFAX Canada receives information from many different sources. Not every source reports every event, and information may be added after the repair has been completed. For these reasons, we cannot guarantee whether a particular estimate, claim or repair will appear on your CARFAX report.
