FAQ’s

It doesn’t matter whether you drive a Toyota or a Bentley, a sports car or an SUV. Vehicles today are complex machines. Their lightweight construction and specialized technology add fuel efficiency to the car and help protect you and your family. But they also make repairs a little more challenging and involved than the good old days. After an accident, cars must be repaired precisely, to manufacturer’s specifications, to be safe on the road again. At Livingston Collision the safety of your family is paramount, only followed by the restored value of your vehicle, its functionality, performance and appearance in no particular order. Unfortunately, today’s complex vehicles require hours of OEM RESEARCH prior to performing any assessment of your true damage. Livingston Collision is unable to offer free estimates because we want to be as accurate as possible with our first assessment, which sometimes takes an entire day or two to properly complete. Our Estimate Fee is $150.00 + 3% of the estimated value.

Most of us don’t even want to think about being involved in an accident let alone prepare for one. However, it is wise to be prepared because, unfortunately, most of us will have at least one in our lifetime. Unfortunately, this does not provide most the experience to make the proper decisions in their time of need.

Either visit us or download Livingston Collision’s “It’s Good to Know” [Brochure] review it occasionally and keep it in your glove-box in the event of an accident or to pass on to another in their time of need.

Yes! It’s your vehicle, your economic investment and it’s the safety and welfare of you and your family which is at stake. The selection of a repairer is an extremely important one! The state of New Jersey says it is your choice as to who performs your repair. Insurers may make threats or promises to “Steer” (which is illegal in N.J.) you to a repairer of their choice or make it sound as though you have no choice, not so! The choice is yours, choose wisely! Remember; “Never take advice on how to collect money from those that owe it to you!”

If you are told; “It will take longer to get your car repaired” or “cost more if you choose your own shop”, BEWARE. You are probably being steered. Statements such as “You’ll have to pay the difference out of pocket”, “We won’t guarantee the work if you take the car there,” or “We won’t pay the difference” are misleading and intended to scare and you into taking your vehicle to a repairer of the insurer’s choosing. The choice of repairer is yours, use it wisely!

Most states, including New Jersey, have consumer protection laws that require insurance companies to expedite investigations within specific time frames. Licensed insurance claims people are required to perform a proper evaluation of damages and to act in good faith with your chosen collision repair facility. Insurers are obligated to provide for the proper cost to repair or replace the damaged vehicle to place you in your pre-accident condition. You paid insurance premiums and agreed to pay a specific deductible. In effect, you’ve already paid for proper repairs. Don’t be intimidated. Steering is illegal in New Jersey, choose your own repairer, and select wisely!

Ask yourself this simple question: if you were injured in an accident and needed an attorney to represent you to be compensated for your injury, would you even consider going to an attorney the at-fault party referred you too?

There are equally compelling reasons to choose an independent, trusted repair shop that you feel confident will make sure your vehicle is truly restored to its pre-accident condition to the best of human ability.

Insurance appraisers work for the insurance company. Truly independent auto collision repair facilities work for you. They are looking out for your best interest. They will work directly with the insurance company for the proper repairs on your behalf, so that your vehicle is properly repaired and safe for you and your family.



‘Preferred’ or ‘Direct Repair Program’ (DRP) shops have a vested interest to represent the insurance company’s costs containment needs during the repair of the vehicle. They contract with insurance companies regarding the repair procedures, parts and materials in exchange for the insurer having damaged vehicles steered to them. The insurance company sets the rules, and their repair shop simply follows them to keep the insurance companies sending them more work. Better is never cheaper and cheaper is never better! These “relationships” between the insurer and their partner DRP repairer may affect the quality and thoroughness of the repair service and/or the quality and condition of the parts and materials employed. You have the right to receive safe and proper repairs that truly restores your vehicle to its pre-loss condition and value to the best of human ability. Make sure you get what you’re entitled.

The selection of a repairer will be the one most important decision you make during your repair. Ask family, friends, colleagues and local businesses you trust for a referral of a repairer who sees you as their customer (not the insurer!) and one that will provide a high-quality repair of your vehicle and back the repair with a “Lifetime Warranty”.

A dealer body shop may not be your best choice for collision repair. Because most dealerships don’t even have their own shop, they eagerly seek Direct Repair Programs (DRP) relationships with insurers to direct and steer repair work their way. This means the dealership sees the insurer as their valued customer and not the vehicle owner! Many of the highest-quality facilities in the area are not affiliated with dealerships. Your dealer generally has no unique edge in terms of technology, techniques, or parts availability when it comes to repairing your vehicle after a collision.

Rather than automatically returning to your dealer for collision repairs, we encourage you to be a careful and educated shopper when selecting a repair facility. Ask your friends, neighbors, and relatives about the experiences they have had with collision repair, and select the shop you think will provide the highest quality result.

If the insurance company recommends a shop, use extreme caution as they likely have an arrangement with the shop for discounts, concessions and other arrangements which are not in your or your vehicle’s best interest!

An ‘estimate’ or a ‘damage/repair assessment’ is a recommended listing of the repair processes, parts and materials, and their related costs, for the repair of the damaged areas of the vehicle, with a predicted total cost to perform the proposed repairs. It should be noted that additional and hidden damage is often discovered only after dismantling, diagnostics and repair processes have been undertaken. In heavily damaged vehicles it is beneficial to first remove damaged outer panels before completing an estimate of repair. This will often save time and avoidable costs (e.g. rental costs) while expediting the repair process.

No! Often insurers may try to have you take your damaged vehicle to one of their partner body shops for an estimate. This is to save the insurer the time and expense (personnel, vehicle, fuel etc.) of performing the inspection themselves. It also provides the insurer’s DRP [Direct Repair Programs] partner body shop an opportunity for them to secure your repair work.

Recent industry studies have revealed that 30 to 40% of persons making a claim do not have their vehicles repaired. Many DRP partner shops are instructed by the insurer to initially underwrite repair estimates and to only increase them when the consumer chooses their shop for repairs.

Industry studies across the country suggest that the initial insurer estimates, performed by insurer’s appraisers and their DRP partner shops represent 50%-80% or less than the actual cost of repair. Livingston Collision has found this to be true in many instances. Even if you elect not to repair your vehicle, it is in your best interest to get a comprehensive damage/repair assessment from an independent professional. Livingston Collision offers this service at a reasonable fee.

Insurers are legally prohibited, in New Jersey, from coercing or using any tactics intended to prevent you from seeking damage appraisals and/or repairs from a repairer of your choice.

If your insurer elects to inspect your vehicle’s damage, request that the insurer arrange to inspect the vehicle at your chosen collision repair shop, rather than at their drive-in claims center, or partner DRP facility. This will enable a complete and accurate assessment of all the damages and the true cost of repair.

NO! While it may be in your best interest to visit and interview a couple repairers, it is not in your best interest to waste your time, or theirs, by getting multiple estimates.

Consider this, if you get three estimates, and submit them to the paying party, care to guess which they will likely pay? If you said the cheapest you are most likely right. Some unethical repairers will intentionally underwrite your estimate to “Seize the Keys”, only to later call you with additional costs, after they have begun your repair.

You are much better off to select a repairer you feel comfortable with and allow them to assist you in ascertaining all the damages and related costs for a proper and thorough repair which restores not only your damaged vehicle, but also your piece of mind! At Livingston Collision, We Don’t Just Remove Dents, We Remove Doubts!

To make a claim, just call your insurer (their claims phone number should be listed on your insurance card) and if applicable, call the at-fault party’s insurer to request they open a claim for your damages. Contact your insurer first to ask if you are to give the other party’s insurer a statement or other information to avoid any potential problems you may encounter under the terms of your insurance policy.

Yes – Livingston Collision has a long-standing relationship with multiple rental car companies available for you to use while your vehicle is being repaired. In fact, we can arrange for you to be picked up by them when dropping your vehicle off at our facility or arrange you to be picked up at your home or business, and we can arrange pick up of your damaged vehicle at no cost to you! (Please ask for details as some restrictions may apply)

Under New Jersey law, the “customer” is defined as the individual who signs the repair authorization, and it is the “customer” who is responsible for payment of the repairs performed.

If your damages were caused by the negligence of another, Under New Jersey’s laws governing the ‘Reinstatement of Torts’, which simply means to make you whole again, or to place you in the position you were before the damage, it is the at-fault party who is responsible to you for the cost of repair or replacement of your damaged property. If you elect, you may procure the required repairs and submit the paid bill to the at-fault party for immediate reimbursement. If applicable, they can then submit the billing to their insurer for payment to you directly.

If the at-fault party has liability insurance coverage, you may, if you elect, allow their insurer to step in and indemnify (pay – make you whole) you for your loss, being careful not to allow the insurer to under repair or underpay you for your damages. You are not bound by the terms of the at-fault party’s insurance policy.

You are entitled to full compensation for your losses from the at-fault party, even if you do not get your damage repaired.

If you elect, you may make a claim under your insurance coverage whereas your insurer is contractually responsible for the proper and thorough repair or replacement of your damaged vehicle under the terms of your insurance policy and applicable coverage(s) but still, the responsibility for payment remains with you.

Note: Should you require further clarification in these regards, you are encouraged to seek legal counsel from legal professionals familiar with such issues and licensed in your jurisdiction.

In New Jersey, if you are unhappy with the handling of your claim, you can contact the New Jersey Department of Banking and Insurance (NJDOBI) to file a complaint.

• Consumer Hotline: 1-800-446-7467 (toll-free within NJ)
• Mailing Address: NJ Department of Banking and Insurance, Consumer Protection Services, P.O. Box 471, Trenton, NJ 08625-0471
• Website: www.nj.gov/dobi

On the NJDOBI website, you can obtain and submit a complaint form and access resources to assist with your concerns. Additionally, if the dispute involves your own insurer, it may be beneficial to consult with an attorney familiar with New Jersey’s first-party insurance and contract law to ensure your rights are protected and you receive a fair settlement.

Upon completion, we will provide you with an itemized billing for the repairs performed and services provided. Upon acceptance, full payment of all billings (including insurance payments and deductibles if applicable) are due upon delivery of your repaired vehicle.

Livingston Collision may accept direct payment from some insurance companies if a written commitment by the insurer is provided to Livingston Collision in advance of repair completion prior to the release of the vehicle.

Because some insurers have failed to provide prompt payment as promised, all such arrangements must be approved by Livingston Collision.

Other accepted methods of payment include cash, all major credit cards (4% Service fees apply) and verifiable checks. We reserve the right to accept cash only.

Many factors influence when your repairs will be completed including weather, performance of our suppliers as well as an insurer’s processes and procedures.

At Livingston Collision we will make every effort to repair your vehicle as quickly as possible. After all, we get paid only after the repairs are completed, however we will never compromise the quality of the repair for the sake of time!

Once we have completed your vehicle’s repair, and we have performed our quality checks check and road test (if applicable), our management staff will advise you that your vehicle is ready for delivery. Because we provide a lifetime warranty on our workmanship, we want to be assured that every process has been done to the best of human ability and avoid unnecessary delays and inconvenience.

While we will provide you regular updates and estimated completion dates, we cannot truly guaranty a specific delivery date.

LKQ (Like Kind and Quality) parts, simply put, are previously used and salvaged parts that have been removed from total loss or junk yard vehicles. They are generally auto parts originally produced by or for the manufacturer of your vehicle. The quality is generally the same as new parts but sold as used assemblies. The use of LKQ parts, if appropriate, may reduce the cost of repairs. We will advise you of the appropriate usage, if applicable. At Livingston Collision, if deemed appropriate to utilize, we will vigorously inspect all used parts for damage, or prior repairs, and reject any part that won’t pass our high-quality standards.

It depends on who you ask, according to Google: Aftermarket parts are auto parts made by companies other than the original equipment manufacturer (OEM).
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There are several types of “aftermarket parts”. There are those that are quality replacement parts for factory originals such as batteries, brakes, shock absorbers, tires etc. These products compete in the open market based upon pricing, quality in performance and product marketing.
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Then there are custom optional type products such as engine performance items, wheels, custom body parts, stereos/speakers etc. which also compete based upon pricing, quality in performance and product marketing.
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Then there are the After-market crash parts, also referred to as “Generic Parts”, “Off-Shore Sheet Metal”, “Counterfeit Parts” and other such names, which are parts that were NOT made by those who manufactured the vehicle’s original parts. Aftermarket crash parts do not compete in the open market based upon quality but are called for by insurers because they are less costly than the Original Equipment Manufacturers (OEM) parts.
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These non-original after market crash parts are not endorsed by the original vehicle manufacturers (although many dealerships use them at the direction of insurers), and such parts do not receive the rigorous engineering, development or crash-testing that the original vehicle manufacturers are known to perform.
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If your vehicle is still under the original manufacturer’s warranty, you may wish to call them to see what effect, if any, the employment of aftermarket crash parts in your repair may have on remaining warranties. If you are financing or leasing your vehicle, you may wish to call your lien holder/leasor and ask if they have a preference of replacement parts quality and then document it well, this will avoid potential problems later when confronted with the loss in value of your repaired vehicle.
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Insurers oftentimes employ the term “Quality Replacement Parts” within their computerized estimates. Of course, the term “Quality” doesn’t necessarily mean they are of high or good quality and could very well be poor quality substitutes!
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If you’re unsure of the quality of the parts, request Original Equipment Manufacturer (OEM) parts. In the experience of Livingston Collision, we have found numerous issues of concern including failure of mechanical components, poor fit and finish of body panels and trim, as well as poor paint adhesion issues. Because of these concerns, Livingston Collision cannot provide our “Lifetime Warranty” for workmanship or refinishing whereas aftermarket parts are utilized.
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Note: New Jersey law allows insurers to provide for aftermarket parts but only when they can provide independent laboratory testing results clearly documenting that the specific parts called for indeed meet manufacturer’s parts in fit, finish, function and performance. Ask your insurer for copies such testing information.

We firmly believe the choice of the parts used in a repair is that of our customer. We will use such parts but only after the customer is made aware of the potential shortcomings of such parts and only after they sign a disclosure acknowledging the selection and releasing us of any and all liabilities in the event of the failure of such parts.

Should an insurer call for such parts in an estimate of repair, we will bring such issues to the attention of our customer so they can make informed decisions as to the repair of their vehicle.

Being environmentally conscientious is everyone’s responsibility and part of being a truly Good Neighbor. At Livingston Collision we properly handle, contain and dispose of the hazardous waste generated through the repair and refinishing of your vehicle, and do so in accordance with federal, state, and local regulations.

The costs involved in the handling and disposal of these materials is costly and we assess a minimal amount per repair order to offset our costs in this regard. Most responsible insurers pay this fee without objection.

Loss of Value or Diminished Value is the difference in the market value of a vehicle without accident history and the market value of the same make and model vehicle with accident history. Unlike Depreciation, which is an anticipated and predictable loss in value incurred over time, Diminished Value is an unexpected and sudden loss in value due to a specific occurrence. This loss may be collectible as part of a property damage claim. Feel free to ask us more about your Diminished Value Claim and your rights in New Jersey.

As a result of damages sustained in a covered loss and a claim made against an insurer, the insurer is obligated to provide for either the repair or replacement of the damaged property.

Normally the insurer is given the authority to make the decision to either repair, pay for the loss in monies or replace the damaged property. Once they make the decision they are held to a level of “pre-loss” condition and/or “actual cash value” (ACV).

Should the insurer elect to repair a damaged vehicle, they owe the costs to restore the damaged vehicle to its pre-loss condition to the best of reasonable human ability.

Should the insurer elect to deem the damaged vehicle to be a total-loss, they owe to provide replacement or actual cash value of which to enable the claimant to purchase another “Like Kind and Quality” vehicle equal to that of the damaged vehicle, as it was just seconds prior to the loss. The rules of indemnification are clear in as much as what is owed is what was possessed just prior to the loss, no better and no worse.

Additionally, you may be entitled to sales tax and tag and title transfer costs in the event your vehicle is determined to be a total loss.

You may be entitled to ‘loss of use’ (temporary substitute vehicle) during the time required to make repair or seek a replacement vehicle from the at-fault party, their insurer, or as may be provided by coverage within your personal insurance policy.

YES. Vehicle owners have the right to disagree with any assessed amount of loss. Depending on the policy and state law, provisions are provided for dispute resolution. Of course before one can make a determination if the insurer’s offer is reasonable or not, they will need a valuation of their own for comparison.

The consumer should have both entities working diligently on their behalf. Unfortunately, the customer is often caught between the insurance company’s desire to minimize their pay-out, and the repair facilities need to make a reasonable profit. The consumer’s needs are all too often disregarded. Today many repair facilities (both dealerships and independents) and insurance companies have established mutual relationships referred to as “DRP” or “Direct Repair Programs” whereas the repairers concede to steep discounts and adhere to insurer’s mandates in exchange for continued referrals from the insurer.

While these mandates are intended to keep repair costs low, they may restrict proper repair techniques and/or quality parts and materials. Far too often these DRP relationships have the repair shop working for the insurer, not you, or in your best interests. In most cases it is best to seek a truly independent repairer of your own selection, (based upon recommendations from those you know and trust) who will work for you, in the proper restoration of your vehicle and its safety and reliability.

Livingston Collision works with all insurance companies; however, once your vehicle is placed in our trust, we work for you! In New Jersey, the choice of repairer is yours and yours alone. Be careful not to blindly trust others to make such important decisions with your family’s personal safety and economic welfare.

The consumer may need a comprehensive damage/repair assessment of their damages to secure full payment of their loss, (even if they do not intend on having repairs performed) and to assure that such insurance estimating activities do not short-change them in the recovery of their losses owed to them. Ask about our Comprehensive Damage/Repair Assessment Services.

An Autobody Shop is a service provider specializing in vehicle body and paint repair which may include related processes and parts including mechanical, glass, upholstery, tires and others. Call us to see if we can assist you with your needs.

On average, brake pads begin to wear out around the 20,000- to 30,000-mile mark, but there are many factors that may impact this figure. Knowing what signs to look out for will therefore prove instrumental in detecting when your brake pads need to be replaced. If you feel your vehicle taking longer to come to a stop or notice a high-pitch screeching or grinding noise when braking, scheduling a checkup is integral. Running with worn brake pads will eventually affect the rotors, which can be a costly repair, so taking a proactive approach will not only keep you safe but save you money as well.