1. I’ve been in an accident. What do I do?
If anybody involved in the accident is injured, call 911 immediately.
Be sure to get the names, contact information, license plate numbers, driver’s license numbers and insurers’ names from all of those involved.
Also try to get the contact information of any witnesses.
If it is safe to do so, take photos of the vehicles and the scene of the accident.
You will then need to call your insurer to report the accident and damage. They will provide you with a claim number.
2. Do I need to coordinate my insurance claim with my insurer and VanBurn Collision?
We work directly with your insurance company to ensure your claim is handled efficiently. Once you’ve made the claim you may contact us and we’ll handle the whole repair process from there.
3. My car is too damaged to drive. How do I get it to VanBurn Collision?
For insurance claims, your insurer will provide towing service or advise VanBurn Collision that your vehicle requires a tow.
For after hours and non-insurance claims, VanBurn Collision offers 24-hour-towing service to our shop. Please call 1.877.700.4CSN (4276)
4. Do I need to make an appointment?
An appointment for an estimate is not necessary. However, for those with a busy schedule, it is always a good idea to call ahead or book an estimate online. This will save time when you come in for an estimate.
Our repair schedules vary based on the time of year, and of course, weather. It’s always a good idea to call or email us for a repair appointment.
5. My car has been broken into and the upholstery has been torn. What do I do?
You should call your local police to report the break-in. They will provide you with a case number that you can report to your insurance company.
You can then use the VanBurn Collision online estimator for a quote. We will provide an estimate and book you in for repairs. VanBurn Collision can repair interior upholstery including vinyl, cloth and leather.
6. How long will it take to fix my car?
VanBurn Collision is committed to getting your vehicle back on the road as quickly as possible. But we never compromise on safety.
Our sophisticated diagnostic equipment and experienced technicians will be able to give you an estimate about the time needed for repairs.
You will drive away with confidence that your vehicle is back to its pre-accident condition.
7. Will I be informed about the progress of the repairs?
Everyone has different needs and expectations when it comes to progress communication. We have the ability to provide regular phone, text or email updates. Just let us know how you would like to be kept up to date.
8. Where are you located?
Our address is 4459 Dawson Street in Burnaby. The closest intersection is Willingdon and Dawson. Our phone number is 604.298.3515.
9. Do you arrange alternate transportation while my car is being repaired?
Yes. Depending on your needs, we can provide you with the following methods of transportation while your vehicle is in our care:
- Ride to and from
- Modern service car fleet
- Public transportation
- Taxi Service
- Rental SUV, Van or Truck (customers with rental coverage)
10. Are your Service Cars Free?
No. If you require alternate transportation while your vehicle is being repaired, the cost will be built in to the repair price. Most insurers cover this expense at no cost to the customer. Please inquire with our staff when booking your appointment if you will incur any of this expense.
11. What is Valet Service?
With this convenient service, we are able to pick our customers’ vehicles up from their home or office, complete the repairs, and then drop the vehicle off again when we are done. We can also arrange to have a service vehicle dropped off at your home or office while your vehicle is at our shop for repairs.
12. Will you vacuum and wash my vehicle after the repair?
We do our very best to make sure your vehicle is as clean or cleaner than when you brought it in. We vacuum and clean the interior and hand wash the exterior of every vehicle we repair.
13. Do you provide free touch up paint?
No. The chemical composition of waterborne automotive paint has affected our ability to provide touch up paint safely and effectively. In most cases, we can work with your vehicle’s manufacturer to provide a touch up pen or bottle.
14. What if I find a defect in your repair?
Our limited lifetime warranty guarantees that we stand behind our workmanship for as long as you own your vehicle no matter where you live in the country. Please read our National Lifetime Warranty for more information.
15. Do you store my vehicle inside at night?
Yes. Every vehicle is safely stored inside during non business hours.
16. Why didn’t my air bag deploy when I had my accident. Can you check it?
Of course. Our in-house diagnostic system can check the Supplemental Restraint Systems (SRS) in most vehicles. The new generation of SRS systems are so smart they do not deploy unless absolutely necessary. This helps avoid unnecessary personal injury. However, in some cases, the SRS system may have been affected by the accident and could require a reset.