Vehicle Repairs: How It Works
How Roam manages vehicle repairs, who pays for what, and what to expect at each step of the repair process.
If your Roam vehicle needs a repair — whether from an accident, damage, or a mechanical issue — this article explains how the process works and what to expect.
The Most Important Rule: Contact Roam First
Roam manages all vehicle repairs. This is a requirement from our insurance and financing partners to ensure every vehicle is repaired safely and properly by certified professionals.
Do not arrange your own repairs. Customers are not permitted to organize repairs independently unless they receive written approval from Roam.
If your vehicle needs a repair, contact us and we'll take it from there.
- Phone: 1-647-560-5638 during business hours, or 1-877-340-1737 for after-hours emergencies only
- Email: support@roam.auto
Who Pays for Repairs?
It depends on the situation and your Protection Plan. Here's a general guide:
| Situation | Who Pays |
|---|---|
| At-fault collision | Customer pays up to the deductible amount; insurance covers the rest |
| Not-at-fault collision | Customer does not pay anything |
| Non-collision damage caused by the customer (e.g., scratches, curb rash, parking lot damage) | Customer pays up to the deductible amount |
| Normal wear and tear | Roam covers it |
| Mechanical issues not caused by the customer | Roam covers it |
Your coverage depends on your Protection Plan. Different plans cover different things — for example, Ultimate Protection includes glass and tire coverage that other plans may not. Check your Protection Plan details in your Roam account, or contact us if you're unsure what's covered. See Understanding Your Protection Plan for the full breakdown.
How the Repair Process Works
Step 1: Report the issue to Roam. Contact us as soon as possible — whether it's a small scratch or major damage. Early reporting helps us move quickly and support you through the process.
- Phone: 1-647-560-5638 during business hours, or 1-877-340-1737 for after-hours emergencies only
- Email: support@roam.auto
Step 2: We assess the damage. Roam will review the damage and determine the best course of action. Depending on the situation, this may involve an insurance claim, or it may be handled directly.
Step 3: You receive a repair estimate. Before any work begins or billing happens, we'll share a detailed estimate with you that includes a breakdown of the work and cost. No surprises.
Step 4: Repairs are completed. Your vehicle is repaired by one of our certified repair partners. We work with a network of trusted shops that deliver quality work at fair, pre-negotiated rates.
Step 5: You get your vehicle back. Once repairs are complete, Roam will coordinate getting your vehicle back to you.
What to Expect During Repairs
Will I get a replacement vehicle? If your vehicle will be unavailable for a significant amount of time (typically more than 24 hours), Roam may provide a replacement vehicle. If you are at fault in a collision, your deductible will need to be collected before a replacement is arranged.
How long do repairs take? It varies depending on the type and extent of the damage. Roam will keep you informed throughout the process so you know what to expect.
Will I see the cost before I'm billed? Yes, always. You'll receive a detailed repair estimate before any charges are applied. If you have questions about the estimate, we'll walk you through it.
Roam's Repair Pricing Promise
We believe repairs should be fair and transparent. Here's how we approach pricing:
- Zero markup. We never add admin fees, processing fees, or markups to repair costs. You pay exactly what our certified repair partner charges.
- Pre-negotiated rates. We've already negotiated pricing with our repair network, so you're not paying inflated costs.
- Quality first. We don't guarantee the cheapest option, but we do guarantee quality work and honest pricing. We don't cut corners.
- Flexible payment options. Some repairs can be expensive. Roam offers weekly or monthly payment plans to help you spread out the cost.