Auto Collision Experts 
908 E. Arques Avenue,  Sunnyvale, CA-94085
Hours: Monday-Friday  8:30-5:30    Saturday  9:00-1:00
Ph: (408)749-1300  |  Fax: (408)739-1313  |  24 Hr Hotline : (510)364-5400


Involved In An Accident

I've never needed collision repairs before. Briefly explain the Claims Process.

When you contact your insurance company (or the other drivers insurance company) they will ask you to explain what happened. When that is complete ask them for a claim number. With your claim number we can handle everything for you from that point including dealing with the insurance adjuster and assist you with a rental car if you need one.

Do you offer Towing Services?
You can have your vehicle towed 24 hours a day, 7 days a week, including HOLIDAYS . You do not have to worry about paying for the tow, all tow charges will be billed to us and we will collect it from your insurance company.

Do you offer Car Rental Service?
Yes. We can make arrangements with Hertz or Enterprise Car Rental.If you have rental car coverage they should be able to set up a direct billing with your insurance company unless your policy states otherwise. If you are a claimant once the other persons insurance company has accepted liability you should be entitled to a rental vehicle (equivalent transportation) at their expense while we repair your vehicle.

Do I need to get 2 or 3 Estimates?
No. There is no law that requires this. It is the insurance companies obligation to adjust your claim fairly. If you leave your vehicle with us we will negotiate with the insurance appraiser and make sure they write a fair estimate that will restore your vehicle back to its pre-accident condition.

How soon can I leave my vehicle for it to be repaired?
We can provide you with the earliest appointment available. Unless your vehicle is un-drivable then you may be able to leave it immediately.

How long will the repairs to my vehicle take?

At the time that you drop off your vehicle to us, we give you a target date. We will be able to update you within a few days to confirm that target date. This will be once the parts are ordered and we have the estimated delivery date confirmed and that we have notified the insurance company for any additional damages if necessary.

How will I know when my car is done?
ou will be notified when your vehicle is ready to be picked up. We will normally contact you a day in advance.

Payments and Warranty

Could you provide pick up and delivery in special circumstances?
Yes we can make the necessary arrangements for pick up and delivery .  

If my vehicle's frame is damaged, is it a total loss?

No. A car is a total loss only when the price of repairs exceeds the insurance company's determined value of your vehicle. Today most cars are built using unibody (frame and body as one) construction. Our highly skilled technicians, with the aid of our state-of the-art computer measuring system, can return your vehicle to its original factory specifications. If it is determined that the frame section is bent beyond repair, that section can simply be replaced.

Can you match the paint color?

Auto Collision uses a computerized paint matching system. Auto Collision has made a major investment in the paint system - the equipment we use will ensure that each vehicle's paint matches. We take special pride in our ability to match factory finishes as the final step in the repair process.

Are you open on Saturday?
Yes, from 9:00 a.m. to 2:00 p.m.

5) If my car is leased, do I have to let me lease company know my vehicle has been in a collision?
You are responsible for the condition of your leased vehicle. When your lease is up and you turn in your vehicle the lease company will do an independent appraisal of the condition of your vehicle. Other than normal wear, if they find any body damage, counterfeit parts or improper repairs you will be assessed at that time for the cost of repairing that damage.

6) Can I wash my car?
Wash the vehicle by hand with cool water and a very mild car wash solution using a soft cloth or sponge. Always use clean fresh water. Wash your vehicle in the shade.
DON'T - Do not use a commercial car wash. Stiff brushes or sponges could mar the finish and damage the surface. Do not "dry wipe" your vehicle. Dry wiping can scratch the finish. Do not drive on gravel roads. Chipping the finish is easily done in the first 30 days. Avoid parking under trees and utility lines, which are likely to attract birds. Bird droppings have a high acid content and will damage a freshly painted surface. Also, tree sap can mar or spot a freshly painted surface. Do not spill gasoline, oil, antifreeze, transmission fluid, or windshield solvent on the new finish.

General Info
1) Do I have to pay a Deductible?
The amount of deductible that you will be responsible for is determined by your insurance policy. Insurance companies determine fault by your account of the accident when you make the claim, and by reviewing the accident report filed in the police report. If you aren't sure about your deductible, you can call your insurance company and they will tell you whether your deductible has been waived or if you will be responsible for paying your deductible when you pick up your vehicle. Please note that if liability has not been determined and your deductible is "pending" further investigation you will still be responsible to pay your deductible at the time you pick up your vehicle.

2) Who do I pay my deductible to?
If your deductible is not waived, it will be your responsibility to pay Auto Collision Experts when you pick up your vehicle ( call our office for discounts on deductible ).

3) What forms of payment do you accept?
We accept insurance checks, cashiers checks, & cash. Visa & MasterCard .

4) Who is responsible for the quality of repairs?
The collision repair facility. At Auto Collision Experts we offer warranty on all of our repairs.

5) Who is responsible for the Repair Bill?
The vehicle owner. However, the insurance company has a legal obligation to their insured to pay for the repairs. Generally an insured will pay their deductible and the insurance company will pay the rest to the insured unless you specifically notify the insurance you want them to pay the body shop directly. To do this, you would need to sign "Direction To Pay" which give authorization to the insurance to pay us directly.

6) Does my insurance company guarantee the repair?
In most cases, if the repair facility is part of an insurance company's special program, then the insurance company will guarantee it. At Auto Collision, we guarantee it under any circumstances as long as you own your vehicle.

7) What kind of warranty should I ask for?

Lifetime. Any thing short of that is a lack of ability or confidence on the collision repair facilities part.

8) If there is a question, whom should I contact?
The collision repair facility. If they are unable to satisfy your problem then contact your insurance company. If you feel you got a sub-standard repair and don't want to deal with the repair facility anymore, bring it to us at Auto Collision Experts. We will inspect the vehicle and work with your insurance company to resolve any issues.