Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for auto body repair companies that have earned the prestigious Diamond Certified award. For Campbell Collision Center, Inc., achieving a superior level of customer satisfaction is a direct result of its personalized approach to doing business, which includes prioritizing the needs of customers above the needs of their insurers. “We fight for our clients to get everything right for their cars,” says owner Ata N. Zadeh. “That’s the difference between us and direct repair ‘production shops’–we work for vehicle owners, not insurance companies.”

Campbell Collision Center has been returning vehicles to their pre-accident conditions at its Campbell facility since 1994. The company uses a variety of state-of-the-art equipment to work on vehicles of all makes and models, including a Chief Excelerator pulling system and a StreamLiner work platform with computerized measuring frame specs. In addition to its body repair capabilities, it offers flatbed towing services in Los Gatos, Santa Clara, Campbell and parts of San Jose via its sister company, Bob’s Towing. “Our main goal is to help each customer in any way we can, whether it’s fixing their car after an accident or towing them to safety,” says Mr. Zadeh.

Unlike auto body shops that sacrifice quality by using aftermarket parts, Campbell Collision Center uses OEM (original equipment manufacturer) parts whenever possible. During a repair job, if one of its technicians discovers additional damage that wasn’t obvious in the initial assessment, the company immediately contacts the customer and their insurance company to obtain approval for the additional labor and parts. “We’re always on our customers’ side,” says Mr. Zadeh. “Even when insurance companies want to cut corners, we won’t do it.”

Another distinguishing characteristic of Campbell Collision Center is the emphasis it places on customer communication. The company provides regular updates via telephone and text messages to let clients know how their repairs are progressing and when their cars will be ready, and it follows up with each customer after they’ve had a chance to drive their car to make sure they’re completely pleased with the job. “If they find any problem, they can come back and we’ll take care of it for free,” adds Mr. Zadeh.

Take simple steps to maintain your car’s body. Keeping the exterior of your car, truck, SUV or van in good condition is important for a variety of reasons. A damaged or neglected vehicle is more difficult to resell, because dirt, road grime and salt can wear away the paint and make the car appear in worse shape than it really is. Also, repairing a body part is much more difficult than performing a mechanical repair and requires a certain amount of skill, patience, time and effort. To keep your vehicle looking its best and help it retain its resale value, consider the following tips:

• Once a year (or every 12,000 miles), have the underside of your vehicle steam cleaned to remove all dirt and oil residue. You can then inspect the area for damaged cables and brake lines, rust, frayed electrical wires and other problems.
• Steam clean and/or degrease your vehicle’s engine compartment once a year or every 12,000 miles.
• Pay close attention to your wheel wells. The undercoating can peel away or the tires can throw up stones and dirt, causing the paint to flake and chip and inviting rust. If you find any rust, sand the area down to bare metal and repaint with a rust-inhibiting paint.
• Wash the entire vehicle body once a week. Hose down the exterior with water to loosen any dirt, then use a high-quality car wash product and wash mitt to clean the surfaces, starting with the roof, hood and trunk areas and working your way down.
• Use a cloth soaked in kerosene to remove asphalt and tar build-up.
• Use chrome cleaner sparingly. In addition to removing dirt and grime, chrome cleaners also remove a little chrome each time you use them.
• Wax or polish the vehicle’s body once every six months. Use a paste wax for added protection of chromed parts.
• Use plain soap and water to clean exterior vinyl parts. Don’t use caustic soaps, petroleum-based products or detergents. For engrained dirt, use a soft brush, soap and water. After cleaning, apply a high-quality rubber/vinyl protectant to prevent cracks and oxidation. You can also apply this protectant to vacuum lines, weather stripping and rubber hoses on other parts of your vehicle to help protect against chemical degradation.
• Spray your wheel covers and rims with brake dust remover, and then wash them with soap and water.
• After washing your tires with soap and water, apply a high-quality rubber/vinyl protectant for additional protection.

Q: Will my car be safe to drive after you repair it?

A: Absolutely. We don’t just repair dents and mix paint—we make sure your vehicle is absolutely safe before it leaves our shop.

Q: Will the new paint color match the original?

A: Yes. We go to great lengths to match colors. When we mix paint, we have to go with the code that’s on the car, but we try our best to adjust it to match the adjacent panels. For example, if we’re replacing your fender, we try to match the color to the door and the hood. In some cases, like when the car has been painted and it’s not quite the same as the original color, we mix the colors so everything matches. Sometimes we’ll even paint an undamaged part for free so it’ll match the new color more closely.

Q: Do I have to take my car to a repair shop that my insurance company recommends?

A: No, you’re free to take your car to any shop you want. Your insurance company will initially have an adjuster assess the damages, but they don’t always know what will be required to fix the vehicle. Remember, you don’t have to accept the insurance company’s damage appraisal (check the appraisal clause in your policy to find out how to resolve any differences). As an auto repair specialist, it’s ultimately up to us to thoroughly inspect your vehicle and determine exactly what repairs are necessary. We’ll contact your insurance company and report our findings. In most cases, they’ll give their approval and pay us to do the work.

Q: Is it necessary to get more than one estimate?

A: Not by law.

Q: Do you accept all insurance claims?

A: Yes.

Q: Do all insurance companies pay the same?

A: No. It’s always important to check your policy for the specific terms of your coverage.