Question 1

What's the fastest way to contact a human?

Accepted Answer

Call or email us during business hours.(408) 942-0513 | LagunaAutoBody@gmail.comCalling is the fastest way to reach a member of our team during business hours. We do not have after-hours staffing, so if you contact us when we're closed, calling back during business hours is the quickest way to speak with someone.

Question 2

Are estimates really free?

Accepted Answer

No. Just kidding. 😄Yes—our estimates are 100% free every time you come in with new damage, with no obligation to have your repairs done with us.BE AWARE OF YOUR RIGHTS: InsuranceIf you're using insurance, be aware that insurers often have preferred shops that offer discounted rates in exchange for repair volume. This creates a financial incentive for insurers to send customers to those shops. This is known as steering—when an insurer uses pressure, misleading statements, or other tactics to influence you to choose a particular repair shop.California law gives you the right to choose any collision repair shop you want. Your insurer can recommend a shop, but you are not required to use it.If you believe you've been steered, report it to the California Department of Insurance. Reporting suspected steering helps protect your rights and helps prevent other drivers from experiencing the same practices.

Question 3

Can I stop by for an estimate?

Accepted Answer

Yes! Swing by anytime during business hours—no appointment needed.Coming to the shop is the fastest way to get an estimate because our staff can see the damage firsthand and get the clearest picture of what your vehicle needs.An estimator can write up your quote while you relax in our lobby, or you can head home and we’ll email you a copy later.It’s the fastest route to getting your repairs underway—pun intended! 🚗💨

Question 4

What are Laguna's Hours?

Accepted Answer

Question 5

I've got my estimate, now what?

Accepted Answer

Great choice! You’ve chosen Laguna for your repairs. Here’s what’s next:SCHEDULE YOUR REPAIRCall (408) 942-0513, provide the phone number listed on your estimate, and ask to schedule your repair.USING INSURANCEProvide us with your claim number and insurer if you haven’t already. Then let your insurance company know you’ve chosen Laguna for your repairs. We’ll take it from there.NO INSURANCE & OUT OF POCKET REPAIRSA parts deposit covering all parts on your estimate is required before repairs begin. The deposit is applied to your final balance and is non-refundable.We accept cash, check, debit/credit cards, in person Apple Pay, and Zelle. Payments can be made in person, over the phone, or online. Your remaining balance is due at pickup.NEED TO RESCHEDULENo problem! Call or email us and we’ll find a new appointment time.

Question 6

My insurance wants me to go to a different shop. Do I have to?

Accepted Answer

No. You are never obligated to use ANY shop you don't want to.California drivers have the legal right to choose which shop they prefer for their repairs. Your insurer can recommend a shop, but the choice is yours.Steering is when an insurance company pressures, misleads, or otherwise tries to influence you into using a repair shop they prefer instead of the shop you choose. Insurers often have financial incentives to send customers to preferred shops that offer discounted rates in exchange for repair volume. These arrangements can benefit the insurer financially, rather than necessarily providing a benefit to you, the customer.Steering can include statements suggesting your repairs won’t be fully covered, or that you’ll have to pay more, simply because you chose a different shop.If you believe you've been steered, report it to the California Department of Insurance. Steering is illegal, and reporting it is important to protect your rights and help prevent other drivers from experiencing the same practices.

Question 7

It's time to drop off my car, what should I expect?

Accepted Answer

WHEN YOU ARRIVEPull into Laguna’s driveway and come into the office to meet our staff. Please allow 10–15 extra minutes at drop-off to review policies and complete the necessary paperwork.We’ll review your file and estimate with you, go over our policies, and have you sign the repair authorization. Once everything is signed, hand us your keys and you’re free to go!UPDATESWe’ll contact you with repair updates as quickly as possible, but if you need an update sooner, call or email us: (408) 942-0513 | LagunaAutoBody@Gmail.comPlease note: All required signatures must be completed at drop-off. Missing signatures may delay the start or timing of your repairs.

Question 8

Can I drop off my car outside of business hours?

Accepted Answer

Yes! No need to ask—if you need to drop off your vehicle while Laguna is closed, go for it!If you can’t or don’t want to leave your keys, please park on the street and contact us with your information as soon as possible.HOW TO DROP OFF: With KeysDrive to Laguna and park in front of one of our bay doors.Walk to the office. To the left of the door, you’ll find a small mailbox with envelopes inside and a pen to the left.Write down your contact information, place your keys inside the envelope, and seal it.Drop the sealed envelope into the Key Drop Slot to the right of the mailbox.Please DO NOT block through traffic. Street parking is available if needed.

Question 9

Where is the after-hours key drop, and how does it work?

Accepted Answer

The after-hours key drop is on the office door, located to the left of the bay doors when facing the building.HOW TO DROP OFFDrive to Laguna and park in front of one of our bay doors.Walk to the office. To the left of the door, you’ll find a small mailbox with envelopes inside and a pen to the left.Write down your contact information, place your keys inside the envelope, and seal it.Drop the sealed envelope into the Key Drop Slot to the right of the mailbox.
Please DO NOT block through traffic. Street parking is available if needed.

Question 10

How do I get a rental car and return it when repairs are done?

Accepted Answer

Enterprise and Hertz are just 5–10 minutes from Laguna. When booking your rental, arrange a pickup at Laguna Auto Body directly with the rental company.Customers are responsible for arranging and covering the cost of their transportation rental. Laguna does not provide rental vehicles or cover rental costs.RENTAL CAR INFORMATIONUsing Insurance: After scheduling your repairs with us, contact your insurance company to confirm whether your policy includes rental coverage. If covered, ask for a rental reservation number.No Insurance: Enterprise offers Laguna customers a discounted starting rate on rentals. Just let them know Laguna sent you when making your reservation.RETURNING YOUR RENTALWhen you pick up your repaired vehicle, you can leave your rental at Laguna. Tell the rental company the vehicle is ready for pickup at our shop, then leave the keys with our office, and we’ll take it from there!

Question 11

What happens if more damage is found?

Accepted Answer

WITH INSURANCEWe’ll document and submit the additional damage to your insurance company as a supplement for review and approval. Your insurer may need to physically inspect the additional damage before approving the repairs. Until we receive authorization for the additional repairs, we cannot continue with that portion of the repair, which may delay the overall repair timeline.WITHOUT INSURANCEIf we find additional damage for out of pocket repairs, we’ll prepare a supplement showing the additional repairs and updated cost. We’ll review it with you and get your approval before performing any additional repairs or adding additional charges.This way, you’ll know the cost before deciding whether to move forward. It'll be up to you whether we add the damage to your estimate or not.SAFETY ISSUESIf we find additional damage that raises a safety concern, we’ll let you know, explain what we found, and discuss the recommended repairs with you.If you choose not to have the additional repairs performed, we’ll document your decision. If the vehicle is not safe to drive, we strongly recommend having it towed rather than driving it away.

Question 12

Can Laguna repair electrical damage, like powered side mirrors?

Accepted Answer

Yes! We repair minor electrical things like lights and side mirrors. We can even order the part(s), so you don’t have to do anything.

Question 13

When do storage fees apply?

Accepted Answer

STORAGE FEESStorage fees vary by situation and may be affected by your insurance company if you’re using insurance.HOW TO AVOID STORAGE FEESWhether you’re using insurance or paying out of pocket, the process is simple:Drop off your vehicle for your scheduled repairs.Once repairs are complete, we’ll contact you to schedule your pickup.Pick up your vehicle at the agreed-upon date and time, and no storage fees will be added.RUNNING LATE?No problem! Just call or email us as soon as possible. We’ll either wait for you to arrive or help reschedule your pickup, without additional storage fees.STILL HAVE QUESTIONS?Our office staff is happy to explain whether storage fees apply to your situation and answer any questions you may have.

Question 14

Does Laguna offer complete vehicle refinishing?

Accepted Answer

Yes, we do! For the most accurate quote, bring your vehicle to the shop during business hours for a free estimate. We also maintain a waiting list for full repaints—just let us know if you’d like to be added.EXTERIOR ONLYFor a full exterior repaint, we completely disassemble and reassemble the vehicle, remove the existing paint, repair any damage, prep the surfaces, and apply new primer, paint, and a UV-protective clear coat. We can match your original color or give your vehicle a completely new look, including specialty finishes like three-stage paint, automotive glitter, or stripes.Exterior repaints typically start around $9,000–$11,000, but final pricing depends on your vehicle’s condition, materials used, and custom requests. Additional costs may include one-time-use parts, older moldings or trim that cannot be reused after removal, and specialty finishes.SHOWROOM-QUALITY REPAINTSFor a truly showroom-quality finish, we offer premium paint options, with three and four-stage repaints available by request for added depth and color. We can also incorporate body-flush stripes into the finish, or we also work with local businesses like Lunatic Customs for unique hand-painted specialty stripes and designs.Pricing varies for showroom-quality and custom paint options based on the vehicle, paint system, materials, and level of customization.BUDGET FRIENDLY OPTIONLooking for something more budget-friendly? No Problem, we can discuss repainting specific sections instead of the entire vehicle to help meet your goals and budget.

Question 15

Does Laguna have towing?

Accepted Answer

Yes! Sort of.Laguna believes in partnering with small local businesses to assist us with all things outside of our abilities.In this case, Pineapple Towing will get your vehicle home, or straight to our shop. Contact them directly to schedule your tow and let them know we sent you!NEED TO TOW TO US NOW? Go for it, no need to ask!

Question 16

Can I have my vehicle towed to Laguna after an accident?

Accepted Answer

Yes—absolutely! No need to ask. DURING BUSINESS HOURSJust give us a call so we can make room for your vehicle.AFTER HOURSDrop it off using our After-Hours Key Drop and follow the drop-off instructions in our FAQs.

Question 17

What types of payment methods does Laguna take?

Accepted Answer

ACCEPTED PAYMENT METHODSCash, check, Zelle, Apple Pay (in person), and credit/debit cards.CARD PAYMENTSA 3.0%–3.2% processing fee applies to all credit and debit card transactions. Processing fees cannot be waived.PRICINGOur prices are the same regardless of payment method. We do not offer cash discounts.

Question 18

What is Laguna's Parts Policy?

Accepted Answer

For out-of-pocket repairs, a non-refundable parts deposit is required before we’ll order parts or begin repairs.Parts ordered will be held until your scheduled repair date. Any unclaimed parts must be picked up within 25 days of repair completion or may be returned, donated, or recycled.Missed appointments without rescheduling may result in parts no longer being held, and the 25-day policy will still apply.

FAQ's

Our Most Common Questions, Answered.