Privacy Policy

True Custom Collision Shop Policies

At True Custom Collision, we are committed to providing quality auto body, collision repair, and paint services with honest communication and professional workmanship. Our goal is to make the repair process as smooth and straightforward as possible for every customer.

Estimates & Vehicle Inspections

Our estimates are based on the damage that can be identified during the initial inspection. In some cases, additional damage may be discovered after the vehicle is disassembled. This is common with collision repairs because damage behind bumpers, panels, and other components may not be visible during the initial inspection.

If additional repairs are needed, we will communicate the changes with the customer and, when applicable, the insurance company before proceeding.

Repair Authorization

Customer authorization is required before repair work begins. Any additional repairs or services outside the original authorization may require additional approval and charges.

We will make every reasonable effort to keep you informed throughout the repair process.

.

Insurance Claims

True Custom Collision works with customers and insurance companies throughout the collision repair process when applicable.

Customers are responsible for understanding their insurance coverage, deductible, policy limits, and any portion of the repair that may not be covered by their insurance policy.

You have the right to choose your repair facility. We are happy to work with your insurance company and help make the repair process as convenient as possible.

Insurance approval does not automatically mean that every repair cost will be covered under your individual policy.

Payment

Payment is due when your vehicle repairs are completed and the vehicle is ready for pickup, unless other arrangements have been agreed upon in advance.

Customers are responsible for any balance that is not paid by their insurance company, including applicable deductibles, non-covered repairs, and other customer-authorized services.

We accept the payment methods available at our shop. Please contact us if you have questions regarding payment before your repair begins.

Parts & Materials

Depending on the vehicle and repair, replacement parts may include OEM, aftermarket, recycled, or other appropriate parts.

Parts selection can depend on vehicle requirements, availability, insurance coverage, and customer authorization. We will communicate applicable parts information during the repair process.

Customer-Supplied Parts

If customer-supplied parts are accepted, the customer understands that True Custom Collision cannot guarantee the fit, quality, compatibility, or condition of those parts.

Additional labor, delays, or costs resulting from incorrect, defective, damaged, or incompatible customer-supplied parts may be the customer's responsibility.

Vehicle Storage & Pickup

Customers are expected to pick up their vehicle promptly once repairs are completed and the vehicle is ready for delivery, or when the vehicle is no longer authorized for repair.

Any applicable storage charges will be communicated to the customer and handled in accordance with applicable Arizona law.

If your vehicle is ready for pickup, please contact us promptly to arrange a pickup time.

Personal Belongings

Please remove valuables and personal belongings from your vehicle before repairs begin.

True Custom Collision is not responsible for personal property left inside a vehicle except where required by applicable law.

Workmanship & Paint

We take pride in the quality of our collision repair, bodywork, and paint services.

Any warranty offered by True Custom Collision applies according to the specific warranty terms provided for the repair. Warranty coverage may exclude pre-existing damage, normal wear and tear, rust, damage caused by a subsequent accident, environmental damage, misuse, or repairs performed by another facility.

If you have a concern about a completed repair, please contact us so we can inspect the vehicle and determine the appropriate resolution.

Appointments

Appointments are recommended for estimates, inspections, and other services.

If you need to cancel or reschedule an appointment, please contact us as soon as possible so we can make the time available to another customer.

Repair Timelines

We provide estimated completion times whenever possible. Repair timelines can change due to hidden damage, parts availability, insurance approvals, supplements, supplier delays, vehicle availability, or circumstances outside of our control.

We will do our best to keep you informed if there are significant changes to the expected completion date.

Communication

Clear communication is important to us. We may contact customers by phone, text message, or email regarding estimates, repair updates, insurance information, approvals, scheduling, and vehicle pickup.

If you have questions about your repair, estimate, insurance claim, paint work, or any of our services, please contact us. We are happy to help.

Thank You for Choosing True Custom Collision

Thank you for trusting True Custom Collision with your vehicle. We appreciate your business and are committed to providing professional service and quality collision and paint repairs for our Phoenix customers.