AW Collision of Concord

If you have an option to go somewhere else, DO NOT GO HERE! I highly recommend you look elsewhere do your research and read the reviews here. The arrogance and lack of professional customer service is unbelievable. I think the fact these guys have dealer contracts with Toyota and Mercedes etc they feel they don’t need to provide any form of customer service. We have not had our calls returned multiple times and the time line they gave us has fallen so far off what was quoted. not even close! They will tell you two weeks but it will be longer I promise. We are still waiting for our service to be closed waiting on one part to come in. If I didn’t go down and pick our car up we would still have been waiting another full week and in a rental car! We called this morning to check status and again today we have not been called back and its 7 pm. They are too busy to care about the customers. This is my second time dealing with them. Can’t say it hasn’t been anything but frustrating! We will let our feelings be know to our dealer who recommended them!

Wow! Fast, efficient and great work! What a great experience. These guys are true artists and take their jobs seriously. The paint looks factory quality. A huge thanks to Pablo, Rich and Edgar. I can’t thank you enough. I will recommend to family and friends! Thanks again for a job well done!

A follow-​up to my previous review: Recently I noticed a pretty significant dent on my front bumper. I was worried about the price but absolutely did not want to go through insurance. I decided to take AW Collision up on their offer to «make things right». Rich Albright (the manager) was extremely responsive. I sent him a picture of my bumper, to which he agrees the cover would need to be replaced. He told me how much the part was-​and offered to provide labor free of charge. I went in one day so they could match the paint, paint the bumper cover and prep it for install. I went in as my schedule allowed for and Rich helped me right away. They installed the new bumper cover and did a thorough wash and wax.
It doesn’t end there-​driving away I heard a weird «rattling». Long story short, the place I brought my car about a week before for an oil change did not bolt a piece on the undercarriage of my car. Rich had someone go to Honda to get the part and installed it himself-​also for free! Finally, he noticed something with my engine that is still covered under my power train warranty, and had someone in his office call Honda to make a service appointment for me.
So, AW definitely made things right. My advice if your car is being serviced by them and you have any issue: talk to the manager Rich-​I don’t think he could have been more helpful this second time around.

I have taken my cars here a few times over the years after being hit. 5 stars is not enough. I usually work with Rich, but I’m sure any of the staff would take care of me and my car the same way. A&W will only use factory parts and factory paint to repair your vehicle and will fight for you with the insurance companies when they try to make them use cheaper after market parts and paint.
After repairs are completed my vehicles have always looked even better than they did before being hit. Not only do they repair damage to factory standards, they fully detail your vehicle, it looked and felt like a brand new car when I got my car back.
I recommend A&W to all my friends and family for any body work needs.

Two encounters with this shop, both are very favorable. Quality of their work is beyond reproach, nothing but the best. First job involved repainting front of car due to peeling clear coat and the work was superb!
Second job was considerably more difficult owing to age of Mercedes (2001) and State Farm insurance company balked at the cost of repairs exceeding the salvage value of the vehicle. It at first appeared to be no more than minor fender bender but further examination revealed minor tweak to front cross brace the bumper is bolted to that would have required extensive and expensive repairs to make perfect by factory standards. It got really confusing and frustrating but thanks to the expert assistance provided by manager Rich Albright it was finally all brought to a successful conclusion. I was totally overwhelmed by tactics employed by the loss adjuster at State Farm and thankfully Rich was willing to take over and cut through the BS and called directly to a supervisor who quickly agreed to resolve the issue and got my car back on the road.
So bottom line is not only is their work excellent but they also provide valuable assistance in dealing with the insurance companies and helping us poor consumers navigate the troubled waters one encounters when being bullied by the insurance companies.

Worked with AW twice already, and Rick and team always go above and beyond for our cars. Will highly recommended to friends and families. –James S.

My wife’s 2015 Mercedes C400 was hit in a parking garage in Walnut Creek the Saturday after Thanksgiving. The fine citizen that hit her car drove off like a coward. AW Collision repaired the damage in less than four days. Enrique Ochoa, our service advisor, did an excellent job and there were no insurance or service related issues of any kind. The car looks great!

My ML350 was rear ended on 11÷7÷2015 and the rear bumper was damaged. Working through our insurance, we brought the car to Mercedes Walnut Creek for estimate. I received an estimate at Mercedes from Pablo Hernandez, Customer Coordinator of AW Collision of Concord on 7÷9÷2015 which we accepted but the exchanging information took a few days until Friday on ¹¹⁄₁₃ morning and I spoke to Pablo for scheduling of works. Pablo says that following Monday on ¹¹⁄₁₆ would probably be ok but we’d need to be confirmed by his shop person Victor in Concord.
We did not hear anything until 4pm so I called and left two voice messages to Victor. On Saturday, we left voice messages to both Pablo and Victor because we were told that the shop would be open on Saturdays.
We received no responses from either of them so on Monday ¹¹⁄₁₆ I called and left messages to both of them at 9 AM and requested that they call us before 9:30. We did not hear from them so we brought the car to Mikes Autobody in Walnut Creek on ¹¹⁄₂₃ and the car was repaired and ready in two days. Mikes Autobody did a wonderful job and we were treated with respect and very professionally.
I am disappointed and disgusted about the unprofessional attitude by AW Collision and I also hold Mercedes of Walnut Creek accountable for allowing such unqualified and unprofessional personnel to operate under their nose. Aren’t Mercedes Walnut Creek concerned about their reputation?

Mixed review: these guys did a great job on the body work on our 2001 Mercedes Benz CLK320 after an accident. The paint job was superb – they matched colors perfectly.
But it went to hell quickly when we found someone had broken the rear view mirror. The shop manager was abusive and angry, blamed a poorly installed window (it’s been in the car for 2 years with no problem) and refused to fix the mirror.
I wouldn’t use them again.

I have been here three times since June not because of them but because I’ve been accident prone lately!!! All of the staff have amazing attitudes and are super friendly and professional! They keep you up to date with the progress of your car and they get the job done right the first time!!! For anyone who needs work done on their car for a reasonable price and done right the first time with a friendly and professional atmosphere go to AW Collision!!!

I must be honest, I was skeptical at first because I was referred by a female dealership representative that really was unsure of how good the service was but had heard pretty good reviews. I had no one so I gave them a shot. I will definitely say that I was thoroughly impressed with the customer service and the excellent job they did on repairing my vehicle (fresh with a professional wax job!!!). There was also a discrepancy in which my insurance company did not want to pay for a foggy aftermarket lamp. Not an issue for the team at AW Collision of Concord. My representative went to battle for my best interests of addressing the foggy lamp issue and WON! You should have seen how stunning my Tahoe looked after repair and how many compliments I have gotten.
These guys KNOW not only customer service and how to take care of people, but also are experts at the actual repair job. Kudos and big thanks to the team at AW Collision of Concord!

My car was rear ended & luckily we were able to get it repaired. When getting our car back, everything was better than ever, they washed the outside, vacuumed the inside, painted the bumper, and made sure it was to our liking. They’re very kind people. Taking very good care of their customer & good at keeping you updated with your car’s status. If you’re ever in a need for repair, come here; it’s worth it.

Quick, professional estimate by Josh.
It turned out to be something minor, not needing a repair beyond a couple of shoves and a clip, all done by Josh. It was handled quickly and he was very gracious about it.
I can definitely recommend them, and will look them up if I need more serious work done.

I was recently in an accident near Concord, though I don’t live there. My car was completely totaled. Thankfully I wasn’t hurt. A nearby dealership recommended AW Collision, and Pablo specifically. I had my car towed there, at nearly 6 at night. Pablo was accommodating and put my mind at ease. His assistant, Tim, offered me water and let me get my belongings out. The experience of the accident was a complete bummer, and I was a little freaked out. The folks at AW were so helpful and compassionate. I could not have had better support and I am so grateful!

I have had the pleasure of working with this business at least four times over the past several years. Damaging your car and then enduring the process of repairing it is a very negative and stressful experience. AW Collision has a very unique and wonderful way of turning body repair into a pleasant event due to their ability to ALWAY deliver a positive outcome. They take your worry out of the finished product.
AW Collision is known for quality not quantity, taking great care in the detail of their work and never cutting corners. They are a «Certified Collision Facility» for Mercedes-​Benz and are the preferred body shop for Toyota/​Concord. It is also common to see them working on other high-​end vehicles such as Porsche’s, BMW’s, Audi’s, Lexus’, etc.
They assume all the work, leaving you with nothing to worry about. They co-​ordinate directly with the insurance company to resolve all repair issues. Their policy is to use new parts only. Rental car pick-​up and drop-​off is a breeze especially if you rent from Hertz. When you pick your car up it even looks better than when you dropped it off as they return it washed!
I cannot compliment the employees enough. They truly operate as a TEAM. Rich Albright is the manager and has instilled the values of honesty, quality, customer service, and satisfaction guaranteed which all team members embrace. Natalie is the office manager, and her warm and friendly demeanor instantly makes you feel comfortable and cared for. Sal Herrera is one of the Estimator’s, and the one I have worked with the most. He is just an all around great guy, embodying all the values of the operation, and paying particular attention to quality and customer service.
AW Collision allows me the luxury of having one less thing in life to worry about when I need body work done. Their work is impeccable and I would never think of going anywhere else.

Five stars for AW Collision & Five stars for Sal!
I guess we all have our destinated mechanics handling routine maintenance… me too… After my recent incident that got bumped from behind and pushed forward hitting the SUV cab, I thought about my Lexus dealer. Lexus of Concord noted that they do not handle body work but recommended AW Collision repair.
I pulled my car in for an estimate and was handled by Sal. I went through the basic paper work and dropped off for an estimate. I was thinking only basic repairing work was needed since the impact was quite light and only front & back minor damage. Sal educated me that he will provide me with a full estimate after the assessment but provided his insight about what additional repairing work maybe needed under the hood, such as the condenser, bracket, lights, etc.
While my car was in the shop, I notified other car’s insurance estimator to contact Sal. I received the estimate via mail from the other insurance and quite surprise of the actual repairing work needed. I worked with Sal and began the repairing work.
After the repairing work was completed, Sal noted that the other insurance had quoted for non OEM parts but he had worked directly with them to resolve, and mentioned that I should expect a revised estimate from the other car’s insurance.
When I went picked up the car, Sal mentioned that all work has been completed with original new vendor parts and just handed me the key. Through this whole repairing process, Sal handled all the negotiation with the other insurance, which was fantastic!
After I drove the car for a week, a minor issue came up and I contacted Sal again. He asked me to find a time to pull back in for a quick check. When I arrived, Sal’s folks got the minor issue fixed within 10 mins!
I do hope that I will not have to see them again (* um. another accident), but certainly will return to them and recommend their Lexus collision repair work!
Frankie @ Walnut Creek

Ok, I may Unilocal impulsively, but hey that’s how women are!
Anyways, AW Collision has staff that are customer service oriented, they take care of their clients– even if there is push back from insurance adjusters and what not. They try to accommodate their clients as best as they possibly could and that is much appreciated when you are already put in a crappy situation with a messed up car! Thanks AW! Hope me & my car don’t meet ya’ll again ;)

I cannot thank AW collision enough for not only making my car look brand new after four accidents, but for also pushing the insurance companies to approve brand new parts for my car.
My first accident was about a year ago, I drive a 2011 Mercedes-​Benz and a guy ran a stop sign and he completely destroyed the entire passenger side of my car. The insurance companies were trying to send me to mikes auto shop where all the parts that they planned to use were used parts. It’s evident that mikes auto works closely to save insurance companies some dollars.
My father and I refused and looking for an authorized Mercedes shop and we found Rich and his team.
Rich pressed the insurance companies, he provided the best customer service, he kept me updated every step of the way. On top of all that, when I got my car back… It was absolutely perfect. It was brand new, as if I just drove it off the lot.
About four months later, I got rear ended, and someone reversed into my car all in the same week… (yes, I have the worst luck ever) and I live in Newport Beach so I decided to drive all the way back up to concord to see Rich and his team. On my way up, I got in yet another car accident and my tire completely came off, my suspension broke and my car was no longer drivable.
Rich and his amazing team worked with multiple insurance companies on multiple claims at the same time, and he managed to get my entire car fixed and brand new once again. I cannot express the level of professionalism and the greatest customer service I have ever received from any business.
Thank you AW Collision. I would give you 100 stars if I could !

Can’t recommend this place enough! These guys took a stressful event (banging up my car) and made fixing it a breeze. Sal was awesome in working out an estimate and made me feel at ease. He also walked me through the insurance process, which I thought would be pretty arduous. Not here! They fixed up my car with dealership parts and when I got it back, it looked even better than before the damage. That was a pretty sweet bonus — I don’t know if I’ll damage it again to get that new car feeling, but I definitely wasn’t expecting it after having plenty of «good enough» experiences at other shops.
I was extremely impressed and relieved to find a shop I could trust. I’d send anyone who needs work done to these guys. I came in with a scowl and left with a smile. That’s all I can ask for!

I brought my car after somebody almost completely wrecked in San Francisco while I was working :(…My collision handler Josh was the most honest professional awesome laid back guy/​person there! He helped me out in more ways…
It’s funny I’m reading the comments listed for this company including all the bad reviews! it just goes to show that people don’t know how to rate properly to be perfectly honest this store does NOT deserve 5 Stars this store deserves unlimited because they are the best at what they do! 5 stars for excellent service 5000 stars for josh and because this store really deserves this 50 000 000 000 000 003 814 884 920 545 943 501 647 482 485 473 280­99999999999999999999999999999999999999999999999999­9 999 999 999 999 999 538 762 658 202 121 142 272
You’ve been great to me and my car!
BTW to you readers out there I’m a parts driver so I deliver to every auto body shop in Northern California this place is the BEST hands down!