Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for auto repair shops that have earned the prestigious Diamond Certified award. For Cerrone’s European, the best way to keep customers happy is to focus on details that enhance the overall performance of their vehicles. “We work very hard to take care of our customers,” says owner Frank Cerrone. “Our favorite part of the job is seeing how happy they are when they realize they’ve found a place that will fix their vehicles correctly for the long term.”

Cerrone’s European has been repairing and maintaining BMWs, Jaguars, Land Rovers, Minis, Volvos, and other European vehicles at its Redwood City facility since 1976. The company is qualified to handle everything from oil changes and pre-purchase inspections to specialized work like 3C intelligent induction cleaning, and it also installs accessories that are designed to improve engine performance and road handling.

Unlike many dealerships and corporate-run shops, Cerrone’s European utilizes its status as a family-owned, independently operated company to provide its customers with highly personalized experiences. “We’ve been family-owned for three generations, and we treat our customers like they’re part of our family,” says Mr. Cerrone. “Whenever we’re working on their cars, we advise them of potential issues to watch out for and make sure everything is safe and well-maintained, which they really appreciate.”

Ultimately, Mr. Cerrone sees Cerrone’s European’s dedication to family values as its most important attribute. “We’re not just about making money—we make sure we’re doing the right things for our customers,” he affirms. “For example, if we think a customer can get 6,000 more miles out of their brakes, we’ll tell them so they don’t pay for unnecessary work. It’s all about honesty here. We do what’s best for our customers and their cars, and that gives us an advantage.”

Don’t underestimate the importance of maintaining your car’s air conditioning system.
When it’s hot outside, there are few amenities cherished as much by drivers as a vehicle’s air conditioning system. Unfortunately, there are also few amenities that are as commonly neglected—drivers often run their air conditioners for years without having them serviced, which can result in units that blow nothing but hot air.

Having your car’s air conditioning system inspected annually is a good idea, but the most telling sign that your system needs to be serviced is simply an absence of cool air. In this case, the air conditioner usually just needs to be “recharged,” which means refilling it with fresh refrigerant. However, if the system starts blowing hot air again after a few days, weeks or even months, this could indicate a leak that needs to be professionally repaired.

You should also listen for a squealing noise when you turn on your air conditioner—it usually indicates a loose or worn-out compressor belt. Further, if your air conditioner emits a musty smell, it probably means there’s mold or mildew in the system’s evaporator box. If you notice either of these symptoms, it’s important to have your car inspected by a professional as soon as possible.

The importance of cabin air filters
Believe it or not, the air inside your car can potentially contain six times the amount of pollutants that are present outside. Wherever there’s a constant flow of moving vehicles (like on a busy road), a “tunnel effect” is created and causes pollutants emitted from cars ahead of you to make their way into your car’s interior, where they accumulate and linger in the absence of proper filtration or ventilation. To combat this, car manufacturers invented the cabin air filter. In the same way a vehicle’s engine air filter keeps its engine clean, a cabin air filter is designed to keep the inside of your car clean by inhibiting access for a host of particles, including pollen, dust, bacteria and exhaust pollutants.

Surprisingly, cabin filters are a fairly recent addition to the list of standard automotive components. They were first introduced in European luxury cars in the 1980s, but they didn’t make it onto the domestic scene until 1994. Fortunately, cabin filters are now standard in approximately 80 percent of new cars, and that figure continues to rise in response to consumer demand. Before you purchase a new car, check for this important feature—the vehicle you’re considering may be one of the remaining 20 percent whose manufacturers are still behind the innovation curve.

Q: How often should I get a fuel induction cleaning?
A: We recommend a fuel induction cleaning every 30,000 miles. We have a machine that removes excess carbon that builds up on gasoline direct injection (GDI) engines. Our new, state-of-the-art carbon cleaning process is 80 percent faster than other methods and just as effective. This service will help you maintain your engine’s high-end performance.

Q: How often should I have my tires rotated?
A: We recommend rotating your tires every 5,000 miles to keep them wearing evenly.

Q: How often should I change my vehicle’s oil?
A: It depends on whether you’re using fully synthetic oil or conventional oil. We recommend 7,500-mile intervals for oil changes, and we use a semisynthetic oil. Regardless, we’ll advise you based on your vehicle’s specific needs.

Q: Why are mechanical repairs so expensive these days?
A: Most people don’t realize that everything in their vehicle is controlled by a computer. For example, most Land Rovers have more than 20 modules that speak to each other. There’s a lot of networking within cars, so it takes specialized equipment to work on them. Technicians also have to be highly trained to work with the diagnostic equipment, and good technicians get paid high-end salaries to do what they do.

Q: Can I expect supply chain issues to impact my repairs?
A: Getting some parts can be difficult these days. Even before the pandemic, there were supply chain issues and a lot of parts were on backorder. That can make repairs difficult, but we’ll always be honest with you about possible delays and do our best to return your car as soon as possible.