Elkgrovecustom reviews

1541784205

Nik Mo Glenn

google

Nicole, This is Brian Keegan, Service Director at Elk Grove Custom. I want to extend my sincerest apologies about the lack of communication about your son's collision repair. Our prior GM is no longer with us and I believe this is likely where the miscommunication occurred. For that, I truly apologize we dropped the ball in the flux. We value you as a customer and will use this experience as a teaching moment for all of our staff. We will always work to make it right and I hope that we have the potential to keep you as a loyal customer as we move forward. If there is anything else I can do, please don't hesitate to give me a call directly at 209.640.9950.

1541813018

3

have to start this off by saying Thank you to Eduardo (Eddie) for taking charge of my claim. He really stepped up and saved this reference from being a 1. I will start off by saying that this is one of the only collision centers open on the weekend. My son was in a collision on Saturday SEPTEMBER 1st and was able to have his car towed to this shop and get the claim process started before they closed. The advisor Joshua gave me an estimated repair completion of 1-2weeks I knew that might be a little unrealistic but I loved the idea of that type of turn around time. Then we met with Desiree in the rental car department she was really attentive and accommodating. Although they offer rental cars for some reason AAA does not offer reimbursement through them. She promised to escalate the issue and in the meantime she provided us a rental with a low daily cost. For the first two weeks Joshua called and followed up with my son on the progress. The 3rd week he received an email stating the repair was estimated to be completed on September 28th. With no follow up call received stating otherwise we went to pick the car up and to our surprise it was not ready. After the 28th there was no follow-up from the shop at all any communication was initiated from us. On October 4th we called and Joshua advised the car would be ready a week from that day and they would call the morning of the 11th with a pick up time. The 11th came and passed. On Friday October 12th at store opening, I went in and asked for a manager. I was advised that all managers were at a meeting, I advised the receptionist I would wait and in the meantime I asked to go see the car. The car was sitting in the same spot it was in 2 weeks prior Covered in dust, everything that was in the car and trunk was on the ground beside it covered in even more dust, including a child car seat and stroller. The car looked like it was all put together except for a door handle. In steps Eddie! I expressed my frustration at this whole process and he listened intently didnt give me excuses he just promised he would do what he had to do to get the car finished. He advised me he would send me pictures when it was done being detailed. I waited until about 4 and went back without calling and asked to see the car again. Thats when I met the General manager Nancy. She was standing by the car when I got back there. She was trying to figure out why this car was still there. She advised me the delay was parts related at that point I didnt want excuses, I wanted my car. Eddie was out getting a part to complete the repair so I left. About 8:30 pm I got the pictures he promised and a call to explain everything that had been done since we met that morning and advised we can come get it in the morning. As promised he had our car ready on the 13th. He delivered as promised, he knocked off 1/2 of the deductible and asked us to let the paint cure and bring it back in 3 weeks to a month so he can detail and wax the whole car. I waited to do the review after the follow-up detail and to see if any issues arise. I am really big on supporting local businesses and I wish I knew what really delayed the repair of our vehicle or why communication broke down but It really seemed that the returning our car to us was not a priority until Eddie Stepped in. Eddie and Desiree I give you 5 stars!!! It seems the collision side needs to try and match the quality the Detail side provides and Communicate!!!! Thank God for the lifetime warranty on the repair

1600702002

Terry Ocana

google

Terry, We don't see you had any body work or detail service at our Elk Grove Custom location. I do however see you had service at our Nissan service location. We want to ensure our clients are happy regardless of where they service. Please give Don Tomblin, our Nissan Elk Grove service manager at 916-405-5159 and he'd be happy to see if he can do anything to make it right.

1600877572

1

To slow, car not clean

1544647607

Fernando Gonzales

google

Fernando, Thank you for sharing your 5-star experience with our Elk Grove Custom team. We are so happy to hear the work you had done was the best. Until we see you next, happy motoring!

1544735957

5

Best experience. Excellent work. Professional!! Ayy

1604074286

Robert Haufler

google

Robert, Thank you for the review! We are so happy to hear you were provided with such good service. Until we see you again, happy motoring!

1604080203

5

Great job color matching my bumper. Very professional service. Finished 1 day early!

1647775567

Justin Murphey

google

Justin, We apologize for any frustrations. All pricing advertised on our websites are starting at prices as some cars do require additional work. Some more than others. If your vehicle does require additional work, it may indeed take more than the day to complete your vehicle to the high quality of work we pride ourselves on. We apologize we couldn't meet budgets to earn your business.

1647901954

2

Went to get interior and exterior detail, was told it "couldn't be done under $400" which is already over $50 more than advertised price. "rental" is also only for 24 hours while they want your car for 3-4 days.