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January 2024 by Stevie K.
No body likes having to get thier vehicle repaired, but luckily I was able to work with Andrew to get my issue resolved. My girfriends car was originally repaired at an insurance shop in the area which was reffered by the "Gecko." The first shop did such a lousy job that we had to have it re-repaired which is were Andrew came in. I brought in the vehicle and consulted with him over what my issues were. He was a great listener and communicated our options. Once we were done we decided to have him go ahead get the repairs scheduled. After we initiated communication with our adjuster and authorized the initial estimate, we were communicated with on a regular schedule with updates. In the end, while the repairs took a while due to parts delays, we weren't bothered by it as we understood the reasons. Once we did get the vehicle back we were very pleased with the work done correctly - just the way one would expect. If I have another accident I wouldn't hesitate to bring my car back for repairs.
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December 2023 by Jennifer Lucia
Took my 2020 sprinter van in. Was told they would need it for a few weeks by Paul before committing to Penske to do the repairs. Dropped it off Oct 30th. When I asked for confirmation about the timeline for the repairs to be done when I dropped it off was given a totally different story about the timeline to be several months because of insurance supplements and the process. So why did they tell me they would only need it for a few weeks in the first place??????. Paul dangled my keys in my face and said so are you going to leave it or what? It is a job that requires two parties to complete the repairs. The second party is working extra hours and completing their part of the repairs with much respect for my time. I actually feel terrified writing this review. That Penske will purposefully take longer to complete the repairs ( which is replacing the back panel and some repairs to the sliding door) My insurance company did screw up and slow things down by a couple of weeks and that is not Penske’s fault. But I feel bullied and terrified to call and ask for updates or anything else. I feel really powerless in this situation and it really is disruptive having this vehicle out of my possession for such a lengthy amount of time. It is now going on 7 weeks since I left the van with Penske and when I called Paul about an update of when it would be ready he told me a few more weeks for them to replace the panel. (Plus the additional time for the second party to complete interior repairs) This sounds like an excessive amount of time from Penske to replace the panel.There is still no clarity on when I will have my vehicle back. It is incredibly disruptive and I did tell Penske the importance of it being done in a timely manner. I am so disappointed. I do hear they do very good work. I appreciate that. But customer service and respect for time is completely lacking.
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December 2023 by Danielle Trujillo
This was my second time working with Gerald Velasco after my car being hit, first time working with him at Penske. My car had been hit on the rear bumper last month and back in 2021. Both times I specifically requested the entire bumper be replaced with an OEM bumper and Gerald ensured that request was met by the people who hit me's insurance as well as providing me with updates and copies of the estimates for everything, even though I was not the one paying for it. I appreciate that transparency of knowing what was done to my car and having part numbers. Both times he took care of every concern I had and responded to me quickly. I'm very grateful that I got to work with him again and would recommend him to any BMW owners looking for repairs since he came from BMW prior to being with Penske!Thank you so much for taking care of my car, it looked amazing both times.
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December 2023 by C Barnes
We took our Lexus to Penske Collision and were fortunate to work with Amber Ott. She was always available, very knowledgeable and empathic. Our vehicle turned out just beautiful and we couldn't be more pleased with our choice of Penske!
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December 2023 by Danielle T.
This was my second time working with Gerald Velasco after my car being hit, first time working with him at Penske. My car had been hit on the rear bumper last month and back in 2021. Both times I specifically requested the entire bumper be replaced with an OEM bumper and Gerald ensured that request was met by the people who hit me's insurance as well as providing me with updates and copies of the estimates for everything, even though I was not the one paying for it. I appreciate that transparency of knowing what was done to my car and having part numbers. Both times he took care of every concern I had and responded to me quickly. I'm very grateful that I got to work with him again and would recommend him to any BMW owners looking for repairs since he came from BMW prior to being with Penske! Thank you so much for taking care of my car, it looked amazing both times.
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December 2023 by Andrea K.
I'd like to piggyback off of another review on here from 5 month ago and say I ALSO had the unfortunate experience of bringing my car to the Penske on Balboa. The lack of communication and customer service is absolutely insane. My car was at the shop for over 3 weeks before I even heard an update and came to find out parts were not even ordered yet. I understand the shop works with insurance and a certain level of that is out of their control but to have NOT one phone call returned in that timeframe is sad. I called the shop and left voicemails several times and it felt like it took an act of Jesus Christ himself to finally get a call returned. Please don't get me started on the receptionist, who has put me on hold on two separate times and never came back on the phone. Once she must not have muted the phone because I could hear her talking to coworkers and customers, and even me saying HELLO HELLO, she never came back on the line and never transferred my call to the employee overseeing my car. Additionally the shop said the car would be ready at a certain date and it was not, no phone call to let me know that of course. It was so bad at one point my insurance recommended I go down to the shop and sit in the waiting room until I spoke to someone, which is borderline comical. I tried to be understanding for weeks and I know there are behind the scenes things that truly are out of the shops control, but all that would have been mitigated had anyone communicated with me throughout the process. I don't expect miracles to happen, delays are inevitable...but The lack of communication left me to guess what was going on, which is crazy when you're paying for a service to be made to feel that you're an inconvenience to them..... Needless to say I'll never ever take my car here again, and while I understand that my lack of business wont matter to Penske of balboa, hopefully this review serves as a warning to future customers. Good luck out there!
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November 2023 by Ruben Sortillon
Took my vehicle for an estimate and was greeted by a young man by the name of Ralph. He took some pictures of my vehicle and explained the process. It was a little bit longer than I would have like however worth the wait. After the process, I was able to share my experience with Sam, the manager. He asked what brought me in, and I explained the reason. He was understanding and empathize with our situation. He stopped everything to listen and received my feedback on my experience. Sam and Ralph made my not so good situation into a great experience. Sam, I commend you on your customer service and since of ownership. Date of visit was 10/23. Grey BMW x3. Thanks Sam.
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October 2023 by Veronica “Vero” Miranda
Nick was great thank you!! The only thing I'm not happy is with one of the receptionist the one with blonde hair. She needs more training in customer service. She sounded rude and facial expression but not sure if she was trying to be, maybe that's her personality. Needs to change that's just my opinion but anyway. The one with dark hair was nice and smiled.
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October 2023 by Mike Jones
Sam is a great general manager who listens and understands how to treat a customer when they are not treated fairly. Sam made things right and addressed all my concerns and complaints. I really want to say thank you for making me feel heard and welcomed, I am grateful for your help. I came in upset and frustrated but I left understood and happy with the outcome.Vehicle being repaired: 2012 Toyota PriusThank you Sam.
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October 2023 by Kim Kleber
They missed the mark completely. VERY polite when I brought my car in for estimate. Indicated they would take longer than others, but would do great work. Promised an estimate later that day or early next day. Sadly, after 5 days, I have heard nothing.Messages were not returned. Phone was not picked up (all different days & times). POOR communications and customer service.
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October 2023 by Ty R.
As a disabled veteran, I feel ignored by both the supervisor and the rep. I took my car to get repairs done, for the front bumper minor accident. First, the rep told me it would take about 14 days max that was a lie. They had my car for 31 days, and the day that I was to pick up my car the rep called me with some made-up excuse as to why it won't be ready until the following day. Mind you Im coming from another state (AZ) a 2 1/2 hour drive. Got the car and a week later found out that they didn't install the retainers, so I have to take the car back to get it done. Poor customer service and poor communication with representative and supervisor alike. Supervisors allow this to happen so it starts at the top. San Diego is also a military community so this is really unfortunate. Hope new management takes over.
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October 2023 by nicole graneau
Sarah F was the absolute best person to work with. She was very informative and kept the process moving.Service: Body & Trim
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October 2023 by Sunny Diego
I wish I had taken my car elsewhere, I was under the impression that since they work directly with my car dealership (Mercedes Benz of San Diego), they would provide exceptional service. I was wrong.My car, a brand new 2023 EQE has been in their shop for 30 days (today). I was originally promised a 2 week turnaround. 2 weeks went by and the advisor, Connor Cline, asked for another week because they didnt have the part needed (paint). My car is matte, I understand the process would be longer than usual to repair the damage. However, the complete disregard of my time is unreal. My insurance adjustor and I were promised a pick-up date of 9/28, then 9/29, now its 9/30 and no one is in their office to answer my calls despite being promised that they would work after hours and have it ready today. I dont know how many times I have called and been ignored. I understand customer service is not their priority but out of respect for people doing business with them, they should communicate better and refrain from making empty promises. It is both unprofessional and disrespectful. I came by their office and no one was there, Connor left the office without giving me any updates and now I have to wait until next week. I needed my vehicle for a wedding and now there is no way for that to be possible. I have all this in email and I am debating on taking them to court.If you want to be sure about the repair of your vehicle, go somewhere else where they will respect you and communicate with you. Save yourself the time and frustration.
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September 2023 by Rendon C.
I wish I had taken my car elsewhere, I was under the impression that since they work directly with my car dealership (Mercedes Benz of San Diego), they would provide exceptional service. I was wrong.My car, a brand new 2023 EQE has been in their shop for 30 days (today). I was originally promised a 2 week turnaround. 2 weeks went by and the advisor, Connor Cline, asked for another week because they didnt have the part needed (paint). My car is matte, I understand the process would be longer than usual to repair the damage. However, the complete disregard of my time is unreal. My insurance adjustor and I were promised a pick-up date of 9/28, then 9/29, now its 9/30 and no one is in their office to answer my calls despite being promised that they would work after hours and have it ready today. I dont know how many times I have called and been ignored. I understand customer service is not their priority but out of respect for people doing business with them, they should communicate better and refrain from making empty promises. It is both unprofessional and disrespectful. I came by their office and no one was there, Connor left the office without giving me any updates and now I have to wait until next week. I needed my vehicle for a wedding and now there is no way for that to be possible. I have all this in email and I am debating on taking them to court.If you want to be sure about the repair of your vehicle, go somewhere else where they will respect you and communicate with you. Save yourself the time and frustration.
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September 2023 by i c
Replaced windshield- quick appointment, performed quickly - was an all around pleasant experience- Issac was great
