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February 2024 by Scott Tietjen
They were very helpful, and courteous. And also did a very nice job repairing my car. I would highly recommend them.
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November 2023 by Katrina Games
I haven’t even gotten my windshield fixed yet but Isaac has been so helpful and great scheduling my appointment and working with my insurance. Thanks so much!
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July 2023 by Jonathan Jarman
This place isn’t very rapid. My truck was broken into 24MAY when someone bashed in my rear glass, and so far still no appintoment to get in. Took two weeks for USAA to pay them and they didn’t order my glass until payment was received. Said my window was a “special” order. With them being open only Monday thru Friday is kind of annoying too. My wife and I have been juggling the car ever since. They give you little to no updates, they were pretty informative at first but since being paid they have fallen off the earth. I don’t know how this place earned USAA preferred. Anxiously awaiting.
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March 2023 by Prashant Kumar
Got my car's (2020 BMW 330i G20) windshield replaced because of a road chip crack. Received very professional and great service. Service Advisor Isaac McLaurin is great! He calmly answered all my questions, which I had a lot of because this was my first time for such a service. I recommend.
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January 2023 by Brian W.
I had just gotten a new bmw and it's 3 months old. I had a small scrape on the bumper and couple dents that needed repair. BMW of San Diego recommended me to this place. I called and asked if I could get an estimate either online or in person. The lady said that their system was down. So I said ok, can I drive to them for in-person estimate and she said no, but they will take my name and number and call me back. I don't get why they need their system to function to give an ESTIMATE in person. I would imagine working on hundreds of cars, they would have a good idea of the cost. In the end, I decided to not go with them based on the fact they couldn't even give in person estimate. Also the reviews for long wait times for car return and the potential insurance games they may play was not to my liking. Oh and I still haven't gotten a call back so that's not a positive start.
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November 2022 by L M.
Heidi Howie , Mgr, and her Team at Penske Collison are awesome. I had some unexpected damage to my automobile and Penske Collision of Escondido performed the repair work. The vehicle looks amazing, and the personalized service was terrific. I have Heidi's card tucked away in my file, for a "just in case" should life throw me an unexpected curveball in the future, I'm ready!
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October 2022 by Mario G.
Insurance fraud and extremely poor service. August 10th I went to Penske for an initial appointment to repair the back glass panel of my BMW i3 electric vehicle. They asked for the estimate I was given by my insurance. I wasn't sure why they needed that before making their own estimate. Sarah told me she would contact me when the parts came in and to schedule a drop off of my vehicle. Sarah went AWOL and didn't respond to my calls or emails for 6 days. I finally heard from her on 8/17 to schedule and confirm drop off on 8/18. You need more notice than a day to drop off your car for an undetermined amount of time. I finally got confirmation for a drop off on 8/19 and was told it would take 72 - 96 hours for a triage to determine the length of repairs and if more repairs are needed. Sarah goes AWOL again, and after 7 days I reach out to her for some type of update on 8/25. She responds that additional repairs are "required", and that she contacted the insurance for an approval for basically double of what the initial estimate was. I was never consulted or gave authorization for an additional repair or to reach out to my insurance for an approval. These decisions were made for me and not by me. I was a bit upset and told them that I didn't want to do the additional repairs at this time. She tried to pressure me into it and sent me 3 different photos of the alleged damage to the bumper pads and bumper cover sides of my vehicle. The photos were not even of my car!!! It was the same model and color of a different car that needed repair. The bumper wasn't touched in the accident and I didn't have scratches and other issues on the bumper and bumper covers when I brought my car in, but they magically appeared in these photos. I continuously refused the additional repair, and asked repeatedly for my vehicle back. Finally on 9/1 I received it. Penske of course received a check from my insurance for the additional repairs, that I refused to do, and didn't tell me. As a minority, I'm accustomed to being deprioritized, taken advantage of, and having decisions made for me and not by me. I'm going to file a police report, complaint with the BBB, and a civil claim. Businesses with shady practices need to be held accountable for their actions.
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August 2022 by Tracy L.
I wish I could give them a zero star rating! If you're looking to get your vehicle repaired do not go to Penske on Balboa! Worst service ever... Managers do not return phone calls & lie when they have you on the phone . our brand new Mercedes was hit it has been in the shop for over 5 weeks and now they're telling us it's going to be another 3 weeks. When my husband went to go check on it the door was off our brand new interior it was full of oil and nothing has been done to the vehicle. They are charging our insurance for a tool that their shop does not have. Just ridiculous. If Only I had read the reviews...smh!
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July 2022 by Roderick S.
Over the years this body shop had fixed our company cars. Even with frame damage it has always been perfect every time. Lately Insurance companies refuse to let Penske buy after market body parts. Since they are an OEM only shop, now we go elsewhere. We miss this high end top shelf body shop. Thank you Connor Cline for your exceptional customer service. Roderick
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May 2022 by S G.
I went to the location in Escondido/took over Brecht automotive repair location and Brendan was so wonderful in helping me get some glue/tape off my car that I thought was scratched... I felt silly thinking it was a serious paint issue/scratch and he just got some solution and wiped it right off! Great customer service and very friendly!!! Thank you!! Mini Escondido service department transferred me to them (was not happy with their passing this off) but both the administration and Brendan were so helpful and quick to assist!!
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May 2022 by torin c.
I see all these negative reviews about the time it takes to get their cars back. It's covid times people. I'm a business owner, and i know that everything is more expensive and takes longer to receive, not to mention trying to find staff members to actually want to work. That said, penske did a great job on my 4 runner. Ralph was my agent, and he kept me informed throughout the process. My 4 runner's bumper looks great, and my car looks shinier and better than it did when i took it to them. Thanks ralph and penske. Great job! - torin
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April 2022 by Ranielle T.
I got into an accident and was looking for a place that would replace my broken parts with OEM and they only deal with OEM parts . No aftermarket parts. I got into this accident with original parts and expected to get Original parts and they delivered. I made an appointment and met with Ralph for an inspection and a quote. He told me the insurance company I'm dealing with was a headache and I might have to pay out of pocket. But the insurance company and Ralph were able to work it out prices/labor and I paid nothing for original parts since a lot of insurance will pay aftermarket prices since it's cheaper. That was such a big worry since it wasn't even my fault. Ralph had exceptional customer service skills! He responded to all my emails and calls in a timely manner, sometimes just within a couple hours or even within the hour. He kept me well updated and even got my car done a bit earlier in the day so I could pick it up sooner. He made this repair so easy and I knew my car was being taken care of. THANK YOU.
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February 2022 by Carter H.
Worst experience! I should've walked out when I first got there because when I was in the waiting room there was a gentleman complaining about how he has been waiting for his car for over a month and still has not received it. Do yourself a favor and go anywhere else. They will lie and tell you whatever they think you need to hear to steal your business, time, money, and mental stress. They told me that it would take a couple weeks to fix my car so I said ok that's not bad. Boy did they fool me. They did not keep me informed as to what's going on throughout the process. I called then called then called again to find out what's happening and how much longer it will be then finally when i got ahold of the advisor they said it will be ready in a few days to a week and of course it was not ready and the excuses just kept flooding in. Then over 5 weeks later you finally get your car back with an apology saying it's a supply chain shortage lie when your part was at the dealership the whole time.
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February 2022 by Jackson H.
Before you bring your car to this place to be repaired please be forewarned that they will try to charge you an exorbitant amount of money. I've had cars repaired there before with no problems but all of a sudden they seem to have changed their policy. I just recently dropped off a car to be repaired that was still drivable. I told them I needed the car repaired and that the insurance was going to take care of it. He mentioned to me that they use only OEM parts. I specifically told him before they started anything I needed to check with my policy to see if I have the right to demand OEM parts or not. He said he understood but despite that knowledge he still tore the car down and called me with an estimate of over $10,000 to repair the car. The insurance adjuster came out and reviewed it and came up with their estimate of $7,700 to repair the car. When the service person from Penske called and told me that and told me what the difference was and that was mainly because of the OEM parts and asked if I would pay the difference. Of course I told him no way what I do that and that he didn't even have permission to proceed until he heard back from me after I talked to the insurance whether or not I could demand OEM parts. This was to avoid exactly what was happening. When I told him that I would not have the car repaired there and I will have it repaired somewhere else he said well you will have to have it towed and pick up all the parts that are laying around and pay us for the teardown. Just came to $550. All this despite the fact I never gave them permission to go forward. Unfortunately at that point there was not much I could do I had to pay the $550 teardown price. But I did get the car out of there and have it repaired at a better place that will accept the insurance for the full repair price. Once again be very leery about using this place.
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December 2021 by Tyshon B.
Had my car broken into and had 2 windows broken (driver and rear passenger), armrest and radio damaged as well as a minor chip in the paint on the passenger door that has the broken window. I've used this place a few years back for my wife's car and figured I would take my car there since they did the work in a week (replaced car hood). I regret it now as I turned my car in on 11/11/21 and still do not have my car back. I've had to call for updates and stop by to get updates as my advisor Connor Cline has not been giving me updates as he should (had to call or email every time). Supposedly all work is done with the exception of one window that still needs to be replaced and 3 windows needing to be retinted. This window was ordered 2 weeks ago the first time but showed up broken. Was reordered and showed up next week with a chip in it. I had to call Connor to get this info (which he responded back by email) . Last I heard from him was on 12/23/21- "I will opt out to other alternatives and see if I can get a glass here quicker and non-damaged . I will keep you updated". I've emailed him today and still no response. It seems I will not have my car back until after the new year at this point (would be over 2 months). My rental car was good for a month thru my insurance but that time has passed 2 weeks ago. Makes no sense for the repairs to take this long as my car was not in a collision so no body work is needed. I will advise anyone that need to repair damages to their car stay away from this place as there are other better repair shops out there that will give prompt service and communicate better. They seem to be dragging their feet. *Also when I turned my rental car in (Enterprise- across the street from Penski) and explained what was going on they stated a lot of their customers have had similar issues with communication and delays in returning their cars with Penski
