ComplaintsforExcelente Collision Center

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This used to be my favorite body shop until recently. My daughter got into a car accident 5/16/23, car was picked up 5/17 and dropped off to ****'s shop Excelente Auto Body. We both tried getting a hold of him for updates, he ignored our calls/texts. July 21st finally get to pick up car. The damages that he got paid to fix are very sloppy and done horribly. New damages caused by his body shop were seen. She had a full tank of gas and car came back empty, kids toys in car when we have no little ones. She called **** and he said to drop off car to see new damages. He tells her it will be a 30m to 1 hr fix if not the next day, keep in mind he already kept car 2.5 months. Days pass and no update. We both call and text him and he's ignoring all communication. I advise State Farm what is going on, they call and still nothing. State Farm said they are trying to get a hold of his as well as they over paid and he needs to return that part back, still nothing. One week later my daughter goes to the shop and he's not there, **** says not sure what's taking long. Another week and he is still ignoring calls. I go in on 08/08 and request my keys. He states he's waiting on parts, I told him he's been ignoring all communication that I had enough and I want my keys. After 3 times he says ok and went to grab keys, he took long so I went to check. He was inside my car with it turned on, not sure why. Finally got my keys and car back. Car still is damaged from hit from unprofessional work done and the new damages that never got fixed. He was supposedly waiting for the passenger rear view mirror his shop damaged but the hood still was not adjusted correctly as it sits oddly, front bumper the underneath is completely falling apart, bolt on tire is messed up, scratches all over passenger front bumper that was not there before accident. I have pictures off new damages as well as the sloppy work and communication he ignored. I'm putting refund on desired settlement as I never will go back.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My white 2015 ***** Accord was left at Excellente Auto Body shop mid January for repairs. The estimate to complete the job was 8 weeks according to the *************** adjuster, it's been 6 months now. This business no longer answers my phone calls or texts. When they did answer my phone calls they kept giving us the run around by say things like, we are waiting on parts or it's getting ready for the paint booth. *************** already gave them close to $10,000 for the quoted repairs, which was a mistake on my insurance company's part, because the incentive to finish the job and get paid is gone. I simply want the repairs done and my car back.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter had an accident December 20, 2021. We needed to have the car towed and estimated in a body shop. All of the body shops where we live had a long wait time. We found this body shop and chose it because of great reviews. Worst mistake of my life. They kept our car for approximately 8 months. When we got it back we discovered the owner had stolen our car from the shop and was driving it for personal use. He had crashed it and not told us. He had committed fraud on the paperwork and to the insurance company. All of those 8 months we called and called and called and were ignored. What little communication we got from them was misleading and deceitful. He continued to lie and say our car was almost ready, in a different shop, doing touch **** This is the worst body work and interior detail ive ever seen. The front desks workers went along with his lies and the small amount of times we were able to see our car in person it was quick and we were not able to fully look. I saw sippy cups, childrens toys, and obvious signs our car had been driven around without permission. Our mileage also doesnt add up. There are hundreds of miles unaccounted for that were added in the odometer. Weve only had this car for a year and two months and we bought it with 29k miles and somehow when we picked it up it was 55k. He took advantage of a hard working mom and daughter. What he did was not right at all. I wouldnt recommend this shop to anyone.

  Business response

  08/18/2022

  My name is *********************** President of Excelente Auto Body & Frame **** been on business over 15 years an in the automotive industry for 23. we currently hold BBB A+ rating
  

  Our company shop did perform repairs on this vehicle 2018 ****** Camry for ***************************.

  2 claims:

  1. 2/20/21 State farm claim#**-28P9-18N01 heavy collision front end

  2. 5/7/22 ***************** claim# **********-1_G403721 medium/large body damage
  

  We did received this vehicle last week of December 2021, we contacted State Farm and after photos and estimate they provided an initial estimate however a few supplements were needed to start/complete repairs, after approval of supplement we went ahead and ordered parts, first batch of parts arrived 2/14/22, repairs continued and because of parts been on back order we cannot completed repairs, they were on hold for a few weeks, parts continued to arrive and final batch of parts arrived on 6/10.

  On 5/5/22 we took vehicle to A/C Shop as sublet to fill A/C

  on 5/7/22 after picking vehicle up on my way back to our shop I got hit by another vehicle (police report available upon request) Not at fault.

  filed up a claim with our garage keepers insurance (*****************) to cover for damages to customer vehicle. notified insurance and vehicle owner
  

  false accusation about steeling owners vehicle.

  we write estimates and perform repairs per insurance guidelines and no fraud with insurance company whatsoever.

  we spoke with vehicle owner multiple times during repair process, they will call for an update, even insurance company was notified about parts been on back order.

  as respond to vehicle owner we kept vehicle in our shop all the time and it was never sent out to other shop for touch **** only shop we took it to it was for the sublet work.

  every time vehicle owner was at shop they were able to see vehicle at their discretion with no rush.

  every time our shop cleans the inside of a vehicle we box or bag their belongings and put them in the trunk.

  vehicle was received with *****k miles and delivered with *****, this is including test drive for both claims, checking for multiple mechanical check points, pre-collision radar and sensor, overheating, suspension noise, water, air leaks, oil leaks, etc.

  vehicle was delivered to owner 8/04/21

  shop paid for owners rental after insurance policy maxed out
  

  we are a small local business that work hard to achieve your goals on customer satisfaction, however not everyone thinks the same,

  shop can provide pictures, invoices, estimates or any other documentation upon request.

  we hope we can come to a resolution, it is very unfortunate, for us, our business and our reputation that this complain was not brought to our attention before and shop and vehicle owner had to do it this way, but we truly believe we have done everything that is on our end to perform safe repairs.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩