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Ellis & Salazar Garage & Body Shop

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Reviews Ellis & Salazar Garage & Body Shop

Ellis & Salazar Garage & Body Shop Reviews (5)

Obviously, we regret that a customer has to rely on a third party to gain resolve for unsatisfactory repairsWe take great pride in providing safe and sound repairs for all of our customersIt’s very rare that we cannot resolve any repair concerns and we feel confident we can make this happen for this customer as wellWe have reached out to the customer and are in the process of completing the necessary repairs to resolve all of her concerns We provided the customer with a rental vehicle (at no cost to her or the insurance company) while the repair concerns are being resolved to her satisfaction The service advisor and location manager have been working in unison to see that the required repairs are indeed correct and completed in a timely manner as not to inconvenience the customer more than she already has endured The service advisor has written a letter to the customer addressing the shortcomings of the repairs which ultimately led to her dissatisfaction In that letter he has addressed the part delays and the errant suggestion to take possession of her vehicle while still in an unsafe conditionWe have taken several measures to ensure a similar situation does not occur in the future It is with our deepest apologies that our customer had to notify you of poor customer service to obtain your services to gain completion of corrective repairsIt is always our goal to wow our customer and provide a positive repair experience second to none Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Obviously, we regret that a customer has to rely on a third party to gain resolve for unsatisfactory repairs. We take great pride in providing safe and sound repairs for all of our customers. It’s very rare that we cannot resolve any repair concerns and we feel confident we can make this happen for...

this customer as well. We have reached out to the customer and are in the process of completing the necessary repairs to resolve all of her concerns.  We provided the customer with a rental vehicle (at no cost to her or the insurance company) while the repair concerns are being resolved to her satisfaction.  The service advisor and location manager have been working in unison to see that the required repairs are indeed correct and completed in a timely manner as not to inconvenience the customer more than she already has endured.  The service advisor has written a letter to the customer addressing the shortcomings of the repairs which ultimately led to her dissatisfaction.  In that letter he has addressed the part delays and the errant suggestion to take possession of her vehicle while still in an unsafe condition. We have taken several measures to ensure a similar situation does not occur in the future.  It is with our deepest apologies that our customer had to notify you of poor customer service to obtain your services to gain completion of corrective repairs. It is always our goal to wow our customer and provide a positive repair experience second to none.   Thank you,

Before I get started on History, I want to let you know that the correct date of purchase started 3/12/2015 and the car was completed 3/30/2015. We completed the repairs to Mr. [redacted]'s Prius on March 30, 2015.  His original estimate was written by ABRA Auto Body in Westminster,...

Colorado.  The estimate was originally written for $2282.13 and showed a $1000.00 deductable on October 30, 2014.  Mr. [redacted] received a check for $1282.13 that he cashed on January 7, 2015.  We had to find this out in the collection process. Mr. [redacted] signed an authorization that informed him he was responsible for payment of the repairs.  The total Repair cost was $3857.12. When he picked up his car he informed us that the that his decuctable was changed from $1000.00 to $250.00 and that he did not have payment from insurance company.   We verified the deductable change and waited for the insurance payment.  We collected $250.00 from Mr. [redacted] and released the car.  Liberty Mutual also sent payment for supplemental repairs that were additional for $1544.69.  The  remainder to be paid was the $750.00 balance due to change in deductable and the original check for $1282.13. . There was a difference of 30.30 that we chose to write off due to parts price differences.   We did not receive payment from Liberty Mutual until June 23.  It was for $750.00 the deductable difference.   We called to find out why we did not receive the $1282.13.  We were told that Mr. [redacted] had already received that payment and the check had cleared on 1/7/2015.  Mr [redacted] has never mentioned any incompleteded repairs to us.  We did receive a poor CSI review back from him on 4/28/2015.  It has no mention of incomplete repairs.  The only thing said in the comments section is "Listen up front and talk on phone often" his exact words.  The service writer called and left a message for Mr. [redacted] to give us a call.  We always follow up on poor reviews  and try to resolve issues.  Our CSI scores are tracked and we value the feed back. Shop scores are usually 90+.  Mr. [redacted] did not return calls after 2 messages.  We do not pursue contact after 2 attempts because we do not want to be a nuesance to customers. In June, Mr [redacted]'s receivables were showing up on our aging receivables list and we made several attempt to contact him.  He would not return the calls. On July 1st, [redacted] (the Service Writer handling the file) sent him an email letting him know we were going to have to take legal action if he did not resolve the payment. I also personally left a message for Mr. [redacted] that I did not want to pursue any legal actions and to please give us a call.  We did not receive a call back. On July 3rd we started the legal process by send a Certified letter.. First attempt  to deliver was 07/06/2015 Second attempt was 07/08/2015 Third attempt was 8/01/2015 Letter was returned to sender 08/05/2015. We still did not receive any form  of contact from Mr. [redacted]. On 9/17/2015 our CSR(customer service representative) call from he personal phone saying "hey [redacted], this is [redacted], give me a call." (2:41pm) 9/17/2015 5:25pm ([redacted] calls back)  They discussed outstanding balance.  He wanted to know the exact amount. She told him it needed to be paid imediatly  that the payment was 6 months delinquet. 9/18/2015 she left message again with the exact amount of $1282.13 and that we needed a reply by the end of the day to prevent any further legal action.  Again no call from Mr. [redacted]. There was no communication on the until his vehicle was repossessed on the evening of 9/19/205.  We are closed on Saturday's but [redacted] (the service writer) was was working at the office on paper work when Mr [redacted] called to tell him he was not happy with us.  He came in a wrote a check for $1282.13 the balance due. He did not mention anything about incomplete repairs at any time. Mr. [redacted] left to pick up his car.  The repossession charges were $650.00.  I do not know where his claim of $900.00 disputed amount comes from. This was a payment issue not a repair issue.  If there is a repair issue, we will gladly take care of it.  He will need to go over the repair issues with myself or one of my managers in order for us to resolve this.  Repossession is a last resort.  In the 25 years at Ellis and Salazar I can only remember having to follow through with it 4 times.  It takes sides to resolve these issues.  [redacted] w

I am the regional Manager for the Ellis and Salazar stores and I’m sorry for the late response but I did not receive this till this afternoon so I will let you know that we have called Mrs.[redacted] and left her a message that we have received her part for her jeep.The problem in the beginning was...

the Ellis and Salazar did break the part trying to fix the jeep, we tried to order just a zipper to fix it and we could not get just the zipper, so we then ordered the complete back glass assy. But as it turn out we could not get all the parts we need to fix it with the glass order so we had to order the complete top assy. And that took a little while to get that in but it came in on 5/20/17 and we left a message with Mrs.[redacted] on Monday the 22nd. Again am sorry for the late response but we should be able to take care of the situation now at her convenience.

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