Penske Collision Center

We have attempted to contact this customer several times to find out what we can do to help resolve this issue, leaving voicemails each timePerhaps she is out of town, or very busy; but, as of today, we have not received a call backObviously, we wish to address her concerns person to person and find out what the customer feels a fair resolution would look likeWe await her contact to proceedThank youUpdate: Just wanted to let you know that despite repeated attempts to contact this consumer to resolve her complaint, she has not responded to usHer original complaint asked for resolution by simply calling her, giving her a completion date, and getting her car back to herThat was doneShe still seemed upset through this correspondence back and forth through Revdex.com, so, I am sending her a goodwill check for $which will be sent to her address within a couple daysIf you could pass that along to her, I would appreciate it

Was involved in a collision my car was towed to Penske as there trained in BMW repair have used them several times over the last years there customer service is very bad they take excessive time for repair far more then what they tell you knowing they have customer service issues when I talk to the service agent Erin C I explained in the past I have experienced bad service she assured me she was not like that I said ok they do not return phone calls text or email I had to drive miles to talk to her there never at there office or able to get a hold of themThe responsible insurance came out days after the accident Penske service advisor Erin C had no idea they came out after days I finally got an email saying there still waiting for the other insurance and they have not been out she has all the information but fails to follow though now they have said the cost is to high to repair I had to contact my attorney to get the information Penske had no idea
I brought the letter from the other insurance that stated they are the responsible party I tried to tow the car out of facilitie even I should her the letter an was willing to give her a copy I payed to have a tow truck come out to get the car but was turned away Erin C told me and the mechanic personally " all she needs is for the insurance to call her and tell them they are the responsible party to pay once they did that she would release the car for pickup " we said fine the bill was for brake down or the car and storage this was 2,dollars she spoke with the insurance adjuster the agreed on a cost of 1,dollars I had to call her several times with No call backs finally I emailed her the she called me and told me that they settled at 1,dollars I expected that was it for reasons she told myself and the mechanic that was getting the salvaged car once she was told who was going to pay the bill she would release the car a couple more days went buy I have not heard from her as usual I emailed her she said the she would clear the car for the mechanic to pick up I called the mechanic and told him she cleared the car for pickup so he sent his tow truck out to get the car and again they turned them away I tried several time to call her the said she not there as usual but the mechanic was on the phone with his tow truck guy Erin C was there as she talked to the driver so I had to call back and I told them she is there she finally got on the phone I told her we did as she requested we had the insurance adjuster tell her they were the responsible party and the would pay she said she could release the car once the tell her that now she saying she needs the money first so the tow truck was turned away again this is not cheep to keep having them go out to pick up a car and be told no her excuse this time was the insurance adjuster said he was se find me the check not to Penske she actually talked to the adjuster if she needed the check sent to her she should have told them
Now she know the check is coming as she said that's all she needed was a conformation from them she got that but still won't release the car both the mechanic and I was told that's all she's needs That was a lie this company tells you things to pass you off and does not follow though with what say when questioned they just stay company policy this company does not work with you they will tell you things and not follow though with what they tell you then just say company policy they are diseptive say one thing and do another in this case it cost me a couple of hundred dollars in tow truck fees

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Penske solved my problem and I want to close the case thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Penske did not respond to my numerous calls throughout the weeks they had my car&did not finish repairs until I physically went to shop & told them complaints were filed with Revdex.com& Bureau of Automotive Repair/They should not be trying to claim they were responsive& helpful as weeks is an unreasonable amount of time to complete repairs.(Also note insurance company says delays were due to Penske not contacting them regarding the estimates not from insurance delaying payments once finally contacted)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Penske did not respond to my numerous calls throughout the weeks they had my car&did not finish repairs until I physically went to shop & told them complaints were filed with Revdex.com& Bureau of Automotive Repair/They should not be trying to claim they were responsive& helpful as weeks is an unreasonable amount of time to complete repairs.(Also note insurance company says delays were due to Penske not contacting them regarding the estimates not from insurance delaying payments once finally contacted)

We are handling this here at the store level, and my General Manager, *** ***, is involvedWe will not be responding through this medium any further in this instance based on legal adviceThank you
*** ***

We have attempted to contact this customer several times to find out what we can do to help resolve this issue, leaving voicemails each timePerhaps she is out of town, or very busy; but, as of today, we have not received a call backObviously, we wish to address her concerns person to person and find out what the customer feels a fair resolution would look likeWe await her contact to proceedThank you.Update: Just wanted to let you know that despite repeated attempts to contact this consumer to resolve her complaint, she has not responded to usHer original complaint asked for resolution by simply calling her, giving her a completion date, and getting her car back to herThat was doneShe still seemed upset through this correspondence back and forth through Revdex.com, so, I am sending her a goodwill check for $which will be sent to her address within a couple daysIf you could pass that along to her, I would appreciate it

I can understand Ms. [redacted]'s frustration; as an UBER driver, her car is her livelihood! We were quit frustrated that her insurance company took nearly 2 weeks just to come out and inspect the car and give us an estimate for repairs in the beginning. Then, imagine our shock and surprise when they...

provided an estimate that directed Penske Collision Center buy used parts to perform the repair on her 2016 Toyota Corolla. Ms. [redacted]'s Advisor, [redacted], continued calling METROMILE Insurance company for a further 2 weeks before finally reaching someone at METROMILE who could authorize the use of new parts. We actually then completed the repair very quickly, and received many thanks and hugs from Ms. [redacted] when we delivered her car to her on October 12th.

We have attempted to contact this customer several times to find out what we can do to help resolve this issue, leaving voicemails each time. Perhaps she is out of town, or very busy; but, as of today, we have not received a call back. Obviously, we wish to address her concerns person to person and find out what the customer feels a fair resolution would look like. We await her contact to proceed. Thank you.
Update: Just wanted to let you know that despite repeated attempts to contact this consumer to resolve her complaint, she has not responded to us. Her original complaint asked for resolution by simply calling her, giving her a completion date, and getting her car back to her. That was done. She still seemed upset through this correspondence back and forth through Revdex.com, so, I am sending her a goodwill check for $300 which will be sent to her address within a couple days. If you could pass that along to her, I would appreciate it.

I try very hard to be objective in any review I write, so I'll explain first why this place got one star, other than the fact that I can't give it 0.
After being rear-ended on the I-5 freeway, I brought my Mercedes-Benz GLK350 to Penske Collision, as suggested by the Mercedes-Benz dealership where I bought my car (6 weeks prior). I will tell you that I grew up with my father owning a European collision shop, and I have worked in the automotive industry my entire life. I've also judged several European car shows, and currently work in the OEM industry. So I am admittedly pickier than the average person, but I also know what to look for.
When I arrived, I have to say that [redacted] was extremely helpful in doing the intake paperwork and trying to get me into a rental car, talking to both insurance companies, etc., although the process took a couple of hours. He was very responsive via email and I think he gave it his best with an insurance company that turned out to be difficult to work with. Paul is the reason this place would get even one star from me. Then he went on vacation, and I was reassigned to [redacted]
Here's where they lost the other 4 stars: I was rear-ended at a very high speed on the freeway on the right corner of my rear bumper. Although my vehicle arguably held up pretty well visually (other than the bumper and exhaust, obviously), the other car was totalled and my whiplash restraints deployed in both my headrests. It was not a little fender-bender. I noticed right away that the left front quarter panel and hood no longer lined up correctly. In fact, very few of the gaps on the vehicle were correct anymore, including the back glass, which had shifted a couple of mm's to the left (you could see behind the glass). One of the doors was sticking a little bit. When you get hit in the right rear, and the left front no longer lines up, red flags go up. This vehicle has less than 20k miles on it and was in pristine condition, NO prior damage. I told Penske Collision that I wanted a complete estimate including diagnostics on any frame/structural, suspension, and mechanical damages before they began body work. I received a first estimate- no mention of the shifting of the body panels, damage in the front, shifting of the glass in back, or resetting the headrests. No diagnostics were done on the structural components, no alignment attempted, nothing. I pushed back and got a second estimate after they disassembled the vehicle. They found some additional damage but still no mention about any of my concerns. No diagnostics whatsoever. We were two weeks in at this point.
Upon pushing back again, I offered to have someone from the dealership who had already seen the damages show [redacted] what I was describing (though honesty, it was obvious). [redacted] told me that he is one of the most experienced Mercedes-Benz estimators in the country (in fact that he "IS Mercedes-Benz") and that there was absolutely nothing wrong with the front left quarter panel alignment with the hood, nor the rear glass, nor any other gaps on the vehicle. He stated everything was symmetrical and lined up perfectly, which it was not. I received a very condescending email from him later stating that he was sorry I had been in a "frightening rear end collision" but that there was no structural damage and that all of the gaps on the vehicle were fine. I was traveling internationally at the time, so my boyfriend went to the facility the next morning to show [redacted] what we were talking about. [redacted] immediately agreed that the panels were "definitely off", the gaps were not correct, there was an issue with the rear glass, and that they would write another estimate.
At this point, I was so upset at being spoken down to, lied to, and generally pushed around that I took the vehicle to a different shop. The new shop inspected the vehicle and agreed that Penske had underwritten the estimate substantially. They also mentioned that they get cars from Penske all the time. I am still fuming that [redacted]treated me like a damsel in distress and argued with me when I described the damages (REPEATEDLY) to him, but agreed immediately with a man who came and pointed them out. This is really what pushed me over the edge into taking my vehicle to a different shop. Unprofessional to the extreme, especially when you're not dealing with a lay person, but someone who works in the industry.
Though "Mercedes-Benz Certified", Penske Collision Center is a terrible representation of Mercedes-Benz, and I will definitely convey my disappointment to the local dealerships.
Other side notes: When you call, you will be placed in a queue where you will remain for anywhere from 3-10 minutes before your call is answered. The work here is also very slow, as I was told 4 weeks from date of accident to completion if it were just the bumper that needed to be replaced, 8 weeks+ if there was structural damage.

I am a little confused; this customer picked up his car on Thursday 7/3 according to our records. I will have the Customer Service Manager, [redacted] , contact Mr. [redacted] today as a follow up.
Thank you
[redacted]