Eli's Collision Repair of South Bay, Inc.

 

Mr. Calabia,

 

We are extremely sorry to hear that your experience with Eli’s Collision Repair was such a source of frustration for you, and we do want you to know that we take your feedback very seriously.  While it did take 3 months for your pre-ordered parts to arrive, we agree that your customer service representative could have moved you along further in the process by the time your final part was received.  This was poor decision-making on his part.  However, once your vehicle was brought into our facility on September 12, we spent much of our time chasing down your insurance company to send an appraiser out to properly inspect your car, which they finally did on November 7, almost two months later.  Unfortunately, this appears to you as, “Eli’s kept finding things wrong with my vehicle,” but in actuality it was, “your insurance company never properly assessed the damage to your vehicle.”  We understand this, as National General is not necessarily an insurance company that most repair facilities do not work with.  At Eli’s, we only perform the highest-quality repairs to our manufacturer standards, and these repairs can be a bit more costly and time consuming.  National General, however, would rather send their customers’ cars to their own preferred body shops for cheaper repairs that are easier and much faster to complete.  We also understand that the collision repair process can be a confusing one, and we apologize again that it seems we did you a disservice by not fully explaining the difference between a manufacturer certified shop like Eli’s and other body shops.  Should you not choose to use or recommend Eli’s in the future, we hope you will still be aware that there are differing levels of collision repair facilities.  Very few shops guarantee only original equipment manufacturer (OEM) parts with repairs completed to exacting manufacturer standards.  Of course, we do hope you will consider and/or recommend Eli’s in the future should you or someone you know require this degree of high-quality vehicle collision repair service. Please if you are ever in the area , come by and we will do a free wash and wax for you.