Customer ReviewsforEllmore Auto Collision, LLC

We took the car home and noticed that the right side view mirror would not move up and down, only side to side with the controller, and made a strange sound. Looking at the outside of the mirror, we noticed that it was chipped and not centered in the housing. Iggy informed me that "one way or another, we are going to get it back to you, even if we have to replace the mirror". He also said we would not be charged. A few days later, we went to a store and the car would not start, and then day by day the situation got worse. An airbag light came on, and we took it to a mechanic, and they provided documentation. This warning light was not on before the vehicle was worked on, according to Ellmore's own OBD scan, of which we have a copy. We were told by Erin that our car is old "2007", and I could tell they were not going to take responsibility for the car not starting and the airbag light. After being told the mirror would be worked on and repaired at no additional cost even if they had to replace the mirror, we received an email from Ellmore's, in which this was stated. "We will not be replacing the mirror considering there was prior damage (we were not informed of any prior damage until after we paid and found out the mirror was not working properly). If it turns out, the mirror needs to be replaced, we could install the mirror at no cost, but I need to purchase the mirror (which contradicted what they originally said--also we were again misinformed about when the work would begin-the email states Inspection will take place not work-and I have been given the runaround a number of times-my time is valuable and I cannot keep scheduling dates throughout the year to resolve the issue). If the issue is related to the adjuster itself, we will cover that. Anything else is your responsibility." On the 15th, I asked the manager Erin this:"Just so we're on the same page, when I drop it off, It's going to be fixed at the original cost, and Erin replied "YES" ".

Mr. Lusher canceled his appointment for us to address his concern regarding his mirror. Our technicians do not, and Iggy admittedly never said anything regarding pricing or replacing of any parts. The tech would need to disassemble the mirror to see why the adjuster is not working properly. We would not offer to replace a mirror without finding the concern first. More importantly, the mirror had prior damage and was glued onto the car. That creates more time consuming measures to inspect correctly. Mr. Lusher never showed us any documentation from a mechanic stating that his airbag light could be related to the body repairs we completed. Furthermore, the pre-scan we completed on the 07 VW Beetle when it first came in the shop stated that there were several preexisting issues with air intake, throttle valve control system, and the fuel bank. Also, we have notes in the file prior to the repairs, the owner; Mr. Lusher explained that “Sometimes when stopped has problems going back into gear. Not related just noting for test drive when done” In closing, we are still willing to correct the issue with the mirror adjuster. Unfortunately, without documentation from a mechanic stating the body work we did could cause an airbag light and issues staying started, we will not inspect those concerns further.

QUOTE: "Mr Lusher cancelled his appointment.'' I received a letter in PDF form on 3/23/2023 which stated that repairs to the mirror were exactly opposite of what we were told verbally on 3/15/2023 quote Iggy on 3/15/2023 that "one way or another we are going to get it back to you even if we have to replace the mirror" and toward the end of our conversation on that same date, I asked Erin. "Just so we're on the same page, when I drop it off, It's going to be fixed at the original cost, and Erin replied "YES". ''Our technicians do not, and Iggy admittedly never said anything regarding pricing or replacing of any parts.'' This statement is not true, and I have proof. '' ''More importantly, the mirror had prior damage and was glued onto the car.'' We were never informed by phone and no notation on my bill. I only found out AFTER I paid them, and I have proof. Also, how do I know whether the factory didn't do it, or them. All I know about the glue is now there is glue on the housing that didn't have glue on it before the work done at Ellmore's. ''Mr. Lusher never showed us any documentation from a mechanic stating that his airbag light could be related to the body repairs we completed. '' They wanted it likety-split (2 days), meanwhile I am the one trying to do all this after their errors. “Sometimes when stopped has problems going back into gear. Not related just noting for test drive when done” In closing'' this has nothing to do with my mirror missing bumper nuts chipped glass, upside down switch to gas flap (which again I fixed), or electrical issues, but THEY could add what THEY did to the list. When I said I would not back because of all these issues, the manager, Erin, did not try to even dissuade me. As a matter-of-factly, she said, ''fine''. Now someone who doesn't sign their name at the office sent us the PDF saying they WEREN'T taking responsibility in full, and they relinquished themselves of any responsibility for electrical issues, including but not limited to, the airbag light issue. We were given a date the following week after the work was said to be completed by the desk person, and when we came in, they told us that they were not capable of doing it that day, and we would have to wait until the 29th. This issue was supposed to be resolved that day, but the tech that worked on our car began working on another car, and they did not have the staff to do it, so we were put on the back burner, and when we were to bring the car back on the 29th so later on they sent us the PDF indicating inspections once more but not necessarily a definite correction to the problem, as verbally indicated by the office manager and tech on 3/15/2023. We cannot use up our valuable time going back and forth trying to please them for several issues they caused, including a non-operating automatic mirror adjuster, missing nuts on back bumper, cracked glass mirror, and a mechanical piece under the gas flap which I told them I was able to fix myself with my own time and know how, and they did not even thank me. I have a copy of the prescan to my vehicle, which included things related to previous engine work that was improperly done, but there was no indication of airbag issues and there was no notation on my bill or was I told verbally that the airbag light was on because the light was NOT on when I brought it in, and surfaced when the vehicle lost power which never happened before, and both things occurred days after picking up my vehicle. I told the desk person I was going to provide them with my mechanic's findings, but before I was able to bring it in, I received that PDF from an unknown person at Ellmore's.

When I said I would not BE back because of all these issues, the manager, Erin, did not try to even dissuade me. As a matter-of-factly, she said, ''fine''.

To be exact, in reference to the previous reply When I said I would not BE back because of all these issues, the manager, Erin, did not try to even dissuade me. As a matter-of-factly, she said, "PERFECTLY fine", and accused me of being redundant even though others would call it thorough.

This is what we emailed to Ellmores on 3/28/2023............................ After being able to talk with the mechanic who had to leave for an “emergency” last week, he was able to inform us that his opinion is that the airbag light had nothing to do with the work done at your shop. It’s a shame whoever sent this unsigned pdf didn’t give us more time to respond as I detailed on BBB etc. The stress alone was close enough to just dismiss this individual concern, but to be thorough, and protect our own best interests it was necessary. That being said, the other damages and improper installations of the mirror, gas flap, and missing hardware under the bumper set off red flags. Not to leave out not being informed about “glue” and hearing about how difficult the car was to work on. Which was a real turn-off when it comes to trust. Because of my mechanic’s evaluation, we no longer hold Ellmores responsible for the airbag warning light issue independently. We are still NOT dismissing the other issues mentioned above.

This is what Ellmores emailed us back 3/29/2023 in reply to our email on 3/28/2023...... The hardware under the bumper was not part of the job we wrote up or got paid for it was complimentary and we did it even if it slipped our mind at first it still got done so I am dismissing that concern as well. As for the gas cap it happens, it was an honest mistake that we were willing to fix it didn't affect the cars driving ability and it was a simple fix that we never argued we didn't accidently do. As for the the comments about the vehicle being hard to work on I'm not sure where you're coming from when you say it was a turn off & you didn't like hearing that because it was the truth. We aren't going to sit here and lie to you its an 07 beetle & they are incredibly hard to work on when you have to take several body panels & parts off just to get to the back bumper. Mr. Lusher we have a business to run and customers to accommodate and we never wrote you off but the going back and forth on email is not something we are going to do anymore. We told you we would look at the mirror and determine if it was the adjuster that was broken and you weren't happy about that so you called & cancelled your appointment. You were inform you about the glue & even offered to show you a picture of the glue on the mirror. It may not have been when you picked up the vehicle originally because nobody was under the impression it would cause any issues till now. We do not have way for you to sit and watch your car being worked on. The shop is dangerous & there's a lot going on in it and we do not allow customers back there

Our response to Ellmores reply on 3/29/2023...................... As stated by us numerous times, the hardware in question are the two pieces connecting the rear bumper reinstalled in March 2023. We asked the desk person to replace 2 screws that were missing from the FRONT bumper of the car, which were not put back on by the auto mechanic where the car was damaged in December 2022. Someone there has not truthfully or adequately documented the situation, or they are easily confused. We asked the desk person if they had any screws lying around, could they please put them in the splash guard located under the engine (we had to explain what a splash guard was). We told the desk person we actually had no time to come in years ago when we came to Ellmores with another vehicle (they said was no longer on file) where hardware was also missing, and we fixed that previous car ourselves without complaining. The desk person informed us that it would be no problem, but they didn’t do what we asked, and Iggy finally did it when we had to ask again at time of payment. The hardware in question does not concern the front bumper; it concerns the REAR bumper Ellmores just worked on, and that we knew were there because we recently put in a back up camera in the exact same location. We detail all our cars ourselves and have a very good awareness of their conditions. Both the mechanic and Ellmores did not put screws and or nuts back on................................. “going back and forth on email” We will continue to let Ellmores know what issues we have just like we were asked to do by the desk person, and for our own records. We will also continue to update our predicament on the BBB. If anyone at Ellmores chooses not to address our complaints and concerns, that is Ellmores extreme lack of concern and accountability!

As we indicated earlier, we canceled our appointment on 3/29/2023 because we received an email from an unknown person at Ellmores who told us they would not address all of our concerns. We are very busy with umpteen responsibilities, and we CANNOT keep coming back to Ellmores at their changing whim to accomplish several things that should have been done correctly in the first place, especially when there were contradicting verbal quotes/commitments that did not stay firm......... Ellmores must have known that there was a need to take a picture of said "glue" to protect themselves, but they did not notify us so that when we picked it up we could and would have paid closer attention to the fact that the mirror is now worse than it was before because it will not adjust properly. At least Erin the office manager said "we should have been notified" There is also a trust factor now, and we DO NOT feel safe or comfortable having our vehicle someplace that handles all types of vehicles, but considers ours a frustration because it is difficult to work on.................................................................. In our opinion, that is not being "HONEST" it is making excuses! If they can't handle certain cars, they should not do them from now on, and people should be aware that their "GOLD class" training is overrated!