Complaints

This profile includes complaints for Eli's Collision Repair's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Eli's Collision Repair has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Eli's Collision Repair

  8635 Aviation Blvd Inglewood, CA 90301-2001

• 

  Eli's Collision Repair

  14700 Hindry Ave Hawthorne, CA 90250-6757

• 

  Eli's Collision Repair

  1020 Colorado Ave Santa Monica, CA 90401-2846

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car in for a repair as it had gun shot damage. Appraisal was completed 09/23, was called to take car in on 1/8/24 and it took 16 weeks for car to be partially completed as a part is still missing. Picked up on 4/12/24. Only to find that there are a number of additional damages. Wireless charger broken, multiple scratches. The quality of work ethic and work is unacceptable! I would like to have all of the existing and new issues repaired and to be provided with a car rental or loan during the additional time it takes to fix.

  Business Response

  Date: 04/19/2024

  ****************** returned her vehicle to our shop for assessment, at which time we determined that her concerns were related to pre-existing damage to her vehicle prior to it coming to us and unrelated to our repair. We did identify two items that we agreed to remedy at no charge to her and in the interest of good customer relations.
  
  ****************** was also made aware that we did experience a delay in the delivery of parts from the manufacturer, which is ultimately what contributed to the length of her repair.  We are even now waiting on a final part for her car that was ordered months ago, however we were able to get her back into her vehicle while we await delivery.
  
  We feel that we have resolved this complaint with ****************** and that it should be dismissed.

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to take my car to ***'s for repairs. I filed my claim with AAA and they sent payment to ***'s directly. I had unforeseen engine issues and my car was at the mechanic's shop for about 3 weeks. I contacted ***** at ***'s to make an appointment and no reply. I emailed, called and also attempted to call ***'s directly but couldn't reach a human. Only an email address. It took a week before I finally heard back. He still couldn't give me a date. I reached back out a few days later and ***** said he had to check with management. At that time, I asked for a refund to AAA and I will take my business elsewhere. Now it has been over a week since that request and he hasn't been able to discuss this with upper management. This seems like insurance fraud for them to keep the money without doing any repairs.

  Business Response

  Date: 03/09/2023

  Dear **************,
  
  We understand that your car was scheduled to come into our shop on February 1, and that, due to unforeseen mechanical repairs, your vehicle was detained until February 22, your appointment was missed, and it was unable to be rescheduled prior to today.  Of course, we were very sorry to hear this, and even more regretful that you have chosen to take your vehicle elsewhere.  We can assure you that under no circumstances would we retain funds for a repair that was not completed, let alone started, at our facility.The refund to AAA has been initiated, and is being processed in accordance with our shops policy. However, the refund process should not preclude you from taking your vehicle elsewhere for repairs; your insurance company should not create any delays for you in this regard.

  Customer Answer

  Date: 03/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle to ***'s ********* and they stole multiple parts from ********** the hood of my car including ******* battery , cold air intake and more and left me with a car that wouldn't even turn on when I tried to get a jump.
  They filed False fraud claims against me and tried to set a negative character profile against me so that if I was to claim anything it would simply be ********** I have all the ********* proving that what I'm claiming is in fact true and I just want to warn other people about the kind of stuff that ***'s is capable of.

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/08) */
  It is difficult to address this complaint when the customer claimed she was insured, however, after much back and forth with the information she provided, it was later discovered she was not. We disassembled the vehicle only after she signed a teardown authorization for repairs; we then reassembled it at her request, as well as her inability to provide proof of payment. We graciously agreed to waive all fees, although we spent hours of labor on the teardown and reassembly, all while storing the vehicle for almost two months (which also carries a charge). The car was returned in the same state it was received: non-drivable.
  
  We would be happy to finish the job as she requests, however she removed the vehicle from our facility and has yet to provide us with a clear ability to remunerate any handling or repairs.

• Initial Complaint

  Date:10/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We need our vehicle back. We first brought it into ***'s on June 10 and were working with someone named ******. I told her we needed to order the parts ASAP because we knew there was a backorder problem.
  
  Mid-July I find out that ****** is gone and ***'s needs to start from scratch because they lost the files on us. No parts were ordered in the meantime. I tell ****** ******* that we have cross-country move coming up at the end of October and we need our ****** back by then.
  
  At this point the insurance company of the at fault party has cut off the rental car citing ***'s unjustified delays. Our car was in the "paint and dry" phase starting August 31 for almost a month. ***'s told the insurance company they expected to have the car done by the end of September, but that deadline has come and gone. On the phone ****** told me that one person was out sick for a week so nothing could be done on our vehicle? It is currently in the "reassembly" phase. I was told mid-October as the new estimate but I am deeply worried that ***'s will blow this deadline as well. I need all hands on deck for our vehicle to get it done in the next few weeks. ****** also just told us that the car needs to go back to ****** Pacific once they are done... So everything became all the more urgent to work quickly.
  
  I am not being taken seriously that our vehicle NEEDs to be drivable by October 25, which means both entities being done with our car. Given that I have been putting pressure on ***'s since day 1, June 10, to get things together, I am very sad that I still need to put this mental energy into advocating for myself to get our car back in time to move.
  
  I am at a loss of why everything is taking so long. The least ***'s can do now is to meet our deadline. We are going on 4 months...

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 5, 2022/10/04) */
  We understand that the vehicle collision repair process can be very confusing in its complexity, so we do our best to help demystify this for our customers. In **. ******'s case, while she may have asked ****** to pre-order parts in June, she did not commit to having her car repaired at ***'s and sign the authorization for us to pre-order parts on her behalf until July 12, 2.5 months ago. Prior to this, we were told by the insurance company that **. ****** had chosen to go with a different collision repair center, so we had closed the initial file that we had created for her.
  
  Because parts can be extremely difficult to obtain in our current climate, as she notes in her complaint, it is our policy to secure a deposit for the parts that we do pre-order, and then schedule the vehicle to come into the shop only after the parts have arrived. As I'm sure you can imagine, there are many reasons for this policy, one of which is to help our customers avoid the situation that **. ****** precisely finds herself in, which is that the insurance-provided rental car allowance has expired. Of course, intake to our shop may not be able to be scheduled in this manner if a vehicle is not safe to drive or is not able to be driven. In these cases, the customer can generally go to the insurance company to explain that the allowance needs to be extended; however, it is a much more difficult case to mount if the car were brought in under safe-to-drive conditions.
  
  Once parts have been pre-ordered, received, and the vehicle has been brought into the shop, the car is disassembled to obtain a full assessment of the damage. This step can also be confusing to customers, so again we try to explain that pre-ordered parts are based solely on the initial visual estimate of vehicle damage. Oftentimes there is unseen damage that may result in the need to secure additional parts, beyond those we were able to pre-order, to complete the repair. This was true in **. ******'s case. At the time of this complaint, we are still waiting on a part that was ordered for this vehicle. Unfortunately, this part is on an 8-week back-order; we anticipate its arrival within the next two days.
  
  It is unclear why **. ****** believes that her vehicle was left untouched due to lack of employee availability or that it has been in the paint and dry phase since August 31, our shop simply does not operate this way. However, if a vehicle is waiting for parts in our shop, for example, there may be no reason for work to be done, so during that time no work is being done.
  
  Of course, not all collision repair centers are created equal, and ***'s caters to a clientele who desire the highest quality vehicle repairs, completed to exacting factory guidelines. We work solely with manufacturer-allowed parts; we never use refurbished or after-market materials. This may mean that our repairs take a bit longer, and there are always other options should speed-of-repair be the main objective. Because of the standards we work to, and as **. ****** notes, there is often a need for a vehicle to go back to the dealership for work these types of collision repair centers are not authorized for, like recalibrations. We also maintain a rigorous Quality Control process to ensure full adherence to our manufacturers' specifications.
  
  We are empathetic to the inconvenience that this situation has caused **. ******, and we would like to assure her that we understand she is being pressured by a deadline; we are doing our very best to get her vehicle back to her within that timeline. Should her vehicle's outstanding part arrive as expected, we see no reason why she would not be able to pick her car up within the next couple of weeks, once the final repairs are finished, necessary recalibrations are done at the dealership, and the quality control process is completed. If any issue were to arise during these final steps, we would of course notify **. ****** immediately.
  
  
  Consumer Response /* (3000, 7, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Just to correct some of the misinformation in ***'s reply, I've added photos of the texts and emails as well as more info below so they cannot keep ****** I contacted ****** on June 10 to begin the repair process; a week later I told her to order the parts ASAP so we were not stuck in the limbo of delayed parts. The insurance tried to reach out to ***'s for weeks to begin the process, only come to find out the ****** left the company and there were no files on our car. This is why a month was completely lost.
  After I learned nothing was being done, I ************** contacted ***'s very upset (****** was the new person assigned to our case) and our insurer on July 12 to inquire about whether we should move our vehicle to a different authorized ****** repair center. After discussing this option with ******, I decided to trust ***'s that they would take our case seriously and expedite the process given the serious *********** of our case. Our vehicle was just sitting there for a month as no one from ***'s contacted us our the insurer despite multiple calls. This is why your files reflect that on July 12 we considered going elsewhere. This decision took max of 2 business days and then we decided to go with the ***** we know. This delay is ************ to your *********** poor ****** system and lack of ************** Ask ****** and get the story straight.
  
  Secondly, we were informed by ****** through emails that our car has been in the paint and dry phase since August 31. It remained in the paint and dry phase for so long that the insurance agent said she could no longer justify our rental car costs given ***'s ********** in repairs. This is all in writing, so please don't try to lie in your reviews. We need our vehicle back by October 25 for a cross country move. You have had it since June 10.
  
  
  Business Response /* (4000, 9, 2022/10/05) */
  **. ******,
  
  I understand your frustration, however making libelous claims and attempting to harm our business is not the way to go about this. You are a valued customer, and we want to assure you that we have been, and are, doing everything in our power to work to your deadline, as stated, which we are still well within. We are not hiding anything. We are simply attempting to clarify the timeline so you will hopefully understand that we are not holding your vehicle hostage; everything is moving along as well as can be expected, given the climate we find ourselves in. Again, we anticipate that your vehicle will be ready for pickup within the next couple of weeks, well ahead of October 25.
  
  While we did perform an initial estimate of repairs for you on June 10, our first indication that you wanted to move forward with ***'s was on June 27 when you provided us with the insurance adjuster's information. We promptly reached out to her, notifying her by June 28 that we would need a deposit to pre-order parts. Shortly after this, we were advised by the insurance company that you had chosen to have your vehicle repaired at a different facility. On July 7 we were made aware that you had decided to move forward with ***'s after all. At this point, the vehicle was transferred to our facility and an authorization to pre-order parts was signed by you on July 12.
  
  Consumer Response /* (4200, 16, 2022/11/04) */
  To correct the erroneous record, I contacted Teresa several times starting on June 8 once our vehicle was in the shop. I informed her that we were proceeding and she should order the parts ASAP given the backlog. This was MUCH more than an initial estimate given that I was communicating back and forth with Teresa on text, email, and phone. The insurance was as well. Teresa left Eli's and apparently left no notes on us (as Connie told me and apologized for). This means an entire month was lost.
  
  Your records are deficient if they say that your first "indication" was June 27. I and the insurance agent had been in touch with Teresa before this but then she stopped answering her phone/texts. No one was able to get ahold of Eli's and the insurance finally reached out to me to see why Eli's never answered. This was all well before June 27. Your company messed this case up. No question.

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The insurance company estimated the damage would take 20 days to repair it would cost roughly 5 or ****** they estimated the damage would cost somewhere between ****** and ****** and take 6 to 7 weeks to repair. They said they would work that out with the insurance company.
  
  It's now been over 17 weeks -nearly 18 weeks- or 123 days and they're estimating my car will take another 3 to 4 weeks. This is after ***** ****** the manager has repeatedly said for the last four weeks that it would be ready that week or the following week.
  
  about a month ago, When I complained about the significant delay, he offered to pay my rental car over in about the 30 days that I get with my insurance for the inconvenience. I had suggested he also pay my lease payments which I am paying each month even though for the last three months I have not had my car and now he's telling me I won't have it for another month. But I agreed to that good faith resolution and was told I would get my car in the next couple weeks-That was a month ago. it's been another month I still don't have my car and he saying he's not going to pay my rental car payments.
  
  when I complained about this yesterday and said I would be in a position where I had no choice but to sue him for breach of contract reach of the implied covenant of good faith and fair dealing fraud and misrepresentation among other things and asked to speak with his attorney because I am an attorney, he told me today and retaliation for asserting my legal rights, that he was no longer going to repair the car and that I needed to come pick it up from him, or he would start charging me storage fees at **** a day.
  
  I don't know where the car is. I don't know if it is drivable. I don't know if I need a tow truck. And I am being extorted demanding to pay ******* in money to buy insurance company will be paying or disputing with them in order to get my car I'm going to be charged ***** the car is not even repaired as agreed to ***** wks ago

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/14) */
  Based upon our initial evaluation of the vehicle we advised the customer that it would take approximately 6-7 weeks to fix it, and the shop kept her updated on a regular basis. It took several weeks for her to authorize the repairs, and then we subsequently experienced unexpected and unavoidable delays with obtaining the necessary parts from the suppliers due to supply chain issues. The shop continued to keep the customer updated on the status. We have recently reached an agreement with the customer whereby the shop will agree to cover her rental car invoices from the day after her insurance rental coverage expired until the vehicle repairs are completed and she picks it up. We currently estimate that the repairs will be completed no later than September 16, 2022. Therefore, this matter has been successfully and satisfactorily resolved with the customer.

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 20, 2021 ******* ***************** was towed to **** ***** after calling the ********-**** dealership ******************** location informing them of an accident I had been in where my car was no longer drivable. To my knowledge **** Collision Repair is a company who works with ********-**** to assist with the body work repair functions that ************* do not perform. I did not choose this body shop, this was a decision based on the damage of my car and solely between ********-**** and **** Collision Repair. I have been working with ****** ****** who's in charge of my case over at **** Collision since February 2022 after taking over a caseload of a former employee by the name of ***** who was in charge of my case file to begin with. ****** has been my point of contact. ****** informs me of the progression of my car once in a while and has since led me to believe that due to my insurance company's delayed responses and non-payment of full supplement the work for my car hasn't even begin. This claim has been ongoing since December of 2021, no work has been done to my car, and I still cannot come to a conclusion. It doesn't seem like my claim, or my car is a priority at this point after 8months of back and forth, and it doesn't seem like much communication is happening unless I am initiating the calls or relaying messages between the insurance company and body shop personally. It's been 8mo and I have been paying a car note on a car that I cannot drive or hasn't even begun repairs; this has been the most devastating experience and I have still yet to receive any progression reports on my case file

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Our technicians are certified ***************** and based on our assessment, the correct repair for the damage to this vehicle is a rear body replacement. The insurance company still has not approved the replacement. This is per the manufacturer's standard operating operations that we follow for a safe and proper repair. The ************* dealership recommends that the suspension be replaced but the insurance company does not include the dealer bill correctly on their estimate. We have submitted photos multiple times, and we have pointed out what they continually neglect to add to their estimates. They are recommending a repair that would not be warrantied and not authorized by the manufacturer, which the customer does not want. We are still waiting for an approval from the insurance company, they reinspected the vehicle again on August 17, 2022 and requested photos, the same photos that we have sent to them multiple times.