Toyota Carlsbad Collision Center

Extremely poor communication, unreliable when they did. Our Lexus was damaged in a sideswipe accident and we had it taken to Toyota Carlsbad Collision Center as the Lexus approved facility. Kevin was our re Our Lexus was damaged in a sideswipe accident and we had it taken to Toyota Carlsbad Collision Center as the Lexus approved facility. Kevin was our representative and told me that the repair would probably take about two weeks from insurance approval. He said he would stay in contact and keep me advised along the whole process. With the holidays it took a couple days for the insurance to see the car and approve the estimate, so a little over two weeks later I called Kevin for the update he had promised and to see if we were still going to get the car back at about two weeks. I was informed that he was no longer with the company and I was now with Kirk. After several voice mails that were not responded to I asked for a supervisor and got Morris. Morris looked into it and said they had all approvals including a supplemental and had all parts coming and the car should be ready by the end of the next week. He said it appeared that there may have been a lapse since Kevin left and my file was reassigned. Mid week the next week I tried Kirk and Morris and was contacted by Kirk who indicated that the car would not be ready until the end of the month (another two weeks). The car was completed on the 27th, one month and a day after being dropped off at the center. The collision repair seems fine, but the car was delivered quite dusty inside and with a sticky residue from something on the opposite side from the repair. Apparently the car was not detailed or even washed before we picked it up. My issue is the communication I was promised (and expected from a Lexus facility) was not forthcoming, I had to initiate all communication until the final week, and information on the status when available was not reliable even from supervisors. I understand that surprises happen in collision repair. This would have been where communication was helpful if it had been available. I am surprised that this is a Lexus approved facility and an Auto Club approved facility given my experience. More

Poor communication/Sloooow service While I understand some delay occurs due to insurance issues, my rep Kevin only performed when I had to call to light a fire under him. While I understand some delay occurs due to insurance issues, my rep Kevin only performed when I had to call to light a fire under him. More

Great Customer service and communication I am pleased to give a five star review to Toyota Carlsbad Collison Center. Our contact, Ivan Peña, was outstanding. Professional, personable and pati I am pleased to give a five star review to Toyota Carlsbad Collison Center. Our contact, Ivan Peña, was outstanding. Professional, personable and patient. He went out of his way to make sure we got our Camry repaired quickly and thoroughly. He dealt with the insurance company and made sure that all the damage to our car was documented, explained and repaired. Ivan kept us in the loop with status updates all through the process. The repair work was completed on time and they did an outstanding job of making our car look new again. Thank you Ivan and the Toyota Collison Center for a "Job Well Done"!!!! Dave Mulgrew Vista, Ca More