I was referred to Auto Collision Group through Tesla and expected a professional and transparent repair experience. Unfortunately, this turned into one of the most frustrating service experiences I have ever dealt with. At drop off, everything seemed great. I was introduced to Walter, given his personal cell phone number, and told to reach out anytime. I was also set up with their in house rental, which made the process feel convenient and organized. Then the communication completely stopped. After 28 days with no updates, I received a call from the rental company not the body shop telling me I only had two days left on my rental. I immediately texted Walter multiple times. The messages were delivered and read, but I received no response. When I finally reached the shop, I was told they were waiting on something, despite previously emphasizing how important communication was to them. Concerned, I contacted Tesla directly and discovered that the insurance check had been provided to Auto Collision Group over 20 days earlier. Tesla had closed the claim under the belief based on what the shop told them that repairs would be completed within 10 days of payment. That was alarming since I still had no vehicle and no clear status. After escalating the issue, I spoke with someone named Jonathan. When I expressed how frustrated I was and that I planned to document my experience publicly so others would be aware, his response was dismissive and along the lines of do what you have to do. The next day I was told the car was almost done and only needed a wrap that had already been approved. I was also told they would tow the vehicle from Ontario to Costa Mesa. This was poorly coordinated. I arrived at 8:30 in the morning to approve the vehicle. The repairs consisted of a rear passenger fender and bumper replacement, work that should not take over a month. I approved it and was told towing would be arranged. At 2:30 in the afternoon the wrap shop called me saying they still had not received the vehicle and would be closing soon. When I called Auto Collision Group, the receptionist said she had just called the tow company and they were an hour out. When I asked what would happen if the vehicle arrived after the wrap shop closed, her answer was simply that she did not know. Once again, Walter did not respond. As of now, more than 37 days later, my vehicle is still sitting at the body shop. Meanwhile, Auto Collision Group has already received most of the insurance funds and has started asking me to pay my deductible before the vehicle is completed. I also tried to escalate this to management and was told the manager was out to lunch at 2:30 in the afternoon and would call me back the next day. That never happened. This shop showed extremely poor communication, misrepresentation of repair timelines, disorganization, and lack of accountability. I would never use this business again and would strongly caution anyone considering them. read more

Zero stars not only was the work taking a lot longer, then booked out for, but they returned my car with damage to both door cards and a dent in my speaker and a refusing that they're responsible for it. now I have to take my car to Bmw to have them verify that the shop caused this damage. The general manager told me it's because my car is 13 years old however, after receiving it, the door panel is not aligned correctly and they're saying that they didn't touch the door panels. There's also damage on the door cards and a dent in the speaker mesh on the top of the door. as I see other people reviewing how poor the shop takes care of their customers or recommend you go anywhere else. I'm still in the midst of this issue and will update. read more

I was involved in an accident this past November, 2024 where the other driver hit my car and fled without exchanging vehicle information. I was referred to ACG Auto Collision Group of Ontario by a friend who recommended I call ACG. After calling and explaining my situation, I was advised that a tow truck was on the way to pick my car and take it to ACG to begin repairs. Fyi, my car was inoperable due to the damage from the accident. From my initial call to completion, I was in constant contacted with my service advisor Daniel who took the time to explain in detail what was happening with my car's repairs. Needless to say, when I got my car back, it was repaired using genuine Tesla parts, washed, vacuumed and looking like it came off the Tesla lot. Thank you ACG, specifically Daniel my service advisor, Hector the service manager and Paola the customer service representative. You were all informative and very professional during the entire repair process. read more

Auto Collision Group - Left rear quarter panel and left rear tire of my Tesla Model Y - Body Shops Near Me - Ontario, California

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If you're looking for a normal, professional collision shop... keep scrolling. But if you want a truly "once in a lifetime" experience, ACG Ontario is the place for you. SHOP HERE IF YOU WANT THESE PREMIUM SERVICES: 45+ minutes wait time when you call You'll get to enjoy the calming sound of endless ringing while you wonder if your car even exists anymore. 54 days to repair a rear bumper Why fix a bumper in a week when you can stretch it into almost TWO MONTHS? Efficiency is overrated anyway. An extra week added because the job wasn't done right the first time They bring suspense to auto repair. Will the work be finished today? Tomorrow? Next month? Who knows! Employees who all magically "no longer work here" Nestor? Gone. Receptionist? Gone. New advisor? Gone. Alex? Who's Alex? Ask about anyone who helped you and suddenly they've vanished like witnesses in a mob movie. A regional manager (José Rosales) who says he'll call... and never does You'll develop a whole new appreciation for the phrase "I'll get back to you." A manager (Oz) who denies anything happened Bonus points: he'll tell you everyone who made promises "is no longer with the company," even when that's not true. Rental car "coverage" that turns into a collections threat Their team told me repeatedly: "Don't worry, you're covered." "$60/day is fine." "Leave the rental here, we'll handle it." Enterprise even showed a $0 balance because ACG told them it was taken care of. Surprise! It wasn't. I only found out when Enterprise contacted me directly, warning the bill was about to hit collections. Five-star anxiety right there. Massive repair bill inflation Original estimate: ~$5,500 Final bill: $7,558.93 A beautiful 37% increase. You'll love the thrill of mystery billing! Communication so sparse it belongs on the endangered species list Emails? Ignored. Voicemails? Lost to history. Updates? Once every two weeks if you're lucky. Final Thoughts If you love stress, delays, disappearing staff, broken promises, surprise bills, and trying to play detective to find out what's happening with your own car, ACG Ontario is PERFECT for you. But if you prefer honesty, communication, accountability, and not almost having your credit ruined... Go anywhere else. I truly wish someone had written a review like this before I walked in. read more

I hit a chrome bumper on the freeway 210 which eventually totaled the Tesla Y. In the meantime several weeks, frustratingly long, the car was torn down and left outside when it rained heavily, estimates appeared high from 16K to 20K and USAA totaled the car 3 months later. ACG did not know the law and overcharged storage 20K which was not calculated right since tear down meant the start of repairs and should have eliminated storage accrual. On the positive side reception staff were nice and although I was passed off a number of times to different staff they did locate my card key eventually and also my license plates. I would suggest covering the vehicle if left outside so that dirt and water doesn't damage the leather interior and carpeting. Also costs of teardown and storage seem high $315 per day, really... read more

My car was backed into on Christmas and I was dreading the process of having to get repaired. Gio, the marketing rep came out gave me an idea of the process and an estimate which was helpful. I dropped my car off and the staff was efficient and patient with my questions. Upon receiving vehicle, it looks brand new, the work was well done. My car was washed and vacuumed which was a nice surprise. I cannot say enough great things about this repair shop and their awesome staff! read more

The service here is phenomenal! There were clear expectations set, consistent communication through the whole repair , and amazing customer service. This is a very efficient business! Daniel did an amazing job setting everything up and communicating any updates! Overall, it was a painless experience. read more

This place dragged their feet for over 2 months to fix my car... They cost me $5,000 in car rental fees after telling me they would be able to work on my car after the first week in December. The accident occurred on the 27th of November... I finally received my car, after much in fighting regarding the cost and length of time, outlet by the severe financial cost to me... Daniel and arranged a compromise and he subtracted the deductible after telling my on several occasions nit to worry about the deductible... Finally, after they threatened me with $250 per day storage fees and a lien, on February 6 I was finally able to pick up my car... But, not before another asshole intervened and tried to reneg on the agreement Daniel and I had come to... Claiming to be Daniel's boss, the asshole attempted to increase the bill by $250. At this point I was so exhausted by how irresponsible an unaccountable this center was regarding the length of time it took to fix my car and the financial damage it incurred I called my auto lender and nearly voluntarily surrendered my vehicle... As I was sitting in the bank parking lot wondering what the hell just happened, Daniel called and told me that we could go with the original agreement if I removed my One Star Yelp review... I agreed to remove the review... So, after being extorted by the Auto Collision Group of Ontario I am submitting my second One Star review... Daniel showed me the repairs on my vehicle and told me that I have a lifetime warranty... After his final pitch, I got into my vehicle, drove off to find that my damn right blinker didn't work...lol The blinker they repaired...lol After the extortion was complete, the only positive thing I have to say is that their receptionist, Paoula, is an exceedingly attractive young lady... I hope I never have to use this warranty... This has been a nightmare from start to finish... read more

Auto Collision Group - Easy Fix? Apparently Not... - Body Shops Near Me - Ontario, California

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Extremely happy with the service! From the start Yessi (front office manager) was AMAZING! She assisted me in getting my car in and explained the process thoroughly to me. Every time I called she was warm, friendly and extremely helpful! Ernie, my assigned Estimator, was FANTASTIC!! He coordinated EVERYTHING with the insurance company. The incident was not of my doing so I was very concerned that I would have the stress of dealing with the insurance company-Ernie did it all! He took the time to explain and answer ALL my questions-he was also communicative with me throughout the entire process!! He was also dedicated to ensuring quality of the repairs! I am so thankful to both Yessi and Ernie for making this process as smooth as possible!!! And of course my car looks great! Thank you Yessi and Ernie-I'm so grateful!!! read more

The work was okay, but the price was crazy expensive for a small job. It's like they see an expensive car and all they see is dollar $ign$. I would not recommend going to this place, there are many other places to go to that can do the same work for less and not take weeks like they did. It was bad enough paying the crazy high price for mediocre work, but I also had to pay for a rental car. Save yourself time and money, go somewhere else. read more

Victor is quick to provide any service requested, I look forward to his help in the future.

I visited this shop asking for a quote on September 13. Not sure what to make out of my visit. They want to see my Tesla parked outside and take pictures. They casually say it would take a couple of weeks to complete the repairs, but then they ask me if I would leave my car with them that day.. Why would I with such a long waiting time for what should be an easy paint job on one of my car's doors? Anyway, I never received a quote. Never got a call or a message with the info I requested. I reached out five days later by email. Daniel replied with the promise of a quote by the next day. I guess I am still waiting... Unreliable. read more

The older lady in the front was rude and did not make me feel welcomed. There used to be a very nice younger lady but I don't know what happened read more

I had an excellent experience with Auto Collision Group of Ontario. My BMW was a victim of a "HIT & RUN" while I was on vacation in California. After returning to Texas - I wasn't sure what would happen next. ACG took very good care of the process. Javier was knowledgeable about everything and put my mind at ease. Nick did a great job handling all of the back and forth and working with the insurance adjuster. Though my car ended up being a total loss - they made the harrowing experience an easy one to tolerate situation. I would highly recommend them. read more

If I could give this business a minus 5 star review, I would. At the recommendation of BMW of Ontario, I took my car to them for repair after an accident. My car was there from January 15th through end of February. When I picked up the car, it was filthy dirty, the inside was dusty and the seats were stained with who knows what. They damaged the passenger back seat, head rest and the repair work was sub-par. They claim to repair the vehicles to the manufacturer standards, they don't! They claim that you will like your car after the repairs, I didn't! My car was left with a wind noice that they could never figure out since the last time I dropped it off in July. They claim that their technicians are BMW certified, I highly doubt it. This place does not do quality work on vehicles, I had to bring my car back to them over 6 times and they could never get it right. One of the times I dropped it off with half a tank of gas, and when I picked it up, the gas light was on, which enraged me. Needless to say, I will never do business with BMW of Ontario or this facility. Think twice before trusting your vehicle to these people. read more

The recent damage to the front bumper and fender of my new Tesla Model Y stressed me out since I had previously heard about the many delay nightmares with Tesla repairs. After calling multiple Tesla certified collision centers, I finally settled on ACG Ontario after being met with prompt, professional, and courteous communication from the team, from the initial estimate evaluation (which happened the same day I called) to the frequent update calls throughout the repair period and the final vehicle pick-up. In particular, I greatly appreciate the thoughtfulness and organization of my service advisor/estimator, Jose Moreno, throughout this process, which only took about 3 weeks in total. Equally important, the team did an amazing job with the repair. My car looks as if I had just taken delivery of it from Tesla on day 1. Very pleased and would definitely recommend! read more

Worked with Gio- he's an ethical guy. I had some questions and he made me feel real at ease and comfortable since I'm unfamiliar with the process. Will definitely be going back to him if I need anything. read more

Great service , customer service was outstanding. My car looks brand new . Thank you Steven .

My BMW was backed into in May, causing minor damage. It's now August and I'm still waiting for it. Parts are not an issue. Being honest and returning call are. Car was returned twice in worse shape than when it was. Phone system is a joke. Returning calls doesn't happen. Worst experience ever! read more

I recently had an interaction with this shop after taking my 2022 Tesla Y in for repair. One of the main reasons for choosing this shop was the fact they are "Tesla certified". Had I known it was going to turn out to be a headache, I would have chosen a non certified shop or a preferred shop that contracts with my insurance. I'll get straight to the point and make any potential customer aware of their egregious fees (storage/tear down/etc). My vehicle was declared a total loss by my insurance company after the tear down. The excessive storage fees and tear down fees were to the tune of $7K+ for about 2 weeks from the day I dropped the car off to the day it was declared a total loss. This is where things get tricky. In most cases, the consumer ends up having to foot the bill, via the settlement, for excessive charges. Both the shop and insurance company try to pass on the blame to each other, but ultimately, the consumer is on the hook for the excessive fees not typically covered in the policy. Upon further research, this seems to be an ongoing tactic of this shop. Be forewarned if you choose to contract these crooks to work on your Tesla (or any other car for that matter) and it ends up being a total loss. You'll be in for quite a surprise. read more

Best service ever!! I was nervous going in but from someone helping me find the entrance to the receptionist JUJU to Nestor. Everyone here is extremely helpful, welcoming, informative. The inside is super clean and nice, tons of options of refreshments like tea, water, soda coffee and snack too !! I was shocked how nice of a place this is. 10000/10 would recommend this location. My car has not be fixed yet but I had to drop it off and they arranged for enterprise to come and pick me up so I didn't have to pay for an Uber. The staff here and the customer service exceeded my expectations beyond measure and I'm so thankful for those that helped me out. read more