I would urge caution when using Elite Collision of Boerne, particularly if clear communication and professional accountability matter to you.
Unprompted, the morning of pick-up/at the last minute I was told that credit cards were not accepted and that payment would need to be by cash, check, or cashier's check only. This information was presented as definitive, not temporary, and was never disclosed at drop-off. Based on that, I had to move funds immediately, which caused unnecessary stress. Shortly afterward, I was told credit cards were in fact accepted after all -- but only with a surcharge. I asked due to their miscommunication that the surcharge be waived. To follow the business not only declined to waive the fee (fine) but also refused to apologize or even acknowledge that a miscommunication occurred (its all in emails) and eventually became verbally combative towards me when I sought to clarify the miscommunication in person.
When I attempted to calmly explain my frustration regarding the email thread in-person directly to Louis (owner), Beatrice (owner) inserted herself into the conversation (without identifying herself until I asked) and repeatedly interrupted me before I could finish explaining what had occurred. Rather than listening, she became immediately defensive, referred to me broadly as "customers like you / people like you," and focused on justifying the business' issues with a credit card processor instead of acknowledging any understanding for my situation (moving funds around to be able to pay them cash at the last minute was stressful and although they resolved the issue so I could pay with credit it was only after I had already taken action based on their initial declarative email). What should have been a minor issue resolved with a simple apology escalated solely due to her hostility towards me.
I later noticed multiple other reviews describing similar experiences with her demeanor, which unfortunately suggests this is not isolated.
Additionally, the repair itself required rework due to visible paint chipping that should not have passed final inspection. Louise was silent when I pointed to the issue which seemed odd. He briefly reiterated that I had told him I was planning to sell the car after the repair. I asked him if that should matter regarding the quality of the work and he was silent again. He did agree to fix it at no additional cost at my suggestion. This part of the experience further reinforces concerns about quality control which have been expressed by other reviewers. The work done ultimately was good and price was fair. He should have offered to fix the work, I should not have had to suggest he should fix it.
It is also worth noting that the business is not BBB-accredited. While that alone is not unusual, in the context of repeated communication and accountability complaints, it is relevant for customers who value transparency and dispute-resolution safeguards.
Based on the totality of this experience, I will not be returning. read more
