Dropped of my Tesla after an accident. They took 6 months to replace both right side doors. They did not bother much providing status updates. They struggled to calibrate door handles and took car to Tesla two times. They often let car battery drain below 45 miles and I had to email them multiple time to plug in my car (and of course one email was not enough for them). They wanted to return my car with at least 4 scratches and I had to leave my car there for them to fix those scratches. Finally when I picked up my car, I heard wind ingression from front right door(the door they replaced). They downplayed the issue and told me its normal (later Tesla fixed the issue and I had to pay out of pocket). I tried (emails and phone calls) to reach out to shop manager multiple times regarding the issue and to get documents for insurance claims, but he never replied to my emails and was also "on lunch break" when I called. Very bad customer service and communication and I feel they are not competent enough to handle Tesla repairs even though they are "Tesla Certified Shop". read more

just to be tbh this place is horrible. have had my car for over a month. tells me one day and then pushes it to the next. scratched my car on their own and overcharges. will never come back do not waste your time or trust geico. they are actually ass read more

We had a wonderful experience with Fix Auto. They made our X3 look like new again. We were able to get our car back on the same day. It looks like new again. Even if you don't live in the Pasadena area, the commute to Pasadena is definitely worth it. When you do, ask for lenny. He took really good care of us. read more

Had such a good experience. Especially, thanks to Rafael! He accommodated me and even washed my car! Staff is very friendly!!

America's tire recommends me to come here. Small issues and they fixed my car for free. Very nice people. Michael helped me.^_^

Not professional work, should of gone somewhere else . This job was 7800.00 front end collusion repair by Fix Auto - they left gaps between panels that should have been seamless (flush) Bubbling paint , initially the hood was so lopsided my neighbors told me to take it back. The Corolla's front wheel-well liner was still bent too the clips all broken off -this was after they finished their 2 week repair job. The owner said that's is how it is supposed to be. I had told Vatche #1 the owner and then I told Vatche #2 the manager -- to fix their bad work. Manager Vatche said ok but the owner refused. In the beginning prior to leaving the car there for repairs I specifically asked for new parts to be used in the 2016 Corolla not OTM. They refuse to tighten up the uneven seams that leave the front-end (bumper) looking like it's going to fall off!l lesson learned never go back read more

I took my car after someone collided with me. It was recommended by Esurance because they're an "E-star" shop. I had assumed that meant they met some minimum level of quality and service. I was wrong. The shop alerted me to the repairs being "done" when in fact there were several oversights -- from paint not being properly sanded, a service alert being mistakenly triggered, to missing door tape. I had to loop in my insurance agent to get the shop to resolve these things. The first two were done straight away, but they delayed on the door tape. They claimed that it was done on purpose in order to let the paint dry. It seemed suspect at the time, but I don't know much about cars so I took them at their word. The rep, Vatche K., told me to call in two weeks time to arrange for someone to come to my home and get the tape applied. Today is the third day in a row of trying to get that arranged, with no luck. The first two days I was promised a callback, only to never hear from them. So this morning, I called again and insisted that Vatche come to the phone. He assured me that he'd get things arranged and would call me right back to confirm the time. Never heard from him. So I had to chase him down *again* except this time when I called, the receptionist apparently put me on hold and left for lunch. After being on hold for a while, I hung up and called again, and that's when the person who picked up told me that there was no one at the front desk, and that Vatche again was unavailable. I've now reached out again to my insurance agent to help get this resolved, but it really shouldn't have been necessary. These oversights never should've happened, and I shouldn't have to be the one to chase them down to get these resolved. The shop claims that they offer lifetime warranty on their work -- good luck getting them to answer the phone and get the work order in, though. Next time, I'll just go with a repair shop of my own choosing instead of relying on the insurance company's recommendation. read more

I was referred to Fix Auto by my insurance company, GEICO, after someone hit-and-run'd the side of my GMC Terrain, a long scraping dent across two door panels. Their quote was almost identical to another one I had obtained on my own so, since they had a relationship with GEICO, I decided to give them a try. WOW! The in-processing routine was fast, easy and I walked away with a full estimate and a printed-on-the-spot check from GEICO for the damage estimate (almost $2,500) minus my $500 deductible. I needed the car a few more days before I went on vacation, but the drop-off took only minutes and on my return from vacation, it was ready and you cannot tell at all that it was damaged. Plus they detailed the vehicle. No one likes having to get bodywork but, if you gotta, I recommend Fix Auto! read more

Went to get my truck. They are trying to say that my rim was not included in the collision estimate. When I took it there, I specifically asked to make sure everything was done right as the collision was at my left rear quarter panel and tire/rim. You can see where the other car hit my tire and rim and now this shop is telling that the rim was not included and that no alignment was done either. Not too happy with this level of work. Customer service skills also in need of training. Now I get to deal with my insurance company. Hope it gets better because corporate about to get called as well. read more

Don't take your car here! I was in a bad accident and unfortunately my insurance just found the closest auto shop nearest to the accident. They are so unorganized and very rude. I had never been in such a situation and they didn't make it any better. I called daily to get updates in my car and everyday was a different story. "We'll call you tonight!" The night would come, no call. "We're waiting on your adjuster" talked to my adjuster the adjuster would say they're waiting for the estimate from the auto shop. About 4 Days later after they said they would"definitely" have an update for me, they tell me my car is a total loss. When I go pick up my belongings the older lady in the office with glasses and braces says "there's no way to open your trunk" and I tell her that's where most of my stuff is. She calls a worker to try & break it open. It's already painful to see my totaled car, then to see them break the trunk open? So I go to the driver side myself & just pop the trunk using the button & they were so impressed? Are they dumb? But I'm glad they did t get a chance to actually work on my car, especially if they were about to break open my trunk without even thinking of the trunk button on he inside of my trunk. In conclusion, don't trust this unorganized, rude, dirty place. read more

I could not have asked for better service! I hardly ever write reviews, but I had to make an exception. I went to Fix Auto to get some damages on my car repaired from a recent accident & not only did they fix my car in less time than expected (it took them 5 days instead of 10), they also buffed out some scratches and had my car cleaned. I was just in awe. LOL Legit, I am so grateful! They really went above & beyond & definitely exceeded my expectations! I highly recommend Fix Auto! read more

This Auto body company does not care for the customer. I was skeptical about doing business with them. They were referred by GEICO. Should have never decided on taking my truck there. They do not give any updates have you waiting and only give excuses. Do not give them your business. Won't even get a call from a Supervisor. read more

If I could truly give a negative star I would. This was the worst experience I have ever had a body shop. My SUV was in a small accident. I was recommended this shop by my insurance co. An estimate of about $900.00 worth of work and a week to fix. A week had passed, and I decided I needed to call to check the status of my vehicle. The person who answered the phone states "didn't you get a call?" "your vehicle was rear ended at our shop" I am LIVID there was NOT ONE CALL made to me!!..Me of course very upset and they did not seem to care one bit.. when I showed up to see the damage.. I was shocked to say the least the WHOLE driver side of my vehicle had damage from front to end... I asked for video, as no one seemed to know how or who?! which makes NO sense. They stated they park some vehicles across the street and they are no there is no video cameras that are accessible to them. When speaking to the manager and expressing my concerns/frustration about the situation all he had to say was " I was out of the office, and had no idea" that was it.. still NO ONE taking any responsibility!!! I removed my vehicle from the shop as they still had not even repaired the initial damage it was there for!!! the cost of damage they caused is nearly $9,000.00 ....from a small $900.00 to $9000.00!!!!! and will take over 3 weeks to fix. 1000% DO NOT RECOMMEND TAKING YOUR VEHICLE HERE! your vehicle will leave with more damage then it came in for in the first place. read more

The work on the car is fine. But it's just that when I went to pick up my car they lost the keys! I took time off work to pick up my car and I waited like 30 mins until they finally realized they couldn't locate my keys. They drove me back home to get the spare, it was almost seemed as if they were doing me a favor by wasting my time. They said they would order another one but they never informed me that they had found the lost key. They told me that they would deliver the key themselves but that never happened. Never called to tell me they won't be coming. I had to do all the follow ups to get my keys. The auto/body work is fine but customer service is lacking excessively. read more

This is my fourth time bringing our car to Fix over the past 10 years. It's the only place I go to because I have always had great experiences there. They are friendly, do good work, and communicate regularly. I get messages every couple of days updating me on the progress of my car. Fix is the place I recommend to friends who need any work done on their cars and a place I'll continue to use. read more

Ok, people are nice I give them that. But the problem is, everything take so long for them to even follow up with you. First, they don't tell me when they have the parts ready. Second, I don't even know if they are working on my car or just taking their sweat time. If you want to leisurely fix your car, I guess it works. read more

Highly recommended! The staff was extremely friendly, caring and understanding. They were very accommodating and explained the process very thoroughly. I was very impressed by the quality of work. My car looked like new. I highly recommended Fix Auto Pasadena for all your vehicle needs!!! read more

One star is not even deserving for this repair shop. Zero customer service and will never do business again. Geico keeps recommending this shop - misery really loves company! read more

This is also a Geico In network shop. My 340i was brought over for a rear bumper collision repair. The estimated length of repair was 3 weeks. On the due date, 5 mins away from the shop I receive a call from the shop stating my car will not be ready. I am promised car will be ready on Saturday. Due to funeral I can not make it. I arrive on Sunday and the car is still not properly repaired. My exhaust is pushed in as if it was not even touched by a technician. Substandard paint job on the bumper appears as if the nozzle was dirty when the car was spray painted. Manager promised to take care of the rental days, but when it came to paying, went back on his word and only paid a portion for rental bill. I was told to either leave the car with them again or take it back. I was misinformed, lied to and threatened with Police if I would not leave the shop. Telling all my family and friends about this awful experience.... all my friends can visually see the crappy job on my car done fix auto Pasadena. read more

I came in here thinking this was going to be the worse place ever but it's not. The service is good. I had a geico estimate done here. The people working here made sure I was taken care of. Asked me if I wanted water. Kept making sure I was okay by telling me it will only take a little longer. The office people all were nice. I cannot comment on the car mechanics since I'm not having it fixed here but the service was as good as it gets. If it gets any better they would be giving me a foot massage while I wait. read more

I was instructed by Esurance to come to Auto Fix Pasadena for my car appraisal, and the TLDR is that they seem frantic for work or frantic to finish up work which makes them sloppy with new customers, especially customers who aren't educated about these things like me. Safe to say, I'm not going with Auto Fix. The second I walked into the office there were a ton of workers who just looked at me like I was in the wrong place, proceeding to continue their conversations and not even attempt to greet or help me. The woman at the table I spoke to was very nice, but I'm not entirely sure she knew anything beyond her desk job which wasn't a good pairing for me, as someone new to body shops. After waiting an unusual amount of time as there were no customers in the shop, I was finally introduced to Ricardo who went to look at my car. He told me that Esurance didn't notify them of my claim but took photos anyway and said he'd call them. The entire experience felt rushed, and I was out of there (minus the waiting time) in about 2 minutes with no helpful information about what needed fixing beyond the doors, or when I would get an estimate. Ricardo honestly just looked like he had better things to do, and that gave a bad first impression. I wasn't sure how the appraisal worked and wanted to understand from him, but now have observed that the appraisal is just a clever tactic by Esurance to force customers to use the shop they want the appraisal done at, and Auto Fix is part of the game. On my less than 7 minute drive home, I get a call from Auto Fix. When I return it, the woman who helped me in store picks up. She says that they found my claim, that I was pre-approved by Esurance (whatever that means), and I can bring my car in next week. I was confused why this process was suddenly going so fast. As someone who has never been in a not-at-fault accident before let alone an accident on my own insurance, I knew nothing about the process, and wanted to ask some questions of her. I asked what exactly needed to be fixed and how much it would cost since the first shop recommended by my dealership gave me a thorough itemized list of the parts and cost of labor, and at least took a few minutes to point out parts on my car and answer my questions. I was mostly concerned that the first quote was too high or too low but either way Esurance requested that I get an inspection done at one of their preferred shops. Anyway, the woman on the phone didn't understand what I was asking and had to look me up in their customer list even though I was literally in store about 10 minutes prior. I was put on hold and when I got taken off, Ricardo was on the line. I asked him the same question and he said about 2-3 weeks for fixing and $3500 to pay. I asked him for a copy of this estimate, because I wanted to see it before an appointment and he said I'd get a copy. I scheduled an appointment anyway though because they were clearly very busy and I need my car/a rental for work. I figured I could cancel later if the estimate seemed off. The weird part was that Ricardo said they would send my estimate shortly to Esurance but I'd have to ask Esurance for the details which didn't make any sense to me. I then called and emailed my claims agent from Esurance who said that I would, of course, get a copy when they sent it. Two days go by and I know something is wrong. I call up Auto Fix and speak with Michael this time. I'm giving this review 2 stars instead of 1 just for Michael. Michael tells me that not only have they not started an estimate, but that because I had an appointment, Auto Fix assumed I didn't need one (even though I asked) and wasn't even going to do the estimate until they broke down my car. I wasted two days without progress on my claim because Auto Fix was trying to ensure that I got my car fixed with them by tearing apart my car when I showed up rather than doing a regular visual inspection like Esurance requested. Perhaps this was a misunderstanding, but I think it's kinda shady as someone who wouldn't have been told anything about the process if I hadn't asked. Seems like they were trying to keep me in the dark, and thought I'd just be fine dumping my 2020 hybrid sport sedan with them. Safe to say they definitely lowballed the estimate by about $5000 and they won't be getting anything from me now. I ended up going to ALLIANCE AUTO BODY. Because of them, I now know more about the claims process, what needs to be fixed on my car and the cost, and why costs could vary. Transparent, patient, and kind the whole way, not to rush your business with them. Even remembered who I was and where I had initially contacted them from (Yelp) and followed up immediately after my visit. If that isn't customer service, I don't know what is. Don't go with Auto Fix even if your insurance recommends it. read more

I'm giving Fix Auto five stars for my experience. They were genuine and helped me thru the painful process of getting my car fixed. Customer service was at a premium and if I ever need their service again, I will not hesitate to call on them. read more

Got a car accident, someone rear ended us. This was a brand new car with only 8000 miles on it. Fix Auto fixed bumper, repainted it, called us to get it back. After I got the car, I spend almost 30 min to explain them the color doesn't match, you can tell 20% left, 20% right of the bumper color doesn't match, it seems as if someone spray painted unevenly. Our car is not pure white, but they paint the bumper pure white. We went to this shop from our insurance company Geico. Geico was the worse insurance company i ever had, not only they refuse to listen to me, they were telling me I was seeing things. And it took so long to tell them the color doesn't match. In the end, this Fix Auto shop decided to repaint it. We thought the nightmare was over. Now, after 3 months, we realize, they forgot to put the splash guard back for the back wheels. They claim to be in business since 1965, come on, man!!! seriously? you have over 50 years of experience, yet you cannot tell the color was way off, and you forgot to put the splash guard back. People, please don't go to this shop, this is purely bad!!!! read more

Horrible customer service. Michael who did my estimate over promised and under delivered. The receptionist is totally clueless and the whole operation seems inept or maybe just don't care about customers. Stay away from this place! I only went there because of Geico's recommendation. read more

WOW, this place is the worst. Not professional. Did not keep me updated. Replaced by washer pump and reservoir and didn't fill up with washer fluid. Said my car would be read early and was not it was ready late. I love geico but they seriously need to take this one off of their list read more

I took my Ranger Rover here for some relatively minor body repair covered under State Farm insurance. The two passenger side doors were damaged when an Uber driver pulled out and hit my car as it was being pulled up by a valet driver. I was not driving, but saw the whole thing happen. Since I was having this insurance work done, I decided to also get the black powder-coating on two of the wheels re-done. The wheels had minor cosmetic damage done by me while parking up against various curbs and scraping the wheels. Fix Auto did a great job on both jobs. They billed me separately for each, handling the insurance for the one repair, and a separate bill for the wheels. They contracted with a third party for the wheel work, and whoever that was, they also did a great job. You'd never know that the two wheels had been scratched. And the two doors were done perfectly, right down to the special black "Santorini" paint. On top of all that, they beat their original estimated time to complete the job by several days. I brought the car in Monday morning and had it back by Friday afternoon of the same week. Obviously, not everyone's experience will be the same, and I'm sure others have legitimate complaints. But my experience was excellent and I would be happy to recommend this shop to anyone needing body work. read more

I absolutely loved this shop. They were very professional and really made me feel like they care. I recommend this shop to everyone. Special thanks to Chris and Spencer for being so patient and understanding. I hope I don't need to go back but if I did this is the best place to go read more

Fix Auto Pasadena - My baby is fixed. - Body Shops Near Me - Pasadena, California

Went through fix auto via Geico and they couldn't be more helpful. Kept me up to date, got my car back within 3 days of dropping it off! I've totally forgot the name of the man who helped me but when i picked up my car he installed 2 of my baby car seats too. My car looks like brand new, thanks guys! read more

I came to this shop for a Geico claim. Front end of my car was hit, and I needed to purchase aftermarket lights for the replacement. Shop had no problem changing both lights since the originals weren't available. They kept me updated on the progress on my car through text. I always check my car for every little thing when its time to pick up. Lights were installed good, paint was good. but my back window would no longer roll up or down. Manager said it would be no problem to fix it even though it was not related to the accident. Cool dude he was!! Would have gave 5 stars, but my rental car I got from Enterprise at the shop smelled like dogs (not the shops fault), and there were a few scratches to my tinted windows. But overall, I'd go back because they hooked me up. And there was delays with fixing the car, but didn't matter to me, the other person at fault was paying the rental bill. read more

If you happen to need a body shop there is no better one to go to.

Could not have asked for a better experience. 1) great customer service 2) solid work 3) super quick turnaround 4) they gave me a ride to and from home 5) happily gave me a referral to a local auto-upholstery shop and a auto-detailing shop that I asked for. Big thanks to Mitchell, Rafael, Vanessa and the other employees that were friendly and helpful. read more

Customer for life. So, I was going to church and someone cut off the driver in front of me and I was going approx 40 MPH, I wasn't able to stop in time and I rear-ended her. I called my insurance company, Geico, and they gave me a list of shops in my area. Fix Auto had the best ratings so I came here and I am very happy I did. Vatche and his guys did a great job. Lauren, the Geico adjuster, also did an amazing job of getting me in and out of the shop quickly. Fix had me sign all the documents and I was out the door. Just as a note, Enterprise DOES come to the location and can have cars waiting for you (which is really convenient) but PLEASE REMEMBER YOUR CREDIT CARD! I forgot mine! So, I had to get a ride but that's not Fix Auto's fault at all or Enterprise, it was my fault. Anyway, I opted text message updates due to the nature of my job and I got the text that my car was ready and yea...it looked great. Parts were on there absolutely fine, paint matched perfectly, and I was out the door. Excellent service and a really good quality finish on my car. Best part is that it's guaranteed by both Geico and Fix Auto, should there be any problems but given their work, I don't think it'll be a problem. They wouldn't guarantee a crappy job. Great job guys, and I hope I don't need another body shop but if ever I do, or anyone else I know, I know where I'm going. 5 stars. read more

I typically never write reviews. But this has been one of my worst experience. I brought my car in for repairs on September 22 and only brought my car to this location because Geico recommended it because they had an adjuster on sight. I was given an estimation date of October 6, my estimation date was than changed to October 11. I waited to get a call that my car was ready for pick up on October 11, but did not receive a call. On October 12 i called for status on my car was given a new date October 13. I called on October 13 and was given a new date October 16. On October 16 i call and spoke to Vanessa the Office Manager and was told that the reason i couldn't pick up my car was because they had broke my key inside the ignition and that they were going to have a locksmith go and look at my car. I then decided to call Geico Insurance, I spoke to Harry on October 17 and said Fix Auto had not notified him about the key being broken inside the ignition. Which i find very hard to believe since he is an adjuster on site. They then said they would only pay for a new key to be made and the programming. PROBLEM how am i suppose to insert that new key in my ignition when there is a piece of key in my ignition because they BROKE IT. I have been trying to get answers as to when my body repairs were completed and when they broke my key. I was getting any answers from Fix Auto. So yesterday I decided to email my Adjuster Harry he then called and left me a voicemail that the office manager Vanessa had given him the date of October 18 for both the date of the body repairs being completed and my key being broken. I spoke to the manager William over the phone and was being yelled at and told many lies. That my key had been stuck the minute i dropped my car off that i handed them my car with my key stuck in the ignition. I turned my car off on September 22 and handed them my key. Another lie my key has never been removed from the ignition since i dropped my car off. However, i was told in person by Jordan that he removed my key when he turned my headlights on. Today i went into the shop and asked Vanessa that i wanted to see my file with all the notes. I was told they don't have a file that they input all their notes electronically. So i ask her to show me the completion date of the body repairs and the date of when the key was broken. Ironically they don't have any notes in their system about that. So again I ask them when was my key broken inside the ignition Vanessa, Jordan, and the Manager William said it broke on October 18. I then asked if they were certain they said YES! LIES AFTER LIES AFTER LIES!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! On October 16 I had a conversation will Vanessa and was told that i couldn't pick up my car because they had broken my key inside the ignition!!! I told them I wanted to speak with the owner, they told me he wasn't in but that he would give me a call when he got into the office. I still have not received a call from anyone at Fix Auto. My car has still not been turned into me because they refuse to pay for what they broke. read more

GEICO referred me to this BAD shop. While the people working there were nice enough, they could not seem to get my repairs right. It took them THREE visits to figure out how to put my car back together correctly, and this was a relatively minor repair. I dropped off the car to get the bumper replaced, and ended up with my engine light on and my AC not working correctly. After their first two repair attempts, I finally had to take my car to my personal mechanic to find out what was wrong, and then give that info to Fix so they could do the repair correctly. Seriously! read more

This place exceeded my expectations. Decided to have my car repaired here since they were in Geico's network. Everything was streamlined. They also worked hand in hand with Enterprise across the street and had a rental ready to go. Received daily text updates on the status of my car and also received a few calls of said status. The work was spot on as the paint perfectly matched the rest of the car and the time it took was quicker than i expected. They did forget to connect a wire but when i brought the car back they took care of it right there on the spot. I'd definitely recommend this place and will be back if i ever needed it again. read more

Wow....unprofessional is an understatement. I made the mistake of going to this "Geico approved shop" and I found a totally unacceptable work environment and an even worse customer experience. Their hours of operation are 7:30am - 5:30pm. Geico made an appointment for me for 5pm...well when i showed up for my appointment, i walked into a dark office with no personnel. When i walked further into the business, i saw a group of men with about 20 alcohol bottles and super loud music having a party in the back. I respect peoples personal time but should they be doing this at work? Insane. Needless to say they completed a poor paint job and charged for a part they never replaced! When i pointed this out to their team, their manager Luis said he would "look for the part" and put it on the car as originally charged. He stated that it must have been laying around somewhere and they forgot to replace it. Furthermore he said he would polish and fix poor and texturized paint job on the corners of my bumper. Instead he had his staff paint over the areas in question with a lighter paint and my car looked like it had been corrected with white out. Unacceptable solution to a legitimate concern. I guess doing a half ass job is acceptable here. After a lot of back and forth with Geico and this body shop, they finally decided to fix their initial messy work. It turns out they never ordered the part and they didnt blend the paint correctly. Where is the integrity of this shop? Not a good way to run a business. The car now looks good but the fact that it took 23 days for a bumper to be finished appropriately is crazy. No customer should have to jump through hoops to get an approved work order completed appropriately. Their nonchalant attitude made that worse. Their front desk guy Ray kept me sane. He was always polite and helpful. Perhaps the most prudent and professional employee they have. You get one star for him. Go elsewhere even if your insurance recommends them. Their business agreement does not equate to an acceptable customer experience. Get serious Fix Auto Pasadena. This is a business not a circus. read more

Came here due to someone backing into me at a gas station and their insurance Geico sent me here. Lisa at the front desk was very helpful every time I called to ask about my car (I'm very impatient) but she was always really nice every time. They have an automated system that texts you everything but I liked to call. Everyone was really nice here! Car looks good thank you Fix Auto! read more

Rear bumper repair - they removed and reinstalled the bumper painted and replaced some wheel well trim. On re-install they clearly nicked my rear panel where the bumper meets the body. Didn't see it at first because my car was so dirty when I picked it up. ( dirty car was my fault it took a week for me to pickup the car and they clearly cleaned it but days ago not on the day I picked up). I'm pretty low maintenance so I'll touch it up myself... but understand ... this is a Quality issue. The guys that removed and re-installed didn't admit to anyone that they did it, the on-site insurance guy from GEICO didn't catch it & the person who washed the car clearly doesn't care to ask hey what about the rub marks & chipped paint at the seam. A closer look at the paint job itself and it is far from flawless but my car is an 08 and I don't sweat the little aesthetic things , within reason. My biggest problem is the low integrity work. read more

This is now my go to place to get my car fixed. The first time I went there, my insurance company steered me there. I dropped my car off, they drove me to the rental place and I got text messages over the next few days giving me status updates. Once it was ready, I went to pick it up and noticed a scratch on the hood that was not there before. William, the manager, had it buffed out for free and it looked great. The second time I went there was due to a broken door handle. When I took it in to get it fixed, there was a small mixup and they were unable to fix it. So they had me come back, and fixed it for free to compensate for the mixup. Customer service and honesty is something that is usually lacking in this particular industry, but it is not lacking here. When you throw in the fact that they do good work also, I could not imagine going anywhere else. read more

Sadly, my experience was not positive. Frustrating. Poor Customer Service. Unacceptable Repair Quality. 2018 Model Year with Less than 3,500 miles. 1) Unacceptable Repair: I was directed specifically to Fix Pasadena by a major national insurance company. The repairs were to be guaranteed. Unfortunately when the car was delivered the repair was not acceptable. The paint work was excellent. The car was clean and all areas had been protected from overspray, polishing compounds, etc. BUT, the Body Work was dismal. Fix had altered the creases and style lines on the body panel. Completely obscuring and removing them. The area repaired did not match the corresponding opposite side of the car. 2) Things proceed from bad to worse. Fix cheerfully asked me to return the car and they would make the repair right. I was asked to return at a specific time to meet with the repair coordinator. I arrived on time. This individual was no where to be found. After waiting 35 minutes an office person looked over the car. The repair was then looked at by several technicians in the body repair and paint area. They agreed the body work was not correct. The car was left for repair. During the original repair period Fix stayed in-touch daily by phone and text messages. During their warranty repair attempt they made no contact with me at any time. My insurer reached out to them twice to get a completion date. When that day arrived, another person in the office staff had to greet me and have the car brought up. Upon inspection NO IMPROVEMENT was made in the bodywork. Worse yet, Fix had not taken the same care in protecting other areas of the vehicle from paint overspray, compounds and polishes. This mess was everywhere you looked. This included weather seals, soft plastic body components, metal parts. 3) Poor Customer Service. At this point, the repair coordinator, who had been observing my inspection from a distance, attempted to have several of these areas "cleaned" and the overspray polished off. Worse, he was indifferent. No apology. No concern. Just business as usual. The attempts to cosmetically improve the situation were not entirely successful. The entire experience was frustrating. The repair coordinator never addressed the fact that they did not remedy the body damage from their first repair. Did not remedy the paint damage when they took it to be "cleaned up" and did not seem too concerned. In fact, his only explanation was to say that hand done body work cannot match machine made panels. In essence, I am the problem for having pointed out their poor craftsmanship. Really??? My insurer thinks this comment was inappropriate and baloney. 4) My insurer is fantastic. They have discussed having the vehicle taken to another shop to be repaired properly, including replacing all the damaged/stained plastic and rubber components and subrogating the repair costs against Fix. Whether that happens or not, I do not know. So if you are considering this shop - Let the Buyer Beware. read more