Cooks Collision of Pasadena

Professional, courteous, friendly folks

Thank you for keeping me updated with the process daily! Jose was very helpful through all! And, the front desk ladies were friendly and helpful!

Jose was very responsive and my car looks great. Thank you!

Great job on fixing car and communication by Jose ****.

Love the consistent and frequent updates on the process of the repair. And the detailing work had me thinking you swapped me for a new Edge. But my bike rack gave it away.

Cooks Collison service is the best you could ever experience!

Great people!!! Awesome job!!!

They did an amazing job from start to finish. All staff was very professional and great customer service . I was informed about all process done on my vehicle. In the future if repairs are needed I will definitely be returning. Great job

Giovanni was very helpful and made very comfortable and ease with the whole process. I love the service and the outcome of the repairs. Thanks again for all your help

The bumper repair looks great and Jose was great to work with. I appreciated that you guys washed and vacuumed my car too. That was unexpected but a nice bonus, and it really makes you feel like you are getting into a "new" car. The repair did take a few days longer than expected, but I know you guys are busy.

First class service. On time

They did not call me that my car is ready for pick up. I'm the one who keep on calling and nobody call me back. Poor rating.

I first brought my car for the estimate on a Saturday, was told you would get back to me shortly. I didn't hear back from you guys in a week, until I called back 9 days later. Communications issue. I was told I could pick up my car on Saturday morning. I said I'd be there around 8:30. That was last Saturday. I dropped the rental car and went to Cook's around 9am, only to see all the employees locked out of the lot because nobody had a key, and employees were not sure if they would be able to open that day, since it closed at noon. I had to go back to the rental car company but they no longer had a car for me, so I was stuck waiting there. Finally got ahold of Cook's after 10 am and was told I could show up to get vehicle. So I wasted almost 2 hours on a Saturday because someone forgot to unlock the shop. Then, deductible payment was not coordinated with insurance company and I had to pay it to get vehicle, even if I was told by insurer it would be waived. At that point, after wasting all that time on a Saturday, I just decided to pay, because I really needed my car. Reparation looks a little smudgy but I have no more time to waste dealing with your subpar customer service. To top it off, on Monday, I kept getting new texts telling me repairs on my car were progressing, that repairs were 68% completed, that my car would be ready on 2/10, even though I had picked it up on the 6th. Clearly these texts were fake status updates, and maybe that's part of your strategy for customer care. Anyway, it just added to my frustration with the customer experience. That's all. Customer service is about taking the right steps to provide a good experience, not sending fake text updates to pretend you care.

You guys have written the book on customer service! Simply the best....the best part is when you give percentages of how far along you are with the work Great service Maurice G.Saldebar ****-****-xxxx

Everyone was very helpful!

Very professional and thorough from start to finish. Prompt updates throughout the process. I am a previous customer and was glad to come back. The work and the service was just as good as I remembered. Also appreciate the amazing guarantee. Belinda and Giovanni especially helpful. Thank you for making what is often a stressful experience very stress-free.

Yes Great service very satified. Plan on taking my car to do other improvements great co.

Rafael was accurate in his estimates of when the work would be done but the text updates gave totally different and later estimates. I'm glad Rafael was correct but it was confusing.

I'll recommend Cook's to family and friends. Giovanni was very helpful.

I'm very satisfied of the work done on the car.Thank you