Russel Motor Cars

They got it fixed to what I had wanted it to be.

Bad communication from the center. Lots of updates though text messages and phone calls providing incorrect information, wrong completion dates, etc. It took them way too long to repair a headlight, six weeks. The original estimate was three weeks, then they started extending dates with no valid excuse. As we got closer to the completion date things got very cloudy. My car was in the "final stages" of getting a headlight replaced for another week and in order for me to find out what was going on I had to call everyday. Otherwise, no calls and no updates. The manager of the shop ended up getting me a rental for a weekend because after promising that my car would be ready on a Friday, it wasn't ready until the following Wednesday.

Magnificent customer service! Excellent knowledgeable staf!

It took 3 weeks to get my car back. I was originally told it would be about one week. I understand that there were some additional problems found with the car, but for what externally appeared to be minor scratches, it seemed like it took too long. I assume that it was because parts needed to be obtained from Mercedes. Whatever the reason, I never received calls from Russel telling me there would be delays. I only found out about delays when I called to check on the status. This happened 3 times. I was finally told my car would be ready on 3/11. When I went to pick it up, I found out that was still an issue with one of the wheels that needed to be resurfaced. I had spoken to Russel about this when the car was first evaluated, but it was not repaired prior to my coming to pick up my car. I did not realize it was not fixed and it was only identified on March 11 by theInsurance company representative who happened to be auditing Russel. Had he not been there, it would not have been fixed. At that time I was told they would be able to fix the problem, but there were a few cars ahead of me waiting to get their wheels fixed. I said I could be back in two hours to get the car. I assumed I would be called when the car was ready. When I did not receive a call on Friday, I kept the rental car over the weekend. I did not receive a call on Monday. Finally at around 5PM I called to check on the status of my car. I was told by Russell that they though I had picked the car up on Friday. I came by on Tuesday morning and retrieved my car. The work is fine, but there was a total lack of follow up and very poor communications with me as to the status of the repair. I would not recommend Russel for Auto Body work.

Looks good.

Your staff did a great job with communication. So far the car looks and rides good.

I couldn't have been happier with the work completed on my vehicle. My 2014 Camry looked brand new when they finished.

Everything was well done and the car was clean

I don't have my car, but I am receiving this message.

it was show room fresh. I love it. thank you for a job well done. Maurice A. Robinson

Thank you for your wonderful staff. Everyone were very friendly and polite. Excellent customer service and job well done.

My car looked better than New when I picked it up. Thank You.

Make it a bit more clear on where to leave rental vehicle , but otherwise everyone was friendly and professional .

My car was misdiagnosed & improperly repaired after over 5 weeks at your shop for wheel and suspension damage from an auto accident. Your staff appeared to have caved in to ins. Adjuster's pressure and not bold enough to assert the accident caused my steering problem. They matter-of-factly told me it's up to the insurance company(Erie) to relate the steering damage to the accident and pay for it. How could this be? I thought you make a recommendation to the insurance company based solely on your findings from damage caused by the accident. This issue only came up right after the accident. Your shop even missed damage to the front RT strut(side of impact) as they rush to have my car repaired without proper due diligence. I still demand a written diagnosis of my car as regards the damage from the accident. I am not happy at all

The front of the house was wonderful. My rep and the front faces were really nice and had great customer service. However the cashier was rude and unfriendly. I asked her a question about the work on the car and she had a snarky under tone when giving the answer. Then she said your car is out front. Out front where ???? Once I located my car it was dusty on the out side and inside. I didn't expect my car to be detailed inside and ou let but I didn't think that the car would be dusty since I didn't leave the car that way. Overall the front of the house did a great job. Please work with the cashiers as this is the last impression that I receive. If she would have walked me to the car (as there was no one else around) or answer my question with out making me seem like I was wasting her time I would be able to recommend you all to another person but as for now I can not recommend your service to anyone.

Dottie was awesome and very attentive to listening to my concerns. The receptionist desk personnel were very courteous. I was very pleased with customer service.

The regular emails kept me informed.

I thought that the e-mail updates were a great way to let us know the status of the repairs. Very professional and the work was done quickly. Highly recommended!

You guys were really welcoming and friendly. Once I told the lady at the front desk that I had never been in a situation like this before and how nervous I was, all of you guided me through every step with ease. It felt good to see your team so dedicated in making sure my experience was smooth and stress free. Being someone who works in customer service, I always have high expectations. You guys definitely exceeded those expectations. Thank you so much, Russel Collision Center Team, for a great experience from the time I walked through your establishment's doors where you greeted me with beautiful smiles, until the time I receive my car back, which you guys made pretty again. Keep up the great work guys!

Work was done in expeditious manner, and repairs look great. I really appreciated the text updates. Very satisfied.