Car being serviced, so a car rental was given with no extra charge.

Fast & friendly service. Highly recommended!..

Customer service representative Karina is EXTREMELY RUDE .

Horrible customer service. I went in to drop off a set of keys for my roof rack and I wanted to ensure it was the correct set of keys. After waiting 10 minutes for a representative to come and assistant I decided to leave. During these Covid times there’s no reason to be inside a business in a waiting area being exposed, NOT ASSISTED and IGNORED.I spoke to Donna Potter the manager of the collision center and she is aware of this incident.

The girl answering the phones is beyond RUDE! I will NEVER do business with this company again! Completely unacceptable business etiquette.

Great customer. Service

Taking them work and they dont try to help the people who make them money, what a bad service.

They did the job but when I went to pick up my car in the back seat found the whole front piece of the hood that they forgot to put back on. Luckily the lady Dana or Denise forgot her name came out offered to put me back in the rental over the weekend to get it taken care of but I declined and she got the problem fixed ASAP. Also Karina the front desk young lady was very helpful and great customer service.

Not to expensive

They were polite and kind. Customer service is good, but felt bad for them because they are under staffed.

They didnt take long to give me a decent estimate, so thats good

If you need your car fixed after an accident, DO NOT COME HERE.I had my car fixed after an accident and it took about 2 months when it should have taken a couple weeks.It was my second time bringing my car here after my first accident so I decided to trust my car with them again.Richard was the one helping me with my car. Somehow there was a huge miscommunication between him and my insurance company and they were both blaming each other back and forth and I was caught in the middle. I didnt know what was going on. Its not my job to make sure youre doing your job. I was frustrated because I had to pay extra money out of my own pocket for my rental car.BUT luckily, I spoke to Donna, one of the managers, and she helped me out a ton. She provided me with a rental car for the remainder of the repair, which I really appreciated. The only problem I had was with Richard.I wrote this review(December 2019) but never got around to posting it, but thought I would still share my experience for others to know:Richard (the guy that’s been giving me updates on my car) left me a voicemail that my car will be ready to pick up this afternoon but he said to call the collision center and GAVE ME THE NUMBER to the center. So I called the center and I told them that he told my my car was ready to be picked up today. They told me to come anytime before 5 because they close early.So I come here a little past 12, check in at the desk and returned the rental car they provided me. I’m sitting there for 30min waiting and expecting my car to be pulled up. Only for Richard to come and tell me that my car won’t be ready for another 1 or 2 hours!! I told him I have somewhere to be and I can’t wait that long. And then he says “that’s why you should have called me.” HE GAVE ME THE NUMBER AND TOLD ME TO CALL THE FRONT DESK!!! Seriously?! Why didn’t the front desk confirm with Richard about my car?? Why is there always a miscommunication?! I’m never coming back here again and highly DO NOT recommend coming here!!!The only problem that they have is time management.Dont get me wrong, my car was fixed and fine but it shouldnt have taken a century to fix. I dont recommend getting your car repaired here unless you have all the time in the world.

If you want to be ignored this is the place for you. No response to emails and failed to return calls to me as well as the Insurance Agent. I had to go elsewhere. Sad really, because I used this establishment a few years ago and they did good repair work.

Car into body shop for simple 7 day repair approved by insurance. 8 weeks later they haven’t even ordered the parts or begun repairs. Paid by insurance. No response. Voicemail or out of office. Estimator, Manager, Administrator Asst out of office. Still waiting.

Its a place I wouldnt go back to just by calling in I had to get the questions to my answers by asking the question to somebody else because the previous person didnt know and it seemed that didnt care that would put me on hold it would come back and it just didnt seem that they actually care for the job that were doing so for somebody that is going to bring in a car and youre talking about thousands of dollars you definitely need someone that actually cares what youre asking not some 18 to 25 year old is just once a paycheck.

Went to penske Toyota to get a collesion estemate, was quick and painless

After my collision I anticipated additional headaches relating to my car repairs, however at Penske Toyota of Downey, Robert Gonzales & his exemplary staff comprised of experienced and caring individuals proved me completely wrong.From inception I was treated respectfully and was kept informed throughout the entire process. A rental car was available, as well as a shuttle to & from my home.The Dept. Manager Robert Gonzales assured that every detail was taken care of prior to the delivery of my vehicle. Rich & Bertha at Penske are definitely experts in their field.I found a reliable, skilled & trustworthy institution where my auto body expectations were superseded!

Had a nice hit on my Prius right rear bumper. Dropped it to Lupe in the collision side delivered before the promise time and looking great. Thank you for the fast professional service. Love the new remodeling of the building.

DO NOT COME HERE!!!!!!I I wish it was possible to give negative stars but unfortunately I cant. This place is an absolute joke. 1) Their customer service level is HORRIFIC!! Brought in my car for a repair from an accident. I elected not to have my repairs done there and my car was released to me in WORSE condition than when I dropped it off!! I asked to speak to the manager who refused to come out of his office. He was to busy to speak to an unsatisfied customer apparently. 2) There is absolutely NO organization as to there repair area/lot! Cars are parked everywhere and it makes it extremely difficult to move cars around since every car is jumbled together and not in any designated parking area. I needed to get my car towed to a REAL collision shop and it took the tow driver 1 hour to get my car from there disorganized mess of an establishment!!!! I will do my best to persuade everyone I know NEVER to come here!

Ok so I had previously given 1 starI had an accident in September and didnt recieved my vehicle till November. I was extremely frustrated with both my insurance and the repair shop. But I must applaud Donna who is an excellent worker. She seems genuine and seems to really want to understand why our experience was bad. She called me and made up for all the ups and downs I had been going through for the past 2 months. This experience alone has shown me that toyota is really putting an effort to get our cars out as nice as possible. They even sent their own driver to pick me up from work to get my vehicle I couldnt be more happy to be ending what seemed like an endless nightmare. If I do ever need to come back I would love to put my faith in toyotaEveryone deserves a second chance

Great customer service

The staff is great here. They give you exact wait time on your car to be fixed and sometimes give it to you sooner.

Had a small accident and my brand new Avalon had some rear end damage. I took the car to Penske Collision based off a recommendation from a neighbor. I was a little worried since the car was new that they would not get the car back to its original condition and paint job, but I was wrong. They not only fixed the car they matched the paint exactly. A huge THANK YOU to Dave Franco for the timely and great job on my Avalon. Hopefully I wont need to go back but at least I know if I do, my car will come back perfect!

I took my Scion XB to Penske Collision Center for some front end damage. Angie helped me out and she was great. She explained all the steps to me and kept me very informed, that is how a business should be ran. Keeping customers informed about progress on their vehicles is A+ to me. Hopefully I wont need to get my car repaired again but if I do, I will definitely be returning to Penske Collision!

Recently I returned to Penske Collision Center, and into the good care of Angie Gutierrez. Her warm and friendly manner, and her attention to the details of my concerns show she is a true professional at what she does. Im very detail oriented, and Angie understands this without any of the condescension I experienced at the previous Mercedes service center. She will listen to your issues without judgement, and do her very best to complete the repairs according to your wishes. In addition, she is very knowledgeable regarding Mercedes Benz repairs, and can answer almost any questions you may have regarding the service of your car.I would recommend Angie Gutierrez and the crew at Penske Mercedes to any and all who want their Mercedes serviced the right way, the first time, without attitude.Angie always aims to please, and this time, as usual, she hit the bulls-eye.

This Collision ceter sucks. We brought our car here to get the back bumper fix and they kept saying different dates to pick up the car when we finally picked it up. We came to find out that our ton floor jack was missing and so was a tool box that we had in the trunk. We told them about it and they were so rude and wanted to see evidence of the purchase. We trusted them and gave them the keys to our car and this is what we get. This is honestly unbelievable. Worse experience ever. If I were you I wouldnt even come here who knows how many people have gotten robbed here and havent find out. How much things have they stolen and not felt bad just one bit. The supervisor Robert Gonzales was so rude and did nothing about the problem didnt try to fix it at all. If hes the supervisor he should let this things happen at all or at least try to fix them.

They did an excellent job of repairing my car I definitely would recommend them

They do very good work. And when I have a issues they make sure they take care of the issues. I brought my car brand new in 2006. I been taking my car here every since and at the service department as well.

I brought my car for repairs like 2 weeks ago and they said they would let me know when the parts come in and they did not. they have not called me about the progress of my car like if its almost done or nothing.

Customer service none existant.

The worse customer service!! I would NEVER RECOMMEND this place to any1. I should of knwn better this is not the 1st time i have a bad experience with this place . stay away from collision center they have their head so far up their a....ss . dnt have a clue wat they r doing

Poor service didnt like the service at all they fix my car supposedly them and they gave it to me worse with a scratch rim and the check engine light on 👎

Donna (Manager) was detailed, specific, and honest and very clearly explained the process of fixing my car. She follow-through and resolved a complaint. The service and quality I received were both excellent!!! Which I am very great appreciated. Very respectful and professional customer I received from her! It was a pleasure to do business with you!!!! El servicio y la calidad que recibí fueron excelentes! Gracias

Staff is nice and friendly, didnt have to wait much for my vehicle; they did an excellent job will definitely recommend to family and friends.

Great fast service ! My new ride had gotten hit, I took it where I bought it and Mr David Franco had it fixed like new and helped with a rental car too! Thanks David it looks perfect .

For: Angie Guitierrez - Collision Center CoordinatorRe: Mercedes Benz Rear End Collision Repair & Regular Car MaintenanceI had the pleasure of meeting Angie four years ago for a collision repair and she came across as very prompt, courteous and extremely concerned about making my experience as seamless and satisfying as possible. Her customer service skills and follow-up are very fine-tuned and have only gotten better as the years have passed. From the first time I spoke to her it was as if I had known her already - she really has a gift of making you feel at home. She shows a sincere concern in making sure that everything is taken care of with the utmost professionalism. I keep coming back to Penske Mercedes-Benz just so that I can have the pleasure of dealing with her energetic personality and most importantly because I feel secure in knowing that she will fulfill my vehicles needs and I dont have to worry of any negligence. Angie goes above and beyond her job description without making you feel like inadequate. Everything is done with a SMILE! Shes definitely Penskes best!

Ok, thumbs up.

Great customer service

I took my 2004 infiniti qx56 to penske after a passenger side collision. The damage was fixed and looked pretty good but I noticed that the rear glass release switch was not functioning. When I brought up the issue I was told it was wear and tear by a employee who had no knowledge of my vehicle or repairs done and had to keep leaving to speak with his manager. I was told to come back and they would examine the issue. After my third trip I was frustrated and very disappointed with the Dept. Manager who told me I would have to call my insurance and open a new claim. Why would I open a new claim when I was told repeatedly that they would take care or it. One of the employees bertha even offered to detail my truck after the windows had been left down outside in the elements for over 3 weeks, which also was never honored.After further inspection of the rear hatch it was made clear that one of their employees had removed and replaced the rear actuator assembly with a non working substitute. Multiple scratches were noticed around area where wires should of been secured and mounting tabs broken. Wires were ran around front of electrical bundle instead of behind of bundle like from factory.I know this because I had changed license plate lights to LED and took pictures of installation which includes removing rear plastic panel.Why would someone deliberately damage a customers vehicle. I can only assume they needed a part.I am a Military Aviation Inspector. My job is to look at the details. Clearly penske collision has no regard for their customers or their property.There was no need to remove any rear components.So why was the rear weatherstripping not in its place and needed to be reinstalled and why was the top rear panel not correctly seated.If no work was done in the back. Why were so many things not in their place.I will change my review ONLY after my rear switch is returned or replaced.I dont think thats to much to ask.If anyone would like to see the pictures of before and after and give me your opinion. Please contact me before taking your pride and joy to a unscrupulous business.

Good detail work

Great service very professional

The worst business ethics in the world. Dishonest, incompetent, stupid and apathetic. Make promises and dont keep them. Caused us many wasted trips. DONT TAKE YOUR CAR HERE!

Great service.

Great service

Repairs delayed for weeks. Poor customer service. Avoid.

Poor costumer service

Good place

Excellent place