Toyota Carlsbad Collision Center

It took about 40 days for me to get my car back. My liberty mutual insurance and the collision center were having poor communication with each other. After 3.5 weeks they finally set up and agreed upon authorization with the insurance and estimate of the car. It was a headache trying to communicate with both of them during the process and painful not having a car for more than a month. My rental car payment ended up to be over $ 500, and that was only for 30 days since I ended up returning it early. Nobody will tell you when the car will be finished, they only tell it after they receive payment and authorization from the insurance company, and then they start the repairs. I did get my car back and it looks new again. It also comes with a lifetime warranty on the repairs.

This place is truly one of a kind. In this industry, it can be a challenge to find great service. The team here is really committed to superb customer service, and they go above and beyond what anyone would expect. The representative I worked with on two occasions is K.C. Toomey; he was always professional, honest and just made the entire process as easy as it could be. I would never take my cars to any other collision center and recommend these guys with 5 stars!

Absolutely as good as it gets. I am sure it was helped by the fact that they are an approved Farmer’s Insurance repair center, so far less hassle from a paperwork and approval perspective, but the service, communication as to progress, and the finished job on my Prius, was all top notch.
Great work and follow up by my assigned representative and estimator, Pablo Lopez. He made the whole thing painless for me.
Should I ever be unfortunate enough to have another accident, As Arnie said «I’ll be back»

This was my second experience with Toyota Carlsbad Collision. My first experience was with a my 2012 Tundra which needed a rear quarter panel replaced. Based on my prior positive experience I went back when my 1994 Lexus SC400, which is in immaculate condition was banged up. Since Toyata Carlsbad is a AAA preferred shop, I thought I would be gin good hands. I knew the value of the car and the scarcity of parts so i knew it would be on the bubble of being totaled. I explicitly told the estimator that I wanted an estimate, but if the car might be totaled to STOP everything, and that I would consider paying for repairs on my own. That didn’t happen. He totaled the car, by jacking up the estimate. Saying he couldn’t locate parts within 350 miles, charging $ 1,000.00 for paint supplies, and proactively adding a $ 2000.00 supplement to the estimate. If you have an older car that needs anything other than replacement parts to be assembled don’t take your car there. They are assemblers not a body shop. Mostly I am disappointed that the estimator jacked up the estimate, because he didn’t want to do the job. I learned a lot in the process. I took my car to 2 shops before I found out I had to go to a non-​preferred AAA shop and have an actual AAA representative come out and go over the car. Ultimately I went to 6 shops before deciding on TAG Collision in San Marcos. The convinced AAA they could fix the car without it being a total loss… I do not recommend Toyot Carlsbad for anything other than standard repairs on a new car where the damage is not close to being considered a total loss. They are all about volume not pride or customer service

Tessa works hard to make sure that the customer is the priority. She follows up every time. She understands customer service. I appreciated her updates, I was very impressed with her over all professionalism. 5 Stars.

This place is absolutely amazing! There was a huge miscommunication with Lexus and
Toyota Carlsbad Collision Center was a very pleasant surprise. Jorge is absolutely professional, super friendly and helpful. Even when I was asked to return the loaner car all the way back to Escondido he stepped up and offered help to deliver my car or a loaner to accommodate me. He kept me updated through the whole process. I am very grateful for all the team efforts. Great job!

Place is ok, they do take the time to address customers concern.
Thank you for that.

My car has been in the collision center since DECEMBER 11, 2014 (it is now Jan 23, 2015) and we have only received ONE phone call on the status of our car, ONE. Absolutely horrible customer service. We have three kids that we need to get back and forth and having a rental car for almost a month and a half is ridiculous and that money could be used for daycare! If I could give this place a no star rating I would because that’s what they deserve. Not keeping your customers informed is not the way to keep them coming back.
I wrote this review at 8:30 am. Then I left a message on the directors voicemail, the hours later (it is now 1130) I have not receive a phone call from anyone.
Update #2: finally received a phone call from the director of the collision center, however, I was running errands and had to settle for a voicemail. I called back and now I am waiting to see how long it takes him to call me back again. Surprisingly, my husband also received a phone call on the status of our car (probably because the mecha in was told to call us back), after SIX weeks at the collision center our car is still not done.

Outstanding service in every aspect! Cody is looking after my baby Prius. I could not have asked for better attention following a collision by another driver. You guys at Toyota Carlsbad ROCK!

My husband and I have brought our cars here for repair at least a dozen times in the last 10 – 15 years. The most recent was for repairs of approximately 9k from am accident my husband was in in my Lexus. The had my car for nearly 7 weeks. I got it back and it has a high pitched whistling sound every time I drive in the drivers side front wheel well– all the repairs that were were done were due to a significant front end collision. I took it back right away and said there’s a problem. Summary of what Cody the service writer told me: I am free to go have it looked at somewhere else, have it assessed (my own time and dime), and if he thinks it’s related to the accident he will be happy to help me at some point. I would have expected a lot more after all these years of loyalty and business.

What a positive experience we recently had at the Carlsbad Toyota Collision Center. After we checked in at the desk, although we did not have an appointment, we waited no more than 5 or 10 minutes to be greeted by Tessa who quickly and courteously walked us through the procedure of getting a quote for the damage on our car. She explained precisely what to expect and how long it would take to have the car repaired. Tessa maintained communication with us even into the next day when she called to say the price of our part was going to vary by just a few cents. She notified us that the part we ordered came in with a minor dent (which was barely detectable) and gave us the option of ordering another one (we declined). The entire procedure was flawless and painless thanks to the staff at the Collision Center, but mostly because of Tessa’s professionalism and expertise. Thank you!
Cindy and Jim Crew
Loyal Toyota Customers

They did a #excellent #repair on my #Camry that was almost #totaled in a rear end collision. #Tessa was very #helpful in coordinating all the details with the Insurence adjuster. After a #major #repair job our car drive as #good #as %new. I can’t thank #Tessa and her team enough

This place is amazing!!! My car was hit by a piece of plywood as I was driving on the freeway. It caused a lot of damage to my front bumper, hood, grill and radiator. After calling my insurance, they gave my the names of a few shops in my area where I could go to get my car fixed. I did my own research and found the Toyota Collision Center. I went in and was greeted immediately. One of the agents got with me and went to work right away. He told me that they work with my insurance and that all I had to worry about was paying for my deductible. They took my car in that very same day and even gave me a ride home. They kept me updated on the status of my car and were super helpful whenever I had questions. I got my car back in a week and it looked bran new, like nothing had ever happened.
The quality of work and the costumer service they provide is so great. If I could give them more than 5 stars I would.

as I looked at the body work they did. The paint job was average to sub pair… I can sort of see lines where they painted. STAY WAY from this place… Very disappointed in their work and customer services… I WILL NEVER take a car there again for repair.

The actual work that was done on my car at Toyota Carlsbad Collision center was impeccable, however the service of their estimators far from met my expectations. I took my 2012 Prius in for an estimate and ultimately service on a Monday. The estimation went quickly enough and they were able to take my car immediately.
My particular estimator gave me an approximate day when he thought the work would be complete but told me he would touch base with me by the end of the day to let me know for sure. He didn’t call. So I tried to call at the end of my work day on Monday (which was still within the Collision Centers hours of operation) but my estimator was already gone for the day.
Then, I tried calling again the next morning thinking I could get a quick update but he was yet again out of office. I asked if there was anyone else who could give me a more accurate estimate on when the work would be done. I was transferred to someone else who cared little to give me more than «Uhh it should probably be done uhhh Thursday?» Not super convincing.
I called again two days later after still not having heard from anyone and surprise, he was out of the office AGAIN. At this point I told the woman at the front desk my situation and she assured me he would return my phone call within 15 minutes… and hour and a half later I got a call saying my car would be done around 2pm the following day and that he would call when the work was complete.
2pm comes and goes and I hear nothing finally at 3:30 I call to see where my car was in the process.
This was not only poor customer service, it was a complete lack thereof. To not get any kind of update the entire time my car was being repaired is unacceptable. I purchased my car at Toyota Carlsbad, and have had it exclusively serviced at the Toyota Carlsbad Service Center and have always had great service. My experience with the service at the collision center was unfortunately the opposite.

After wasting time next door at CC I was referred here for my repair. The ladies at the desk were pleasant and helpful and there were other customers in the waiting area with their service advisors getting helped. I was assigned Carl as my service advisor. Now what I really appreciated about him was he immediately understood I was in a rush and urgently began working through everything we needed to get me back to work. He also called me during the repair letting me know how it was going, and my car was actually done earlier than expected!
Again during the pick-​up nobody wasted any time and did a fantastic job getting me the info I needed but quickly back to my life. Everyone seemed to work as a team and helped me as much as they could, rather than forcing me through some slow scripted process that a lot of other places insist on just for the sake of it.
The repair also turned out great. Some guy hit me in the parking lot at CVS so I got my bumper repaired via his insurance. It looked brand new! Overall I would recommend this place because the work is great along with the service. I liked that they were really trying to pay attention to the needs and expectations of their customers – exceeding them in fact! I would definitely come back here if I need work done on my car. Keep up the great work! :D

Hands down, amazing place! I was in a really bad car accident (car towed into their auto repair yard) and Toyota Carlsbad Collision was not only helpful, friendly, and kept me updated… they gave me back my car in AMAZING condition!
I was extremely impressed with Cody and how well he kept me up to date with my car’s status. It was a BIG Repair (8.5 weeks total) but totally worth the wait to see the amazing work they did. This is not my first time here either, I brought my car here years ago for a fender bender (gez. i need to learn to drive, lol) and received incredible service. I 100% recommend this place to anyone who want quality work done to their car.

Pablo Lopez is awesome!!! From the start he was professional, kept me well informed, and was always available if I called him. When I learned you have the right to use any repair shop I decided to take my lexus here after someone hit me. The ladies at the front desk are great too. The customer service is amazing!!! For an auto body kind of place I was shocked. I too was unsure about the process because I had never been in this situation. But Pablo took care of me the whole way through and I really appreciated it. I would definitely go through them again and not even consider the places my insurance company tried to get me into. Why would I do that when I get the service I’ve come to love from my lexus dealership and will get now at Toyota Carlsbad Collision.

I was so stressed out about the damage someone did to my car and having to deal with all the hoopla I would have to go through to get it fixed. Upon arriving at the Toyota Carlsbad Collision Center my fears were quickly dashed! Their professional and cheerful staff, and the expert service and calming demeanor of Kirk Fujimoto, quickly removed all stress… and my car turned out great!

Repairs nicely done and most staff were friendly. However the communication was poor and staff was hard to reach when my car was there. Hard to tell what the next steps were and when our car would be ready. Unnecessarily frustrating.