Loyalty Collision

"The worst Experience Loyalty Collision actually refused to give me my car back and had someone who was on the insurance policy, but not the legal owner of the car sign off on having it totaled. They than refused to release the car back to me so I could have it back in my possession, and get a second opinion elsewhere. The worst experience, I am out of a car and No Reimbursement received from Select Auto insurance not even an official letter that Select insurance said the car was totaled, was not going to release it back to me, and that they are going to pay us for the car . I cannot go to the Toyota parking lot and take any vehicle off the lot without giving them any kind of agreement to pay, cash, financing, a check or a promise to pay because I would get charged with theft . Nevertheless , that’s what Toyota Loyalth Collission did with my car. it’s sitting on their lot right now and I the legal owner cannot even go and pick it up. I have to consult a lawyer now."

"I brought my car to Loyalty Collision to have them repair damage from my car being "keyed". They did great work and my vehicle looks brand new, as if nothing ever happened. Communication from the business could have been better, but overall I am pleased."

"I brought my Toyota Tacoma into the collision center for repairs upon a recommendation from a friend of mine. The truck had a tree fall on it while driving so it needed quite a bit of work. The estimator Michael and manager Brian were very easy to deal with in communications about the repair. The customer service rep who called was very friendly and helpful as well, I am forgetting her name though. I was very pleased with the speed of the repair even with some small parts delays that were completely out of their control. The truck looks new and I couldn't be happier with the experience. Bring your vehicle to Brian and his team, you'll be glad you did."

"WORST CUSTOMER CARE!! DO NOT TRUST "LOYALTY"!! I was strung along like a puppet on a string by their auto body shop. Initially I was told by their estimator James that my vehicle damages (a huge stag hit my car) were repairable on Oct 29th when it arrived to Loyalty. My vehicle was supposed to be repaired by the week of Nov. 12th. Then on Nov. 10th, James said it would be delayed until the following week by Nov. 17th. Wednesday, Nov 17th rolls by, no call from James. Finally on Friday, Nov.19th, 3 weeks after my car arrived at Loyalty Collision, James tells me nothing has been done except the vehicle being disassembled and that I would need to call Geico because legally he couldn't give me any more info on the status of my car. Surprise!! Geico informs me that my vehicle has been officially totaled after 3+ weeks of being told by James that my car was in the process of being repaired, and parts had been ordered ready to go to paint, etc. etc.....when in reality I was not aware until Nov. 19th that the auto body technician did not even look at it until the 3rd week of it being at Loyalty. In addition to this unforgettably painful customer service experience, I have been renting a vehicle from Loyalty's rental company (out of pocket) since my car has been in their "care". From the beginning, the women working at the rental desk seemed generally annoyed, uncaring, and disinterested in being friendly or helpful. One of them threatened that if I didn't return the vehicle on the exact same day my car repair was completed that they would report the car as stolen and contact police. This was her response to me after I shared my concern that I may not be able to return the vehicle by the same day due to personal/work reasons. Well, lo and behold, I missed a call from Kelly at 3pm today while working and instead of reporting me to the police she just decided to charge my debit card for $1,000 dollars without notifying me verbally over the phone,text, email or voice-mail. In fact, the rental department closes at 6pm promptly so she only gave me a 3hr window from the time of the missed call to return the vehicle before charging my card. This is truly an unprofessional, unethical, and unnecessarily aggressive business practice. I have every intention of returning the rental but it is necessary to provide the customer with at least 24hrs advance notice. Also it did not state in her voice message that I listened to tonight to return the vehicle by 6pm. It only said to contact her by 6pm. Consistent, direct, and fair communication is essential especially when having expectations and withdrawing $1,000 dollars from someone's bank account without saying one word to them regarding the decision. Last but certainly not least, the last time I spoke with James on November 19th, I requested to speak with the manager regarding my experience with Loyalty. I clearly emphasized my concerns and the distress that has been created due to such poor communication and negligent customer service on behalf of Geico and Loyalty. James told me that he would have the manager contact me on Monday evening around 5pm to speak with me and hopefully assist with my concerns. It is almost Wednesday morning, Nov. 24th and I have yet to hear from any manager at Loyalty Collision. All in all, my experience has been very unsettling and disappointing with Loyalty. No one seems to care or have integrity in their words or actions. No one seems to be concerned with providing exceptional customer service at Loyalty or even bare minimum for that matter. My hope is that this review will be carefully read by those of you now considering to use Loyalty for your vehicle repair needs for the first time. I hope that the pain I've shared with you in my story will empower you to choose a better autobody shop than Loyalty, one that you can actually trust- not just a name with empty meaning. Thank you for reading."