Pacific Auto Body Reviews

Pacific Auto Body has the technical skills to deliver quality work, which is why I returned after a satisfactory first experience. However, the lack of communication and customer service left a distasteful impression after my second visit. New management? New policies? Too many customers? I don’t know what happened. They were able to provide me an estimate in December as requested by my insurance, despite initially stating they don’t provide quotes. My appointment was scheduled for late March. Yet, the true test of patience began upon dropping off my vehicle - an estimated one-month turnaround spiraled into an almost 2 month, debacle. Communication was virtually non-existent; an inquiry about receiving status updates was met with a dismissive response about having "other customers." Honestly understandable, but weeks passed with no progress reports/updates on delays, necessitating incessant calls and a trip to their facility, to ascertain whether work had commenced on my vehicle. Not to mention, my insurance provided rental expired (which I communicated to them) and I simply wanted to make alternate arrangements. I ended having to come $200 out of pocket to extend my rental and go a week without a car as I refused to continue paying for the rental. The egregious delays appeared entirely preventable, as a wheel that needed to be replaced, could have been ordered months prior when the insurance payment cleared in December. Nonetheless, I understand there are delays with supply chain and such in this economy. There was simply no proactive communication with these delays which was infuriating given I no longer had an insurance covered rental. To me it felt like they did not care (or at least my rep didn’t) about my experience with the repair. There were no accommodations offered or even acknowledgement of the prolonged delays I experienced, almost as if it was routine. This oversight is baffling for an establishment of Pacific's supposed caliber. To their credit, the employees I interacted with were friendly and cordial and the rep I worked with offered to assist with a special request for my repair. (although it didn’t end up actually happening…lol) My car was spick and span upon receiving and my car looked brand new. Ultimately however, the policies and operating procedures reek of inefficiency and disorganization - an unfortunate stain on an otherwise capable body shop.

A beautiful job and helpful people, who gave me a ride to my rental car at the beginning and drove across town to bring me the car at the end.

Honestly never thought I would give a car repair place a five star review, but here I am. Everyone here is super professional and knowledgeable. They are efficient, they guided me through the process of getting third-party insurance to cover my totaled car (even when they really didn’t have to), they communicated in a timely manner. Great customer service.

I was rear ended and as a realtor having my car working well is critical. Matt Steele is so knowledgeable and has a very calm and professional demeanor. When a secondary problem came up he went out of his way to accommodate my car and get it done. Highly recommend--especially for Tesla owners.

This is the best autobody shop! The customer service is wonderful; the service is wonderful and the communication was tremendous, especially because the parts were late in arriving. In spite of that, which was a problem with supply chain, Pacific Autobody was always positive and cheerful. Matt is the best! Thank you! I hope I don’t have another accident, but if I do, I will bring my car to Pacific Autobody!

I was told it would be two weeks time. After 8 weeks, I picked up my car with the tank on E, and the car no longer works with the app associated with it doesn’t work. When I called a few hours later I was told to contact Mercedes, when I contacted Mercedes I was told to contact pacific auto body when I contacted pacific auto body again I was told they have nothing to do with it. After 14 thousand dollars later I have a car that is not the same as the one I left in their hands and no one I can contact in order to get a resolution. Poor service. No accountability. Totally feel used and abused.

The team at Pacific Auto Body is amazing. I took my car there to repair some front end damage and had a really solid experience. Everyone that I interacted with was friendly - the shop was different from any body shop in my experience - it felt cozy. They provided snacks and a comfortable waiting area. It has the feel of a family business - like all of the employees are well taken care of and happy to be there. They were super communicative throughout and they offered very helpful advice regarding the repairs. They guided the experience, I never once felt pushed into a decision. They even saved me money by suggesting that I hold off on a minor dent in the hood - one that I could barely see once the front end was rebuilt. This is a team of honest, hard working folks and my car turned out beautifully — and beyond clean (which I wasn’t expecting at all). I would 100% recommend the team at Pacific .

Excellent service...thank you

It has been an awesome experience for me, big thanks to Matt and Adam who helped me throughout the process. They are professional and kind to customers in all ways. Highly recommend this place for cars need repairing, especially if you drive a Mercedes, BMW or Tesla

This place is terrible!! They are so unbelievably challenged just communicating their estimate policy, I can’t imagine trusting them to repair my car. BTW, they're under new management as of fall'23, so positive reviews you see for before that time may not be relevant. I scheduled an estimate with them this fall after my parked Tesla was hit by a drunk driver. The appointment time was 2 months out just for the estimate, but that was true then for Seattle area Tesla-certified repair places, so that’s not my complaint. Before the estimate, both one week in advance and day of the estimate I called Pacific about the estimate. First time was asking if I could come same day but at a different time as I had a conflict with the scheduled time. Yes, that’s fine, I was told. Then I called again the day of the estimate to confirm someone would be available if I arrived in 20 minutes. Yes, fine. Come down, they said. So I did. However, when I arrived, the receptionist looked at me in surprise. “We don’t do estimates.” She explained they were under new ownership as of 2 months earlier, and now just used the insurance company’s estimate with no in-person estimate!! Uh fine, there’s another certified-Tesla repair shop in Seattle with same practice, but WHY DIDN’T PACIFIC INFORM ME OF THAT “NO ESTIMATE POLICY” EARLIER???!!! WHY NOT TELL ME THE TWO TIMES I CALLED THEM TO CONFIRM ESTIMATE APPOINTMENT??? Let alone a responsible shop with the new ownership and changed procedure would proactively reach out to ALL the customers with estimate appointments and tell them that they’d changed their process! When I complained, the manager offered to have one of his employees “take a look at the car since you’re here”. I had to wait 25 minutes for that, and when the employee finally deigned to take a look at my car, he didn’t even open the trunk of my rear-ended car!! Wow. Even more interesting was talking with him. Unlike all the other collision shops I talked to, Pacific DOESN’T order the obviously needed parts in advance, to minimize your car’s time in the shop. (I don’t know about other makes, but this can matter with Tesla parts). No, they said they take apart the car, talk with your insurance company, THEN order parts, even the ones that are obviously needed from looking at the car and the insurance company’s estimate. Stunningly, unbelievably bad service and attitude. Stay away!!!

Great service

Seems to do a good job.

Norman saved me a big headache. They fixed up my Tesla Model 3 nice and quick. Pacific Auto Body is where you want to go.

Got my Tesla rear ended in April and was able to take it to this shop in July (many places for EV repairs were pretty booked out so this was the soonest). Phenomenal job on the repair and I had the pleasure of working with Norman throughout the whole process. From start to finish, he was very transparent and communicated well with me on a timely manner on behind the scenes/new updates. The car repair had some delays due to some backordered parts but that can't be helped at times with the high demand for Tesla parts. Can't stress enough how well the whole process went especially since he helped handle any communication with insurance. It was good knowing that my car was in good hands with them. Definitely will take my car here again in the future (not any time soon though hopefully)!

Poor customer care.Substandard level of work.

Horrible customer service. I came in on May 26th and spoke with Michael Kehoe in regards to getting my Mercedes repaired. I gave him all of my information and the parts info needed from the estimate. He gave me his card, told me to come back on June 12th. I came in today, June 12th to drop my car off for repair and the receptionist had no information for my appointment and Michael was "in a meeting". I will absolutely not give this company my money as they do not care about customer service or wasting their customers time.