Been having ongoing problems with our drivers side window and had spoke to multiple other garages who weren’t able to fix the issue. Gave Matt at Lustre a call and he told us to bring the van in. The team had a look and the window was sorted within an hour. No messing around and value for money was 5*
Thanks guys, Merry Christmas!
Wouldn't know what there work is like
Had to make a booking to get a quote done
No problem waited the week to be seen
Taken the day off work go to my scheduled time
To be told ohh we don't do quotes
Asked why do I book in for a quote got told so it drums up better business
Mind you this quote was needed for insurance
Why waste my time, not that hard to say you don't do quotes over the phone
Hello Chris, I am the Managing Director of Lustre Panels and when I was alerted to our 2nd ever 1 star review I took it upon myself to look into your post.
For the record when you initially called you like all customers were given a booking date for Thursday the 16th of October @ 8.30am which is standard practice for a preliminary review of the unknown and unsighted damage.
My staff as they do with all customers asked you if you were going to claim off your insurer or if it was an at fault claim provide details of the at parties insurer and provide the relevant details of the insurer and the relevant claim # so we can process.
As you were unable and were unwilling to provide details that are required to deal with the relevant insurer (as they all have different procedures and software's) we declined to provide an estimate and waste our time.
Hopefully this clarifies the situation, as we process hundreds of estimates every year with all insurance companies once the name of the insurer and claim # is provided.
Yours sincerely
Brad Kreymborg
There’s Panel Works … and then there’s Lustre
Brad and his team deliver a 10/10 experience. The process is transparent, seamless and attentive to detail, with a focus on quality work that is reassuring. Take your car to Lustre with confidence.
Brad and his team make the hassle of repairs painless and seamless. Their attention to detail with the customer and the vehicle make an unpleasant experience, so much easier. Can't thank them enough for their expertise and patience and advise. A great place to do business with.
Matt & Brad at Lustre Panel Works are trustworthy and honest panel beaters who care about the local community. It was a pleasure to deal with such a professional business. They helped reduce the stress of my car accident. Can't recommend them highly enough. Thank you.
When my car was damaged in an accident that wasn’t my fault, an automotive industry professional recommended I take my car to Lustre Panel Works in Brighton, because they are known to be the best in the business. Thank you to Brad and his team. I couldn’t be happier with the results. My car looks amazing, actually better than before the accident! Brad stepped me through every stage of the claim process, provided exceptional advice and support. 10/10 couldn’t recommend more highly
Matt, at Lustre panels, visually improved a bingle l had in my old Mazda, so no-one noticed my little accident. The job was beautiful, and reasonably priced. Hes a Gem!
THANK YOU BRAD
we are more than grateful for the amazing work carried out by your
very professional team and the advice and support you gave me during negotiations with the insurance company. I am thrilled with the outcome.
I could not be happier with the service our family received from Brad and the team at Lustre Panel Works. My car looks like new and I really appreciate the attention to detail.
The location is very handy for anyone on the Sandringham line and the business is within walking distance of 2 car hire companies.
Communication was excellent. The team kept me informed about a delay, which was beyond their control.
The whole experience has convinced me that it’s worth having the option of choosing my own repairer. Thanks again Brad.
Do yourself a favour and stay away from Lustre Panels in Brighton. They have been 'fixing my car for over a month' by managing the process so poorly. Most of the time the car was just parked and no work has been done because they were "waiting" for parts. Then the parts arrived and I have been called in to drop off the car again to be told that they can't do it and I need to go to Audi directly. They obviously wanted to secured the job so they kept the car. I am just entirely frustrated and shocked. I have never experienced such incompetency. REALLY REALLY BAD!
Hello Agnes,
I am Brad Kreymborg, the Managing Director of Lustre Panels. Upon learning about our first-ever 1-star review regarding service and quality work, I took it upon myself to thoroughly investigate the details of your feedback.
We have 25 records documenting the times you brought your car in for estimating on May 27, 2024. On May 30, 2024, Matt informed you that we had submitted the estimate to your insurer on May 28, 2024. We were awaiting your insurer's assessment of the damage and approval for repairs. Later that day, your insurer inspected your vehicle but did not approve the repairs, suspecting pre-existing damage that required clarification from you before proceeding with the claim and authorizing repairs.
You collected your car on June 4th while we awaited the insurer's approval to proceed with repairs. Unfortunately, parts could not be ordered until the insurer approved the claim and specified which parts were covered after their assessment, communicated to us in writing.
Later that day, the insurer authorized repairs but disallowed some work that we believed should have been covered under your claim. Subsequently, we emailed you an estimate for additional work that your insurer did not approve, which you declined. Upon receiving approval from your insurer, parts were immediately ordered. However, during the vehicle's dismantling, we discovered damage to your O/S F BAR LANE ASSIST CAMERA, priced at $6611. We purchased this component at our expense with the insurer's approval. Due to it being on backorder from Audi, it can only be installed and recalibrated by an Audi Approved Dealership. We attempted to schedule with Brighton Audi, but they were fully booked for the next week or two. They mentioned the possibility of an earlier appointment if there were cancellations. I have records showing that you were updated multiple times throughout this process. I understand your frustration with the delays, which were unfortunately beyond our control. Our team reassembled your car to keep you mobile until the necessary work could be completed by an Audi Dealership. It is my understanding you sought out Richmond Audi for the recalibration and installation of the O/S F BAR LANE ASSIST CAMERA and advised you they, too were fully booked. This appointment you secured was nearly a month after you collected your vehicle from our premises. Agnes, we were equally eager to complete the repairs so that we could invoice your insurer and receive payment for the work we had done. However, delays related to insurance assessments, parts supply, and dealership scheduling are common in our industry and are understandably frustrating to those impacted. You also mentioned an issue with your MMI system. We advised you that would require a separate report from Richmond Audi, which we would submit to your insurer for their review and approval. I understand that report found the MMI malfunction was not accident related.
In conclusion, Agnes, I am confident that our team has done everything possible under the circumstances. The delays that have caused you frustration were beyond our control.
I have attempted to contact you personally to discuss your concerns, but my calls have gone to voicemail. Please feel free to call me directly to address any additional concerns you may have.
Kind Regards
Brad Kreymborg
Hillier Deniz2024.06.21
Lustre Panel Works are brilliant. Excellent quality of workmanship and great and friendly customer service! My car looks brand new!
The Best Service! Got a nail in my tyre right before a big drive to Adelaide. The guys fixed it on the spot no fuss in ten minutes. So Helpful... Could not recommend more highly 👍🏼
Thank you to Brad, Matt, and the team at Lustre. We recently had an accident with an uninsured driver. They helped us throughout the whole process and returned the car as good as new. If you are looking for a skilled panel beater who can provide amazing service, please look no further.
Once again, I have found lustre panels service and attention to detail extended above and beyond expectations. We had an electrical issue which Matt was amazing in dealing with promptly and effectively. Thank you again
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