City of Stars Collision Center

Mr. Lockwood,

Thank you for taking the time to share your feedback. We sincerely apologize that the communication throughout the repair process did not meet your expectations. We understand how frustrating an extended repair timeline can be, and we regret that your experience left you disappointed.

We would like to clarify that the insurance claim we handled was specifically written for the damage to the right side of the vehicle only. The damage located on the opposite (left) side of the vehicle was determined to be unrelated prior damage and was not included as part of the covered loss. At the beginning of the repair process, we did discuss the left-side damage with you and advised that, if you wished to have those repairs addressed through insurance, a separate claim would need to be filed for that portion of the vehicle. Our repair authorization and focus were therefore limited to the right-side damages approved under the existing claim, as we are only able to complete repairs that are part of the covered loss.

We would also like to clarify the pricing concerns mentioned in your review. The initial estimate amount was generated through your insurance company’s photo estimating process, which is often a preliminary estimate that can be significantly lower than the actual repair cost once the vehicle is fully disassembled and inspected. As repairs progressed, additional damage and required operations were identified, along with manufacturer-required OEM repair procedures from Subaru.

Ultimately, a substantial portion of the vehicle’s entire right side required replacement and repair, including the front bumper, right front door, right rear door, right quarter panel, and right side mirror. In addition, OEM parts and Subaru-required repair standards and procedures were followed throughout the process to ensure the vehicle was repaired properly and safely. Given the extent of the damage and the amount of replacement work required, the final repair cost reflects the true cost of restoring the vehicle to Subaru repair standards.

Regarding the repair timeline and supplement increases, much of the delay was unfortunately due to the approval process with the insurance company. Several approvals were not issued in a timely manner, and there were also ongoing discussions regarding the use of aftermarket and recycled parts. Our team worked hard to advocate on your behalf to ensure the vehicle was repaired properly and that necessary components were replaced to appropriate standards whenever possible.

We are glad to hear that you were satisfied with the quality of the repairs that were completed. Your concerns are important to us, and we would welcome the opportunity to discuss everything further with you directly. Please feel free to contact us, and we would be more than willing to arrange a phone call to review the repairs and address any remaining concerns.

Thank you again for your feedback.