RNR Automotive Refinishing

Late and not concerned. Told me the car would be ready on Thursday. No news. Called on Friday and they said it would be ready at 4. I showed up at 5 and still not done. No one seems concerned. Do not go here.

The girls at the front desk have extremely poor customer service skills. They don’t acknowledge you when you walk in and pretend you don’t exist. They appear to be 18 – 22 year-​old girls with very little training. Alisha is rude, argumentative, doesn’t smile, glares at you, and has poor communication skills. Maggie is also very rude and condescending. Being involved in an accident when you are not at fault is frustrating enough. The body shop could help by explaining the process more clearly and being more friendly. The hours are M-​F 8 – 5 PM and they do not have a lock box to pick up your car/​keys after hours. For a working individual that lives in Seattle, it is very difficult to get your car during those hours. The body shop needs a way for customers to pick up cars after hours. RnR didn’t call me to notify me when my car would be ready for pick-​up. I had to call and inquire about the status of my vehicle. They need to hire new staff to work their front desk. I have never seen girls with so much attitude!

I have unfortunately had to have 2 vehicles repaired, I live in Bonney Lake and drive to Bellevue to have my cars fixed. The insurance companies try to cut corners and I know these guys won’t allow cheap or refurbished parts. My cars look like new and there whole team is awesome! Stellar work every time.

BEST EXPERIENCE EVER AT A BODYSHOP! I had the pleasure of working with Rick Barber as my estimator. He was very straight forward and helpful explaining everything they would need to do. They completed the job 1 day before its due date, at other places this might mean a rushed job but it was totally the opposite. I got my car back looking like it came right off the assembly line and it couldn’t have been a more professional experience. I now understand why lexus of bellevue recommends this place so highly and they now have a very happy customer. There is no question i will be back in the future if anything happens with my car! (hoping to keep crashes to a minimum though lol) THANK YOU RNR!

My wife was rear ended and pushed into the car in front of her. The rear end of our car was pretty mangled and a frame rail replacement was necessary. I was very uncomfortable about keeping the car due to the repair cost closing in on the value of the car. RNR helped me decide that keeping the car and repairing it was in my best interest. In the end I am very happy we kept the car as it saved us a bunch of money in the long run. From the beginning of the process, RNR seemed to be on our side and have OUR best interest involved. The first thing they asked was if everyone in the car was okay which I thought was a nice touch and pretty thoughtful. We had quite a bit of difficulty with the insurance company that represented the gal who hit my wife but RNR stuck with it and got the car repaired correclty despite the other party’s insurance trying to cut corners. We’ve had the car back for quite a while now and it’s been flawless. No leaks, cosmetic issues, or drivability problems. I’m very happy with RNR and would recommend them to anyone and especially those who feel like they need an advocate for them or any advice on the process. If you need your car repaired and an advocate for the process, RNR is the way to go!

Unless you have many spare cars lying around — DO NOT — take it there. I made a mistake for not looking at reviews because my co-​worker recommended it to me. Do not make the same mistake.
It took them 23 days to fix my car after a fender bender — needed a new hood and bumper. I did not have insurance coverage for a rental and told them that I will be relying on public transportation for the duration of repair. They did not care. Customer service there does not exist and they really don’t give a dam.
They are only nice when giving estimates and until you drop your vehicle off. After that, lying and no contact.
Since estimate was a week of work, I was being realistic and planned for two. After all, it is an auto shop. BTW, car was driveable just fine, it just didn’t look nice with mangled up bumper. Hood had one tiny dent and I didn’t even notice. My teen rearended F150 with my 2012 Camry at a stop-​and-​go situation.
I dropped my car off 7÷7÷15 at 8 am. I received a call 4 days later that once they took off bumper they found additional damage. So, what was being done for 4 days? The person who called just told me that and was going to hang up, I had to repeat «please, do not hang up» several times in order to ask questions — what’s next. He informed me, that now Geico rep needs to come and approve additional charges, then they will order parts, etc. This was Friday afternoon. I asked why wouldn’t they order parts now? It is Camry, not Ferrari parts after all. But they wouldn’t. Geico adjuster got there Monday (7÷13÷2015) approved all charges, PAID IN FULL (well, sans my deductible) and tall is good, right? No. I haven’t heard from them, so I called Thursday, 7÷16÷15 to ask when my car will be done and they informed me that they have not started work on it, because Insurance just came yesterday and approved and they just ordered parts. That was a lie, because with Geico, you can see all documents, photos, etc of you claim and I saw them on the 13^th. In addition, during estimate they informed me that getting Toyota parts is fast an easy since the warehouse is in Portland, OR. But, as now, they had my car for 9 days, cashed the check (I confirmed that with my insurance) right away and were doing nothing… At this point I was considering of just taking my car from them but since insurance already paid and discussing this more with a very nice Geico agent I realized I am sort of screwed. Insurance agent called them and encouraged to fix my car as soon as possible. I got a call from the shop on 7÷17÷15 and they informed me that parts have been received and they will start working on my car Monday (7÷19÷2015) and it will probably take more than a week. Again, silence and I haven’t heard from them so called 7÷24÷15 inquire about status and was informed it is scheduled to be completed Thursday, 7÷30÷2015.
On that Thursday, again — I haven’t heard anything so called them around 11 am and they still said it scheduled to be completed today. I asked if it WILL BE completed, and answer was «it is scheduled to be completed». Haven’t heard from them, so again, call them at 3 PM and am put through to a guy who tells me that they realized they were missing a hood latch so they had ordered that and hence, car will not be finished today. He also blamed it on my insurance saying «Insurance adjuster forgot to put that on a list» Really? And you can’t get this one part at, oh, say, Toyota dealership in Bellevue that is just 4 miles from you? I asked him to give me a call as soon as he knows when my car will be done and he promised me a call 9:30 am the next day, Friday 7÷31÷2015. I waited staring at my cell until 11 am and then called them again. They told me that they called me and left a message at 9:30 — another lie. But, my car will possibly be done 5:30. Well, they close at 5:30 so I made sure and got to the shop at 5. My car was indeed done, but when I mentioned that I was not satisfied with the service, they just shrugged their shoulders…
There are many shops out there — this one is not worth your time or money.

Ken the owner was really friendly and helped me with information when I needed it so I could deal with the other guys insurance company who was trying to force a patch job when I needed a replacement bumper.
Dan on of managers was so easy to deal with and extremely helpful.
The work looks great and I will bring my car back for some other minor cosmetic work. If I have another collision this is the only place I’ll consider.

Worst experience ever! When Rick, the rep, greeted me the first time, he was all sincere, thoughtful and very friendly. During the assessment he assured me they will be on top of the case and keep me posted from time to time. After I drop off the car on 1÷29÷2015 everything started to turn south. They never called back for any updates and waited almost a week to start inspecting the car, unlike the time Rick promised me they will start inspection either in the afternoon or the next day. It was a simple bumper damage but took up to 7 weeks. One of the worst part was the body shop only summited the labor hours and supplement for 35 days which is 8 days short from actual time line. The false timeline impacted the rental car coverage and resulted $ 300+ short. Just now I called back and asked politely for actual time line clarification, Rick’s reaction was cold, impatient and can’t wait to hang up the phone. He didn’t bother to ask claim department’s contact info or my claim number, all he said was «I’ll have to sit down and look at the time line, ok?!» He talked to me like a preschooler, and as if this has nothing concerned him. I had to push to give him further information so he can fax/​email the new labor timeline. When I asked when can I follow up, he said nothing and stayed quiet. And finally he spit out a word «ok?!». I chose RNR because I have a high end SUV and based on BMW’s recommendation. I thought this is a high end body shop, I will at least get a reliable service. On the contrary, the service I’ve experienced is careless, difficult, rude and a series of delays. If you have the patient to read my comment, PLEASE DON’T EVER CONSIDER USING RNR Auto Repair. It’s the worst in the auto repair business. Because repairing car is never just fixing the car, it has a lot to do with service and communications too, especially when you have 2 insurance companies to deal with. RNR is one of the most expensive shop in the state, even they do deliver good repair work, but so as many other auto repair shops out there. 7 weeks for a simple bumper repair is far beyond standard. At the end, this shop will cost you even more!

Like most of the bad reviews on here I have a very similar experience with this company.
I was referred to RNR by Lexus of Bellevue after I had gotten into a accident in my brand new 2014 is350f. When I dropped my car off I noticed that any one else that would come in would get greeted and their rep would take them out and assess the damage on the car and actually acknowledge them. When I walked in there the front desk girl wouldn’t even look at me or greet me. After I finally got her attention, she took my keys and the estimate I had from the insurance and let me know I was good to go. She said it would take 3 – 5 days to get parts and then they could start the work on my car after. TWO WHOLE WEEKS passed and I had not heard from anyone at RNR about my car or the progress. I called a couple times and my «rep» seemed to always be too busy to update me. So the front desk girl would tell me whatever she could based off of whatever she was looking at or being told.
I dropped my car off on October 2^nd 2014. RNR had my car for over a whole month and in the entire time I had to call every single time to get any sort of update on my car. When I would ask them why it was taking so long to get my car fixed they said the insurance was taking too long to come out every time they found any additional damage they needed approved. I called the insurance and they stated that was not the case at all. In the end I got my car back and it isn’t even fixed. My driver door had most of the damage and they replaced the door but decided the damaged mirror wasn’t something they would replace since the insurance did not have It included in the original estimate.
The best part of this story is the fact that in the end after they had my car for 34 days, I called on November 5^th to ask for an update on my car. The girl said oh let me get you your rep. She then gets back on the phone and tells me that he is in a «meeting» but my car was finished. So I asked her how long ago it was finished and why no one told me it was done or gave me a heads up that it would be done this week etc. she claimed because they finished it last night an they call the customers the next morning after their meetings. BUT when I got my receipt it stated my car was done on October 31^st. They had my car sitting in their garage for an additional 5 days for whatever reasons that they have yet to give me.
I will never in my life give this company any sort of business. I have never in my life had such a horrible experience with any sort of company. RNR Automotive was the most unprofessional place of business I have ever experienced in my life. I am shocked that Lexus of Bellevue would refer their customers to a place of business like that especially since there are so many of these same reviews with this company.

This company should not be getting any referrals from anywhere or anyone! DO NOT GET YOUR CAR FIXED HERE!

Worst auto body experience ever
When expressed my experience to the Meggy girl at front desk told me not to talk when asked for supervisor he did not come out, had to come back next day!!!
RnR automotive refinishing had the car for 24 days when said it was going to be done in 10 days, also did not finish blending both quarter jams and where door meets got the car with dull clear coat seams were rough. They took in back twice to touch up and refinish paint were not able to buff out any dullness nor the tail light, so out of frustration I just excepted the car as is… later noticed inside car interior trim was coming apart!
2014 Cadillac CTS 3 months old Is the car they worked on in this scenario!

these guys are great. I had my two cars repaired there 3 times, and every time was flawless. Never experienced and delays and waiting time was just right. I would warmly recommend them to everyone.

While I believe that they are going to return my car to me in excellent condition the service has been stunningly bad.
Join me on this fun little story:
About six weeks ago I hit a tire retread on the interstate at 75 mph and it messed up my bumper and the radiator behind the bumper. The BMW dealer told me to take it to RNR because they would do a great job. RNR said they were busy but I could have an appointment in two weeks. They estimated the job would take two weeks — which seems like kind of a long time to replace two parts but I wanted it done right.
I brought the car in on the scheduled date, the drop-​off was smooth and they had a rental car lined up to pick me up. I thought — this is great. Everything is going to go smoothly from here.
After eight days I hadn’t heard anything from them on progress so I decided to give them a call, after all, the car was supposed to be ready in three days. They told me that while they had taken the car apart, they hadn’t had an insurance adjuster out yet. On the one hand, state farm messed up the appointment, on the other hand, RNR didn’t call them to get them to come out after they had missed their appointment three days prior. It’s a good thing I called RNR to remind them that they, you know, had my car and should be doing something with it. So this slipped the date by two days. Okay, bummer, but I can deal with that.
I called when there were two days to go from the new pickup date and got something wishy-​washy about how it was going to take a couple extra days. Again, they didn’t call me to tell me they weren’t going to make their date, I had to call them. /​sigh
Two more days go by, two days to the new target date. I called them and this time they say the target date is the same, but they are worried they aren’t going to make it. The current date is a Friday, but it might be Monday.
On Friday, they did actually call me, but it was only to tell me it would actually be Monday. This is now the 4^th target delivery date I’ve had.
It rolls around to 3PM on Monday and I’m getting nervous so I call them. No surprise here, not gonna make today. But it will definitely be tomorrow. Everything is done, just waiting for payment from the insurance company. So I call my insurance company, and they say everything is on track and the payment will go out first thing Tuesday morning. Great! I’m finally going to get my car back, on the fifth scheduled finish date.
Today is Tuesday. I wait until 2 PM and call them again because they aren’t proactive enough to call me, as per usual. I call RNR and the receptionist says that they are waiting on something from the insurance company. I explain the conversation that I had with the insurance company and she says that she’ll just have to connect me to the voicemail of someone at RNR and they will call me back.
I get called back about 45 minutes later. SPOILER ALERT — today isn’t going to be the day for my car either. Today is Tuesday and the new estimate is «sometime next week». Apparently after all of this back and forth they have found a new thing wrong with my car after having it for over three weeks. Something they found through visual inspection after putting everything back together. How is it that they are finding this now?
So, seems to me like the review for RNR is:
Pro:
Looks like they are going to do a thorough job fixing my car.
Con:
Terrible estimation.
No communication.
Keep your car twice as long as they said.
Make you call them to get actual progress on your car.
Do nothing to make you feel better, tell you that all they can do is «say I’m sorry, but I don’t want to provide excuses»
I’m going to burn an entire month’s lease payment on this car where I don’t get to drive it and be paying for a rental car the entire time I don’t have it. And the best they can do is say they are sorry.
That’s some terrible, terrible service.
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Now that I have my car back I can finish the story. They were able to get my car back to me on Tuesday of the following week. Before even walking into the building I took a walk around my car to see how it looked. Imagine my surprise that it now had big scratches in the front left quarter panel, the driver door, the back left quarter panel, and the back bumper. I took my nearly brand new car to a body shop and they scratched it up?
I went in and told them and they came out and looked at it. They agreed that those scratches weren’t in the pictures they took of my vehicle when I dropped the car off. I waited around for two hours while they took it somewhere to get them buffed out. Now you can hardly see them, but if you run your finger nail over them you can still feel the scratches. I’m really glad that I inspected my car — if I had left with all those new scratches on it they never would have believed they happened while they had possession of my car.

First off I can not thank RNR enough, my brand new 2014 tC was accidently hit on the drivers side rear quarter panel… of course my new car would be a target, right? Anyways after a reccomendation from my work «Lexus of Bellevue» I brought my car into RNR for an estimate and repairs. I just got my car back yesterday and I couldn’t be happier with the quality of work, it is impeccable! I would definitely recommend RNR to anyone!

I brought my car here recently to get an estimate on a minor scratch from a hit and run incident. I came without an appointment but the front desk rep was able to squeeze me in. Phil came shortly to greet me. He was professional, friendly and relaxed the entire time. After a short discussion, he asked my permission if he could buffer the section of the car that was hit so that we can observe the real extent of the damage. Surely enough, most of the visible scratches were addressed. This was done all for free, and within minutes. He provided me with an estimate that was in par with another reputable company in the market, and went on to address all of my questions. He even complimented me in how well i kept the car in shape. I was blown away with their customer service. Will definitely come back and refer friends to RNR. Thanks Phil!

UPDATE: after taking my car back in this morning (Monday) the last issues have been resolved, RNR replaced the camera mounting bracket and re-​set the camera, and also corrected the PDC — one of the sensors was not properly connected
I’ve updated the rating to 3 starts because their body work is really good, the experience was somewhat tainted because of the various issues
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Original review:
Booked my BMW X650i in for repairs after another driver rear ended me and collected the car today. I heard rave reviews about RNR and decided it would be worth the two weeks waiting list with their shop vs others that could start almost immediately
I couldn’t be more disappointed
First I couldn’t schedule my repair because they refused to do so without an insurance estimate, despite the two week waiting list. My first scheduled check in was then cancelled without notice because they couldn’t locate the correct estimate even though the insurance company posted it online 2 days earlier AND I called to let them know it was there — another week delay, I decided still worth it because of their great reviews
Finally checked in for the 3 day repair, and as expected further damage delayed work to my car by another week. On the day of delivery I got the run around all day and at the end of the day (after 4) I had to call them and I was told the vehicle would be in for yet another day
Waited all day Friday for confirmation of a pickup time, after 2 calls to no avail I get a call back after 3pm stating my car would be ready at 5 (they close at 5:30)
First thing as I turn the ignition on, big on screen message Park distance control system malfunction — which they somehow missed, after a walk around, I found a lower rear body panel loose
I agree to drive the vehicle as is and bring it back Monday for correcting the PDC as all the workshop staff apparently disappeared at 5 (why they had me collect the car so late after it would’ve been ready the previous day only they will know) which meant they couldn’t correct the PDC problem until after the weekend
As I get home and back up into my garage, it’s clear that the backup camera is aligned incorrectly and can’t properly show the surroundings anymore, the X6 has a really tiny rear window so this is essential, especially since the PDC isn’t working, I walk around the car, and nudged the camera to see if it’s maybe not just twisted, and the whole mounting pops into the tailgate leaving a hole where the camera should be and revealing what appears to be a broken mounting bracket for the camera on the inside of the tailgate
Tried calling as soon as this happened (5:32 by then) and immediately got voicemail at the office (closed at 5:30), drove back there, no surprise no one’s there (to be fair I got there at 5:47 which is after closing hours)
I’m taking the car back on Monday to see what they can do, and will update this review accordingly, but at this point I’m bitterly disappointed, they’ve essentially busted the electronics in every panel they touched after having over 2 weeks to get it done right, I’m afraid to test if all the lights are working for fear of discovering more problems

This is a hard one for me to rate because (unfortunately for me) I’ve been here several times over the years and while they’ve always done excellent work on my car, my last service experience/​interaction with their newer receptionist left me seriously disappointed with the customer service. Maybe I’m just too Type A of a person; maybe I’m just difficult with high expectations; or maybe she just lacks training on customer service. Either way, this last visit was not my best from a «front of the house» perspective.
First of all, I will say that the estimators and the technicians here are well trained and know their stuff. I haven’t had any real issues with the work that they do to my car and it always comes back looking great. In the past I’ve always gotten great follow up calls to status me on the work, to let me know if there’s an extension, and the status of coordination with the insurance company. Customer service in the past has always been great, which is one of the reasons I selected to come back here recently (Okay, and my husband was in an accident with my new car.).
I was sorely disappointed. First there were the questions I had about the paperwork I was sent. I called only to be very frustrated by the new girl that works there. She eventually did have to pass me on to the other girl who has been there longer to actually *help* me. Then there was the notification that the car was done. I left two numbers — asking specifically to be called and left a message on both. That didn’t happen. The final straw was when I picked up the car and tried to get the rental inspected. I told the girl to please call the rental folks to come look at it while I moved my stuff from the rental to my car. I made it clear that I wanted it checked out. After I was done, I come back to the front desk to have a very annoying conversation that basically consisted of me asking when someone was going to get here and her telling me «Oh, soon» you can wait if you want (Uh, didn’t I tell you that I specifically wanted someone to come and look at the car?). Further pressing yielded me «Well, I don’t know, they’re really busy right now.» (Okay, doesn’t that kind of mean that ‘soon’ isn’t really that soon?). After some serious staring where I spent a few minutes trying to suppress the urge to say something actually not-​nice, I had to ask her to call the rental folks and find out how long they were going to take. [Insert sarcastic comment about initiative here.]
She calls the rental place. Then while she’s waiting for them to respond, she picks up the phone. Rental responds. She then puts phone on hold. She gets a response from them regarding time. I didn’t hear the response. Does she tell me what the response was? No. She goes and picks up the phone again. Turns out people were asking a question that was over her head. She asks the other receptionist to help them out, and gets up to move onto her new task (as having other girl do phone meant they had to trade what they were each in the middle of doing). Did she then tell me how long I was still going to have to wait? No. The only thing that saved her from me actually saying something less than considerate is that the rental car guy showed up right as I dryly asking «Exactly how long did the guy say he was going to take to get here?»
I’m sorry if my standards are high for customer service, but I don’t think that anything I asked was far fetched or unreasonable. If it wasn’t for the fact that RNR does great technical work on my cars, I would seriously consider going elsewhere next time. Actually, I am seriously considering going somewhere next time if anyone has another great collision repair shop recommendation — one that comes with front desk staff that doesn’t make me want to slam my forehead on the counter.
5 stars for the work & estimating process.
2 stars for the front desk — and only because there are two girls there (one who is definitely more on the ball than other in my opinion).
3 stars overall. If you can deal with clueless, go for it. I’m way to Type A of a person to deal with that.

I’ve never been in an at fault accident (ever — touch wood). but for some reason other people keep swiping my car while parked and such.
I’ve taken my BMW here 3 times and each time it’s come back looking like new. They are honest and straight up about the parts. they will fight for you with the insurance company to get NEW OEM parts (i.e. shipped from germany) rather than used/​after market crap the insurance company wanna pay for (cheaper).
Love their work. highly recommended.

I’ve unfortunately had to use RNR on three different occasions to fix vandalism and a recent fender bender with a parking garage pole. Every time, I’ve been completely satisfied with the quality and customer service I’ve received. Ashton, the receptionist, is super friendly and helpful — making the fact that your car is getting fixed the least impacting as possible. My car has always come back pristine.
It is nice to know that if I ever get in another accident (knock on wood), RNR will fix my car up to be as good as new!

Been using and recommending RNR for bodywork for years and years. As long as you are going through insurance, I’d recommend coming here. The work is top notch. They are extremely thorough with their estimate and repairs. They don’t skimp on replacement parts. You’re pretty much guaranteed that everything will be OEM. Unfortunately it also means that if you are planning on paying for your own repairs, RNR might be a little bit spendy.