The Vella Group Chester - Accident Repair Centre

We arranged for the Vella group to meet us with our repaired car at the car hire office straight away you could see the repaired sections of the car two shade’s lighter in colour whilst it was on the low loader also the bonnet was misaligned and the wing was also misaligned where it met the sill plus the car was covered in compound dust and watermarks. I rejected the car right away and told them to take it back the lady on the phone protested that it was impossible for the paint shade to be wrong as they just key in a paint code and it’s mixed once they got the car back a manager confirmed all of what I said was wrong and was very apologetic and gave us one of their cars to drive whilst they rectified the problem’s and so we then got a phone call a few days later to go to their site in deeside to inspect the car with a manager upon inspection the faults had been rectified however looking more closely I could see marker pen marks within the paint and also scuff marks still present on one of the headlamps so the manager took it back inside and rectified it whilst we waited once home we noticed the drivers door card has been scratched but I haven’t reported this as I don’t want the car to go back there so I’ll put up with it . The repair cost the insurers around £8000 and for that they don’t even valet it . I really wouldn’t recommend them . Ive posted two photos of the mismatched paint and the panel gaps you can clearly see the bumper (original paint) to the much lighter paint they used plus the large gap between the wing and bonnet

Not quite sure what to expect having car taken to local branch on instructions of insurance company. Any concerns I may have had were quickly forgotten once I had spoken to them on the phone staff were friendly in their approach expert in their knowledge and showed plenty of empathy. The facilities were immaculate and in many ways if the car had not been written off I would have been totally happy to have the repairs carried out by the Vella group Chester.

Booked me in for repair then denied the call ever happened. Told me i must of been 'scammed'. Rang the number that called to book in the repair and it was their reception desk ... that nobody ever answers. Firm of clowns.

They had my car for 10 days - work carried out to a poor standard and needed to be returned for an additional 5 days. Not sure how original work was ok'd to be signed off?

After driving to deeside, to show what I was told was an estimator. Who I've since found out was a person who dealt with parts. They took several pictures and agreed the damage was caused by the other driver involved. A Dent to bonnet and wing mirror glass loose. Alot more damage to bumper and wing. After a week waiting, I received a phone call at 17.45 hrs on a Monday. Take into account my vehicle was going into enterprise on the Tuesday morning 09.00hrs. That I was told they didn't have parts. So I had to then ring enterprise Tuesday morning to cancel courtesy car. Then a week later I dropped my car off at enterprise widnes. Vella picked it up next day as planned. Two weeks later job was completed. Vehicle delivered back to my address in wa7 area. Only to find work that they agreed to do wasn't done. I accepted the car back as I needed it to use for my caravan. I spoken to customer service... Reception. Who to be Frank was talking over me, rude, didn't listen. Said her colleague shouldn't have taken the pictures and an estimator should have. She was going to put the phone down as another customer arrived. There attitude was atrocious, diabolical, arrogant. I've spoken with my insurance to say if I need repaires again I will choose where it goes. However the jobs that where done where good. Let's hope the paint doesn't fade but as for staff... Unprofessional on front desk. They even told me they had staff walk out and that's why a delay in completing my car. If you have the choice take to a repair shop of your own choice. Vella have agreed to do the glass in wing mirror... Should have done it in first place. As for the bonnet... My insurance are looking into a resolve. If an estimator is to do there job. Then don't let someone else do it who isn't an estimator.

We have now had Tesla condemn the repair made by this company - terrible incompetent repair job - going to need a complete overhaul by Tesla to undo the damage done by Vella Group. Please do not use this company. They left mounting parts for a jig to pull out the panel not replace (which we paid for!) Wheel arch lining not fitting - leaking in water not protecting the parking sensor from road spray etc. Panels not aligned. Glue sprayed over windows. Water leaking in through misaligned panels - potentially very dangerous as just above where the battery sits. Gouged alloy - seals that don't fit. Hopefully enough to put you off this garage! The car was in for weeks and weeks supposedly waiting on parts and all they did was try and fudge a repair by pulling out dented panels instead of replacing, now needs lots more work doing to rectify the damage they have done. The car leaks water inside now and permanently stinks.

Had a repair done on my Audi and car was collected & returned within 48 hours looking like new. Excellent job done and was polished looking like it did when I bought it new.

Excellent communication and service. My car only took a few days to be repaired and I’m happy with the result. Overall I was very impressedFOLLOW UPUnfortunately the repair lasted 12 months as patches of rust and paint bubbling appeared so was repaired again.The second repair again lasted 12 months and the same thing happened but they would not repair a third time under the lifetime guarantee as they said my car needed a new sill as it was rusting from the inside.My car should not of been patched up the first time and a new sill should have been used from the onset.Good customer care etc but the repair didnt last so would never use in the future.The photo displayed is 12 months after the second repair

I dropped my wife car off at Enterprise Car Hire Widnes, 14/3/22 as agreed with Vella Deedide they were to pickup our car same day for a body repair with LV insuranceThey actually left the car for two further days at the Enterprise yard I was told this by Vella via a message when I was querying return of our car . They, Vella, rang me to Tell me car would be ready to pickup Tuesday 22/03/22 only to be rang and told car panel was wrong colour and need a repaint and car would be ready for pick up Today Wednesday 10 days ( or 9 working days)Before the paint colour problem I queried that in fact the car had beenkept at Vella for an additional two days I should be entitled to compensation for the two days additional damage waiver coverAfter the paint colour problem adding time, I realised that if the car had picked on the day I dropped it off the I would have saved 4 days @£10 =£40I discussed this with the reception on my telephone callStephanie the receptionist spoke to the manager and came back with the .comment “He ( the manager) will put some petrol in your tank and will speak to Enterprise re the chargeThe out come is no discussions with Enterprise on our behalf had been undertaken, and definitely no addition petrol had been put into our tank( I always photograph my mileage and petrol tank measure before taking my car to any service.This wasAfter the body repair was cancelled at the last minute in November because of a parts problem and no contact by Vella for almost 3 monthYour Customer Service is diabolicalLuckily your Body repairs are much better the repair is goodI would not use Vella by choice LV insurance made us use themJohn Brooks

Paint mismatch on my pearlescent grey car was appalling, wings not blended in after replacing the bonnet, grilles and painting the front bumper. When it was eventually painted correctly the active bi-xenons were misaligned and showing a self levelling fault. LV compensated us for the issues after chatting with them, still awaiting a call from them to sort my headlights...