New Haven’s Columbus Autobody Works, which was opened in 1928 by Vincenzo DiLauro, has been owned and operated by the family for four generations. The shop’s continued success has come down to a few simple and clear factors: a dedication to high-quality and innovative auto repairs and services, a dedicated customer base, and owners and staff that foster a family atmosphere. Despite its Elm City location, the firm has a very West Haven relationship.
Columbus Autobody, which has been located on Columbus Avenue on the West Haven line since its founding, is run by President Mary Ellen DiLauro, the granddaughter of Vincent, and her daughter Jennifer, who serves as vice president. The hard-working pair are dedicated to maintaining a commitment to satisfying customers and providing high-quality auto repairs and services using the latest equipment and auto parts.
Columbus Autobody offers services for collusion repair, auto detailing, brake jobs and adjustments, glass and windshield repair and replacement, and oil and filter changes. The staff uses the latest tools and equipment, no matter what the extent of the auto issue. Columbus Autobody also helps customers get rental cars during the time their car is in the shop and has licensed appraisers to perform insurance work. The store has five technicians right now in addition to a full-time estimator.
“We make sure to never cut corners and always do an exceptional job when we’re working on vehicles,” Jennifer said.
Javier Bastida, a technician who has worked at Columbus Autobody for six years, said that he has consistently enjoyed collaborating with customers. He said he and other technicians emphasize the steps they are taking when working on a car to customers.
The appreciation Columbus Autobody receives for its quality customer service can be found by looking at the customer reviews on the store website as well as sites like Yelp. These reviews single out the professionalism and reliability of the shop’s staff and owners, the quality of the repairs by technicians, the shop’s affordability, and how friendly Jennifer and Mary Ellen are. Many of the reviews talk about how these individuals have been using Columbus Autobody for many years, and how they have or will recommend the shop to others. Overall, the shop has a rating of 4.8 out of five stars on the website, with many of the reviews originating from Google.
Jennifer talked in depth about the loyalty and size of the Columbus Autobody customer base.
“I think we have a great customer base that spans generations, and I love seeing customers come for multiple generations. We get ones from all the surrounding towns and walks of life,” Jennifer said. “We work for the customers, not the insurance companies.”
Mary Ellen said that the shop’s great relationship with its customers was also evident in she and Jennifer’s involvement in the community of West Haven and the shop’s sponsorship of community programs, particularly youth sports. Mary Ellen said that the DeLauro family has maintained this level of involvement in the city’s community programs since Columbus Autobody’s founding.
Jennifer and Mary Ellen said that Columbus Autobody grows its customer service base through word of mouth, social media, and online reviews. Mary Ellen and Jennifer use social media themselves, along with a detailed website that includes a blog, to communicate with customers themselves.
The current owners have maintained the family atmosphere throughout the shop, which has consistently existed since Columbus Autobody opened 97 years ago. Javier spoke movingly of the welcoming environment the shop has.
“Mary Ellen and Jennifer are wonderful people and great bosses, and they give the staff a lot of opportunities to grow. Having the shop be a family environment helps the entire staff a lot and makes the day go by fast. That’s what keeps me working here,” Javier said.
Javier said he is close with his fellow technicians, and that the five of them all work well together and respect one another.
Mary Ellen said she and Jennifer have a few goals for helping to improve Colombus Autobody. They have already made improvements to the shop and got new equipment and say that helping the technicians obtain more training is the next step to improving the shop.
“A lot of younger people don’t want to do this sort of physical work, so we need to work hard at finding quality technicians,” Jennifer said.
Mary Ellen and Jennifer said they are determined for Columbus Autobody to reach its 100-year anniversary. They want to keep the shop in the family, if possible, which could include involving extended family members in its ownership.
“I’m open to my employees getting involved in ownership if it’s a good fit,” Mary Ellen said.
Javier said he is loyal to Columbus Autobody and its owners and hopes to remain for the foreseeable future.
“It’s hard to find an autobody shop where you trust your employers and can succeed. I am very proud of my work here, and I would like to stay and help Mary Ellen and Jennifer keep going. They treat me right, so I want to give my 110 percent to them.”