West Broad Collision Center

Reviews 3

CH

Christy

Updated Review 7/5/17: 2 to 3 Stars I received a call on Monday morning from a lady telling me that repairs were finished but they were in the process of performing quality checks and she would call me when my car was ready for pickup (which she stated should be in the afternoon). Then, she called back the same day and let me know that my car was ready for pickup. She mentioned the amount that was due at pick-up. It was the full price and not my deductible though. I called my insurance, and they stated a payment was issued a couple weeks ago. I was even given a copy of the payment information. Sure enough, it had been sent to them... I emailed a copy of the payment info to the lady, to which she replied (and ccd my insurance adjuster) that the check was sent to their physical address and they cannot receive mail there. She put a PO box address in the email for them to send the new check to. I will say, in regards to the timeframe for repair, I am pleased that my car was finished within a week (Dropped off Tuesday evening on 6/20/17---supplement pictures and info submitted and approved on 6/23/17---Work assumed to being done from 6/26-6/30---Call stating car is finished on 7/3/17. Total time of conpletion= about 9 business days). In regards to the retrieval of my car, however, I do feel frustrated with the payment process. I would recommend that somehow the P.O address for payments be readily accessible so people dont send it to the wrong place, causing a delay in the retrieval process. I may have overlooked it, but I didnt see anything on the main page indicating that the address that they are located at could not be used as a mailing address... I will update when I retrieve my vehicle. Original Review: My hope is to have updates to this review but wanted to give an initial one. I want to start off by saying the customer service was great. The ladies I spoke to were kind and professional and communicated with me through the initial part of my experience thus far. For them, I would give 5 stars. However, my 2 stars is due to the fact that Ive been told that my car wont be ready till a total of 4 weeks after dropping it off to them. The estimate through my insurance was 4 days!!! They submitted a supplement 2 days after I dropped it off with a new completion date of 3 weeks later, after its been there for a week already. I called and left a voicemail and received a call back the next day, which is a plus. However, the gentleman I spoke to even said he didnt see why it should take that long. He did send a copy of the supplement and said he would speak to the mechanic to find out whats going on and let me know. He shared that theyre really busy so that may be why but I replied that I called before I even dropped off my car and specifically asked if they were busy because I would need the repair done quickly and was told they didnt have a lot of cars at the time. This was the main reason I chose them over another company. When I called my insurance company, they shared that the only difference in time between my original estimate and the supplement was 5 hours of labor... so even if extended to 5 days, my car should theoretically be done by the end of this week and not 2 more weeks from now. Ill update this review as I find out more and will hopefully change the rating to more stars, but so far, Im not happy...this has a major impact on transportation to work and plans Ive made that shouldnt be impacted as much as they are right now.....

DO

Doreen Duffy

I have to say that Im surprised to see 1 star reviews for these guys. Each contact I had with everyone from the initial phone call to the estimate to the repair and finally picking up my car, every single employee was completely friendly, knowledgeable and professional. The first time I brought my 2013 Honda Pilot here, August 2016, they replaced the roof of my car after a tree fell on it. Anyone that knows body work knows that good quality body work takes a long time, especially for such an extensive repair as mine. The damaged roof was cut off and a new one welded on. The side-curtain airbags all had to be removed and re-packed into the new roof. When I got my car back it was beautifully restored to pre-tree condition. Unfortunately, I was in an accident only 3 months later where the side-curtain airbags did their job and saved not only my life but also the life of my passenger. I am so grateful that West Broad Collision Center properly re-installed all of the safety equipment back onto my car. I really believe there are body shops out there that do not have that kind of integrity and they hope the car owner never realizes that corners were cut. More recently, I bought a 2016 Honda Pilot. I was having an issue with one of the doors not closing properly. I took it here to see what they had to say. I didnt have an appointment, but the receptionist was very pleasant and told me someone would be with me shortly. A few minutes later, a guy walked with me out to my car and pinpointed the issue immediately and was able to repair it with a few twists of a screwdriver. No charge! I know this is unusual to be able to fix an issue within minutes and at no charge, but it showed me that no matter if you have a $10K repair or a quick simple fix, they treated me with the same respect. Ive personally seen bad body repairs by "cheaper" body shops. If you want it done right, take it to these guys - you wont regret it.

JA

Janel Holmes

If I could give them no stars I WOULD. I sent my car into them for a service that initially costed less than $200. I took my car in to fix my passenger seat side mirror because i scuffed it lightly when driving into my car garage. It was minor but my car is new so when they estimated less than 200 I was happy to sign my name on the dotted line. I have a 2014 VW passat. They claim to be a certified VW collision repair center. They even have the plaque on their front desk claiming it. However, when they went to fix the shell over my mirror they BROKE my MIRROR. They made me pay for it and they werent apologetic in the least. I have never sent my car to a collision center and had them break something that wasnt initially broken. The only reason why I went with them in the first place was because they claimed to be VW certified, which clearly being down the hill from a VW dealership and probably handling tons of VWs still doesnt certify that they know how to gently take apart items. This mistake on their part costed me 100 dollars more ending my total to 270 dollars when it was initially 170. If you break something you should fix it. Im not done with them and plan to take further action. Go somewhere else if you want to get your car fixed. I called numerous other collision centers to see if this was a fair practice and they all agreed they would work with the customer in a personal pay situation if this occurred. I will never take my car here ever again.

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