Helfman Collision Center

Overview

Overall Rating 4.66/5Overall Rating 4.66/5Overall Rating 4.66/5Overall Rating 4.66/5rating 4.66

3055 Reviews

ReScore Reviews™ (1)

ReScore
Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5rating 4.0
Original
Overall Rating 1.0/5rating 1.0rating 1.0rating 1.0rating 1.0
95% Would Recommend
Latest Review 2 days ago

Reviews


HS
Henry S.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
01/18/2019 Category: Collision
Henry said the repair looks good but he has been waiting a month and a half for a side-view mirror.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 02/20/2019

It is unfortunate that Henry feels this way. We did a good job in our body shop as his comments reflect. His issue was with a back ordered part from another department that has now been resolved. We hope he now feels differently about our dealership.


PP
Patrick P.
Texas
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
12/13/2018 Category: Collision
Patrick said the employees took care of the remaining service issue.
This review was collected via phone interview by Customer Research Inc.

Overall Rating 1/5rating 1rating 1rating 1rating 1
12/13/2018 Category: Collision
Patrick said he is very upset and he feels like he was cheated out of his money. The insurance company waved his deductible because the accident wasn't his fault. This facility said he still had to pay it so he did. Ira said once he receives a letter for corporate he would return his money to him. He got the letter but he only got back half. They still owe him $250. His insurance company called him yesterday and told him he's owed that money. He hasn't heard from any one and he would like his money back. The vehicle was delayed due to the insurance company.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 12/20/2018

We called Patrick after recieving this survey because we were shocked he felt this way about us. Our repairs could not have turned out any better and we was extremely happy with our service and quality when he picked up his RAM 1500.  Unfortunately, Patrick thought the survey was about the insurance company, Progressive and it's representative. Patrick is very unhappy with how Progressive Insurance handle his claim. The good news is, Patrick is very happy with us and will recommend us to others. 


KK
Kevin K.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
10/16/2018 Category: Collision
Kevin said his overall experience was pathetic. He had never dealt with anyone that smiled while lying. The repair and communication were sub-par. They did not clean the glass out of his vehicle, so his friend almost sat in it. He returned the vehicle and when they gave it back, he cut his finger on the glass. The glass repair was supposed to take a day. He was not given a reason why they had his vehicle for a week and a half. No one informed him when the repair was started nor called with updates. They performed extra repairs without his authorization. The representative stated he had detailed records of when he called. However, he checked and they spoke 5 times for about 10 minutes each call, when he called the business. There were errors in the estimate. He would like the manager to call him.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 12/04/2018

I spoke with this customer and there was nothing we could do to please him short of turning back time and not allowing his vehicle to be broken in to.  


KT
Kelly T.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
08/18/2018 Category: Collision
Spoke with Kelly. She said the front bumper needed realignment, due to manufacturer's defect. By the time they got in, the bumper had been scrapped, so it needed to be realigned and painted. At the facility, someone had bumped into the vehicle and the paint had been chipped off. This left two places on the vehicle where the paint was chipped and it was still not correctly aligned. The manager didn't adequately take care of the problem. For these reasons, she would not recommend the facility to others.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 09/20/2018

Unfortunately her vehicle was impacted and not consider a defect by the manufacturer. This out of our control - She had to pay for the repairs and wasn't happy about that. 


JV
Jose V.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
06/18/2018 Category: Collision
Jose said although he was satisfied with the quality of the repair, he was not satisfied with his overall experience. The air conditioner is not working right. There are stains in the paint which were not there when he brought the vehicle in. There are scratches all over the interior from when they removed the pillars and panels. The dashboard has white stains all over it. He has notified Ira of these problems, but he has not had the opportunity to take the vehicle back, because of his work schedule. Also, it took a long time. The vehicle was there over a month and a half. He was not kept adequately informed. He had to keep calling the business to find out what was going on. Ira, the person who prepared his estimate, went back and forth with the insurance company. When he got the vehicle back, there was still a piece missing from the vehicle. For that reason, he was not satisfied with the thoroughness of the person who prepared his estimate. He was not satisfied with the communication, for reasons already stated. He would not recommend this business, for reasons already stated.
This review was collected via phone interview by Customer Research Inc.

JG
James G.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
02/21/2018 Category: Collision
James said he had to take the vehicle back 3 times because of mistakes this business made. Ultimately, he was satisfied with the repair. The vehicle was 1 week and a half late because the part was not in. He had to call them almost every day. The phone system was not working well. He could not get to the right person, so he drove back to the business. He will not go back to the business. The person who prepared his estimate told him it would cost $2500, and it ended up costing $7000. When he went to pick up the vehicle the first time, he was told it was not ready because they had to wash it. He did not get it back until 2 hours later. The employees just rolled their eyes and acted like they did not care. After he got the vehicle back, he discovered the light and the parking sensors were not working, so he had to take the vehicle back. The second time he went to pick up the vehicle, the bumper was not on the vehicle. So he took it back. The third time, there was a large gap between the bumper and the light. He notified them about this, and they fixed it while he waited. The business closed at 6, and he received his vehicle back at 645.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 02/23/2018

James isn't completely wrong in his accessment of the repair process. However, he is misleading you to beleive his issues were the shop's fault. The truth of the matter is, the $2500 estimate was provided by Allstate Insurance. Our initial estimate was almost $7000 but it Allstate took 3 tries and 2 weeks to agree to all of the damages. The fit and function issues were a result of NON-OEM parts that Allstate insisting on using and the owner approved against our advice. He claims the vehicle wasn't ready when he arrived to pick it up, well that's because he showed up before he was told the vehicle was ready.As for the negative comments about the staff, PLEASE READ THE HUNDREDS OF OTHER REVEIWS AND DECIDE FOR YOURSELF IF THESE ARE TRUE. We appreciate all of our customers and take pride in our work but sometimes we can't make people happy.


JS
Jason S.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
08/21/2017 Category: Collision
Jason said the staff had his vehicle for almost three weeks. It was supposed to be a three day repair. They needed some paperwork and they never reached out to him. He was unsure of his satisfaction with the person that prepared his estimate. The staff treated him pretty well but they didn't keep him updated.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 10/19/2017

Jason is correct about the time frame - however we reached out to to him and the insurance company several times without positive results. We cannot proceed with repairs until the work is approved and the parts arrive. We did our best with what we were working with


ES
Eddie S.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
03/24/2017 Category: Collision
Eddie said he was not kept informed. He was never told what was going on with his vehicle. Two of his lights are out but he will not take it back. The vehicle was delayed but they were giving him excuses and they did not give him a reason for the delay. He will never return and he will make sure he tells others not to go to this business.
This review was collected via phone interview by Customer Research Inc.

RF
Raymond F.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
03/21/2017 Category: Collision
Raymond said he would not recommend this business. They had the vehicle for 30 days just to do some minor work and the quality of the paint work was poor. It was delayed but he does not know why. He did not like the way he was treated by the personnel because he is in a wheelchair and they made him feel like he didn't matter. They did not keep him informed or up to date on the status of his vehicle. Their communication was not good.
This review was collected via phone interview by Customer Research Inc.

MA
Mary A.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
02/21/2017 Category: Collision
Mary said she was not satisfied with the quality of the repair. When she went to pick up her vehicle, she noticed there was a big 4 inch ding in the front that was not there when she dropped it off. Someone could have called and informed about the ding and she would have paid to get it fixed. Instead, they just painted over it. She took her vehicle to them around Christmas or New Years. They had the vehicle at their facility for 7 weeks. They told her the vehicle would be ready in a couple of weeks. Her vehicle was delayed because they had to order more parts and they were waiting on the insurance company to take a look at everything. She was able to get her vehicle right when her allotted time to use the rental ran out. She called them multiple times, trying to figure out what was going on with her vehicle. Ira, her repair representative, was not there towards the end of the repair so it was hard to get information. She said she feels no one made the effort to contact her because she did most of the calling. She wasn't expecting a phone call every day but it would have been nice if she would have received a call at the beginning of the week and at the end of the week to keep her updated. She always has a good experience with the associated dealership. It was her first time using this business and she had a bad experience.
This review was collected via phone interview by Customer Research Inc.

JC
Jamecia C.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
02/21/2017 Category: Collision
Jamecia said her overall experience was truly overwhelming and they had the poorest customer service she's ever experienced. She said it was frustrating. She called to get updates and when she reached out, no one returned her calls. They delayed the vehicle twice. Her vehicle was supposed to be ready by the end of the week. When Thursday and Friday came around, it wasn't ready. On the following Tuesday, it still wasn't ready. She got a call telling her the wrong part was ordered and it wouldn't be ready until the following Monday. She didn't get her vehicle back until Valentine's Day.
This review was collected via phone interview by Customer Research Inc.

TA
Tes A.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
12/14/2016 Category: Collision
Tes said the business kept his vehicle for three weeks because they had to reorder the bumper for it. The first one was damaged on the way there. He said he was not happy that he had to call the facility for an update on his vehicle and that they would not give him a rental for his use while waiting. As a result he would not recommend them to others.
This review was collected via phone interview by Customer Research Inc.

MF
Michael F.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
09/17/2016 Category: Collision
Michael said his vehicle took a very long time and the vehicle had to go back a second time. After his vehicle was repaired a second time, a part flew off the vehicle. Currently, he is waiting for a stock part to replace the part that has flown off and it has been over a week. His vehicle was delayed about a week because they kept finding additional damage. They kept finding issue after issue. At one point they put a fender on the vehicle and it did not fit properly. The insurance company performed the estimate.
This review was collected via phone interview by Customer Research Inc.

DK
David K.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
03/30/2016 Category: Collision
David said his vehicle was damaged more than before by this business. There was grease on the steering wheel and stains in the seat. He was not informed of the additional damage done to the vehicle until he picked it up. The personnel was rude, tried to minimize the additional damage and did not want to repair it. He had to take the vehicle back for the repair.
This review was collected via phone interview by Customer Research Inc.

DB
Debra B.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
02/25/2016 Category: Collision
Debra said her experience was not handled well. The repair took way too long. The promised time was five or seven days but it took 27 days and he kept blaming this on the parts not being there. She knew that the parts were there. The insurance company dealt with the estimate. The person she dealt with had no customer service skills and not a care in the world. After the initial week, there was no trust between herself and him. He was not apologetic, not accommodating and not personable at all. He did apologize at the end but it was not genuine and he just wanted her to leave. She said she was not happy with the courtesy, communication and is not referring this facility to others for these reasons.
This review was collected via phone interview by Customer Research Inc.

VS
Virginio S.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
10/27/2015 Category: Collision
Virginio said he was not happy with his overall experience with this business. When he first got there they told him they would be replacing the back door and panel. They ended up not replacing it and the left lights were not set in properly. He also said the paint work was not good. The gloss that was applied to his vehicle was way too much and he was not satisfied with it at all. He did not have any direct communication with the business, but JC, one of the employees at this business, was a great guy. He said for the high price he paid to this business for the repairs, he was not happy and needs to go back to have these issues resolved, and because of these issues, he would not recommend this business.
This review was collected via phone interview by Customer Research Inc.

JM
Jose M.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
07/23/2015 Category: Collision
Jose said the promised times were off and the service was terrible at this business. He was not satisfied with the quality of the repair because his vehicle was missing a sensor part and his bumper was noticeably not in place. After the repairs were completed, he noticed his vehicle was shaking. When he brought it back to the business, he had to watch the staff member repair it to make sure it was done properly. His vehicle was delayed by a week because they had to order parts. He had to call them because he was not notified about anything and his calls were not returned in a timely manner, so he was not kept informed. The estimator quoted him a certain price, but then they charged his insurance company an extra $1700 and he is not sure why. He said the staff at the front desk was very unprofessional. They were cursing in English and Spanish in front of him. There was no communication from the business whatsoever. He would definitely not recommend the business because they did not try to help him out. He stated he felt like they choose their customers, made him feel like his money was not good, not welcomed and segregated. He also stated he felt like the staff at the business was playing games with him. He said he has been to the business three times previously and the service was good, but this visit was not. He was looking forward to trading in his vehicle, but they treated him like trash. He regrets going to this business and is done with them.
This review was collected via phone interview by Customer Research Inc.

SR
Stacey R.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
07/22/2015 Category: Collision
Stacey said he has taken the vehicle back three times for the same issues. There was transmission fluid leaking underneath the vehicle and it hesitated when pulling off. Most of the communication with the facility was initiated from him. He would not recommend this business over the reasons already mentioned.
This review was collected via phone interview by Customer Research Inc.

JW
Jonathan W.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
07/10/2015 Category: Collision
Jonathan said they had his vehicle for over a month, and when he got it back the front bumper still had damage. It is an incomplete job. Instead of taking two weeks, it ended up taking a month and a week to complete the job. The insurance adjuster and the employee he was dealing with at this business were not communicating with each other. He was waiting on the paperwork from the insurance adjuster. The receptionist was good on calling him. They were charged for something that was not replaced. This was regarding the front grill and he was supposed to get a call on Monday, which did not happen. Everybody there was nice. He was not satisfied with the communication because of the length of time it took, and it was not completed. Even though he would recommend this business, but he would add to double check the work to make sure it was done correctly.
This review was collected via phone interview by Customer Research Inc.
Greg L., Manager from Helfman Collision Center responded on 07/18/2015

He is correct about the communication between us and the insurance adjuster. We certainly understand his frustration but unfortunately we can't make the insurance adjuster be more responsive. The customer selected his insurance provider not us. We do our best to work the insurer but sometimes there are problems. We push for what the customer wants covered and insurance provider pushes back to pay as little as possible. As for the incomplete job, we did what his insurance company paid us to do. We did not charge for grill because the insurance company would not pay for it. He needs to take this up with the compnay he pays to insure his vehicle. If he or the insurance company agrees to pay for a new grill, we will gladly install it. As for the amount of time it took, this was a flood claim during the same time that 18,000 others had flood claims. It's called a catastrophy. It takes longer than normal for the insurance company to adjust claims, shops to perform repairs or for parts to be available. It all about supply and demand. The demand for services sky rocketed in one day and the suppliers/service providers can not staff for something that may happen once every year are two.


MR
Manuel R.
Texas
Verified Customer
Overall Rating 1/5rating 1rating 1rating 1rating 1
06/01/2015 Category: Collision
Spoke with Maria. She said when she came to pick up her vehicle the leather on the steering wheel was ripped. She was happy with the personnel when she came back the second time to resolve the issue, but she would not recommend them for the reason mentioned.
This review was collected via phone interview by Customer Research Inc.
Greg L., Manager from Helfman Collision Center responded on 06/19/2015

Well, we admitted to and fix our mistake. We also did it with a smile but that's not good enough. When we screw up, we fix it. We will never be perfect and when we are extremely busy, we make more mistakes, but we always do what's right by our customers and most appreciate it.