Helfman Collision Center

Overview

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

3047 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


SB
Steven B.
Texas
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
06/21/2019 Category: Collision
Steven said the main issue was that it took almost 7 weeks to get his vehicle back. He added he is not sure if it was the fault of the business or his insurance for the long time frame. He was never given an promised time for when the repairs should have been finished by. He had to call, himself, multiple times in order to get more information about where his vehicle was in the repair process. While he is willing to go back to the business for future repairs himself, they have not yet done a well enough job for him to recommend them to anyone else.
This review was collected via phone interview by Customer Research Inc.

RJ
Rachel J.
Texas
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
05/18/2019 Category: Collision
Rachel said parts of the vehicle that did not need repair were different when she got the vehicle back. The paint work on the door was not completed. For these reasons, she would not recommend the facility to others. She chose this facility because of a positive past repair experience. This experience was not the same.
This review was collected via phone interview by Customer Research Inc.

LF
Luis F.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
04/17/2019 Category: Collision
Luis said he did not like the fact that when he went to this business for service his back up camera was working, and now it is not. Also the repairs took too long. His vehicle was delayed 2 months, due to parts. He was not kept updated about his vehicle unless he called them. He was not satisfied with the staff's communication. He had to call them. He would not recommend this business for service because of the above mentioned comments.
This review was collected via phone interview by Customer Research Inc.

LA
Lara A.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
03/19/2019 Category: Collision
Lara said this business lacked in communication. They were over on their price estimate and the time frame. She was not satisfied with their quality of work because when she opened the door a part was broken and she had to point it out to them. Her vehicle was delayed 8 days but she is unsure if it was because of a back ordered part or if it was the paint. She was told something different depending on who she talked to. She had to contact them about everything. The estimate was not correct and they did three different estimates. They were given two checks from her insurance and they she had to pay out of pocket for the third estimate on top of her $500 deductible. They told her they would order the part that was broken and call her with the next step. It has been a month and she has been calling them every week with no update. She would not recommend them based on her experience.
This review was collected via phone interview by Customer Research Inc.

IH
Ivan H.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
02/21/2019 Category: Collision
Ivan said he was dissatisfied with the time it took to make the repairs. The repair took one month longer than promised due to a parts delay, maintenance check, and running statistics. The responsiveness of the staff could have been better. He had to contact the facility for repair updates. They did not stay in contact. Because of the length of repair time and the customer service provided, he would not recommend this business for repairs.
This review was collected via phone interview by Customer Research Inc.

MR
Marcus R.
Texas
Verified Customer
Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5Overall Rating 5/5
01/19/2019 Category: Collision
Marcus said one of the employees named Ira was rude to him and he doubts if he will be back because of this incident. He would not recommend for the reason stated.
This review was collected via phone interview by Customer Research Inc.

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. 


JG
Jair G.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
11/08/2018 Category: Collision
Jair said the vehicle was not fixed correctly. It took a really long time to fix, and he wants to return to have details taken care of. The paint work is scratched, and the chrome work was not completed correctly. One of the doors is not aligned correctly. The reverse camera is not working correctly. The exhaust pipe rattles now. He was not kept informed by the staff, and had to call in himself. The estimate was not thorough enough. He had a appointment to look at these things but the staff did not call him when he missed it today. He will call in again.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 12/04/2018

The lengthy repair time was due to the insurance company not authorizing the work. As for his repairs concerns, the vehicle went through a fence, dinch and the woods. We did our best to address any problems we found but unfortunately some items still need to be approved by the insurance. He has missed several repair appointments since this survey was completed. We are hopeful to get him back in and address his issues


LD
L D.
Texas
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
11/08/2018 Category: Collision
L said what was supposed to be a simple tailgate fix took until Thursday morning. This business was a day and a half late and they gave him no reason. They did not update him. He called on Tuesday and on Wednesday, he was not called back so he showed up on Thursday.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 12/04/2018

It is unfortunate he feels this way because we set and met expectations but he felt things should have went differently. We can't please everyone.


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.  


LJ
Latonya J.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
09/26/2018 Category: Collision
Spoke with Latonya's husband. He said he was happy until he got his vehicle back and there was a nail in the tire. This business did not take care of the insurance. The rental place charged his credit card $100.00. And there still has not been any follow up to rectify the situation. He dealt with someone other than who he normally deals with and that is were the problem started. The follow up was terrible. He has been a customer since 2005.
This review was collected via phone interview by Customer Research Inc.

KM
Kristin M.
Texas
Verified Customer
Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5Overall Rating 4/5rating 4
09/25/2018 Category: Collision
Kristin said there were a couple of things they forgot to do. They did not give her a promise date. She was not kept adequately informed because she did not get many updates on the status of her vehicle until the very end. She was sort of satisfied with the communication for the same reason. She would not recommend this business.
This review was collected via phone interview by Customer Research Inc.

DC
David C.
Texas
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
09/22/2018 Category: Collision
David said he had a horrible experience, and it still is . The vehicle was there for a month and it still is not completed. They took nuts from the back door to fix the front. The paint is already peeling. The staff member who is his contact won't call him back. David has to call him. He is not satisfied with the communication, the treatment , and he would not recommend the business for repair to others.
This review was collected via phone interview by Customer Research Inc.

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.

BL
Brian L.
Texas
Verified Customer
Overall Rating 3/5Overall Rating 3/5Overall Rating 3/5rating 3rating 3
05/18/2018 Category: Collision
Brian said the vehicle was done 4 months later than promised. The employees initially told him the repairs would take one month, at the most. Then, he was called every couple of weeks and was told that it would take another 2 weeks. This was mostly because of the insurance company. The vehicle was at this facility for 5 months. He would not recommend this business because of the length of time it took. The staff was fantastic, though. They did a great job.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 06/05/2018

We appreciate Brian's business. However the vehicle was not here for 5 months but is was here for a long time. This was due to the insurance company liable for his damages not agreeing to a complete and proper repair. Once Brian agreed to cover the repair and seek reimbursement from the carrier, the repairs went really fast. Too many times repairs are delayed because of approvals from the involved insurance companies and the owner unwillingness to accept financial responsibility for an accident they did not cause. Customers must understand that the body shop is simply a service provider and can't proceed with the work until someone has agreed to pay to the damages. It's really too bad the shops get blamed for lengthly repairs, when they are just trying to protect the vehicle owner from an unexpected bill once the work is completed. As you can see, Brian loved our staff and the repair quality. Hopefully he will come to appreciate why the repairs took so long and understand that we had his best interest in mind throughout the entire process.


AA
Antonio A.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
04/25/2018 Category: Collision
Antonio said this business had his vehicle for over a month, it took way too long to get his vehicle back. His vehicle was 2 weeks late because his advisor was waiting for authorization on something. He had to keep calling them. The problem was that while his advisor did his best, they only had one person handling fleet vehicles, and they should have had backups. However, the person who did his estimate was nice and professional.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 06/05/2018

Antonio's vehicle is managed by a 3rd party fleet company, Wheel's Inc, which are the only ones that can authorize work on these vehicles. Although we anticipated a 2 week repair time when Antonio droppef off, we did know it would take so long for an approval.


MB
Mohammed B.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
04/19/2018 Category: Collision
Mohammed said this business was really slow. His vehicle was not ready when promised. He was not given a reason for the delay and he did not elaborate as to how late it was other than to say that the ready date was pushed back 4 or 5 times. He was not kept up to date and had to call in to check on the status of his vehicle. The insurance company did the estimate. He would not recommend this business.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 06/05/2018

Being slow is his opinion. We provided him with an estimated completeion date and finished the vehicle 1 day early. He choose us to repair the vehicle knowing how long it would take. It is confsing why he is unsatisfied that we finished early. As for the isnurance company providing the estimate, this is not true. We provided the estimate but it took Geico 4 tries before they agreed to pay our estimate. This is a common practice used to lower their repair cost. They hope repairers will either cut corners or do work for free to the complete the job and move on to the next one.


TH
Travis H.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
04/19/2018 Category: Collision
Travis said his vehicle was 7 days late due to a delay with parts, so he had to pay for 7 extra days on his rental out of pocket. He is not sure about the quality of the repair because he does not have the mechanical expertise to judge, but the vehicle looks great. They never called him, he had to be the one to continually call them for updates. The gentleman who did his estimate was nice, but the estimate was not very good. It was only 50 percent of what he ended up paying. For these reasons, he would not recommend this business.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 06/05/2018

Many times a customer will insist on a estimate while the vehicle is still assembled but most the damages cannot be seen until the vehicle is taken apart. This makes it impossible to provide an accurate estimate or repair time. That is the case here. As for the rental issue, he did not have rental coverage on his policy and therefore should be upset with himself or his insurance agent, not us, the service provider.