Helfman Collision Center

Overview

Overall Rating 4.66/5Overall Rating 4.66/5Overall Rating 4.66/5Overall Rating 4.66/5rating 4.66
4.7

( 3137 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 18 days ago

Reviews


SL
Susan L.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
10/26/2019 Category: Collision
Susan said she had a lot of concerns with the work that the business did. She addressed the concerns, and they were fixed but now she is concerned if there are more underlying issues that she hasn't noticed yet. She is not that pleased with the experience or the repair. She stated she felt belittled when she addressed a valid concern she had. The windshield that was replaced had streaking on it that limited her visibility, and there was adhesive residue from where a sticker was torn off. Her estimator acknowledged it, when she voiced her concern. She was not given a promised date her vehicle would be finished. It took a total of 6 weeks, she stated it felt extremely long. She was not kept updated, she had to call or email to get communication. She called and left a voice mail and did not hear back. When they replied to her email it was refusal of accepting responsibility, saying they had called her back and left a voice mail. She was not satisfied with the estimate. They did not include the drivers side tire. She had to remind them to include it, and they still ended up not replacing it. She had to go elsewhere to get a tire because it was over looked. At the beginning the staff were accommodating and assuring letting her know they had dealt with this type of claim before, but she stated she felt they lied to her insurance company saying her vehicle was not drivable because the driver's door wouldn't open just to appease them and get her into a rental. She was not satisfied with the communication, they were demeaning and dismissive when it came to her windshield. She would not recommend the business.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 11/19/2019

 We try our best but not all customers can be satisfied with our service. Once again, we cannot perform un-approved repairs. 


JW
Joe W.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
10/17/2019 Category: Collision
Joe said his extra fuel box on the back of the vehicle was torn up and the staff hadn't wired it back up. He asked them to wire it, and the motor on that external fuel tank was left on by the staff and it burned up. The right screws were missing. He added the vehicle looks good, except for those things. He was told the repair would be completed in two weeks and it took eight weeks, due to the insurance company. He stated the staff was not truthful about that delay. The completion date of the repair kept changing. He would not recommend the business for those reasons, and because the vehicle is still not fixed.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 11/19/2019

He is correct about the fuel box - This was not a factory part and something he added to the vehicle. Although we could not confirm the damage was a result of our staff, we took care of the issue. We ordered him a brand new part from the tank manufacture. As for the delays, the responsible party did not agree to fully cover the damage to his vehicle. We advised him to file on his own insurance policy and he continued fighting with the at fault carrier. In the end the repairs were covered and complete but once again, we can't perform repair until the vehicle owner and insurance payer agree and approve the work. 


AC
Angel C.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
09/18/2019 Category: Collision
Angel said the business had his vehicle for an extra month past how long they told him the repairs would take. The staff told him it was due to problems with the insurance company. He also mentioned he did not receive much in the way of updates.
This review was collected via phone interview by Customer Research Inc.

FG
Francisco G.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
09/17/2019 Category: Collision
Francisco said this business took over a month to fix a little dent on a little Fiat 500. That was ridiculous. It was being paid by the at fault insurance. When he arrived to pick up his vehicle they told him there was a $300 balance. The quality was good but the customer service was not. There was no promise date for the repair.
This review was collected via phone interview by Customer Research Inc.

RR
Randy R.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
08/29/2019 Category: Collision
Randy said he was not satisfied with the overall experience. First, he had a rental with the insurance company for forty days. He dropped the vehicle off one month later. He picked the vehicle up two weeks before forty days were up. He called and the repair had not been started because they were waiting on parts. The repair time went over forty days and he had to pay for a rental. Finally, the staff said the vehicle would be ready on Thursday and he got it Monday or Tuesday of the next week. The facility did give him a loaner. However, he had to pay for a week . Also, his vehicle was still operable and did not have to be there .The advisor was the problem not the technicians working on the vehicle. He did not like how this was handled. The quality of the repair was good, although he hears road noise and does not want to return to the facility. For the reasons stated, he would not recommend this business. The outside appearance of the vehicle is great.
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.

DD
David D.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
11/15/2018 Category: Collision
David said he was told his vehicle was ready after it being at the facility for over a week. He found out after a hour or so not only was it not ready. The parts were on back order until November 6th and there were two repairs that were not even done. So the vehicle is back at the facility and he thinks some one should go over the vehicle before giving it back to the customer. One of the mechanics made a comment that the vehicle wasn't washed which he should have done so that he could see the repairs better. As far as being updated the information he did get was wrong.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 12/04/2018

Unfortunately we made some errors in processing his repair but in the end his repairs tunred great and David would recommend us to his friends and family.


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


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.

SG
Selina G.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
07/17/2018 Category: Collision
Selina said there were delays with the repairs, this business had her vehicle for 2 months because of parts and insurance delays and the type of vehicle she had which was not in the insurance company's system. She chose this facility because it was close to her home and it was a Maserati dealership.
This review was collected via phone interview by Customer Research Inc.

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.


BW
Brian W.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
01/24/2018 Category: Collision
Brian said he is not pleased with the person in charge, as they would never call. He lied and he is still having issues that are not yet resolved.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 02/20/2018

Brian was still having an issue but the issue was with after market decals installed by a 3rd party vendor that did not match the originals. I am not making excuses for the problem. We hired the vendor and we were responsible for the problem. This has now been corrected and we hope Brian is now happy. As for being lied to, this did not happen. We may have relayed incorrect informtation to him that had been provided to us but we do not lie to anyone.


FF
Frederic F.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
12/26/2017 Category: Collision
Frederic said his experience with this business was terrible but it wasn't all their fault. Chuck did a good job on the estimate and they did a good job on the repairs they did get done. They were supposed to have fixed everything and they did not. There were things they missed that he had to point out to them. They originally quoted him 30 days, but it took them 6 weeks. He made 2 different 4 hour trips to go pick up his vehicle but they were not done with it either time. In addition, when they were done with his vehicle he didn't even make it home with it. He had to have it towed to a second facility. He would however, still recommend this business.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 02/20/2018

This truck was sent to us from another state because of the severity of the damages after it rolled over. The damaged were over $30,000 but the insurance carrier did not total it. unforntunately with a repair this large, it is easy to overlook something when the customer is not able to go over the vehicle with us. As for the time frame, there was a delay in getting parts from the manufacturer which delayed our repairs. On a positive note, we did a great job on the repairs according to the fact that he would still recoommend us to others.


SS
Syed S.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
11/29/2017 Category: Collision
Syed said his vehicle was supposed to take a week but it was delayed by two more weeks. He was told the business had trouble working with the insurance company. He was kept moderately informed about the status of his vehicle but the communication could have been better. He would not recommend this business because the work took too long.
This review was collected via phone interview by Customer Research Inc.

JC
Jason C.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
06/21/2017 Category: Collision
Jason said this business provided an unrealistic timeline for the service of his vehicle. He had to initiate all contact with them.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 06/26/2017

We did the best we could considering him dropped off without a repair appointment. We cannot put new customer's in front of existing customers. We determine the repair timeline based off of the current work in the shop and the amount of repairs needed to the vehicle. It is unfortunate that the customer timeline did not match ours. However the work turn out great.


TD
Tori D.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
05/19/2017 Category: Collision
Tori said there was poor communication with the business. She had to keep calling for updates. There was a scratch on her front hood after the paint job.
This review was collected via phone interview by Customer Research Inc.
Greg L. from Helfman Collision Center responded on 05/29/2017

We contacted this customer 11 times in 20 days, while we completed a $10,000 repair. I am not sure how we could have done better.