09/11/2014 Category: Collision
Habakkuk said after the vehicle was picked up, he discovered a cut in the dashboard on the vehicle. He took a picture of the cut and mailed it back to the facility. When they did not respond to that, he took the vehicle in and spoke with a lady. Her first response to him was none of the technicians would have done such a thing, and there was nothing she could do about the cut. He is not satisfied with the quality of the repair because when the vehicle was first returned, he had to open the hood and tighten his battery down to start the vehicle. He returned the vehicle and a gentleman tightened the battery down, which resolved the problem. The time for the vehicle was changed during the repair and a reason was not given for the delay. He did not mention the length of the delay. He is not happy with the communication due to what occurred when he brought the vehicle back about the mentioned scratch. When the pictures were looked at, the scratch was not visible and the facility gave him a refund, since he did not want to leave the vehicle during the time it would take to remove the scratch.
05/08/2014 Category: Collision
Spoke with Carol. She said they were supposed to do some touch up paint work. It was done very poorly. Her vehicle was about five days late and she is not sure why. She will not recommend this facility to anyone for the reasons mentioned.
09/05/2013 Category: Collision
Spoke with Jennifer. She said it took 1 day longer than promised and she is unsure what caused the delay. She was not kept informed and when she confronted them about their lack of communication, all she got was excuses. They did not want to apologize. Their communication was poor and she would not recommend this business.
Cedar Park, TX
08/31/2013 Category: Collision
Jordan said this business did not communicate with him very well. He was told on Friday that his vehicle would be finished by Monday but no one contacted him Monday. He called them Tuesday and was told to wait another day. He also suggested that the woman who accompanied the estimator should have smiled more.
I dropped my car off overnight for them to take a look at my car after having an accident. The car still ran fine and the damage was almost unnoticeable. I mentioned on the phone before I dropped the car off that I didnt want to get the repairs done if they were expensive and was told that they can't do partial repairs. I expected to get a call estimating the cost to complete the work but instead, I got a call in 4 days saying that the work was completed without ever hearing an estimate or signing off on the repairs that needed to be done. Now I am stuck with a very expensive bill for work that didn't need to be done. These guys are grade A scam artists and I feel swindled. I will never go here again and will never recommend them to someone.
03/04/2013 Category: Collision
Michael said he took his vehicle back to this business and they found some glue on the right interior door panel. The front window on the right side was scratched. He had to take his vehicle back in last weekend. The vehicle was ready a week and a half late because they had to order parts. He said he waited until he received a phone call. He would not recommend this business based on this experience because he lost money by having to make several trips.
02/25/2013 Category: Collision
Paul said he received poor customer service.They did not follow up with him and they have not called him back.They did not address his concerns about the damages underneath his vehicle. He said the service manager made a rude comment when he first dropped his vehicle off. His vehicle was ready one week late because they did not address his concerns about the damages at the bottom of his vehicle that he had pointed out to them in the beginning. They had to order some parts. They did not keep him adequately informed. He said he is still waiting for someone to call him. He was not satisfied with the person who prepared his estimate because they told him they took his vehicle to another business to have it on a lift. They wanted to check if there was any damage underneath the vehicle. They told him they did not find anything. He would not recommend this business based on this experience. He said the adjustor had taken pictures of the damage underneath his vehicle.
02/01/2013 Category: Collision
Jim said this business should hire better technicians. The color of the paint didn't match and the bumper was installed incorrectly. He said he was not happy with the quality of the work. His vehicle wasn't ready on time due to a parts delay, he didn't say how much later it was then promised. Due to this experience he would not recommend them.
01/08/2013 Category: Collision
Sandy said the shocks on her trunk aren't working, but they worked before she brought her vehicle in for repairs. She was told the part wears out quickly. She has heard back from them to see when she can bring her vehicle back in. She was not satisfied with the repair for the reason stated. The repairs took 2 days longer. She was not given an explanation for the delay. They didn't call her until the vehicle was ready to be picked up. She had to call them. They gave her the run around. She was told the personnel were on vacation, then was told they no longer worked there. They did not communicate with her other than to inform her of the repairs being completed. She would not recommend them for the reasons stated.
12/06/2012 Category: Collision
Walker said the work was incredibly slow. He would have been happier if he had been kept in the loop but this business did not keep him informed during the repair process and every time he called for an update he was told there was a parts issue. He was originally told it would be five days but it took three and a half weeks total to get his vehicle. He thinks there was a lack of attention to details if this business had to order or reorder parts consistently. He added that this business was not in direct contact with him but his insurance adjuster was the one he would be transferred to when he would call to find out what was going on. He stated he was not part of the estimate process, his adjuster handled all that. He did not have any communication with them. Mr. Walmus had used this business before with great results so he decided to use them again. He did say his vehicle looks better than before the accident.
10/04/2012 Category: Collision
Brent said they reset the windows to where he could not roll them down. He had to contact the business to have the issue addressed and did not appreciate taking time out of his day. The business told him his vehicle would be ready in two days, but they had his vehicle for one week. He had to call the business twice to follow the progress of his vehicle's repairs. Also there was no rental vehicle available that was equivalent to his vehicle and he stated he believes Geico messed it up. The vehicle was not clean when it was returned to him. He would not recommend them due to the reasons mentioned.
08/21/2012 Category: Collision
Joshua said this business replaced a plastic shield underneath his vehicle, but its very loose. He said some clips may not have been put on correctly.
12/14/2011 Category: Collision
Margarita stated that she was told by the business her vehicle would be ready in four days, however her vehicle was in the shop for three weeks because there were part delays and miscommunication with the insurance company.
10/20/2011 Category: Collision
Sanjay said his vehicle was not ready when promised. He was not given a time for when the vehicle would be ready, even though he specifically asked for one. He was not kept adequately informed during the repair process because he had to call and ask what was happening with his vehicle. Because of this experience he would not recommend this business to others. He chose this business because they were the only one that would be able to repair his vehicle in a timely manner that would work with his schedule. He has used them before. This business needs to keep people informed, particularly when they have special requests.
Jason B. from Heritage Body and Frame Pond Springs responded on 10/24/2011
This customer came in 3 hours after his scheduled appointment's time with the insurance company adjuster. He wanted his vehicle to as soon as possible and We accomplished that. We were done with his vehicle within 24 hours of him dropping it off. If he would have come in during his scheduled time we would have been done the same day. We called the customer as directed and gave him the time his car would be ready. He called us back at the time we said his car would be ready to see if his car was done. Then we stayed late just to accommodate him. He accused us of not telling him his a car was ready, however once he arrived after our normal closing time, he said he had just woken up when we called him and did not remember the conversation. I am sorry that repairs being done in 24 hours or less, contacting you , and staying late so you can pick up your vehicle, when you were late to your appointment, and to pick up you vehicle was not good enough customer service. Please check you facts before you give a company a bad rating.
10/12/2011 Category: Collision
Thirumala said he was not satisfied with the repair because when he drove his vehicle home it stopped in the middle of the road. He would not recommend this business because of the reason mentioned. He said they should carefully fix his vehicle because their carelessness caused his engine not to move and he chose not to elaborate further.
Jason B. from Heritage Body and Frame Pond Springs responded on 10/24/2011
There was a minor issue with the vehicle about 10 minutes after the customer left. We immediately sent a tech, brought the vehicle and customer back here. We stayed late, corrected the issue, retested and got the customer back on their way within 30mins. We were very apologetic and try to ensure there are no issues on every repair, but sometimes things do happen and when they do, we do our best to correct them as fast as possible.
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