Heritage Body and Frame Pond Springs

Overview

Overall Rating 4.67/5Overall Rating 4.67/5Overall Rating 4.67/5Overall Rating 4.67/5rating 4.67

1038 Reviews

95% Would Recommend
Latest Review over 3 years ago

Reviews


HM
Habakkuk M.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
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.
This review was collected via phone interview by Customer Research Inc.

KH
Kim H.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
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.
This review was collected via phone interview by Customer Research Inc.

MS
Moshe S.
Austin, TX
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
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.
This review was collected via phone interview by Customer Research Inc.

JM
Jordan M.
Cedar Park, TX
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
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.
This review was collected via phone interview by Customer Research Inc.

TB
Thomas B.
Austin, TX
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
05/23/2013
Terrible communication
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.

MR
Michael R.
Texas
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
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.
This review was collected via phone interview by Customer Research Inc.

PE
Paul E.
TX
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
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.
This review was collected via phone interview by Customer Research Inc.

JY
Jim Y.
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
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.
This review was collected via phone interview by Customer Research Inc.

SH
Sandy H.
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
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.
This review was collected via phone interview by Customer Research Inc.

WW
Walker W.
TX
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
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.
This review was collected via phone interview by Customer Research Inc.

BF
Brent F.
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
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.
This review was collected via phone interview by Customer Research Inc.

JR
Joshua R.
TX
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
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.
This review was collected via phone interview by Customer Research Inc.

MA
Margarita A.
TX
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
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.
This review was collected via phone interview by Customer Research Inc.

SG
Sanjay G.
TX
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
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.
This review was collected via phone interview by Customer Research Inc.
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.

TD
Thirumala D.
TX
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
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.
This review was collected via phone interview by Customer Research Inc.
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.

JB
Jeffrey B.
TX
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
09/30/2011 Category: Collision
Spoke with Sheila. She said that there is some work pending that she has been waiting to hear back about for a week and a half. She mentioned that they did not give her a time for the work to be done. She does not know if the estimate was thorough. She would not recommend them to others. She said that they called her husband and left a message that the vehicle was done but she asked them to call her. They did not listen to her and update the file with her name and her number. She added they needed to be better on follow up and follow through.
This review was collected via phone interview by Customer Research Inc.
Jason B. from Heritage Body and Frame Pond Springs responded on 10/24/2011
The customer is correct we did not properly update the file, and did call her husband since that was the information on file from insurance company. As far as additional work, the customer was asking for two chrome moldings on the front to be replaces (which in my professional opinion have rock chips on them) that were not included in what the insurance company approved us to repair. The customer disagrees with my assessment and stated she would call the insurance company to get their view. I did offer to replace the moldings at cost with no labor. We have not heard from either party at this time.

BW
Bettie W.
TX
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
07/02/2011 Category: Collision
Bettie said the wheel cover was not properly attached and fell off. She took the vehicle to a dealer to have it repaired correctly. The molding on the right side of the rear bumper was not properly attached. The personnel were condescending. She would not recommend them for the reasons previously stated. She would have appreciated it if they repaired the vehicle in the manner which she expected it to be repaired.
This review was collected via phone interview by Customer Research Inc.

DB
Dustin B.
TX
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
07/02/2011 Category: Collision
Dustin said he wasn't satisfied with the quality of the repair, because he had to go back to the business a couple of times. When he went to pick up his vehicle, it didn't look like it had been repaired, so they had to do the repair over again. The business also scratched his tail light, when they painted his vehicle, so they had to replace the tail light. His vehicle was ready 4 days past the time it was promised, because the paint didn't dry correctly and there were air bubbles in it, so they had to repaint it. He wasn't kept adequately informed during the repair process and he was the one who had to call to follow up on the status of his vehicle. He wouldn't recommend this business to others for the same reasons mentioned.
This review was collected via phone interview by Customer Research Inc.

AT
Ann T.
TX
Verified Customer
Overall Rating 2/5Overall Rating 2/5rating 2rating 2rating 2
05/19/2011 Category: Collision
Spoke with Lilly. She said her vehicle took six days longer than expected. The business continued to tell her that it would be done that afternoon and then changing it to the next morning. The business did not respond to her requests for them to call her back, she always had to call them. The only time the business would return her call is when she was frustrated or upset. They continued to find additional damage and the communication was lacking. The personnel made promises they couldn't keep and she wouldn't recommend the business for these reasons.
This review was collected via phone interview by Customer Research Inc.