I have had numerous repairs done and was satisfied until I noticed the paint did not match after the last repair this was 3rd paint repair on this vehicle when I checked on lifetime warranty I was rudely dismissed it really lowered my expectations of their customer service I will never go back.
01/30/2016 Category: Collision
Spoke with Andrew. He said it took the business three or four weeks to replace a broken window when in reality it should have only taken a day or two. Instead of just ordering the part, the business set up an appointment to access the broken window then ordered the parts. He stated that he felt the process was backwards and will not be returning to the business for any service or repairs.
09/03/2015 Category: Collision
Nget said the customer service is bad at the business. She had to call for updates and she was put on hold for a long time. They never called her back or followed up. The repair took four weeks and she assumed they were waiting for insurance approval, but they did not tell her. They were nice when they spoke with her, but the estimate they gave was way off.
05/28/2015 Category: Collision
Jessica said this business took a long time to get damages fixed and way too long giving her an update on the repairs. The door handle is all dented. She was not satisfied with the quality of the repair due to reasons already mentioned. She does not trust that the work was done correctly. The vehicle was a week and a half later than the original promise date due to the insurance company taking time with the estimate. She initiated all contact with this business regarding the repair process and any updates. She was not satisfied with Charles because he was the crux of the entire problem. He did not contact her, missed repairs in his estimate and has not had any contact with her even though she has left numerous messages for him for the past three weeks. She was not satisfied with the communication for reasons already stated. She would not recommend this business to others due to the fact that two months after the repairs there is still unfinished work and no one from this business has contacted her. It seems to her that they do not care since they have been paid.
02/16/2015 Category: Collision
Danielle said the business had her vehicle for 2 months when at first she was told it would be ready in 1 week. There was never really any good or consistent explanation for the delays. She would have to call them week to week only to be told that it would not be ready for another week. The original estimate was $1,200 but somewhere along the way the cost rose to $8,000 she now owes more on her vehicle than it is worth. Her vehicle was parked when it was hit and she feels they should have totaled it, in fact there is still an issue with the alignment. The gentleman that worked on her vehicle was nice.
10/15/2014 Category: Collision
Brianna said since she has had her vehicle back the bumper has needed adjustments three times. This was her second time there and she had to take her vehicle back then also. She will not recommend them for the reasons stated.
09/19/2014 Category: Collision
Christine said she is not one hundred percent happy with the workmanship. They have ordered the wrong parts three times. There are issues that she needs to talk with them about. The front passenger door has a clip that keeps falling off and the driver side door along with the fender have some scratches. Those scratches were buffed out. It ended up being about three days longer due to the wrong parts that arrived. She probably would not recommend this business because her husband is not thrilled that they kept ordering the wrong parts and also due to the scratches. The area on the passenger side of her vehicle is where it got fixed. They were nice, courteous and she liked the customer service at the time.
09/16/2014 Category: Collision
Emile said he did not understand why the business was not able to get the right parts for his vehicle. He was not satisfied with the quality of the repair because they were not able to find the right part to fix his vehicle. There was a delay because the factory part did not fit his vehicle. He was not satisfied with the communication for the reasons mentioned. There was a part of the vehicle that was caused by the accident. The person who did the estimate did not mark it on his first walkthrough of the vehicle. He said he felt the staff was trying to tell him what he wanted to hear and not the actual problem. He will not recommend the business because of this issue.
09/16/2014 Category: Collision
Spoke with Stacy. She said the experience started off a little rocky but everything eventually turned out okay. The business did not inform her that one of the parts ordered was wrong and had to be sent back. The issue delayed the repairs for three weeks but she received no updates from the business.
07/15/2014 Category: Collision
Spoke with Elaine. She said this business did not replace a tire that was included in the estimate, which resulted in her returning to this business. Also, the vehicle was two weeks later than promised because of a delay in parts and the tire situation. She mentioned that this business did not contact her. She had to initiate all contact to find out the status of her vehicle. For these reasons she would not recommend this business.
05/15/2014 Category: Collision
Allison said this business fixed the part that she brought it in for. In the process they broke another piece and they did not fix it. She would not recommend this business for the reasons already mentioned.
01/09/2013 Category: Collision
Bradley said the repairs to his vehicle took a lot longer than he thought they were going to take. He was not satisfied with the quality of the work performed because since he has gotten his vehicle back, the transmission is shifting really hard so he thinks there is something still wrong with it. From the outside, the vehicle looks fine but he does not know if there was damage to the transmission that was not noticed. The first estimate for how long his vehicle was going to take was a week but then it took the business about 6 weeks to finish his vehicle. At first the business told him they found additional damage that needed to be fixed and then he was told that the business was waiting for the insurance company to get back to them. To him it seemed like both sides, the insurance company and the business were blaming the other. The estimator seemed to get back to him pretty quickly for his estimate. He was not satisfied with the communication because he wishes someone would have informed him earlier that the vehicle was going to take longer than originally stated. He would not recommend this business to others because of his overall experience.
08/10/2012 Category: Collision
Christina stated she felt like the staff was not easy to work with, and it seemed like they were always too busy to answer questions, and they did not listen to her concerns. Also, there were additional scratches and dings all along the passenger side of their vehicle. It is sporadic all along the side. They had more problems with their vehicle after they got it back. The repair service, and the paint service to the bumper was pretty good. The staff did advise their vehicle may be delayed if there was any paint service. As a result, it was one additional day. Whenever the staff called, the painter was rushed, and he advised the repair service would be delayed. He would not state what they were doing. Christina stated she wished the person who performed the estimate had performed a more thorough job. The staff was pretty courteous. She will not recommend them for the reasons mentioned.
Kenneth H. from Renton Collision Center responded on 10/11/2012
We are always striving to do better in the eyes of our customers. We provide quality collision repair and at the same time negotiate with the insurance company to provide the best possible repair for the customer. This can be a challenge at times and can delay our repair process and communication with the customer. We will try make our customers more aware of the background events that are transpiring with the insurance companies so there is a better understanding of the process. Thank you you for your constructive criticism. We hope with this knowledge that Christina will consider us again in the future
08/10/2011 Category: Collision
Andrea said it took 2 weeks longer than the promise set date but doesn't know why it was delayed. She was not satisfied with the communication because they did not contact her at all. She had to call the business herself to know what was going on with her vehicle. That is also the reason why she would not recommend this business to others.
Kenneth H. from Renton Collision Center responded on 08/24/2011
We are always striving to do better in the eyes of our customers. We provide quality collision repair and at the same time negotiate with the insurance company to provide the best possible repair for the customer. This can be a challenge at times and can delay our repair process and communication with the customer. We will make our customers more aware of the background events that are transpiring with the insurance companies. Thanks you for your constructive criticism. We hope with this knowledge that Andrea will consider us again in the future.
04/18/2011 Category: Collision
Romeo said he rated 2 overall because when he scheduled his appointment they told him the insurance company would pay for the insurance on the rental vehicle, but when he got there, he had to pay the rental insurance fees out of his pocket. It was ready on the promised day, but about 4 hours later, and they didn't give a reason for the delay. There was too much gas or paint smell when he got inside the vehicle.
This review was collected via phone interview by Customer Research Inc.
Kenneth H. from Renton Collision Center responded on 04/26/2011
This was apparently a miscommunication. The insurance company will only pay for the rental of the car and will never pay for the insurance of the rental car. It is the law to have insurance on your car in Washington State and in most cases it tranfers to the rental car. After we have refinished a vehicle there sometimes can be a paint smell for a short period of time when the paint is curing fully. Unfortunatley we can not minimize this effect and some people are sensitive to it.
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