business image

Wallace Collision Center

Average Score
Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5
4.0
(41 Reviews)
22
Write a Review

Score Details

Last 30 Day Trend

Active Business

ReScore Reviews

ReScore
Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5
Original Review
Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5Overall Rating 0.0/5
0
Total ReScores
-
ReScore Average
22
Net Promoter Score ®

Business Details

Categories
Contact
(423) 764-1145
No Business Hours Provided

Business Hours

* Eastern Time (Us & Canada)
1625 Bluff City Hwy Bristol, TN 37620-6055

Affiliations

Subaru Certified Collision Network
Wallace Collision Center's Reviews
Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5
4.0
(41 Reviews)

RP
gravatar
Randy P.
Mountain City, TN
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
06/26/2025
0
Does not complete repairs and takes your money
Wallace Collision Center has not upheld our legal contract to completely repair, replace and or install the front bumper of our vehicle. My 2019 Nissan Rogue has been at their facility twice and sad to say that they have treated us badly and have not completed installing the front bumper completely. They have made false additional damage claims and frivolous inspection or diagnostic claims, plus they have definitely overcharged us on parts. They have refused to complete the proper installment of our front bumper and will not communicate with us, unless we pay them additional money for false damage claims, that they say is needed in order to complete the repairs. The truth of the matter and resolutions is that they fix my bumper so that it sets and holds properly into the side bracket, which would cause the bumper to set flush with the fenders. I also, took pictures to show how the bumper looks without it being secured into the side brackets and how the vehicle would look flawless, if the side brackets held the bumper in place. Since, Wallace Collision Center has failed to order these two inexpensive parts, I have gone ahead and ordered these OEM parts. Left Side Bracket-Nissan 62223-4BA1A and the right-Side Bracket 62222-4BA1A for a total of $18.82 for both OEM Nissan Parts. I will not and should not have to pay any more money for Wallace to install these parts. It's extremely sad that Wallace Collision Center, Bristol TN, would put any customer through this type of trauma and experience. I have had many sleepless nights and stressful days, baffled of this company's behavior and lack of ability to complete the simple contracted repairs in which they were paid a lot of money in full by me. The owner has not contacted me as requested to and promised by his staff in attempt to resolve these issues. See attachments Disabled elderly, plus veteran treated poorly by Wallace Collision Center, Bristol TN This is only the basics, I have detailed information that would make you cringe. I am limited on the characters with all the review platforms.
John Russell B. from Wallace Collision Center responded on 06/27/2025 06:10 AM

Your review is false and a complete misrepresentation of the work we performed on your vehicle. We have been transparent with you in our communication and have consistently communicated with you regarding the issue of your bumper not fitting 100% correctly.

Upon disassembling your vehicle, we found that the accident had also bent your fenders, directly influencing how the bumper fastens to the front of your vehicle. We reached out to you regarding the alignment issue when we test-fit the new bumper to your vehicle and you came to the collision center to inspect the fitment of the new bumper. You chose not to have the fenders repaired or replaced, resulting in the misalignment of the bumper.

The parts you mentioned in your review are bumper retainers that attach to the fender. The original bumper retainers on your vehicle were not damaged. Due to the bent fenders on your vehicle, the bumper retainers and front bumper do not align 100% correctly.


RB
gravatar
Rand B.
Mountain City, TN
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
06/26/2025
0
Does not complete repairs and takes your money
Wallace Collision Center has not upheld our legal contract to completely repair, replace and or install the front bumper of our vehicle. My 2019 Nissan Rogue has been at their facility twice and sad to say that they have treated us badly and have not completed installing the front bumper completely. They have made false additional damage claims and frivolous inspection or diagnostic claims, plus they have definitely overcharged us on parts. They have refused to complete the proper installment of our front bumper and will not communicate with us, unless we pay them additional money for false damage claims, that they say is needed in order to complete the repairs. The truth of the matter and resolutions is that they fix my bumper so that it sets and holds properly into the side bracket, which would cause the bumper to set flush with the fenders. I also, took pictures to show how the bumper looks without it being secured into the side brackets and how the vehicle would look flawless, if the side brackets held the bumper in place. Since, Wallace Collision Center has failed to order these two inexpensive parts, I have gone ahead and ordered these OEM parts. Left Side Bracket-Nissan 62223-4BA1A and the right-Side Bracket 62222-4BA1A for a total of $18.82 for both OEM Nissan Parts. I will not and should not have to pay any more money for Wallace to install these parts. It's extremely sad that Wallace Collision Center, Bristol TN, would put any customer through this type of trauma and experience. I have had many sleepless nights and stressful days, baffled of this company's behavior and lack of ability to complete the simple contracted repairs in which they were paid a lot of money in full by me. The owner has not contacted me as requested to and promised by his staff in attempt to resolve these issues. See attachments Disabled elderly, plus veteran treated poorly by Wallace Collision Center, Bristol TN This is only the basics, I have detailed information that would make you cringe. I am limited on the characters with all the review platforms.
John Russell B. from Wallace Collision Center responded on 06/27/2025 06:10 AM

Your review is false and a complete misrepresentation of the work we performed on your vehicle. We have been transparent with you in our communication and have consistently communicated with you regarding the issue of your bumper not fitting 100% correctly.

Upon disassembling your vehicle, we found that the accident had also bent your fenders, directly influencing how the bumper fastens to the front of your vehicle. We reached out to you regarding the alignment issue when we test-fit the new bumper to your vehicle and you came to the collision center to inspect the fitment of the new bumper. You chose not to have the fenders repaired or replaced, resulting in the misalignment of the bumper.

The parts you mentioned in your review are bumper retainers that attach to the fender. The original bumper retainers on your vehicle were not damaged. Due to the bent fenders on your vehicle, the bumper retainers and front bumper do not align 100% correctly.


RB
gravatar
Rand B.
Mountain City, TN
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
06/26/2025
0
Does not complete repairs and takes your money
Wallace Collision Center has not upheld our legal contract to completely repair, replace and or install the front bumper of our vehicle. My 2019 Nissan Rogue has been at their facility twice and sad to say that they have treated us badly and have not completed installing the front bumper completely. They have made false additional damage claims and frivolous inspection or diagnostic claims, plus they have definitely overcharged us on parts. They have refused to complete the proper installment of our front bumper and will not communicate with us, unless we pay them additional money for false damage claims, that they say is needed in order to complete the repairs. The truth of the matter and resolutions is that they fix my bumper so that it sets and holds properly into the side bracket, which would cause the bumper to set flush with the fenders. I also, took pictures to show how the bumper looks without it being secured into the side brackets and how the vehicle would look flawless, if the side brackets held the bumper in place. Since, Wallace Collision Center has failed to order these two inexpensive parts, I have gone ahead and ordered these OEM parts. Left Side Bracket-Nissan 62223-4BA1A and the right-Side Bracket 62222-4BA1A for a total of $18.82 for both OEM Nissan Parts. I will not and should not have to pay any more money for Wallace to install these parts. It's extremely sad that Wallace Collision Center, Bristol TN, would put any customer through this type of trauma and experience. I have had many sleepless nights and stressful days, baffled of this company's behavior and lack of ability to complete the simple contracted repairs in which they were paid a lot of money in full by me. The owner has not contacted me as requested to and promised by his staff in attempt to resolve these issues. See attachments Disabled elderly, plus veteran treated poorly by Wallace Collision Center, Bristol TN This is only the basics, I have detailed information that would make you cringe. I am limited on the characters with all the review platforms.
John Russell B. from Wallace Collision Center responded on 06/27/2025 06:11 AM

Your review is false and a complete misrepresentation of the work we performed on your vehicle. We have been transparent with you in our communication and have consistently communicated with you regarding the issue of your bumper not fitting 100% correctly.

Upon disassembling your vehicle, we found that the accident had also bent your fenders, directly influencing how the bumper fastens to the front of your vehicle. We reached out to you regarding the alignment issue when we test-fit the new bumper to your vehicle and you came to the collision center to inspect the fitment of the new bumper. You chose not to have the fenders repaired or replaced, resulting in the misalignment of the bumper.

The parts you mentioned in your review are bumper retainers that attach to the fender. The original bumper retainers on your vehicle were not damaged. Due to the bent fenders on your vehicle, the bumper retainers and front bumper do not align 100% correctly.


RP
gravatar
Randy P.
Mountain City, TN
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
06/26/2025
0
Disabled elderly, plus veteran treated poorly by Wallace Collision Center, Bristol TN
Wallace Collision Center has not upheld our legal contract to completely repair, replace and or install the front bumper of our vehicle. My 2019 Nissan Rogue has been at their facility twice and sad to say that they have treated us badly and have not completed installing the front bumper completely. They have made false additional damage claims and frivolous inspection or diagnostic claims, plus they have definitely overcharged us on parts. They have refused to complete the proper installment of our front bumper and will not communicate with us, unless we pay them additional money for false damage claims, that they say is needed in order to complete the repairs. The truth of the matter and resolutions is that they fix my bumper so that it sets and holds properly into the side bracket, which would cause the bumper to set flush with the fenders. I also, took pictures to show how the bumper looks without it being secured into the side brackets and how the vehicle would look flawless, if the side brackets held the bumper in place. Since, Wallace Collision Center has failed to order these two inexpensive parts, I have gone ahead and ordered these OEM parts. Left Side Bracket-Nissan 62223-4BA1A and the right-Side Bracket 62222-4BA1A for a total of $18.82 for both OEM Nissan Parts. I will not and should not have to pay any more money for Wallace to install these parts. It’s extremely sad that Wallace Collision Center, Bristol TN, would put any customer through this type of trauma and experience. I have had many sleepless nights and stressful days, baffled of this company’s behavior and lack of ability to complete the simple contracted repairs in which they were paid a lot of money in full by me. The owner has not contacted me as requested to and promised by his staff in attempt to resolve these issues. This is only the basics, I have detailed information that would make you cringe. I am limited on the characters with all the review platforms.
John Russell B. from Wallace Collision Center responded on 06/27/2025 06:09 AM

Your review is false and a complete misrepresentation of the work we performed on your vehicle. We have been transparent with you in our communication and have consistently communicated with you regarding the issue of your bumper not fitting 100% correctly.

Upon disassembling your vehicle, we found that the accident had also bent your fenders, directly influencing how the bumper fastens to the front of your vehicle. We reached out to you regarding the alignment issue when we test-fit the new bumper to your vehicle and you came to the collision center to inspect the fitment of the new bumper. You chose not to have the fenders repaired or replaced, resulting in the misalignment of the bumper.

The parts you mentioned in your review are bumper retainers that attach to the fender. The original bumper retainers on your vehicle were not damaged. Due to the bent fenders on your vehicle, the bumper retainers and front bumper do not align 100% correctly.


TD
gravatar
Thomas D.
Bristol, TN
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
06/20/2025
0
Do not recommend
These people lie and try to charge as much as they can to the insurance company with no regard as to how much it may cost the customer out of pocket. Not to mention their work is subpar.
John Russell B. from Wallace Collision Center responded on 06/21/2025 05:10 AM

We regret to hear about your experience and take concerns regarding our service quality seriously. Your feedback is important to us, and we will investigate this matter further.

It is unfortunate that not all insurance carriers are created equally. We do our best to work with our customer's insurance carrier handling the claim, whether the customer is an insured or claimant. We certainly do not lie to our customers and do try to be as transparent as possible when it comes to charges that a carrier may not cover as part of the vehicle's repair. 

Again, we will investigate your concerns internally as we continue to strive to create the best customer experience possible.


CM
gravatar
Chelsea M.
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
05/24/2025
verified customerVerified Customer
8
Great people
The people are professional and friendly.

RM
gravatar
Roxanne M.
Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5Overall Rating 4.0/5
05/19/2025
verified customerVerified Customer
7
Subaru
Your front line staff is great. I still need to figure out what a new noise in my car is.

SP
gravatar
Stephen P.
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
05/01/2025
verified customerVerified Customer
10
Windshield 0, Turkey 1
From the time I walked through the door until I hand my car back I was treated very well from office staff and service technicians. They were professional, friendly, and knowledgeable. The communication was prompt and updated until my car returned to me. My car looks better than new. It was a seamless process and I drive the rental there and Enterprise picked it up. I am very satisfied with the service and care and hopefully don’t need them again but if I do I would definitely come back. Thank you Kyler and everyone at Wallace collision! Well done!

RA
gravatar
Rickey A.
Overall Rating 3.0/5Overall Rating 3.0/5Overall Rating 3.0/5Overall Rating 3.0/5Overall Rating 3.0/5
03/25/2025
verified customerVerified Customer
6
Car came back dirty with glue on windshield.
Car came back dirty with glue on the windshield and dirt on the dash dirt on the Rearview, mirror and dirt on the door panels and they were scuffed. Did not tell me anything about that. Had no choice but to take it there because of insurance company.
John Russell B. from Wallace Collision Center responded on 03/26/2025 08:10 AM

We appreciate your feedback and are concerned about your experience with the cleanliness and condition of your vehicle. Your concerns will be addressed with our team to improve our services.

We are more than happy to offer cleaning your vehicle for you. If you would like to schedule a time for us to wash the outside/inside, please reach out to Sarah James at the collision center. Again, we apologize for the inconvenience.


HC
gravatar
Harold C.
Bristol, TN
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
01/03/2025
0
Terrible service
Terrible, slow service
John Russell B. from Wallace Collision Center responded on 01/07/2025 05:38 AM

We regret to hear about your experience with our service. Your feedback is important, and we will address this issue with our team promptly.


EF
gravatar
Elizabeth F.
Kingsport, TN
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
09/10/2024
0
I would like to give a zero
10 weeks after I have taken my car in to fix a minor dent in the door, I still don't have my car. I have been told numerous lies by the associate estimator. No one returns my calls. I am out $300 for a loaner car because it has taken them so long. May just be the worst service experience I have ever had.

JM
gravatar
Jacqueline M.
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
08/27/2024
verified customerVerified Customer
10
10 out of 10
The first time Wallace Subaru Collision Center worked on my car was a few years ago when someone rear ended me at a red light , they work was amazing and they got my car back to me fast so of course when someone broke my sunroof they were my first call. Again the service and work was phenomenal! They will always be my first call when something is wrong with my car.
John Russell B. from Wallace Collision Center responded on 08/30/2024 10:16 AM

Hey Jacqueline! Thanks for being a loyal customer and for trusting us with your car not once, but twice! We're so glad we could get you back on the road quickly and with a sunroof that's as good as new. ?? We're here to help anytime, so don't hesitate to give us a shout if you need us again. Take care and happy driving!


TW
gravatar
Teresa W.
Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5Overall Rating 1.0/5
07/19/2024
verified customerVerified Customer
0
Windshield Replacement
I used because Crosstrek was new and under warranty. Subaru North America told me if I used other windshield replacement companies and there was an issue the the warranty would not be honored. I drove 80+ miles without being told that the job would take 4 days. I would have taken a chance and had it replaced in my driveway.
John Russell B. from Wallace Collision Center responded on 07/22/2024 05:48 AM

We're sorry to hear about your experience, and we understand your frustration. We aim to provide efficient service and clear communication at all times, and it's disappointing to hear that we fell short of that with the timing of your windshield replacement. Your feedback is valuable to us, and we'll use it to improve our processes.

Our collision center was under the impression that you wanted to pick up the vehicle on Thursday due to you having transportation on Thursday to come and pick up your vehicle. We apologize for the miscommunication.

These surveys are important to our business and we did not anticipate this type of feedback given our communication with you before and during the repair of your vehicle.

If you have any further concerns, please don't hesitate to reach out to us.


DM
gravatar
Denver M.
Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5Overall Rating 5.0/5
06/06/2024
verified customerVerified Customer
9
Information
They kept me informed throughout the repair.

KB
gravatar
Keera B.
SUBA CROSSTREK
Overall Rating 2.0/5Overall Rating 2.0/5Overall Rating 2.0/5Overall Rating 2.0/5Overall Rating 2.0/5
02/15/2024
verified customerVerified Customer
2
Have them order parts before dropping off car
It took 2 month for completion. I wish they would have ordered parts while I wait a previous 2 month to drop of car.
John Russell B. from Wallace Collision Center responded on 02/16/2024 01:50 PM

Thank you for sharing your feedback. We apologize for the delay in completing your vehicle repair. We understand your frustration regarding the parts for your vehicle's repair. We do try to order as many of the parts that we know need to be replaced on the front end of the repair, yet in most cases we find additional parts that need to be replaced once the vehicle has been completely disassembled as there are often additional damaged parts that we are unable to identify until all of the damaged areas are disassembled and evaluated. In your vehicle's repair there were a few backordered parts and we did our best to locate them at other dealers, but were unable to do so.

We value your feedback and will work towards improving our processes to ensure a smoother experience in the future. If there's anything more we can do for you, please don't hesitate to reach out.


Displaying Review 1 - 15 of 41 in total
Offers and Posts
Subaru Collision Center repairs help to protect your existing warranty, giving you peace of mind, and preserving the long-term value of your vehicle.

Subaru Collision Center repairs help to protect your existing warranty, giving you peace of mind, and preserving the long-term value of your vehicle.

Don't let dings and scratches ruin your road trip memories. Our Subaru Certified Collision Center is here to help. Schedule a complimentary evaluation today and say goodbye to unwanted souvenirs.


Your Subaru was designed to safeguard you in the unlikely event of an accident. The skilled professionals at our Subaru Certified Collision Centers can restore your vehicle to its original state, ensuring you are safe and prepared for your next adventure.

Trust Subaru Certified Collision Centers for expert collision repairs. With skilled technicians and genuine parts, we ensure safety and quality for your Subaru.

Prevent dings and scratches from tainting your road trip memories. Rely on our Subaru Certified Collision Center for assistance. Arrange a complimentary evaluation today and bid farewell to unwelcome souvenirs.

Thank you for your excellent review! We're thrilled to hear that our team provided you with exceptional service throughout the process. We appreciate your support!
Learn More

Your Subaru was designed to safeguard you in the unlikely event of an accident. The skilled professionals at our Subaru Certified Collision Centers can restore your vehicle to its original state, ensuring you are safe and prepared for your next adventure.

Subaru Collision Center repairs help to protect your existing warranty, giving you peace of mind, and preserving the long-term value of your vehicle.

Thanks for the great review, Wallace! We're glad you felt safe and taken care of at Wallace Collision Center!
Learn More

Thanks for the great review, Howard! We're glad you're happy with the repair and that we delivered on time.
Learn More

Thanks for the great review, Alan! We're glad we could help you with the extra damage and make sure everything was taken care of.
Learn More

Don't let dings and scratches ruin your road trip memories. Our Subaru Certified Collision Center is here to help. Schedule a complimentary evaluation today and say goodbye to unwanted souvenirs.

Thanks for the great review, J.C.! We're so glad your vehicle looked beautiful when it was returned.
Learn More

Subaru Collision Center repairs help to protect your existing warranty, giving you peace of mind, and preserving the long-term value of your vehicle.

Thanks for the great review, Debbie! We're glad you've been pleased with our work and customer service.
Learn More

Don't let dings and scratches ruin your road trip memories. Our Subaru Certified Collision Center is here to help. Schedule a complimentary evaluation today and say goodbye to unwanted souvenirs.

Thanks for the great review, Calvin! We're so glad you had a great experience with us. We take pride in providing quality service and genuine Subaru parts.
Learn More

Your Subaru was designed to safeguard you in the unlikely event of an accident. The skilled professionals at our Subaru Certified Collision Centers can restore your vehicle to its original state, ensuring you are safe and prepared for your next adventure.

Thanks for the kind words, Shelly! We're so glad you had a great experience with Amber, Braden, and the rest of our staff. We always strive to put our clients first and make sure their vehicles are taken care of.
Learn More

Thanks for the great review, Connie! We're so glad to hear that your car was taken care of quickly and that our staff provided excellent communication.
Learn More

Thanks for the great review, Debbie! ? We're glad you've been pleased with our work and customer service. #WallaceCollisionCenter #Bristol
Learn More
Net Promoter® NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score™ and Net Promoter System™ are service marks of Bain & Company, Inc., and Fred Reichheld.