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December 2023 by Margaret H.
This was an atrocious experience and I hope this review provides some sort of transparency for those looking for a repair center, since the business did not provide any transparency whatsoever. We had a backing accident earlier this year. It was a preventable incident, but it happened and created a dent that we needed fixed. We backed our work truck into our personal truck in the farm drive. The speed was less than 5 mph. This created a large dent in the rear driver side quarter panel. Our insurance said we needed to take the truck to a "Ford certified" repair center because of aluminum. We were given choices and chose Tom Wood Collision Center because of the Tom Wood name. We reached out, they provided an estimate to insurance for the cost (understanding that there may be additional costs) of a little over $3,000. Insurance approved it. We set an appointment to drop it off and go over the process (which got moved to later but that is not the issue). In September, we drove the truck down and dropped it off and met with an "estimator." They stated they would text every T/Th with updates on the repair status. That lasted for two weeks. We reached out and kept getting replies such as: "Coop's hours were changed and he is off today but we will have him get back to you." Or, "Sorry about the delay. We are changing your text days to M/W." Eventually, over two weeks after they took possession of the truck, we were notified they were actually disassembling it to "look for hidden damage." (read: charge more money.) We were actually notified by the insurance company of the completion of this step because they sent a notice that they had only approved a portion of the additional $6,000 in "hidden" damages. After nearly 9 weeks of having the truck, we finally set our own date to retrieve it and received a message that it was going for spray lining. We asked for them to hold off on that and just give us the truck. They did not. They knew we were arriving yet the truck was not available. Once they retrieved the truck from spray lining, they stated it needed washed. TWO hours later, when it felt that they were intentionally dragging their feet to prove some point, we recruited a manager. We finally left the premises with the truck at 1:15pm (nearly 5 hours after we arrived to pick it up) after being required to pay nearly $3,000 out of pocket to cover even more charges that they found and would send to insurance. We ultimately ended up nearly $2,000 out of pocket for expenses such as a 2.5 hour "airbag" inspection due to a "collision" and a "seatbelt" inspection. I understand charges that are in addition to or over and above what insurance will cover but to have the final invoice inflated by over two times the original estimate was completely unreasonable. Do your due diligence. This company is completely non-transparent. They lack in adequate communication and overcharge. Buyer beware.
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September 2023 by Travis K.
On 22JUN2023 I left my 2014 Audi Q7 with Tom Wood Collision (TWC) so they may repair the vehicle from being hit by someone earlier in the year. At the time I dropped off the vehicle, the employee (Coop) instructed me that they would need to disassemble the vehicle in the area where the vehicle was struck, in order to generate a quote. He stated he would submit the quote to the insurance company and any additional information they needed. Since I was working with the insurance of the other driver, TWC had to generate a quote to submit to the insurance company. I was initially informed by the insurance company that they would cover the cost of the repair since I had already taken the vehicle to another body shop who generated a quote per the insurance company's request. 29JUN2023 TWC submitted the quote to the insurance company. 11JUL2023 the insurance company initially stated that based on the quote from TWC they would total the vehicle and they would take ownership. I requested that they reevaluate my case since I was informed that the vehicle would be repaired, and my family preferred the vehicle to be repaired. They agreed to reevaluate. On 28JUL2023 I was informed that they still determined that the vehicle would be total loss, but I could keep ownership of the vehicle. On 28JUL2023 I informed Coop at TWC of the insurance company's decision. He informed me that they cannot repair a total loss vehicle. As a result, I informed him that I would have the vehicle towed to a different collision center for the repair. He informed me that in order for the vehicle to be released to a towing company the balance of the bill would need to be paid. I was aware of any bill since they failed to inform of such. I asked what the bill amount was. He stated he would need to make that determination and call me back, which he never did. I called Coop on 31JUL2023. He informed me that the invoice was for $7489.42. I asked what the invoice consisted of. He stated it consisted of labor to disassemble the vehicle, an alignment, administrative fees, and a storage fee. I requested that he email me the invoice which he never did. On 31JUL2023 I called TWC and asked for a manager, and they transferred me to Josh P. at which time I left a message. The manager called me back on 03AUG2023. He stated that he reviewed the invoice, and I was given the incorrect balance. He stated the invoice was $2269.96. I informed him I would need to discuss with my family what we wanted to do. I called Josh on 04AUG2023 and left a message. I called Josh on 07AUG2023 and left a message. I called Josh on 08AUG2023 and left a message. I called Josh on 09AUG2023 and left a message. I called the general office number on 09AUG2023 and spoke to Rhonda (Customer Service) who was not able to help me but did inform me that Josh was out and would not return until 14AUG2023 and I would hear from him then. I did not hear from Josh on the 14AUG2023. I called Josh on 15AUG2023 and left a message. I called Josh on 17AUG2023 and left a message. I called Josh on 21AUG2023 and left a message. Josh finally called me on 22AUG2023. He stated he would send the invoice to my email, which he did. I reviewed the invoice. I called Josh on 23AUG2023 and left a message. He called me back and I informed him that I would be willing to pay all fees except for the storage fee of $975. This is due to extremely poor service, TWC failing to inform me of any fees and my family being without our family vehicle, while the insurance company and TWC came to a decision. He stated that he would not reduce the invoice balance. Since they had vehicle, I had to pay the invoice so I could get my vehicle to a collision center so it could be repaired. The vehicle was disassembled in several pieces. I had to load all the parts to my truck myself. Not one person helped load any of the parts. Once the vehicle was towed and we started assessing the parts we learned they did not give us the door panels. Therefore, I had to make a second trip from Greenwood to TWC again. Please avoid this place.
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September 2023 by Ashley J.
If I could give ZERO stars I would - husband dropped off car the day after our daughter was born (!!!!!) to get an initial estimate going. Fast forward to 8/10 when he dropped it off for repairs, 8/23 they were just ordering parts. Now 9/12 and they *just* found out a part is back ordered until MID OCTOBER(!!!) and REFUSE to cover a rental car because 'its not their fault its on backorder'. By the way, this was for a cracked bumper - and they just ordered a part for the bumper on Friday, september 8th...as if they didn't know the bumper was the problem TWELVE WEEKS AGO!!
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April 2023 by Molly M.
I had a wonderful experience with the Center -- namely with Louis Turso. I brought my 2019 Beetle in when a factory installed spoiler detached. He assessed and explained my option fromthe simplest to the most complex, and was transparent about what he could and couldn't guarantee, what he might do were he in my position, and what the cost efficiency of each option would be. He was communicative, friendly, and worked very quickly. I used the FastLane service as it wasn't an insurance matter and was even able to get my issue resolved in a single morning.
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April 2023 by Suzanne K.
Our car was rear ended. It didn't look like a lot of damage but after Tom Wood looked at it, there was a lot of underneath damage not easily seen. Although it took about a month to get our car back it was worth it as it looks like new Tom Wood had some miscommunication with Hertz and the insurance company. Seems the insurance company did not like the fact that we needed a rental car for a week while Tom Wood ordered parts The 3 parties, Insurance, Car Rental and Tom Wood would not accept responsibility for the week car rental charge and $200+ defaulted to us. Discouraging but none the less the car was well repaired.
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January 2023 by Karen C.
Great service! Ashley and Kyle were phenomenal! Kyle communicated with me frequently regarding status of my car repairs, parts, order for parts, etc. He thoroughly reviewed the estimates with me, answered any questions or concerns I had regarding ETA and delivery. The work on my car was fantastic! My car looked brand new! Ashley provided outstanding customer service and assistance with my insurance documents and inquiries. The Enterprise rep was absolutely amazing! Service was prompt and very accommodating. It made my car repairs into meeting wonderful people and exceptional service .
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June 2022 by Kevin B.
I took my Jaguar there to have the front fascia repainted after some bumper trauma. They called me the day after I dropped it off to tell me that I needed a few extra parts and that there were no delays on those parts (which seem to be a lot of people's concerns in these reviews). My next call was a week later telling me it was finished and that I could come pick it up. I would have liked a little more communication, but in the end the result was exactly what I wanted. No regurts here.
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March 2022 by J D.
Just walk away. Don even stop in to get an estimate. The receptionist is all attitude from the 1st word out of her mouth. A estimate appt is 6 weeks out an she will lecture you on how things work, sorry sweetheart, it is not how things work. I'm a Tom Wood customer at Lexus an Ford, never have I been talked down to or treated like shit like I was March 14th here.Should have just gone to Penske Collision at the Honda dealership, who has actually fixed multiple issues before, even thought have never bought a car from Penske.Pulled in after leaving Tom Woods disaster. The Penske guy remembered me, had State Farm send claim over, he did his inspection, order all the truck bumper parts, should be in next week, they will pre paint the parts an setup 2 days to do the work, will all be done by end of next week. 4 weeks before TW would even look at it....JUST GO TO PENSKE COLLISION
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January 2022 by Lorraine Eloms
I have been trying to get a hold of the collision center for over a week just to see if they can repair my windshield. It shouldn’t be this difficult to get a call back.
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December 2021 by Lilia I.
The worst experience so far! I dropped off my car almost two weeks ago. I was checking on my VW app and there wasn't anything going on with it. Since I didn't receive any updates from my estimator for 10 days, I decided to give him a call. Unfortunately he never answered his phone. I left him many voice messages and still didn't hear anything from him. I tried to reach out to the manager. Same thing......poor communication and zero respect to the customer. Very disappointing and frustrating!Update....just got a call from my estimator, finally after my fifth voice message. They will need another 6 to 8 weeks for my car to be done!!!! That will leave me without a car for the holidays and for the family trip we have planned! Ridiculous!! Stay away of Tom Wood Collision Center!! That will save you from a lot of troubles!
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August 2021 by Spencer O.
If you are a Tesla owner, I would advise to not take your vehicle here.I just had my car towed from Tom Wood after waiting an entire month of it sitting in their lot for them to tell me I needed to pay to have it towed to Tesla to have key cards figured out (for whatever reason they don't work and I use my phone to drive). I find it unacceptable after this long to find out there is another delay.I had my car repaired last February by this location and after 2-3 months of waiting for repairs I got the car back and had to take it back to this location (3 hour drive) to have my frunk disassembled and reassembled as the alignment was so tight it wouldn't close. This location during the last repair was not great with communication, multiple emails had to be sent to hear back on multiple occasions during this entire stint. After these two experiences I can confidently say there are better options down the street from these folks, Similar repairs in the past took a fraction of the time, and they were better with communication when I had repairs done in 2019. My advice for Tom Wood would be to figure out the communication aspect when dealing with clients. Half of my problems could have been resolved with just hearing back in a timely matter. This isn't a problem with inventory, or having too many cars to send a email in a timely manner, and is extremely disappointing that this was the excuse that was presented to me.
