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January 2025 by Dyekia Harris
I got some good service up there by Ms. Tracey and was able to get my dads car out within a few days so you have no complaints from us
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November 2024 by Joe Hart
Summary: quality work, but you will pay out of pocket beyond your insurance deductible, predatory practices (threatened with bogus fees), forgot to do some of the work I asked for. They're an okay option if money is no object for you.
I'll never go back here. They don't accept the rates for major car insurance companies - if you have GEICO, Allstate, etc, you WILL have to pay extra. They gave me an estimate I would pay ~$60 extra, but after the supplemental I was now paying ~$400 extra. When I tried to go elsewhere, they threatened me with a bogus $1200 storage fee, admin fee and $600 admin fee (the storage fee was posted, the admin and teardown fees were not), in addition to the parts and a bunch of other things. I caved and agreed to pay the extra $$. When I came to pick up the car, I learned they hadn't had the car inspected like they promised. I asked someone to explain what work was done on the car - they handed me off to an experienced-looking technician(?) who didn't explain anything, and instead looked at the car with me and said "the paint looks good" but would not go through the list of expenses with me even when I asked.
Communication: had decent communication while I was waffling over agreeing to the supplement (always responding the next day via email). Afterwards, no updates until the car was finished (I'm fine with that personally). At the end when it was time to pick up the car, I got no response to my two emails asking for a list of work that was done, and to clarify how to pay.
Timing: they were fast - got me in quickly, started on repairs quickly, very satisfied on this topic.
I used them because they were, at first, the only body shop that would work on my fully electric Kia vehicle. Afterwards, I later found other locations, such as Bruce's Body Shop, that I wish I used instead.
2.5 stars because they appear to have done quality work and looks like they worked on my EV by the book. Being threatened with unexpected, likely unenforceable charges severely soured my experience and sapped all trust I have in them.
If you use them, make it very clear what charges you do and don't agree to, and make them promise to not charge a storage fee or admin fee, even if you don't authorize all their repairs - if you don't do this, you have negative leverage to negotiate whatever extra repairs they tack on. (No guarantee they will agree to this, but I would not do business with them without such an agreement.)
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June 2024 by Ray Collins
My Honda Odyssey was there for repairs to the door but Insurance Co. totaled the van and the collision center would not fix the door. Left car there, my mistake, until I could find another repair shop. My storage bill was $1600.00 including $600 + for administration fees. Poor communication of what was to Happen and charges.
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May 2024 by Yaa A.
I dropped my vehicle off the morning of January 15. I was not able to pick up my vehicle until April 15, exactly 3 months later. The damage to my vehicle was minimal and isolated to the left quarter panel at the rear of the vehicle. Throughout the entire time my vehicle was at West Broad Collision, the customer service I received was extremely poor. Despite dropping my vehicle off, it took over 2 weeks for the official estimate to be completed. All communication regarding any updates on my vehicle were initiated by me after multiple emails, many of which were initially ignored. On one occasion, I went to the shop to talk to the service advisor but was told by one receptionist that he wasn’t available while the other receptionship told me that the advisor was on the other end of the lobby. I spoke with him and he provided excuse after excuse about the delays and attributed it to the insurance company. I provided emails refuting his responses and he denied receiving any of the emails.
I emailed the manager of the shop and the response I received was rude, condescending, and lacked accountability. Instead of taking any accountability for the delays, he shifted all responsibility to the insurance company despite West Broad Collision significant response delays. I resorted to emailing the service advisor and manager weekly to get an update, but many of those emails were not responded to. When I finally received notification to pick up my vehicle, the service advisor asked if I wanted them to wash it?!?! They were fully aware that I was coming, but did not have the car ready for pick up. In addition to it not being cleaned, the service advisor did not perform a thorough walk-through which I attributed to him being ready to leave for the day. With that said, I have yet to determine if the repairs were completed accurately and if the paint job has been done accurately. The car was not clean, so it was difficult to determine. After the length of time my vehicle was at West Broad, I would have expected a more thorough pick up process.
I encourage you to read the Google reviews and choose another shop because your experience won’t be different. There will be extended delays, with no communication and poor customer service. Choose another shop. I wish I had done my research before.
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March 2024 by Phung Nguyen
My car got totaled but the service was good.
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February 2024 by Todd Heath
Manager didn't want to repair a broken mirror! Gave me an estimate & I called back to get it ordered. They said they didn't want the business. " I could get it done cheaper elsewhere ". Wow... Page Auto Group is run by inexperienced managers!
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January 2024 by Ray F.
West Broad Collision is a shame. I was referred to them by the dealership where I purchased my car that is owned by the Page Auto group. Turns out they are owned by the same company. They told me to bring my car in for repair on certain date when they had all the parts. I did as instructed. They promised my car back in two weeks. My insurance covered a rental for 20 days so I thought I was okay. It took 47 days to do a two week repair. My insurance paid for manufacture parts they used after market parts. I had to rent car for 27 days to get to work due to their incompetence and in the end they held my car hostage saying I had to pay them 908.31 that the insurance wouldn't pay or they wouldn't give me my car back but they never asked me about this supposedly extra work. DO NOT USE THEM
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December 2023 by jim faris
Great job. Stayed in contact with me during the whole repair, reporting every phase.
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September 2023 by Michael Phelan
Let me preface this with West Broad Volkswagen is great and their sales reps are the best in the business. This review is strictly for the collision center.1. It took a few weeks to get an appointment as they ordered the initial parts (nbd)2. My car went in on May 23rd, I was told on June 6th there was a fog light on backorder until the end of the year so I instructed them to fix the car without the fog light as I needed my car with no other form of transportation.3. June 12th we are still waiting on additional parts, I go on vacation and ask the car to be ready by the 20th when I get back. I follow up on 6/21 to find out they are still waiting on the fog light. Remember when I told them to fix the car without it and I will deal with it when it comes in? Exactly, they didn't do that. Mind you I only receive any sort of update if I call/email in, sometimes multiple times before I get a response. Another week goes by with no updates, called and emailed 6/29 with no response.4. 6/30 - it turns out the fog lamp was damaged when they removed it, and the clip that was broken wasn't even needed for installation. So we wasted 4 weeks on an issue that wasn't actually an issue. Now it's time to get my car back.5. SIKE - I am informed my car is getting put back together and will hopefully be ready by the end of the day. At 3:00 I get an email stating they ordered the wrong headlight. The headlight arrived weeks ago and no one thought to check that it was the correct headlight (which is honestly insane because I have a GTI with a very specific light and its very easy to tell if it was right or not.) I go up there to talk to management, there is no manager to speak with. They take no responsibility and he blames the issue on everything else. He tells me he is not allowed to check the parts when they come in.6. 7/14 I finally get my car, the headlight fills with moisture before I even leave the lot. It's defective. They asked me to give it a couple of weeks to see if it resolves so I agree. 8/5 I inform them it's gotten worse. It is 9/6 and guess what, I still don't have this issue resolved. They are saying my insurance won't cover the labor and neither will Volkswagen, even said VW Customer Care may want to hear from me. This is in no way shape or form my issue to resolve. I honestly can't believe this is still ongoing. I bet after this review it takes even longer. I will report back on the outcome.This has been the worst experience in my life. I rarely write reviews but I have to warn people to stay so far away from West Broad Collision Center. They never give you updates, nothing gets done if you aren't constantly asking what's going on. They take no responsibility for their mistakes, place blame on everyone but themselves. The only positive is the work was decent (although the headlight wasn't mounted properly so it was uneven). I asked for a simple Oil Change to make up for the slew of mistakes and lack of communication, they wouldn't even do that. Do not take your car here. There are folks in that building who told me they would never take their car here due to how customers are treated and issues are resolved. Every other Page Store in the area is great with friendly people. Don't go here.
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August 2023 by Reb C.
I took my wrecked car to West Broad Collision Center (WBCC) on the recommendation of my local Honda dealer. My insurance carrier recommended another vehicle repair shop but after a frustrating two weeks of dealing with that company that did no work and kept increasing the repair costs due to finding additional damage, I said no way. I was able to expeditiously arrange an appointment with WBCC to assess the damage to my car (2019 Honda). Eddie did a thorough evaluation of my car and explained the repairs that would be done to my car. Their estimate was $500 more than the other repair shop but my contacts gave WBCC an excellent review. I continued to drive my car while the parts were being ordered (no sense letting my car sit on WBCC lot for no reason). As soon as WBCC had all the parts, a repair appointment was scheduled. I dropped off my car on 8-1 and was advised that repairs would take 17-18 days. On 8-18. WBCC called to say my car was ready for pick up. MY CAR LOOKS GREAT! It looks like new. You cannot tell that the entire driver's side of my car had been smashed. The paint job was perfect. All parts were properly installed and everything is aligned as it should be. And I left $20 plus a handful of change in my console and the money was till there when I picked up my car. Honest employees. I was quite pleased with the quality of work by WBCC and the manner in which they scheduled the work. I took take another wrecked care to WBCC.
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May 2023 by Dani Brown
Second experience with West Broad Collision and it’s been just as disappointing as the first.The first time, I filed an insurance claim to have minimal work done to fix some scrapes on the bumper after my vehicle was stolen. Insurance company suggested West Broad Collision. Everything started off smoothly, appointment was set, paperwork was signed, and the car was dropped off at the shop. After having the car for a few days, I was informed that they refuse to work on the vehicle since it was damage that occurred while it had been stolen from me and therefore my vehicle had to be towed to another shop.This time, my other vehicle was involved in a hit and run incident. I had my damage estimate done at a different shop, but they had no openings for repairs until the end of the summer. I was again referred to West Broad Collision, as it is nearby my home. I thought, “My vehicle was not stolen this time; there should be no issues with them doing the repairs.” I spoke with the shop, my insurance company spoke with the shop. Everything seemed to be fine. I was emailed authorization paperwork to sign, and they said all they needed was the check from insurance and then they’d be able to set a date and time for me to drop off my car. Yet, AGAIN, after a month of waiting to see when they’d have room in their schedule to repair my vehicle, I get a phone call from my insurance company saying that West Broad Collision sent them a message saying that they refuse to work on my vehicle. This shop seems impossible. They make promises they cannot keep, and ultimately apparently refuse to actually repair cars.
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May 2023 by S R.
I ve bad experience. i was told that my car is ready but they are holding, as they are waiting on the insurance supplement. i checked with my insurance and they said they handed the check over. Everytime i call they kept saying that they havent received check and after that they stopped answering calls. when i went back they said the same thing and directed me to another person, who doesnt want to talk to me either. They made me wait and finally said they got the check. if i hadnt gone personally it would ve taken some more time. Front office folks are also not pleasant to speak with. i will never set foot in this place again
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March 2023 by Felicia Wyatt
The worst service with timing and making a customer the priority. I sat and waited on my car for a whole 8 hours. The actual work seems fine but no regard to a customer's time and trying to get the job done on a timly matter to get them in and out. NEVER AGAIN!!!Services: Body & Trim
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February 2023 by Sharon Watson
Every one. Is always so pleasant. The customer service is TOP NOTCH. This is why I don't mind bringing my car here. I'm very funny about my car. Ask west Broad Honda. Service Center. Customer service goes a long way. Everyone at the Collinson Center is like Family!
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January 2023 by Brian Smithson
The entire staff here are very nice and professional.
