Loyalty Collision

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Rhoades Rental
2 months ago
The employees at this location are wonderful and very professional. The front desk associate Carla is very pleasant to work with and it is great seeing employees nowadays look enthusiastic about their jobs. Lekeisha helped me with my vehicle and she took her time to answer my million and one questions without any judgement. She was also very pleasant and also enjoyed talking to her. These ladies are priceless in this day and age and Loyalty will definitely be my go to (hopefully later than sooner ).

  Joann Leitch
a month ago
I really did not think I would buy that white 2022 Prius with under 1000 miles on it one week before a knee replacement. I called ahead about that crazy swirly bunch of black stripes on both sides. I went there just to look. And they said the stripes could be removed and buffed out. And that is how I basically got a new car with all the new car warranties from Loyalty. Maybe that strip was to let me know this is your last chance to get a Prius that s not made to look like a sports car and you have to duck to crawl out of it. I gave my other Prius to a family member. Once we have a Prius you keep them in good shape and add to the family.

  Nieves Miles
4 months ago
I will give them 0 stars if I could. Void bringing your vehicle to this place. COMPLETE RIP OFF & SERVICE SUCKS!!! They ruined my wheels and told my insurance company that it is because of wear and tear when my car just left this place. Another time, longer than 30 days of having my car for repairs the paint on my car does not match, screws started falling off my car after I got it back. They only called to tell me it s not ready and they are behind. Take before pictures and after.

  Evelyn Braxton
2 months ago
The service and customer service that I received from Keisha, Hope, and Karla B was excellent. My vehicle was ready earlier than expected. Great job guys!!!!!!

  Pamela Ray
2 months ago
Hope, Karla B, and Keisha were very professional and courteous. My car is clean and smells fresh. Thank you Loyalty for doing such a good job.

  Rachel Braunbeck
3 months ago
Communication was great and so was Karla B and I thank you Hope for pulling my car around and answering my questions. The repair was done in a timely manner. Thank you

  Julie Barone
8 months ago
Horrible experience here. I had my car stolen/damaged in Richmond while visiting from NC. I had the car towed to this body shop and they kept pushing my estimate back. They told me over and over that they d have my estimate to me next week and this lasted over a month. They then started IGNORING my phone calls and when they FINALLY got me an estimate it was over $7,000! I told them from the start, i just want the car to run, I don t care how it looks from the outside. They said that was fine. When they finally gave the estimate they suddenly had a policy where they HAD to fix ALL damages. Do not go here. Awful experience.

  lan luan
2 months ago
I would like to leave 0 star if I could! Zero customer service!!! Trying to go through the Collison center to put on a schedule, they don't even want to pick the phone up! They don't deserve your business, go somewhere else pls.

  Tiffany Tiffany
5 months ago
I ve never had a bad experience with Loyalty. They ve taken care of several of my vehicles (west end and Petersburg location). This is actually my preferred shop.

  Earl Rimel
2 months ago
I walked in and only had to wait like 2 seconds before Karla B greeted me with a smile. Keisha answered all of my questions immediately. Both of them were very professional.

  Nathan Wirth
3 months ago
I would not recommend anybody use them. They don't even do all their own work. They send it out to other shops that can actually do the work. Very disappointed in my experience with them. The manager karla Was not helpful at all if anything made things worse.Again I would not recommend anybody to use this company And if you do, make sure get everything in writing that you tell them and they tell you.

  Breon Davis
3 months ago
I had to get some items out of my car and Karla B helped me. She was very nice and helpful. Hope was great too

  Kristie Love
3 months ago
Speedy service! This was the fastest oil change and service I have ever received from them in years. I will use them again if I am on that end of town.

  Damian LaRue
8 months ago
I purchased a new Toyota Corolla from Loyalty Toyota a year or so back and this center is much closer to my residence. Every time I've brought it for Service and Routine Maintenance they've taken it in at the scheduled time and completed the service within 30 minutes. I can't vouch for the actual collision and repair aspect of this location, but in terms of scheduling maintenance, inspection, preventative routine checks, etc, this location has been excellent.Services: Tires, Oil change

  B S
3 weeks ago
The price of repairs is totally outrageous, why spend half the value of the vehicle when I can buy another. This is why you see so many dented up vehicles on the roads.

  Hafiz Ata Ul Mustafa
9 months ago
I am so disappointed from their service, I have dropped off my vehicle may 23/24 and was told that a rough estimate it would be fixed in 2 weeks it s been 45 days and no update so ever, calling every week and they say that we have ordered parts and stuff like this. It s ridiculous and they do not offer rental and I have been paying out of pocket for rental. Still can not get an estimate about when my vehicle is going to be ready. I just want me vehicle ready and picked up can not pay rental anymore. So frustrated and disappointed

  Mahesh Saravanan
10 months ago
Update 5/17/23:I greatly appreciate Loyalty stepping forward to cover my rental expenses If I could give Loyalty zero stars, I would. I dropped my car off a week ago. They said they would call me with an update. They didn t. I called everyday and each day they said they would call me back and they never did. Finally, I went to Loyalty (after a week) only to find that no work had been done on my car. I ended up cancelling. Unfortunate as I wasted my money renting a car for the week.Before you plan to take your vehicle to this collision center, suggest you read all negative reviews here. You will see a pattern - lack of integrity , deliberately delay the schedule, so can squeeze insurance carrier ..all the cost of customer experience!

  Jennifer Gentry
11 months ago
I used Loyalty West Collision Center 4 years ago for minimal body work. They were phenomenal, but this time, not so much. I initially called the collision department last month (April 2023), but no one ever answered the phone. I then called the administrative department to make an appointment for an estimate and was put on hold, then transferred, then told I should just come by in person. I called the next day hoping someone could help me. I finally spoke to someone in the collision department, and was told to send my insurance estimate to a specific e-mail address there. I did so, but days went by and I heard nothing back. I had to call yet again. I was told the estimate was on Jasmine s desk and she hadn t reviewed it yet. I was told they would contact me that day, and if I hadn t heard anything from them by 3:00, to call back? At that point I decided to call another body shop. I drove my car to that body shop with out an appointment (they gave permission to do so) the same day I called, and was able to leave it there. I should have read the recent reviews for Loyalty West Collision before I called and wasted my time. I couldn t even get them to respond so I could make an appointment. I had no idea this was happening to others, as I had used them before with no issues.

  Kyrie Robinson
2 months ago
The customer service I received from Karla B was excellent. She was very professional.

  Zach Branch
a year ago
The worst customer service I ve ever experienced. Constantly pushed back the pick up date to the point I was out of a car for 2 months for a 2 week job. Isiah lied to me every time I talked to him about when the vehicle would be ready and I had to reach out to get any updates on the status of my car. Several times when I called the phone wasn t answered and when I asked to forego having my car washed to get it back sooner they closed an hour before their listed hours and held my car for an extra two days, even though I was told my car would be pushed to the front of the line to be detailed. To this point it seems like they try to keep vehicles as long as they possible can to bleed insurance companies out of as much money they can. I would recommend using any other body shop. Avoid Loyalty West End at all costs!

  jessica speller
6 years ago
Both james and Antonio went above and beyond to take care of me, i had a trade in and it was causing me problems getting financing for a different car. Antonio did everything he could and got me approved. They dealt with me calling and texting with questions but never once got upset or annoyed. I now have a new sentra and will definitely be back for future purchases and send my friends and family to them. They take care of their customers like family and it was much appreciated.

  VALENCIA HARRIS
a year ago
I've definitely grown to respect, & depend on Kyle & the Service team at this Loyalty Program location (West End Central Va.), they've treated me as a VALUED customer, BETTER than the Loyalty dealer I bought my car from in Chester, Va. They've come through with great leadership RESULTS for the Loyalty Vehicle Program! I take my car to Kyle & his great team now, more than where I got my car from, & I really appreciate their refreshing customer service nowadays! Stay great, LWECC team!

  Bennett Morrow
3 years ago
So far the couple of times that I ve gone they ve done great work. I haven t had any issues and the repair on my car s side is seamless and top quality work.They can be a bit more expensive than some other places, but you re getting what you pay for and you re getting high quality repairs and service.They also accept Priorities for Life if you purchased a car at a Priority Dealership prior to this location changing from a Priority service center to a Loyalty service center. So that means free oil changes and state inspections which is good news and keeps me coming back!

  Nicholas Braswell
3 months ago
Communication was great these guys. Keisha, Hope, and Karla B. were awesome.

  Leni T
2 years ago
I was recommended this place by the insurance company after I was sideswiped. I am disappointed with the service I received on my car. My car was in for a month. I had to get my two doors replaced and it looks like they got green doors and then painted them yellow so they have a green undertone. My car is yellow but when I got it back it was different shades of yellow. There was also a black sticky substance on my driver window and the airbag next to the driver door would not stay in place so I had to go back to get it fixed. When I go the car back it was dirty like someone had tracked mud inside and touched the door and my seat. I would not come back to this location.

  Eric Waagner
a year ago
Good service when you can get an appointment but it takes forever to get an appointment.I waited 2 months just for a 10 minute estimate. Before I could schedule the repair my car got hit again and I had to wait another 2 months for an estimate.

  Michael Leer
2 years ago
My experience with Loyalty collision West End was incredible. I needed to get the work done in a timely manner, and they were extremely accomodating.! All during the process they sent me pictures and texts on how things were getting along. They were very creative, and fixed things and repaired things that looked brand new without having to buy new parts!. A big shout out to Kyle for staying in touch with me during the whole process!! If you are on a tight budget like me, this is the place to go. My car looks brand new at a minimal cost!Services: Painting, Body & Trim

  Terri Davis
a month ago
THE BODY SHOP DOES NOT ANSWER THE PHONE.....HIT THE OPTION FOR CUSTOMER SERVICE.....

  SB B
3 years ago
I like the service at this location much better than what I received where I purchased my vehicle. When I arrived for my appointment it was nice being greeted and not treated as if a product of an assembly line. The people here are very customer oriented and the service is great. I know its not easy dealing with different personalities working in customer service, but it's great to receive superb service when you're a customer that is always prepared.

  Q T
3 years ago
Update: As of today, 4/8/21, they still have not resolved the issue as they promised. I had to open the formal complaint with BBB to get them to respond. They promised to refund me the difference but until now, I have not seen the refund they promised a month ago. It can not take that long to do a refund. Not a very honest organization, in my opinion.. Be careful when dealing business with them...Looks like a bait and switch.------------------------------------Original Review:I had a busted mirror and claimed insurance. Geico referred me to the business. My insurance deductible is higher than I what I had to pay so I had to pay the full amount out of my pocket, which was not an issue. The issue was it took them 2 weeks long to get me a wrong mirror and then charged me extra because the wrong mirror they ordered did not fit. What's worse, they did not disclose the extra hidden charge. They even denied it when asked. I had to go home and compared with the price they quoted against the price I actually paid to find out the difference. This business has basically low level of honesty and integrity. Basically I had to pay for their mistake. You should think twice before choosing them especially when you have insurance and have to pay the full amount out of your pocket.