West Broad Collision Center

Reviews

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

  Todd Heath
a month ago
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!

  Roger Leek
2 years ago
TLDR: If you are considering using West Broad Collision Center, understand that you will not be provided updates, it is likely that the repair will take longer than quoted, you will likely get no explanation as to why, and you will not know the status of your repair without considerable effort. Communication is not in their vernacular.This was my second experience with West Broad Collision Center. The most recent was very frustrating due to a lack of communication. The actual work performed in both cases looked great! However the experience working with them left much to be desired.I was told that my repair would take 7-10 business days. After dropping it off on February 8, and getting a call asking for a good email address for updates, I had no info until I called for an update on the morning of the 8th business day (the Friday before Presidents Day, a three-day weekend) and my estimator Eddie told me that he didn't know the status of my car. He said he'd "have to walk down there and ask". I never got a call back, so I figured it would take longer. On the morning of the tenth business day I called and left Eddie a voicemail asking for info. Later the same day I emailed him and got no response.A few more days passed, and on Wednesday the 23rd I emailed Stuart, the GM, as I was quite frustrated by the lack of communication. Only then did Eddie call me to say that he expected the car to be ready by Friday. Friday afternoon I called to see if I could come get my car, and Eddie shared the bad news, saying that my car was bumped by people getting state inspections.My rental car insurance coverage expired a week earlier, so someone spending $20 on a state inspection is more important than my $6000 repair! Hello, I'm paying $60/day for a rental car!Finally on the 15th business day I was able to pick up my car. Nobody offered any apology for the lack of communication or explained why there were delays. The repair itself is satisfactory. If they would only focus on better communication, the reviews would be so much better! You can do it Stuart!Services: Painting, Body & Trim

  Michael Phelan
7 months ago
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.

  Ben Turnbull
2 years ago
Very disappointed in the handling of my vehicle. The car was returned with damage that the company was not willing to make right. The marks on the molding were extremely fresh, but even the store manager was not willing to accept responsibility. Instead, he closed the door with me right in the door way insisting that he had emails to type, and I was distracting him. I wish the manager had taken the time to come review the situation and to help make it right. I understand that the black tire molding near by had been marked on the walk round sheet as dented, but this was a completely separate area with clear fresh paint marks.

  Dani Brown
10 months ago
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.

  Elaine VonCannon
a year ago
I had one of the worst experiences with them and if I could rate this a minus I would. The company never called to give me updates on my car. I had to call them constantly to get updates. They said they had to replace the door on a parking lot incident that was not my fault and they told me they were sent the wrong door. How many rear passenger door behind the driver can be sent for a 2022 Santa Fe Limited? They had my car for 6 weeks. Then when I got it back they said they had to wash it. The car was never cleaned. I was told not to wash it for 6 weeks because of the paint. The car was dirty. They do not care about their customers. It's hard to reach them. Most of the time they let the calls go to voicemail. You have to call 15 times before someone will answer the phone. I thought going to the dealership which the owner owns more than one dealership and this is the collision center for several different franchises he has you would think it would run like clockwork. Not so. DO NOT and I repeat DO NOT take your vehicle to these people. On top of that. I had my car for two days and the rear door handle is now not working on that door they replaced. This is some of the WORST customer experience I have ever had.Service: Body & Trim

  Sharon Watson
a year ago
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!

  Amber Trotter
a year ago
Do not bring your business to West Broad Collision Center. They handled repairs to my vehicle, including repairs that were not covered by my insurance. Jimmy Turner sent me an email specifically stating the costs I would have to pay out of pocket for the repairs not covered by my insurance (approx $139). I agreed to pay those costs, and paid them in full when I picked up my vehicle. Now, almost 4 weeks later, I received a phone call from Jimmy notifying me that they calculated the costs incorrectly and now I owe them an additional $200. This information was never shared with me in advance - in fact, had I know it would be an additional $200, I would not have said yes. Jimmy explained that management asked him to call me to collect the additional sum. Go elsewhere. Don t risk getting the same phone call I just received.

  Deanna Ward
a year ago
My vehicle was dropped off on 03/07 and it wasn't until 07/21 that we picked it up. Both the insurance company and WBC dropped the ball in communicating and follow up. I was told that the car was finished on 06/30. NO ONE called me to tell me this. They would not release the car without the payment, can't really blame them for that, but they did not call me on 06/30 and did not follow up with the insurance company. Less than 24 hours after we picked up the car, I called them to report a broken window. I wanted to bring it in right then (Friday) but they gave me an appointment for Wednesday. They reviewed my car and told me they wouldn't take responsibility for the damage because I had picked my car up almost s week ago. I was told by a Mr. Kennedy that they had a recent problem with vandals stealing catalyticconvertors but yet still would not accept responsibility for the broken window. Aside from a paint splatter, some dusty finger prints on the inside of my car, the repair is acceptable. Too bad they couldn't step up and do the right thing. Won't use them again.Services: Painting, Body & Trim

  Rachel Williams
2 years ago
This was the absolute worst experience. The first red flag should have been when I dropped off my car and they called me an hour later to ask if they had my car. I took my car in for two very small dents and it took almost SIX weeks. Rental cars are $500 a week so a repair that should have cost me my $200 deductible cost me thousands because they took their time and dragged their feet. They had trouble getting the supplement approved with my insurance and they blamed them but it turned out it was Jonathan who did not submit the claim correctly. He swore he did and very quickly put the blame on the insurance. Jonathan was rude, condescending, and has a very hard time telling the truth. He claimed he can only email you so when you call don t expect an answer or return phone call. My insurance had to call their shop multiple times to get things straight and each time they spoke with Jonathan they always came back to me and said how rude and unprofessional he was. After the repairs were complete, they held my car from me. They claimed they could not release MY car even when the insurance said they would send a draft of the check they had mailed as proof of payment. This is the only auto shop in the area that does this. Finally, I picked up my car and one dent was STILL THERE. Apparently, they outsource their paint less dent repair and Jonathan was very quick to blame that company. He then ended the conversation with saying it wasn t going to be perfect and I could go to my insurance company if I wanted them to fix it. The employees (besides the two sweet front desk ladies) are incompetent, unprofessional, and careless. DO NOT waste your time, money, or patience with this auto shop.Services: Painting, Body & Trim

  DesignGrl X
6 years ago
I recently went in for Hail Damage repair after our latest storm in Henrico, VA. I waited a few months to have the repair done for budgetary reasons, but they said I could call and schedule it with a 1-2 week lead time. So I called back to have the work scheduled and they took in and completed it in the time frame they supplied (3-4 days). I elected to take back my car prior to them cleaning it the next day because I had to travel over the weekend and preferred my car instead of the rental... so while it wasn't cleaned yet, after I cleaned and re-waxed my car, the job they did was fantastic. I can't even tell I had hail damage. I had about 26-27 dings from hail (some very large on the hood and roof, as well as driver's side door). Very well done. My only issue, as some have mentioned, is the follow through from customer service. I had to call back to get the estimate they promised to send and called back to find out the status since I didn't hear anything. I worked with my insurance company also to make sure they had sent the estimate to them and that it was approved. So, if customers were notified more as the repairs went along, this shop would be perfect, in my opinion. Job well done!

  Susan Svensson
2 years ago
WBC had my Audi for a month (After Audi of Richmond told me that they were one of the very few Audi certified body shops in Richmond). After completing the work, to my satisfaction I picked up the car and went out of town. A little over a week and a half later, when I returned I noticed scratches all over the roof of my car. An area that they had not worked on. I took it back to the shop and was treated very unprofessionally and aggressively by Stuart. He said he would try to help me out by buffing it out but that would not assume any liability since I picked up the car 11 days prior. I asked him to check the mileage to see that I have not use the car much since I picked it up. He told me that it didn t matter and he didn t need to check it because it is still been too long. I found that interesting since, when I called him before I came in to tell him about the scratches, he told me he was leaving at four and maybe I should come in after I completed my next trip out of town.Bottom line, WBC does not take care of cars in their possession, are unprofessional, do not care about the quality of what they return to their customers and should be avoided.Service: Body & Trim

  Sara J Adeli
2 years ago
I dropped my car off on April 23 to be repaired after an accident. Today is May 28 and I still do not have my car. The reason I rate 1 star is because the communication is ATROCIOUS. I have emailed 3 times over the past two weeks. No response. I have called 8 times total and only one of those calls have been answered. I ve left 2 voicemails which were supposedly never received . I have never felt the need to write a review but this is unacceptable. Now I need to take time out of my schedule to physically drive the 20 min to the shop just to get some freaking answers. It is disrupting my life and it is not okay. Another reviewer mentioned issues with West Broad Collision and the insurance company, and based on the single email the receptionist sent me, I may be having the same issue which is why it s taken so long for me to get my car. However, I can t know for certain because they won t respond to me.

  Jeff Trew
2 years ago
Had body work done on my Accord here and was set aside by the level of service TQ provided. She keep me informed, was a pleasant voice whenever I had questions and always put a smile on my face during drop off and pick up. My repair work was clean and their turn around time was quick. I ll definetly use them in the future for any needs!Service: Body & Trim

  Kristina Lee
5 years ago
My 2016 Honda Civic EX was damaged in an 8 car pile up on 5/26/2018. I was not able to get my car to the collision center so they made arrangements with the tow company. Once my car reached there center I was notified by text. They notified me by email with each adjustment that was needed for the repairs. I was grateful that they seemed to keep me notified of the progress of my car repair more than my own insurance company. Each time I had questions they were quick to respond. This was my first car accident and I am glad that my car ended up at West Broad Collision Center. I would recommend them for any of your car repair needs. AWESOME experience!!!

  Matt Alt
3 years ago
I greatly appreciate West Broad Collision and all of their employees during my car repairs. They communicated with me extremely well, gave me confidence in their technicians and their ability to get my vehicle repaired quickly and correctly. I will definitely bring my vehicle back here for body repairs if ever needed.

  Felicia Wyatt
a year ago
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: Painting, Body & TrimServices: Painting, Body & Trim

  Ramon Duran
4 years ago
Let me begin by stating that if rating 0 stars was possible id do that.After going over a curb and damaging my front passenger side tire, wheel and axle, I chose West broad collision as per Honda's suggestion. I dropped off my vehicle January 21st and all paperwork including repair supplementals, insurance documents and permissions were completed by the following day (22nd). Fast forward 2 months to March 19th I was able to finally pick my vehicle up after countless unanswered calls and emails to Glenn Blackburn and Jonathan Mays. WBC and their staff failed to keep me informed about repairs throughout this process and kept me in complete darkness. I am fairly certain they dragged out this repair process to milk more money from insurance and from myself. This repair process went from $5k to close to $9k and I was required to pay close to $500 dollars out of pocket ON TOP of my insurance deductible. Glenn Blackburn even admitted to me that a repair of this magnitude takes a month maximum yet they managed to extend that an additional month due to "incorrect parts being ordered" and "receiving defective parts". My state inspection was due at the end of February but obviously I was not able to get that done because WBC had my car for an eternity. Apparently it takes 2-3 days to get quality control and cleaning done at WBC and the cherry on top? When i picked my vehicle up the inside was filthy, my vehicles manual was thrown on the ground with papers everywhere. The outside was also clearly unwashed. So clearly, no cleaning of any sort was done, makes you think what else they dont do that they charge you and insurance for. When i popped my trunk there was a box with a rusty dirty used part in there that im assuming they forgot about which further solidifies my point that no cleaning or quality control was done. Also, there was no oil in my vehicle, when i dropped it off i had more than 70 percent oil life and when i picked it up it was dry.In terms of repairs done: work was subpar, driving it out of the collision center I immediately noticed the car veered to the right a substantial amount. I emailed glenn about my issues his response? "bring it back and we'll have it cleaned again" made no mention about the rusty part in my trunk or how they screwed up repairs. No apology or explanation of any sort from any of their staff in regards to why my car was with them for so long or any of my complaints. Anyway, there was no way I was taking my car back so it could sit in their lot another few weeks for further repairs so I took it to another shop and they worked on it for ONE day and returned it to me back to normal with steering and alignment within normal parameters.overall, this experience has been a nightmare and dont recommend this collision center, repairs are mediocre at best and customer service is non-existent.

  Daniel Conkle
7 years ago
First, to be clear, I did not have my car repaired here, so this review concerns more customer service and their level of professionalism. The insurance company declared that my car, after being hit by a deer, was a total loss, and left me the option of either taking a check and signing over the title, or taking a check and salvage the car.West Broad Collision, and their representatives, particularly Lawrence, took the time to walk me through the damage to my car, and helped me make an informed decision in regards to my insurance options. They did this without me having an appointment, just prior to lunch --- and were happy to do so. From start to finish, they were incredibly professional, and a great help.Based on this alone, I would recommend their service to anyone.To those at West Broad, thank you so much!

  Jessica Morris
7 years ago
My experience from on the phone to the completion of my repairs has been a great experience! I had called another company and they were telling me they didn't have availability to do repairs for a whole month and WBCC had my car in by a week. I received constant updates in regards to the status of the repairs and communication with my insurance company. It's a horrible feeling having your car in a hit and run situation (especially when it's a brand new Honda Civic) and they made the experience way less stressful. I have to say, their receptionist is as sweet as can be! I also love that they give you a well organized folder with your repair details and warranty information. Hopefully I won't have any more issues, but if something does happen to my car again they are the people I will be calling! They've earned my trust and I thank them for doing such a great job!

  jim faris
4 months ago
Great job. Stayed in contact with me during the whole repair, reporting every phase.

  Brianna Vetrano
8 years ago
I brought my car here as they were on the list of the insurance company's approved repair shops. Everyone I interacted with was very friendly and communicative as to when my car would be ready. When I picked my car up, I noticed that not only had my car been fixed from the collision, but also they had taken it upon themselves to buffer out where someone had randomly keyed my hood last year...even though it was not a part of the repair. I can't tell you how much I appreciated them going above and beyond!! If I ever need any repair work done on my car, this will be the place I take it!

  Ramon Duran
4 years ago
I wrote a review for West Broad Collision about 2 weeks ago and turns out they decided to take it down because they didnt like what i wrote. That should tell you everything you need to know about this company. I never received any sort of explanation or apology for what they did to me. To recap: a 3 week repair took 8 weeks, and cost went from my deductible to my deductible plus an additional 600 dollars. They said parts being late and parts being defective is what caused a 5 WEEK delay. Please do not take your business here. I am certain they prolonged repairs to milk as much as possible out of me and insurance. They scammed me and also when I finally was able to pick my car up, i found out they didnt repair my suspension like they were supposed to and left my car a mess inside and a rusty dirty part in my trunk.

  Tiffany Loren
5 years ago
This is not my first bad experience with this body shop, but by far the worst experience I've had with this shop or any other shop I have been to. I called to take my car into the shop, I asked what day I could drop my vehicle off, the lady stated that I could drop off at any time but unfortunately they would not be held responsible for it until the day they schedule the service for. Okay that is fine.... So I scheduled to bring my car in, I emailed both of the insurance quotes to Margaret, they were attached to the same email. I took my vehicle there, they stated the damage would be fixed in a week, which seemed reasonable considering I had a small dent on each side of my vehicle and the bumper needed replacing. They called me back two days after my scheduled drop off date to say Sorry the amount approved by your insurance was not enough so we need to get an approval. That was left on a voicemail, so I called back and emailed, no response through email and I was never given a reason to why it was going to be a higher amount. I emailed for a week, and nothing, I called again and received half answers. I then kept calling because they had my vehicle for two weeks at this point, to find out a pick up date/time. No one knew anything I was told I would receive a call when it is completed.... still nothing a few days later.. So I called back and they said it will be completed tomorrow, I told them I had a business trip on Friday afternoon, they said it will definitely be completed and I will receive a call. Thursday came and went, so Friday I called, The lady said it is ready... but the amount is such and such... well that was about$2,000 off from what my insurance had said it would be. I questioned it, I was assured all the work was completed, that the bumper, and sides were finished and could come to get my vehicle. So I took off from work, drove down to the shop, she had me sign papers then gave me the keys. No one went over the work completed with me, or came out to the vehicle. As soon as I walked outside, my bumper was still a complete mess.... had not even been touched and that side of the car was still not done. I walked into the office, she looked at me and I stated the work was not completed. I told her the entire side and bumper was not even worked on. They said oh you didn't tell us about that side or the bumper and we didn't get the insurance quote. I said yes Mam, I sent it to you in the email together. I didn't get an apology or an explanation. Infact the manager came out to get my keys and I asked how long this work would take and he simply walked away from me. The lady at the front desk said 3-4 days. A week went by, I called to get an update.... Your car is in quality control, Okay well when will it be ready? The manager then told me again, we will call you. I waited two days, called back and they said your car has been done for days. I said well I never received a call from anyone, there was no missed calls or voicemails. Once again no apology nothing. So I went to get my car..... Stuart said hey, whats wrong..... we said oh this has been a horrible experience.... he did not ask why? or what can we do for you? nothing he simply stayed in his office and acted as if I wasn't even there or even that my business with this shop mattered..... No one offered to come look over the vehicle, I was simply given a folder with paperwork, and that was it. To be honest I would not rate this shop at even a One star anymore. This experience and lack of giving a two cents about their customers has made me and others decide to never use this shop again for anything. Raven was the only person I dealt with throughout this experience that was friendly, caring and just made my visit a little more pleasant. My vehicle was at this shop for a total of 5-6 weeks for a job that I was told would be a week, and my headliner in my vehicle is also dirty from where they took it out to get the rails off the top in order to paint.

  Phung Nguyen
a month ago
My car got totaled but the service was good.

  Iris Ellison
3 years ago
West Broad Collision CenterI been dealing with West Broad Collison for years and never have I ever expereinced the treatment that I'm experiencing now. They had my car every since September 17,2020 and today is October 29th and I still don't have my car. It's been insurance issues and West Broad Collison issues. No one wants to take the responsibilites for their part. I'm the one suffering for everyones mistake and that's not fair to me. They charged me for a part twice and the insurance company caught it once I sent them the invoice that West Broad Collison sent me. Now they're stating that they won't release my car because of a credit on a part that I don't have. It's a part sitting in their shop not on my car. Is it my fault that they ordered a part and it's wrong or don't work send it back you have a receipt. I was sent this invoice weeks ago so why is it now you just realize that i been charged for the part twice really. Why is it that West Broad Collison sublease the jobs they do in the own group and charge their customers extra to do so. Covid is here get over it. This is the new way of living. Everything is virtual now. West Broad Collison is not doing virtual so people can get their car in and out of their shop quickly. Instead of saying we not doing virtual and we not using our personal phones to do so. I understand not using your personal phone but this is a business and a big business I may add. Business has to do things differnet now and not what was done in the past if they want to stay in business. Business are trying to keep customers not lose them. At West Broad Collison Stewart Hendricks can care less about the company or customers needs. I'm so glad this not his company because he wouldn't have it long. Stewart Hendricks has a very nasty uncaring attitude for his clustomers and the problem is he's the manage sadd. He is representing the company horrible. Eddie Kennedy telling me one thing and Stewart saying something else. They can't get their stories straight and it's unfair to their customers. I don't recommend this company to anyone. If you need repairs I truly suggest that you go else where. At first I thought it was the insurance company but once I started talking to Eddie Kennedy and that rude Stewart Hendricks I'm learning it's the company also. If a company send a invoice they can see what's on the invoice because they made it so they should know whether they used two or one of something. If you used one why try charge for two then hold me responsible for your mistake and not want to release my car when I have the money. They do not have good ethics with them. The only good part of their company that i can see is their front of house. Everytime I called Ms. Tequoria Ward was always on point no run around. I spoke with a few others also but mainly her. Mr. Larry Paige if you want to keep a business I suggest you tighten your leadership up. Your leadership unprofessionalism is going to cause you to lose a lot of business. I'm just a start. I'm going to make sure I spead this to every one I can that I can. So this never happens to anyone else.Services: Tires, Body & Trim

  Doreen Duffy
6 years ago
I have to say that I'm surprised to see 1 star reviews for these guys. Each contact I had with everyone from the initial phone call to the estimate to the repair and finally picking up my car, every single employee was completely friendly, knowledgeable and professional. The first time I brought my 2013 Honda Pilot here, August 2016, they replaced the roof of my car after a tree fell on it. Anyone that knows body work knows that good quality body work takes a long time, especially for such an extensive repair as mine. The damaged roof was cut off and a new one welded on. The side-curtain airbags all had to be removed and re-packed into the new roof. When I got my car back it was beautifully restored to pre-tree condition. Unfortunately, I was in an accident only 3 months later where the side-curtain airbags did their job and saved not only my life but also the life of my passenger. I am so grateful that West Broad Collision Center properly re-installed all of the safety equipment back onto my car. I really believe there are body shops out there that do not have that kind of integrity and they hope the car owner never realizes that corners were cut. More recently, I bought a 2016 Honda Pilot. I was having an issue with one of the doors not closing properly. I took it here to see what they had to say. I didn't have an appointment, but the receptionist was very pleasant and told me someone would be with me shortly. A few minutes later, a guy walked with me out to my car and pinpointed the issue immediately and was able to repair it with a few twists of a screwdriver. No charge! I know this is unusual to be able to fix an issue within minutes and at no charge, but it showed me that no matter if you have a $10K repair or a quick simple fix, they treated me with the same respect. I've personally seen bad body repairs by "cheaper" body shops. If you want it done right, take it to these guys - you won't regret it.

  Brooke Payne
5 years ago
Had an awful experience with them originally because they tried to charge me an additional $500 instead of working with my insurance company directly like they were supposed to for any additional costs. They also entered the wrong email address into the system to update me on the process and never fixed it so I had to keep hounding them for updates over the phone (they had to keep my car for an additional week and never even let me know!) And to put the cherry on top, they never put the pinstriping back on the whole driver's side of my car that they charged me for! If you need a VW certified collision center, it's worth the trip down to Chester.Updated from one to two stars: They handled my missing pinstripes quite professionally and sent me on my way.

  Leslie Cunningham
5 years ago
At this point I don t even want to give them 1star, it would be more like zero. West End Auto has had my car since mid October. When my car was hit I was told by Acura to take it to them because they were the only certified Honda collision company in the area. I worked with John Mays and was told what would be done with my car. I also asked them to check the right front end because the car was pulling to the left since it was hit. They told me the first week in November that my car was ready. The work they did was great however when driving my car home I noticed it was still pulling to the left. I immediately called them. First they tried to tell me that it was the insurance companies fault. Since this is not a USAA certified company it was up to West End auto to give all of the details of what needed to be done with the carin there quote to USAA. I called USAA and the work was never added to the quote to check the right front end. So that meant I had to take my car back and go through the process of approval again which was approved. They found once they took a deeper look that there was more damage than expected. So again another week of not hearing from them. By this time it is the week of Thanksgiving the insurance company was not getting what they need from West End Auto, I was literally on the phone everyday trying to get things straight. I had to set up a conference call between myself and the tire company so their estimate could be approved. Today is Tuesday, November 27, I just bypassed West End Auto and called the tire company who told me my car would be finished this afternoon. I say all of this to let you all know if I had known what I know now I would never have taken my car to these folks. The customer service I received from West End Auto was below par at best! The young ladies at the front desk were wonderful to work with and Lord knows they were as tired of me calling as I was. I m hoping to get my vehicle back today and working as it should. I will never go back to this shop God forbid something happens again.

  Isabelle
6 years ago
I had a wonderful experience with West Broad Collision. They were polite and answered all of the questions I had concerning my options for repairs. They finished the work promptly, within the time estimate given, and the work done is perfect. The paint is spot on and you can t even tell there was damage done in the first place.