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.

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!

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.

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.

Awesome place. They did a wonderful job. Front desk staff is phenomenal as well.

West Broad Collision CenterI been dealing with West Broad Collison for years and never have I ever expereinced the treatment that Im experiencing now. They had my car every since September 17,2020 and today is October 29th and I still dont have my car. Its been insurance issues and West Broad Collison issues. No one wants to take the responsibilites for their part. Im the one suffering for everyones mistake and thats 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 theyre stating that they wont release my car because of a credit on a part that I dont have. Its a part sitting in their shop not on my car. Is it my fault that they ordered a part and its wrong or dont 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. Im so glad this not his company because he wouldnt have it long. Stewart Hendricks has a very nasty uncaring attitude for his clustomers and the problem is hes the manage sadd. He is representing the company horrible. Eddie Kennedy telling me one thing and Stewart saying something else. They cant get their stories straight and its unfair to their customers. I dont 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 Im learning its the company also. If a company send a invoice they can see whats 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. Im just a start. Im going to make sure I spead this to every one I can that I can. So this never happens to anyone else.

Was at West Broad Collision Center on West Broad; had the pleasure of conducting business with Tequoria, her mannerism and communicating skills were excellent. She was very pleasant and a delight to speak with, as well as knowledgeable and confident in knowing her job. she was very detailed with the information she gave me. I would definitely direct business to West broad Collision Center.

I called to ask about bringing my car in. Margaret answered the phone and was so positive!! She was really helpful and answered all of my questions!! She had such a great attitude!

5 minutes agoWest broad collision/ the body shop. Stay away from this place.I had the worst experience I have ever had with any business in my entire life. They are racist, rude, nasty and unreliable. I would not trust them to do what they say that they will do. Personally, I would not take my car there.If you are of a minority. Glenn Blackburn will lie and burn you.

My experience was top notch! My Jeep Liberty was side swiped and I didnt know what to Do! Thanks to Tequoria Ward, everything went very smooth. As soon as I have my estimate I will be taking my Liberty there! I will definitely refer all my family and friends!!

Tequoria Ward did a excellent job in addition she went above and beyond the call of duty to assist me with all my needs. I hope that you blessed this young lady as she was very helpful and patience during our time of need

I have always been pleased with the service at west broad collision however Ms tequoa’s service and ability to get my repairs set up and handled so quickly exceeded my expectations

Very Professional, Very Knowledgeable. I like being updated on all progress as the repairs happen, the staff puts the customers first. Margaret was able to answer all my questions prior and during the process and Raven (one of the managers) even followed up to make sure my experience was the best it could be!

I came in to get an estimate for some minor damage on my car. The price was reasonable and affordable. A special thank you to 2 very important employees who helped me Tequoria and Linda.

I can in for service on my vehicle and came across a very sweet and professional young lady i think her name was Tequoria at the front counter. By her personality alone i would recommend your business..

Easy to work with and a great value. Highly recommend.

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 wasnt cleaned yet, after I cleaned and re-waxed my car, the job they did was fantastic. I cant 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 drivers 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 didnt 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!

I would like to compliment Ms Ward for the excellent service she provided me last week with trying to help a clueless woman set up repairs for my Honda Pilot she help me sort everything out now I’m just waiting on insurance company to write an estimate

I came into wbcc to find out what I needed to do to begin repairs on my sonata the customer service I got from MS TQ was awesome she reminds you of someone outspoken aunt but its all love hold onto her she has a beautiful spirit as soon as I file a claim Im making an appointment

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.

I am highly pleased with the professional manner which Ms Tq helped with organizing steps to repair my vehicle you have definitely gained a new customer who will refer all business to west broad colission

Great service

I took my Volkswagen to West Broad Collision for repairs on my car due to some severe hail damage. My experience with this company was awesome. Lawrence kept me updated about the progress on my vehicle daily and showed amazing professionalism! Great company, great people!

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.

I needed an estimate on my Toyota venza I have some paint peeling and wanted to weigh my options on getting car painted so I visited this location and had the pleasure of meeting Tequoria she had such a peasant demeanor I will definitely be back soon!

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 Hondas 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 well 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.

I came in to discuss repairs to my 2004 Chrysler Pacifica and had a wonderful experience with TQ. She was professional and very knowledgeable. Ask for TQ if you want the best service. Thanks!

I cam I to West Broad Colision center to get an estimate, I had the pleasure of speaking to the one they call TQ very professional as well as knowledgeable.

Professional and very friendly, Margaret was so nice and bubbly

I needed repair work done to my car and came into your establishment and was greeted by Tequoria, her energy gave me life! I was having a bad day until speaking with Tequoria and later Raven. Kind and knowledgeable! They are truly assets to your establishment!!

I had damage to my brand new vehicle. West Broad Collision kept me up to date on the process and status of my vehicle. I felt like I was the customer, not the insurance company. My vehicle was repaired and looks like new.

West Broad Collision negotiated with the insurance company on my behalf, helping me achieve my goals. They provided accommodations for issues that weren’t their responsibility, and took the time to talk to me to make sure that I understood the answers for my many questions. I appreciate the service I received, and the effort that it took to ensure that I left happy.

Ms Tequoia has such a commitment to giving great customer service she should be commended yo yan be certain that I will continue to do business and refer customers to West broad collision for years to come

WBC did great work matching colors doing repairs after my parked vehicle was struck by and damaged by a driver in a parking lot. Furthermore when the liable party’s insurance company refused to pay up for the full cost of repairs, WBC’s team helped me contact them directly and file the necessary complaints to get me my money back. Good guys, communicative and honest team.

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!!!

To be honest was a little skeptical, but was pleasantly surprised by the professionalism of the staff. Margaret was a big help. would use them again if i were to get into another accident. thanks guys

The new lady provided excellent customer service. I believe her name began with a T. My husband and I will certainly return.

Raven was such a delight when trying schedule the work on my Lexus. She was knowledgeable and had the sweetest disposition. Thank you Raven!!

My car was rear ended early November of 17. It was badly damaged, however, it looks like it was never touched thanks to West Broad Collision. The great thing is, this place puts your vehicle back together just like the factory put it together; right down to the welding. They will only use genuine Honda parts; no after market stuff

They did a REMARKABLE job fixing my car!!! Clumsy me ran into a pole at the gas station and completely ruined my passenger side fender and headlight but took it in and couldnt even tell I was in an accident when they finished. They matched the color perfectly and I HIGHLY recommend them!!

I had an excellent experience here - it was just some surface repair, and the other persons insurance paid for it, but they were very friendly and the facilities were very clean and nice. They finished repairs ahead of scheduled time, and their shuttle drivers to and from the rental place were wonderful.

I brought my car here as they were on the list of the insurance companys 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 cant 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!

Worst service ever! Dont ever take your car here unless you want to wait for 3 months to get it back. However Im giving it a 2 star because they gave me a lifetime warranty on the work and the car looks like it never was in an accident and drives fine so far.

Very disappointed with my experience with the West Broad Collision Center. After getting in an accident in my brand new vehicle, I only trusted West Broad Collision Center to provide the necessary repairs. I have now discovered that the shop knowingly installed a cheap and faulty alternator in my car and have done nothing to offer a solution now that the part is malfunctioning, less than two years later.

I had a great experience! Margaret and Tequoria were both so helpful and sweet

Repairs took a long time with the car often sitting for long periods of time. For a football sized dent it took over a month. The battery failed while at their shop and a rear tail lamp was damaged during the repair. One of the seams is now slightly off. Overall the repair looks good however and they did manage to get insurance to pay for it all. They did not communicate well with me during the process and it has taken me contacting them to get updates and information. The Audi dealership recommended them as they are in the same auto group and licensed Audi repair shop. Btw, if your car needs to go to the Audi dealership, it will be towed there. The tow fee and Audi service will then be upcharged to you by 25% by WBCC! Again insurance paid it but if I was paying out of pocket... ridiculous. Unfortunately my experience was not positive and not in line with what I would consider to be Audi level service. I will look for other options if I unfortunately have to use a body shop again.

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!

I came inquiring about repairs and there were two employees I seen Raven and Tequoria. I got help from Tequoria, her customer service skills was excellent. I can see she value her job.

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 drivers side of my car that they charged me for! If you need a VW certified collision center, its 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.

Pretty disappointed with the service. Called and made an appointment no problem, but when I called to adjust the time no one answered or returned my voicemail. Went to the appointment, the appraiser didnt give me his name or say hello, and gave me a run down of all the necessary repairs in about a minute without stopping to explain any of them or why such extensive repairs/methods were necessary.Needless to say, wont be coming back.

Do NOT get your car repaired at West Broad Collision. Take warning at all the 1 star reviewers on all the other sites. Their lack of customer service, professionalism, ownership for their mistakes is completely BAFFLING (ex: screening my calls). They not only misrepresented what the 3rd partys insurance agency communicated to them, but they also refused to own up to their mistake and make amends, even after speaking directly with their general manager. PLEASE, save your time, money and energy and find another body shop.

Great customer service! Very friendly staff kept me updated and informed throughout the whole process!

This is not my first bad experience with this body shop, but by far the worst experience Ive 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 didnt tell us about that side or the bumper and we didnt get the insurance quote. I said yes Mam, I sent it to you in the email together. I didnt 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 wasnt 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.

I had my Audi A4 worked on here and they did it phenomenal job shout out to Eddie the estimator he did a great job with following up with me throughout the entire repair.

STOP. YOU WILL REGRET GOING TO WEST BROAD COLLISION.You may get taken in by Lawrence, but you will get burned by Glenn Blackburn and Jonathan Mays. They will lie about finding new things to repair just to get more insurance money and business. Theyll tell you, day after day, week after week, that work is being performed and your car is dismantled . . . . . HAHAHAHA . . . . not. RUN - DO NOT WALK - RUN from this place.

I went to this shop to have hail damage reaired on my golf. They gave me a form to sign that said they would potentially be doing repairs that my insurance would not pay for and I would be responsible for the charges. I told them I was not comfortable signing the form, especially without an estimate. I was told by a manager that they would contact me if there were additional charges. I asked for a version of the form that said the same as he told me verbally, and I was told to take my businesses elsewhere if I wouldnt sign the form as is. I would not recommend this shop, I dont know what anyone would essentially give any business a blank check to do work.

WORST PLACE EVER. Dont bother taking your vehicle there. They do CHEAP work and take their sweet time. I had so much problems with them during repairing my car and after words. I had to take my car to another collision center so they could fix their sloppy work.

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 didnt 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. Its a horrible feeling having your car in a hit and run situation (especially when its 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 wont have any more issues, but if something does happen to my car again they are the people I will be calling! Theyve earned my trust and I thank them for doing such a great job!

Fast and efficient. We had our car repaired and the service was outstanding and the people were a pleasure to work with!

I have to say that Im 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 didnt 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. Ive personally seen bad body repairs by cheaper body shops. If you want it done right, take it to these guys - you wont regret it.

Lauren Young has poor customer service skills!!! The paint job was great! This one star is for her.

Terrific Experience. Their work is first class. Cannot tell that my 2016 Acura RDX was ever damaged. And West Broad Collision Center replaced grill, right front fender and right front door. Work was done correctly and car was washed and ready when they promised. Highly Recommend. Sam Holland

We had taken our vehicle to West Broad Honda to repair some things in the engine of our Honda oddesy. We had such a great experience with WEST BROAD HONDA,however, when we took our vehicle to complete the rest of the repairs for the body of our van to WEST BROAD Collison repair, it was the complete opposite experience. They were not honest, n VERY slow in gathering the necessary information for our repair, getting an parts, and communicating to us they still needed a signature to start our repair. Margaret?, the front office clerk was extremely difficult to reach. Terrible! They confused our entire work order, so they sat on the work for about two weeks before we were concerned & decided to check what progress had been made. NONE!!! Our rental was due back according to our insurance, and WBC had not done A THING!!! They LIED and stated they had tried to contact us, but had NOT. A COMPLETE waste of timeand money taking our van there. They simply didnt care, and were more interested in covering their mistakes!! We DO NOT recommend going there!!!

Tequoria Ward was very helpful!

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.

I had a great experience at West Broad Collision Center. They were very professional since the first time I scheduled an appointment to a week later when I picked up my car. AJ was very informative and helpful with communicating with my insurance company. It can be pretty stressful when you get into a collision but WBCC was great. Thank you!

Great customer service all around and definitely went the extra mile to make sure I was satisfied.

Body work repaired sooner than expected. Top quality job! Original damage not detectable

Did a good job repairing my rear bumper. The collision center was clean and the people were friendly

I have been back to this place 5 times since I picked up my 2012 VW GTI after having the rear hatch and rear bumper replaced due to being rear ended. I even paid out of pocket for some scratch repair done since they were so great at first. Initially, I was very happy with the quality. And then the problems started as soon as I drove off the lot.My driver’s side taillight stopped working. Thought it was a bulb so I replaced it. Still intermittent. Driving home after work I was pulled over and given a warning for my tag lights not working. My only saving grace was the accident repair paperwork still in my front seat. Took it back to the shop, they adjusted the taillight and I had to drop it off that night for them to fix the taglights. They didn’t click the module into place. Ok, it happens, I brushed it off, played nice. Go to pick it up and noticed clear coat peeling on the driver’s rocker panel. Set an appointment for that when I am out of town. Then, my rear window washer sprayer stopped working. They fixed it as a “courtesy” basically trying to blame it on the fact of the rubber grommets age on the sprayer nozzle. What they failed to realize is that those rubber grommets are stronger than just simple plastic. I also never use my hatch, so how they magically wore out after being in the shop is still a mystery to me. The rear hatch did not look seated so they had to adjust the bump stops to make it fit properly.Isn’t all of this the point of the “quality control checks” they speak so highly off? They now are not taking responsibility for the taillight on the passenger side that is magically full of moisture. They will try to go through the insurance company. Again, blaming it on the part/age/accident and saying it is not their fault. If your shop removed it, and then reinstalled it, it is on your hands. This is the concept I tried to explain to the advisor when I noticed a window molding not sitting properly on the passenger side. He then told me the price ($73.00) and stated simply, those parts aren’t supposed to come out so they never really go back the same. I’m sorry, then why did you reinstall it, if you know that? Seems like you should’ve just replaced it, but maybe I’m the idiot here? I never got the advisors name since he never introduced himself. I feel brushed off and belittled.I work for a dealership in the area and when we mess up a job (we’re all human, it happens) we make it right and cover the issues caused by our negligence. This body shop on the other hand, believes they make no mistakes. Which in this business, is dangerous. I will never bring my car here again. And neither should anyone else.And if my car was in your shop for over a month, why when I bring it back (each time...at five now) are you asking me what was done? Isn’t it your job to know what repairs were completed, seeing as you are my service advisor? Maybe the dealership I work for just has higher standards. Who knows? Either way, I am extremely disappointed.

Very communicative, very fast, excellent service. Highly recommended.

I will not beg any company to be a paying customer!! You should want my business!!! What has happened to the world! Consumer are now a problem and an issue while it is encouraged for employees not to help or even try to give good customer service

Went to this place on the advise of state farm; normally I would have taken my car to the local Toyota dealer. these folks were very nice when they got my car but when i picked it up,everything changed. the inside of my car is so dirty from sanding dust,they ruin a brand new pair of rubber floor mats from toyota.I have some sort of film, like haze on the windows that will not come off. There was no one around to show me what they had done,all they want is mt deductible, give me my keys and paper work...I have called my insurance agent at state farm and they are looking into this matter saying,THIS IS NOT ACCEPTABLE. I have tried everything I know to get this film off the window but noting works. never again,will I deal with these folks.I really hate to complain but the repair was over,$7000 and for that I expect a clean car. If I were not disabled I would do the work myself but I cant so....did I mention the strong obnoxious Oder they left in my car?

Very nice and helpful staff!

I just got my car back yesterday and you all did a great job!

Great Job! I love the way my car looks! Thanks!

Second time getting my car repaired here, great experience both times

Updated Review 7/5/17: 2 to 3 StarsI received a call on Monday morning from a lady telling me that repairs were finished but they were in the process of performing quality checks and she would call me when my car was ready for pickup (which she stated should be in the afternoon). Then, she called back the same day and let me know that my car was ready for pickup. She mentioned the amount that was due at pick-up. It was the full price and not my deductible though. I called my insurance, and they stated a payment was issued a couple weeks ago. I was even given a copy of the payment information. Sure enough, it had been sent to them... I emailed a copy of the payment info to the lady, to which she replied (and ccd my insurance adjuster) that the check was sent to their physical address and they cannot receive mail there. She put a PO box address in the email for them to send the new check to. I will say, in regards to the timeframe for repair, I am pleased that my car was finished within a week (Dropped off Tuesday evening on 6/20/17---supplement pictures and info submitted and approved on 6/23/17---Work assumed to being done from 6/26-6/30---Call stating car is finished on 7/3/17. Total time of conpletion= about 9 business days). In regards to the retrieval of my car, however, I do feel frustrated with the payment process. I would recommend that somehow the P.O address for payments be readily accessible so people dont send it to the wrong place, causing a delay in the retrieval process. I may have overlooked it, but I didnt see anything on the main page indicating that the address that they are located at could not be used as a mailing address... I will update when I retrieve my vehicle.Original Review:My hope is to have updates to this review but wanted to give an initial one. I want to start off by saying the customer service was great. The ladies I spoke to were kind and professional and communicated with me through the initial part of my experience thus far. For them, I would give 5 stars. However, my 2 stars is due to the fact that Ive been told that my car wont be ready till a total of 4 weeks after dropping it off to them. The estimate through my insurance was 4 days!!! They submitted a supplement 2 days after I dropped it off with a new completion date of 3 weeks later, after its been there for a week already. I called and left a voicemail and received a call back the next day, which is a plus. However, the gentleman I spoke to even said he didnt see why it should take that long. He did send a copy of the supplement and said he would speak to the mechanic to find out whats going on and let me know. He shared that theyre really busy so that may be why but I replied that I called before I even dropped off my car and specifically asked if they were busy because I would need the repair done quickly and was told they didnt have a lot of cars at the time. This was the main reason I chose them over another company. When I called my insurance company, they shared that the only difference in time between my original estimate and the supplement was 5 hours of labor... so even if extended to 5 days, my car should theoretically be done by the end of this week and not 2 more weeks from now. Ill update this review as I find out more and will hopefully change the rating to more stars, but so far, Im not happy...this has a major impact on transportation to work and plans Ive made that shouldnt be impacted as much as they are right now.....

Great repair job but it went from six days to six weeks to repair it. Very frustrating to have to work around that.

Soooo frustrated with this place. The customer service like most places is nice until they get your vehicle. I dropped my car off late Monday with the expectation my vehicle would be ready on Friday. They called me Thursday to let me know my vehichle will not be ready until after the weekend on the following Monday. Not a big deal but its frustrating right? Now Monday, they close in less than an hour and no one is available to give me an update on my vehicle. I have to drive 2 hours each way because I do not live in the area and only scheduled my vehicle for this location because nice people at the Audi Dealership and I was in the area for a week for work. I wouldnt want them to rush my car and give it back with less than quality work, but I also expect to be given reasonable expectations. Completely unprofessional and horrible customer service.

At the outset, Id note that Mr. Hendrick, who left a five-star review praising West Broad Collision Center to the heavens, is (or at least was the last time I dealt with the repair center) the General Manager of that business. At one time, the only place I would have auto body repair work done was West Broad Collision Center. However, my two most recent experiences with that body shop have not been satisfactory. The paint job on one of the vehicles was not up to West Broad Collision Centers former high standards. When I brought the car in to express my dissatisfaction, they minimized my concerns and assured me that buffing the vehicle would take care of the problem. Needless to say, it did not. On a repair on my Jetta about a year ago September, West Broad failed properly and fully to paint the vertical edge of the damaged door. I now am patronizing a different auto body company that does everything it can to exceed the customers expectations.

They did a great work on my car and I love it.

If I could give them no stars I WOULD. I sent my car into them for a service that initially costed less than $200. I took my car in to fix my passenger seat side mirror because i scuffed it lightly when driving into my car garage. It was minor but my car is new so when they estimated less than 200 I was happy to sign my name on the dotted line. I have a 2014 VW passat. They claim to be a certified VW collision repair center. They even have the plaque on their front desk claiming it. However, when they went to fix the shell over my mirror they BROKE my MIRROR. They made me pay for it and they werent apologetic in the least. I have never sent my car to a collision center and had them break something that wasnt initially broken. The only reason why I went with them in the first place was because they claimed to be VW certified, which clearly being down the hill from a VW dealership and probably handling tons of VWs still doesnt certify that they know how to gently take apart items. This mistake on their part costed me 100 dollars more ending my total to 270 dollars when it was initially 170. If you break something you should fix it. Im not done with them and plan to take further action. Go somewhere else if you want to get your car fixed. I called numerous other collision centers to see if this was a fair practice and they all agreed they would work with the customer in a personal pay situation if this occurred. I will never take my car here ever again.

Not a positive experience. Didnt get better till upper management intervened from different locations.

Stopped by for an estimate and two employees walked by and did not speak and one looked at me eye to eye and kept walking by. Customer service is the key to any business and I will not go back.

Horrible service. Will not be coming back. smh.

Excellent work

They were not on schedule but they fixed my car to my liking

Worst customer service never ever give car to this center . frustrated with those people.i dont want to give even 1 star too.

Great services

Alright might be racist employees!

Very rude and unhelpful