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West Broad Collision Center

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West Broad Collision Center Reviews (34)

Worst body shop in the world!
Worst body shop ever! DO NOT GO HERE. Not only did they purposely delay repairs to my car(And I have all the proof of this) Glenn Blackburn lied on me to the insurance company. Stuart Hendrick the manager lied to the BBB and to the VA Attorney General on me. And when confronted with proof I was advised to not contact them anymore. They were rude to me the entire ordeal. My car has been back 9 times (twice in one day) and I am out of nearly $1300 due to their mistakes, lies, and miscommunications. Do yourself a favor and avoid any place associated with Page Auto Group.

This customer had his car towed in on 1/27/He did not have an appointmentThe insurance company was here the same dayWe had the vehicle in our system and parts ordered by 1/30/Parts came in on 2/4/late in the afternoonWe started repairs on 2/5/and additional damages were foundWe sent the insurance company a supplement on 2/6/and received the ok to continue on 2/10/The additional parts came in the same dayThe car was in the repair shop for two days and went to paint on 2/13/The paint shop had the vehicle painted and ready for assembly on 2/16/Keep in mind we do not work weekendsWe were closed on 2/17/due to the snow storm and did not reopen until 10:on 2/18/We reassembled the vehicle on 2/19/and sent it to the mechanical shop for wheel alignment on the same dayOn 2/20/the vehicle was cleaned, quality controlled and the customer was called for pick upThe customer is upset because his insurance policy has a rental cap and he ran out of rentalMr [redacted] wife signed a copy of our policies before the repairs started (see the attached file)He called [redacted] after the repairs were complete and stated he wanted West Broad Collision Center to Pay $of his rental cost [redacted] explained the time line to the customer and we would not be responsible for rental reimbursementThe customer was not happy with the response and stated he was going to write bad reviews about our shopThe call was ended [redacted] came to me and explained what happenedI immediately investigated the issue and called the customerUpon speaking with the customer I stated according to our notes we had done nothing wrong to warrant rental reimbursementI informed the customer we had a time line of the vehicle repairs and invited him to stop by to further discuss the issueHe stated the reasons he could not come to our shop and told me that he was retired and had all the spare time to write negative reviews, have a class action lawsuit, call on your side and go to [redacted] to tell all of his friends about our shopHe said we would be better off paying the $

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected] Regards, [redacted]

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I am not satisfied with the resolution because it involves me bringing my car to the Collision Center again and going without my car at my expense when the company is at faultThey need to take responsibility for their actions and not further inconvenience me Regards, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The manager actually did not offer a discount and furthermore offered to repair the car only if he could put a grinder to my husbands car to see if there was metal and not plastic under the paintAt this time, we are seeking other options as we tried to work with this managerIt is clear he is not willing to work with his customer and will always "be right" no matter what Regards, [redacted]

This vehicle was brourht to us by the customers father for an estimateWe wrote the estimate and the customer stated it was to expensive and wanted a touchup*** quoted him a price and the vehicle was left here for repairsWe had stopped doing touchups because customers have not been happy
with the results*** was not aware of this change in our policyHe felt bad for the customer and touched up the vehicle on his own time and at no chargeHe absolutely did not do this for extra moneyThe customers mother called me a week ago and I explained this to her and I offered to wipe off the touch upShe stated she would speak with her daughter about thisWest Broad Collision Center will pay no traveling time nor reimbursement in any way for a repair that was done in good faith and at no charge*** *** did email *** yesterday and he did not respond because he was off and did not return to work until noon today 2/11/In her email she wanted to know when we were going to remove the touchup at her residenceI have attached her email in my responseWest Broad Collision Center will not be going to her residence.The offer still stands to remove the touchup paint at no charge

When we wrote the customer an estimate, a few small items were mistakenly left off of the estimateWe called the customer and expllained what happend and she agreed to pay the additional chargeWhen the customer came to pick up the vehicle is when she decided she did not want to pay for the repair that she agreed to pay for. To keep the customer happy, I will gladly refund her $I have contacted our accounting department to mail out the refund

This customer had his car towed in on 1/27/He did not have an appointmentThe insurance company was here the same dayWe had the vehicle in our system and parts ordered by 1/30/Parts came in on 2/4/late in the afternoonWe started repairs on 2/5/and additional damages were
foundWe sent the insurance company a supplement on 2/6/and received the ok to continue on 2/10/The additional parts came in the same dayThe car was in the repair shop for two days and went to paint on 2/13/The paint shop had the vehicle painted and ready for assembly on 2/16/Keep in mind we do not work weekendsWe were closed on 2/17/due to the snow storm and did not reopen until 10:on 2/18/We reassembled the vehicle on 2/19/and sent it to the mechanical shop for wheel alignment on the same dayOn 2/20/the vehicle was cleaned, quality controlled and the customer was called for pick upThe customer is upset because his insurance policy has a rental cap and he ran out of rentalMr*** wife signed a copy of our policies before the repairs started (see the attached file). He called *** after the repairs were complete and stated he wanted West Broad Collision Center to Pay $of his rental cost*** explained the time line to the customer and we would not be responsible for rental reimbursementThe customer was not happy with the response and stated he was going to write bad reviews about our shopThe call was ended*** came to me and explained what happenedI immediately investigated the issue and called the customerUpon speaking with the customer I stated according to our notes we had done nothing wrong to warrant rental reimbursement. I informed the customer we had a time line of the vehicle repairs and invited him to stop by to further discuss the issueHe stated the reasons he could not come to our shop and told me that he was retired and had all the spare time to write negative reviews, have a class action lawsuit, call on your side and go to *** *** to tell all of his friends about our shopHe said we would be better off paying the $

Mr*** complained about a small crack in his windshield that has been previously repaired (prior to the arrival at our facility) at the time of pick upI explained to the customer that we do not repair windshields at West Broad Collision Center and if we broke the windshield we
would replace itHe truly believes it happened hereHe informed me he had only owned the vehicle for weeks before his accidentI stated to him maybe he did not see it at the time of purchaseAll dealers that sell used cars have windshields repaired to make these small cracks transparent before they are put up for saleWe will be unable to help the customer on this issueI have attached a copy of the inspection sheet that was completed at the time of arrivalThere are many scratches and chips on the entire vehicleYou can see the windshield has rock chips markedYou can only see the small crack that has been filled upon close inspectionIt appears as a rock chip upon inspection

This vehicle was brourht to us by the customers father for an estimateWe wrote the estimate and the customer stated it was to expensive and wanted a touchup*** quoted him a price and the vehicle was left here for repairsWe had stopped doing touchups because customers have not been
happy with the results*** was not aware of this change in our policyHe felt bad for the customer and touched up the vehicle on his own time and at no chargeHe absolutely did not do this for extra moneyThe customers mother called me a week ago and I explained this to her and I offered to wipe off the touch upShe stated she would speak with her daughter about thisWest Broad Collision Center will pay no traveling time nor reimbursement in any way for a repair that was done in good faith and at no charge*** *** did email *** yesterday and he did not respond because he was off and did not return to work until noon today 2/11/In her email she wanted to know when we were going to remove the touchup at her residenceI have attached her email in my responseWest Broad Collision Center will not be going to her residence.The offer still stands to remove the touchup paint at no charge

I used this company to repair my *** after a recent accident I found them to be very efficient, prompt, and convenient They dealt effectively with my insurance company and kept me well informed They are good about using email and they are very good about answering the phone The proximity to *** car rental was very helpful as well My car looked great when they were done

The customer dropped off their vehicle on 7/with no appointment for an estimateThe estimate was completed on 7/26/and submitted to the insurance company per the customer requestThe insurance company responded on 8/2/and left an estimateThe customer was notified to sign authorizations
and was signed on 8/4/It took days for this process to take placeOn 8/8/the vehicle was disassembled and hidden damages were foundA supplement was generated and sent to the insurance company and the customer was notifiedThe insurance company did not respond until 8/14/The customer was notified againParts were ordered which took days to arriveThe vehicle was outside disassembled during this processThe customer felt the vehicle should not be outside waiting on thisAt all times the vehicle was in no Danger of moisture damageThe vehicle was sent to paint on 8/17/and the customer was notified Once in paint the insurance company had made a mistake on the estimateWe had to wait an additional day and a half to get the supplement correctedThe vehicle was painted on 8/and reassembled on 8/25/17. The long repair time the customer is speaking of was of no fault of the shopDuring unmasking of the vehicle, paint came off of the right quarter panel due to a prior repair (from another body shop) that was not done properlyAs you can see on the attached document that was signed by the customer, we are not held liable for these issuesThe customer was offered some extreme discounted repair options but refused because he wanted us to be 100% liableThe customer’s husband came here today to discuss how his wife was treatedHe was told the conversation did not go as accusedWe offered a witness to the prior conversation but he refusedI see the customer is asking for us to repair the damage at no costI was told by the customer they would rather pay to get the vehicle fixed elsewhere and trash us on social media and reviewsThe customer truly believes his vehicle has never been damaged and repaired previouslyHe is the 2nd owner and was told at purchase the vehicle had never been repaired

Mr*** complained about a small crack in his windshield that has been previously repaired (prior to the arrival at our facility) at the time of pick upI explained to the customer that we do not repair windshields at West Broad Collision Center and if we broke the windshield we would
replace itHe truly believes it happened hereHe informed me he had only owned the vehicle for weeks before his accidentI stated to him maybe he did not see it at the time of purchaseAll dealers that sell used cars have windshields repaired to make these small cracks transparent before they are put up for saleWe will be unable to help the customer on this issueI have attached a copy of the inspection sheet that was completed at the time of arrivalThere are many scratches and chips on the entire vehicleYou can see the windshield has rock chips markedYou can only see the small crack that has been filled upon close inspectionIt appears as a rock chip upon inspection

Do NOT get your car repaired at West Broad CollisionTake warning at all the star reviewers on all the other sitesTheir lack of customer service, professionalism, ownership for their mistakes is completely BAFFLING (ex: screening my calls)They not only misrepresented what the 3rd party's 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, Stuart H***PLEASE, save your time, money and energy and find another body shop

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not satisfied with the resolution because it involves me bringing my car to the Collision Center again and going without my car at my expense when the company is at fault. They need to take responsibility for their actions and not further inconvenience me.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,[redacted]
West Broad Collision Center offered no solution, they only put their spin on the complaint.  Yes, we did not have an appointment.  My wife did not have an appointment for her wreck either.  I'm sure the majority of their customers do not have appointments, that is just the nature of their business.  They just feel the need to try to belittle me.  The car was towed into their shop early on the 27th and our insurance agent was there that morning, so why did it take four days until the 30th just to order the parts?  The parts came in on the 4th but again they waited until the 5th to finally start to fix it.  They found new damage on the 5th but waited once more until the 6th to contact my insurance agent...another day lost!  They say they did not get the ok to work until the 10th but my insurance agent told me he gave the ok on the 9th at 8:30 a.m.  more time lost. Parts came in on the 10th but they waited until the 11th to start....more time lost!  They pained it on the 13th but it was not ready to reassemble till the 16th.  What professional collision shop does not have a drying room?  More time lost!  They waited until the 19th to reassemble it...three days after it was ready, more time lost!  They did the wheel alignment in the early afternoon on the 19th but it still took another day to clean it.....REALLY?  I talked to Lawrence first because he was the one I was told that had the authority to talk to me.  I called on two days to talk to him and I still had to wait hours for him to get around to calling me. Poor service! The second person called me after I talked to Lawrence and he wanted me to come in and talk to him.  I explained that I had already talked to Lawrence and that I had a form of Muscular Dystrophy  and that it would cause me pain to come in,  plus I lived around 40 miles away.  He still tried to belittle me for not coming in.  Just what could he say to me in person that he could not say over the phone?  Twenty five days to fix a loose bumper!!!!!  I can't help but wonder if they have some kind of deal or connection with [redacted] **r next door.  I wish the B.B.B. would look into that.  $2624 to fix it is nothing in the car repair world but it still took TWENTY FIVE DAYS!  Enterprise got $822.00.  I will NEVER, NEVER use West Broad Collision Center again.  Yes I did say I would spread the word about the poor service we received.  I feel it is my duty to warn others about the poor service we got but he once again took the opportunity to belittle me. I wrote a poor review on his [redacted] site and we went back and forth for days on it.  If he spent more time taking care of customers and less time on [redacted] maybe his customers would get the service that they pay for.  Like I said before, POOR SERVICE!

I have investigated this issue further. All of the service records were pulled and reviewed. According to our records we repaired the vehicle on 4/10/2012 the milage was 21329. The vehicle was inspected at [redacted] on 10/31/2012 and the milage was 30060. A multi point inspection was...

performed and states fluid levels were checked with no issues found. The customer states to [redacted] at [redacted] that the next 5000 mile service was done at another location. I assume no issues were found. The vehicle returned to [redacted] on 3/23/14 and the milage was 39452. Another multi point inspection was performed with no issues found. The vehicle was taken to [redacted] on 10/1/14 and the milage was 43487. The fluid levels were checked once again with no issues found. If there was a coolant leak and the levels were low, it would have been brought to the customers attention and stated on the customer receipt. Our limited lifetime warranty is for workmanship issues only. The customer drove the vehicle for over 20,000 miles with no issues. Our warranty does not cover maintenance issues. This issue does not apply to [redacted] limited lifetime warranty and will not be covered.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] limited lifetime warranty does not state that it is for "workmanship issues only" even though workmanship should cover putting parts back into their proper place after a repair. It shouldn't matter if it was 2000 or 20,000 miles, the cooling system is supposed to be a sealed system without leaks. It was determined by a [redacted] that as a result of a slow, undetected leak caused by the improper placement of a hose clamp (on the underside of a visibly good hose) by [redacted] that the engine overheated and significant damage was done. Looking directly into the radiator after removing the cap does not reveal the actual coolant levels and as previously stated typically only the coolant reservoir is checked (along with oil, transmission and brake fluids) when referring to "fluids".
[redacted] failure to take at least partial ownership of the issue when [redacted] and [redacted] each offered assistance leads me to believe that [redacted] has no intention of honoring a warranty for anything other than paint and putty regardless of what repairs are made which should be clearly stated in their Labor Warranty. The final cost of repairs to replace the engine  came to $2,364.72 (after [redacted] each made a contribution) and I still believe that [redacted] should pay that amount since the issue originated from work done in their shop.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would...

be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The manager actually did not offer a discount and furthermore offered to repair the car only if he could put a grinder to my husbands car to see if there was metal and not plastic under the paint. At this time, we are seeking other options as we tried to work with this manager. It is clear he is not willing to work with his customer and will always "be right" no matter what. 
Regards,
[redacted]

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Description: Auto Body Repair & Painting, Auto Renting & Leasing, Auto Detailing, Automotive Body, Paint, and Interior Repair and Maintenance (NAICS: 811121)

Address: 9001 West Broad Street, Richmond, Virginia, United States, 23294

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