My experience with Classic Collision, from start to finish, demonstrated a consistent lack of communication, accountability, and customer service across both locations that handled my repair, both Dowling and Gambell.
My vehicle was in Classic Collision's possession for more than a month, one day shy of five weeks. During that time, I repeatedly requested status updates and an estimated completion date. On multiple occasions, I was told someone would call me back. Those callbacks never occurred.
For two consecutive weeks, I was told my vehicle was "with a technician." I was later told it was "in paint." After more than two weeks had passed, I was informed that repairs had not actually started when I asked the status when they requested to send it to their Gambell location. That information directly contradicted what I had previously been told.
When the shop requested to transfer my vehicle to another Classic Collision location, I agreed, expecting the process to move forward. Instead, the communication issues continued. It took 6 days to get it transferred. I again had to initiate every conversation to obtain information about my own vehicle. Promised callbacks from staff and requesting management to call me never happened despite multiple requests.
At one point, I was placed on hold for approximately 40 minutes while an employee attempted to determine what stage my vehicle was in... mind you he came back on the line and told me he helped multiple people that walked in the door instead of asking them to wait a moment. When he returned to the line, I was again told it was "in paint," despite having heard the same response previously with no meaningful explanation or timeline.
I ultimately had to involve my insurance company to obtain updates that I could not get directly from Classic Collision.
When I picked up my vehicle, my husband was told they would not be sending me a customer satisfaction survey because the problems were attributed to the first location. That response ignored the fact that the communication failures continued after the vehicle was transferred and they failed as well. As the customer, I entrusted my vehicle to one company, not two separate businesses. From my perspective, both locations failed to provide even the most basic level of customer service.
The quality of the repair does not erase the experience. Customers should not have to repeatedly call for updates, receive conflicting information about the status of their vehicle, or rely on their insurance company to obtain answers that should come directly from the repair facility.
Based on my experience, I cannot recommend Classic Collision. I utilized them because they purchased Spruce Park on Dowling, who handled a previous vehicle famously. The lack of communication, inaccurate information, failure to return calls, and absence of accountability throughout the repair process fell well below reasonable customer service expectations. Zero stars, do not recommend. read more
