Let me preface this by saying I had a terror of a time dealing with this body shop. Mark (Owner), David, Tom, and the receptionists made my life extremely difficult for a period of two months while actively "repairing" my vehicle. I was a claimant through an insurance provider--which left me few options in terms of selecting a shop in the local area for repairs.
After about 15 or so phone calls/e-mails, I contacted Colorado Coach regarding an estimate. At that point in time (late September) most body shops in the area let me know that the earliest estimate appointment dates they had available would be at the end of October (mind you, that means they would take a look at my car at the earliest a month later). This is the one thing Colorado Coach did well, as Mark responded to an e-mail to let me know I could swing by for an estimate same day. During the estimate appointment, I let Tom know that my vehicle has an interlock device in it (make whatever judgements you will, it's coming out soon enough) in order for the sake of transparency, and to see if it would cause any issues. Tom assured me there would be no issues, and they have dealt with them in the past. For a little bit of back story, I was also hit last year by another idiot driver, and as a claimant through that insurance company I got setup rather quickly for an estimate/repairs with Caliber Collision (Valmont) in Boulder. After discussing the interlock device with them, they assured me there would be no issue, and they only needed one mouthpiece to take care of it (and they also saw it all the time so it was nothing new to them). I dropped the car off the next day after the estimate, and 4 days later my vehicle came out of the shop with absolutely no issues.
I attempted to drop off the vehicle for repairs on 10/14 as scheduled with Colorado Coach. Upon my arrival, I paid $800 for parts, gave them my keys, and let the receptionist know I had left interlock instructions for them in case they had any issues. Upon hearing this news, the older receptionist (right of the door) looked at the younger receptionist (left of the door) and asked her to grab Mark because that could complicate things. Upon Mark's arrival, he mentioned having a "guy" who knew how to magically turn off an interlock device. I explained this was not possible, as in the State of Colorado the only time the device is deactivated is when it is physically removed from the vehicle (as it is hard-wired in). I ended up getting delayed to return until 10/21 until the "guy" came back, and chose not to argue with them further. At this point, I also attempted to get a refund for $800 as I considered taking my business elsewhere--the receptionist on the left did not want to give me a refund as the parts had already arrived, and I was essentially locked into doing business with them against my better judgement. 10/21 overall went smoothly, dropped off my vehicle, and once again let them know I had left interlock instructions for them, as I insisted they would not be able to deactivate the device.
The next time I heard from them was on 10/28, as Mark requested 3 add'l mouthpieces. To put this in perspective, this requires going out of your way to return to the mechanic that installed the device, and requesting add'l mouthpieces (the add'l mouthpieces furthermore just verifies they could not "magically" deactivate the device as they insisted on 10/14). Throughout the month of November, the insurance company I was the claimant through and I received lies on multiple occasions. They said they were working on repairs and waiting on Authorization from the insurance even though I received e-mail notifications prior saying that my additional estimate adjustment had been approved. My vehicle was also entered into a service lockout on 11/22 (which tells me this is when repairs actually began on the car).
From a customer service perspective, this place is just absolutely terrible. They have ZERO accountability, they will lie to you the customer, the insurance company, and will take no responsibility for any delays in the repairs to your vehicle. It took them 6 weeks and 3 days to finish my repairs on an estimate that originally suggested 10 days for repairs to be finished. When you call any of them, they will blatantly give you an excuse as to why it is taking so long--they will either attempt to blame the insurance company and authorizations, or you the customer and your vehicle issues. For the cost (expensive) and length of time it takes to repair your vehicle, I think there are a ton of better options in the Boulder area that will do a better job, and will far surpass this business in terms of communication and contact. I also never received an apology for the delays, or the ridiculous behavior of the employees in attempts to "shame" me for my situation. I would recommend reading Geo C.'s review as that review is very similar to mine in terms of the overall experience. read more