I took my car to this body shop, and I could not be happier! From the moment I met Chuck in the front office, he walked me through the process with ease. He handed me over to Keith, a tech who has been working there for over 30 years, who truly understood my desires for improving the look of my car. Wow! Super job...promised on time. Quality of the work was perfect! I highly recommend this establishment for any of your body work needs. read more

Called on a Saturday morning and stated I needed a estimate for my insurance co. And asked if I could come in today. The guy on the phone said sure come on in. I drove there (approx 20 min) pulled up and walked inside. I told the guy at the desk that I need an estimate and he asked if I'd like to drop off my truck. uhhhh no I just need a estimate. Well we only do estimates with appointments... what? There are literally 6 employees sitting at desk or chatting with each other in the office, can one of them do a estimate I inquired? No they don't do estimates he replied. Well why the hell is a body shop open on a Saturday with 7 employees and none of them can do a estimate? Obviously wearing polos and khakis they're not fixing cars so what are they here for? He was kinda standoffish at this point.. so I said you know what Nevermind I'll take my truck to someone who wants my business and walked off. While leaving a customer that was standing outside informs me that he's been there for a hour because they told him to come pick up his car and then lost his keys.. yeah not the shop for me. I don't know about their work but just this experience was enough for me to say no thanks.. don't expect to get anything done on a Saturday at this business. read more

I've used Pence Auto Collision 4-5 times over the past 20 years, for a few different cars I've owned. Staff is quite friendly, but seems like the quality of repairs is slipping a bit in recent years. The last two times I've taken my car in for collision repair, it's come back with minor damage to parts of the car (exterior and/or interior) that weren't even part of the collision damage. Sometimes a door or bumper is dinged, paint is scratched, etc. When I bring it to the attention of the Pence shop manager, he (predictably) denies any responsibility, then offers to do some very minor "cleanup" to the area in question -- but no repair work. Since they get in excess of $3000 for fender-bender work, I would think they'd give a customer the benefit of the doubt and repair damage to a seat cushion or bumper if the customer reports it was not that way prior to Pence working on the vehicle. If it only happened once, I would write it off as "no big deal". But it's happened the last two times my car was at Pence for collision repair, so I think I need to start looking elsewhere for collision service in the future. The reason I'm giving Pence a 3-star rating is because they seem to still do a competent job of collision repairs and the staff is quite friendly. I'm docking them 2 stars because of additional damage done to vehicles while in their shop, and their business ethics of not acknowledging that reported damage could have been done by their shop, and their refusal to repair said damage -- if only for the purpose of customer satisfaction. P.S. I notice several complimentary letters posted here by Pence... all are from 10+ yrs ago. Back then they were better than they are now, in my opinion. read more

When the panels behind the backseat window of my 2006 Subaru Forester began to peel, I took it to the dealership to see what could be done. Tony, the manager, gave me a few options, and some great advice. The entire process was so easy, and the work was great. I'll probably buy another Subaru, and because of this, there's a good chance I'll start my car search at Pence. read more

Pence Nissan repaired my vehicle after it was involved in an accident, and I cannot say enough about how positive my experience was. After dealing with less-than-stellar body shops recently, my experience with Pence was such a breath of fresh air. Both visits to the dealership -- dropping off and picking up my vehicle -- took less than 10 minutes total. The staff was friendly and would call me immediately with any news. In addtion, the work that was done was top-notch, with my car looking brand new on the inside AND outside when I picked it up. I will never use another body shop in Richmond again. read more

First I would like to say the labor portion of my experience was exceptional. With that being said I am supremely disappointed with the customer service offered by your company. I was referred to the Pence Nissan by my insurance carrier. I chose this company due to the great reviews regarding customer service. What we experienced was nothing like the current reviews. My husband was told to bring in his Silverado on Monday, Aug. 30th for a repair that was expected to take 5 days. I rented a car for 5 days to ensure he had transportation during this time. After the 5 days had gone and past I did not receive any communication regarding the status of his truck. I called the company and was told on Sept. 6 by Kaitlyn that Jeff"s truck required another estimate that was submitted on Sept. 1. I was then told the truck would be ready by Thursday, Sept 8th or Friday, Sept. 9th at the latest. Well Sept. 9th arrived and his truck was still not ready and no one called me to update me on the status. I called the office and Kaitlyn once again informed me that the truck was still not ready and it needed to be painted. She did apologize for not calling but stated the truck would be ready on Tuesday, Sept. 13th. I received NO call on the 13th, 14th, 15th, or 16th. I called your company on Friday, Sept. 16 and asked to speak with a manager. I was then directed to Jack and he wasn't sure about the status of the truck so he said he would find out and call me back. I later received a call from Mike, who did not identify if he was a manager or not, and he apologized for the poor communication. Mike assured me that this was not common treatment from their company and that the truck would be ready on Tuesday, Sept. 20th. He states the truck was going to be painted on Friday, Sept. 16th and he assured me it would be ready. Well guess what it wasn't! For the first time I received a call from Mike on Tuesday, Sept 20th to tell me that once again my truck wasn't ready because they had ordered the wrong tail light. He told me the truck would now be ready Wed. Sept 21. He called Jeff on Wednesday morning to let him know the truck would finally be ready at 4:00 pm. I must say when we arrived to pick the truck I was surprised that no one formally apologized for the poor customer service and communication. I did receive a customer call later asking if I was treated kindly by the service department Really?!? All in all I'm happy to have the truck back, but I can't say that if we needed repairs again that I would return. I did received a "free detail" certificate. Thank you for that!. Regina & Jeff Hall read more