I brought my 2024 Ford Bronco to Wagner Certified Collision Center for a rear-end repair: damage to the rear bumper, tire carrier, and trailer hitch. What should have been a straightforward repair turned into five trips spanning several months. The hard truth is that approximately 90% of the damage, follow-up visits, and out-of-pocket costs I experienced had absolutely nothing to do with the original accident. They were the direct result of Wagner's own technicians damaging the vehicle during the safety inspection teardown and reassembly, and then failing to own or fix what they broke. During the teardown, multiple interior trim pieces were damaged through careless removal, tools being dropped on panels, and improper handling. Some of this was only acknowledged after I physically walked the manager through it on a return visit and pointed it out myself. Even then, the response was reactive, not thorough. A proper final walkthrough and an honest technician would have caught and fixed all of this as part of the repair. Neither happened. If Wagner had simply taken ownership of the trim and components disturbed during their own teardown and replaced what was damaged, the overwhelming majority of my visits, my time, my frustration, and my out-of-pocket costs would not have existed. Here is what I was left handling on my own: The passenger door trim panel was damaged during the teardown. The manager Tom inspected it personally and approved the replacement. It still was not installed when I picked the car up. After months of back and forth, Wagner delivered the part to my house. I installed it myself rather than make a sixth trip. A rear roof opening trim panel was missing a factory-riveted mounting bracket, broken during their work. I found it after noticing a rattle. I sourced the part for $71.59, replaced it myself, submitted a reimbursement request with photos and receipt, and followed up twice. No response. The rear tailgate panel that Wagner replaced had a retaining clip bent so aggressively during installation that the plastic turned white and would not hold the panel in place. I sourced and paid for the replacement myself. Also raised in my follow-up communications. Also no response. Scratches appeared next to both front door sill plates and there is chipped paint on the door sill that was not present at drop-off. I am absorbing that cost myself. There was also evidence of carelessness while the vehicle was in their possession, beyond just the repair work itself. I have reached the point of giving up on ever getting my car back to the condition it was in before the accident, not because of the accident, but because of Wagner. I have spent hours researching parts, watching repair videos, doing installations myself, and writing detailed emails, all to resolve damage that Wagner's technicians caused and would not proactively fix. Lee Thomas and the front-of-house team were professional and genuinely tried to help throughout. This is entirely about technician quality, lack of a thorough final inspection, and the absence of accountability when things went wrong. I researched Wagner extensively before choosing them and they came up repeatedly as a top recommendation. That made this experience all the more difficult to accept. I have lost complete trust and would not recommend Wagner Certified Collision Center. read more

I was recently in my very first moving collision with another vehicle, while driving my BMW 335i xDrive. I had the good fortune to speak with Julie Frisch at the Wagner Collision Center in Worcester. Julie was knowledgeable, friendly, and courteous, and she took the time to listen to my needs and concerns (something none of the other shops seemed willing to do). Julie educated me on their certified process, and that I should come in and Meet Dave Gozdur who would appraise my car and walk me through the repair and insurance process. Needless to say, I took a deep breath of relief, because I had a great feeling that I had found the right people to care for my car. The following day, I drove in and met Julie, who introduced me to Dave and we began the tour of the damage to my car. Dave explained to me that he would handle every detail with my insurance company, and ensure that my car would be repaired to BMW specifications - right down every last detail. Dave also assured me that he would negotiate with my insurance company and would not accept any "money saving - insurance shortcuts" (took another deep relieving breath). Julie then got me into a very nice rental car, and I drove home feeling extremely confident that my car was in the best possible hands. Thorough the repair process, Julie was proactive and in constant contact with me. Julie even informed me that that John Chrul would be my repair technician, and I never felt (not even for one moment) like, "I wonder what's going on with my car". When Julie called to tell me that my car was ready for pickup, I was very excited. When I arrived - Julie informed me that Chris and Jason were cleaning and prepping my car for me, and when it rolled up I was astonished by the quality of the work that was performed by John and the team at Wagner. When I tell you that I could not tell that the car was previously damaged - it's no word of a lie. My car looks beautiful! The tolerances/alignments were right on, and there was no way to see where the damage was. They even made sure that the labels inside my door were replaced to perfection. How's that for attention to detail? I profusely thanked Dave and Julie, and I was so impressed with the high level of quality that I asked to meet John (the body technician) to thank him personally for giving me my car back ;) In case you haven't figured it out yet, if you love your car (regardless of brand/model), I highly recommend the Wager Collision Center. It was an entirely positive experience, and I challenge anyone to find a better bunch of people to work with. Thanks to Julie, Dave, John, Jason, and Chris, you all deserve to be commended for the high level of service that you provide and thank you for the best customer experience I could possibly have hoped for. In today's world, this is rare, and I am completely satisfied. Thanks again to the Wagner Collision team, you all made me a very happy customer. read more

This is a long overdue response to the work we had done at Wagner Certified Collision Center. I would like to thank Tom Lucas for his professionalism, knowledge, attention to detail, and kindness. He walked us through all of the steps for having our brand new car repaired. Tom and the staff kept us up to date on dealing with the insurance adjuster and the insurance company, as well as setting up a rental car for us. We were always kept informed and had all of our questions answered. We are so happy that we chose Wagner Collision Center and would highly recommend Wagner, especially Tom Lucas, to our family and friends. We received our car back looking brand new again. S and D Taylor read more