Worst experience dealing with a body shop. Promised the car would be finished on a Friday, returned the rental anticipating this. No word recieved that car wouldn't be finished until monday until I emailed multiple times that day. Monday, 2 phone calls and 4 emails to be told at 4:50pm that it wasn't ready. Finally received a call from front desk letting me know we could pick up the vehicle. YET to hear back from the coordinator, Chris, and doubt I will. Erie should remove this body shop from preferred provider list. read more

Unfortunately, west broad collision center failed to properly and completely fix my vehicle, on multiple occasions when we were told the car was repaired. We are very dissatisfied with the service, and we are still getting the vehicle fixed elsewhere because west broad collision was extremely incompetent in customer service as well as service for the vehicle. DO NOT COME HERE !!! They will not fix your car at all and take all your money even after your car has been "fixed" As well as take several months to get parts lost in transit. read more

West Broad Collision is a shame. I was referred to them by the dealership where I purchased my car that is owned by the Page Auto group. Turns out they are owned by the same company. They told me to bring my car in for repair on certain date when they had all the parts. I did as instructed. They promised my car back in two weeks. My insurance covered a rental for 20 days so I thought I was okay. It took 47 days to do a two week repair. My insurance paid for manufacture parts they used after market parts. I had to rent car for 27 days to get to work due to their incompetence and in the end they held my car hostage saying I had to pay them 908.31 that the insurance wouldn't pay or they wouldn't give me my car back but they never asked me about this supposedly extra work. DO NOT USE THEM read more

I ve bad experience. i was told that my car is ready but they are holding, as they are waiting on the insurance supplement. i checked with my insurance and they said they handed the check over. Everytime i call they kept saying that they havent received check and after that they stopped answering calls. when i went back they said the same thing and directed me to another person, who doesnt want to talk to me either. They made me wait and finally said they got the check. if i hadnt gone personally it would ve taken some more time. Front office folks are also not pleasant to speak with. i will never set foot in this place again read more

They have always treated me respectfully. Nice work on my vehicle and deals directly with Insurance carrier. Great perk that Car Rental agency is on-site too! read more

About to lose my mind dealing with this company. I scheduled an appointment to bring my car in for the Monday after Christmas--I show up, they say they never booked the appointment and now I need to bring it in the following week. I bring it in the following week, they say it will be ready in 3-5 days. I call the 5th day, they say it will be Tuesday of the following week (so, 8 days). I call that Tuesday, they say Thursday (10 days). I call Friday, they say it's ready but they can't get the bill prepared in the 4 hours before they close, so it will be Monday (14 days)...and it's twice the original estimate. Never, ever using these guys again. read more

West Broad Collision has poor customer service. The manager and receptionist were rude. I was involved in an auto accident no fault of my own. The other driver's Geico insurance paid for the damage except 300.00 and I am expected to pay out of pocket. Apparently there is a market rate of automotive repair costs and Geico is not paying the difference of the higher rate that West End Collision center is charging. I told the manager that this is ridiculous and I am not going to pay. He said that I cannot pick up my car until it was paid and if I didn't like it I should have taken my car somewhere else. This will be the last time I will take my car there and will not purchase any cars from the Page Auto Group. read more

I have taken my car here twice, first time 2 years ago a tree fell on my car. Took the car here thought the work was ok, got the car home noticed a small dent in the hood that was just replaced and also they failed to hook my antenna back up to my radio. Fool me once shame on you, Fool me twice shame on me.......... Took my car here a second time for an actual accident, once again driving the car home and it's making a noise it wasn't making before the accident from the same wheel they replaced. Call them when I get home, tell me to bring car back in the morning. Take my car in this morning and they have gentleman walk out to my car and look at it......looking at a mechanical problem gives you an idea of what's going on right.......no it doesn't. He says honestly there is nothing we can do for you, really you repaired my car still have an issue and there is nothing you can do???? I will be contacting my Insurance company and the BBB about the crap work this place does and sharing this complaint on every social media platform and review site I can so nobody else has to fall victim to this less than satisfactory place. If you can take your car anywhere else do it, I chose this place because it was close to my house and was that a mistake. read more

I wish that I could give this company zero stars! This shop was recommended by someone at West Broad Honda. However this is the worst place to take your car if you need to get body repairs. Not only did they not fix my car according to schedule. When I got it back they did not replace the roof rack correctly (it was on backwards). And when I took it back to discuss the issues, they were very argumentative and provided poor customer service. After returning my car when they fix the roof rack, I noticed that my roof was leaking when it rained. I called up to let them know that the roof was leaking after I validated that there were holes in the roof when I took it back to the Honda Service center. Again the owner of this body shop argued with me and told me I had no choice but bring the car to their shop. They offered no incentives and was extremely rude and entitled. Why would I take my car back to a body shop that failed to fix it correctly three times. Not to mention they are very argumentative and combative. I had to end up filing a new insurance claim to get my roof rack and the holes in my roof fixed correctly. It cost me more than two to $3000 out-of-pocket for something that should have been fixed correctly the first time. WARNING: Do NOT take your car to This body shop at all. This is a horrible business and I am shocked they are still operating. read more

WBC had my Audi for a month (After Audi of Richmond told me that they were one of the very few Audi certified body shops in Richmond). After completing the work, to my satisfaction I picked up the car and went out of town. A little over a week and a half later, when I returned I noticed scratches all over the roof of my car. An area that they had not worked on. I took it back to the shop and was treated very unprofessionally and aggressively by Stuart. He said he would try to help me out by "buffing it out " but that would not assume any liability since I picked up the car 11 days prior. I asked him to check the mileage to see that I have not use the car much since I picked it up. He told me that it didn't matter and he didn't need to check it because it is still been too long. I found that interesting since, when I called him before I came in to tell him about the scratches, he told me he was leaving at four and maybe I should come in after I completed my next trip out of town.Bottom line, WBC does not take care of cars in their possession, are unprofessional, do not care about the quality of what they return to their customers and should be avoided. read more

DO NOT USE THIS COMpany! Took our car which had been in an accident to this company. Repair took 6 weeks, two weeks waiting for some of our insurance company payments which were sent directly to the company to clear. We had a $5,000 check to give them, also insurance.We were paying for a rental car while they waited for a StTe Farm check to clear. Wouldn't take routing numbers as proof that their bank got the check. Result aggravation, more money out of pocket but we are finally getting the car. read more

I am so surprised to read the bad reviews. Yes, it took 2 months in the shop to get my car back, but that's how long it takes to repair if you want it done correctly. Do you really want something as intricate and detailed as car repair rushed?? I doubt they just sit around purposely keeping a car longer than they need to. That wouldn't make any sense for them financially. I'm giving them 4.5 stars...The ONLY gripe I have is the front desk. Rarely is the phone answered, and my insurance company and I would have to call repeatedly, sometimes 5 times in a day before the phone would get answered. Hire some receptionist help and you all will be great. The shop did excellent work. My car looks brand new. It is immaculate, and runs beautifully. You can't even tell the car was in an accident. My POC, Lawrence, was very communicative, timely, reassuring, helpful, and went out of his way to keep me updated, sending pictures of the progress and detailed emails. If you have been in an accident, and understand you need realistic expectations of how long it takes to repair, this place is fine. Their customer service is excellent, and as far as I can tell, the work is superior. read more

This was the absolute worst experience. The first red flag should have been when I dropped off my car and they called me an hour later to ask if they had my car. I took my car in for two very small dents and it took almost SIX weeks. Rental cars are $500 a week so a repair that should have cost me my $200 deductible cost me thousands because they took their time and dragged their feet. They had trouble getting the supplement approved with my insurance and they blamed them but it turned out it was Jonathan who did not submit the claim correctly. He swore he did and very quickly put the blame on the insurance. Jonathan was rude, condescending, and has a very hard time telling the truth. He claimed he can only email you so when you call don't expect an answer or return phone call. My insurance had to call their shop multiple times to get things straight and each time they spoke with Jonathan they always came back to me and said how rude and unprofessional he was. After the repairs were complete, they held my car from me. They claimed they could not release MY car even when the insurance said they would send a draft of the check they had mailed as proof of payment. This is the only auto shop in the area that does this. Finally, I picked up my car and one dent was STILL THERE. Apparently, they outsource their paint less dent repair and Jonathan was very quick to blame that company. He then ended the conversation with saying it wasn't going to be perfect and I could go to my insurance company if I wanted them to fix it. The employees (besides the two sweet front desk ladies) are incompetent, unprofessional, and careless. DO NOT waste your time, money, or patience with this auto shop. read more

1. "We won't be able to match the color of your car." (Paints it anyway.) 2. "We can't come to an agreement with the insurance company on a price." (I'm out of pocket for an accident that wasn't my fault.) 3. "We didn't break that, your car is old, sometimes things just break." (Last ones to take the car apart: West Broad Collision.) Bummed that I went to this shop on the recommendation of Bimmer Rescue. Will not be coming back. read more

If I could give them 0 stars I would. The owner Eddie was really rude to my mother and I.

I highly recommend West Broad Collision Center for your car repairs! You will always be greeted by a friendly face as soon as you walk in & Margaret is always very sweet & helpful! My car seems to attract wildlife to hit so I'm a frequent flyer for car repairs & they are beyond great! read more

Not going here again. I used this place twice, for two different fender benders where cars had backed into mine. The work they did was fine the first time. The second time, they didn't see all of the damage, wrote the estimate wrong, and after showing them what they missed, they sent me home with the car and had to keep calling them to see if they had gotten the part in. It's been a month now, and I ended up taking my car somewhere else to have the final repairs done. As far as I know, West Broad Collision Center has still not gotten in my replacement part. If you do take your car here, be aware that there is no sense of urgency and they are very passive about ordering and getting parts (this was the case for my first and second times). They have no hesitation telling you your car will be ready in a week and not finishing it for two weeks. It was very strange how little they seemed to care about when they said they would finish things. I do think the work that they do complete, in whatever time frame, is good quality work. read more

West Broad Collision Center I been dealing with West Broad Collison for years and never have I ever expereinced the treatment that I'm experiencing now. They had my car every since September 17,2020 and today is October 29th and I still don't have my car. It's been insurance issues and West Broad Collison issues. No one wants to take the responsibilites for their part. I'm the one suffering for everyones mistake and that's not fair to me. They charged me for a part twice and the insurance company caught it once I sent them the invoice that West Broad Collison sent me. Now they're stating that they won't release my car because of a credit on a part that I don't have. It's a part sitting in their shop not on my car. Is it my fault that they ordered a part and it's wrong or don't work send it back you have a receipt. I was sent this invoice weeks ago so why is it now you just realize that i been charged for the part twice really. Why is it that West Broad Collison sublease the jobs they do in the own group and charge their customers extra to do so. Covid is here get over it. This is the new way of living. Everything is virtual now. West Broad Collison is not doing virtual so people can get their car in and out of their shop quickly. Instead of saying we not doing virtual and we not using our personal phones to do so. I understand not using your personal phone but this is a business and a big business I may add. Business has to do things differnet now and not what was done in the past if they want to stay in business. Business are trying to keep customers not lose them. At West Broad Collison Stewart Hendricks can care less about the company or customers needs. I'm so glad this not his company because he wouldn't have it long. Stewart Hendricks has a very nasty uncaring attitude for his clustomers and the problem is he's the manage sadd. He is representing the company horrible. Eddie Kennedy telling me one thing and Stewart saying something else. They can't get their stories straight and it's unfair to their customers. I don't recommend this company to anyone. If you need repairs I truly suggest that you go else where. At first I thought it was the insurance company but once I started talking to Eddie Kennedy and that rude Stewart Hendricks I'm learning it's the company also. If a company send a invoice they can see what's on the invoice because they made it so they should know whether they used two or one of something. If you used one why try charge for two then hold me responsible for your mistake and not want to release my car when I have the money. They do not have good ethics with them. The only good part of their company that i can see is their front of house. Everytime I called Ms. Tequoria Ward was always on point no run around. I spoke with a few others also but mainly her. Mr. Larry Paige if you want to keep a business I suggest you tighten your leadership up. Your leadership unprofessionalism is going to cause you to lose a lot of business. I'm just a start. I'm going to make sure I spead this to every one I can that I can. So this never happens to anyone else. read more

Brought my car here after a horrible repair elsewhere. I had a scratch on my door and the other repair shop had done an abysmal job matching the paint color in addition to being a totally sloppy job. WBC did an amazing job fixing the botched repair. It did take a couple days longer than originally quoted but very happy with final result. read more

The term disappointed is too kind of a word to describe West Broad Collision Center. The communication on your vehicle is almost nonexistent. The delays for the car repair are ongoing and range in variety from employees fighting on the job and being dismissed as a result of this. meanwhile, my car sits and waits for a technician to be assigned to the tasks. The whereabouts of my vehicle was unknown until I informed West Broad Collision that Audi had returned the vehicle to them the day before. The lack of interest in communicating with the insurance company is an unprofessional practice of West Broad Collision. The West Broad employee informed me that their company is the only collision center in Richmond that requires a COD to release the car back to the owner. holding my car hostage while complaining about previous customers is not good business practice. just an awful experience, they are hiding behind the name West Broad but really should be The Inefficient Collision Center. avoid this shop if you value good customer service read more

I went to repair my car after a hit and run after being told by my insurance that they wouldn't cover the cost. Glenn at West Broad Collision Center informed me about UMPD coverage and when I called my insurance back asking about the policy it turns out they could cover the damages! My car was fixed in a timely manner once everything was sorted out between my insurance company and them. I'm very happy with their work and the customer service, Cheryl at the front desk communicated very quickly. I also felt safe in their office with a sectioned off space between me and the front desk, masks on, hand sanitizer available and sanitized pens. I recommend bringing your car to them! read more

Avoid. Bad. Car was filthy, lights were not fixed, scratches still on the car. Heard lots of yelling among employees about poor work. Wife was crying. They had issues with insurance and held car hostage. You either pay in full or they keep your car. read more

We have had a terrible experience with this company. It has taken an enormous amount of time to repair damage to my husbands car. The communication between them and the insurance company has been ridiculously poor. The insurance company was so fed up with them that they attempted to revoke the rental car before the car repairs were done. I should mention that someone else hit my husbands car which caused he repairs. During the repairs, they placed tape on the non affected side and ripped the paint off. Now we are "responsible" for the repairs (over $800 worth) because there was a "previous bad paint job" although this car has never been in an accident before. After several conversations, my husband asked to speak with the manager. He refused to call and asked that he come in. I then went in (as if I have time to come to him) and the manager Stuart is probably the rudest person I have ever encountered. Not only was he not willing to work with us, he started the conversation with "what do you want?" Needless to say we will seek other services should we ever need this again. read more

Something is a bit sketchy about this shop, if not all shops. I wanted to make sure my frame wasn't bent, because I wasn't so confident with the shop I used., I even offered to pay. I was told that they don't check other people's work. It must be some unspoken secret between body shops. Just doesn't make sense! A paying customer turned down because of some secret rule. I guess that would make them all shysters. I don't and wouldn't trust or do business with shady business practices like this. Just my honest opinion read more

The work they did was great in some spots, but just a little sloppy in others. HOWEVER...between my insurance company and West Broad Collision, my car was in the shop for 2 months after it was hit. Each side changed their story and let the car just sit there for long intervals. When my insurance company finally approved all of the work, it took weeks for WBC to finish my car. As another reviewer noted, they will happily tell you you car will be ready and then change the date over & over again (with many excuses to match). Obviously, I cannot blame WBC for everything in my case, but the endless excuses are the reason for my rating here. My car needs some body work again and I am definitely looking for another place! ------ Update: Another reviewer seemed to suggest that my car did not sit there for long periods of time with no work done. This is indeed the case as I went back to physically check on my car during the process. No real work was done for two months as there was no insurance payment made. This body shop never fought to fix this. I did. I have had body work done on my car twice since this incident. Both times at Rick Hendricks Chevrolet. Efficient communication, quick paperwork and no issues there. read more

If it were possible to give negative stars, I would. Took my vehicle there after my accident. They missed several things and instead of keeping my vehicle the 3 days they expected, instead kept it SIXTEEN days. When I went to pick it up, they informed me that my drivers side window was no longer working but this, they said, was a coincidence. Funny that it was working when I took it there. They refused to take responsibility. The assistant manager, Raven, was rude, unprofessional, and condescending. She has NO PLACE in a customer service position. I will NEVER take any vehicle back there. read more

Poor communication with manager. Has been paid by insurance company for partial work done to vehicle but refuses to refund $$ for parts they ordered but I don't need. Said I needed roof moulding that was damaged by hail but there is no visible damage to moulding . read more

Not impressed. A tree fell on our brand new car after we had it for month. Our car was towed to West Broad Collision Center in mid-July. It wasn't finished until mid-September. The car was not totaled. When we picked up the car, the outside body work looked great. The inside was filthy. Upon closer inspection there were stains on the seats and seatbelts. There was debris in the air vents and cup holders. There was black sticky stuff on the windows. The floors were dirty and there was dirt and dust all over the dashboard. There was rust in the door frames. Our brand new car had been tarnished by inconsiderate workers who took no responsibility to clean up after themselves. I keep my car very clean and was shocked at the lack of respect and professionalism shown by West Broad Collision Center. read more

I came here once for some hail damage repair and was pleased with the results. However, their customer service is not so great. I came here recently to get an opinion for a repair to my back bumper and was told that I would need to pay close to $2,000 even after my insurance kicked in. They were not empathetic to my needs and made me feel like there were not a lot of options. I suggested alternative solutions but was still made to feel like my opinion did not matter and that I had no clue what I was talking about. Yes, I was pleased with my results the first go around... but it really comes down to making the customer feel appreciated and understood. I am young and don't have much car knowledge so I'd like to have that taken into consideration, which I feel was not the case this time. Not sure if I will be coming back read more

First time going to west broad collision center to fix my car, The services was great and I love the work they did on my car.

This is not my first bad experience with this body shop, but by far the worst experience I've had with this shop or any other shop I have been to. I called to take my car into the shop, I asked what day I could drop my vehicle off, the lady stated that I could drop off at any time but unfortunately they would not be held responsible for it until the day they schedule the service for. Okay that is fine.... So I scheduled to bring my car in, I emailed both of the insurance quotes to Margaret, they were attached to the same email. I took my vehicle there, they stated the damage would be fixed in a week, which seemed reasonable considering I had a small dent on each side of my vehicle and the bumper needed replacing. They called me back two days after my scheduled drop off date to say Sorry the amount approved by your insurance was not enough so we need to get an approval. That was left on a voicemail, so I called back and emailed, no response through email and I was never given a reason to why it was going to be a higher amount. I emailed for a week, and nothing, I called again and received half answers. I then kept calling because they had my vehicle for two weeks at this point, to find out a pick up date/time. No one knew anything I was told I would receive a call when it is completed.... still nothing a few days later.. So I called back and they said it will be completed tomorrow, I told them I had a business trip on Friday afternoon, they said it will definitely be completed and I will receive a call. Thursday came and went, so Friday I called, The lady said it is ready... but the amount is such and such... well that was about$2,000 off from what my insurance had said it would be. I questioned it, I was assured all the work was completed, that the bumper, and sides were finished and could come to get my vehicle. So I took off from work, drove down to the shop, she had me sign papers then gave me the keys. No one went over the work completed with me, or came out to the vehicle. As soon as I walked outside, my bumper was still a complete mess.... had not even been touched and that side of the car was still not done. I walked into the office, she looked at me and I stated the work was not completed. I told her the entire side and bumper was not even worked on. They said oh you didn't tell us about that side or the bumper and we didn't get the insurance quote. I said yes Mam, I sent it to you in the email together. I didn't get an apology or an explanation. Infact the manager came out to get my keys and I asked how long this work would take and he simply walked away from me. The lady at the front desk said 3-4 days. A week went by, I called to get an update.... Your car is in quality control, Okay well when will it be ready? The manager then told me again, we will call you. I waited two days, called back and they said your car has been done for days. I said well I never received a call from anyone, there was no missed calls or voicemails. Once again no apology nothing. So I went to get my car..... Stuart said hey, whats wrong..... we said oh this has been a horrible experience.... he did not ask why? or what can we do for you? nothing he simply stayed in his office and acted as if I wasn't even there or even that my business with this shop mattered..... No one offered to come look over the vehicle, I was simply given a folder with paperwork, and that was it. To be honest I would not rate this shop at even a One star anymore. This experience and lack of giving a two cents about their customers has made me and others decide to never use this shop again for anything. Raven was the only person I dealt with throughout this experience that was friendly, caring and just made my visit a little more pleasant. My vehicle was at this shop for a total of 5-6 weeks for a job that I was told would be a week, and my headliner in my vehicle is also dirty from where they took it out to get the rails off the top in order to paint. read more

They were horrible!!! Zero customer service. My estimate was for 3 days and it took 12. They said it was because of the insurance adjuster, but no one called me (not once) to let me know what was going on. When I called them (several times) it took them forever to get back with me, sometimes the next day. The insurance adjuster said that he had the same issue, no one would call him back. When I finally picked up my car, I thought that someone would apologize for the confusion and inconvenience, but I guess that was too much to ask for. The work seems okay, being that the repairs were minor in the first place. I wouldn't recommend this place to anyone. read more

Do NOT get your car repaired at West Broad Collision. Take warning at all the 1 star reviewers on all the other sites. Their 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 Hendrik. PLEASE, save your time, money and energy and find another body shop. read more

Took my 2008 Honda in per West Broad Honda's (WBH) requirement to fix a manufacturer's defect in the car's paint (WBH required work to be done at West Broad Collision Center (WBCC)). The employees at WBCC were neither nice nor rude, which was fine. The car was repaired within the time-frame WBCC stated upon dropping my car off there and the car looked pretty good. Again, the personnel there were neither nice nor rude (minimal talking). All in all, wasn't a bad experience, but wasn't outstanding. They did the job and I have my car back. read more

If I could give them no stars I WOULD. I sent my car into them for a service that initially costed less than $200. I took my car in to fix my passenger seat side mirror because i scuffed it lightly when driving into my car garage. It was minor but my car is new so when they estimated less than 200 I was happy to sign my name on the dotted line. I have a 2014 VW passat. They claim to be a certified VW collision repair center. They even have the plaque on their front desk claiming it. However, when they went to fix the shell over my mirror they BROKE my MIRROR. They made me pay for it and they weren't apologetic in the least. I have never sent my car to a collision center and had them break something that wasn't initially broken. The only reason why I went with them in the first place was because they claimed to be VW certified. Well unfortunately being down the hill from a VW dealership and probably handling tons of VWs still doesn't certify that they know how to gently take apart items. This mistake on their part costed me 100 dollars more ending my total to 270 dollars when it was initially 170. If you break something you should fix it. I'm not done with them and plan to take further action. Stuart and Ed suck at customer service. I wish I would've spent the extra money to buy my car from Priority VW because they prioritize customer service. I called Mark parham, the manager of both the collision center and the dealership numerous times and left a message and he never got back to me. Don't worry Mark I'll see you soon since you don't like to answer your phones. I intend to seek justice if for no other reason than the horrible customer service. Go somewhere else if you want to get your car fixed. I called numerous other collision centers to see if this was a fair practice and they all agreed they would work with the customer in a personal pay situation if this occurred. I will never take my car here ever again. read more