Volkswagen Certified Collision Repair Program

DO NOT GO HERE, had to pay $2,575 for an estimate!

They will screw you over! I would give ZERO stars if I could.
3/19/18: I came to SW collision and informed Terrell about interest in services which was only an estimate to fix my bumper and that I DON'T want to fix the car.
3/21/18: Was when they completed the estimate.
3/22/18: Was when State farm came to look at car provided estimate, which was when I informed SW collision I wanted to come get the car and pay out of my own money.

They told me that they needed to get paid by State Farm, and for me NOT to contact them as it will prolong the process to obtain my car. I called them 12 from 3/21/2018 to 4/6/2018, to check on getting my car. They were holding my car to charge me for "storage fees ($110/day)," even though I was ready to pay for it on 3/22/2018. They gave me my car back in SHAMBLES, as seen in the photo in my profile. The total I should have paid only $705, which included: 2 days of storage $110/day, $300 for 6hrs of labor and $295 for "vehicle loss process," but I had to pay $2,575! I asked for a refund, they admitted to fault and offered me $330 and when I declined they offered me $400 and asked me to sign a letter of acceptance, which I did not. They didn't put my bumper on correctly and it fell off immediately, took apart my trunk and convertible and didn't put it back together; now my convertible is not able to work appropriately.

I had my 2015 Audi A8 repaired there after a small parking lot mishap. They literally took care of everything and Brian took incredible care of me. From arranging for my rental car to getting the repairs authorized through the idiot that hit me insurance company ( yes he fought to get the car repaired correctly with factory OEM parts ) to flawless communication through the entire process. When the car was delivered it was cleaner than when I picked the car up from the dealership.

It was one of the BEST costumer service experiences that Ive ever encountered..

AND.. The repairs were flawless.. Brian, your team is amazing!

Thank you

John Smith

Have had two vehicles repaired here. Top notch and certified with most manufacturers. Best place I have been for body work.

This review is only about the lack of communication. I was told my car would be done today and it was not ready. I called the day prior to arrange a way to pick it up but was not called back. I have missed an hour of work and now have to figure out how to get my car since I am driving another one. Probably wont even be able to pick it up until next week. All I ask is that someone could have called me this morning and let me know it was not ready. But then again I could have called when I left at 740am. I hope this review helps improve any future communications with any customer. P.s. they do a great job on repairs. I've seen the work on my car but just not happy with the communication. I got the car back and it was repaired very well.
After we were all on the same page things went well.

Tldr: they missed promised deadline after deadline without any excuses, they didnt start work until 2 weeks after dropoff date. I run a fleet of cars. Just had a repair done at autonation. They were on budget and on time :)

Now to review of Southwest Collision:

I run a fleet of car along with others in a large car sharing platform. Together we have hundreds of cars in the Tempe area and would have been able to provide a large amount of business. Unfortunately, they have done nothing but miss promised deadline after deadline. I stressed the importance that this is a commercial operation and things need to be done on time as I have renters waiting for the car. I was told we would have a 3 day turn around and that parts would be ordered before I dropped off the vehicle. Here is the timeline of what actually happened. You decide for yourself if you should leave your business here.

Day 1. Monday. I drop off car with chad. Work should have started but it didnt. 16 hours out the window.

Day 2. Techs make official check in of car, because they forgot to on day one. This is the day they have marked in their calendar as the day it was dropped off, which is impossible, because I was in another state on this day. Work should be almost done. But hasnt started. Another 16 hours of work out the window.

Day 3. 4th of July holiday.

Day 4. Due date for repairs and for car pickup. Southwest makes FIRST contact with insurance, on the due date for car pickup. They have yet to start any work. I cant comprehend how they forgot to start on the project until the date it was due when I was told repair time would take 3 days.

Day 5. I call in. This is how I find out the previous timeline of what has happened until now. Still no work. I am told they are waiting to hear back from insurance because they finally messaged them the day prior. 1 day over budget.

Day 6 and 7. Weekend. No work.

Day 8 Monday, I am told that after 48 hours of not hearing back from the insurance company that they will order parts that were supposed to be ordered 8 days ago and proceed with repair and bill out to insurance. 48 hours passed. No parts ordered. No progress started. 3 days over budget.

Day 9. Tuesday. No parts ordered still by southwest collision because by now you can see their reliability. No work done. I call in.

I was told parts would be ordered and overnighted, spoke with the manager Mike, he apologized for messing up the whole timeline although blames the insurance company even though he never messaged the insurance company until 4 days after I dropped of the vehicle. Mike guarentees the work to be done by Friday.

Day 10 Wednesday. Nothing

Day 11. Thursday nothing

Day 12 Friday. Morning of second guaranteed pickup date. (Already 9 days over scheduled pickupdate). I call in. They still dont have the parts they were supposed to over night to them and have 2 days prior. We have now gone over the time budget by 300%. Aka 4x the expected length of repair. I am told I will receive a call back by the end of the day to let me know if I can pickup car. No call back received. Obviously. 8 days over budget.

Day 13. Today. Saturday. Nothing.

Day 14 tomorrow. Saturady. Nothing.

14 days, to replace a bumper and hood, along with a tie rod. Still not finished.

I'm going to receive some canned response from their team oh call bill because its reviews like these that help us get things done. No. Its reviews like these that help others to stay away.

Day 21. I get back from Mexico expecting it to be done obviously. We're now 600% over time budget given and they say it'll be a few more minutes to do a scan. Honestly what the hell were you doing the entire week I was in Mexico.