Extremely Frustrating Experience – Poor Communication & Delays
I took my car to Wagner Collision for repairs after being booked a month out for my 3/5/25 appointment. Before the appointment, I was given a pre-estimate, but after Wagner requested a supplement from my insurance company on 3/14, I was never provided a copy. I repeatedly asked for documentation detailing what they were fixing, but I never received anything.
Initially, I was told over the phone that the estimate was around $18,000 and that repairs would take 2-3 weeks. Based on that timeline, I agreed to move forward. However, the delays started piling up. On 3/18, I was told that most of the parts had arrived and that the rest would come in by 3/19. Then, on 3/21, they told me the car had finally entered the repair phase and would be sent to the paint shop soon, estimating a pickup the following week.
Fast forward to today (3/26), and I received a call saying the parts just arrived and that repairs were only now beginning—completely contradicting what they previously told me. Now, they claim it will take another 2-3 weeks, meaning a process initially quoted at 3-4 weeks is now looking closer to 8 weeks.
When I expressed my frustration and told them I would prefer to take my car elsewhere due to the excessive delay, they refused to release my car, despite admitting they have no policy requiring repairs to be completed there. Essentially, they are holding my car hostage.
To make matters worse, the representative I spoke with today was incredibly rude, constantly talking over me and dismissing my concerns. I had to raise my voice just to get a word in. Only when I mentioned involving my lawyer did he finally calm down.
This was supposed to be a simple cosmetic repair (bumper and side panel replacement), yet they will be dragging it out for nearly two months with zero transparency. I have since contacted my insurance company and my lawyer regarding their handling of this situation. I think they are taking on more jobs than they can handle and not being honest with their repair time. Booking me a month out should have been a red flag.
I cannot recommend Wagner Collision to anyone looking for professional, honest, and timely service. This experience has been beyond frustrating, and I would strongly advise others to look elsewhere for their repair needs.
Net Promoter® NPS®, NPS Prism®, y los emoticonos relacionados con NPS son marcas registradas de Bain & Company, Inc., Satmetrix Systems, Inc., y Fred Reichheld. Net Promoter Score™ y Net Promoter System™ son marcas de servicio de Bain & Company, Inc., y Fred Reichheld.
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Initially, I was told over the phone that the estimate was around $18,000 and that repairs would take 2-3 weeks. Based on that timeline, I agreed to move forward. However, the delays started piling up. On 3/18, I was told that most of the parts had arrived and that the rest would come in by 3/19. Then, on 3/21, they told me the car had finally entered the repair phase and would be sent to the paint shop soon, estimating a pickup the following week.
Fast forward to today (3/26), and I received a call saying the parts just arrived and that repairs were only now beginning—completely contradicting what they previously told me. Now, they claim it will take another 2-3 weeks, meaning a process initially quoted at 3-4 weeks is now looking closer to 8 weeks.
When I expressed my frustration and told them I would prefer to take my car elsewhere due to the excessive delay, they refused to release my car, despite admitting they have no policy requiring repairs to be completed there. Essentially, they are holding my car hostage.
To make matters worse, the representative I spoke with today was incredibly rude, constantly talking over me and dismissing my concerns. I had to raise my voice just to get a word in. Only when I mentioned involving my lawyer did he finally calm down.
This was supposed to be a simple cosmetic repair (bumper and side panel replacement), yet they will be dragging it out for nearly two months with zero transparency. I have since contacted my insurance company and my lawyer regarding their handling of this situation. I think they are taking on more jobs than they can handle and not being honest with their repair time. Booking me a month out should have been a red flag.
I cannot recommend Wagner Collision to anyone looking for professional, honest, and timely service. This experience has been beyond frustrating, and I would strongly advise others to look elsewhere for their repair needs.