Kaizen Collision Center - Midtown

My car set at the shop for 21 days before being touched, it took a total of 50 days for some front and rear damage. The front desk can be rude and only started to help once I got my husband involved to start calling them. It was nice they fixed the pain chips on my hood.

Jan 02, 2025 · Kendra .McGinnis

They fixed my hail damage. It was done two days early, which was really helpful. They did forget to plug my blinker & brake light, but that was an easy fix. They asked me to do an online survey, and I gave them a 1/10 for cleanliness because I always thought a detail was generally included & built into the price. When I went back today to get the lights fixed, the guy there was very confrontational and rude about the survey score. When I tried explaining, he just kept talking and made me feel uncomfortable. I get it now that not all body shops do a detail. If you want me to retake the survey, I can. But then you'd just get a 1/10 on the customer service anyway. I told him to have a nice day & I walked out. He kept chewing me out as I walked out the door. Sorry about the misunderstanding, but no need to be so rude. Update: the front speakers aren't working either. But I'm not going back there.

Feb 18, 2025 · Daniel McTaggart

Excellent work, very good service, they kept me informed during the process and they delivered my car a week earlier than agreed. I recommend them. Very good service.

Feb 04, 2025 · Flor Gonzalez

After getting the estimate, dropping the vehicle off, we were informed that there was a higher number of dents caused by the hail, resulting in a need to replace the entire roof. This was over a week after the vehicle had been at the facility. A replacement roof was ordered. Several days later, we were informed that the roof arrived damaged, and the shop opted to repair the roof anyway. We were put "back in line" to get the roof repaired using PDR. Over a week later, we were being told the vehicle was "still in paint" and moving along. There were a couple of scratched areas that occurred while in there, which Chris took care of very efficiently and with no drama. After getting the vehicle back, the rear wiper did not work, prompting a return visit. The rear wiper was left disconnected. The issues I see are as follows: 1. We initiated every contact about the vehicle, getting a response only at that time 2. When performing an estimate, the task of counting the dents caused by hail is fully external, not a collision issue, where unseen damages can occur. Whether the dent count is 1 or 100, it should have been accurate, and if it was an issue, and order a roof at that time. 3. The young lady at the desk did not speak clearly when we picked the vehicle up. The apparent delivery script she has delivered hundreds of times needs to be heard and understood, not like reading back my order at a drive through window. Clarity on this point is crucial not only to me, but other repairs that may have safety implications for other customers 4. The paint match and finish was factory perfect, the shine and depth of color was spot on!! Kudos to the paint and finish Tech.

Oct 12, 2024 · Don Velander

TL;DR - they screwed up and did nothing to help solve the problem but blame and excuses. I called in June, after getting an estimate and referral through my insurance company, to arrange a repair. Due to high demand, Kaizen said they could not schedule me for repairs until mid-September. While it's inconvenient to drive around with a damaged windshield and sensors beeping nonstop, I totally understand. I talked with the person on the phone about needing to get a rental car and so forth, confirmed date and time, and put it in my calendar. I received no further communication at all, which should have been a red flag, but showed up 3 months later at my appointment time to drop off the car. They ominously had no record of me in the system but went ahead and did a 10 minute estimate of repairs (their own, since they already had the one from the insurance company). Then they said that they could do the repairs in January... 4 MORE months. I was confused and - considering that I will be driving across country in November - upset about not being able to get the car fixed before this crucial deadline. At this point, the front desk, service person, and ultimately manager began stringing together excuse after excuse... it was the fault of the front desk person (who no longer works there), we would NEVER repair a car we hadn't done an estimate on so I probably misunderstood what the appointment was for, people regularly wait 3 months for 10-minute estimate appointments, etc. Lots of shrugging. I got home and went to their website, where I discovered that I could schedule this *extremely elusive* estimate appointment literally every hour on the hour, M-F, for the foreseeable future. So I find it pretty hard to believe that they honestly needed 3 months to get this 10 minute appointment on the books. So in short, they screwed up and didn't put my appointment in the calendar back in June, lied and pretended it was my fault or some no-longer-their-responsibility employee's fault, and did absolutely ZERO to actually help solve a very time-constrained issue. I arrived looking forward to getting this FINALLY taken care of, optimistic, and eager to find a new go-to shop, and left absolutely disgusted and so angry I was in tears.

Sep 18, 2024 · Kim Howe