Russell & Smith Collision Super Center

The last thing you want to deal with after someone hits you is bad customer service. You have already been inconvenienced with the accident/​rental car/​waiting on insurance to get it together. So, don’t take your car here. The service was all around horrible. I was told my car would be ready Friday, then it wasn’t ready until next Tuesday. When I got there, Daniel took his sweet ol time getting to me. I saw him walk back and forth at least twice and he was told I was waiting. He was not even helping another customer. Rude. Then, if he was my rep, shouldn’t he have looked at my car before I got there and noticed three issues with the paint job? He did not, and then wanted me to wait longer to buff it out. If you get stuck with Daniel, ask for someone else. Or better yet, go somewhere else. Front desk was half decent, one lady was rude, the other was nice.

I had my vehicle serviced here for an accident, it took over a month to fix it when I was told a week then they got wrong parts, make matters worse I left my car charger in there and when I go to pick up my car, my charger cord is gone. So it seems someone decided to barrow the cord to charge their phone and decided to not put it back, also when I leave my check engine light came on and when I brought it back, 10 mins later they said there was no light. Drive off again and there it is again, they just turned off the light.

After my car accident on Sunday, October 5^th, I took my car in on that Monday, October 6^th. The original estimate was to have my car ready by the end of the month at the very latest. Needless to say, I was very surprised and frustrated that I could not pick up my vehicle until the day before Thanksgiving. Between incompetence with requisitions and ordering and the most severe case of indifference I’ve ever seen in any dealership and automotive group, It was a few days short of two months before I had my vehicle back for the first time.
Of course, my nightmare does not end there – it was just beginning. The day after Thanksgiving, when I had to defrost my front window, I was showered in glass shards that had not been cleaned out of the vent. Two months after that stinging shower, I was still picking glass shards out of my finger when I dropped something below my seat. Of course, after they shoddily cleaned out the glass and returned my car (and I had to run the vents with safety goggles on and then vacuum out the glass that was still everywhere), I expected the saga to finally end.
Unfortunately, the first time I got up to speed on the freeway, I was disappointed by another instance of lazy, indifferent and shoddy workmanship. I was surprised by a loud flapping noise on the outside of my car and the sudden rush of wind noise that overwhelmed my radio. On the drive back to the collision center, the thumping appeared on the other side of the windscreen. It turned out that Russell and Smith had replaced my windshield and then simply pushed the old window moldings into slots. These are not meant to be removed and replaced, so of course they immediately flew off as soon as they encountered substantial wind.
Thankfully, all hands were on deck as I did not yet need to get into the fourth rental car, and the seals were allegedly replaced right away after I took my car in. Imagine my exasperation though, as now, halfway through December, the window moldings popped off as I merged onto the freeway and my radio was drowned out in the rushing wind-​noise again! Unfortunately, I had to travel for the winter holidays so it was not until the first week of January that I hopped in the fourth rental vehicle and returned the next day for my vehicle.
Throughout this whole process, I had been driving myself to the collision center, traveling along the freeway during rush-​hour traffic, fighting to make it before the ridiculously early closing time of 6:00 p.m. What irked me most about that timeline, beyond its general inconvenience, is that while I was in the fourth rental, Jeff, the estimator handling this entire process, rudely insisted that I fill up the rental with as much gas as it started with. Understandable if this were my first rental, but demanding that I leave my office early just to put a dollar’s worth of gas into a vehicle at the height of rush hour while I had wasted countless gallons of my own gasoline driving to and from the body-​shop without any consideration on their part just reflected the holistic experience of dealing with Russell and Smith.
When attempting to work with Kevin, the shop manager, to address how my nightmarish, four-​month ordeal could be addressed by the company, he initially seemed cooperative. However, when I reminded him of all the particular points that had been delayed, dismissed and mishandled by him and his team, he quickly became defensive and resorted to blaming me, saying that I had «chosen to get into an accident.»
Getting hit by a drunk motorcyclist who went through my windshield is something I never would have «chosen to do,» and never would have wished on anyone, even on people as indifferent, sluggish and abrasive as the staff and management at Russell and Smith.
If you have any degree of choice for where you take your car for service and repair, I implore you to consider any other option, no matter how much farther it may be. You’ll be glad to save yourself from a lengthy and trying ordeal.

I have had repairs 3 times at this repair facility on my 2005 Honda Pilot. The last time, I was not satisfied — not in major items, but minor items that just grated on my nerves, like not being able to lock/​unlock my rear hatch automatically after it had to be replaced & having the gas cap fall off & roll under the car because it was not re-​attached correctly. I called & was told I could only bring the car in on a weekday and, since that didn’t fit in my schedule, I sent an email to Mark Rehkopf, Vice President, outlining the issues I experienced. He forwarded the email to the Collision Center Manager, Kevin, who called me (twice, when I forgot to return his first call) and arranged for me to bring the car in on a day convenient for me. Kevin took the time to listen to the issues I presented, he showed me areas where R&S would do investigation and explained other items where I was not correct. He was extremely pleasant and reasonable. I left my Pilot there at 8:00 and when he called me back at 3, he explained what they did and then told me that I would find my Pilot detailed with a full tank of gas at 4:30. Guess what? At 4:30, I drove up, picked up my key, got in my very clean Pilot and drove home a very satisfied customer. I am so happy and plan on buying my new Pilot at Russell & Smith in the very near future! This is the best customer service I have ever had!

Very pleased with the service I received at Russell & Smith. I had another person rear end my car and this facility was on the approved insurance list. The initial estimate was done while I waited. All of the staff were friendly and accommodating. I hope I never have to go back to a body shop but if I do I would not hesitate returning to Russell & Smith Collision Super Center.