Craftsman Collision

I brought my outlander in on Jan 5th to have the front driver side fender replaced due to an accident, not my fault. I am still waiting for it. When I dropped it off on the 5th I was told it would be ready the following week, either wed or Thurs. I get a text message to say it won't be ready until Jan. 18th. I called today to confirm it would be ready on thurs and was told nope, parts aren't in so won't be ready until friday or even monday. I used to be in automotive and i get sometimes you have to order parts, but come on 2 weeks to replace a fender with trim. This is really pissing me off. When I call all i get is the vm saying we are now closed and this is after 8am. I leave a message and no one gets back to me. After 2 days I finally spoke to someone. I am not so sure I will be bringing any vehicle to this place again. Like come on 2 weeks to do a fender and trim. Saying the clips have to be ordered from the dealership and it takes 5 days to get them.and it has been a week.wow just wow. Not a happy person.

They accommodated a difficult request. Friendly service and always willing to help. They also seemed to be a great team, like a family

We had our 2016 Mazda CX3 in for repairs and both the service and communications were nothing short of outstanding! Sebastien and his staff kept us updated on the repairs and when they would be completed. They also made all the arrangements for a rental car for us which included pick up at Craftsman Collision. We won’t hesitate using Craftsman Collision in Colwood agin and highly recommend them to anyone else requiring auto body repair! 5 out of 5

The receptionist is extremely rude, gave me dirty looks, gave me no direction on where I was waiting, where to go, who I was to see, she took my paperwork and went back to looking at her computer and only cared about inputting her receipts, she made no attempt for any form of customer service. The dirty looks and eye rolls were enough I came here to make a review. I would never support this business if she is working there. Cancelled the work to be done and will be going somewhere else.

We decided not to have our car repaired here based on the poor customer service experience that we received from the minute we walked through the door. The receptionist was EXTREMELY rude and not the least bit friendly! For a customer service based business, the person at the front line needs to be more welcoming, and based on this alone, we decided to go elsewhere!

I would not recommend anyone trust their vehicle to this shop. Took our vehicle in to get a very minor about of damage repaired from someone backing into the bumper and fender.

After initial repairs were completed they had actually done just as much noticeable damage to the vehicle by themselves trying to repair the actual damage.

The fender of the vehicle is held on by decorative rivets, which it looks like they used pliers to pry off each one, damaging the fender at every rivet. It should go without saying a body shop should be taking every precaution to not damage something they’re trying to fix, but clearly not this shop.

Brought it back in to have the damage they fixed repaired, which was completed fairly quickly, but when I went to pick up the vehicle I could literally pull one of the rivets off by hand, and the front of the fender was loose. As once again, no care or consideration, as well as no quality control or checks took place. Clearly.

Seriously just go somewhere else.

Amazing service, couldn’t be happier with my experience. I would definitely use them again a second time.

If you are needing to get your vehicle repaired for any kind of damage done to it. I would strongly recommend that you go see Toby and his team. The experience from start to finish that I had from them was impeccable. The went above and beyond my expectations. Kudos to your team! Best, Matt

Jake did such a great job on my car after a hit and run. I was able to get a courtesy car and got my car back in no time!

After several first-hand experiences, I have to come to recommend the guys at Craftsman Colwood to everyone I come across.

After 2 separate BMW accidents dealing with Craftsman Collision is a pleasure
Toby the manager goes above and beyond
Really professional
All of the staff was great

Got my car fixed here after hitting a deer. They did a pretty good job with the fix/paint. After I had it back for a few days I noticed the hood had a rough edge and that one of my lights was loose (area where I got hit). I took it back and they fixed both problems quick and without any problems. They were very nice and did a good job overall. Thank You!

My wife had some work done on her vehicle so was lent the courtesy vehicle. First of all the vehicle was obviously not clea ned as there was a very strong smell of cigarettes. The bigger issue was that when my wife went to return the vehicle the tire went flat. Upon inspection it was found that the rim was bent and "it wasn't like that before, you must have done it" was the response my wife was given. There was no attempt to investigate whether or not this was a pre-existing condition that worsened over time. Given that the car was driven less than 20 km in two days and the only bumps that the car were driven over were speed bumps in our neighbourhood and at JDF and that the alignment was exactly that same at drop off as it was at pick up its highly unlikely that the rim was not bent before my wife was given the vehicle. $600 later and a "too bad, so sad" attitude from all, including the manager of the location, not even remotely impressed. After the way this was handled, I wouldn't be at all surprised if the bent rim was a pre-existing condition that they were aware of and were just waiting for the time when it got to the point that the tire flattened and they could put it on someone else. We were also told we could have the damaged rim to inspect when it was removed and coincidently we have not been called to pick it up yet. Will we ever get the call? My guess is no.

This is the response I got, of course with no way to contact information. Still no contact from the shop as promised during the visit and in their response. Goes to show that there is no regard for customer service.

Afternoon Dale,

Thank you for reaching out. I have forwarded your concerns to Tom Watters, Operations Manager. He will be following up with the shop.

We appreciate you letting us know and my apologies that we fell flat on delivering a great customer experience. We will be in touch with your wife over the coming days.

Thank you,
Stacey Cook
Marketing Manager

Worst customer service. No fault accident ended up costing $400. Would not give our son a loaner vehicle because he was 19. ICBC authorized a car rental but craftsman would never give us a date that the car would be finished despite contacting them many times. Then once it was fixed they never called us resulting in ICBC not paying for the full car rental. The woman at the front desk was extremely rude and thought it was funny that they had not reached us that the car was ready. We will never use them again.