Riley & Sons Collision

Dustin Fuller

2 weeks ago •

Let me start off by saying I rarely write review, especially negative ones because I've worked in customer service my entire life and I know the negative impact that it can have. However, they keep asking for my feedback so here it goes. We have taken 4 cars to this location and while probably not a ton of money we have spent (through insurance) roughly +$20k with Riley & Sons. The previous 2 cars, a 2007 Rav4 and a 2008 Lexus 400h the communication wasn't great and there were some issues, but will still came back because they did decent work on both of those vehicles. On April 15th my wife was driving through Ingalls when her car (2022 Rav4) was stuck by a rock that came from a town employee's mower. We decided to take the car to Riley & Sons for the repair. The majority of the damage was done to the trim piece and the door panel was dented underneath on the passenger side (pic attached). We dropped the car off the next week for an estimate which was approved and repairs were made. We received the car back on May 3rd and everything seemed fine. A month goes by and we notice an issue with the paint on the trim piece. My wife takes it back on June 4th and they agree to fix it, but would need to be schedule on another day. During this time my truck (2022 F-150) was backed into and when the other drivers insurance company asked who would be making the repairs I reluctantly said Riley & Sons. They did the estimate on June 14th and it was approved by the owners insurance for the repairs ($2,122.20). On June 17th my wife takes her car in for repair and gets it back the same day with the trim piece fixed but now there are pin holes in the door paint (pic attached). They suggest using touch up paint to cover the holes... Completely unacceptable. So they had to schedule another date to bring the car in for repairs. We drop my wife's car off on June 24th with the expectation of maybe a day to get it back and we dropped my truck off on June 25th with the expectation of maybe a week. On June 27th, my wife's car is finally ready for pickup and upon arrival I notice black marks all over the trim piece that was the main reason for bring it back on June 4th. I also notice that the bottom panel of the door is rough, like it has overspray on it. Every other panel is smooth but this one. I point all this out to Leesha and she takes it back in to be looked at. After 10-15 minutes they bring it back out with the black marks removed from the trim, but she says there is nothing they can do about the rough surface of the paint on the lower part of the door. Honestly, we were so tired of dealing with them at this point that I just accepted it with the overspray. Leesha gave us a $25.00 gift card for our troubles which was comical at this point. During this same week they called and said more damage was found on my F150 and they were going to have to get approval from the insurance company to get the additional repairs made. The new estimate was $4,115.21 which was almost $2,000 more than the original estimate. I finally got my truck back on July 12th, 2.5 weeks after dropping it off. (this was just a lower chrome bumper) Through all of this on both vehicles the communication was poor at best. They rarely initiated communication, it was almost like Tuesday was their only day to communicate an update. When you call them for information Penny at the front desk had no clue what was happening with the vehicles and would have to go find Leesha for help. We called and left a VM for the GM to call us back which never happened. In summary there are certainly better options out there for repairs from companies that take customer service seriously. If you have a need for repairs I would look elsewhere.

Buddy

5 months ago •

Amazing experience repairing my truck. Leesha, Dan and the team at Rileys made the experience so easy and informational. Updates were awesome and timely. My truck looks brand new!!!

Jonathon Roller

2 weeks ago •

My wife was involved in an accident where the entire back end and rear fenders had to be replaced. Riley & Sons completed the repairs in their projected time frame, provided regular updates, and the work was fantastic.

Dustin Weir

a year ago •

Riley and Sons did an amazing job on my suv was even done a few days sooner than expected. Would recommend to anyone looking for collision repair

Stephen Bemish

5 months ago •

Great experience! This is a really well organized team doing their best at a skill they've mastered so well! Eric was perfect at explaining the steps needed to make my truck like new again! Thanks Everyone!