AW Collision of Franklin

My Experience - 5.0/5.0 -

Very pleased with AW Collision! Matt was great - always responsive and helpful when I had questions. Hank was great and did a wonderful job repairing my vehicle. I really appreciate the attentiveness and professionalism I was shown, and the excellent repair work done on my vehicle. Thank you so much and I will certainly recommend AW Collision to others if the need arises.

My Experience - 5.0/5.0 -

Car looks great. I can’t see any issues. Service and communication were great

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 4.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 4.5/5.0

Returned Clean

My Experience - 5.0/5.0 -

Awesome shop that needs to be in your network. They are the only BMW authorized center in middle TN and BMW owners should have access to experts. Their service and professionalism were second to none. Excellent communication along the way. Truly an exceptional experience for me.

Likely to Recommend - 5.0/5.0 -

Already have!

Repair Quality - 5.0/5.0 -

End to end a fantastic experience. Body damage is the last thing we want to deal with. Y’all made it easy and pleasant.

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 5.0/5.0 -

Nothing but good things to say about the repair and the responsiveness of the team.

Repair Quality - 5.0/5.0 -

Matt and Greg McNeil were great to work with. They responded to my repair inquiry within an hour and got me in to get the repair done within 24 hours. Very smooth and easy to work with. Really appreciate it.

Customer Service - 5.0/5.0 -

Great responsiveness

Returned Clean

Likely to Recommend - 4.5/5.0

Repair Quality - 5.0/5.0 -

I felt the team, Matt in particular, took the time to listen to my car troubles and acted accordingly

Customer Service - 5.0/5.0

Returned Clean

My Experience - 5.0/5.0 -

They are more concerned about perfection than I am. I love that.

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

They are car rock stars! Plus really nice folks.

Customer Service - 5.0/5.0 -

Super nice, friendly, caring humans.

Returned Clean

My Experience - 5.0/5.0 -

We appreciate the quality and thoroughness of the repairs. Excellent communication.

Likely to Recommend - 0.5/5.0 -

It was all good, until it wasn't. There are unresolved billing irregularities that greatly concern me. I was given an estimate with a follow up text confirming the pricing and my financial responsibility. I paid this amount, signed over my insurance checks, and took possession of my vehicle. Additional estimates with significant revisions were sent to my insurer after I took delivery of my car. Two different final bills were created, neither matched what I was charged. The second "final" bill was ~27% higher than what I was charged when I picked up my car. I suspect (but don't know for certain) that I was never meant to see these "final" bills. The final bills have significant differences in work time, part pricing, and sublet work. I have no idea which bill, if either, is correct. Some sublet work, which was a good part of the first "final" bill, was completely deleted from the "second" final bill. Was this work ever done? If not, why was it on the first "final" bill? If it was done, why was it deleted from the "second" final bill? I now question the truthfulness of AW Collision's representations as to what was fixed, the hours needed to repair certain parts, what was sublet, and what parts were used (OEM vs. aftermarket, new vs. used, etc.). I don't want to deny AW money if it is actually owed, but I'm holding my last insurance check until these issues are resolved. If this is insurance fraud, I want no part of it. Given these irregularities, I cannot in good faith recommend AW to a friend or colleague.

Repair Quality - 4.0/5.0 -

Repair looks good. There are issues (described later in the survey) that cause me to question what I really received.

Customer Service - 2.0/5.0 -

The people were great -- at first. Everyone was nice, especially the front office folks. That said, there are unresolved billing issues that give me great concern regarding the integrity of the process.

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 4.5/5.0 -

Good job

Customer Service - 4.0/5.0

Likely to Recommend - 5.0/5.0 -

This is the second car you have worked on and I have been well pleased with both.

Repair Quality - 5.0/5.0 -

Very pleased with results and Matt and Tiffany kept me informed all along the way.

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 4.5/5.0

Repair Quality - 5.0/5.0 -

They did great work, I’m very happy with it. The only issue we ran into was my insurance taking forever to authorize stuff which made the process take longer then expected but thats outta anyone’s control

Customer Service - 5.0/5.0 -

Gave me clear updates and was easy to communicate with

My Experience - 5.0/5.0 -

Entire staff was great to work with from Greg McNeil getting everything handled at the dealership to staff at your front office the guys you did the repair. Flawless

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Entire staff was knowledgeable, polite and my car looks better than ever.

Customer Service - 5.0/5.0

Returned Clean

My Experience - 5.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean