AW Collision of Franklin

Likely to Recommend - 5.0/5.0 -

We tell everyone who asks to utilize your services.

Repair Quality - 5.0/5.0 -

AW Collision has consistently provided exceptional care and service to our family over the years. During what is often a stressful time following an automobile accident, their team is always kind, patient, and reassuring. Tiffany, who manages the office and handles calls, is incredibly knowledgeable, organized, and attentive—she truly keeps everything running smoothly and makes each interaction seamless. The entire team consistently goes above and beyond to ensure both quality workmanship and efficient service, and their dedication does not go unnoticed.

Customer Service - 5.0/5.0 -

We are repeat customers due to the wonderful service we receive.

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 4.5/5.0 -

I really appreciated all the communication and professionalism that I received. The only reason that I gave a 9 instead of a 10 was because the last 3 weeks, I either received no updates or had to reach out first to get information - where previously they were updating me every Tuesday and Thursday.

Returned Clean

Likely to Recommend - 4.0/5.0 -

I would recommend them solely based in the quality of the work

Repair Quality - 5.0/5.0 -

The repair was executed perfectly. Looks brand new

Customer Service - 2.5/5.0 -

There was a staffing issue and timelines were pushed way further than I was led this is my only issue

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

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0 -

You were so communicative and kept me informed on the progress of the repairs.

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Outstanding service and outstanding outcome. I was most impressed with the consistent in regular communication by text. I will be taking all of our vehicles to this location going forward.

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

My Experience - 5.0/5.0 -

Great customer service all around. Kyle was transparent and kept me in the loop the entire time.

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 -

already recommended to 6 people already...

Repair Quality - 5.0/5.0 -

Kyle was outstanding as he always kept me in the loop from start to finish...

Customer Service - 5.0/5.0 -

Customer Servers was excellent from start to finish of my car...

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

My Experience - 0.0/5.0 -

Overall, I had a very poor experience with both the service and quality, and I would not use AW Collision again or recommend them. From a customer experience standpoint, communication and expectation-setting were lacking throughout. While I understand delays can happen, there was little to no proactive communication or clarity on updated timelines. At pickup, when I asked the woman helping me whether a side panel had been replaced, her response was that she wasn’t sure because she had been looking at so many cars and suggested I refer to the invoice. Given the size of the repair (~$17k), that level of uncertainty was surprising and disappointing. Additionally, a crack in the rim we had discussed at drop-off was not repaired. When I brought it up, I was told it had been forgotten and that she would follow up with insurance for a supplemental payment. I have yet to receive any update. Finally, while I should have checked more closely at pickup, I noticed once home that the back seats, armrests, and floor were covered in dust. Overall, this experience fell well below what I would expect from a professional collision shop.

Likely to Recommend - 0.5/5.0 -

I would strongly recommend folks not use AW.

Repair Quality - 2.5/5.0 -

Overall, I had a very poor experience with both the service and quality, and I would not use AW Collision again or recommend them. From a customer experience standpoint, communication and expectation-setting were lacking throughout. While I understand delays can happen, there was little to no proactive communication or clarity on updated timelines. At pickup, when I asked Marielle whether a side panel had been replaced, her response was that she wasn’t sure because she had been looking at so many cars and suggested I refer to the invoice. Given the size of the repair (~$17k), that level of uncertainty was surprising and disappointing. Additionally, a crack in the rim we had discussed at drop-off was not repaired. When I brought it up, I was told it had been forgotten and that she would follow up with insurance for a supplemental payment. I have yet to receive any update. Finally, while I should have checked more closely at pickup, I noticed once home that the back seats, armrests, and floor were covered in dust. Overall, this experience fell well below what I would expect from a professional collision shop.

Customer Service - 1.0/5.0 -

Overall, I had a very poor experience with both the service and quality, and I would not use AW Collision again or recommend them. From a customer experience standpoint, communication and expectation-setting were lacking throughout. While I understand delays can happen, there was little to no proactive communication or clarity on updated timelines. At pickup, when I asked Marielle whether a side panel had been replaced, her response was that she wasn’t sure because she had been looking at so many cars and suggested I refer to the invoice. Given the size of the repair (~$17k), that level of uncertainty was surprising and disappointing. Additionally, a crack in the rim we had discussed at drop-off was not repaired. When I brought it up, I was told it had been forgotten and that she would follow up with insurance for a supplemental payment. I have yet to receive any update. Finally, while I should have checked more closely at pickup, I noticed once home that the back seats, armrests, and floor were covered in dust. Overall, this experience fell well below what I would expect from a professional collision shop.

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 -

This company is very professional from start to finish. I highly recommend them.

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 - 3.5/5.0

Repair Quality - 3.5/5.0 -

Communications and technology use great! However, seems like the team members get too busy and hard to communicate. I got my car and headlight adjustment is off I see shadows of things on the road. Sent the message and picture and video but I have not heard anything on what the next actions are. Do I need to go to BMW or go to the AW etc. Front spoiler was broken when they were taking it off. I actually got the issues fixed when I was dropping the car.

Customer Service - 3.5/5.0 -

Communications and technology use great! However, seems like the team members get too busy and hard to communicate. I got my car and headlight adjustment is off I see shadows of things on the road. Sent the message and picture and video but I have not heard anything on what the next actions are. Do I need to go to BMW or go to the AW etc. Front spoiler was broken when they were taking it off. I actually got the issues fixed when I was dropping the car.

Returned Clean

My Experience - 0.0/5.0 -

Bad communication, not done in a timely manner, went to pick up the car a week “after it was ready” and got there and wasn’t near ready. Not totally satisfied with the hood they had to blend in. Wouldn’t do business with this location again.

My Experience - 5.0/5.0 -

Friendly, caring people who know their stuff.

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Great people, incredibly professional, excellent communicators, everythign looks brand new!

Customer Service - 5.0/5.0

Returned Clean

My Experience - 5.0/5.0 -

Absolutely fabulous! Kyle led his team to provide service one dreams of. With a short timeline and collaboration with the dealer, the work was completed in a very professional and customer focussed manner. Communication was super to not only me, but the dealer and a not so engaged insurance adjuster. Thanks all. Would definitely use again and would refer others.

My Experience - 5.0/5.0 -

Everyone was good to work with. The work done was of high quality. I would highly recommend AW.

Likely to Recommend - 5.0/5.0 -

Highly recommend

Repair Quality - 5.0/5.0 -

Everything went smoothly.

Customer Service - 5.0/5.0

Returned Clean