Kaizen - Frederick

Likely to Recommend - 4.5/5.0

Repair Quality - 4.5/5.0

Customer Service - 4.5/5.0

Likely to Recommend - 0.5/5.0 -

I would never recommend Kaizen to anyone. They ruined my brand new vehicle, incorrectly installed parts and refuse to reimburse us for mistakes made by Kaizen that we had to pay out of pocket to have fixed.

Repair Quality - 0.5/5.0 -

Made our brand new car dirty, cracked parts that weren’t damaged in accident, left streak marks and bubbles in the paint, installed blind spot module backwards and refused to take responsibility for it. Terrible customer service and regional manager ignores our calls and emails. Refusal to reimburse us for mistakes we had to pay for out of pocket. Absolutely horrible collision repair shop!

Customer Service - 0.5/5.0 -

Ignored emails and calls. Didn’t call us back several times. Regional manager is still ignoring us.

Returned Clean

My Experience - 5.0/5.0 -

My car looked beautiful I was directed to the Frederick location because the Thornton location no longer did hail damage I was extremely dissatisfied of the following: Communication was unacceptable I had to pay extra for my rental with no waring of that circumstance from the staff because my car had to stay longer than expected. No apology no sympathy nothing offered to ease the pain. I was in communication with someone who knows who he is and he dropped the ball multiple times When I picked up my car it was supposed to be “detailed “ Upon inspection the inside of my car was dirty/dusty and had to be taken to the back to be cleaned. I had my damages done at the Frederick location and I will not do so again. I will return to the Thornton location as they seem to have their stuff together. The one bright spot I had in my experience with the Frederick location was my correspondence with May. I thank her for that. She was /is caring and professional Thank you for getting my car back to me I’ll not recommend using this location to anyone who asks If the person I had communication with wants to contact me you have my number. You know who you are

Likely to Recommend - 0.5/5.0

Repair Quality - 2.0/5.0 -

They did a very nice job. They were not very good at communication in meetings or not meeting times they said my car would be done. They said they detailed the inside of the car. When I opened the back together the car to transfer what I had from my rental there was dust everywhere on the inside and if had to be cleaned. The only reason I came to this location was because the Kaizen in Thornton no longer did hail damage. If I ever had to have work done again I will go to the location in Thornton

Customer Service - 0.5/5.0 -

Hardly any communication or updates or follow through on promised dates of completion

Likely to Recommend - 0.5/5.0 -

Horrible customer service Horrible work

Repair Quality - 0.5/5.0 -

Won’t call back Have a run in the paint Waiting in a part still don’t have

Customer Service - 0.5/5.0 -

Horrible customer service

Likely to Recommend - 5.0/5.0

Repair Quality - 4.5/5.0 -

I'm still waiting to get called about the side mirror and getting that fixed.

Customer Service - 5.0/5.0

Returned Clean

My Experience - 5.0/5.0 -

Beautiful work! Kept me in the know throughout twice a week. Jordan is fantastic is the entire crew.

Likely to Recommend - 5.0/5.0 -

Absolutely. Speak with Jordan then relax. You are in good hands.

Repair Quality - 5.0/5.0 -

Well done. Lots of hail damage and wouldn’t know it

Customer Service - 5.0/5.0 -

Kept in the loop the entire time. Received updates and the expected time of completion.

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Good job

Customer Service - 5.0/5.0 -

Front desk went out of their way to recover my garage door opener

Returned Clean

My Experience - 5.0/5.0 -

Staff was courteous and made sure I was satisfied with the work done to my vehicle. Very professional.

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 - 4.5/5.0

Repair Quality - 4.0/5.0

Customer Service - 4.5/5.0

My Experience - 0.0/5.0 -

The repair took four months, I was not prepared to have it gone for that period of time.

My Experience - 0.0/5.0 -

While I know from speaking with Steve as the new Manager, it's important that the impact of my experience with Kaizen pre-Steve is the worst experience with a body shop I've had in 30 years. Your customer update software gave multiple erroneous messages, poor estimating caused the estimate to be double the original, poor parts verification caused multiple delays for bumpers, compressor brackets, protection plates, and the staff, particularly Jordan, made several promises about vehicle readiness and promised deliveries that never materialized. The errors, delays, and misinformation, caused me, my family, and my friends significant inconvenience, over $500 in additional expenses that I won't recover, and without any offer of discount or compensation. The only thing I can say that was positive is that the repair appears to have been done correctly and with good quality.

My Experience - 5.0/5.0 -

The jeep looks great! Thank you!

My Experience - 5.0/5.0 -

Ashley and Steve at the Frederick, CO. location went above and beyond to get my truck back to me for work. They're great at what they do and fast too.

Likely to Recommend - 5.0/5.0 -

Good shop

Repair Quality - 5.0/5.0 -

The Frederick, CO Kaizan repair shop rushed my work truck back to me much faster than any other shop would have. The paint has a few small pieces of dust that accidently got painted over but i don't have the time to deal with that at the moment. They did offer to fix the issue free of charge as it's guaranteed. I like the employees at this shop as well. Very nice!

Customer Service - 5.0/5.0 -

The Frederick, CO Kaizan repair shop rushed my work truck back to me much faster than any other shop would have. The paint has a few small pieces of dust that accidently got painted over but i don't have the time to deal with that at the moment. They did offer to fix the issue free of charge as it's guaranteed. I like the employees at this shop as well. Very nice!

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

They did an excellent job in a shorter period of time than expected. They were courteous and professional. Thank you!

Customer Service - 5.0/5.0 -

Very courteous!!

My Experience - 5.0/5.0 -

Thank you for caring. She looks great!

Likely to Recommend - 5.0/5.0 -

I already have:)

Repair Quality - 5.0/5.0 -

I appreciate everything you’ve done! Thank you so much!! Professional and quick. My car looks great!! Thank you again for caring about my situation and working with what we had. I would rate a 20 if I could:)

Customer Service - 5.0/5.0

Returned Clean

My Experience - 5.0/5.0 -

Ashley and Bree (I think?) at the front desk were very pleasant to work with. The phone calls and the text messages I got from Kaizen were prompt and timely. I was always kept up-to-date on the status of our car. Would definitely use them again.

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Car was completed in a timely manner. Staff were respectful & friendly. Excellent communication.

Customer Service - 5.0/5.0 -

Ashley & Bree were great!

Likely to Recommend - 4.5/5.0

Repair Quality - 4.0/5.0 -

I had a software update and I’m not sure what enhancements were included in that.

Customer Service - 5.0/5.0

Returned Clean

My Experience - 0.0/5.0 -

I took my car in for an estimate on 8/11/2023 regarding a hail claim. I was told they would look into pre ordering parts and get me a call with information once they completed that task. I called three times within the year before my car finally got scheduled trying to get scheduled for repair. My car was dropped off at Kaizen Fredrick on 8/26/2024. My car sat for 9 days before I reached out and asked for an update from my estimator. My estimator gave the response that they got a damaged roof and expected another one in soon. I received the following update on September 5th “ Hello Mr. Hunter, My apologies, I was going to reach out today by the end of the day with an update. The PDR team Finished up the PDR on the vehicle today and the vehicle has made it over to our body department for the roof and hood replacement. The techs will get the vehicle dissasembled and submit a supplement to Reply "STOP" to cancel.” meanwhile my car was truly in their parking lot getting nothing done to it. On September 26th I received an update text that Kaizen Aurora would be taking the repairs over. I called and asked William with the Aurora location what was going on as I had received no communication from JORDAN with the Fredrick location regarding a load level and had been told my car was already started in repairs. He explained to me that it had not even been started. If you want honesty, DO NOT choose aKaizen in Fredrick, Colorado. You WILL be lied to and let down.

My Experience - 0.0/5.0 -

There is white paint oversprayed on black bumper, the paint line is jagged. It looks as if when the tape was removed it peeled the paint with it. And there is a scrape in the paint on the hood which was fine. When I dropped it off. I was told it looks as if whoever installed the grill scraped the hood with it. I understand this stuff happens but it was very noticeable and somebody should have seen it before. They called me to say I could pick up my vehicle. My vehicle is still there and I am waiting to hear back. I am hoping the next time it will be satisfactory.

Likely to Recommend - 0.5/5.0 -

Never

Repair Quality - 0.5/5.0 -

My hood paint has damage. It wasn't even damaged when I initially brought my car in, but was told the guy working on it dropped the grill on the hood when he was installing it. I understand things happen - but they didn't bother fixing the scrapes before calling me to pick it up. At that point there was a lot of white paint overspray on the black bumper..Where the tape was removed on the line between the white and black it was VERY rough where the tape was pulled away and pulled the paint with it. I was very surprised they hadn't done a thorough inspection before calling me to pick it up but when I pointed out the shoddy work they agreed to keep it and make it right. This time when I picked it up - it was closing time for them so I was in a hurry. It definitely looked better & Ashley assured me the paint was guaranteed. I was sick so it was maybe 4 days later when I realized there were still marks in the paint on the hood. I called Ashley and agreed to stop by the shop so she could see it and take pictures. When I stopped - the receptionist told her I was there but she never came out, so I got her phone # and took pictures to send to her. I was expecting to hear from her but I never did. I called the shop the next afternoon and was put on hold and after waiting to speak to Ashley for several minutes - the call was disconnected. I called back and was told they would have the manager call me either Friday or Monday - but he never did. My next step I guess will be to contact my insurance company Allstate & follow up with them. I was planning to give an updated positive review - but unfortunately I'm not able to do that. At this point my hood which was completely undamaged when I initially brought my car in - still has damage in the paint.

Customer Service - 0.5/5.0 -

Ashley was friendly - but did not follow up and it definitely seemed like she was avoiding me since I had an issue