Kaizen - Frederick
In operation 16 years.
Kaizen Collision Center was founded on a core principle and that was to serve the customer. Some may say serving the customer with an automotive need is simple, repair the problem and you have done your job. Here at Kaizen Collision Center serving our customers goes so much further than the part where we actually repair your vehicle. Providing shuttle services, daily updates, personalized care, and superior customer service is some of the way we separate from other shops. We have a unique process that really gets down to the nuts and bolts of the repair process not just what you can see on the surface. It has always and will always be my goal to be the solution for our customer’s needs. With each customer, we always try to find a way to make the repair memorable in a great way by doing that “little bit extra” that did not need to be done.
- Free Estimates
- Insurance Company Assistance
- Lifetime Warranty
- Automotive Glass Replacement
- Paintless Dent Repair
- American Express
- Discover Card
- MasterCard
- Visa
- Debit Card
- English
| Sun | Closed |
| Mon | 8:00 am - 5:30 pm |
| Tue | 8:00 am - 5:30 pm |
| Wed | 8:00 am - 5:30 pm |
| Thu | 8:00 am - 5:30 pm |
| Fri | 8:00 am - 5:30 pm |
| Sat | Closed |
Likely to Recommend - 2.5/5.0
Repair Quality - 2.5/5.0
Customer Service - 2.5/5.0
Returned Clean
Likely to Recommend - 0.5/5.0
Repair Quality - 0.5/5.0 -
Repairs took too long with no information.
Customer Service - 0.5/5.0 -
I didn't even meet with them.
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
Likely to Recommend - 5.0/5.0
Repair Quality - 5.0/5.0
Customer Service - 5.0/5.0
Returned Clean
Likely to Recommend - 0.5/5.0
Repair Quality - 0.5/5.0
Customer Service - 2.5/5.0 -
Took longer then the “estimate” date was told part was never ordered and is the reason why I kept waiting to pick up my vehicle. Then told parts have been on delay to arrive and is a normal process. Very much an inconvenience!! I don’t like the paint it looks like it has specks of glitter on drivers side door. Don’t emphasize estimate date is not correct & vehicle is done before estimate date when you actually went over by 3 days. I’m used to bad service in fact delivering great customer service, efficient process, and quality work would be more of a shock.
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
Likely to Recommend - 5.0/5.0
Repair Quality - 5.0/5.0 -
Great job and great communication!! Very easy to work with!!
Customer Service - 5.0/5.0
Returned Clean
My Experience - 0.0/5.0 -
It took way longer than expected, my topper is not reattached with the brackets it came with and they are loose.
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
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
Likely to Recommend - 2.0/5.0 -
See comments before
Repair Quality - 2.0/5.0 -
There was a lot of miss communication. Jordan was rude on the phone. Just because you send out automated texts to people it doesn’t mean true communication. You send me a text in a day that you were closed saying my cars progress was on track. That doesn’t make sense. Only got real updates when I called in. I was told they would call me back about the status of a broken equipment and I was never called u till I called them.
Customer Service - 0.5/5.0 -
See comments
Returned Clean
Likely to Recommend - 5.0/5.0
Repair Quality - 5.0/5.0 -
Repairs were diagnosed and completed quickly. I was kept informed during the entire process. Great customer service!
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
My Experience - 0.0/5.0 -
The hood has several paint defects including a thicker area of a paint run on the edge and 2 lumps on the top that are probably from dirt being sprayed over. The whole hood is also not square, it is closer on one side than the other side. The representative was very rude and condescending to us, and eventually agreed to take the car back at a later date, for remedial work to remove the defects. This was after the manager was requested to be involved. One of the reasons we had used Kaisen again was because there was cracked paint on the hood where a previous Kaisen repair had failed. This needed repair under Kaisen warranty. The same representative had refused to believe us that the repair was made at their facility and demanded we provide proof, and finding our paperwork copy, rather than finding proof on the facility computer. It isn’t pleasant being accused by her of lying. We also did not get any update for a week, when I called after a week I was given the same explanation of repair I’d been given at drop off, saying they didn’t know how long it would take until work started. At that point work had not started despite the car being there for a week. Eventually during the second week we started to get ‘updates’ in the form of text messages that said work was started and after 3 weeks and 2 days that work was completed. The quality control of the finished product must be zero, as the obvious paint defects should have been sorted out before the car was deemed complete.
Likely to Recommend - 0.5/5.0 -
If it hadn’t been for the previous work needing rectification we would not have used them again
Repair Quality - 0.5/5.0 -
Terrible repair
Customer Service - 0.5/5.0 -
As per previous ‘survey’. We are definitely disappointed with the experience at Kaisen. I dropped the car on the appointment day and Haley said she would keep in touch as the work progressed. She also said that they always use new parts if needed, not reconditioned ones. As part of the problem was cracked paint on the hood from the previous Kaisen repair, she said they would take that off that day and start working on it. After a week, I had heard nothing so I called and had the same information that they didn’t know how long the repair would take until the work was in process. After more than 2 weeks Haley informed us that the hood required replacement and they needed to order one. After 3 weeks, I reminded them that I only gave a rental car for 3 weeks and then it is out of pocket.. they said the car would be ready by Friday. We had a text saying it was completed and went to collect it about 4pm. Haley was very rude as the paperwork wasn’t complete, we were okay to wait. In examining the car there were obvious issues. The gap between the hood and the side panel is not the same in both sides- (this had been an issue that was “fixed” after the last kaisen repair) but was now a problem again. There were 2 lumps on the top of the hood where paint was possibly sprayed over a granule of dirt and there was a run of paint on the side edge. These were pointed out to Haley and she became defensive and argumentative and insisted they were within the 0.3mm allowed tolerance, which was explained to her that you can’t measure that by eye - the defects were worse than that. Reluctantly the manager was called and agreed with the issues. He was supposed to call us the next day and did not. We are still waiting a week later. The service is terrible, the product is terrible. Please contact us ASAP for information on how you will deal with this!
My Experience - 0.0/5.0 -
Windshield was cracked upon pick up which was not upon drop off. Called and stated had pictures of this. If date stamped pictures are available this would be great. I know 100 percent this was not cracked upon drop off. I am in customer service also . Things happen, but this needs to be taken care of.
Likely to Recommend - 2.5/5.0
Repair Quality - 2.5/5.0 -
Repaire look good. Took over a month to repair and then got the vehicle back with a cracked windshield that was not there and they would not take responsibility for it
Customer Service - 2.5/5.0 -
Good communication but again need to take ownership
Likely to Recommend - 5.0/5.0
Repair Quality - 5.0/5.0 -
Kaizen techs and the techs did an amazing job with the body repair. The paint color matches perfectly with the original paint. Re-wired the 4th brake back correctly. The costumer service was amazing. 0 complaints. Just outstanding work from kaizen. Would highly recommend to family friends!
Customer Service - 5.0/5.0 -
Kaizen techs and the techs did an amazing job with the body repair. The paint color matches perfectly with the original paint. Re-wired the 4th brake back correctly. The costumer service was amazing. 0 complaints. Just outstanding work from kaizen. Would highly recommend to family friends!
Likely to Recommend - 3.5/5.0
Repair Quality - 5.0/5.0
Customer Service - 3.0/5.0 -
My car sat at the shop for two weeks before it was even looked at. As a result of this, I had two weeks without a rental car, which ended up being a huge inconvenience to me. Six weeks total my car was in the shop.