Koontz Paint & Bodyworks (Kpb Inc)

My Experience - 0.0/5.0 -

Overall, this was an incredibly frustrating experience. I would never recommend this shop. This isn’t the first time I’ve had a car serviced here and had issues, and at this point I actively warn people not to go here. The problems started with the initial estimate. I called 3 times to confirm my car would be left unlocked with the keys inside for after-hours pickup. When I arrived, the car was unlocked on the lot with no keys. I called the next morning and was told a manager would contact me. The unlocked car wasn’t my issue—the issue was that after three calls specifically about leaving the keys inside, it wasn’t done, while the car was still left unlocked. No manager ever contacted me. The following week, my appointment was Tuesday. Since the shop still had my keys, I dropped the car off Monday evening and called at 8 a.m. Tuesday to tell them it was there. I was told they’d leave a note. On Wednesday, I received a call saying I’d missed my drop-off. My car had been sitting on their property for over 24 hours and wasn’t checked in until 3 p.m. Wednesday, wasting 1.5 business days. I was quoted approximately 16 hours of work and 5–7 business days. Instead, it took 2.5 weeks. I had to constantly call for updates and was repeatedly promised callbacks that never happened. About 1.5 weeks into repairs, I was told two hoods had arrived damaged and they had just ordered a third. This contradicted what I’d been told a week earlier—that my car was already in paint and the hood was being painted. Communication was so poor that I eventually had to have my insurance company call just to get an estimated completion date. I was also paying $20/day out of pocket for bumper-to-bumper coverage on my rental, which I chose based on the 5–7 business-day estimate. When the repairs took substantially longer and I asked about reimbursement for the additional expense, no one followed up. When I was finally told my car was ready, the front chrome was wrinkled/warped and needed replacement. When I came to pick it up, I also found paint buildup on the side and a deep scratch near the hood that wasn’t there before the repair. I walked through these issues with someone and was told they would be fixed when I returned for the chrome replacement. When the car was finally finished, the scratch caused at the shop had simply been covered with sloppy touch-up paint that doesn’t match the rest of the finish. If I wanted it to look like I repaired it myself, I could have done that. I’m not bringing my car back AGAIN and spending even more time and money fixing problems caused during a repair I no longer trust them to perform properly. Between the poor communication, wasted time, contradictory updates, extra rental expenses, delays, damage to my car, and sloppy repair of damage caused by the shop itself, the entire experience was unacceptable. I’ve had issues here before, and after this experience I would never recommend this shop to anyone. I actively warn people not to take their cars here.

My Experience - 5.0/5.0 -

Very easy to work with and staff were very helpful.

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 -

I was often updated on the progress and it was returned exceptionally clean.

My Experience - 5.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

While there were some communication glitches, the Koontz staff really wanted to make it right and my car looks great.

Customer Service - 4.5/5.0

Returned Clean

My Experience - 0.0/5.0 -

I hate leaving a bad review for a small business, but this was a very frustrating experience. The shop came highly recommended through my insurance for a minor dent repair, but communication was extremely poor throughout the entire process. My car sat for days at a time with little to no updates, and I repeatedly had to call just to find out what was happening. At one point, my car had been sitting for nearly a full week waiting to be painted. When I expressed my concerns, the estimator was dismissive rather than apologetic. I ultimately had to involve my insurance to escalate the situation. I do want to acknowledge that the owner was very kind, responsive, and apologetic once he became involved, and he waived my deductible for the inconvenience, which I appreciated. Unfortunately, the experience still ended poorly. When I picked up my car, it had not been cleaned as advertised, and there was visible dirt and residue inside and on the exterior. Overall, the lack of communication, delays, and customer service made what should have been a simple repair unnecessarily stressful. I would not recommend this shop, even for a minor repair.

Likely to Recommend - 0.5/5.0 -

I would not recommend this shop to a friend or colleague, even if it was the only option for a repair.

Repair Quality - 0.5/5.0 -

Staff consistently came across as rude and unknowing. There was absolutely no communication from the shop about the status of my car or the timeline for the repair unless I reached out. My car sat on the lot for at least 5 business days, with nothing being done to it because they were too busy to get to it. Ended up taking longer to get my car painted and put back together than it did for them to fix the minimal damage. After all of that, I only got my car back sooner because I escalated my concerns to the owner. Even then, when I finally got to pick up my car, it was left dirty, clearly not cleaned or even wiped down post-repair, and with unknown glue-like substances on my tire and the hood of my car.

Customer Service - 0.5/5.0 -

There was no customer service. Staff never communicated or reached out first. When I called in, I was talked to as if I was interrupting them while asking about my car. As if I should have just handed my car over, waited weeks, and just not asked any questions. The only person who seemed to even slightly care was the owner. The estimator I worked with, Chris, was terrible.

Returned Clean

My Experience - 4.8/5.0 -

Perfect experience. The people were friendly and experienced. They were thorough and I had no complaints. I chose koontz based on a prior experience years ago and was not disappointed. Very happy customer.

Likely to Recommend - 5.0/5.0

Repair Quality - 4.5/5.0

Customer Service - 4.0/5.0 -

There were two small door trim pieces that were not put back on. I put them back on and hope they hold

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 was the best I’ve ever experienced from any car repair business to include dealership. Koontz has acquired a life long customer

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 5.0/5.0 -

Has been our families go to for years. Great service and workmanship continues!

Repair Quality - 5.0/5.0 -

repair looks fantastic

Customer Service - 5.0/5.0 -

The early morning front of house staff was helpful and personable

Returned Clean

Likely to Recommend - 2.5/5.0 -

Koontz has a good reputation around richmond which brings them a lot of service, for this reason I think they upsell a little bit even though they are a smaller shop, but tariffs and supply chain issues could also be the cause for quotes increasing. I would probably recommend a smaller shop as the pricing was kind of high, went to another shop and was quoted 1200 dollars for the same job (i paid 2400 dollars)

Repair Quality - 3.0/5.0 -

The repair itself looks pretty good, the side profile looks a little bit more concaved than OEM, the front panel and bumper are very slightly misaligned around the wheelwell, but beyond that it looks fine and is conducive with what one would expect for bodywork. I was pretty frustrated by the fact that my repair was delayed for over 2 weeks when i was initially informed that my repair would be complete in 3-5 days. I suspect this is because although the margins are lower for insurance cases, the lump sum received for more serious accidents is higher so shops are essentially forced to prioritize insurance claim cases, especially because there are insurance agents who constantly pressure the shops to complete jobs. Additionally there was extra damage uncovered that required the replacement of a $30 part that I was billed an extra 500 dollars for, seems the hours were upsold on labor there. I was very appreciative of the service I received from Cindy, the front desk attendant, and Lucas, my estimator. But overall I was relatively unhappy with how the repair occurred, especially because if I had known that the job would take 2+ weeks instead of 3-5 days I would’ve just rented a car during that time. Be careful with any bodyshop when you are trying to get repairs done out of pocket, you have to advocate for yourself regardless of the shop you go to.

Customer Service - 5.0/5.0 -

Great service from Cindy and Lucas, front desk attendant and estimator

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

What I appreciate most is the timely communication, I know that I will get updates as they have 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

My Experience - 5.0/5.0 -

Keith was absolutely amazing, I couldn’t be happier with the quality service and price he provided! Service time was extremely fast. Thank you! Susan Aaron

My Experience - 5.0/5.0 -

I love you guys!!! Will definitely recommend!!!

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 -

Easy to work with and did what you said you would

Customer Service - 5.0/5.0 -

Very good communication

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Excellent work completed on time for a fair price

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 4.0/5.0

Repair Quality - 4.0/5.0

Customer Service - 5.0/5.0

Returned Clean