Charles Barker Collision Center - Town Center

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  serena
2 months ago
My car was hit and ran while it was parked, and I went to Charles barker through State Farm for my repair. Lamar from the front desk was very helpful, and so was Michelle. She even stayed late to get State Farm to fix my deductible from $500 to $200 because it was a hit and run and not a collision. I can t even tell my car was hit now, and they cleaned my vehicle before they returned it. Thank you! :)

  Sandra Willard
a month ago
This was my 2nd time using CB after having been hit on the back bumper of my vehicle. This time was just like the first. Easy drop off, rental car company comes to shuttle you to thier office, everything is so easy. My repairs took longer than expected due to a part that had to be ordered and painted but I didn't mind as long as it was done right.I hope I never need them again, but if I do, at least I know they're the best part of my accidents.

  Doug Palmateer
4 months ago
They did a great job on fixing and repairing a minor body damage on my vehicle.

  Rex Baise
2 years ago
Picked this shop b/c it was associated with a Mercedes dealership, and suspected the work would be quality and done one time. After having my car for a month, they discovered one of the parts hadn't been ordered. I was told by the rental car company, THEY had been told it would be done on X day (Friday).I called Charles Barker Collision. It was not ready, but should be on Monday. On Monday, was told it would be ready on Tuesday. It was not. Called back Wednesday, but the agent was gone for the day. I asked to speak to someone that knew what was going on. I was "very politely" directed to the service manager. He told me that they had ordered the 'trim piece' and it SHOULD be in the following day. It did not arrive on Thursday. Or on Friday.When I called on Monday, they did not know when it would arrive. I called back on Tuesday and asked if there was a courtesy car available or if my car could be assembled without the 'trim piece'. I was told they could put the car together and use one of the old pieces. It was not ready by close of business on Wednesday, either.On Thursday they finally did call. This was the FIRST call I had ever received. The car was ready to be picked up. I went to get my car after work. Note: they close at 5 and I actually get off at 4. They are NOT open on the weekends, either. After paying my deductible and getting the repair paperwork, one of the managers walked me to my car. The ONLY THING MISSING was one. Small. External. Chrome. Beauty piece. On the grill. From 20 feet away, you can barely tell.Lastly, I know I was having a slow leak in 2 of my tires, so I thought they may be low when I picked the car up, but again ... Mercedes dealer, so I didn't worry. One my my tires was at 2 PSI, another at 17 and a 3rd was at 22. I guess quality work and customer service are dead.I will -NEVER- have Charles Barker Collision repair ANY vehicle I own. EVER.Service: Body & Trim

  Keegan Simonis
8 months ago
Better off trying to repair your car yourself. Had an accident in september of 2022 and needed a dented bumper, broken windshield wiper reservoir and bent inner tie rod repaired. car was originally returned to me with the bent tie rod still on and had to return it to the shop. Finally brought it home and realized the sprayers for the windshield wiper didn t work because the mechanic didn t plug in the electrical wires and hoses for the reservoir. Found that out when i went to fill the reservoir and fluid drained on the floor of my garage. Just now noticed almost a year later that bumper supports on both sides that are held in by plastic clips were jammed inside random spots in the bumper instead of being properly reinstalled like the mechanic forgot where they went lol. I can excuse the tie rod and blame that on the insurance adjuster but the wiper fluid reservoir hoses/wires and the plastic bumper supports took me about 5 minutes or less to fix with no tools. If you have literally the most basic skills and half a brain you could do a better job than charles barker collision. Also took 3 months to have work done that would ve taken 3 weeks including shipping time for parts.Services: Steering & suspension repair, Body & Trim

  Sherri Watson
a year ago
Was called twice to pick up my car and both times coming from Hampton to VA Beach the car wasn't ready. Once I got the car, the inside door panel has industrial dust all over the front and rear door panel. Mud or grease from the parts all on my back seat. The front driver mat was full of industrial dust and when I asked why they didn't put a sheet cover on the floor before getting into my GLC Benz he replied "do you know how sheets we have to change out" I looked at him and said I don't care but since you feel that it was ok and you can't get it out I need new floor mats. I have never seen the mess I saw today or experience this before. I really felt some kinda way because if I didn't have sense effort to check things out I would have went home with this mess. I am so displeased and the only thing she could say was she failed on her part.

  Brian Puhl
a year ago
Called us on a Thursday, said the car was done. We turn the rental in, get a ride over. "Oh we're sorry your cars not done, it will be a couple more days"Week goes by, nothing from Charles Barker Collision center. Friday night we get a call from the insurance company saying we need to return our rental???? Apparently this collision center didn't think it was worth it to contact us and notify us that the car was finished. By this time, the collision center is already closed for the weekend, so we eat the cost of another day on the rental. Show up on Saturday to pick the car up... cosmetically, looks great nothing wrong... (wrong....)Get goin down the road, the right front where impact was was rumbling (bad bearing), get up to speed and the front right wheel was horribly out of balance. Every time you hit a bump the car feels unstable.They didn't fix a single mechanical item after our car was side impacted at nearly 70mph. It still drove exactly like it did when it was damaged. These folks didn't fix ANYTHING.Now we're going back and forth with the insurance company, Laura at the collision center could care less about our issues, accepts no responsibility for the failure.Theres always some bad apples, but I think this is a one and done for Mercedes. Take your business to another company.

  Tuyet Minh Bui
a year ago
The worst out of the worst. Promised to finish my car within 4 days, but since I will be out of the country, I requested for them to keep it in the shop for 5 extra days since I live an hour away so someone can pick me up from the airport and drop off my car. I gave them a family member s number since I ll be out of the country. Did not receive any call or text regarding the updates. I showed up to the place after a 26 hours trip for them to tell me the car is not finish. Spoke to the manager, he was professional, but did nothing to help. Promised to have my car finish 2 days later; however, I got a call the following day, for them to inform me that the car will be ready at 3pm tomorrow I showed up at 3:40 pm and the receptionist told me it will be ready in a few. It s currently in the washer and told me to sit in the lounge, which I did. About 20 minutes later, another lady came up and told me the same thing.. it s currently in the washer . 4:28 pm comes by, the manager told me it s almost finish and I told him why did those people lied and told me it s in the washer 50 minutes ago? Didn t get my car until 4:55 pm. Never have I been so dissatisfied with a business place. Unprofessional with poor communication. Do not recommend, ever.Service: Auto detailing

  Kenneth Patrick
a year ago
Could not be more pleased. Great work done! Panels line up, matching the 7 year old metallic paint, no rattling...Thanks so much!I drive a pedestrian 4 door Honda, they still exceeded my expectations!Service: Body & TrimService: Body & Trim

  Denise Anderson
3 years ago
For the first time Very disappointed with the unprofessional Customer Service with this dealership. I went in with a low tire losing pressure rapidly. Service Advisor Shelby Wiley immediately asked me if I had wanted the tire patched. I informed her that I had recently purchased the tires and they should be under warranty and if they were not under warranty I purchased the Revolution Bundle Protection when I purchased the vehicle. Shelby stated that I still would have to pay for the mounting and balancing which was totally incorrect. Once my tire was replaced Shelby notified me that my vehicle had a leak in the front oil pan. She then went on to inform me that again I do not have any coverage for that job and I would need to make an appointment. The first available appointment was in 3 weeks. First of all the coverage on my vehicle covers the entire vehicle bumper to bumper and you would not keep my vehicle knowing that I have an oil leak. I would have never expected that type of service from such a Prestigious Dealership.Service: Tires

  Willie Dixon
2 years ago
Took my 2018 S63 in for some minor body work and it went very well. Fred was very helpful and provided great customer service. This was my first and hopefully my only visit with a body shop regarding this particular vehicle. However if ever I need to revisit, one would only hope it would be as good as the last.

  Michele Christenson
6 years ago
Customer service was terrible. My car was in for 16 days on a repair I was told would take 11. Customer service was not forthcoming with the information about the delay. And when I received my car back, the blind spot monitoring and cross traffic warning had not been reprogrammed as required, necessitating a trip to the dealer. I also have to return as a step plate for the rear bumper had not been received and I lost a vacation day waiting to be told that was the holdup!On the plus side, the body work seems fine.

  Morgan Logan
4 years ago
Have used them twice now and they are courteous, kind and make your car look brand new. I can not even tell something happened and they clean the inside as well before you pick it up! The front desk staff is also highly efficient getting you in and out as quick as possible.

  Cassius Fisher
7 years ago
Do not take your car to this body shop! Either they're out to save the insurance company money on repairs or cut corners to make max profits at the customers expense. They had my car 3 days past the estimated repair date so I'm thinking they're really taking their time to make my car right again. Wrong!!! In many ways my car looked worse then it did before it went to the shop! When I picked up the car the front chrome grill was pushed in on one side which was caused by the shop not installing correctly. The front sensors were not lined up correctly with the bumper and the paint job didn't even begin to match any part of the car except the rear bumper with they also painted. When I asked why (Paint Job) they replied that the insurance company doesn't pay them to match paint or make sure your car is returned to pre-accident condition. I than called Allstate and asked them why they wouldn't allow the body shop to paint match my bumpers they replied we pay them whatever it takes to fix your car back the way it was before the accident. It's their job to send in a supplement. So when dealing with this shop please don't get your hopes up because Quality Assurance is nonexistent and they could care less about customer satisfaction. You would be happier going to Home Depot, buy and paint your vehicle yourself with house paint than go through what they are doing to me. 80K down the drain!

  Leandra Testerman
3 years ago
I'm very disappointed with the service I received with my vehicle. I brought it on the 7th due to being hit by another vehicle. It was supposed to be done on the 9th. I was told the vehicle would be done and it was not. On the 11th, I picked it up because they wanted to charge a storage fee. No one called me letting me know what the status of the part they were waiting on . My parents went on the 28th to ask about it and they said they had the part. They brought the car back and it was finally fixed. I'm very disappointed with the customer service and will not be bringing my car back ever again.

  Abi
7 years ago
I was rear-ended and required a new bumper. This garage went above and beyond taking care of my car. Not only did they replace my bumper, which looks great, but they also washed the entire car and detailed the inside for me. When I picked my car up, it was like getting in a brand new car. I would definitely recommend this garage for your vehicle repairs.

  April Nottingham
4 years ago
Hands down the worst service I've ever received. Brought in my Mercedes CLS 450 due to a hit and run leaving a dent on the passenger side. They initially said it would take 5 days. It turned into about 3 weeks, of which I repeatedly had to call to receive any update as to why the repair was so delayed.I was told it was ready and went in to pick it up, saw microscratches all over the car from improper washing, and multiple deep scratches that were not there before it was brought in.When I asked about it and how it was washed, I was told that it was run through an automatic wash by Fred, a manager at the center. Black cars do not go through automatic washes without damage.Whatever happened, the car received scratches that I have now had to go through a different servicer to have repaired because this center is run by cheap, incompetent managers who seem to not know how to run a service center.If you have a car that you actually care about, avoid this place like the plague.

  Fishing with Jim
3 years ago
I went to Charles Barker Collison for an insurance claim repair, the staff are friendly and helpful. They did a great job on the repairs to my Tacoma and I can not believe how fast they got it done. If you need body work done you need to check these guys out.

  Jalante Eaton
4 years ago
They painted the entire left side of my '14 ES350 and did a pretty decent job. Yet, they neglected the dirt inside the fuel cap door before applying a clear coat, and sealed in black grime onto a pearl white paint job.Also, someone managed to damage the seat covering of the driver's seat and neglected to notify me. My wife discovered it when the vehicle was picked up. After dodging my phone calls, I was forced to travel from the peninsula several times to deal with this matter. The manager eventually ordered a brand new seat covering, yet it took nearly four months to receive it and have it installed.I chose this location over other collision shops in the area because it was affiliated with Charles Barker; like the Lexus dealership where I purchased the vehicle. Not as pleasant of an experience as the local Lexus service department in NNews.

  Crystal M
6 years ago
Service was great. The receptionist was extremely helpful in a challenging situation. The repair work was done efficiently and effectively. No complaints. Charles Barker establishments are very customer centric. 5 car purchases made.

  Brandon Lewis
7 years ago
I was involved in a hit and run at a local mall that after my estimate with Charles Barker was going to cost roughly 1300$. At first I thought about just fixing everything myself to try and cut down on the out of pocket money but USAA and Charles Barker assured me that it would take roughly 3 days to fix and my deductible would only be 200$ so I agreed to the repairs.I called a few days prior to my apt to make sure all my parts that were ordered were already received so that they would not be waiting on anything else once I brought my truck to them. After the first day I received a call from Lara saying that other parts needed to be ordered after breaking my truck down and it would be a few more days to get everything back together than was originally planned. This had me a little frustrated as I was paying for part of my liability coverage on the rental car I had and a few more days would've in the end cost me another 100$. I called again and spoke to Lara and explained my frustration, she did everything she could to get my truck back on time with all the new parts I was suppose to have replaced and even stayed past closing time to get it finished. Her exact words were, "we aren't leaving here today until you get your truck back". I know Lara, Aaron, the guy in the body shop fixing my truck and one or two other people stayed late that night specifically for my truck. Everyone else was gone and the doors were locked. That was the reason I gave the 5th star on this review. Theres always opportunities for someone to give you the run-around when it comes to automotive repairs and with this situation it easily could've gone either way. In the end I'm happy with the way my truck turned out and will do business with this Collision center again if need be.Thanks- Brandon

  ReBecca Bartunek
7 years ago
Awful experience. Tried to get my car repaired here, but the person I was assigned was so bad, he dropped the ball multiple times. Didn't email me the insurance estimate. Then, when he did, he got it wrong and applied the wrong deductible to the repair. Then, when we finally got that straightened out, and it came time to schedule the repair, he wouldn't call me back to schedule it. It took 2 weeks and 4 phone calls before I finally reached him. By then, I had been working with him on this repair for over a month. And by then, it was too late...he couldn't schedule my repair in time because I'm moving to another state in a few weeks, and the shop had no openings. I had told him in the beginning what my time frame was for the move. Now, I have to start from scratch and transfer my claim to a different shop in a different state, and hope all goes well with my insurance company. When I talked with the manager, he didn't seem to care. He kept putting me on hold to talk to someone...sounded like he was talking to the person who had messed everything up in the first place. Poor service like this makes me very angry. Frankly, their bad service surprised me, because I always get fantastic service from Charles Barker Lexus Service...I guess the collision center is different.

  AL Johnson
4 years ago
Flawless bodywork and unparalleled service but left me with a 2 tone paint job on the right side of my car.

  angelo camacho
4 years ago
Shawn Woodruff the manager has given the key to a customers vehicle away to an unknown towing company. Now Customer has no key to their vehicle and Shawn says the company is not responsible. I also asked to speak to his superiors but he said there is no need to and hung up on me. Very rude!!!! I apologize for thinking your secretary was a man her voice is very Deep. Wish I could give zero stars.

  Jimmy Elswick
11 months ago
Well got estimate from Fred employee,he was super kind,great Customer Service this is just beginning of my experience with them!

  Tammie Fox
a year ago
Wayne Cook should be fired for his complete unprofessionalism and lack of communication. He refuses to answer phone calls and leaves very vague messages for me with little to no update on my vehicle. I'm ashamed for actually choosing this body shop, should have chosen Priority.

  stryker5889
5 years ago
Fast and friendly service. Receptionist made it easy to check in and the process for the estimate was hassle-free. Workmanship is unnoticeable--like the damage to my vehicle never happened. Great place.

  Jami
4 years ago
My father had to get his window fixed( small corner window on the back passenger side) and what was expected to take a couple of hours only took about 30 minutes!. My dad was super happy with how quick and helpful everything and everyone was.He was originally stressed about his window being broken but left super happy!

  Garwood Grub
a year ago
Receptionist on 6/13/22 was rude, instead of letting me clarify what I needed she cut me off and transferred me while I was explaining and was rude..mind you I had only been on with her for 20sec max so it wasn t some long conversation we were having. She was not friendly

  Alex Palero
2 years ago
Excellent work. Lara was prompt to answer any questions. My vehicle was repaired to pre-accident condition and washed before being returned to me.