Phil Long Collision Center

I would not trust these guys with a lawn mower. Working with them has been easily the most awful experience imaginable.
I dropped my car off to have a sunroof repaired, after the told me they had the part, and that I should get the car back that day. IT TOOK THEM 3 WEEKS. For 3 weeks I heard, «your car will be ready tomorrow» every single day. Then after 3 weeks of waiting, they tell me that my car is ready, when I show up, the car is not ready at all! They don’t even have it. They had to take it to the dealership because they broke the cabin lighting function.
They finally give me a rental car after 3 weeks! I tell them that I am a Real Estate agent and that I need a car to drive clients around in. When I go to pick up the car, THEY HADN’T GIVEN HERTZ THEIR BILLING INFO, and when Hertz called them to get it, Phil long wouldn’t pick up the phone! I had to go back and get my rental the next day! When I pick up my rental, they rented me a COMPACT that I cannot fit clients into!
They get the lighting issue fixed, so I go back to pick up my car. This time when I go to pick it up the seat bets are broken! They wont retract. No one checked them. A sign that this company does not care at all about the safety of the cars that they are «fixing.» So I give it back to them to have repaired.
I go back in several days later to pick up the car, and now there is a screw stuck in my venting system, and when I break I can hear it rolling around in the car! I have to take it back AGAIN!
Now, I roll my sun roof back, and a bug hits me in the face. I think that is funny since there should be a bug screen that pops up to prevent such a thing, I reach up, and THEY HAVE NOT REINSTALLED IT! There is no bug screen there.
I call and speak with DUANE, the manager. He is completely unapologetic, and compares my car to a closing on a home that doesn’t go well. He says it happens, which according to these other reviews, does seem to happen to Phil long A LOT! He was not at all sorry, and really didn’t care. He said the seat-​belts were the dealership’s fault, but even if that were true, why would they not check on them before giving me my car back! He said it took so long because they are buying «cheap parts» so you can look forward to cheap parts if you go there as well. Cheap parts has nothing to do with a screw getting stuck in my venting system, renting me a crappy compact, my seat belts not working, and them not installing my bug screen!
There is not a company on earth that I have ever been so disrespected by. When is someone that matters at Phil Long going to read these reviews, and see that it is time for new management that doesn’t let unsafe, unfinished vehicles leave their garage.
This company has hurt my business, and wasted more of my time than I ever could have thought possible.

I wish there was a way to give zero stars because this place would get it. This is the worst body shop I’ve ever experienced. I brought my car to them because they were one of the shops that State Farm works with. They have been sitting on my car for OVER A WEEK without working on it. The so called manager of the shop, Duane Meszler, assured me that they would get back to me in two days with an estimate. Four days later, no response, so I call him. I’ve yet to hear back from him. I have left messages for him and my husband has left messages and no one has not bothered to call back. On the fifth day, I did get in touch with a receptionist finally who stated that they were waiting on paper work from State Farm before they could proceed. I called State Farm and they informed me that they were waiting on an estimate from Phil Long and they had sent their person to inspect my car the day I brought it in. Unacceptable! Another representative from State Farm called Phil Long and was given the excuse that the person that was supposed to be handling my car walked out of the job the day I brought the car in. The manager himself assured me that he would personally take care of my car. Even if he couldn’t, they should have just assigned someone else to handle my car instead of letting it sit there for over a week! In the mean time, I’ve been paying for a rental car for over a week now. State Farm is going to try to retrieve the costs for that from Phil Long. State Farm is towing my car from there today and taking it to their center. This is the WORST customer service I have ever experienced! DO NOT TAKE YOUR CAR PHIL LONG COLLISSION CENTER. THEY ARE HORRIBLE!

Put it this way, I’m writing this review at DMI Collision instead…
Wish Unilocal allowed zero stars. Giving them one star implies they did any work at all.
I scheduled an appt a week out for 7:15am. Dropped my car off and was told by the estimator that it would be done by noon. I came back at 11am, letting them know I would be just hanging out till it was ready so they didn’t need to call me when done. At 12:15, I ask the receptionist if my car was ready. Lots of fumbling around between her and the shop supervisor. Came down to them not even touching my car yet. I left at 12:30 without any work being done to my car.
I gave them a chance to salvage this after the shop supervisor said they would call me and do whatever to save my business. I waited two days and they never called. It has been 9 days now, still never heard from them.
While there, got to listen to the personal lives of several staff. One being the receptionist (there were a couple) on the phone. Clearly was put out when a work call came in. Nice attitude with at least two customers waiting for their cars.
I have no pros to say about this place.

Customer service stinks! Phil Long Collision was recommended to me by the local Mercedes dealership so I trust them and ASSUMED taking my SUV to Phil Long would be as pleasant as going to a Mercedes dealership. WRONG. I worked with Phil Colby as my Estimator. I called three times a day with no return call. When I finally got ahold of him «Sorry, I’ve been out for a few days and have been busy.» «Sorry we are playing phone tag.» (How can we play phone tag when you don’t call back?) Always excuses. Never called with updates — I had to call him. I finally had enough and started calling the manager. Was told Phil Colby would call me with an update. He finally said my SUV was ready. I arrive to find writing and a ‘film’ all over the windshield and dust in the inside of my car. (We’d asked to have the car detailed prior to retrieving). Left my SUV again and waited another three days (after 7 weeks of waiting) to pick it up. So far the repairs look good but the customer service was terrible. Shame on you Mercedes for referring me to Phil Long Collision.

Not satisfied with my experience there… but it’s the only local Mercedes Benz certified collision center so if I ever need work completed on my car, I guess I’ll have to return to them.
Background: My car was rear ended, so the other drivers insurance (Allstate) was responsible for the bill.
My initial contact was with Steven Johnson. He was nice and courteous.
After dropping my car off for what was suppose to be a two day job I started to get calls from Allstate asking about the status of the repair and that it should be complete and they haven’t received any request for a supplement. Also started to get calls from Enterprise saying the rental was only authorized up to a certain day.
I also received a notice email from my insurance (USAA) for an estimate for repairs.
I thought all of that was odd so I had to take time out of my schedule to figure out who wasn’t talking to who, why was I being contacted about the rental being due back and why my insurance was giving me an estimate for repairs and reminding me what my deductible was.
I assumed the process should have been for me to drop off the car, get a rental, wait for repairs, return rental and pick up my car.
I come to find that for whatever reason Phil Long Collision Center inprocessed my car under my insurance, which is why Allstate wasn’t getting any updates. And since Allstate wasn’t being updated, Enterprise wasn’t either. I also had to deal with Allstate accusing me of trying to make the claim under two insurance companies… Highly frustrating! I understand that is illegal.
So after a lot of back and forth, Steve Johnson informed me of the inprocessing error, which no one really took responsibility for, but caused delays in getting the supplement approved by Allstate in a timely manner and delayed repairing my car. To me its only right to take responsibility and continue to try to provide good customer service.
Next frustrating point was during pick up. While checking out the receptionist informs me that a balance was due… for the amount of the initial estimate, before supplement. So I had to call Allstate again and ask about the status of payments. They informed me the had mailed both checks (initial estimate and supplement) on the 15^th and 19^th. But for whatever reason, Phil Long CC only had the supplement check that was mailed on the 19^th. Allstate informs the receptionist they can email proof of payment for the time being so I can finally leave with my car. While the receptionist spoke with the Allstate rep she must have said to cancel the initial estimate check and send another. So while i was making sure everything was good to go and I could leave, the receptionist comes back and informs me that they found the initial estimate check! She advised that I should call Allstate and tell them to not cancel the first check. So again I call Allstate and spend 15 minutes navigating their automated system to finally get a nice rep who informs me its too late, the check has been cancelled. At this point i’m frustrated that its taken an hour plus to pick up my car. While talking to the Allstate rep we both agree that its Phil Long’s issue, they can wait for the check.
I check with the receptionist one last time to make sure everything is good to go before I finally leave.
Upon returning home I find that the there is some gray primer/​bondo type material on my door handle and the right side of the bumer wasn’t lined up with the quarter panel. So I had to return to Phil Long later in the day to get that fixed.
Another issue was I chose Phil Long’s text message option to receive updates. I received the text messages that my car would be ready at 10am on monday. I assumed that was an appointment so I made sure to be there promptly. When I arrived before dealing with all of the above, Steve Johnson informs me the paperwork still needs to be completed and the car needs to go to clean up.
When I was finally able to leave I noticed the car was covered in dust… so I’m not sure what clean up consisted of…
Again, not very satisfied with my experience at Phil Long Collision Center. But… since they’re the only Mercedes Benz certified (And I believe Audi as well) collision center, I guess I will have to use them again in the future if I have any incidents requiring collision center work…

Totally a worthless place, here’s why
I take my Audi in to get fixed. They say they will call when the parts are in. I get a call asking me if I am going to get the repairs done, I said yes I was waiting on a call that the parts came in. Mike has no idea, has to call me back. And then said yes ur parts are here bring it in. Take it in for what is a 2 day repair. Get a call asking if I want the broken grill put back in, I say what the hell the whole thing is to be fixed. Then I have to go back in and I guess their front end guy missed half of the issues. So now they have to order a ton of other parts not listed. And it will now be close to 2 weeks before I get my car back. With that said I asked about another repair, what would it cost and all that, get a quote and then ask mike (the manager) what kind of discount I can get since I don’t have a car and am walking due to their incompetence. Guess what he offered me $ 20 off a repair that was $ 1300, $ 600 of that is labor. These guys suck. Second time I have been fucked over here. And they don’t care. DO NOT go here or any Phil long group biz. They just want the money and no customer service.
Mind u the first time they sent me home in my Audi with a hood that would not close tight, that shut off the wipers. They said it was an adjustment. Come back. Was not fixed. Turns out they had to put a new bumper on because they CUST corners and went with a after market refurbished one. In short Fuck Phil Long

Shelia and the rest of the staff were very friendly and helpful. I would highly recommend this place.