Cooks Collision

Please don’t take your business here. If you’re not satisfied with the work they do on your car, they basically say take it or leave. Plenty of other places to go in town.

With all respect for Unilocal readers; I’m a type of guy that never really writes bad reviews for businesses, but this is a completely different story. When I dropped my car off, I told them the rear wheel needs to be checked for shaking… After a week, I went to pick the car up on Christmas Eve. At a first glance the car looked super dirty inside with a lot of paint dust. I didn’t really care, I said I would wipe it off myself once I get home. But once I drove off I noticed the rear wheel was still shaking. Turned right back into the parking lot to let them know. Here comes the manager with a huge attitude. I also showed him a tiny scratch where they just had done work. I didn’t care about that either, I just wanted to point it out. I told him the tire is obviously flat but he insisted to just put some air in it for me to drive off. He came back after putting some air in it stating there is a big screw in the tire. This is his exact words after I told him this car isn’t drivable. «WHAT DO YOU WANT FROM ME!!! This is a road hazard and it’s not covered by your insurance. This is just a car and you can’t expect it to not have any scratches. Come back next week and I will fix your flat tire…»
After that, I went off on him. I may have even said I can’t f*ing believe this. I drove off with a flat tire for Christmas Eve.
MY RECOMMENDATION TO YOU IS TO NOT TAKE YOUR CAR HERE BECAUSE THE SHOP MANAGER DOESN’T KNOW HOW TO TREAT YOU AS A HUMAN BEING.
Everybody else was nice.
I’ll post a picture of my flat tire with the screw in it as well.
Thank you for reading.

Came here when I was rear ended and now my car is WORSE. The rear ending accident created a new injury to my car that stemmed from a previous dent just above the bumper (where the bumper meets the body of the car — someone had dented the body of the car just above the bumper). After the rear ending, that dent reappeared and warped the area where the body should meet the bumper. Cooks did NOT fix that part of my car, even though it clearly was due to the rear ending accident whose damages they were supposedly fixing. So now my bumper is basically coming off on that side as it is unhinged and the connection cannot be remade, and now it is susceptible to rust damage on the inside of that crack. Thanks for making it worse, Cooks…

I have to totally disagree with some of these 1 star reviewers. They are entitled to their opinions, but some of them seem like they are just consummate complainers. Anyways…
I’ve taken my vehicles a total of 3 times through the years to Cooks, and whether it has been a small, cosmetic repair or a more complicated fix Cooks has always given me great customer service and quality repairs at reasonable prices.
I’d like to thank Morris, a damage assessor, and Julie at the front desk in particular. EXCELLENT customer service!
It goes without saying that no one likes damaging their vehicles or having to pay to fix said damage. But Cooks has always made it pretty much pain free for me.

I would give –5 starts if I could. Took delivery of a new Ford Focus EV which have a bump on the bumper and ford took it to Cooks and try to have it fix. I couldn’t believed they are in business by the quality of work they performed.
First visit… seems they took care of the original paint problem on the bumper, but noticed scratches were on the bumper and bumper weren’t line up when I was picking up the car. they
2^nd visit… trying to fix the scratches and realign the bumper… turns out scotch marks were all over the bumper where the plastic trim they removed while repainting the bumper… overall…very sloppy and unprofessional work.
3^rd visit… tried to have the scotch marks issued fixed, but noticed the color between the bumper and car does not match at all and I can say it’s ugly and the bumper is not as securely as it used to be (you can use your finger to give it a gently push and it will move back and forth) Well… their explanation was the bumper have been taken out and put back for few times and they will need to order a brand new bumper from factory in order for mitigate the issued.
Ford orders an bumper and my car went in for the 4^th time after couple months of the wait… guessed what… they still can’t get the color match and the bumper still move back and forth.
Really…they still can’t get it right after 4 visits and 6 months of my time wasted… Ford told me
Cooks is in business for a very long time and very professional… well. all I can say is how the world they can be a professional and still in business if they cannot even match the color between bumper and the car.
To be honest… how hard can it be to have the color match? Our lexus have a Glacier Pearl (multiple layers of different color) exterior color and Putnam Lexus were able to match the color without any issue…
Take your car somewhere else if you need a paint job done… otherwise…don’t expect too much out from this shop.

Heather was my point of contact at Cook’s Main St. I picked up my 2015 4Runner today. Looks like it was straight out of the dealership! Good as new! Heather made sure to keep me updated with each process via text. I am very happy with the way it turned out. They run an awesome shop from the front desk to the mechanics. Thank you!

I went to this Cooks because of the positive reviews, despite it being further away from me. I was very pleased with my service. The door and the bumper of my hatchback were replaced and everything is working like new. The color matched perfectly, my car came back clean, and they kept me updated along the way. The staff was very friendly to me and I had no issues.

The staff is rude. I made an appointment and had to wait even though you could hear a pin drop. Untimely or no response to emails. My request to change the person I was assigned to was denied.
The Cooks on Pine Street is better but I am done with Cooks.

If I could give a zero I would, took my new car to them after micheal stead Cadillac recommend them, they did some rear end work after I was rear ended, sloppy work, paint so thin you can see metal, runs down one side, then when brought it to heathers and franks attention they dismissed tried to say it was like that, I dont even have plates on my car rude customer service and unprofessional… oh yes my car is still not fixed, oh yes forgot to mention they also cleaned the inside after I spilled a drink from the accident… they got paid when got it back there was still sticky all over it this place is a joke the worst place to get anything done, they cant even be honest and make things right, I still have no plates on my brand new Cadillac…

First time at cooks had a Head Lamp Restoration Very professional, very helpful I highly recommend cooks .My Head Lamps look Fabulous !!! Thank You !! Dave and Sarah… Andrea

I get that I was a walk-​in, you’re busy, and maybe I should have called ahead … BUT, as someone who has yet to funnel money into your pocket, and wanting to do so, you might have wanted to be a little more courteous when telling me you couldn’t give me an estimate at that moment. Your front desk girl needs some serious customer service training. Get with it.

If i could give this place zero stars I would. AVOID COOKS COLLISION IN WALNUT CREEK AT ALL COSTS.
Cooks adjusted there estimate 3x on me and the third time without my approval or notification. My accident was unfortunately not covered by insurance so I was paying out of pocket for repairs — not cool when the price keeps changing worse when they don’t even tell you it’s changed. When I got the car back it was filthier then when I submitted it — grease and dust everywhere, the doors were not hung correctly/​parts misaligned, personal items missing. I was not provided a final walkthrough — they just said here and handed keys. I gave them an opportunity to fix there mistakes and I got the car back today only to see incremental improvements. Again I did not receive a final walk through and I have yet to receive an apology from the company. What’s most concerning is their attention to detail — part of the work performed was to reset airbags. If I can’t trust them to rehang a door how do I know they installed my airbags correctly? I have two young children and now I fear for there safety. I will be submitting a complaint with the corporate headquarters as well as filing a small claim lawsuit. Avoid at all costs.

So I finally received my truck back today. David the manager called me to confirm all the work has been done. And to apologize that the work wasn’t done correctly the first time. he said mistakes happen. However they fixed the mistakes. And he himself check the operation of the truck to make sure it was fine. He also filled up my gas tank as an extra apology. Which was much appreciated! So ultimately I gave them 3 stars. the way my truck looks today I would have originally given them 4 stars. Not 5 stars. Because I do believe the receptionist needs some customer service training. You just don’t treat a customer like they are incorrect about a problem. When in fact there was a problem. I felt it was necessary to deduct a star because of the initial problem of not having the truck fixed correctly the first time around. I give David the manager and Dylan two thumbs up for trying to make me happy. And I will say the truck looks great!

Had a groupon for an interior/​exterior detail and engine compartment. I’m always skeptical on the type of service you’ll get from a groupon and at first was a little disappointed. When I got my car back it was washed, but it didn’t look waxed and later examination showed that the engine compartment wasn’t cleaned as was described in the deal. It wasn’t waxed because of a miscommunication about the clear bra I have on the car, I’m not sure about the engine. After one call the miscommunication was cleared up and I had another appointment to take care of the missed services. I greatly appreciate a company that will make sure to get it right especially when it has a misstep the first time around. Thank you Cooks!

Took my car in for a headlamp restoration that I purchased off of groupon and the results were amazing! I was helped by a young man named Kenny who had great customer service and even gave me a bottled water while I waited! If I ever need to have repairs to my car I know where to take it! A+

My car was dir-​tay. I got it about two years ago and never really bothered to do anything outside of the occasional car wash.
Enter Cooks Collision. One Groupon and 90 minutes later, my car was sparkly and clean. Inside, outside… it was all taken care of! $ 50 is just the right about of money for a job like this, but their MSRP for $ 100 for a job seems a little steep.

I just received my auto back from a minor accident causing injury to the bumper. My auto is a 1998 Cadillac. I first went to the cadillac dealer which was unable to help, because the part was no longer manufactured. I took it down the street and requested help. I received a quote and a schedule for repair. The quote was reasonable and it was ready as promised. One of the nicest features of dealing with this company was their use of texting. They texted me when my auto was ready thus not disturbing me with a phone call while I might have been driving.
The physical plant made me think of being in the lobby of a law office as I have been hundreds of times. The workers were more than courteous.
I recommend this company without reservation. I hope I don’t need such service in the future, but if I do I will again choose this company.

I just left Cooks and I couldn’t be happier. I got in a tiny parking lot accident & was super bummed. I brought my car to Cooks & they had my car back to me in under 2 days. Heather contacted me regularly with updates & made this accident thing a lot less painful. My Honda CRV was sparkly clean & the repair work looks great. Heather & her staff were super helpful– I highly recommend heading here when you need body work done. Also– nice work on the new shop– it looks great!

Considering Cooks Collision in Walnut Creek? Go next door to Jim’s Auto Body and find out what real customer service and professional integrity is really about.
My insurance company, State Farm, made strong recommendation that I go with Cooks after I was a recent victim of a hit and run.
I went in this afternoon and could not have been less impressed. I handed the front counter person my estimate and informed her that I was here for a 1pm appointment. She stated that the person I needed to see would be out shortly. She then began to review my estimate — reading portions of it aloud under her breath… She then said, «And one tire?» I responded, «I’m not sure. A rim was seriously damaged and if it’s determined that a tire was damaged I want State Farm to replace all the tires or just pay out for the one…» She responded — «State Farm won’t replace all your tires…» I didn’t respond to her further because I was unclear why I was discussing my estimate with the person who fields calls and greets customers. I felt like I should discuss the estimate with the person assigned to my claim. Also, I had reviewed the estimate (I provided them with a copy) and I didn’t see a tire listed and wasn’t sure where she came up with a tire; However, the estimate had a supplemental clause so if it was determined that there was additional damage to the car, the collision repair company could go back to State Farm and request additional coverage.
The Cooks rep assigned to me, Heather, came out of an office and greeted me and we walked together to my car. She did a quick glance at the car and said, «There is no tire replacement here so State Farm won’t pay for tires…» I responded, «I didn’t ask State Farm to replace tires. The receptionist did.» I also stated that if a tire was damaged in the accident, State Farm would in fact replace it. Heather stated that she was just telling me what the estimate said. I reminded her of two things — I brought the estimate to them (therefore a logical person can conclude I had read it) and also I had not asked about tire. Heather then said something about not speaking to her in a rude fashion — apparently that privilege is reserved for Cooks employees only and then she said, «I can get you in Monday. I can’t get you in this week…» (Hello. I didn’t ask you to get me in this week). I said ok and she began to walk away. I stopped her and said, «Time. What time on Monday?» She gave me a range between 8 — 10 am. No thank you. No see you Monday. No thanks for your business. Sorry about your car. Nothing.
So here is what I’ve concluded. Cooks works for State Farm. Cooks has a FAT State Farm contract. Cooks loyalty lies with State Farm. They will not be looking out for me or the integrity of my vehicle, a Mercedes. They want to get the work done on the cheap and keep the State Farm contract they have. I wasn’t expecting a tire (s), but the fact that the receptionist and the claims persons were not even willing to entertain the notion of replacing a tire without even seeing the car, was stunning. What if the tire had been damaged? What if they noticed it were damaged during repairs? Would they have recommended replacement then? They were willing to rule it out without even SEEING the car because they are loyal to State Farm and the steady stream of business they get from them. When I called them on their assumption that I was stupid and didn’t see what they were doing, they accused me of being rude.
Avoid Cooks Collision!

After my car was damaged in an accident it was recommended I go to Cook Collision on North Main. Tim Collins had me all taken care of and over delivered on the repairs.
— My car was finished ahead of schedule
— The work was as if nothing ever happened.
They even took it upon themselves to fix an old ding that was not relative to the current work but close in proximity and did not charge extra. What a great surprise.
I would highly recommend the people and work at Cooks Collision on North Main in Walnut Creek.