Stew Hansen Collision Center - Clive

I live a couple of hours away from Stu Hansen, and needed my car repainted. It was hard to get my appointment and get the car in. They are not very good at communicating. I had to wait months, and make lots of phone calls, and only one email was responded to but not right away. They did not return phone calls. I get it that they are busy, though. They could still do better at that part. Once my car was in, I was taken care of extremely well, and they went over and above by cleaning the inside of my car without extra charge. The experience was very easy and problem free after my car was in. I'm grateful for a job well done!

My experience with Stew Hansen Collision Center has been extremely disappointing. My vehicle was originally brought to Stew Hansen Collision Center following an accident. The repair process took approximately three weeks, and throughout the time, I remained patient and understanding. This was difficult as I work out of town and had to find rides to work. A replacement vehicle was not provided. The staff was generally easy to work with while insurance approvals and repairs were being handled, and I was happy to finally get my vehicle back. Unfortunately, after receiving my vehicle, I began experiencing serious issues that were not present before the repairs. My air conditioning stopped working completely, and my engine began overheating constantly. Because of these concerns, I returned my vehicle to Stew Hansen Collision Center for a second visit, during which they kept it for approximately three days. Communication issues became a major problem during this second visit. Their app and text messaging system provided inaccurate information and created unnecessary confusion. On one occasion, the app notified me that my vehicle was completed and ready for pickup on a Friday. I made the trip to pick it up, only to discover that the vehicle was not actually finished. I was told that my keys would be left with the dealership or service center across the parking lot so I could retrieve them over the weekend. The issue with my vehicle remains extremely concerning. I work approximately an hour from home, and cannot safely or comfortably continue driving a vehicle in 90-degree weather with no air conditioning or risk causing further damage to my engine because of overheating. These are not minor inconveniences; they are significant problems that affect the reliability and safety of my vehicle. What has made the situation even more frustrating is the complete lack of communication since I reported these issues. I have repeatedly attempted to contact Stew Hansen Collision Center to discuss my concerns and obtain information regarding my vehicle and repairs, but my calls have frequently been transferred, placed on hold, or directed to voicemail without a return call. Communication seemed much easier when insurance was paying for the repairs. Now that I am attempting to address concerns related to work performed, I feel as though my concerns are being ignored. Perhaps the most troubling aspect of this experience is that my vehicle was released to me despite the overheating issues. As a repair facility, I would expect customer safety to be a top priority. I have two young children, and their toddler car seats are installed in this vehicle. Knowing that I regularly transport my children, it is concerning that I was told the vehicle was okay to drive while experiencing an overheating condition. Whether the issue was directly related to the repair work or not, I would have expected clearer communication and a stronger emphasis on safety before the vehicle was returned to me. I understand that mistakes can happen during any repair process. What matters is how a business responds when a customer raises legitimate concerns. Unfortunately, my experience has been one of poor communication, inaccurate status updates, repeated delays, unresolved vehicle issues, and a lack of accountability when concerns were brought to their attention. I am still waiting for my vehicle to be fixed. Based on my experience, I cannot recommend Stew Hansen Collision Center. I hope they improve their communication, customer service, and follow-up practices so that future customers do not experience the same frustration, uncertainty, and safety concerns that I have.

Hands-down, this is the friendliest And most Professional collision center I have ever visited. My vehicle was repaired in a very timely manner with updates given every day. USAA recommended me to go to this place for my vehicle repair from deer damage. Working with Bryan Hrenik Was Definitely a pleasure, with no high stress whatsoever. Tom Duffy runs a very tight ship!

My repair was delayed three separate times. After the final delay, I was told the car would be ready on the 30th. When that date arrived, I had to call late in the day to check the status and was then told it would be pushed to Monday. I was never proactively notified when the vehicle was actually completed. I only found out when I called in. The quality of the repair may be fine, but the communication throughout the process was poor. With something as expensive and time sensitive as a vehicle repair, customers should be kept updated without having to chase information. I also had to extend my rental car multiple times due to the delays. I was told it was checked back in, but I did not receive any clear confirmation that it was, which added unnecessary stress. I can’t speak to if the vehicle was in fact checked in because it hasn’t been long since I got my car. Overall, I hope that you improve your customer communication and follow up, because the lack of updates made the experience frustrating.

The service was great and they were done with my vehicle sooner than planned. The only thing I was disappointed about was that they left the inside of my car so dusty. They cleaned the floor mats (which i assume was because they got dusty) but the backseats were completely covered in a layer of dust.