Suburban Cadillac Collision of Plymouth

I had an amazing experience working with Lawrence at Suburban Cadillac of Plymouth Collision Center. From start to finish, he was professional, communicative, and genuinely cared about making sure everything was done right. He kept me updated throughout the repair process, answered all my questions, and made a stressful situation way easier to deal with. The quality of the work and customer service exceeded my expectations. If you need collision work done, I highly recommend asking for Lawrence — he goes above and beyond.

Huge thanks to Lawrence and his crew at Suburban Collision in Plymouth! They did an awesome job fixing my truck — it looks great. Everyone was super easy to work with and kept me in the loop the whole time. Really appreciate the great service and how smoothly everything went. Definitely recommend these guys if you ever need body work done!

Dropped car off for back end work they had it ready the next day. And took care of the nail in my tire.

Terrible management. Brang my Audi here because my insurance recommended them as a preferred body shop. Terrible mistake. I wish I would’ve went to an independent. They don’t answer the phone and have never returned a phone call. My car has been here for over 2 months with no updates unless I email and I’m reluctant to get an email back, and if I do it’s days after. Don continually lied about the progress on my car. I should’ve had my car back a few weeks ago, there is no sense of urgency here at all. They just don’t care. I would not recommend.

What started out as a positively dreadful customer service experience with Suburban Collision in Farmington (now closed) ended up with a positive outcome, because of one individual. Aaron Morrison, the collision shop manager at Suburban Cadillac Collision in Plymouth inherited our vehicle when the Farmington facility was shuttered on very short notice. I was told by the customer liaison at the Farmington facility, that the work on my vehicle was a few short days from completion. After receiving the vehicle in Plymouth, Aaron passed along the bad news. He explained that the quality of the work done on the vehicle was substandard. In order to get the job done right, he explained to me that he would need to undo the work done thus far and start over. It is important to mention at this point that the easy option for Aaron would have been to complete the job and deliver the vehicle back to me at the earliest opportunity, because he knew I was very frustrated by all the delays I had encountered up to the point he received the assignment. I agreed with his assessment that it would be better to do the job right, than to do it fast. Once Aaron’s crew got into the process of repairing my vehicle, they learned that the previous collision shop had failed to order all of the necessary parts. Worse, further damage had been done to our vehicle, when it was left outdoors at the Farmington facility without any protection from the elements (a falling tree limb crushed the hood and shattered the sun roof). Consequently, the leather seats appeared to be worn and damaged due to exposure to rain that fell into the interior compartment of the car. Aaron felt that his team could recondition the seats and replace some of the interior trim that had been damaged beyond repair. He assured me that if I was not satisfied with the work, he would order new replacement parts. Rather than make a long story interminable (our vehicle was in the shop for 3 1/2 months), I’ll cut to the conclusion. We picked up our car on October 12. The work done on the exterior was impeccable (it was in BETTER condition than prior to the accident). Remarkably, the interior was In beautiful condition. Aaron hit the sweet spot of a good customer experience: underpromise and over deliver. He promised me a satisfactory outcome and delivered a better outcome than mere satisfaction.