Hoselton Collision

This has been one of the most frustrating and disappointing service experiences I have ever had with an auto repair shop. The primary issue was not simply the delay in repairs, but the consistent lack of communication and professionalism throughout the entire process. The repair itself was straightforward: replacement of the top piece of the GMC tailgate and the bed cover. I was initially told the work would take three to four days. Instead, the repair took two weeks and four days to complete. During that time, I received no proactive communication from your shop. The only updates I received were when I called after promised completion dates had already passed. I later learned that the same part had been delivered incorrectly twice. Even then, I was not informed directly. Communication only occurred after the regional All-State liaison intervened and threatened to escalate the matter. Until that point, no one from your shop contacted me, despite assurances that updates would be provided. I was also told that the shop had called me previously, which is simply untrue. I did not receive a single call. After a week and a half without updates, All-State contacted me because your shop had not entered any progress into their system. The only communication I received from your team came on the final day, when I was told the part had arrived and the truck would be ready that afternoon. This lack of communication had real consequences. Had I been informed earlier that the bed cover was the only remaining issue, I could have taken my truck back temporarily and avoided approximately $450 in rental car costs. There were additional missed opportunities to provide competent service. I requested that the vehicle be inspected and was later told it could not pass inspection due to an oxygen sensor error. While the truck was already sitting at your facility waiting for the bed cover, the inspection could have been performed and the issue identified earlier, allowing service to be scheduled efficiently. The final interaction when picking up the truck reinforced my concerns about professionalism. I was told wiring to the rear light had been disconnected due to corrosion, which I understood. However, when I went outside to the vehicle alone, I found three wires hanging approximately seven inches below the bumper. When I returned inside to ask about it, I was told they were left hanging so I could see the corrosion. No one offered to walk out with me, explain the issue, or secure the wiring afterward. Instead, I had to secure the wires myself in the middle of winter. A simple explanation, demonstration, or even a photograph would have been more appropriate. My wife and I have purchased two vehicles from Hoselton in the past, which makes this experience especially disappointing. Unfortunately, the lack of communication, accountability, and basic service professionalism means we will not be returning as customers. I hope this feedback is taken seriously and used to improve communication standards and customer service procedures moving forward.

A tree had fallen in front of my car while driving. Hoselton Collision did a fantastic job repairing the damage and painting the car. I am very happy with the results. In some ways, it looks like new again. The turnaround time was better than I expected taking everything in to consideration.

Unfortunately, this is not our first experience with Hoselton Collision. However, from past experience, and from our most recent one, we will likely never go anyplace else. Their workmanship is impeccable, they are friendly and keep you up to date throughout the entire process. Hopefully, you will never need collision repair services, but if you do, Hoselton should be your first, and only, call!

This was an extraordinary experience start to finish. Every employee was friendly and helpful and made a really stressful experience feel like a breeze. I had a significant repair that took a good chunk of time to complete. There were some unexpected hiccups along the way that easily could have turned this experience sour - but the techs and office staff worked really hard to make sure that wasn’t the case. Particular shout out to Justin in the office who stayed in touch with me throughout and fielded my sometimes daily phone calls for updates. My car looks brand new - I can’t find a shred of evidence that it was covered in hail damage when I last saw it. Thanks for being customer focused and detail oriented.

Easy to work with, job well done. Paul was especially helpful.