Kenny Ross Collision Center

My experience was extremely disappointing. I asked to review the damaged parts and understand the repairs that were being estimated, but instead of taking the time to explain everything, I felt dismissed and treated disrespectfully throughout the process. Stephanie, the estimator, came across as condescending, and another employee whose name I unfortunately did not get was also rude and unprofessional. While showing me the damaged parts, he began aggressively throwing them off a cart onto the floor, causing further damage. This behavior was shocking and completely inappropriate. When I asked for the key so I could retrieve my belongings from the vehicle, I was met with more hostility. The estimate had initially been around $8,000, but after further inspection it more than doubled, ultimately resulting in my vehicle being declared a total loss. As I was leaving, the same employee walked back into the shop yelling, “God bless you” in a sarcastic and condescending manner. He tried to say how he was a “Christian who would never lie” and this made me feel extremely uncomfortable. On top of all of that they wanted to charge me a restocking fee, charge me to disassemble and reassemble the car so I could take it for a second estimate. A grown man having a temper tantrum is not professional or anything you want in a professional setting. You should not escalate these kinds of situations, especially after giving the insurance a reason to total loss the car. I understand that difficult conversations are sometimes part of the collision repair process, but there is no excuse for treating customers with disrespect. Based on this experience, I will not be returning and would not recommend this facility to friends or family. What makes this situation even more frustrating is that I purchased this vehicle from the same dealership (Kenny Ross Mazda) just three weeks before this incident. Given how quickly the repair estimate increased and ultimately resulted in the vehicle being declared a total loss, I was left questioning whether my best interests were truly being considered. While I cannot say for certain, the experience left me with the impression that there was more interest in replacing my vehicle than repairing it. Regardless, the lack of professionalism and transparency throughout the process significantly damaged my trust in this dealership and collision center.

My car was involved in a hit and run. Towed to Kenny Ross collision and had several issues along the way Photos of accident Photos of error codes- popped up on way home Took car back Monday washer fluid not working- 360 camera not working- and take it home Monday evening after being told it was fine and nothing was wrong Drive it home o Tuesday after work- headlight not working on the side the car was hit. Photos of headlights not working I do not recommend this shop. They do not check their work and have cost my husband and I work hours and time away from our family. Still waiting for an apology and an actual list of items they repaired. How can one shop possibly make so many little mistakes in such a short period of time.

Thank you Kenny Ross Collision! Our car looks like it just came out of the showroom and the work was done in a timely manner (even two days less than estimated). The staff was polite and professional and fun. I cannot say enough or thank you enough. God's abundant blessings to you all.

*update* Megan from Kenny Ross did return the phone call and was willing to work out some type of arrangement so that I would not incur expenses since my car was hit. However, I do stand by my review due to work. DO NOT BRING YOUR FOREIGN LUX VEHICLES TO THIS PLACE! Go to your respective service center to avoid a huge bill. This location should get a NEGATIVE 5 and invest in finding competent, honest and all around experienced mechanics because those who worked on my vehicle are GROSSLY INCOMPETENT, DISHONEST AND LACK EXPERIENCE WITH LUXURY VEHICLES!!! My driver’s side door was hit while parked. The insurance company sent my vehicle to Kenny Ross. The coordinator was polite, informative and professional. However, upon picking up my Volvo XC60, I heard wind. Anyone who owns a Volvo, Jag, Hummer etc, knows part of the luxury(and price) is that you CANNOT HEAR THE OUTSIDE!!! I returned to Kenny Ross to complain of this. The coordinator took it pack to service. When I returned she said she drove it down the long street and heard nothing. She must not own or have driven other Volvos. I was closing on a home in VA at the time so I had to accept the vehicle despite my concerns about the hearing wind. Upon arriving in VA, I asked a salesman to take a look - he isn’t service- that was on me. He did not see anything. This location was lack luster so I took my vehicle to another Volvo dealership!!! Thank all the dieities for Gary from Volvo of Richmond!!! He noticed right away and upon taking the door apart to look inside , he was horrified at the shoddy work!!! Rails were bent, screws missing, whole parts missing, stripped bolts and the list goes on. A picture is worth a thousand words but a video with explanation is worth its weight in gold. Unfortunately I can’t upload the video but I included the photos. This will cost upwards of FIVE THOUSAND DOLLARS to fix as the current door is unsalvageable! As I close, I contacted the office manager, Greg Kuzyck. I felt he was genuinely concerned however he never followed through with returning my call or email. Now I see the unfortunate characteristics are pervasive. This place will tell you whatever and put “band aids” in order to get the money and you out the door!! BEWARE!!!

Last year, took a brand new car there part of repair included front tire replacement. Just recently noticed my new 'replacement' Michelin tire is bald at 14k miles. Vehicle hasn't been anywhere else other than dealer. Looked back at receipt and there was 50 miles put on it while under their service. Absolutely no reason for that many miles on it while in repair. Shame on me for not inspecting closely at the time last year when I picked it up but my 'new' tire is definitely a used one. Other side is very low tread as well and is suspect. My stupidity for not inspecting very closely but everything looked acceptable at the time. I do not recommend this shop. Could be just one bad egg there but to me it's crooked and creepy.