3401 Holloway St, Durham, NC | Directions 2770335.983894 -78.830477
Mon. - Fri. 9am - 5pm;Sat. - Sun. CLOSED
Neighborhoods: Greysons Green
Raving Fan – I couldn't have been more suprised as I read the other reviews for Matthews. I took my Mercedes E320 to Matthews last Friday after a pretty good wreck on 147. Mike the estimator has been a real pleasure to deal with, I only wish my insurance company was a responsive as he has been. He went the extra mile to arrange for a rental car, calling ahead and getting me a better rate than I could have gotten on my own. Professional, responsive and courteous. I highly recommend them.
Nightmare – Working with this shop is a nightmare. I had a Mazda 5 that had a side fender pushed in. They did a great job repairing the cosmetic stuff, but it turned out that the frame needed to be adjusted so that the tires could be properly aligned. They should have done that prior to the car leaving the shop. Some time went by and we went through tires faster than we should, and got new tires at Colony tire. They showed us on the rack where the frame was tweeked and said that they didn't have the equipment to properly align the vehicle. I took the car back to Matthews with my warranty papers, and they said they would not honor the warranty.
HORRIBLE WORK & VERY RUDE CUSTOMER SERVICE – I can't give any stars at all to this shop, but this form requires at least one, so that is the only reason one star is there. I agree with durhamdiva, except I think my experience was even worse!! This has been the worst experience of my life!!! Not only was additional damage done to my car by the shop, the repairs they did do were of very poor quality - you can still feel the roughness in the paint! We told them when we left the car we wanted our old parts back and they said they ALWAYS kept them until the car was picked up. They did not give us our parts back however saying they did not have them - one of them said we might could go and find them on their trash pile if we wanted to go look ourselves, but said they didn't keep that junk! They would not allow us to write down our disatisfaction on the bill. She jerked it away when I tried. Then I wrote my disatisfaction on the insurance check since an attorney had told me this would be okay and perfectly legal. Then she said she would not accept the check since I wrote on it! It was an insurance check - perfectly legal - not a personal check and she had said on the phone she would take it! I also have a notorized statement from the bank saying the check was perfectly legal with what I wrote on it! They had all of these people that worked there to come into the office and they were all staring at us - very intimidating! They tried to pass off my old wheel cover as the new one that was on the estimate and would have if I had not noticed it had not been replaced myself. We had to leave without our car once again - (the first time it was supposed to be ready we had found additional damage that their shop did that they had to fix among other things.) It was their closing time when they refused the insurance check and we did not have time to go and get a cashier's check, so we had to leave with no car once again and it was a Friday afternoon! We took a sheriff escort with us to pick up the car on Monday time and had the bank put "Multiple Areas of Disatisfaction" in the corner of a certified bank check - she even said she did not have to take that check - but then said she would (I'm sure it was only because the sheriff was there!) She would not allow us to take pictures of the car before we left their property that we needed for our insurance company. She told us to take the car and get off her property. I would never recommend this place to anyone. All I can say is BEWARE!!!! Read what durhamdiva wrote! I'm not the only one they have treated like this! I wish I had found her review before we went there!!!
Very poor customer service – My vehicle was involved in an accident and needed to be repaired. The wrecker suggested for me to take my vehicle to Matthews Body Shop. Being a strong supporter of Durham businesses, I agreed. First mistake! The vehicle was taken there on the 2nd. The gentleman who works at the front desk stated that he would have my appraisal done by Friday and he should have an answer from the insurance company on Tuesday at the latest. The insurance company called him on the 5th looking for the appraisal, still not done. The insurance company called again on the 11th, still not done. I had also made contact with the body shop by this point. Second mistake! not moving the vehicle at this point. Finally on the 15th the appraisal was completed by Matthews, the super insurance company I have (Liberty Mutual) was so worried by the time frame, they approved it on the 16th. Well on the 25th I was contacted to pick my vehicle up it was ready! Yea I thought, short lived. I was told to bring the check from the insurance company and my deductible. I arrived to pick the truck up and low and behold there was more money due on the truck. I had just spoken with them on the 25th and not a word was mentioned. I then expressed my frustration about this and the owner of the business came out of her office and spoke to me as if I had just robbed her business. I understand the value of customer service and only wish to spend my money where customer service is valued! This is not the case with her. She belittled me and spoke to me with such anger, I was really surprised and confused. I tried to say that if I had just known I would have brought more money, she was just ranting. I will say that I was not my usual cheerful self, just to the frustration of the length of time I had waited, but by no means did I deserve the abuse that I took. The poor customer sitting in the waiting room just shook her head! So I left, with out my car. I did go to look at the work, and I will just say, I have seen better. There were used parts on the truck (they said oh I forgot to tell you, that part is on back order). I am not really sure what the owners issues are, but I will make sure to let everyone know!
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