Priority Collision - West End

7837 Carousel Lane
Richmond VA 23294

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4.6 rating of Priority Collision - West End
4.6 out of 5

60% Recommended

Based on 21 Sales and 4 Service Reviews

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Ratings 4.6
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Time Frame
5 Star Rating
Overall Experience
outsanding in all phases.excellent work and and fair in pricing.. ALSO SERVICEMANAGER WENT ABOVE BOARD TO MAKE SURE ALL DONE WELL
1 Star Rating
Overall Experience
had my car for 45 days for simple hale damaged. I had to call to get updates. They Left several scratches and marks on my car. Poor service overall
Richmond, VA
1 Star Rating
Overall Experience
Got an estimate on Thurs. June 16th for damage to the right side of my bumper & tail light. Parts ordered Friday. Dropped my vehicle off Monday. Car was to be ready Wednesday. More damage found, so it was now to be ready Friday. Wrong part shipped, so it was now to be ready Monday morning.

Monday afternoon & I haven't heard from anyone. Called 8 times. No one has called, & every time I call no one answers the phone or no one is available who has the info. Around 5:00pm, they call to say my car is ready. I'm on my way to the shop but realize I won't get there until a few minutes after 6:00pm (the time they close) so I call to let them know. I said I will be there by 6:05pm, to which the reply was "we don't stay late." I had to pay over the phone & get my keys from the sales dept. When I arrive at exactly 6:05pm, the person I spoke with on the phone who told me she doesn't stay late is still there. I knock on the door to speak with her about the customer service & she turns the lights off.

I start my car & the instrument panel doesn't light up nor any needles move, although it was perfectly fine when I dropped the car off. My insurance rep says she will speak with the service dept 1st thing in the morning. So I leave the car. The next day, again no one calls me until I call them around 1:00pm, but still no answers. Around 2:30pm, the shop calls to tell me my alternator is bad & it'll cost $400 to fix (+ $100 diagnostic fee). This is very suspicious since there were no indicators prior to me leaving my car that my alternator was going bad. I go to the shop to check up on this in person & they tell me the battery is dead. They say it was dead that morning, which is suspicious b/c it was fine the evening before, nor did anyone tell me all day. So they replace the battery for no charge, but that doesn't fix the dashboard problem . When I question them about it, they say they never ran the diagnosis for the dashboard because of the battery & alternator, but they insist the dashboard is related to the alternator. I find this hard to believe without running the diagnosis, which they still don't do b/c everyone has left. I also asked them to check behind their work to make sure nothing was missed, which they don't do. I ask to speak to the person who worked on the car, but he has left for the day. I say "we know y'all don't stay late," to which the receptionist rolls her eyes. I tell her that she is very immature & will not make it long in customer service. She tells me "you are immature." Priority won't help, so I take my car to Advanced Auto to test the alternator. The guy says it's a little low (11v, but Priority said 6v), but he doesn't think that's the problem.

The next day I take the car to the Nissan dealer where I purchased it so they can diagnose the problem. On my way, the car shuts down. So I think, maybe they had a point about the alternator. I get a tow to the mechanic who puts in a new alternator. The dashboard still doesn't work. So we go to Nissan, & again the car shuts down on the way. We call Priority to tell them the car is shutting off after getting a new alternator as they suggested. The service manager claims they will "help", while also saying that I can't have an adult conversation & she has read my review. We get a tow to Nissan, explain the situation & leave the car for diagnosis.

Some days later, Nissan calls. The car is fixed & ready. When Priority worked on the tail light, they didn't put the wiring back correctly. The wire got pinched, which blew the meter fuse, causing the dashboard to not work, the alternator to not charge & the battery to die. So it is Priority's fault & they'll pay the bill. They'll also reimburse for the alternator. I take my receipts to the manager & she apologizes, saying "we needed to find out the problem." Exactly, but you refused to do so since you didn't run a diagnosis nor check behind your work.
Glen Allen, VA
5 Star Rating
Overall Experience
Hello Vehicle Shoppers. I normally am reluctant to leave reviews since they are so subjective, but after the course of action that has occurred within the last 5 days, I just had to do it, so sit back and let me tell you my story.
Saturday afternoon I was involved in an accident. My 2005 Chrysler PT Cruiser was in perfect condition with only 58250 miles. I thoroughly enjoyed the car and had high hopes that the auto body shop would be able to repair it. Fast forward to Monday and I find myself on the phone with my GEICO claims adjuster. He informs me that since the frame has been bent, the car is considered totaled! Several hours pass by and the GEICO claims adjuster calls me again. He informs me that they have a check for me and my claim is completed. He further asks when I would like to come up to Priority Auto Body Shop to remove my gear from the car. I advise him I will be there within the hour. I never expected this to happen so quickly. GEICO is definitely on top of their game and I highly recommend them. I have been with them since the 1990's and this is my first claim, hopefully my last, but they are true professionals! So I arrive at Priority Auto West End and proceed to the Auto Body shop and meet my claims adjuster. He hands me my key so I can retrieve my belongings from the car and the check. After I retrieve my belongings, I return the key and notice that Priority West End is also a HUGE/Major dealership. I start to walk the lot and Seth approaches and introduces himself to me. He asks if he can be of assistance and I inform him of my goal: 1) Low Mileage, 2) Certain price point, 3) Defined monthly payments and that I am seeking a Jeep Wrangler. Seth relays this information to his manager, Chris, who starts looking for my vehicle choice. While I am walking the lot however, I come across several vehicles that catch my eye and check them out. This entire time, there is absolutely NO pressure. Seth is there, but in a position of "What can I do for YOU", rather than the anticipated high pressure salesman (A welcome relief and breath of fresh air). So as I am walking across the front of the lot, I notice a 2010 Nissan Xterra, which is just gorgeous! This vehicle was just marked down and meets and exceeds all of my requirements. Seth and I go out for a Test Drive and the deal is locked, this is the vehicle for me. My only remaining questions are; 1) An extended warranty, 2) What would be my financed %. So Seth escorts me inside the showroom, where I sit down with Seth and Chris. It was at this point I thought the pressure may start, but it did not. I did not even need to complete any of the paperwork, they filled out all of the documents, I just had to review them and sign off on them. So Chris says, "Why don't you go grab some lunch and Seth will call you in an hour with an update", I agree. One hour later (exactly), Seth calls me and states that Chris has some options happening, but is trying to secure me the best finance rate. Seth states he will call me back in 30 minutes with an update. So while I'm out enjoying lunch, those guys were back at the dealership working hard for my business. Seth calls me a 2nd time, well within the 30 minutes he previously stated. The deal is locked and completed, meaning they were able to get me everything I had asked for and more. See this dealership offers some nice incentives; Free Oil Changes and Free State Inspections for as long as you own the vehicle. They also guarantee the engine as long as you keep up on all of the scheduled maintenance. It also comes with a Free CarFax report (which is very informative and a must have when buying a used vehicle). So on top of the vehicle, I also am receiving the following option upgrades (at my request to be added into the contract): 1) Extended Bumper to Bumper Platinum Warranty (They offer 3 different versions) – 5 years or 60,000 miles, 2) Auto Butler Premier Pain Protection II – 5 years with resealant applications applied every 6 months (Completed by the Dealership). I return to the dealership and sit down with Chris and Seth. They inform me of all of the particulars and Chris presents me with the paperwork and thoroughly covers all of them. These guys are top notch and answer every question and in “Laymen’s Terms”. While Chris and I are going over the paperwork, Seth is getting my vehicle detailed and in perfect condition. An hour or so later and the deal is wrapped up. These guys are true professionals in every sense of the word.
The bottom line and the end of my story is this; if you want a new or used car, want to be treated with respect, deal with professional staff and have a sound relationship with an Auto Dealer that is on top of their game (Since they meet or exceed all of the above), then proceed to the Priority Auto West End dealership. Everyone here is a professional, but hey, ask for Seth or Chris and tell them that Gunny sent you. They will not only take care of you that day, but for the life of your car, and to be honest, isn’t that what you want and expect? I did and they delivered. It was the smoothest and best purchase I have ever had with a dealership and I’m a 57 year old retired US Marine. Good luck folks, but honestly, if you go here, you won’t need the luck! Semper Fidelis
Richmond, VA
5 Star Rating
Overall Experience
Justin, Seth & Ryan were all fantastic in making our purchase a success & stress free. Would recommend them hands down.
New Kent, VA
5 Star Rating
Overall Experience
I recently had my Honda Accord repaired from a hit and run accident at Priority Collision. I could not have been more pleased with the service and repair results. My husband and I have used a local body shop in the past but when Geico recommended Priority it sounded more simple, so I decided to try it. Tiffany was very knowledable and professional, the staff was great with keeping me informed on their progress and they did an excellent job repairing my car. When I was unhappy with the vehicle the rental dealer offered me they immediately lined up a car similar in size to the car I drive. The whole process from drop off to pickup was a totally stress free!
Glen Allen, VA
5 Star Rating
Overall Experience
Excellent experience everyone was efficient and nice
Richmond, VA Assisted by Judy Lindgren
5 Star Rating
Overall Experience
Great job!!!
Mechanicsville, VA Assisted by Judy Lindgren
5 Star Rating
Overall Experience
Priority was a great experience! They were fast and the people were extremely nice.
Assisted by Judy Lindgren
5 Star Rating
Overall Experience
Priority took great care of me from the moment I walked in. Everyone was friendly and professional from scheduling the estimate, getting the estimate and performing the work. Priority worked seamlessly with Enterprise rental car and even phoned them when I dropped off my vehicle to ensure someone was on their way to get me. The icing on the cake was that the repair work was done in on the same day. That is unheard of! Even Enterprise was surprised! :)
Thank you to the great team at Priority Collision - West End. You turned a stressful situation into something very manageable. You have my highest recommendation to future customers out there.
Richmond, VA Assisted by Judy Lindgren