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November 2022 by Fernando L.
Michael O is totally unreliable,apparently doesn't work cause if you call him to ask if your car is ready he doesn't answer(during business hours),I was told by him that my car car would be ready on Monday and that he would give me a call;after not getting a call,I called on Tuesday 3 times during business hours,the call was transferred to him but he didn't answer (apparently he doesn't work his shifts in full ) then I get a message from saying that my car will be ready on Wednesday at 5pm,I proceed to return my rental car,and head on to pick up my car from the collision center,and Michael comes out after several minutes of wandering around and not showing his face,just to tell me that they might have it ready on Friday,the level of unreliability is incredible,not to mention the lack of attentiveness. Terrible service!
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October 2022 by Lance B.
Chris the Allstate guy is an absolute liar. Won't take any form of accountability. Was told 3 week repair and repairs on car would not begin until all repairs arts were in the shop. That was not the case. Was lied to on multiple occasions. Will not call back as promise. Will not keep the open communication as promised. Will try to shift blame else where. Absolute worst experience for a car repair. Allstate users go elsewhere to avoid absolute headache and now 3 months of repair, lies and deception.
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September 2022 by Gyasi H.
UPDATE: after telling them not to do work on my car on 09/27/2022, they said I would be able to pick up my car eob on 09/27/2022. It is now 09/28/2022 and they are holding my car hostage, this isn't legal right? Definitely will be seeking counsel on this. I wish I could give zero stars. Forget professionalism, forget honoring your commitments. Suppose I wanted to fix damage on my vehicle based on a liability insurance policy it would be a nightmare, but that isn't the case I was rear ended just a fender bender and the other persons insurance pays for it all right? Wrong, I decided to use my insurance which will get reimbursed from the other person's, since they were at fault, cut to the manager Kevin who is verbally recorded telling me that they verified my insurance fully covers me from any charge but that was last week. Today, five days past when I was supposed to get my car, the person they keep changing to update me about the status says i wouldnt get my car until this Wednesday with a sweet surprise that I would owe 250.00 to the autobody. Excuse my french but for fin what? Your poor service and lack of organization? So im pulling my car and o yeah I decided not to use a loaner because I really thought they were going to perform at the high lvl that they did prior. So basically didn't have a car, when they attempted to procure one for me last Friday because I am seething at this point, I just say f it, he says it will be ready Monday afternoon. Well times change and so does fair / decent business practice. This place is questionable just like russel and smith's service center. Lesson learned. Run far away! O and I so pissed I am reporting then to the BBB. People are the worst.
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June 2022 by Jerray Demny
Apparently this isn't a body shop anymore.
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May 2022 by Tressia Q.
This body shop was awesome. Michael took care of me and kept me updated via text throughout the process. It was supposed to be ready on a Tuesday, but was ready the Friday before. I highly recommend thus place. The rental car process was also seamless!
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March 2022 by Mari M.
Was referred here through insurance. DO NOT RECOMMEND THIS BODY SHOP! Chris is extremely unresponsive. Estimate said 4 day repair time but 3 weeks later I'm still waiting and I have to call everyday to try to get an update. Go anywhere else!
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March 2022 by JRaju T.
I gave my car for repairs they kept it for a week did not repairs my car and they broke the windshield and gave my car back silently when I asked for it then are not agreed it happened there I asked him to show the picture if the damage happened earlier they are unable to show it. It's really waste of time and money going here and more damage to your car
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February 2022 by George L.
Eric Ferrufino is the worst customer service rep in the Houston area. Avoid him like the Bubonic plague. We purchased a brand-new vehicle from Russell & Smith Honda, and the entire process was great. Very professional folks in both the front office and back office. A few months in, our new car was unfortunately rear-ended by a truck, and the rear bumper needed to be replaced. Naturally, we brought it to the Russell & Smith Body Shop. Eric Ferrufino was assigned to the claim from the start. He informed us that the rear bumper was unavailable, which we were understanding. Fast forward six months. Eric took the insurance money and pocketed all of the money given to the body shop to make the repairs, and have done ZERO work on the car. The vehicle looks the same as it did when we were rear ended. He refuses to respond to phone calls, emails, and follow-ups. The type of customer service he is providing, you wonder how much this guy hates his job. It shows. Other body shops and dealerships have now contacted me that the part is available at their locations. But since Eric pocketed the insurance money, it leaves us in a limbo. You wouldn't expect this type of service from a part-time high schooler at Taco Bell.
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January 2021 by Ina H.
Excellent and professional place to get your car back to original shape! I unfortunately had been hit a few times driving around Houston. Each time, I made sure I sent my car back here to get fixed. It's quality work and the people you deal with communicate/update you regularly on the progress. I also want to give a shout out to Jessica L., who always listens and answers all my questions patiently. We always say bye with "let's hope I won't see you again!" So let's cross our fingers!
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May 2020 by Bruce W.
Bad, and I mean REALLY bad work on the first and second attempts on a $10,000 roof repair. Symmetry nor customer service not their best attributes.
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February 2020 by Byron J.
My car was involved in a accident on Christmas Eve. I was hit by a driver fleeing the police. After discovering the driver was not insured, my claim and needs changed at the last minute. The body shop was super flexible and worked with me on the deductible changes, and offered me a rental immediately. I didn't need the rental, but the gesture was appreciated. Jeff was my rep and I have no complaints. The repair is top notch, good paint blend, nothing left undone or dirty. My odometer didn't have a surplus of miles or anything sketchy. I feel like my vehicle was in good care. The repair took a little longer than initially proposed due to additional damage found after taking the truck apart ( no shocker there), but the communication was top notch. I was kept in the loop every step of the way. I plan to use these guys again in the future for rock chips and parking lot dings. Highly recommend.
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July 2019 by Edgar A.
6 Month Run-Around from Insurance Ends with Help from Kevin and Team Background: Another car rear ended my mother's automobile back in mid January 2019. The police showed up, blamed the other individual for the accident, and we headed to Russell & Smith Body Shop for repairs. Working with R&M: We dropped the car off, handed them all relevant paperwork to get in touch with the other individual's insurance, and we felt we were in good hands. About 10 business days later, we get the call that the car is ready to be picked up. Insurance Run-Around: However, the car wasn't picked up because the insurance agency was challenging the police report and did not want to pay for the automobile, even though documentation proved they were responsible. Needless to say, we had to get a lawyer and hound the agency to accept responsibility and pay for the damage. We threatened to sue, and the situation escalated further over the next 5-6 months. The car was at R&M the entire time. Amazing Customer Service: The R&M team was extremely helpful throughout the process. When I couldn't get in touch with my lawyer to strategize on what to do, Joseph Barnes (Body Shop Estimator) and Kevin McIlveen (Center Director) were the angels I needed. They explained to me how the insurance agencies work, and they provided all documentation they needed. They were with me the entire time until the insurance decided to pay most of the damage. I was going crazy and Kevin and his team helped me get to the finish line. Conclusion (TLDR): Kevin and his team were there for me and my family for this turbulent 6 month period when an insurance agency didn't want to pay for the damage to my mother's car, even though the police report showed their client at fault. The R&M team fixed the car to look good as new, stored the car the entire time, helped my family and I respond to the other insurance agency, and ultimately helped my mother get her car back. If you're looking for only a place to get work done, there might be other places for you. However, if you're looking for a team of people that can guide you through the process, that can be patient with you for months while maintaining extreme professionalism (definition of amazing customer service and going above and beyond the call of duty), the answer is easy; you need Kevin and his team at R&M.
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April 2019 by Lourdes C.
So after 2 weeks of working on my car they call me that my car is ready and i only have 24 hrs to pick it up... then i took a half day off and went then signed all the papers and gave the check for my deductible.. then we went out and my car is nowhere to be found... they said its probably being washed then i waited just to be told that.. its actually not ready yet so i left felling disappointed the after few days they call me again in the morning and said it will be ready and i said pls make sure it will .. and they said yes it will be ready for that day then.. so i made sure i left early from work.. then 5 pm came without any call from them.. and when i call they say it will be ready soon and that " soon " did not happen... ridiculous!!!
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October 2018 by S K.
Took my car in for bumper paint repair, and less than a month later I noticed that the paint had started cracking possibly due to the Texas heat. Went back to R&S Body Shop and Joe not only took care of the repair on the house but also provided a brand new rental car again on the house while my car was in the shop. Joe was very courteous and understood my situation after having done the repair less than a month before. Would definitely recommend anyone who wants excellent and professional quality service to consider R&S Body Shop for their repair servicing needs!
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October 2018 by Julie V.
These guys did a great job replacing my bumper! They were very courteous and communicative about repairs and I got my car back on the day they promised I would. They even offered to run it through the car wash again since it had rained since they washed it. Will definitely be coming back here the next time I need body work.
