Don Jacobs Paint and Body

Reviews 4

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Diana Mullins

I have had past experiences with the body shop but mostly minor work with good results. My recent experience, however, was over the top and really impressed me not only with the quality of the complex restorative work, but also the truly customer-friendly environment. Sally Thomas started the process by offering me something to drink and efficiently helping me get the paperwork process in motion. Also, having Hertzs rep., Ted LaCoe, right on the premises was very convenient and he was very helpful at minimizing my rental expense. Tim Meckes stepped forward to assist me and he treated me as if I were the only customer he had, even though I could tell he had plenty of work on the "griddle". He carried me through the whole process from developing a complete and accurate estimate of needed work to shepherding me through the restoration process of my 02 Accord. He even assisted in reconciling differences with my insurance company. Tims low-key, but effective, manner of assuring that I was being satisfied was evident throughout the entire process. Unfortunately, the insurance company declared my car a total loss and I was very, very disappointed. The car had been well-maintained over the thirteen years and 140,000 miles of use. When Forman Grady Brezealle reviewed the damage and said it could be repaired I was relieved. In our discussions I had shared with Tim that the original transmission had been replaced due to major problems and that the current one had only 45,000 miles of service on it. He supported my making an appeal to the insurance company with this new information. I did appeal and the insurance estimator quickly verified the transmissions age and mileage through your Honda service department then reran the estimate. I was so happy and very thankful for the conclusion that the repairs could begin. During the process I had talked with Tim about some additional work which included refinishing the headlight lenses, and refinishing the wheels. He pursued getting the wheels refinished with two external shops but realized it would be at least 2 more weeks before they could even get to the job. Here again Tim interceded for me and asked the team if they could recondition my wheels in house. They agreed even though I dont think this was normally something done in house. When I got the call from Tim that my car was ready. I was very eager to see the completed work. Jimmy Slone and his team had done a masterful piece of craftsmanship and artwork to restore it and was I ever amazed and delighted with the outcome. It was not only a good piece of structural work but the paint job was a work of art. The vehicle was excellently restored and literally looked like new. I also noticed the tires black walls had been cleaned and dressed, the interior of the car had been detailed, and the front half of the car that had no damage was cleaned and waxed. This was the full package of total customer service. I was truly amazed and as I drove off the lot Tim Meckes, Jimmy Slone, and I were all smiling big smiles. Please convey my grateful thanks to the team for their quality of service to me. I am sure you are not surprised by my comments and get many notes of thanks for work well done by your team, but I just had to express my appreciation to a group of people that turned a bad situation for me into a great conclusion. I know from experience that this level of consistent performance quality does not happen by "accident" (no pun intended). It has been a familiar experience at Don Jacobs over the years during my vehicle purchases and service for five or six vehicles. This consistency of good business principles across a large business is only possible with a leadership that is truly using a tops-down then bottoms-up process.

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Rebecca Jones

I wouldnt send a go-cart to this place. I chose this place because I assumed the "good name" and lifetime guarantee stood for something and I was wrong. They kept it for over 3 weeks and at the end kept saying they were waiting on a headlight from a "local vendor." I finally got to go pick it up and before I could get home with it every light in the dash was coming on, bells dinging, heat gauge wasnt working, and the heater wouldnt work. We called to let them know and they suggested we take it to someone else since we were from out of town. We got home and my husband took the battery cables loose for 5 minutes and thankfully it re-set all the electronics and the lights and warnings went away but he said it was running hot and the heater still didnt work. He put in a gallon and a half of antifreeze and the heater started working again and it stopped running hot. Now you would THINK that professional mechanics could check everything before sending someone on a 60 mile trip with something they gave a lifetime guarantee on. Obviously they didnt. When I called to let them know what the problem was I was told, "Well they get air pockets and it sometimes looks like its full of coolant when its not." Well shouldnt mechanics, especially trained mechanics, know this and make sure thats not the case and that it really is ready to go instead of taking the chance on someone overheating and causing motor damage? I think Ill stick to good old country mechanics from now on, thanks.

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Matt Noll

Terrible communication and customer service. I received 3 texts telling me that my car was on schedule for a specific date. I had to call on that day to find out that there were delays. I was told it would hopefully be ready two days later. Again, I had to call to find out that there were more delays. My car was not ready for 9 days after the original schedule for delivery because of "bad parts, sending the wrong side, not up to standards..." My car was there from 1/27 to 2/23. I think that is more than enough time to get parts in and inspected or at least to communicate something to the customer. The manager claimed there were "unforeseen delays" and that "they have to order parts from used and after market companies" that are apparently terrible at filling orders and sending the correct side/part... I was paying out of pocket for a rental car for this time. The manager Tim, refused to take responsibility for delays and lack of communication. He blamed my insurance and Don Jacobs high standards for the delays and felt that they hadnt done anything wrong. Tim even decided he was going to give me retrospective insurance advice to add a rental car to my policy. Thanks Tim! I will not recommend this body shop and will not return. Only went there because I thought a Honda dealership would be able to get Honda parts in and get my car fixed in a timely fashion.

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A Private User

I am very Disappointed. I took my Acura MDX to be fixed. When I got it back there was a whining noise from the AC. I pointed out to the agent and he said he would fix it, stand behind his work. I had to go on vacation the same day and so he asked me to bring it back. I brought it back, they could not hear the sound, it was coming on and off. So I brought it back several times, finally they heard the sound, but took issue that it was from vehicle maintenence. I didnt have that noise before the accident. I had spent $1500 previously at Acura dealership and fixed my car to every possible problem. there was none when i brought to Honda except the accident. I appealed to their sense of customer service, nobility, etc but to no avail. they told my insurance that it was mechanical problem not part of the accident, therefore the insurance would not help. Finally they told me to take it to another repair shop. No HELP AT ALL. Honda body shopper manager was cordial but at the end didnt care or bother to make it right. Customer is not right. they are right. made us look like we were idiots, fibbing to get something when we paid our insurance and expected service. My wife hates driving the car with the whining noise and gets furious thinking about the service. I WILL NEVER TAKE A VEHICLE TO DON JACOBS> and WARN OTHERS to do the same. Wesley, Lexington

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