Cooks Collision

Well it took this place well over a week to even look at my car. Almost 2 weeks to take it apart. Almost 3 weeks to finally tell me it was totaled by the insurance company.
One of the technicians was keeping me in the loop so I wasn’t as upset. Although, I have been in vehicle accidents before (that were not my fault) and it’s NEVER taken that long to get an estimate. I tried to be understanding even though I was anxious to figure out my next move.
After the vehicle was officially totaled, I decided to salvage it and fix it on my own. When I informed cooks collision a tow truck driver was going to pick up my vehicle the next day, they were fine with that. After the tow truck driver delivered my car to a different body shop of my choice, there were various parts and bolts missing. I called cooks collision about 30 minutes before they closed and asked where the rest of my parts were, they said they would look and get back to me. The next day, I didn’t hear anything so I called again. They said the parts may have been thrown away. They finally found my parts several hours later. I told them how unprofessional it is to lose parts and not keep track of them properly. Then the lady on the phone said «well it’s the tow trucks responsibility to account for all the parts.» What??? Since when is it a tow truck drivers responsibility to ensure YOU’RE doing your job properly and keeping track of the parts YOU guys misplaced? Then she said «well once a vehicle is totaled, it’s kind of like whatever with the parts.» After her second comment I was extremely agitated, almost irate, I had already waited 3 weeks and then I had to wait 2 more days for the new body shop to start fixing my car because of cooks collision. Just because a vehicle is totaled does not mean you can do whatever you want! It’s still my property and I make the decision on what YOU do with my vehicle and the parts.
The customer service following the incident was completely unprofessional and reflective of their lack of training and disregard to a customers needs. They’re so busy with insurance claims in this upscale area they do not give a crap about you. I suggest taking your business to parkway body shop or a facility in another city. Cooks collision is extremely overpriced and seems greedy. I will never ever use them again. I will make sure I warn everyone out there to avoid this establishment at all costs. Good thing I had rental car coverage or else I would’ve been out over 1,000 due to their slow turn around time.

Excellent customer service. Replaced headlight and they decided to buff the other headlight since is was older and didn’t look as good as the new. Washed my car/​and vacuumed. THANK YOU! Dealt with Gwen and she made sure everything was to my satisfaction

I crashed my brand new car, black Volkswagen Jetta, and the situation literally looked pretty much hopeless. I was perplexed when only few days later Cooks Collision called me and said that my car has been repaired and is now ready for pick up. When I arrived to pick up my car, I was amazed to see that not only my car has been repaired, but now it looked even better than before I crashed it! Yes, these people really do know how to fix cars even when the situation appears hopeless! Thank you Cooks Collision!

I had THE BEST experience here. And it’s definitely all because of Matt Kullman! Right from the beginning he was friendly and open about everything. I’m not typically trusting, but the way he talked to us made me feel taken care of. Matt handled everything as if it was his own vehicle and cared for it as such. Additionally, he called us frequently to provide updates on the status of my vehicle, which I thought was the cherry on top that completed the fantastic service.
Overall, Matt (and consequently Cook’s Collision) took away all my stress associated with my vehicle situation. THANk YOU so much!!!
FYI — the work I got done was: completely new ignition and locks, full interior detailing, fixed and repainted a dented section, replaced all floor mats that were initially stolen.

Terrible service. Brought my car for repair and picked my car up only to find they melted the molding of my car during paint baking and even got spray paint on all of my windows.
Several days later…
I left work in the morning to drop it off for them to repair their damage. Towards yhr end of the work day I had to make several calls to find out when it would be finished, they wouldn’t give me a rental. They had to use my car back to pick me up because they didn’t have one. I dropped off their employee and found spray paint on my windshield. Their claims guy, Dylan, is a big bully and yelled at me that I damaged my car. Which is weird because I didn’t drop it off like that to begin with.
Super inconvenient service, such a headache.
DO NOT GO HERE!

I went there in the morning for walk in. They don’t have walk in estimate, appointment only. Bad experience.

Great job and good work:)

They went above and beyond what I expected. They repaired all the damage on the left side of my car and made it look like a new car. The car was clean and polished when they returned it. They did an excellent job and I would recommend them to anyone as well as go back again for any other repairs. Thank you Cooks Collision.

So let’s try this again.
I wrote a review last week that got deleted.
Seems I called an employee a name which meant «sub-​human» and that is against the Unilocal rules.
Fair enough.
I’m giving four stars not because of the of the poor treatment I received from the young man I encountered in the beginning (I was informed he’s still learning) but rather because Michale Gamboa and his boss were professional and because the work done was top drawer.
I went from terrible to fabulous because of these two and their workers. Mike took over the situation, handled it professionally, and kept me apprised of what was going on the whole way through.
Nick, who is the manager, called me after my complaint and was cordial, professional, and showed me all the work done.
Better still, my spouse whose car was bashed by a young women who was texting and driving, got her car back and in good order.
So, kudos to Cooks Collision. Should I ever need auto body work I will bring my business back!

I had an emergency at work and called Cooks to tell them I may be a few minutes late. I was told, «well, our people go home soon» and «hurry and get here soon as you can.» I arrived 3 minutes late. I then waited 15 minutes to see the estimator. I was told the estimate would take 10 minutes to write up. 30 minutes later I left, as I had to drive to Walnut Creek, and asked the estimate be called or emailed to me. No estimate was sent to me as of 4pm the next day. I didn’t feel comfortable with how I was talked to or their respect of my time and follow through so I chose to go elsewhere.
Two stars because the staff who sit to the side were very nice to my daughter.

I had my bumper replaced by Adam. He did an excellent job keeping me up to date and expedited the service.
The whole staff is great and responsive to help out. Also, the front desk lady was top notch in customer service.
I think her name is kaley. So thanks cooks for making my car repair experience a good one. Thanks again Adam Heller! You’ll are great!!!

A truck rear-​ended my car recently and damaged my rear bumper. Through my insurance company, I took my car to Cooks Collision for repairs. They did an excellent job replacing the bumper and stayed in communication throughout the process. I am very pleased with how they handled the whole process and I recommend them highly.

Well Cook’s…your communication sucks!
You have had our car for almost 2 weeks for a bumper replacement, and in all this time you have never called us once to give status.
I understand Subaru may be hard to procure… especially because the car in a 2015 model, but you owed us a call before the TWO promise dates to let us know it was not ready. Each time, we have had to hunt you down.
And you lied… you never offer us the car to use during the wait… NEVER!
I will find another body shop if-​and-​when the need arises. One that communicates with it’s customers.
Both Cook’s Customer care, and our insurance company have been in touch… so I hope they can improve. For us, it is too late.

The customer service was great (the lady at the front desk helped me through the entire repair) and worked with the insurance on my behalf to ensure things went smoothly. I also appreciated how they tried very hard for me not to pay anything out of pocket. Since the collision was not my fault, they worked directly with the other person’s insurance and came back to me with reasonable estimates for the repair. The repair itself was great, and was done very quickly (within a week)!
My car is quite old (2000 Honda Civic) and the part they replaced was not from the original Honda, but I was OK with it and have not had any issues with it. They did do an awesome job paint job, you really can’t tell the difference in color.
Overall 4 star experience for me, I would have appreciated it if they tried getting the original Honda part for me even though it would have cost more. But overall, still a great experience working with Cooks Collision in Dublin.

This review is more about customer service. I have had my car repaired by them before and they did a good job but boy, their customer relations has gone down hill. I try to make an appointment but their site wouldn’t work so I take my car in on a Monday morning. There were three people in line in front of me, one person working the desk and the rest doing who knows what (a couple guys were playing with pumpkins in the back). There were plenty of people doing nothing that could have at least helped us out, said hello, or handed me a goddamn clipboard so I could at least write down my info and speed up the process. The front desk girl was dismissive and had poor time management (ie when there are four people in line for twenty minutes, you don’t need to go outside to write the mileage on the car, the customer can do that while you help the next customer). Also, when customers offer to leave and come back in a half hour, this young lady advised them to stay and «wait only five minutes». I could have gotten breakfast at IHOP in the time I waited. No one will get mad at you if there is a wait and you are the only person working, just COMMUNICATE that to the customer. I’ve worked in customer service for a long time and that’s just common sense.
After waiting thirty minutes, which the front desk girl told us would only be five minutes (frustration that could have been avoided by telling us there would be a longer wait), we were finally greeted by a condescending individual who goes by john (he has blue and brown eyes). I know you guys have a lot of business and apparently don’t need mine, but I’m not an idiot, do not patronize me as if I am. This guy literally slowed down his voice at times, as if I was hard of hearing or mentally handicapped. We go outside to check the car and he says they won’t be able to get to it in this week at all because they are booked solid, and that I’m more than welcome to take my business elsewhere. Thanks for the suggestion dude. I did take it elsewhere.
Make an appointment here a week out in advance or don’t bother going. They have absolutely no regard for their customers time and they are rude. It’s too bad that expanding your business comes at the expense of providing kind and timely customer service. I liked this place and they do good work. It’s a real shame.

I would undoubtedly give Cooks Collision 5-​stars — from the first time I called them to the moment I went back and picked up my car, they were nothing but helpful, extremely friendly, very professional, willing to give me as much of their time as I needed and they fixed my car in the exact amount of time they said it would take (even half a day earlier)!!!
Adam was very informative about what the process would be, exactly how much each step would cost and he kept me updated throughout the week. On the day I picked up my car, I began chatting with the staff at Cooks about an un-​related electrical issue that I had been dealing with with my car. They were all very interested in helping me out with the problem, asked me detailed questions about what I had experienced and even looked up a few different people/​shops for me to call that would know more about what was wrong. Most of the time I go to an auto shop, I feel like I’m being taken advantage of, they’re trying to get more money out of me or they’re rushing me out as fast as possible but Cooks was the complete opposite. I highly recommend them!

I had my mirror broken in a hit and run. Cooks did the estimate, ordered the part and did the repair. I received friendly service throughout. Granted, this was a small gig but I have no complaints. Give them a shot.

Cook’s did an insurance estimate quickly and professionally, gave me a copy and sent it directly to the insurance company. I’m sure Cook’s would do repairs in the same professional manner as they did the quick estimate — would have no problem using Cook’s. They appear to be the Go-​To favorites to perform repairs by the insurance companies.

My car was held hostage for five weeks and charged storage fees. They were CROOKS at COOKS. My car was promised to be fixed in 2 – 3 weeks but it took 5 weeks. I felt like they were in cahoots with Enterprise; the longer it took to fix my car the longer I would need a rental.
They even charged us a storage fee for our car for parts they failed to get!
Especially unethical, were Nicholas and Vince who said my $ 500.00 dollar deductible was waived by Nationwide and that was even put in writing. However, when we came to pick the car up and signed for our expenses; as we were driving away out comes a worker chasing our family mini-​van down for the waived deductible. VERY SUSPICIOUS. Were they keeping the money for themselves?
Originally, our collision estimate was 7,500. When we picked up the car it was 14,000. Huh?
I am so upset that they seemed so dishonest, I put in a complaint with the CA department of consumer affairs, Bureau of Automative repair’s to investigate them.
My whole experience was very fishy and aggravating ! I would NEVER reccommend this car place unless you want your car held hostage and get over-​charged!
Being a loyal 25 year Nationwide customer, I am also upset that Nationwide recommended this dishonest vendor.

I just have to say that service matters to me, and one thing that stood out about this place (regardless the circumstances that brought me there) was the service of the lady at the desk-​Kelly. The consistency in how she dealt with customers was commendable; to top it off the communication and care was beyond what I would expect in such a setting. I even called after I picked up my vehicle to let them know that.
Expect great service here!
Keep it up Cooks Collision. Good job Kelly!