Cooks Collision on Tower

Horrible communication process. If geico directs you here i would avoid it.
damage to car while being fixed. additional month and no followup and car is still not fixed.

Super positive experience. From the very start to the very end. They turned a stressful situation into a good one for me. It was my first time having to get any work done on my car and they made it so easy.
I highly recommend this place. Exceptional service and follow through!!! Totally worth it everyone.

OUTSTANDING. My car was broken into and the back window smashed in. I was angry, sad, frustrated and everything else that goes into being violated. I have Geico insurance and the adjuster is on site as is Enterprise rental cars. From the start the service was incredibly friendly and understanding. I was walked through every step of the way. My car is over 10 years old and I was afraid it would be hard to get the replacement window since the model is no longer the same. They had ordered the glass before I had even gotten the rental squared away! I got updates daily by email (you can choose text, email or phone updates). The window was replaced and it looks like nothing ever happened. Not a bit of the gazillion pieces of glass can be found in the car. In fact they cleaned my entire car inside and out. I never expected such an easy, comfortable experience that seriously eased the pain of the break in. Very thankful!

Seek the Lizard!
Super Positive Experience.
I got rear ended on New Years Day. Ugh. What a way to start the year. So I went online to Geico and instantly received a decision that I was not at fault. Then I was given the opportunity to choose a fix-​it place and rent a car all in one visit. Of course I said yest.
I set an appointment with Cooks and took my car in.
From the first contact to the last, everyone I worked with was friendly and professional. They explained to me everything they were doing and why they were doing it.
More than anything else, I appreciated the regular, constant communication. Every day I received at least one email and a phone call, even if it was just to say that we are still looking at the same target date. I knew when parts were ordered, when the car went to be painted, and so forth.
I didn’t ask for all that communication, but I appreciated.
Gotta say — this is the best service I’ve ever received on a car repair — and I’m OLD, so I’ve seen a few repair places in my day.

So I rear ended someone in Jan 2015, and my insurance gave me this place as an option and I took it. I like that you can drop off your car and get the rental in the same place. Ivanna was my rep and she was great from start to finish. It took about a week to get my car fixed, but when it was done Ivanna dropped it off at my job. And I was able to complete all the paperwork there too. She even drove the rental back for me and the enterprise rep called me to confirm and tell me I had left my garage control. I took the opportunity to let her know that my toddler had thrown up in the back seat and I did my best to clean it and get rid of the odor. I asked if I needed to pay for cleaning and she said to not even worry about it. I picked up my control later that week. This isn’t why I decided to write a review though.
In July I called to tell them my front bumper was coming unhinged. They ordered a new bracket and called me when it was in. I didn’t want to miss work to get this done so they let me know I could go in on a Sat. I did and they quickly fixed it in like 20 min. This also isn’t why I am reviewing.
In August as I was on my way to a parent teacher conference during my lunch time at 12. I started to hear a loud scrapping noise while getting off the freeway. I reached my exit and parked to see what it was, I saw my undercarriage coming off at the front bumper (I had no idea that’s what it was at the time) I called cooks and spoke to Ivanna who said someone would be out to look at my car. I had told her I thought it was part of the bumper and didn’t want to move my car. I wasn’t the nicest either when telling her I was already running late to my meeting and my mom was picking me up. She said to give her a call when I was back at the car and someone would be out to west sac.
I called back around 1250 and Eric was there within 30 min, by the time I got to my car it was fixed. He said it was normal wear and tear and I probably caught it on something in a parking lot or while parking. I asked him «so basically don’t call cooks if it happens again because it has nothing to do with the accident right?» He said «no you can still call us». LOVE IT! I was back to work by 230.
Great customer service and they were able to get this stressed out mom back to work. I would recommend them to anyone because of their work, warranty on the work and customer service. Ivanna and Eric you are awesome!

I picked up my car last week from cooks collision and the service from start to finish exceeded my expectations! My car is in perfect condition as nothing ever happened and Ivanna made the experience hassle free and very pleasant to work with. If you’re looking for quality repair and good customer service this is the shop !

Fantastic, efficient, nice, quality. Very convenient also having Geico and Enterprise on site. They even sent a handwritten thank you card.

Had a minor fender bender and brought my car here for repair. The staff was very friendly and the service was great. They offer status updates on the repair via email or text if you opt for it. Took about 6 working days to get the car back to me and the quality of the fix was good.

Such a wonderful experience with them from start to finish. My car got backed in to and I was assigned to them by the insurance company. It was great to be able to drop off my car and pick up a rental all under the same roof. I liked all the email updates on my car, and I loved getting it back sooner than estimated. Did I mention how beautiful my car looks? Love them! Thank you Ivanna and everyone that works there!

I am pleasantly surprised at the way Cook’s handled the situation with my bumper. Not only did they contact me immediately to reconcile the issue, they gave me a new factory bumper and a Visa gift card to compensate me for the lost iphone charger. Eric, the service manager, was very nice and helpful in this situation. Based on this, I will say that their customer service is above my prior mentioned statements and it does seem that their overall goal is to satisfy the customers needs. Thank you Cooks!

What. A. Nightmare.
If I can stop just one person from going here, it will be worth it to write what is about to be a review so long and detailed and full of horror that you’ll confuse it for the next Game of Thrones book.
While at a stop sign a few blocks from our house, husbeast and I were hit by a guy on a moped. yeesh. Our car had 15k miles and we’d only had it for a few months. Combine that with my husband’s super neat-​freak attention to detail, and you can rightfully conclude that our car was in spotless shape prior to the smash. Thankfully, the damage wasn’t TOO major– lost the side mirror, various dings and scrapes along the passenger side.
We have Geico, so like others, were directed to Cooks Collision. The initial set-​up seems great! Drop your car here where a rental awaits you, scurry off to work, and return in a few days to make the exchange for your shiny repaired vehicle! (for people saying the rental is a FREE service by the shop, it’s not, it’s covered by your insurance, which you pay for…)
The problems started AFTER we picked up our car on Monday, post-​repairs. First, we saw that the exterior paint had flaws, including smudges and over-​painted spots that blobbed up from the door. There were also multiple small dings that had been missed. Husband then noticed the interior passenger door panel, which was undamaged previously, was scratched and gouged. This is the interior panel they had to remove in order to repair the exterior door.
The next morning, Tuesday, husbeast returned and spoke to Pam about the issues. While she was initially very friendly and receptive about fixing the exterior, she flat out denied that the interior damage was even a possibility. This was a 15 minute back and forth conversation, with her continuing to state that there was no. possible. way. they had caused the interior door damage. Look, whether you think you’re actually at fault, you have to at least admit the POSSIBILITY– you REMOVED the door! Husband requested the assistance of a manager.
Mr. Manager (just «Manager») was a really nice guy, who said he would contact his interior specialist, and then call us to bring the car back in and have it repaired that same day.
The following week was an endless game of phone tag. Apparently the interior guy was in surgery, but then later, they just couldn’t get him to come in? Not really clear on what happened. Finally, the FOLLOWING Tuesday (a full week later), we were able to bring the car back. Husbeast dropped it off before work, was given a rental, and Mr. Manager said it would be done by the end of the day. This was July 15^th.
Days. and days. and days and days. More phone tag, little initiative from the office to call and update us about the car. During this limbo period, the front desk secretary actually called for the standard «How was your service?» poll, not even aware that our car was still at the shop.
Finally, on July 24^th (that would be a full 9 DAYS later), the shop called and left us a voicemail at 5:50pm (10 minutes prior to closing) saying the car was ready. They also said in the message that, if he was not able to pick it up tonight, they could «work something out with the rental»? Not really clear on what that meant, but to me, it sounded like we would have to pay for additional days if we couldn’t come in right then and get the car. I could be reading that wrong.
Husbeast went to the shop on the morning of the 25^th. In spite of the call, he sat at the office for half an hour before Mr. Manager arrived, saying the car was «not up to his standard» and they were going to do more touch-​ups before dropping it off at husbeast’s work. 4:30pm rolls around, and husbeast has still not heard from the shop (surprise!). He drove to the shop right at closing, was told they were just finishing up, and was able to take the car home.
So if you’re following the time frame here:
JULY 7: Initially got the car back.
JULY 15: Was finally called to bring the car back in for repairs on their repairs.
JULY 25: Actually got the completed car back.
Now, the best part– the car is STILL. NOT. FIXED. We will take a fraction of the blame here, in that because the shop was about to close, husbeast took a cursory glance of the areas he had asked be repaired and not a super-​thorough check of the whole car. Upon further inspection at home, we see now that the exterior has TWO. NEW. dents in it, and more areas of overpainting. And, the grand finale– the interior panels, you know, the ones with big scratches and gouges in them? They were painted over. Not replaced. Just painted on top of, with a clearly visible difference between those spots and the rest of the car’s interior.
Overall, the Manager was nice and seemed earnest, while Pam… might need some work. But with the clear disorganization, repeated errors with the repairs, and multiple NEW damages to boot, this shop is an absolute no-​go.

I am thankful Eric (the manager of this location) saw my review and followed up with me. I won’t change my previous review as I don’t really think it was a ‘bad’ review towards their business. Nothing in it was untrue or malicious. (Hell, I even complimented his staff)…Anyhow I am satisfied with Eric’s customer service. He seems to be a good manager. I am satisfied with the work we negotiated to be followed up on. Because of him and his efforts alone, I will step up my review for his patients, understanding his and his staff’s hard work and time. They did do beyond what I feel several businesses would have done in their position. The Eric-​I do appreciate the efforts !

I came here because my car got sideswiped while in a parking lot and it was referred to me by geico. They fixed my car up and it looked very nice but there were a few things that needed to be looked at later on as they were mistakenly overlooken. I called and let them know and the guy that answered told me he’d have it fixed in a few hours and would have a car waiting for me when I got there for free. It was the best service I’d gotten from a collision company ever! I definitely recommend them to anybody. The girls that work there are very friendly and they seem to make sure to take care of all of their clients!

Pam was compleeeeeeetly helpful and had such a positive attitude I felt at ease the entire time I was there literally this place is lucky to have her she’s the star of the show I came in for geico clame and barely even had to do any talking she took great care of me and everything was perfect. It was a great day.