Tom Wood Collision Center

My experience with Tom Wood Collision was extremely frustrating from start to finish. I was initially quoted around $4,300 to replace my windshield. After being required to prepay $3,300 for “special order parts,” the total suddenly increased to $5,500 when I dropped off the vehicle. When I questioned the $1,200 increase, I was told the original estimate was no longer in the system and essentially, “that’s the way it is.” Communication throughout the process was inconsistent. I was told the vehicle was done, then not done, then delayed again due to cure times. At pickup, my wife was incorrectly told we still owed nearly the full balance — despite the $3,300 prepayment. Only after insisting did they acknowledge the payment in their system. We were also charged miscellaneous fees that were not clearly explained. Overall, the experience was disorganized, confusing, and lacked accountability. I would not recommend based on my experience.

The Tom Wood Collision Center did an excellent job repairing my vehicle. In particular, Scott Morris was excellent to work with. He did a great job resolving issues with my insurer, finalizing estimates and completing all approved repairs. Most important, Scott communicated well and was very responsive to my questions and concerns.

Tom Wood Collision has done multiple jobs for me over the years, mostly finishing out factory finished parts on new(er) vehicles. This time I had them quote changing the color on some trim pieces on my range rover for a more custom look. The quoting process was clunky requiring followup by me to get pricing. I received the pricing, accepted the quote and scheduled the work. It wasn't that big of a deal to have to chase the price a little. They ordered the parts and scheduled the work efficiently. I paid the deposit and shortly after I received a voicemail saying the price went up due to some increase. When the parts came in I dropped the vehicle off. I then received an email saying there was another increase because they didn't realize one of the pieces they ordered came in unfinished (they didn't admit that until I pressed later). I asked if any options at this point since they were already working on my car and of course there were not. I waited to speak to them in person. They finished my vehicle and also damaged the existing wrap (a $1000 repair from another repair shop). When I went to pick up the vehicle I spoke to the estimator and asked if she thought that it was fair to give an estimate then raise the price on the client especially when it was their own error. It wasn't like they ran into something unforeseen. She basically said it is what it is. She was so kind to discount applying the badges which was something they couldn't do anyway because they damaged the hood so in reality it was something they shouldn't charge for because it wasn't work they actually did. Right before I paid my Bill I looked over on the wall and saw the Tom Wood picture with him talking about honor and integrity and chuckled to myself. They didn't honor their estimate and they damaged my vehicle during the repair with no concern to make either one right. I paid my bill and left, last time I will be working with them and possibly the last time I own a range rover.

My experience with Tom Wood's Collision Center was fantastic. This was largely because of the interest shown for my case (a Totla Loss) by the Assistant General Manager, Chris McPhail. Chris gave great advice about how to handle the Total Loss porocess. He gave me his texting number for questions, which I used with frequency. He was extremely responsive, often returning my texts immediately. Chris also kept me informed every step of the way. When I requested documents (like the estimate agreement), he always promptly sent them. When it came to storage fees growing from the Insurance company dragging their feet, he was willing to work with me to minimize those charges. When I forgot to take my plates off the car (an Indiana requirement), he personally saw to it that they were removed and saved for me prior to the car being taken away for salvage. In summary, I have never experienced this degree of customer focus. Because of Chris making a difficult situation so painless, I will most certainly use Tom Wood again, as well as spread my experience to others. Best, Steve Fields

I brought my 2024 Volvo XC60 Polestar Edition here after a deer ran out in front of me and took out my bumper. I’ll admit, I was hesitant at first. Some Yelp reviews and Reddit threads gave me pause. I’m very glad I decided to move forward anyway. For context, I am very much a car guy. I love my car. I am also incredibly particular. I used to own a detailing company and still detail my own vehicles today. We’re talking multi-step paint correction and applying my own ceramic coatings to keep things looking better than new. All of this makes me one of those customers. The sensitive, slightly difficult kind who asks too many questions and has oddly specific requests. I’ve learned that the first real test is how the person working on your car handles those questions and whether they can instill confidence without getting defensive. Whether I got lucky or this is just the standard here, working with Scot immediately put me at ease. He was down to earth, listened carefully to my concerns, and said all the right things in a way that felt genuine, not scripted. After walking through the car together, we shook hands and parted ways, and I felt confident leaving it in his care. I’m not sure if I opted into text updates or if that’s standard, but the communication from Scot was exactly what I needed. Consistent, clear, and proactive. Between texts and emails, I was never left wondering what was happening or where things stood. This is also where I think many people misunderstand the collision repair process. If you’re going through insurance, there is now a third party involved, and that affects timing. There were a couple of moments where I had to step in and follow up with my adjuster so approvals didn’t stall the work. That happened twice. Once for the initial estimate and again as everything was coming back together. While my car technically required an expensive repair, it was still just a bumper. Keep that in mind if your damage is more significant. Modern vehicles are increasingly complex and repairs often resemble surgery on a computer as much as on a car. Delays and discoveries are part of the process. The end result speaks for itself. I genuinely cannot tell anything ever happened. The car was returned exactly as it was before the deer incident, which in my book is a 10 out of 10. Best of all, I’m back to enjoying that small but meaningful moment of walking up to my car in a parking lot and smiling.