We are one of four collision repair facilities that have provided exceptional automotive repair around the Thurston, Mason and Lewis County area. We'll do everything we can to make your experience as painless as possible, working with your insurance company to do a quality repair. We are one of four collision repair facilities that have provided exceptional automotive repair around the Thurston, Mason and Lewis County area. We'll do everything we can to make your experience as painless as possible, working with your insurance company to do a quality repair.
Verified CustomerThank you for taking the time to complete our survey and for the candid feedback on your recent repair experience at Lacey Collision Center. We truly appreciate you choosing us (and for the kind words on the scheduling, drop-off, and final quality of the work).
You're right — we dropped the ball on communication and timeline transparency. The initial estimate didn't hold, and relying on text updates instead of a direct conversation wasn't the standard we aim for. Our file handler and estimator should have looped you in proactively with clearer updates and realistic revised dates. That's on us, and it's valid criticism.
We provided compensation for the rental vehicle charges to help offset the inconvenience, but I recognize that doesn't fully erase the frustration of an unexpected week-long delay. Your input has already been shared with the team. We're reinforcing better practices right now: tighter timeline management, proactive calls (not just texts) on any slips, and clearer expectations from day one.
Feedback like yours is exactly how we improve, and we're committed to making sure this doesn't happen to the next customer. If there's anything else we can do for you — or if you'd ever consider giving us another shot — please don't hesitate to reach out directly.
Thanks again for the honest review.