My car had front end damage due to being hit by a deer back in November. Initially they were good about communicating with me regarding my repairs, but when I needed a factory direct bumper ordered and put on, everything changed. I would call and leave messages, never getting a call back, and when I did actually speak to a person, I was told they would get the manager to call me back. I never got any phone calls back from the manager and when I did get the occasional call back from the receptionist (who was very nice) I was given excuse after excuse as to why the part had not been ordered yet. This goes on for 6 months and it wasn't until I got my insurance company involved and they contacted the general manager, that anything got done. Once the part was ordered it was going to be pre-painted so I only had to drop my car off for one day. I never got a call that the part was in, I had to call them to verify and I had to call them to set up an appointment to get the bumper put back on. Finally on June 1st it got done. I called yet again to confirm that my car would be ready and they would leave my keys either at service desk or under the mat since I could not pick it up after hours. I had to get someone to drive me down after work and THANK GOD they did not just drop me off because my car was no where to be found. I looked everywhere and could not find it. Because the sales department and the collision center are separate, no one there could help me. After walking around for 20 minutes I finally found the car...IN THE GARAGE! If the car is finished, you don't leave it the garage. I had to rearrange my day at work and find another ride to hopefully pick it up tomorrow. I would not recommend this business for car repairs to anyone and I won't be bringing my car to them for any services in the future. read more

I had a vehicle with minor damage to the front bumper from a slow-speed collision that required to the front bumper case to be replaced and a daytime running light to be replace. I was also intereted in having a small dent dealt with in the rear driver-side door. I was not using insurance, rather I told them I was going to pay out of pocket. It took over a month to get an appointment to see an estimator, and when my appointment time came he walked around the car taking pictures for 5 minutes, then said he would be in touch. About a week later I got an estimate for over $10,000. He added things to the cost for which there was no reason to add, such as a brand new radar system for the autonomous braking radar. That radar sits behind the grill, which had no damage at all. He also tacked on paint blending with the front door and rear quarter, which elevated the cost added for the small dent. After receiving the estimate I asked him about what he had added and why, and asked him to revise the estimate to be more in line with my specific needs and requests. Since then a couple weeks have gone by and he has made no effort to get back with me. Complete radio silence. So my experience with going to Hertrich has been a complete waste of my time. Perhaps others going there and using insurance have a different experience, but I cannot recommend them to anyone, especially those paying out of pocket. read more

I had a small (5 inch) scratch on my 2024 Ford F-150 Lightning driver side quarter panel. I submitted an online request for estimate and received back an estimate for only $8.50 if it could be buffed out. I took the truck there where the tech (Chad) was able to buff out the scratch. He charged me $0.00 for the work. Another shop said the work would be over $1000.00 for repainting. read more

The Good is the receptionist is very helpful and personable. The not so good is the intolerable disorganization. Poor quality work that requires multiple returns and multiple delays. Recent rear end accident took 3 weeks to schedule. Then 5 full days in the shop and a call it was ready at closing time on a Friday night before a three day weekend where they were closed and not permitted to pick it up on a Saturday. Without the new vehicle for 8 days , I turned the loaner in and upon inspection found numerous issues with their work that included but not limited to over spray, paint over dirt and a portion of the damage shadowing through. I could not get an appointment for another 8 days . When dropping it off they said it would be two days. They took me home and on the third day I called as there was zero communication from them. At that time they said it would be ready on the fourth day. Again the next day I had to call to get the status. They said it was ready and were sending someone to pick me up. I waited an hour and again without a call from them I called to find that no one was coming that their boss didn't like the work and they were going take it back in and that it would be ready in a couple hours. That was around noon. With no calls from them again and it now 4:15 and with closing at 5 pm I called again and was told it was sitting there but no one was there to pick me up and no one was there to provide status. After a 3 minute hold I was told someone was coming to get me. What they did next was to actually drive my suv without my permission to my home and then wanted me to drive them back. Just one continuous inconvenience and an assumption that their actions were tolerable . After getting the suv back home I found the suv dirty inside and out. They received a perfectly beautifully detailed vehicle and returned my suv dirty, with overspray , the glass all smeared and the rear cargo area inside covered in white flakes and the back of the rear seats looked like white powder stains Just a disaster . Additionally the identification marking were removed from the rear exterior and destroyed and the car returned without them and I was told it looked better without them but that they had them on order. Just one giant incompetent goat rope and I will never take another of my vehicles back to any Hertrich Collision centers particularly the one in Lewes De, Just too much apathy, disorganization and absolutely no sense of urgency . Do not recommend this business read more

Great service with helpful friendly associates. They explained everything and went above and beyond. We expected the repair to take quite a while but it was ready in 2 days! We were amazed. The job was done cleanly and we were in and out fast. Will definitely come back again should our luck turn sour. read more

My repair story. One week after leaving my car for front end repair, I recieved a call informing me that my car had more extensive repair needs and that my insurance co. was getting the updated information, my repair would be delayed. I recieved word from my insurance co. the additional repair was approved, with an estimated quote increase over $7,000. Two weeks later I called for an update and was told work was in progress, it should be ready next week. I called the following week and they told me their technitions were making final assesments, it should be ready for pick-up the next day. My husband and I arrived the day the following day and found the hood was not fitted properly (there was a gap) and 2 small knicks in my paint were found seemingly convered with something black. They denied the knicks, saying they take pictures, but they were unable to produced the pictures. My car went back to the garage for about 15 minutes and the hood was in correct position. A few days past, I'm driving at night and my headlights are pointing downward. I called the next dasy, no problem, bring it back in. After 15 minutes, the headlights were adjusted. Now my it seems my highbeams are on, people flash their lights at night when I'm driving. About 2 weeks later, while parking at the food store, I skimmed the front end on the curb and when I backed out, I heard an aweful crunching sound. Plastic bolts in my spoiler where found on the ground, my front passenger panel had pulled from the wheel well, and the headlight frame and popped out of place. I couldn't believe what I saw. Next day I bring the car back, and they will not take ownership of poor workmenshp that lead to this new dismanteling of my front end. They gave me a quote for over $600 to repair it. I've been driving over 30 years and have occassionaly skimmed the top of a curb and NEVER had my front end come apart. After sharing my story with my hairdresser, she had similar experience with her headlights after a repair from them. BEWARE OF THESE PEOPLE. INCOMPETENT! read more

First, I have no issue with the repair of my vehicle - it appears to be fine. But there were numerous issues during the repair. I was annoyed that they couldn't even ;look at my car for over a month. But that was just the beginning. First, when we dropped it off they asked on the form what they could do to exceed our expectations. We asked for daily updates. I guess that question is just for show because we received no communications from them until after the repair was done. Second, when I called for the status of my vehicle, I was given the status for someone else's car. I realized this when they gave me the wrong drop-off date, and from there it took a few minutes for them to figure out which car was mine. Next, they told my insurance company that repairs were complete and the vehicle had been picked up on 9/30, neither of which was true. Asa result the insurance company moved to close out our rental car. It took us some time to sort that error out. Finally, when I went to pick up my car, they told me they could only accept cash because their credit card machine was down, and had been for 3 days. They seemed surprised that no one had let me know. But at this point I wasn't. They seem very disorganized and inefficient and I would not recommend using them read more

Just had body work done by the newly acquired location in Lewes and I am so pleased!! Took awhile for my turn to come for my appointment but so worth the wait!! Fast and friendly service! Dropped it off on Tuesday done on Thursday!! Beautiful work!! Thanks so much do your Lewes location!! read more

I wish I could give a zero star review. It seems pretty clear to me the employees of the Hertrichs Collision Center in Milford are only interested in protecting each other and do not care about customers. They told us my fathers Ford F-250 would take about three days to fix front end damage caused from am accident and in total it was there for about four weeks. They gave excuses from waiting on the insurance company to finding more damage and having to order more parts but the biggest problem was they never called to let us know anything it was always us calling and getting no answer, having to leave a message and waiting to hear back from them. When we finally got a call to pick the truck up it was at 435 in the afternoon and they told us we would have to be there by 5 because that's when they close. My father was still working so my mother and I drove down there about 5 minutes away to pick it up. The lady from the front desk walked me out and we looked at the front end and I said it looked good. She opened up the driver side door for me and I got in and drove home. About an hour later my father got home and looked over the truck and saw the passenger side mirror was broken. At this point they were closed so the following morning we called and did not get an answer. We left a message and waited a few hours but did not hear anything back so we drove the truck down there. When we got there the lady Leslie from the front desk took pictures and told us they would be given to the manager a d we would hear from them soon. Once again they never bothered to call us and it was back to us trying to call them over the next 8 days. Finally we decided to go back down. My mother went by herself and they told her while they do have pictures to show the mirror was not broken when we originally dropped the truck off they walked me around the entire truck the day I picked it up and the mirror was not broken. Leslie them told my mom that she really liked me but I told her I was so scared to drive this truck and I was scared of my dad if anything happened while I was driving it he would be furious and that she really likes me but she thinks maybe it was me that broke the mirror and now I'm scared to say I did. My mom told them she followed me the whole 5 minutes back to her house and that no I did not hit something and am trying to hide it. They had the truck for almost 4 weeks we had it for an hour and they say we won't fix your mirror because we didn't break it. I believe someone was pulling in or out of one of the building and hit a wall and didn't tell anyone they did it. We have bought vehicles from them before a d bought this truck (F-250) from them and had even been there this past month looking for a new truck but we will never go back to Hertrichs again. They lied over and over again then they cause more damage to our vehicle and won't take any responsibility. We asked to speak with the GM and they said there is no GM in the building but gave us a card with a man named Art on it. When I called the same woman answered the phone (Leslie) and without realizing it was me told me there is no GM in the building so no I couldn't speak with one. In other word if you have a problem they keep it in that building so it doesn't get out and don't let you speak to the real manager of the place. I would assume they think if they keep giving you the run around you will just give up but they don't know me very well because Im not letting it go. This is the absolute worst place to take a vehicle for any service so please for your sake go elsewhere so you can avoid the headache. read more

I had a great experience with this body shop. Five star customer service and repair all around. Repair was professionally done and car was returned cleaner than it has been in a while. My service advisor, Ben, was pleasant and knowledgeable. Top notch. read more

Beware!!!! I went here for an estimate on fixing my car after a deer collision. The man to do my estimate was taller and a bit heavy, I believe his name is Chris (avoid this man if you can!). His disposition was rude and disrespectful at best. He told me it'd take about 3-4 weeks. I panicked as I was supposed to move States away the following day. I told him to do the estimate and I'll figure out what I want to do. He flat out refused to do the estimate at first saying, "There's no point in getting the estimate done here if you're not going to get your car worked on here." Mind you, I just drove an hour to get this estimate to save time when I finally chose my shop. Estimates take about a half hour and I am very busy with work and packing my belongings. The more time I can save the better. I told him this and he spoke condescendingly to me, "I can guarantee you no body shop is going to get this done sooner than 3 weeks." I finally just Todd him to do the estimate. I'll figure out what I want to do later. So he started taking photos. I told him that my driver-side door doesn't open wider than 3 inches. What does he do? He tries to Yank my driver side door open, further damaging my car and causing paint to fall off. He goes in through my passenger seat to get my mileage. I have a smoothie in my middle console cup holder. I also have a push to start car so he had to lean over the middle to press my brakes to get the mileage to pop up. He crushed my smoothie ALL over my console, gear shifter, and Christmas present from years ago (a mini stuffed pig from my sister in the military, who is overseas bless her). He gives me some half-assed apology and gets me some paper towels for ME to clean it up. Then he sends a guy out to help me. (Who was amazing by the way!) This guy helps me take apart my center console to clean it, and there is smoothie ALL over the gear shift wiring. The man has short hair, of medium build, I can't remember his name... But he will take care of you! So we do the best that we can. (Chris even made a joke about my smoothie which was very inappropriate given the mess he made.) Chris takes almost an hour to do my estimate so I had to leave for work before getting it. I grab the estimate after work and he has lowballed the estimate on purpose. (I drive a Lexus with damage to gender, driver door, back door, and driver window damage). I laughed when I saw the estimate and the BS discounts he put on there (one was for tax! We don't have tax in this state!!!) I finally took my car to Allison's in Dover. They had to take extra time to rewrite the estimate since the guy gave me an inaccurate one, causing me to be late to a going away party in my name. They told me it could be done in about two weeks, possibly less if things are not too busy. I have heard many good things about their work and they were wonderful with feeling with everything. TL;DR. I had an extremely disrespectful, and dissatisfying experience. Chris refused to do the estimate, then damaged my car after I insisted he do the estimate. Crushed a smoothie in my car. Had me clean it before he sent someone else to help. The man that helped was wonderful. Chris was rude at best. He wrote a false estimate, put in fake discounts, and overall completely wasted my time. My gear shifter is messed up now, too. If they aren't careful with your car BEFORE they work on it, they certainly won't be careful when they are working on it. If they're disrespectful to you, they'll be sure not to take care of your car. Accidents are stressful enough. Don't go here if you want to be a valued customer with top of the line work!! read more

When my vehicle was backed into while in a parking spot, Hertrich Collision Center in Milford was able to assist me with coordinating with a rental company while they fixed my bumper and worked seamlessly with the insurance companies. My car was returned looking amazing! I am very pleased with my experience. read more

To say I'm disappointed in this facility is putting it mildly. The work performed by the technicians was subpar. The employee(s) left sanding marks everywhere, including areas where work wasn't even performed. To me, this indicates complete disregard for attention to detail; something that is key in the auto body profession. Also, a large portion on the rocker panel was never even polished out after final wet sanding, a run in the clear coat was left on the A pillar and there are several fish eyes in the paint. Further, the inexperienced technician in charge of polishing the vehicle left buffer trails (those horrendous swirl marks you see in the sunlight) all over the newly painted area. When I called and complained about the work that was performed on my vehicle, I was told to bring the car back in and was assured that they would make it right. In person, the service writer acted like I was overreacting and had an excuse for everything i.e. cars are not spot sanded after paint and that they do not use orbital buffers to polish/compound painted areas afterward. I was so displeased with the experience, that upon having the staff inspect the vehicle I refused their request to fix the affected areas. Body work is an art, and can only be performed by the most skilled technicians. Please do yourself and your vehicle a favor and take your business elsewhere. read more

Service was horrible! I had my car towed there to get an estimate and signed a sheet thinking it was just to allow them to look at my car and the next thing I know I have an estimate and they are telling me it's going to take a month to fix my car, which has only quarter panel damage! Are you kidding me! I tried to tell them I was taking it somewhere else and the guy who I talked to said the parts were ordered already and it would cost me $1200 to return them. I asked why it was going to take so long and to give me a break down, he gave me some formula of 4 hours a day of work on my car, which came to about a month in his eyes. WHAT!?!?! 4 HOURS A DAY!!! And by me signing that sheet I apparently gave them permission to look at and BUY parts for my car when its towed there. Be forwarned, when you take your car to get an "estimate", it might mean its stuck there, so ask before they start how long it might take, reagrdless if they look at the damage in depth or not! RIDICULOUS! read more