IMPACT REPAIR CENTRE(BIRMINGHAM) Ford - Birmingham

Frances D.

The experience I have had with Impact Repair Centre Ltd (Brimingham) has been dreadful. The length of time which they have taken to repair my car has been unacceptably long. The total length of time since the accident to the return of my car has been 3 month and 11 days. The continual delays and constant requests for information have been stressful in the extreme. The courtesy car which I was provided with was not acceptable.
I originally bumped the front of my BMW 3 series at a roundabout on Thursday 23 May 2024. The car was driveable.
The car was assessed by ‘John’. He told me the actual repairs would take 10 days but there would be a delay of up to two weeks to order parts and book the courtesy car for my use. I told John that I had a holiday booked on 6 July and I would like the car back by then to drive down to Devon and enjoy my holiday in my own car. As this was over six weeks away, I was assured that there would be no problem meeting this deadline. I took my damaged car home. John had helpfully stuck the damaged bits on with clear sticky tape. After four weeks, with only two weeks to my holiday I realised that it was too late for the repairs to be started, and the car got back to me before my holiday. I did not want to drive to Devon in a courtesy car. In the circumstances and very regrettably, I requested that the repairs be delayed until after my return from holiday on 16 July. My car was booked in for 17 July and I was told that it would be collected and a courtesy car left in its place. The actual collection did not happen until 19 July, one of many delays I have experienced. The courtesy car was a Hyundai i10. This was a tiny car by comparison with my BMW. It also had a tiny and very weak engine which seemed incapable of any degree of acceleration and literally spluttered up hills. The driving experience was awful and, in some situations, dangerous. In addition, the passenger air bag did not function which was disconcerting for my wife. We kept travel in the car to a minimum which meant that summer trips were curtailed. We stayed at home for most of August as a result.
There was a constant lack of information as regards the repairs to my car. My son was due to visit on 23 August and I phoned to ask for my car back by then which I was assured would happen, but I would have to go and collect it. Something I wanted to avoid. However, a ‘reaction with the paint’ prevented this happening and I was forced to take my son out in the very small courtesy car which was disappointing. Finally, yesterday I was told my car would be returned and we waited in for it but a phone call told us that a warning light had come on and it was being taken back to the garage. As you can imagine, I had just about given up on it when finally, today, the car was brought back. The car had taken one month and 26 days to be repaired. I find this totally unacceptable for such a relatively minor repair.

Lauren H.

Great experience. Car took longer than first told, but I don't feel this is due to them as it's to do with shortages of parts. They communicated with me the whole way and picking it up was easy, took all of 10mins. The staff there were friendly and enjoyed saying hi to the dog. Would recommend

Chris J. B.

The staff are friendly, extremely knowledgeable and communication is great from the get go.
If you are lucky you'll get Jennie - Jennie is fantastic and the right kind of person you want to speak with, as there is nothing too small!!
I would send an email as I appreciate they are busy & without fail I would have a call from Jennie answering any questions or concerns.

My car is now booked in with them.
I'll be able to update my post after the work has been carried out and completed, for the backend of the service, but for now I definitely recommend & hope you get Jennie!!

These 3 pictures show the current damage 😞😵‍💫😞.
Both front Doors
Passenger Wing
Passenger Plastic Wheel Trim/Finish
Front Bumper
Plus any damage behind all panels

Michael M.

I never want to use this garage again they collected my car. No problems. 2 weeks later received a text saying that it was ready. Just need to go through the inspection on the day. They said it should be ready. I phoned them and they said they are waiting for a new part. Okay, I phoned them a few days later. They got the part two days late I phoned again and they are waiting for it to be inspected at this point. I contacted the manager. She was really helpful. The only thing going for that company I got my car back the next day found I missing my pump that was in my boot can't prove they've taken it but who else would have again Can't prove they damaged it my back bumper but I have to pay to get that repaired and I know it was not damaged when they picked it up I know in future to take pictures of my car before anyone takes it

Samantha W.

I’d give it no stars if I could!

Unfortunately after my car was stolen and recovered my insurance company sent my car here for repairs.

They clearly take on high workload and can’t cope with it. When your car goes there they give no indication as to how long it will be there.

Never ever would I use this place again. It was hell from start to finish. Vehicle was collected on 13.5 and finally returned on 20.6! Vehicle sat with them for 2 weeks with nothing happening. Despite numerous calls from me and the Insurance Company and their place saying they had submitted the assessment report it wasn’t done until my husband drove to the place to find out what the hell was going on. From then it was constant pushing the date of the vehicle being repaired further and further back. Bear in mind the Insurance Company expected a vehicle assessment within 48 hours of them collecting the vehicle. The place is an absolute joke with incompetent people supposedly in charge there!

They never ever return your call, they don’t answer the voicemails you leave. When they say we’ll call back they don’t despite their recorded message saying they “pride themselves on their customer service” they don’t. It’s non existent.

The manager John apologies so many times he must get sick and tired of saying it.The receptionists talk down to you as clearly you trying to get an update about your car is an inconvenience to them. Don’t call after 4pm the phone just rings out constantly.

Even on the day the car was returned there were still issues. My husband checked the car over and found they had not returned the locking wheel nut to the car they insisted they did. Several calls to and from and guess what they found it! This place is literally run by a bunch of monkeys. Go there at your own peril.

Kevin A.

Been trying for 2 months to get a quote. Never get called back and never reply to emails. Reading the rest of the reviews I now see why. Amazing that they are still open

Sean B.

Polite enough in person but after calling to find out what was happening with my repair after two weeks waiting for an estimate they were pretty rude on the phone and told me there was no point chasing the estimate because they wouldn't be able to book it in for the repair for another 3 weeks anyway. So I sacked them and fortunately ended up with Steer Automotive Group in Aston who assessed and picked up my vehicle the same day. Impact could do with a few lessons in customer service from Steer

Georgia

Only rated one star as the job is now finally complete and the pleasant lads who swapped the courtesy cars on both occasions. Poor customer service from the reception staff and site manager. No updates given throughout the process including advising on delays, no returned calls as promised and information given about the wrong car despite the car registration given. Took over 3 weeks for a front bumper and wheel arch replacement. Upon being advised the car was ready for collection I realised there was still work that hadn’t been complete which was in the original report. The car then had to return for another two weeks to finish a small dent in the passenger front door due to not originally completing the job stated by the insurance company and fix parking sensors which was working before the first visit. The whole service was disgusting and stressful! The estimated time frame given was 7-10 working days rather than over 5 weeks. Would definitely stay away from using this company and spend your time and money elsewhere!