Maxwell Ford Collision Center

I WOULDN’T RECOMMEND THE MAXWELL GROUP TO ANYONE. I HIGHLY RECOMMEND GOING SOMEWHERE ELSE!
As a Service Department, if you provide a customer a solution and give your word you’re going to do something you do it. You do not give them a run around and 6 MONTHS later, still not be good on your word over something so small as ORDERING A TAIL LIGHT.
My husband had a simple fender bender 6 months ago. A lady broke his tail light going by him too closely. Simple accident, simple repair. You would think. We took his Nissan Frontier to Maxwell Round Rock Nissan. They said they do not deal with collision, for their collision center is down at Maxwell Ford Collision Center in South Austin. We contact Maxwell Ford, and now the tail chasing begins! We tell them what the Nissan dealership said and were told, «No worries! We’ll take care of you. But instead of having you come here, we’ll meet you in Round Rock.» Day of our appointment, we drive to Round Rock and the guy was a no show. So we try to deal with the issue over the phone, being it’s just a little tail light. A month goes by with dealing between the persons insurance company and The Maxwell Group. We finally receive the check in November 2015. Keeping track for it is now February 2016?
It’s November, we call the collision center who tells us to take the check to Round Rock and they will order the part. We call Maxwell Nissan Round Rock; here we go again. Send us back to Maxwell Collision. Come on guys, that’s the best you can do, blame it on each other. It’s a tail light. A TAIL LIGHT. Maxwell Collision said they will order it. Another month goes by, It’s now January. No word on the tail light. At this point we just want the part. Forget about doing the labor! Just get us the part. We call Maxwell Collision. NO PART!!! Tells us again, take it up to Maxwell Round Rock Nissan and get them to order the part. So here my husband goes again. Maxwell Round Rock Nissan said «We can’t take the check because it’s made out to Maxwell Ford Collision Center» REALLY!!! ARE YOU PEOPLE SERIOUS??? Contact Maxell Collision, they said? «We’ll order the part» 3 weeks goes by… guess what? STILL NO TAIL LIGHT as they proceed to tell us to contact the insurance company, have them cancel the check, and reissue to Maxwell Nissan Round Rock to do the job. REALLY? THEY SAID THEY COULDN“T DO THE JOB IN THE FIRST PLACE! ABSOLUTELY RIDICULOUS!!!
AS A DEALERSHIP, THEY SHOULD BE EMBARRASSED!

So some dishonest jerk (who happens to own a Balkan/​Serbian restaurant in Austin too) backed into my parked car and luckily I was standing on the sidewalk to see him or else he totally would have hit and ran (and still tried to run after I confronted him). After the arduous task of getting his correct insurance information, since he gave me fraudulent insurance and contact information (did you read that part about being dishonest?!!), I took my car here for an estimate of damages.
The collision shop gave me a fair estimate and repaired my car in a speedy and efficient manner even with the upcoming holiday weekend. They also cleaned out the inside of my car and polished my rims.
Now the real reason I want to review Maxwell Ford is because my favorite Service Advisor EVER now works here. If you’ve read my review of Leif Johnson, you will know that Paul Ward was my favorite service advisor when he was still working there. With some sleuthing I discovered that he now works here!
After my car was repaired at the body shop I figured I would bring it by the service department to address a weird connectivity issue with my SYNC system. Keep in mind it was July 3^rd. Not only did Paul remember me but he got my car moved right in and the issue was resolved shortly! That is excellent customer service my friends.
If you drive a Ford family vehicle and need service done on your car, I would recommend you bring it here and ask for Paul Ward. He genuinely goes above and beyond for his customers and he’s extremely understanding and easy to talk to. I’m not the most car-​part savvy customer but he clearly explains everything to me so I understand what I am getting into. You can’t put a price on excellent customer service so I genuinely appreciate Paul taking care of my car for me.

I tried to help a neighbor push his car back into his driveway and ended up damaging my front grill on my Ford Escape. Their insurance denied any help towards repair as did the people that I tried to help. Nevertheless, as soon as my insurance company could evaluate the damage, Ford body shop immediately started on my car and had the damages repaired within 3 days. They updated me on my status on a consistent basis. And, they cleaned my car from the outside to the inside. I was there for a total of 10 minutes to retrieve my car. All of the people were so nice and sympathetic towards my situation. I cannot thank Ford’s employees enough from Michael Helling, Quinn and Paul. They were extremely efficient, professional and very caring. I recommend this Ford establishment to anyone. They will treat you right and with dignity.

Overall positive experience with definite pros and cons. I wrecked my 2012 Ford Focus and took it to the Maxwell Ford dealer collision center. They replaced two doors and some panels on the passenger side.
PROS
1. Most of the employees were very nice and accommodating. They really went out of their way to ensure that I was comfortable and happy after having been involved in an accident. The one employee to watch out for is the old country boy whose name escapes me. He’s rude and crass but everyone else is just lovely.
2. The work was IMPECIBLE. No odd gaps in the body work and no strange after effects like rattling body panels or dodgy electronics. Superb repair.
3. Very communicative, I never wanted for information.
CONS
1. They did not manage my expectations very well. Initial time estimate was at 1 week and my insurance caused the process to take 2.5 weeks. The delays were NOT Maxwell’s fault but they are experienced and should know better than to build me up like that.
2. Like I said, that one old man is really unpleasant. Lucas and Quinn were fabulous.
Not a bad experience, I would go back.

Have to agree with the previous review. I took in my car just to get looked at as I have a defect with the vehicle that needed fixed. A clip in the bumper was loose or broke, and needed replaced. I walk in to have it looked at. The receptionist was pretty nice, but it took about 5 min of bickering between the office staff to decide on who was going to look at it. After hearing the staff complain about not wanting to get up from their desk, someone finally came out. Me having this vehicle for two weeks, would assume it’s covered by the warranty as I hadn’t hit anything. They looked at it and said it would be a hundred dollars and wouldn’t bother to submit it into warranty services bc of a small scrape on the bottom of the bumper. Keep in mind, for a clip to break a pretty decent collision would need to take place, and no collision took place so how could this clip just break on its own? After I mentioned this, they told me to take it back to where I bought it if I want it for free. No, it’s called do some paperwork and do your job. Needless to say. I will NOT go to Maxwell Ford for anything vehicle related. Rude and lazy!

The collision center at Maxwell Ford has had my wife’s 2011 Fusion in the shop for 14 days! 14 days for a bumper replacement that we were told usually takes 3 – 4 days. Around Day 10 I started calling in every day asking for an update; their supervisor Sue is conveniently out of the office every time I call. I have left messages multiple times asking for a callback, and still havent gotten one back.

This review is for their collision center.
My husband and I were in looking at the Ford Edge. Next day I was in a three car accident (not my fault). My salesguy from Maxwell had emailed me as a follow up so I told him what had happened and asked for shop recommendations. Of course, he said the dealership shop. They came and picked it up and went to work. At first, everything was great. They said it would take a couple of weeks and they dealt with my insurance adjuster. Wait for it… problems. The parts were delayed. The paint shop was delayed. They couldn’t get the alignment right. There was a «God awful noise» they couldn’t figure out. They sent it to another dealership to look at it and then another. I HAD a full tank of gas when they had it but when you drive to North Austin and Georgetown that tends to empty it quick.
I came to pick it up and ummm… wow. I had never been so pissed in my life! The headlight was sticking out about a ¼ inch, the hood wasn’t lined up, and the fender was also sticking out. They had the nerve to tell me that it was all due to aftermarket parts and there wasn’t anything they could do about it. Their customer service manager admitted that it looked like SH*T…her words, not mine… and that if I wanted a better job to speak to my insurance company. My convertible top still wasn’t working right (mind you it wasn’t part of the accident). They had done something to it during the front end repairs and had sent it away to be fixed somewhere else. I drove it away furious. I got onto 35 and it pulled horribly to the right. I exited and called the front desk. I informed them that if a manager wasn’t there to meet me then they would have a scene straight off Broadway. They got me into a rental car and three weeks later all the aftermarket parts they couldn’t manage to work with were replaced with factory parts. The headlight filled with water the next time it rained and they replaced that too.
The three week job turned into about ten weeks of misery. No apology from anyone. No follow up service. AND no one bothered to put gas back in my tank.
Not only will I NEVER go back for service, I will tell anyone who will listen that Maxwell Ford cares nothing about their customers, provide horrible customer service, produce terrible work, and what work they manage to get out the door they refuse to stand behind.
Beware and stay away!

DO NOT EVER TAKE YOUR CAR HERE! The worst experience I have ever had with a body shop in the 35 years I have been driving! I recently (2÷24÷10) was in a accident in my 2010 Ford Fusion Hybrid where I was side swiped from the rear to the front door passenger side… a little over $ 3700. After waiting 2 weeks for Maxwell Collicion to fix my car (a ridiculous amount of time), the paint color was off, the front door was not hung correctly and there was overspray all over the rubber gaskets and a spot on the inside of the door where I was told by the manager that an employee accidently hit it with a hammer and tried to cover it up with touch up paint, thinking I wouldn’t notice. Neither the manager or the assistance came outside to inspect the car with me and so I had to point all these things out. So the car went back into shop for about another week. This time when I went back in, I noticed a roughness in paint all along the inside of the door frame… like they had not buffed it out or something. They also forgot to attach the Hybrid emblem on the side door after this second paint job. Again the Manager did not bother to even speak with me and all the assistant could do was say I’m sorry about a 1000 times. To make matters even worse. my 9 month old vehicle’s sound system went totally out when it was in the body shop. No sound whatsoever from any component was coming through the speakers. I’m sure the body shop was to blame for this, but I have no way of proving it. The system was working correctly when I brought it in and of course is was still under warranty.
So to summarize, this shop does sloppy work, has no quality control whatsoever and they makes empty promises. The Manager of this shop sets a bad example for all of his employees which is reflected in the poor workmanship and lack of quality.