CARSTAR Chantilly Auto Body

"I have been a happy customer for 11 years. They do really great quality work efficiently. But it seems different nowadays. Customer service needs improvement. Front desk gets offended when I asked for details on the repair status and she gets defensive when I say, factually, that the repair work is taking more than their estimated number of business days (e.g. 20 business days from the day parts arrive). She starts giving excuses such as "these things are more complicated than it seems". The detailed job estimate allocated 36 hours for the actual repair work itself e.g. less than 5 business days (assuming a 40-hour work week). It is already 4.5 weeks (184 hours) or 23 business days and they won't commit to a specific timeline again. Perhaps the shop has gotten too big and too busy for individual customers in favor of corporate customers. I really like this shop but I might consider less busy shops next time."

"They did an excellent job on my car after the accident. They had enterprise rental within premises so there was no need to run around for rentals after drop off or pick up. They kept me posted on every update through texts so I knew what was going on with the repairs. The people were very nice and professional. I highly recommend this place for anyone in need."

"I would actually give this most recent experience 4.7 stars. Five stars for the quality of the repair – it was perfect. Five stars for the condition of the vehicle upon return to me – they very thoroughly cleaned the vehicle inside and out, my wife commenting that it seemed like a “new car.” Four stars for keeping me informed, although they politely and quickly answered all of my questions. I would have any of our cars repaired there again. I have had our cars repaired at Chantilly Autobody 6 times in the last twelve years – (only two repairs due to an accident that was not our fault – our teenage daughter. :-) ) Also, having a Enterprise Rental Car desk at the repair facility is very convenient."

"I was very impressed with the service from this company. CARSTAR is part of a streamlined appraisal repair service (STARS) offered through USAA. The appraisal process was fast and efficient, resulting in a detailed estimate of what repairs were needed. CARSTAR kept me informed every day through text messages or phone calls; letting me know what stage of the repair process my car was in. Once complete, I inspected the repairs and couldn’t tell the difference between how it looks now and before the damage. They also clean the entire vehicle. Enterprise Rental is collocated with CARSTAR at their Chantilly location; which is an added perk."

"A tree limb fell on my Tesla and it was sent here. It needed a windshield and had several dents on the top of the car. I had told my insurance agent that I was not very upset about the dents, and if it was going to cost a ridiculous amount of money that I would deal with whatever that looks like. I didn't hear anything for 3 weeks. I was trying to get a hold of someone to talk to them about my car. When they finally responded, they told me that I had to speak with my insurance. I then was told that my car was totaled due to water damage which I did not understand. When I went to clean out my car, the first two photos are what my car looked like. There was no cover over my vehicle at all, and when I got the paperwork I found out that they hadn't tested my car until they had let it sit in the rain for a night. I told them that the water damage had been done there. They then blamed the fact that my car wasn't covered in plastic on the tow truck company, saying that they're not responsible for the vehicles that are in their lot to be covered with plastic. I then asked the representative to cover my car in plastic because the interior was still in good condition. And when I came back a week later, the second two photos are the job that they had done to cover it in plastic. I am now working on making them not a Tesla-certified business and I think that Tesla agrees with me in saying that this is not how they expect their vehicles to be treated. I also was dealt with a lot of disrespect from the agent that was representing my car. She would not let me finish a sentence, telling me that my car wasn't worth anything even if there wasn't any water damage because it was a 2015 with 130,000 miles. I then proceeded to tell her that a Tesla is warranteed up to 500,000 mi for the battery and the reason that I had bought a 2015 was so I could be grandfathered in to the free charges for life. So please don't disrespect me in how I chose to purchase a vehicle, and I know for a fact that it was worth more than before they let it get rained on and ruined my media control center."