Fastlane Paint & Body - Guildford Reviews Summary

Customer Service

Pros:

• "Customer service was exceptional, from the regular updates on the progress of the repairs to the very helpful and professional drivers."
• "Communication by James was perfect every step of the way, the attention to detail and customer service was spot on."
• "I would highly recommend this company, brilliant customer service."
• "Michael was extremely professional and helpful, he kept me updated during all the time and was always available to answer any question!"
• "The service from Fastlane Paint & Body was absolutely incredible!"
• "Jamesy Crockford, the customer liaison/estimator who dealt with me was very professional and kept me informed of the repair process at every stage."
• "Michael and his team were fantastic. They showed me such great customer care from start to finish."

Cons:

• "Again not very happy with the communication and customer service."
• "It was too draining going back and forth so ultimately I will take it elsewhere to have those two issues rectified."
• "This meant on two occasions I had to book time off work only for it not to be needed which was really inconvenient and left me unhappy with their overall communication."
• "However, a couple of issues we encountered has left us quite disappointed with overall service."
• "Mine obviously isn’t high end enough to Fastlane. I am now seeking to take my car elsewhere to fix the further damage caused."
• "Only slight downside was it took quite a while for such a small dent and that the price ended up being higher than quoted."
• "Not a great start."

Quality of Repair

Pros:

• "The finish on the car was excellent and looks better than when it was first delivered."
• "The repairs were done to an excellent standard and all traces of the previous botched work were gone, I felt like I'd got my car back."
• "The bodywork following the repair is as good as new."
• "The paint work repair, car repair and cleaning were carried out to a very high standard."
• "The work carried out by Fastlane is very good, the panels line up, and the paintwork is as good as the original paint on the undamaged areas of the car."
• "The standard of the repair was first class."
• "The work on my car itself is amazing and looks brand new."

Cons:

• "Unfortunately parts required took a very long time to arrive."
• "Although there have been a few bumps in the road with regards to perfecting the repairs."
• "For the most part the repair to the panel damage and paint job was excellent apart from one small area which had a very noticeable scratch and the bumper was attached as close as it was previously."
• "It was then delivered to us after 5 weeks of repair with substantial damage on the rear quarter window trim and rubber and also to inner door trim."
• "The car also wasn't cleaned on return and was covered in polishing dust!"
• "It took much longer than it should have for the insurance company to authorise repair, and for the parts to be delivered."
• "First issue - was three given dates for the vehicle to be returned. Which were cancelled on the day at the time due."

Communication

Pros:

• "Always kept fully informed and guided through the process as well as having a courtesy car delivered and my car returned."
• "Fastlane kept me informed about progress as the repairs were being carried out."
• "James Lankaster dealt with all the difficult bits and kept me informed regularly on the progress of the repair."
• "They’ve informed me with all updates and have sent me photos of each process."
• "I was kept up to date on the progress of the repair without having to chase."
• "They kept me informed by email of the stages of repair and, while it took a long time due to parts availability, the completed job exceeded my expectations."
• "Fastlane customer services (James) emailed me regularly to give updates and answer any questions I had regarding the status of my car."

Cons:

• "Unfortunately, this coincided with the lockdown and I was without my car for over 3 months."
• "The last communication being a promised call to confirm another date when they had a courtesy car."
• "After chasing two times nearly a month later I was offered an appointment."
• "At the start communication was very good and I sent all the pictures and detail and was told I'd be contacted to be booked in."