Passport Collision Center — Local services in Suitland

REVIEW UPDATE: Overall, I would recommend Passport Collision, specifically Wryan, but with the following cautions: Take your own pictures of your vehicle 2 Discuss and have them to note anything that's pre-existing When picking up, do a thorough overview of the inside & outside of your vehicle

When their vendor, Capitol Glass, replaced the windshield, somehow, it was scratched too; luckily, Justin caught it and brought it to my attention and immediately placed an order for another windshield. Here are a few things that was disappointing more so with Capitol Glass not Passport. Debris from the molding was left inside my car; Capitol Glass not Passport thought to vacuum/inspect before giving it back to me. Justin obliged after I called it to his attention. Black smudges were left around the beige doorframe and cloth interior. The interior doorframe on the right side was not snapped back into place. There was an overwhelming smell of glue fumes once I got into the car that lingered for almost two weeks. The rubber on the cowl of the windshield was severely cracked/missing in places because it was old- understandable, but no one thought to mention that after returning the car to me and possibly suggesting replacing it to ensure optimal quality & to prevent water leakage after the installment of the 2nd replacement windshield. Once the 2nd replacement windshield came in, Passport Collision, Wryan and Justin, were very accommodating and provided great service.

Original Review: I had a great experience with Wryan Cannaday, the service representative that kept me informed, attentively listened, and provided timely updates; he was professional in all our interactions as my car was having front-end repairs due to a car accident. My experience went downhill after I picked up my car and noticed multiple scratches on my windshield which were not present before. When I informed Wryan of my concern, he partnered with his manager, Justin Hallock, who immediately said, “We will not assume fault, will not repair the windshield nor replace it; she can file a claim with her insurance company. Those scratches are from old windshield wipers.”

When I brought my car back, I worked with Justin Hallock, the manager, because Wryan was busy. Justin displayed zero empathy, desire to understand my concern nor active listening skills and was condescending in tone and assertion that this was a pre-existing condition. He led with what they could & would not do VS what they could do. Once at the car, Justin immediately proclaimed the multiple scratches on my windshield were from old blades, but NOT the ones on my car because they are in good condition. (I have owned this car since 2014 and have had the windshield repaired due to a rock chip and never saw scratches from the passenger side to the middle of my windshield.) After telling Justin the windshield was not in this condition before, and the marks were not from the blades, he snapped back with, “If it wasn’t the wiper blades, then what caused it?” After further discussion, I asked Justin if it were possible someone put my keying on the windshield and inadvertently turned on the blades causing the scratches, and he immediately shot that down and would not consider it even after being told repeatedly my windshield was not in this condition prior to being in Passport’s possession. *I eventually asked for his area/district supervisor due to his attitude and tone throughout the conversation. Justin tried to buff out the scratches with some white solution and a buffer which did not work, and he left all the residue from the white solution on my blades and molding around my windshield and hood-didn’t bother to clean up after attempting to buff the scratches. Eventually, Justin stated he would order me a new...

UPDATE: After calling Passport Collision, the manager took my feedback and did provide some very quick action to resolve my repair. I am spending my review to 3 stars to acknowledge the active steps they took to get my car repaired and ready for pickup. Shout out to Justin for receiving my feedback and quickly springing into action.

I should've listened to my insurance company when selecting a collision shop to work on my Mazda CX5.

While Passport Collision states that they are certified Mazda repair shop - and they pride themselves on doing work that reflects factory standards of the car, the same cannot be said for their process or customer service.

I brought my car to the Collision Center on September 5th. My Insurance Agent had already inspected and estimated the payments by September 6th. I had an email conversation with myself, the adjustor, and Passport Collision all included on the message with the approved documentation from the insurance company.

On September 12th, I received a text saying that Passport Collision was waiting on my insurance agent to go over and inspect my car - when they had already gone, inspected the car, and submitted the appropriate paper work on September 6th. They had sat on that email for a week. It was only when I called Passport to ask why they hadn't begun work yet that they realized they had the information needed to continue. Kevin, my Passport rep, said "sometimes this happens". I gave him the benefit of the doubt.

A supplement order was needed for the work, and that was submitted and taken care of quickly by my insurance on September 25th. My insurance closed the claim. I called last week to check in on the progress and was told my car would be ready on October 16th.

Well today is that day when my car was supposed to be completed, my agent at Passport is out - so I spoke with the manager. Manager informs me another supplement is needed. And my car likely won't be ready until next week.

I explain to the manager my frustration with their process and follow-up methods - not only with me but with the insurance company. He takes no responsibility - and says that it's down to the insurance. However, I already know for a fact they sat and sat for at least a week when work could've started, parts could've been ordered etc.

What I learned during this process is - 1. Passport Collision does not have the administrative structure to communicate effectively with insurance companies/adjustors or customers, 2. When they are presented with documented breakdowns in process and communication, they do not take any responsibility or provide solutions - they shrug it off, 3. I would not trust their timelines or work schedules, and would not recommend using them for any repair as they are either overwhelmed with repairs or can't prioritize effectively.

Go literally...

In the past, this shop provided quality repairs on 4 of my vehicles and declared that one of my cars should be totalled, which was the right call. Back then, they cared about the safety of the vehicle after repairs are done.

This recent experience was not up to par with what’s come to be expected from Passport. From the start, it was made clear by representatives of my insurance company that I should consider some other shop as they suggested one of their preferred shops. But with great expectations tethered to past high quality repairs and wonderful customer service, I decided to use Passport Collision (PC). But when I called to setup my estimate, the representative of PC shared that they were not fond of working with my insurance company. I was told that my insurance company had been slow to authorize payments. So, I tried to stay on top of things by contacting my insurance company and the body shop to see where things stood.

After 4 days I called Passport and learned that PC submitted an estimate that was 85% higher than the photo claim estimate—- fine, I thought they were being thorough. 2 days later, PC started calling me and texting for me to come get my car because they said the insurance company was sending out someone to investigate the estimate/damage. Over the course of 4 days I received 5 phone calls and 2 texts from PC telling me they wanted me to come get the car and pay them $500 for the estimate.

I asked why they couldn’t wait for the insurance company, to send their adjuster. I was told the manager said for me to pick up the car & was given a deadline to pick it up. Fast forward— my insurance company issued PC a revised estimate with a check that was about $1200 less than PC wanted, as the insurance disallowed 1 dent they said was preexisting- after the insurance adjuster reevaluated their estimates and photos.

I went to get the car (10 business days after dropping it off) the adjuster arrived, while I was at PC, to see the vehicle in person. After about an hour, the manager- Justin told me that the adjuster said I had to take the car elsewhere but the adjuster- in front of Justin, clarified that he didn’t say that and Justin modified his own statement. Even after the adjuster told the manager that he was updating the estimate and would issue a new check to them in 2 days, Justin told me, in front of the adjuster to take my car and get it fixed somewhere else.

The only time they contacted me was when they were asking me to take my car. Not ever recommending Passport Collision to anyone else.

Over the years, I’ve recommended them to countless educators and relatives— can’t subject anyone else to this kind...