Excellence Auto Collision - Heritage (formerly Velocity Autobody)

UPDATED REVIEW (4 out of 5): Upon understanding my dissatisfaction and the errors that were done, Clark and his the team at Intact Service Centre decided to give a thorough look over and paid special attention to the previous issues that were mentioned in the original review below. ORIGINAL REVIEW: (1 out of 5 stars) My car was in an accident ( which the insurance company deemed the other party was 100% liable ). The rear passenger door on the driver's side needed to be replaced. This place was an option to carry out the repairs. I was told, I have a lifetime warranty in their work. When I got the car back, then paint was uneven. They polished it and fixed it. Interior issues: 1) When I got the car back, they removed my factory installed screen protector. In fact, one half of it was literally crumpled up, like a bad joke. The crumpled half had dirty fingerprints all of over it - almost mud like fingerprints. 2) There were dirty finger prints on my white leather. And on the A pillar on the driver's side. Weeks later: 3) The door latch from the inside wouldn't work and I discovered this weeks later. I brought it back. They said they repaired it. Before leaving, I tested it with them and discovered that it wasn't repaired! 4) They open up the door again and now it works but apparently it a temporary fix until the a special order spring arrives. 5) Again, more dirty black greasy fingerprints on my white leather. 6) Now, instead of the special order spring, they are ordering a new door handle set. 7) Also, I had a twoonie, loonie and a quarter in the cup holder, that I use that for unlocking grocery shopping carts, when needed. All were missing when I got the car back. The manager just shrugged his shoulders and said, it wasn't malicious. Needless to say, as a representatives to an insurance company, that's not a very good impression. Sure, it's only three bucks, who cares, but to me, it shows lack of detail on their part. If I were the manager of such a place, I would have gone to the bank, asked for those exact coins - new shiny ones. And if I didn't get new ones, I would have went to the grocery store, got some Silvo polish and polished them up and returned them to the customer.

I had a very disappointing experience dealing with Intact regarding repairs completed through their body shop. Before my vehicle went in for repairs, there were zero battery-related issues. However, while my car was under their care, I began receiving multiple system warnings on my phone such as “door not closed,” “lights on,” and other power-related alerts. These warnings only occurred during the repair period. Shortly after picking up the vehicle, the battery failed completely. Subaru confirmed through diagnostics that the battery was drained and required replacement. While the battery itself was covered under my new car warranty, I was still forced to pay out of pocket for diagnostics, programming, and labour, which were a direct result of the battery being drained while the vehicle was at the body shop. I provided Intact with detailed documentation, Subaru’s diagnostic report, and supporting evidence. Unfortunately, Intact has refused to communicate or provide any meaningful follow-up regarding reimbursement for the costs I incurred due to their handling of the vehicle. Very poor accountability and customer service. I would not recommend dealing with Intact if issues arise after repairs, as communication and responsibility seem to stop once the work is completed.

The service here is exceptional. They looked after my family and repaired my car promptly. The staff is incredibly attentive, showing great care and attention to detail. We truly appreciate all the hard work and dedication they put in. Andrea was super helpful and attentive to our needs, she was very pleasant .