Business Details
About
Auto Body ShopAuto Body RepairAuto MaintenanceAuto Dent Removal ServiceAuto Glass Shop
Estimates by Appointment - please contact us to schedule: (423) 652-2233
Since 1961, we have been hard at work to achieve a single long-term goal: to ensure our customers' complete vehicle safety. To achieve this goal, we had to think proactively. Instead of clinging to traditional practices, our collision repair shop is always evolving. After all, modern problems require modern solutions. Every collision repair requires a unique approach and a personal touch. Your voice will be heard at our shop, and our service is tailor-made to ensure your safety on the road.
Details
- DebitAvailable
- RestroomAvailable
- Wheelchair accessible entranceAvailable
- Wheelchair accessible restroomAvailable
Location
Hours
Reviews
4.6
370 reviews
5 stars
325
4 stars
11
3 stars4
2 stars4
1 star
26
What are people saying?
AI-generated from recent customer reviews
Customer Service
Many customers praised the staff, particularly Kyler, for their excellent communication and support throughout the repair process.
Quality of Repairs
Overall, customers were very satisfied with the quality of the repairs, noting that their vehicles looked as good as new after service.
Communication Issues
Several reviews highlighted significant communication delays and frustrations regarding updates on repair status, leading to dissatisfaction.
Insurance Handling
Customers expressed mixed experiences with how the shop handled insurance claims, with some feeling that the process was frustrating and poorly managed.
Timeliness
There were complaints about long wait times for repairs, with some customers feeling that their vehicles were held for extended periods without clear communication.
- SSSkye Stanton-GoldJan 5, 20265.0Sometimes the stars align and you get lucky and you find the absolute best, the most reputable company to do work for you. I am so glad I listened to the service advisor at my local Jaguar Land Rover dealership who recommended I go to Wallace Auto Collision to repair my Jaguar I-Pace even through I live in Western North Carolina and their shop is in Tennessee. I am in what is euphemistically called my "golden years" and the I-Pace is not only the last vehicle I will probably ever own, it is also my favorite. I have owned or driven many high performance vehicles, but the I-Pace is the one I love. Leaving it with a repair shop was worrisome and traumatic for me. But I had nothing to worry about. Not only did they do great work, the I-Pace which is five years old looked as if it was new. I got it back sparkling clean, they even detailed the interior! Who eased my concerns was Kyler, the young man who oversaw the repair and dealt with me and the insurance adjuster. Admittedly I am a detail oriented, worrisome pain in the butt, and he alleviated all my concerns. I badgered him with emails which he always replied to, and he always answered all of my many calls, and always was patient with me. and reassuring. In speaking with him I knew I could trust that my I-Pace would be taken care of in the best possibly way. He answered one of my concerns with the following message..."Our Jaguar certified technicians will take great care of your vehicle", and they sure did. I give Wallace Auto Collision 5 stars and highly recommend them. I would like to give Kyler 10 stars if I could, he should be teaching customer service individuals how to deal with customers, he was just the best. Wallace Collusion has a gem working for them, they should hold onto this young man.
- JBJohn BottsDec 29, 20251.0My experience on an insurance totaled vehicle with Wallace Collision was very poor, and my local insurance agent will now not refer to this establishment. Below are some of the challenges that I faced over the 39 days that the vehicle was in their possession. -Lack of calling me as the customer. I had to initiate all calls and facilitate action between Wallace Collision and the insurance company. Brady had no sense of urgency or keeping the customer informed. He did not speak professionally and was not up to date on the current plan for the vehicle. -Office administrator Sarah delayed releasing charges to insurance company. -The insurance company made repeated contact over the course of the ordeal and the calls and emails were essentially ignored by Wallace Collision. -Office administrator did not answer phone or respond to email threads I was included on when insurance company made repeated requests to release the vehicle to insurance lot and stated that I had not filled out necessary paperwork. The release paperwork was completed on December 18th and the car continued to sit on the lot until December 29th, incurring storage fees. (Car is still on the lot) -The overall experience lacked integrity as the car was initially damaged on November the 21st. The car sat for weeks with no solid plan. I could tell that the car was sitting idle due to having an app on phone that timestamped when the car was opened or moved. Contact will be made to the owner of Wallace to discuss the many failures of this organization. I am confident that Wallace takes advantage of customers by avoiding insurance requests and essentially becoming a high priced car storage lot. If I had not been a vigilant customer, the car would probably still be sitting with no plan. This is the type of service that gives car dealerships a bad reputation. All employees that I dealt with had no sense of urgency or care for the customer. Their delays ended up costing me storage fees out of pocket and delayed insurance payout for my totaled car. If the basics cannot be achieved in a reasonable amount of time, then I question their ability to accurately fix a vehicle.
- JWJeremy WalkerDec 12, 20255.0I recently brought my Tesla Model Y to Wallace Collision Center for repairs, and I couldn’t be happier with the experience. Kyler, my service advisor, was outstanding—professional, welcoming, and great at communicating each step of the process. He made sure everything went smoothly, and the quality of the work exceeded my expectations. My car looks brand-new again! I’m very impressed and would highly recommend Wallace Collision Center to anyone needing collision repair.
- SCshannon chappellDec 9, 20255.0Outstanding work on my BWW...new car...damage from interstate debris..cant tell anything had happened! Highly recommend
- MWMichael WatsonNov 26, 20251.0They didn’t get approval from the insurance company and it cost me several hundred dollars out of pocket. They said they would help me get that money and they didn’t. Very frustrating process.
Frequently Asked Questions About Wallace Collision Center
My car isn't drivable, can I get it towed to your shop?
Yes! Call us at (423) 652-2233 and let us know you’re in need of a tow to the shop.
Who do I pay for the vehicle being towed?
If you are going through insurance, the tow bill will be billed directly to them. If you decide to pay out of pocket, the tow bill will be added to the final bill and due at the time the repair is complete.
How can I get a rental car?
If you need a rental car, we can help you make the necessary arrangements. Insurance companies will only pay for a rental car if you have that option on your policy or if you are the claimant. Check your policy and/or call your insurance company to find out if you have rental coverage and what your specific limitations are.
Do you offer loaner cars?
Yes, at the managers discretion. Please inquire if you're eligible.
How do I get an estimate?
We offer all estimates free of charge and appreciate you making an appointment so we can guarantee the time it requires to make you feel comfortable in your decision to let us repair your vehicle. Visit our website to schedule Your appointment, or call us at (423) 652-2233
Do I need more than one estimate?
No, it is up to you to decide how many estimates you would like and if you want to compare with more than one shop. If you decided on a shop, have your insurance company deal with them directly
I already have an estimate from my insurance company, what do I do next?
If your insurance adjuster already came to look at your vehicle you are able to call and schedule the repairs, you can fax or email us a copy, drop it off, or give us your insurance information and we can attain our own copy of the estimate. We must start the repair process from the original estimate.
Will my estimate include all new OEM factory replacement parts?
Each insurance company has different parts guidelines. Many insurance companies only allow for aftermarket (copied and made by another company), remanufactured (previously damaged) or used (LKQ) parts to be used during the repair. You always have the choice to pay any difference in part price if you would like to use all factory parts in your repair.
Can I have my vehicle repaired at the shop of my choice?
Yes, Tennessee state law allows you, the vehicle owner, the right to select where you have your vehicle repaired. Your insurance company may try to have your vehicle taken to a different collision center because they are trying to settle the claim for as cheaply as possible. Your vehicle - your choice.
How long will the repair take?
There are many factors to consider when estimating length of time for the repairs like part availability, paint and material dry times and availability of specific equipment within our facility. We understand that you depend on your transportation and we work very hard to complete the repair in a timely manner.
Will my vehicle drive the same?
Vehicles with frame or suspension damage will require a two or four-wheel alignment. We have specifications on every vehicle to ensure that the frame or unibody is returned to its pre-accident condition.
Will my color match?
With our highly skilled professionals and paint matching technology, we are able to reproduce the finish on your vehicle. We only use the highest of quality paint
What if I want to keep my vehicle after it is totaled?
You have the right to retain ownership of the vehicle, however the amount of the settlement may be reduced by the salvage value.
Do you guarantee your work?
Yes. We have a limited lifetime warranty on all of our work for as long as you own the vehicle. It is important to know that your body shop is the only party responsible for a warranty on your repair, NOT your insurance company.
I picked up my vehicle but noticed something wrong after I got home, what should I do?
We do everything in our power to ensure your vehicle is back to pre-accident condition as your vehicle leaves our shop. If you notice anything that doesn't seem right or experience any problems, please do not hesitate to give us a call or stop back in.
Where do I get a claim number?
Claim numbers are issued by your insurance company at the time you report your accident. Make sure to write it down and bring it with you when you come in to begin the repair process; we'll do the rest.
What is a deductible and how do I know if I have to pay one?
If you were not at fault and the repair is going through the other party's insurance, then you will not have a deductible. A deductible is determined at the purchase of your insurance premium and can range anywhere between $50 and $3,000. If the repair is going through your insurance policy, then the cause of the accident will determine the deductible amount. Ask your insurance company or go through your policy to find out
The other insurance company says my car is a "total loss". What does that mean?
The cost of repairs plus the value of the vehicle in damaged condition (salvage value) - is greater than the Actual Cash Value (ACV) of the vehicle prior to the accident.
What are OEM Parts?
Original Equipment Manufactured (OEM) is a term for parts made by the manufacturer of your vehicle.
What are Aftermarket Parts?
These are parts not made by your vehicle manufacturer. They are also known as Quality Replacement Parts (QRP). Aftermarket parts are much cheaper than OEM parts and might not have the same fit and function as OEM parts.
What are LKQ Parts?
LKQ - (Like Kind & Quality). These parts are more commonly referred to as used parts. These parts generally come from automotive salvage yards. Salvage yards purchase damaged or totaled vehicles, remove the good parts and sell them as LKQ parts. All LKQ parts are inspected for prior damage, rust, and to make sure they are OEM and not Aftermarket.
How is the Actual Cash Value (AVC) determined?
The insurance company will assign an appraiser to inspect the vehicle to determine its condition prior to the accident.
What is subrogation?
Subrogation is the process by which your insurance company pays for the repairs to your vehicle, and is obligated to collect from another insurer or party. Your collision coverage will require you to pay your deductible, which may be refunded once the other party pays.
When do I pay my deductible?
When the repairs are complete and you are satisfied with the repairs. The insurance check issued will be minus your deductible amount, if you have one. At the time you pick up your vehicle you will pay the deductible amount to Wallace Collision Center.
When is my deductible due?
Your deductible is due when you pick up your vehicle. If you are expecting your deductible to be reduced or waived we suggest you contact your insurance carrier and confirm prior to picking up your vehicle.
When is my final payment due?
Payment is due at the time the repair is complete. Please bring any insurance checks with you and your deductible - if you are going through insurance. If you want, you are able to simply sign the check over to us and do not need to deposit it into your account.
Can you help bury my deductible?
No. When you purchased your insurance policy, you signed a contract saying you will pay the first amount of the claim up to your deductible. Repairers should not be asked to hide the deductible. That practice would constitute fraud by both the shop and consumer. The penalties for insurance fraud are severe. If a shop offers to save your deductible, they are absorbing that at your cost. They are not doing the said repairs in order to make up for your deductible. This could lead to unsafe and unsatisfactory repairs which will ultimately cost you at some point.
What types of payment do you accept?
We accept cash, check, and major credit cards.
When can I wash or wax the exterior of my vehicle?
You are able to wash your vehicle by hand with cool water and a very mild car wash solution using a soft cloth or sponge as soon as you get it back.
For the first 30 days we suggest that you:
Do NOT use a commercial car wash. Stiff brushes/sponges can mar the finish and damage the surface.
Do not drive on gravel roads. Chipping the finish is easily done in the first 30 days.
Avoid parking under trees and utility lines which are likely to attract birds. Bird droppings have a high acid content and will damage a freshly painted surface. Also, tree sap can mar or spot a freshly painted surface.
Do not spill gasoline, oil, antifreeze, transmission fluid, or windshield solvent on the new finish.
Do not scrape ice or snow from the newly painted surface.
For the first 90 days we suggest that you:
Do not wax or polish the vehicle. This will allow the finish to dry and harden completely.
What services does Wallace Collision Center offer?
Wallace Collision Center offers collision repair, auto detailing, headlight restoration, odor remediation, and rental services, among others, by appointment.
How can I get a free repair estimate from Wallace Collision Center?
You can get a free repair estimate by making an appointment through their website or by calling (423) 652-2233.
Are loaner cars available at Wallace Collision Center?
Yes, loaner cars are available at the manager's discretion. You should inquire about your eligibility.
How long does a vehicle repair typically take at Wallace Collision Center?
Repair time depends on factors like part availability and drying times, but the center works hard to complete repairs in a timely manner.
Does Wallace Collision Center guarantee their repair work?
Yes, they provide a limited lifetime warranty on all repairs for as long as you own the vehicle.
What payment options are accepted at Wallace Collision Center?
They accept cash, checks, and major credit cards including American Express, Discover, MasterCard, and Visa.
Is Wallace Collision Center accessible for customers with disabilities?
Yes, the center has wheelchair accessible entrances, parking, and restrooms that accommodate customers with disabilities.
What nearby places can I visit before or after my appointment at Wallace Collision Center?
You can visit the Avoca Branch Library for some quiet time, enjoy a meal at Wendy's fast food restaurant, or stop by The Exchange Network ATM for banking needs.
How can nearby automotive services like Sam Snead Tire & Service Center assist me when visiting Wallace Collision Center?
If you need tire services or automotive repairs during your visit, Sam Snead Tire & Service Center nearby can provide additional support for your vehicle needs.
Are there any local wellness centers near Wallace Collision Center for relaxation?
Yes, nearby wellness options include Aurora Medical Massage and Living Massage and Wellness, perfect for relaxation before or after your vehicle repair visit.