Top Gun Collision Repair - Frederick MD 21701

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Raquel J

After hitting a deer, I brought my car to Top Gun for repairs, and overall I had a positive experience. They had my car for about two months, which was no fault of their own—my vehicle has some custom parts and we had to wait on those. They were upfront and transparent about the additional time needed to source everything and do the work properly. Throughout the process, the team communicated well and handled what could have been a stressful situation in a professional and reassuring way. When I picked up the car, I noticed a minor issue with my bumper and door alignment. I pointed it out right away, and they promptly took care of it without hesitation, making sure everything was corrected. The final result looks great, being experienced in shop work myself nothing is going to look perfect or like its strait from the factory but it’s clear they care about standing behind their work and making things right. I would definitely recommend Top Gun to anyone needing quality repair work, especially after an accident. Lisa at the front desk amazing and her positive attitude is contagious! Shes a delight! Michael P who was my adjuster was helpful, responsive, and easy to work with.

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Ashley Miles

**Update** Regional manager contacted us and is actively trying to make things right. Hopefully this experience serves as a learning opportunity and leads to improved customer service for future customers. I do appreciate them reaching out and taking responsibility. Again Lisa at the front is awesome and deserves a raise and some extra PTO My car was brought to their shop within 24 hours of my accident on December 16. It is now January 14, and the lack of communication and professionalism has been unbelievable. I understood delays due to the holidays, but not over a month with almost no updates. The tech, whatever his job title is there who was handling the estimate, initially said the car was fixable and that parts needed to be ordered. Weeks went by with no communication. I called multiple times requesting a manager—at least four times—with no return calls. At one point, the tech even admitted he was too busy and hadn’t looked at my vehicle for a final estimate yet. On January 13, with my rental about to run out, I called asking them to contact insurance for an extension. No one called back. The next day, I followed up and was told they “couldn’t get ahold of my insurance” (which was not true) and that the manager would not cover the rental. This was extremely frustrating considering they had my car for a month and were still “waiting on parts” because the correct ones hadn’t been ordered. After I contacted my insurance directly, State Farm (Chris Lucas is fantastic to work with) stepped in. Suddenly, a new estimate appeared in the portal, and my vehicle was declared a total loss. It took this shop over a month to determine that. What makes this worse is that two weeks earlier, the tech told me the front end was completed and just needed paint. When I went to retrieve personal items after learning it was a total loss, no repairs had been done at all. The car looked exactly the same as when it was dropped off by the tow truck. The customer service was awful, communication was nonexistent, and I would never trust this shop to do major repairs. The only positive experience was the Lisa at the front desk—she was always kind and helpful. Credit where it’s due.

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HotFlyingLead

Top Gun was an amazing experience for me, from the great customer service, quotes, and updates I always felt like I was in good hands. My car was slated to be done in just a couple weeks and I got it back in just one! If you have Geico insurance I highly recommend using Top Gun they really take care of you and put your mind at ease, they also detailed my car! It was not clean and I was not taking care of it so when I got back in it felt so so good, thank you so much guys!