"Difficult to imagine a worse customer experience"

Two months to repair a wing mirror and some minor cosmetic damage.
Communication with repair shop impossible - never answered phone (20+ calls).

"Dishonest Car Repair Company Risks…"

Dishonest Car Repair Company Risks Reputation by Falsely Claiming New Parts Were Fitted

AD Williams Crawley Limited, a member of the AD Williams Group, claims to be one of the most respected names in the car repair industry. However, their reputation is now in jeopardy after they were caught misleading a customer this week, directly contradicting their core values of Fairness, Integrity, Passion, and Authenticity.

The customer had chosen AD Williams after receiving a recommendation from Audi UK. During a recent visit to their Copthorne location, the customer received a quote for repairs and was initially impressed by the company’s reputation, noting that they were trusted to work on Sussex Police vehicles.

Simon Halford, the Body Shop Manager, assured the customer that AD Williams was an Audi-approved repair center, with all repairs subject to Audi’s inspection to ensure they met the manufacturer’s high standards.

The repairs involved fixing an Audi A1, which was only a few months old with just over 2,000 miles on the clock, following an accident in which the customer was rear-ended while stationary in traffic. The insurance company authorised repairs that included new front and rear bumpers, a new front grill, and a bonnet.

When the customer returned to collect the car, they noticed several issues with the repair. The bonnet was missing a plastic trim piece, and the front bumper, which was supposed to be replaced, still showed scratches from the accident and had been poorly repaired.

The customer challenged Simon Halford, who insisted that new parts had been fitted. When asked to see the old parts, he claimed they had been sent to scrap the previous day.

Upon further inspection, it became evident that the parts had not been replaced at all. Halford later admitted this to Audi UK, who launched an investigation after the customer reached out for assistance. Additionally, it was revealed that the car had never been inspected by an Audi representative, contrary to Halford’s earlier claim.

AD Williams has yet to provide an explanation for the misleading statements, but they have agreed to complete the repair as originally specified. The customer is still awaiting a response from AD Williams’ Managing Director, Stuart Bacchus.

Sussex Police have been invited to comment on the situation, and Trading Standards has been notified.

When choosing a repair company, it’s essential to verify their qualifications. Always request certificates of affiliation, and be sure to scrutinise any claims about OEM parts, warranties, and inspections by manufacturers.

"Excellent Body Repair and Great Service"

Really impressed with the work I had done at AD Williams which was for some minor damage to the tailgate of my car. Simon and his team were extremely helpful and courteous they also cleaned my car and it looked twice as good as it does when I take it to the car cleaners! Much appreciated Simon.

"The body repair work was good/ Courtesy Car Not"

The body repair work was good, and I'm really pleased with the results. However, the courtesy car provided was very basic, uncomfortable, and not enjoyable to drive. It would be great if the courtesy car options could be improved to match the quality of service on the repairs

"Great Service"

Gerry was lovely and very communicative. Great repairs and great service!

"Seamless"

Car picked up and returned. Great job. Quick repair as parts ordered prior to pick up. Super service.

"Car repair and paint work "

My experience with Guy was nothing but professional.; he was approachable and he explain things to me regarding my car repairs in details very thorough and knowledgeable. Good job on the car as well.

"Excellent service, exceptional staff"

From the initial call, to taking the photos, booking the collection, providing a courtesy car, doing the repair and delivering my car back to me.. the whole team were exceptional.. friendly, knowledgeable, and professional. Repair was completed within the 5 days originally advised, and far cleaner than when they picked it up!! Have a 3 year warranty on the repair too!! Thoroughly recommend - thank you Paul 😜

"Very professional job completed well "

My experience at A D Williams was a positive one from start to finish I am happy to say that communication was excellent at all stages Including collection of my car and return to my address when car was fixed and repaired.
The Quality of repairs are fantastic and the car looks like new together with the valeting I highly recommend A D Williams for expert repairs to your vehicles

"very professional finish"

Very very professional finish, very helpful and they did look after the car.