Patons Accident Repair CentreReviews 

TERRIBLE - If your insurer suggests using this garage over their network REFUSE.

This is my second no fault accident (2 different cars) in 6 months - both times my parked car was hit by another driver. The first time, Aviva arranged through their repair network and this was a breeze with constant updates with estimated timeframes and a quick repair (<1week) and easy collection / drop off. The second time Aviva suggested their network was too busy and to ensure a quick turnaround that they would send it to Patons. This resulted in having to explain the damage and submit pictures again through a clunky website after already submitting everything to the insurer. Paton's arranged the collection, which took two weeks and they kept asking if I could deliver to them instead despite me pointing out they had to collect from my place of work. Once they had the car, Paton's "discovered previous damage" behind the bumper which had been damaged in the crash, and I had to visit the garage to see this explanation. They highlighted panel gaps (which only appeared after the crash), broken plastic behind the bumper, and signs of respray to the damaged wing. They then told me I had to contact the insurer myself, which after explaining the situation to them the insurer contacted the garage. I wasn't given any updates by either party, and so a few days later I contacted Paton's who told me it was all sorted and the repair had been approved.

3 weeks later without any updates I called again and was told the car had been fully repaired, but had to be sent to mercedes for a software update. At this point, my MOT ran out which of course made the issue more frustrating as they could not offer to MOT the vehicle.
2 weeks after this, still without any updates from the garage, I tried to contact them without any response, so I contacted the mercedes garage who told me that the car had been sent to them for a software update to the headlights, but when the technicians reviewed the car it was not needed. Mercedes told me that this was done on the day the car arrived with them, and had told Paton's the car was ready to collect - two weeks prior to my contacting them - but Paton's had not responded to them either.
I asked if I could visit the mercedes garage to inspect the vehicle which they allowed (and thank god I did).

The repair was horrendous, with obvious seams to the respray, globs of paint where the bumper came to a sharp point, panel gaps between every panel on the front of the car, and panel gaps at each headlight, one of the headlights' rubber seam had been pinched and folded in on itself halfway up the body of it, and the grill had not been installed properly. In addition to this, the wing had not been repaired or replaced with the panel gaps from the damage still present, and the chalk lettering pointing these out still present on the bodywork.
On top of all of this, the dashboard warning for the brake assist function was still showing - which mercedes said they had not been instructed to look at, and therefore could not help me as this had to come from Paton's.

When I got in contact with Paton's after this, they told me that the car was ready to collect for it's MOT and that they were happy to deliver to a garage of my choice, the repairs were complete. I then informed them I had viewed the car and listed the issues above, their response was they have repaired the car as per the insurance engineers advice regarding the previous damage, but when I pointed out the dashboard warning, bad respray, grill and headlight installation issues they told me to complain to my insurance and would not continue the conversation. When I questioned why it had been at mercedes for two weeks, the person on the phone told me it was only him in the office and he had missed the email.

I have now complained to Aviva who were happy (not) to hear that they had paid for a hire car for an additional two weeks for no reason. Aviva have raised a complaint to Vision (the repair management company?). Unfortunately Aviva have to allow Paton's to rectify the issue, so they're unable to appoint a competent garage until this point.

It's been over 6 weeks since they received the car for a minor(ISH) fender bender, during which time the only contact I had from them without prompt was to come in to see the previous damage. I've had to contact them for updates without answers and had constant anxiety about whether or not I will have a car to travel to work and other summer plans, as I was told by Paton's as soon as the car is picked up for the MOT I will have to return the hire car, leaving me without a car.

Aviva have been great however once I complained and assured me that they will let me keep the hire car until my car is returned, and that if I'm not happy with the rectification from Paton's they will appoint a new garage.
No wonder insurance is so costly.
Avoid.

Car repaired to a very high standard, got the car back fully cleaned inside and out. Staff from management to young lady on desk very efficient.

Fantastic repairs to bodywork. Like new. Excellent service . Car picked up and brought car repaired, washed and full valeted. Friendly helpful staff. Well.done and many thanks. Brian

After some bad experiences with car garages, this one restored confidence with great service. Very accommodating.

Kept me informed throughout e lengthy repair process, helped to push the repair along when third party had issues, and did a first class repair.

Great service, you could see that the guys had plenty of work on their hands with the amount of cars needing repaired on site, but couldn’t fault the team within the repairs department who kept me up to date with the repairs being carried on my car, would highly recommend them in the future to friends and family. Special mention to Ian who was extremely helpful which was very much appreciated.

Having an accident is the last thing that
I wanted but the staff at patons mad it ok
couldn’t help me enough 👍

The insurance company opted for this company to repair my vehicle after being hit by another driver. I'm glad they did as the car has come back to me today and you can't tell it was even damaged. It looks brand new off the forecourt and drives smoother than I remember. Thank you to you guys for looking after my car and keeping me informed of what was happening

Service was fantastic ,car is looking like new again 🤯

Please do not use this companies courtesy vehicles.
The repairer took weeks to get me booked in stating they were very busy. That was fine with me. When my courtesy vehicle was delivered, it had more dents in it than a can of beans that had been thrown around a room. Ok I though. Go with it. The guy that dropped it off laughed he wasn't counting the dents. Unfortunately I had an accident in it. The airbags did not deploy. A fence post came through the windscreen and missed my head by 2 inches. I spoke to lancashire police within 15 mins of the accident. On getting home, I called the insurance company next day. (Both old and new insurance companies). The old insurance company said it was covered under the new insurance policy.
Several days after, I had repeated angry calls from Patons telling me to report the accident to insurance company. I told them I had . They didn't believe me. Then I get a call from the insurance company saying a third party informed them of my accident. OMG. Straight on phone to markerstudy.....they confirmed I'd reported it.
Patons then phoned to say my vehicle was ready, but they weren't releasing it til I paid £700 for their vehicle. Of course I paid it. It was the female manager. She was very aggressive. Turns out I shouldn't have paid anything to them until they had submitted their damage form to the insurance company, but it was the only way to get my own vehicle back.
6months later, I'm still waiting on the return of my £700. Please be aware of con's like these. Patons knew the correct way to deal with it, but chose not to deal within the correct procedures.

Outstanding service and quality, from first contact with Sandra to arrange repair right through to collection of my car, the service is exceptional and the quality of the repair is amazing. I am 100% satisfied

AVOID ! TOTAL SHAMBLES OF A COMPANY !
My car was uplifted by them to have the damaged rear bumper replaced, after a week or so, got the car back after several phone calls chasing an ETA
When inspecting their work from the underside, I noticed the new bumper had a crack, and the 2 top fixings had been over tightened and had burst.
I called and spoke to the bodyshop manager and sent pics to back this up, my car was then uplifted again and returned to them to get the rear bumper replaced yet again.
After many more calls, my car was returned, [driven,.. not by transporter] and the repair this time was ok,.. however, next day, I noticed 1 of the plastic wheel stud covers was missing,.. so I called them and spoke to her again, only to be told, it was not there fault, as they never had the wheels off ??.. she then reluctantly advised they would order replacement and post on to me,. never happened !

I then received an email from her, containing a £100 parking fine for the courtesy car which was returned 3 days prior to the parking offence,.. again, no apology or explanation

Then a couple of days later, I washed my car, only to find 3 of my alloys had been damaged due to the way they had secured my car to the transporter with ratchet straps,.. long story short,. they denied all knowledge, saying I had signed a document which acknowledged 3 of the alloys were damaged at point of collection,.. this damage I signed for was stone chips only,. not the damage I was disputing
An official complaint was raised with my insurance company, [One Call .. again avoid them also, but thats another story! ] this has been going on for months, and finally my complaint was refused, due to me signing this document, [by the way, the doc was not fully completed by Patons driver at point of collection] had it been correctly filled in, it would have backed up it was only stone chips
Anyway,.. I will certainly not be using them again !
---------------------------------------------------------
Following on from the response from Patons,..

You say you have evidence of the wheels being damaged when my car was received at your works, if this is the case, please forward me the pics, and if correct I will happily revise the review

I also await your response re the lost wheel stud covers

Regarding the repair of the wheels, it seems no one was interested in carrying out such small repairs to the wheels, hence why I was quoted for full refurb of all 4 wheels,.. which I agree was a huge overkill.
I have since found a guy who suggests he could repair for a cash payment,.. lets see your evidence of the damage , before I go any further

-------------------------------

and of course,.. no further response !

There was no issue replacing the bumper only 1 small issue took a mounth to do it other wise no problems repair perfect

Had the car for weeks, did the repairs but handed it back with only half done. Insurance authorised the rest of the repairs then they had the car again for almost 3 months!! Gave a courtesy car which had more warning lights than anything, no oil, key battery dead, bulge in the tyre. The car had ran out of MOT and road tax by the time I got it back and they had said they would deliver it on a flatback which they didn’t they drove it from glasgow to Dunfermline with no MOT or road tax and used all the fuel in the tank.

I found when I approached Patons as I was a bit shaking up with being involved with an accident they put me at complete ease with the situation from the off, the staff was fabulous the level of customer care i received was just great when my car was in being repaired i got a curtesy car which was just perfect as i needed to be kept on the road my own cars repair was done speedy and with a high standard and came back to me fully valeted i was delighted and honestly couldnt recommend Patons Accident Repair to everyone ⭐️⭐️⭐️⭐️⭐️

No issues with the repair work itself however customer service especially from one individual was exceptionally poor. Initial planned date of completion was delayed as another part was needed which is understandable. I then had to phone daily for a week and spoke to a manager who never gave accurate information. Eventually a week after the original completion date we agreed a time for me to pick up the car only for me to arrive and be told by the same manager rather abruptly that the car was in fact not ready. At this point she essentially refused to apologise for the inconvenience and delay caused and demonstrated a serious lack of professionalism. I eventually returned the following day to collect my car at which point the other staff were far more courteous and apologetic. Whilst I appreciate that delays and mistakes can happen due to human factors, the poor customer service and lack of basic decency from one individual in a managerial role was really quite disappointing.

A bump in your car is never ideal but if you have good service offered by the repair garage is eases the bad experience.
Patons excelled in dealing with my car, from booking in to collecting after the repair was excellent. Highly recommend

Great communication,great service ,driver Mick who picked the car up was really informative and very helpful friendly would recommend this garage

Recently had my car repaired via insurance with Patons. Faultless service, very smooth, quick and great communication. Great delivery option for drop off too which made it convenient. All staff were lovely too.

I was extremely concerned when I read the online reviews about Patons. My experience was positive from the collection to the delivery of my car.
It took a little longer than I expected for the repair however I understand this was due to parts. I was kept updated about the progress and my car and it was delivered back cleaned and repaired.