Nelson Collision & Rental Center

Catherine Long

I rented a 15 passenger van on Sept 15, 2022 ($699 + $150 deposit) to attend my father's homegoing services in Ohio. After stopping to gas up in Charleston WV, the side door wouldn't shut on the van. When we called back to Nelson Rental to report the problem, we were prompted by two different employees (Tyler and Izzy) to try suggested ways of getting the door to latch.They suggested that we push the back, wiggle the latch, lift up on the door, push the door where the two small dents were 😲(please note Izzy had said the door was hit at some point) etc. We quickly came to the conclusion that the door was probably STILL faulty before we were rented the van. In addition to the door, at least one seat belt didn't work (I had to crawl out of the bottom to get out) and one headrest was busted. After about an hour, we were told that a tow truck was going to bring another van (4 hours away) to replace the van. Then we were told the tow company wasn't available and the rental manager(Tyler) was going to bring another van. My nephew had to hold the door shut so we could make it to a hotel. 2 toddlers and 6 adults(1 pregnant) had to wait 4 HOURS in order to get back on the road... did I mention I was going to lay my father to rest? Because the door wouldn't latch one of us had to sit outside in 90 degree weather to keep our luggage from being stolen. When Tyler and another gentleman finally arrived, it was about 930pm. I became very upset and emotional. During exchanged words, the other gentleman admitted that it was not their policy to check the vehicles in between rentals. We loaded the replacement van and proceeded. We did not arrive at our destination until 2am...did I mention I was going to lay my father to rest. The replacement van door could not be shut from the inside! Someone had to get out of the van and slam the door from the outside. Once we returned from our trip, I called because I felt that I needed to be compensated for all of our pain and suffering. I was given a message from Lee Nelson through Scott Norman that they felt I was compensated because they had to travel 4 hours to bring me a (semi-)working van. Wouldn't they have had to travel anyway to pick up their raggedy van? 🤷🏿‍♀️ Although Tyler asked for a copy of our hotel bill, I don'teven think we were reimbursed that $109. I last spoke with Tyler the rental manager on Sept 19 saying that he would speak with Mr. Nelson to see if a compromise could be made once Mr. Nelson returned to the office from a Ford conference or trip or something. Signed C.S. Long 9-20-22 Response to reply: This establishment seems to ALWAYS have an excuse rather than a solution.....run me my money 🤣🤣🤣 I do agree with you in regards to Tyler getting the brunt of my anger....I'll send him some flowers of apology 🥰 I have a house in Martinsville as well just for your records... Signed Mrs Long

Tess D

The body work itself was done well, and they did ok on the windshield, but we won’t ever use them again. They left the drivers side rubber door seal hanging out, the back hatch seal was completely left off so the first time it rained it leaked and left standing water in the car. They also left black greasy handprints all over the fabric roof, the doors, seats, everywhere. It took hours of scrubbing to get them off and I never was able to get the stains out of the inside roof fabric. There’s also scratches, gouges and scuff marks all over the leather handles and the interior trim. I was so incredibly disappointed. My car was only 6 months old when I took it in, and it still looked brand new but after they ruined the interior, it will never be the same. When I complained to the lady at the front and asked if they could fix/ repair the damage, she said there was nothing they could do without charging us extra to replace what was ruined. Never again.

Alexus Rai

Great service, please go see Tyler he’s the best!

Patricia Evans

Nelson's Collision & Rental Center is the place to go if you need to rent a vehicle. Tyler Gutshall is a awesome person and just an all around great employee. I had to have the car for an extra day and that was no problem at all. Itzel Jiminez checked me in, and in no time had me on my way within 5 minutes. Great service all around. Thanks Patricia Evans