This was an overall poor service experience, which is disappointing because our previous service as well as buying from Bert Smith were good.
Communication overall was extremely poor and quite frankly frustrating. When it was discovered that the issue for our repair (fin antenna required replacement after we had a garage door oopsie) was bigger than expected (apparently the entire roof got dented), we had to keep waiting for a roaming dent guy to appear in the service department who kept not coming to the shop as promised. When he finally showed up, it was determined that the car had to go from the service center to the collision center instead. This was fine, but it felt like 3-4 days of delay since the car needed to go directly to collision instead. Departments are not communicating with each other as we had to relay information about the car and the damage several times to different people between service and collision. We would call to get an update during the morning, be told we would be called back, and not receive a call same day. Despite reiterating multiple times that we did NOT want the car washed after service, as we prefer to hand wash and avoid tunnel washes, the car was still washed. I also kept receiving emails that I missed my service appointment despite the car being present at the shop. The service and collision centers also kept having a hard time locating records when we would call for updates because of discrepancies on if we gave my contact information or my husband's contact information. Both should be on the record. We got our car back after 19 days and are now having to bring it BACK to the collision center because the work was not properly completed/checked. We should have inspected more thoroughly at the initial pickup but the following should still not have happened. The roof rails were not properly sealed to the roof after reattachment (creating gaps and warping that were not present before they had to disassemble for the repairs) and there is a new rattle in the moon roof. Additionally, there are grease/dirt streaks and spots inside the car on the ceiling panels where things were reassembled. Everything else appears to be fine and the car looks good, but it's disappointing to find these errors after such a long time without the vehicle.
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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Vérifié Client
Communication overall was extremely poor and quite frankly frustrating. When it was discovered that the issue for our repair (fin antenna required replacement after we had a garage door oopsie) was bigger than expected (apparently the entire roof got dented), we had to keep waiting for a roaming dent guy to appear in the service department who kept not coming to the shop as promised. When he finally showed up, it was determined that the car had to go from the service center to the collision center instead. This was fine, but it felt like 3-4 days of delay since the car needed to go directly to collision instead. Departments are not communicating with each other as we had to relay information about the car and the damage several times to different people between service and collision. We would call to get an update during the morning, be told we would be called back, and not receive a call same day. Despite reiterating multiple times that we did NOT want the car washed after service, as we prefer to hand wash and avoid tunnel washes, the car was still washed. I also kept receiving emails that I missed my service appointment despite the car being present at the shop. The service and collision centers also kept having a hard time locating records when we would call for updates because of discrepancies on if we gave my contact information or my husband's contact information. Both should be on the record. We got our car back after 19 days and are now having to bring it BACK to the collision center because the work was not properly completed/checked. We should have inspected more thoroughly at the initial pickup but the following should still not have happened. The roof rails were not properly sealed to the roof after reattachment (creating gaps and warping that were not present before they had to disassemble for the repairs) and there is a new rattle in the moon roof. Additionally, there are grease/dirt streaks and spots inside the car on the ceiling panels where things were reassembled. Everything else appears to be fine and the car looks good, but it's disappointing to find these errors after such a long time without the vehicle.