Highly recommend this shop, if you love surprises. You will never be told when your car will be finished, until minutes before it is done. They literally cannot plan several hours ahead. They had my car for 7+weeks to perform 40 hours of labor. They were NOT waiting for parts, except 1 of those weeks. They were NOT waiting for insurance approvals, except 2 of those days (2 approvals, both within less than 24 hours). It seems to me, that they simply take on way more work than they can handle, and you'll notice how the street is lined with cars if you ever go to the shop. I picture one qualified/certified mechanic, and a team of people spinning stories about why it takes so long to finish the work. You may drive by and find your car unlocked, windows open, on the street, like I did. If you like to repeatedly call a repair shop to try to get a clue about what is going on with your car, this is the place for you. You can expect that no work will be done, unless you call and complain about the lack of progress. If your Point of Contact takes a vacation, good luck. Someone else may help you, but they will make it seem as if it's a personal favor to give you information about your car. Even on the final day, when I had contacted the Collision Center Manager, to try to ensure that ANOTHER deadline would not be missed, so I could pick up my car before ANOTHER weekend went by, they could not forecast a pickup time. After emailing the manager, I believe he did try to call me back while I was in a meeting. He did not leave a message or respond to my email, as I suspect he didn't want a written record of his response to the outrageously unprofessional experience I had. The promised phone call time on the last day, came and went. After several more hours, I had to CALL again to understand if they would finish that day (all they had to do was wash the car and inspect it). Very unprofessional service. It wasn't one or two isolated incidents, it persisted for 7+ weeks. Multiple times, weeks passed with no progress. The actual car repair turned out fine, but then again, there wasn't much for them to do (40 hrs, or 6 hours per week, as shown in my insurance receipts where they are required to submit their labor hours). If you don't like surprises, and just want to have reasonable updates on your car, or even a notional understanding of the schedule for repairs, or any sort of basic customer service, then you should probably go somewhere else.
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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