Good Repair, Poor Communication and Repeated Delays
I chose RNR Automotive Refinishing because it is a Subaru Certified Collision Center and I wanted my 2024 Subaru Outback repaired according to Subaru’s repair standards after a significant rear-end collision.
The visible quality of the repair appears to be good, and I appreciate the work that went into restoring the vehicle. However, the customer experience throughout the repair was extremely frustrating.
The repair took over two months, and during that time I received multiple completion estimates that were repeatedly missed. I was told the vehicle would be ready “early next week,” then “by the end of the week,” then “Monday/Tuesday,” but those dates continued to move. I frequently had to contact the shop myself for updates.
I understand that structural collision repairs can uncover additional damage and that delays can happen. My disappointment was not simply the repair duration, but the lack of proactive communication and realistic expectation setting throughout the process. Better communication would have significantly improved my experience.
If the repair continues to hold up over time, I will be pleased with the workmanship.
However, based on my overall experience, I cannot recommend the shop without reservations because of the communication and customer service.
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
The visible quality of the repair appears to be good, and I appreciate the work that went into restoring the vehicle. However, the customer experience throughout the repair was extremely frustrating.
The repair took over two months, and during that time I received multiple completion estimates that were repeatedly missed. I was told the vehicle would be ready “early next week,” then “by the end of the week,” then “Monday/Tuesday,” but those dates continued to move. I frequently had to contact the shop myself for updates.
I understand that structural collision repairs can uncover additional damage and that delays can happen. My disappointment was not simply the repair duration, but the lack of proactive communication and realistic expectation setting throughout the process. Better communication would have significantly improved my experience.
If the repair continues to hold up over time, I will be pleased with the workmanship.
However, based on my overall experience, I cannot recommend the shop without reservations because of the communication and customer service.