I was incredibly impressed with my entire experience. Knowing that everything is in short supply right now, I was prepared for a 6-8 week repair. Doug made sure to communicate with me every step of the way & keep me informed on my vehicle’s progress. Even with a few unexpected hiccups along the way, the fairly major repairs were completed within a month. I was blown away by the customer service Doug was able to provide throughout the process. It was (and is) greatly appreciated!
My experience was a pleasure. I was kept informed at all times of status and procedures. Very satisfied.
I dropped off my car off on April 6th. I was told two weeks to make the repairs. I received a text from Bob Howard with a link that I could follow the progress. Not a lot of detail but it did tell where we were in the process. It also said two weeks with a date of April 20th. Now I realize that those are projected dates but two weeks was plenty of time for my repairs. On the Tuesday the 20th (projected date) I received no call from the collision center so I called. I was sent to an extension that the voicemail was full so I had to call back and was able to leave a message at that extension. I received no response on Tuesday. Called again Wednesday with no response. Called Thursday and asked to hold until I was able to talk to someone. I spoke with someone, couldn’t clearly hear the name and he was not sure what was going on but would check. I actually received a call back but with the disappointing news that my car had not even been painted. I was told how “difficult” a job my car repair was and my “special paint” would make the job longer. So I was told it would be at the latest another week. At this point, the nice web based repair tracker is no use... It still says April 20th. I called on The following Tuesday to check if we were on track for Thursday with no response. I called Wednesday with no response. On Thursday and was able to actually talk to somebody! I was assured that were on track but at the very latest it would be Friday. It was not ready on Thursday. I knew because I called not someone from the center. I was assured on Friday morning we were on track for end of day but could not give me an estimated time. I receive a call that my car is ready and I quote “all buttoned up” late Friday afternoon but in the same breath was told something was overlooked and not completed bit that I could come get it and bring it back for finish it up or I leave it there to fix on Monday. I asked to speak with his supervisor. I explained my frustrations and he said he would try to have my car ready by the end of day Monday. Next Tuesday they will have had my car for 4 weeks. 4 weeks to replace the bumper, rear quarter panel and rear tail light. I cannot not even imagine if I had more damage how long it would take. It is really shame on me for taking it there. I’ve had issues in the past with different issues than the current ones but it is a known place for me and Toyota certified. I will not make the same mistake again. Update 5/3/2021: I picked up my car today and it was dirty inside and out. The inside of my car looks like they left the windows down and kept my car outside the entire 4 weeks they had it. My car is missing the caps to the headliner. Around one of those holes there is grease or dirt from when removed. The line between the two tones of paint on my rear quarter panel is not clean. I was told when I brought my car in it would as good as new. I wish that was true.
We took our CRV in for repairs after a accident and they charged us for parts that they didn’t replace. When I picked up my car, there was 2in of ice on it and didn’t realize my bumper cover and wheel molding still have paint from the other car. I have called State Farm to handle this and I am not happy.
Edmond, Oklahoma, 73013
dfernandez@group1auto.com