Complaints

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped my car off to this location on 04/24/2023 to have them repair hail damage through my insurance company. They had said they ordered everything they needed before I dropped my car off. They told me it would take three weeks to get the job done. On 05/10 they told me they had the wrong adhesive to apply the new roof panel so they had to order the right stuff and wait for it to come in. On 05/17 they said I could pick up my car that Friday, 05/19, but then called me on Friday saying they were mistaken, the glass guy hadn't put my new windshield in yet. He was expected to be in sometime the following week. I called them back on 05/23 and 05/24 and was told both times that the glass guy would be in the next day. I got a voicemail on 05/25 that said the glass guy wouldn't be in until after the Memorial holiday. I called back on 05/30 and they said they still didn't know when the glass guy would be in. I called again on 05/31 and was told that the windshield was installed but that, in the reassembly process, they found that they need to order a sensor and that they don't know when it'll be in. They've had my car for 6 weeks, I can't get a straight answer on when I'll have it back. I need help.

  Business response

  06/02/2023

  Its Friday at 12:51 and **** has just called and spoke to ****, you where nothing but pleasant and understanding on the phone about the repair times, but yet complain to the BBB and left a raging voice mail in the evening . We explain to you each time where we are at with the jobs progress and you are happy, pleasant and seem to understand that removing the roof of your car and replacing it is a tremendously big job. As we told you the roof has been installed and additional parts where require.  We are now waiting for them to arrive and then the reassembly can continue. 

      I wish that you would have talked to me about this issue instead of hiding your feeling and acting pleasant and understanding. Because of this event we will no longer be giving any customers ETA's because they misconstrue the dates. 

  Customer response

  06/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, providing they can finish the job quickly. I work in customer service, and I understand that a kind attitude gets better service than a complaining one. 
  
  Regards,
  
  *********************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩