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| - I really hate writing reviews like this! I was really hoping for a great experience. This shop came with glowing reviews from Yelp and my brother-in-law who is very hard to please. I was recently rear ended and the other person's insurance was taking care of the repairs and rental car. The experience started out good. Last Wednesday, I came in for an estimate for a repair on my rear bumper. They told me it would be $567 and I told them I had to contact the insurance to make sure we were all good. I told the insurance company that I would drop the car off on Monday morning and was told that an estimator from the insurance company would go out to the shop to quote the job. I called ABC back and set up a drop off for Monday morning and told them that the estimator would stop by sometime that day.
Monday morning rolls around and I am there at 8:00 sharp when they open. The front door is open and no one is inside but there is a guy working in the garage who gives me 2 pieces of paper to fill out, 1) Authorization to let ABC do work & 2) Contact information and a box where I checked that insurance would be paying for the repair. I fill everything out and let the guy know I left my keys with the paperwork. He says all good and I leave.
Later that day, I call to see if the estimator had come and the lady at ABC tells me we have a problem. Apparently their people did not read the paperwork and were near complete with the repair by the time the estimator got there so now I have to pay them to get my car. I said ok, let me talk to the insurance. I talk it over with my insurance and they say it should be fine, they are waiting for the report from the estimator but the amount seemed ok and there shouldn't be a problem. I asked if they could release the payment directly to the shop and they said OK.
So, I call ABC back with the good news that they will receive payment from State Farm for the repairs, and the lady says "Great, as soon as we get the check we will release the car." I say what does that mean and she says they won't release the car unless they get paid in full. I say so you want me to come out of pocket for something that was not my fault. She says it's "a law" that they can't release the car. I inform her that this problem was all cause by their people and she said it was because I signed the authorization for them to work on my car. I said you would have needed that paper either way, she agreed. I said, "Didn't I also signed a paper that said insurance would be paying for the repair?" She said "Yes" but still wasn't budging. She said they just needed to get paid. I asked how this is normally handled, and she says "well normally the estimator could cut the check at the inspection but in this case it was too late because they had already done the repairs". Again not my fault because they didn't read their paperwork or make notes on the repair, but still no budge. So I said let me see if the insurance can send the estimator out again to cut a check.
Talk to the insurance and ask if they can send the estimator out again with a check and they say nope, it doesn't work that way. In addition, insurance informs me that the rental car that I was given would only be covered until the repairs were done, which would be the next day - meaning I would be without a car for at least a week if the shop had to wait for a check to arrive. Luckily everyone involved in the initial accident had State Farm insurance so at this point I have to get my personal agent involved to see who is telling the truth on what because I don't believe this is at all my problem and my car is being held hostage for an accident and repair that wasn't even my fault.
So after a few more phone calls, my agent calls me and says they told the shop a check would be cut, and it would be sent to them but... no budge. Finally the agent asks if it's ok for me to front the charge to get my car and I will be reimbursed promptly for the full cost of the repair. At this point, I have no recourse. I figure I'll charge it and pay the credit card with the check before I get the bill. The next day (today) I head over to pick up the car. The lady asks if I got everything squared away with my insurance, like she even really cared. "Yeah," I responded, "we settled that I have to come out of pocket for your mistake." She asks "Debit or credit." I say credit and hand over the card and of course "We don't take AMEX". So my only other card is my debit card so now I'm out almost $600 waiting for a check from the insurance all because this shop can't read their own paperwork, and won't own up to their own mistakes.
The only reason for the 2nd star was because it looks like they washed the car inside and out. Yay.
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