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| - Contemporary Coachworks lied to me and told me it was for my own good. Before I get into that I'll say this upfront. On the work they COMPLETED they did a good job, I can't complain. My problem lies with the work they didn't complete...
I had an accident and my insurance gave me a list of a few places I could go. I picked coachworks based on a positive online review. After they did the estimate and I brought my car in they sent me an existing damage report... this was the first hint I had that they were not always on the up and up - it had something in it that was not true, they said I had 7 rock chips on my from windshield for example. I thought I had none, when I questioned them about this they phoned me and said they were most likely small pittings and that they have to be careful as some customers will blame them for all sorts of damage. I let it go as I was not at the car and had not inspected it that closely before dropping it off. Looking back it fits a pattern of them covering their butts. To this day have no idea what "7" rock chips they saw. But my gut feeling at the time was bang on... something was not right. Anyways they had my car for a week, as expected, and I had a rental car during that time via my insurance company. I got the call on Friday that I could pick up my car as it was done. So I returned my rental, made my way to the shop only to be told that they are not actually done but a small cosmetic piece was on back order and I would have to come back and get it fixed. I was not pleased, the rental was already returned I had no choice but to take my car and now the onus was on me to find time to get it finished. I stewed on it a little bit and wrote them a polite email - not ranting or angry - but one expressing that I was not pleased about being told the car was "done" when it clearly was not. I told them I was a contractor and taking time off work cost me money and my weekends were usually very busy. (To make matters worse the piece came in a mere 2 days after I had picked up my car.) They wrote me back explaining how the insurance company would not allow me to keep a rental for a cosmetic piece and that they could not know the piece would come in two days later and essentially told me they did me a favor because I would have to have paid for the rental car out of pocket. Their response was a paragraph of excuses and reasons why lying to me was ok, a favor even - like I should thank them? I find it odd that when a part for a Japanese car is two days away your supplier can't tell you where it is... but I digress. Basically they lied to me and now it was my problem to get this piece fixed on my time and dime. I feel as though they purposefully mislead me. I was manipulated into picking up my car early. Maybe to get it out of their way, maybe because they are at fault for not ordering the piece or having it ready when they took the car in? Maybe insurace would charge them for the extra car rental days? I honestly don't know, but they were motivated to lie to me for some reason.
If Coachworks had come back to me apologizing. If they had done anything to make it right (rent me a car for a day, offer to pick up my car, do the work and return it) something, anything, to indicate they understood lying to me was not okay this would be a very different review. Instead they justified it. They had the audacity to tell me that their lying to me was doing me a favor. The thing is I DARE the insurance company to tell me they are not going to let me keep the rental while I wait for the car to be completed... maybe I would have lost that battle but it was mine to lose. The insurance company would have lost my car insurance, house insurance and any other business I could take from them in the process. It was my fight to win or lose, it was my decision to keep renting out of pocket or not and Coachworks took all of that from me with a lie and then told me I should be indebted to them for it.
Tomorrow is Friday and I have the day off. I asked Coachworks to install this piece tomorrow morning, something they claim will take 30 minutes. I was told they are too busy for "IOU parts" on Fridays. So not only does incomplete work not take a priority... not only do they not care what time is best for the customer they didn't satisfy... they have a freaking nick name for it. "IOU pieces" - which tells me this happens a lot.
BOTTOM LINE: If everything goes well you will be very happy with the quality of work. If anything doesn't go right you are dealing with people that will lie and manipulate until their purposes are served and you will not be their number one priority oh and not finishing the job does not mean you don't pay them. Noooo, they wanted their money. After all its "IOU" as in they owe me, not the other way around.
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