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  • I called to schedule an estimate appointment on Thursday 11/12/15, repair is being paid by Statefarm (the adverse carrier that rear ended me) what upsets me is I requested Franks auto body because I have lived in Las Vegas since college 1981. I was told the soonest they could schedule was 1.30p Monday 11/16/15, I agreed. On Mon 11/16/15 I arrived at 1.23p front door was locked due to high winds not an issue but you will understand as the story goes on. The sign said use employee entrance, I did, you enter from behind the receptionist desk and walk in from behind the counter, I was immediately asked to fill out a one page form I did and handed it in at 1.25p five minutes before my scheduled appointment. I the sat down in the waiting room, small about six seats 15 by 20 size room. I am the only person sitting less than ten feet from the receptionist desk we are facing each other. At 1.55p I walked up to the receptionist (who never left the room the complete time I was there alone no other customers the whole time) and told her I am appalled at there lack of service and making me wait 25 minutes past my scheduled appointment. Her response was "no one took care of you?" How can she ask that question she never left the room and the only way to get to me was past her desk and counter because the customer door was looked due to the wind. I was so upset for the lack of empathy I walked out and drove 16 miles back to my office. As I was walking to my office Tony from Frank's called me and said "I was on the phone with an insurance company, I apologize, can you come back" his tone was as if the insurance company was bad and they made him late. He should have said I dropped the ball and missed your appointment. I said I just drove round trip over 30 miles I find you excuse unacceptable. Tony said all I can do is apologize. I advised that is not enough and hung up. I know Frank's has been in business for over 30 years and has come highly recommended from customers (and me). I am sure Frank will say that if he chooses to respond to this. In closing I have socially recommend Franks for over 20 years to friends and family. They just repaired my friends 2014 white Subaru Forester (rear bumper and tail lens) two weeks ago because I sent her there. I will never recommend them again and I will tell my story at every social event I am at when bad service or where should I repair my vehicle comes up. It appears they have become so big over the last 30 years they could care less how I or any individual feels.
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