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| - I took my car to Scotts because of the yelp reviews. I am shocked at how they do business. Appalled actually.
I made the mistake of calling the day before to ask if they do any type of deductible waiving like so many body shops are advertising. They made it perfectly clear that thats NOT an option.Because getting my car fixed was the most important, I brought them my car anyways. My insurance company came out and wrote an estimate to include a few repairs to the A pillar and roof of my car. Damage as a result of the accident that I didn't even see. I went in to discuss the estimate with Matt (estimator) and thats when all hell broke loose. I further made a mistake in asking why I was being charged full retail for all the parts when they were available all over the internet at wholesale prices. DO NOT DARE ASK THESE GUYS FOR ANY BREAKS.
When I informed Matt that I had no desire to repair the VERY minor damage to my cars roof because of the nature of the use of my car, they refused my wishes saying that they are going to fix everything on the estimate despite me, the OWNER and CUSTOMER requesting those items NOT to be fixed. I didn't see the point in fixing very minor, almost unnoticeable damage to a 9 year old 100k mile car that I plan on driving till 200k miles when the car will be near worthless, irrelevant of how perfect the body is. My request was simply unacceptable to them. The manager came in to continue to argue with me that they were not going to fix what I ASKED THEM TO FIX and that they were going to fix everything THEY wanted. (Note. I own the car outright. Dont have a lien holder that required the asset to be repaired at all.)
Scotts is ALL ABOUT THE MONEY. They want to milk every dime out of an estimate and even told me immediately upon arrival that they were going to need to supplement my insurance company stating "this estimate isn't even close to whats needed."
When I realized that no matter what I said, and no matter what I wanted as the owner of the car and customer, that they were going to fight to squeeze every dollar out of the estimate including fix damage I didnt want touched, I requested to remove my car from their possession.
I took my car out of there, drove it across the street to Select Auto Body. (VERY HIGH reviews on Yelp) where I talked to Bud. He said he would be happy to work with my insurance company to fix everything that I WANTED FIXED the right way and nothing I didn't want fixed.
Appalling at how this company does NOT listen to what a customer wants at all. It was Scotts Coach Works way or NO WAY. Well, thats not how I do business and thats not how I treat the customers that I have in my career.
In response to Stephanies attempt to cover up their crap customer service....
My car is a 2005 Acura RL. Its 9 years old and has almost 100k miles on it. I own it outright.
1. I asked why ACURA parts sold by an ACURA dealership online for 20% less couldn't be used. Not no-name untrusted parts from shady sources like she leads to believe. Their guy explained they make money buying parts wholesale and selling retail. I dropped the subject. We moved on.
2. I had minor scratches on the roof of my car and slightly rippled metal near the moonroof. NOT something that needs to be repaired for the value of the car, the drive-ability, the looks etc etc. I didnt even see them initially. It wasnt even till I saw the insurance adjusters estimate with some roof repairs on it that I asked to see them and then after determining that repairing them wasn't worthwhile due to the age of the car and the value I requested that SCW NOT fix them and thats when the problem began.
3. When you own a car outright, and file an insurance claim, the insurance company is required to return you to "pre accident condition" financially. Meaning.... If your car has $5000 worth of damage done to it, and you find somebody to fix it for $4000, then you get to keep the change. Legally. So again, Stephanie saying that the customer doesnt get to "keep the profit" is a lie. Her trying to make excuses for CRAP customer service.
After arguing with the service writer, telling him that I don't care what he says, I didnt want the minor scratches removed and roof repairs done, and then he went and got his boss to come in and tell me the same BS , i demanded my car be removed from SCW as I am the customer, the owner of the car and I am the one that tells a body shop what to fix, not the other way around.
Bottom line... Scotts will repair your car THEIR way, or no way. Dont DARE ask them for a discount or request them to repair or not to repair ANYTHING. Simply go in to SCW with your head bowed and your checkbook open and ask them nicely if they would be so kind as to work on your car pretty please, and you will get along with them just fine.
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