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| - I want to rate New Look 5 stars, because I'm satisfied with the autobody work, however their customer service is seriously lacking and because of a mistake made while repairing my side mirror, I was without my car for a total of 3 weeks! New Look had it Jan 30th-Feb 3rd to do the actual repairs. I went first thing on Mon, Feb 6th to pick it up (I was out of town on the 3rd) And it looks great! I drive away, get on I-215 and I realize that my sensors on my mirrors no longer work when someone is in my blind spot. (one of the things they repaired was my pax side mirror) Not only that, but I then had a flashing icon on my dash that said "BSM OFF." So I quickly exited on Green Valley and went back to the shop. Tom (the guy I had been working with at New Collision) took it around and had his mechanic take a look. 20 min later he brings it back and said that he didn't really know what was going on, the right mirror was working, the left was not, and they weren't reading each other or something like that and that I needed to go to the Mazda dealership and have them take a look and they probably just needed to reset something with their computer. I then asked if paying for that was my responsibility and Tom said if it was something they did, they would pay to fix, but if it was something wrong with the car, then that was on me. So I drove all the way to the Mazda dealership on Sahara (the one on Gibson is no long there) and I didn't have an apt but they tell me they will look at it as soon as they can. I was at Mazda from 10:00 am until 5:00 pm just waiting. By 5 pm they didn't have an answer for me, but they had someone turn in a loaner car and said I was welcome to it while they figured out the issue. They had tried a few different things and at one point they thought maybe it was a defect in the mirror New Look ordered for my car, but they just couldn't be sure yet. So they sent me on way in their loaner. An entire week passed. I called Mazda on Monday (2/13) morning at 9:00 am to check if there had been any progress made. Mazda called me back at 2:00 pm. Matt (the service consultant at Mazda) said they found the problem, it had to do with damage to a sensor in my mirror. There was a tiny prong on the cord that had been damaged and when it was plugged in, the car wouldn't read it right. They could get a mirror ordered from plant in CA and delivered the next day (Tue) if Tom at New Look gave them the ok to order it and claimed responsibility. But Mazda Matt needed to know in 45 min to get the part ordered and delivered by the next day. Otherwise it would arrive on Thursday. So I called Tom at New Look and told him Mazda had my car, they had had it a week, and they now knew what was wrong and they needed to talk to each other and it was important they get in touch asap. Well by Monday evening no word from New Look nor Mazda. So I called Mazda at 5:45 pm and left a message and just asked if they had been in touch. Tue. morning Mazda called and said they had spoken, but Tom needed to talk to his general manager to get approval they would pay for the mirror. Tom tried to tell Mazda that they may not be at fault. Mazda Matt said it had to have been their fault because that's the mirror they replaced! And my sensors worked fine before I took them my car! I asked Matt if it was still ok that I drive the dealership's loaner car until it was fixed and told me yes. So on Thur I called Mazda to check the progress and Matt said my car had been fixed and I could pick it up that afternoon. I happened to be out of town but I went straight there Fri afternoon and dropped off the loaner I had had for 2 wks and picked up my car. I really don't think Mazda had to loan me a car that long, but I was so glad I wasn't faced with having to rent one! Matt told me when I picked it up that New Look hadn't paid them yet, but not to be concerned, they would get the money. They gave me a copy of the invoice and I left. Now I'm not familiar with these sorts of things, but I feel like Tom at New Look should have reached out to me after he spoke to Mazda and said, "gosh we're sorry you've been without your car for an additional 2 wks, we understand Mazda diagnosed the issue and we're going to make sure they fix your car asap!?" Or something to that effect? Other than me calling him on Monday 2/13 and asking him to talk to Mazda I never heard a word after that. I just don't feel like that's right. I had already been without a car for a week getting the autobody work done, having 2 additional weeks added on to correct a mistake New Look made wasn't pleasant at all. My car insurance agent had recommended New Look to me. I didn't shop around to get estimates. I paid nearly $2000 for autobody work out of my pocket, because I trusted his opinion. I've told him since, I'm happy with my car's appearance, but the customer service side to New Look is lacking and just know that before he refers others.
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