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| - First time using a body shop and had a very bad experience with AW Collision. Our brand new, 2-hour old Cadillac SRX (t-boned by a hit & run driver) was towed to this shop as recommended by Cadillac of Las Vegas on April 18th. Our vehicle was not driveable so we knew that we were going to need a rental car which was fine. Things started out okay, and our point of contact was Enrique who was very polite and cordial and kept us up to date via phone and emails. The adjuster went to look at the vehicle and approved the quote, our insurance company sent them a check within 3 business days and they were able to get the parts ordered. We also knew from the start that it was going to take a week to get the new door and quarter panel as they were on back order. The parts came in and we were told by Enrique that the vehicle would be ready at the very latest on May 16th. Well, everything started to go downhill from there.
AW then started working on the vehicle and when they finally cut into it they found that there was further damage and that the adjuster needed to come out again to approve some further charges and request another check. Enrique then said the vehicle was going in to paint on Friday the 17th and he thought we would be able to pick it up May 22nd or 23rd. When we didn't hear back from Enrique we called and were told he was on vacation for the rest of the week and now the vehicle wouldn't be ready until after Memorial Day. After the holiday weekend we were told the vehicle had to be brought to the dealership to have the suspension repaired and it would only take a day or two and then back to AW for final detailing. When we didn't hear back we called Cadillac and were told that AW forgot to order some parts. Cadillac felt bad that we were now going to have to wait another week for the extra parts so they gave us a loaner to use. So, we turned our rental car in which cost us $975, our insurance only covers a max of $750. We spoke to Enrique and he told us that he would speak with the adjuster and they could get the charges rolled in to the additional work and we could take that overage off our $1000 deductible. The vehicle was finally repaired by the dealership and delivered back to AW on June 3rd. We called AW on Monday June 6th and were told the vehicle was ready but before we could pick it up, they needed final paperwork from our insurance company. Come to find out our insurance company was awaiting paperwork from AW. The vehicle ended up sitting there ready to go for the entire week and we were finally able to pick it up on Saturday, June 11th, almost 2 months. I forgot to mention that for over a week we were unable to reach Enrique and were now told that we had a new contact named Tom. We spoke to Tom a couple of times on the phone prior to coming in. We told him what Enrique said about the extra $225 we paid for the rental car and he said there was nothing they could do about it. When we arrived on Saturday to pick up the vehicle I wanted to look over the vehicle with he and the manager Ozzie but they wanted to collect the payment instead. We chose to pay cash and Tom made a snide remark about this being a cashless society, very rude. I complained about the extra rental car charges, as this was all there fault we were delayed since they forgot to order parts and didn't do the work when they promised to. Tom again said there wasn't anything he could do and when I got upset, Ozzie gave us 50% of it back. The entire time Tom was just rude and brash. He told us they washed the car the day before but it rained so they didn't have time to wash it again before we picked it up. We don't think it was ever washed, the dust on the entire vehicle was very thick and heavy. This was also a new vehicle and the inside was pristine when we received it from Cadillac. When we picked it up from AW there were several dents in the leather and grease on the light colored interior, very, very upsetting! I will give kuddos for the outside, they did do a good job on that. We would never recommend this shop to anyone for all the grief they put us through. Not sure why Cadillac uses them, they have other bad reviews on Yelp as well.
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