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| - We had our Golf R rear ended a couple months ago and because we had brought our previous vehicle in to Contemporary Coach Works to do the repairs, we decided to take our current vehicle into the same place, since we was pleased with their previous work. Getting an estimate and booking an appointment was easy. They got us in the very next week, which we really appreciated. We were told drop off would be on Wednesday and that the vehicle would be done and ready to be picked up on Friday which was Good Friday. On the day before the appointment, we received a call from the receptionist, telling us that they have to reschedule our appointment to the following week. Since we had already booked the rental vehicle and arranged our week according to the repair, we really didn't appreciate being told (not asked) to reschedule the appointment for the following week. We told the receptionist that unfortunately moving the appointment wasn't going to work for us, but she continued to tell us that there was nothing she could do. After going back and forth quite a bit, she finally agreed to allow us to keep our original appointment. Since the vehicle was meant to be done on Good Friday, which is a statutory holiday, we inquired as to whether they will be open or not, since we were planning on leaving the city and returning on Friday. The receptionist told us that they would be open. We later called the same day, inquiring once again, whether they would be open on Good Friday and were given the same response.
On the following day, Thursday, we received a call from the receptionist saying that the vehicle was done and ready to be picked p. She told us that they would be closed on Friday and that we would have to pick-up the vehicle that day, Thursday. This completely ruined our plans but thankfully our insurance was understanding and allowed us to keep the rental and pick up the vehicle on Monday. What bothered us was their lack of transparency in regards to the appointment and pick-up time. I personally work in the auto industry, and would never reschedule my clients a week later without first asking them if it is okay and I would never tell my customers that their vehicle would be done on a specific day, allow them to make their plans based on this, only to tell them that the vehicle is done early and they have to pick it up that specific day as we are closed the day they were originally scheduled to pick it up. Don't get me wrong, I appreciate that the vehicle was done early, but it didn't feel as though customer satisfaction was first on this businesses priorities considering how the entire situation was handled.
Today (Monday), I picked-up the vehicle and the repair looks great! The car had even been cleaned and was left in the display over the weekend. This was unexpected but it really went a long way. We really appreciated them going the extra mile and cleaning the vehicle. The only problem we noticed was the reflector on the rear bumper was still pushed in after we picked it up. We I took the vehicle back to Contemporary Coach Works right away and they quickly got 3 guys working on it and finished up within 20 minutes. That was fantastic service!
Overall, we would rate our experience with Contemporary Coach Works 4 stars. We would definitely recommend them for getting repairs done on your vehicle. They stand by their work and the quality is always incredible. This is why we chose to go with Contemporary Coach Works versus the companies that our insurance company suggested. They do really great work and we cannot recommend them enough from this standpoint. The only recommendation we have is to work on the customer service aspect of the business. Who you have working the front counter does a lot for your business; and ensuring that your customers are kept informed and not misinformed throughout the entire process is pretty crucial. We only ever had issues with one receptionist, who tried to schedule us in for the following week and told us we have to pick-up the vehicle on Thursday versus Friday. The other receptionist was great and very helpful.
To conclude, thank you to the staff who worked on our beloved Golf R, and we will most certainly be back!
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