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| - If I could give this shop ZERO STARS, without hesitation I would. Unfortunately, I was fooled by the ratings of this place on yelp and decided to give this business the benefit of the doubt. However, I was wrong, veeeeery wrong to trust the good reviews and I regret going to this shop. IF YOU CARE ABOUT UNPROFESSIONAL SERVICE, BEING TREATED AS AN UNVALUED CUSTOMER, AND WORK THAT IS CONSTANTLY DELAYED/SHADY THIS IS YOUR PLACE TO GO ;)
I encountered a loooong horrible experience with this place and if the introduction to my review isn't enough for you to believe me continue reading the novel I am about to write haha.
I got rear ended in December and already had an estimate from another shop. I decided to bring my car here to get fixed instead because it was closer to my house and I thought they would do a good job.
The day I dropped off my car I was immediately turned off by the set up of the office and drop off process. This place was dirty, disgusting, and the office set up was awkward. When I pulled up there were people in front of the shop and I was greeted by Thi saying "You dropping off? Go inside the office and I'll meet you in there" well, thanks for making me feel welcomed. Since I already had an estimate she said that it wouldn't take any time and my car would be finished in 3 DAYS MAX, I was like awesome because I didn't want to be in a rental that long.
*I DROPPED OF MY CAR ON A MONDAY (day 1)*
So three days go by, and I haven't heard anything from them. I call on THURSDAY (day 4) to make sure my car is okay because I was only supposed to have my rental car until FRIDAY (day 5). Thi said that they found additional damage on my car and they had to wait for an assessor to come out and look at the car for additional damages. I got upset because my car was just sitting there since Monday not getting any work done. She called Enterprise to extend my rental, cool whatever, that was the least she should have done for me. She also told me that the assessor would be in on the following Monday (day 7) to honor the additional damages but it shouldn't take that long because the original estimate got approved and they already had the bumper at the shop.
*THEN I CALL THE FOLLOWING TUESDAY (day 8)*
Johnny answers the phone again rude, and very unprofessional (just to give you an example of a STANDARD conversation at this shop....)
Johnny: "HELLO? WHO'S THIS?"
Me: "Hi, is this S&M Auto body shop?"
Johnny: "YAH, WHAT CAN I DO?"
Me: "I was just checking the status of my car"
Johnny: "WHAT KINDA CAR IS IT?"
Me: "White VW Jetta"
Johnny: "YEAH I'LL FINISH IT TOMORROW, YOU CAN GET IT AT 4"
Me: "Okay thanks"
Johnny: *HANGS UP THE PHONE*
So I assumed my car would be done on WEDNESDAY (day 9). I drove to the shop a little after 4 and Thi is standing outside dealing with some other car and tells me to go inside the office and wait for her. When she came to the office I told her I was there to pick up my car. She tells me "YOUR CAR ISN'T READY." When she tells me that Johnny walks into the office talking to her about another car, and I interrupt their conversation because he interrupted the one I was having with Thi. I say "Why isn't my car ready? I talked to him *pointing at Johnny* and he told me that my car would be ready by 4pm today."
Then they come up with some BULLSH*T STORY. Apparently, the assessor was sick and didn't come in on Monday (WHY WASN'T I INFORMED?!) and then Johnny says that they had a used bumper come in and it didn't fit my car so they had to order a new dealership bumper and it was supposed to come in the morning of Wednesday (DAY 9) but it didn't so I had to wait until Friday (DAY 11) for the bumper to come in.
1. IN THE ESTIMATE SHE TOLD ME THAT GOT APPROVED ON (DAY 4) THERE WAS ALREADY AN ORDER FOR A NEW BUMPER, SO WHY DID I GET A USED ONE?
2. DIDN'T SHE TELL ME THE BUMPER WAS ALREADY IN THE SHOP THAT DAY TOO? SO WHY ARE THEY TELLING ME ON DAY 9 THAT THERE WAS NO BUMPER IN THE SHOP FOR MY CAR?
Then Johnny continued talking to Thi and saying with attitude "Just send somebody to go pick up the bumper right now, we've been having a problem with the customer since day 1." LIKE SERIOUSLY?! ME, THE CUSTOMER?!? I'M RIGHT IN FRONT OF YOU AND YOU WANT TO SAY I AM THE ISSUE WHEN YOU ARE THE PEOPLE WORKING ON MY CAR?
What was supposed to be a 3 day job, took 11 days. And it wasn't worth it for how much I had to deal with their crap. The issue at this shop is that there is no communication whatsoever between THI and JOHNNY, and because of that there is no communication between the SHOP and their CUSTOMERS. Like seriously save yourself the trouble, this place is not worth the money or time you have to offer no matter how cheap their prices are or whatever you're looking for. I would have rather gone somewhere that charges more but would have delivered better customer service, instead of feeling like an unvalued customer and being confronted by the people that work at this shop. NEVER AGAIN.
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