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| - I was rear ended and needed a bumper cover and carbon fiber diffuser replaced on my BMW. I was new to Las Vegas and had no body shop work done here before, so a friend suggested I go here but he had no personal experience with the shop either. I was originally quoted 3 days to repair assuming they could get the parts in short order. Well, that couldn't have been further from the truth.
A little over a week goes by at which point I'm told the carbon fiber diffuser that originally showed up was broken and they would have to source another, but my car was ready to go otherwise. I was even told that I might need to come pick up my car and return later to get the diffuser installed because insurance may not cover paying for a rental considering the part needed to be reordered is basically cosmetic. I'm told there were no more of them left in the states and it had to be ordered from Germany. Meanwhile, I was able to find this part in-stock from domestic performance shops with a quick 30 second Google search. I was told on Wednesday (9 days in) that the diffuser had arrived in Las Vegas and they were waiting on local delivery of it. No more developments during week two.
14 days after dropping my car off (a Monday), I get an email that my car would be ready for delivery the next day. Well, Tuesday comes and goes so I call them on Wednesday. I'm told the body repairs are completed and promised that my car would be ready to be picked up by the end of the day Wednesday (16 days in the shop by that day). Well, around 3PM comes around or so when I get a phone call that they went to take the car for a drive, it was acting odd (nav screen and gauges not behaving) and threw a check engine light. They got the code pulled and it was some sort of electrical system issue. I'm told they're going to take it to BMW to diagnose. The next day, I'm told that a relay went bad in the fuse box and the entire fuse box needs replacement at a cost just shy of $1200, oh and "the engine doesn't start anymore." I'm told they'd have to submit it to insurance for approval but they were pretty confident it wouldn't be a problem. At this point I'm thinking "fine, great, whatever, just fix it, I just want my car back already." Mind you, the car was perfectly drivable the whole time between my accident and the time I dropped it at the shop so this whole thing seems off to me.
I called New Look on Friday (2 days after they took it to the BMW dealer), I'm told they're still waiting on the insurance company for approval. Monday I'm told the same thing, but that I'd get a call back Tuesday with status. Tuesday and Wednesday roll by...not a peep. On Thursday my phone rings. "I have bad news. The insurance company is denying the repair since the fuse box is at the front of the car and you were impacted in the rear." Then I'm asked to call my insurance company and plead my case. I've (unfortunately) been in my fair share of car accidents over the last 17 years and never once have I been asked to do anything like that; isn't this your job? The body shop advisor then forwarded an the email of the adjustor's denial which was dated two days prior, so it seems I'm not much of a priority despite being told I'm on their "hot list." The insurance company winds up agreeing to pay for most of the repairs, I was stuck having to eat about $400 outside of my deductible. I don't fault the body shop on that particular delay or cost given that was about one week of what turned out to be five weeks.
At the end of this ordeal, it took 5 weeks to get my car back when I was told all they needed was 3 days, the whole time constantly having to keep tabs on them since they were not proactive at all. The body work they did was good and I was happy to get my car back but the communications failures and constant missed deadlines were a big miss and felt like I had a part time job of babysitting a body shop.
In full transparency, this review has sat in a draft in my yelp profile for over a year. It's possible things are better there now but I had thought I posted this previously.
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