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  • I wanted to share my experience since I was disappointed in the service I received. I had used a competitor in the past with great results. I thought using the dealer for this repair would make more sense since it is a new vehicle. My initial experience during the quote process was great. I was given the quote on 4/25 and told it would take 2 days to repair. The repair was for a couple scratches to the rear bumper and trim. Less than $1000 repair. I scheduled for Monday 5/14 and dropped off Sunday night. I called on Monday around noon to make sure they received my keys/info in the drop box. My info was taken and I was told they would call me back. I was called back about 2 hours later and Carol M stated she had entered it into the system and repair was underway. Around 2:00 pm I received notification via text that the repair was underway. I called back the next day, when it was to be ready, they said it would be ready on Wednesday. I talked to Carol since I was receiving no updates. She said she would call when it was ready. I got a call from Carol that it would be ready by 5:00 pm on Wednesday. I go by to pick it up and the repair was unacceptable. There is a major amount of paint around the seam of the rear bumper and the rear quarter panel. They said they should be able to buff it down. After about 30 minutes they came back stating that the paint was still to soft to work on. They asked that it be left till the next day. They would buff or repaint it to correct the issue. I asked that it be delivered to me once done and they agreed. Thursday morning I have no update on what they intend to do so I emailed Carol. I hadn't heard heard any progress report so I call Carol at 2:30 pm. She stated it was still in baking and they expected to deliver before end of the day. The bumper cover had to be repainted. Around 4:30 pm it was delivered to my house. As I was walking out to inspect it, I received a call from Carol that they were on their way. I let her know they were there and she apologized because she had got tied up. I wanted to inspect it before the driver could leave. He stated he didn't know what had been repaired. It looked good this time so I accepted the repair. This review is the steps that my simple repair took. I hope it is used by Hendrick to improve their communication with the customer and not have the customer completing quality control for the repair. Hendrick also needs to understand the importance of meeting deadlines when it comes to people's vehicle. At this point I would use an alternative to their business if the need arises.
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