I went to Ford Body and Paint for a rear bumper fix on my Ford Edge after a collision. I could've chosen any repair shop I wanted and thought I would get great service from Ford.
I dropped my car off with DC Baker the week after Thanksgiving. He said it was too early to tell but his best estimate was that it would take about a week to fix.
A few days later he called to tell me that they found more damage than the original insurance adjuster estimated and they were waiting for an Allstate adjuster to come look at it so they could order the extra parts. He informed me Allstate was a week behind on appointments so he was guessing it would be a couple weeks for the car to be done.
I did not receive a call nor did I try to call or bug them about the car until December 22nd (the end of the 4th week of it being there) I called and the front desk said DC was at lunch and that I could leave a voicemail and he should be back in an hour. I left a voicemail saying I was checking the status of the car and was really wanting to have it back for the holiday weekend. Did not receive a call back and they were closed for 3days for the holiday.
By Tuesday afternoon (Dec. 26th) I still had not received a call back so decided to call again. DC answered and told me that the technician was bringing my car in the garage to put it back together and it should be ready by the next day ( Dec. 27th ). I told him I am driving my family around in a car with mechanical problems and asked if I could get a loaner until the car was done. He told me they don't "do" loaners. Them being a dealership and service/repair shop I'm thinking this is bull.
Dec. 27th came and went and I never received a call from DC. My husband called the next day on Dec. 28th. DC answered, said the car was done it was just getting washed and he waiting on some final paperwork from Allstate. He told my husband he " should be hearing from him later". Well, we rearranged plans we had that night to make sure we could be available to pick up the car since we know they close at 6pm. At 5PM that day we hadn't heard anything so we called him. It went to DC's voicemail. We waited and called again at 530PM. Went to DC's voicemail. We called a final time at 545pm and again no answer from anyone but went to DC's voicemail.
The following day on December 29th we waited in the morning for a call back and didn't receive anything. We decided to physically show up at the shop around noon that day. We saw our car parked in the parking lot with water dripping from the tires. We asked to speak to a manager and after waiting 10 minutes DC comes out to talk to us. We start telling him our frustrations and how the lack of communication seemed ridiculous, and we felt we were being strung along. He was instantly defensive saying he never made promises for time lines and blamed the insurance company for all the hold up. He goes to his office to call the insurance company and magically after us being there less than 30 minutes he receives the papers he needs and gives us out car back. He offered no apologies or took any interest in our issues. I truly believe that if we had not gone down there to confront him in person our car would have sat there another holiday weekend.
They vacuumed the carpet and washed the outside but after having our car almost 6 weeks they couldn't wipe the dashboard down?
I am so disappointed in the service I received specifically from DC Baker. I understand that insurance companies suck and are a pain to deal with but every once in a while he should offer updates. He didn't return my call or respond to my voicemails a single time. A LITTLE communication would've made this situation a lot more tolerable.