Full Service collision repair shop, Crest Cadillac services Nashville and the entire middle Tennessee area. We are a BMW, Mercedes Benz, Honda, Audi and GM certified repair shop. We repair all make and all models and we have a life time warranty for as long as you own your car! Full Service collision repair shop, Crest Cadillac services Nashville and the entire middle Tennessee area. We are a BMW, Mercedes Benz, Honda, Audi and GM certified repair shop. We repair all make and all models and we have a life time warranty for as long as you own your car!
After I dropped my car off on Friday my insurance adjuster visited the following Monday and called giving me my estimate. I authorized the work rather than taking the payoff and he let me know Crest would begin immediately and let me know when it was ready.
Two days later I received a call from Crest asking if I wanted them to repair the additional damage to the hood for an extra charge. I let them know there was no damage to the car. They said there were dents all over the hood. I told him there had better not be dents on the hood to which they said they would send pictures and we could discuss further.
When I received the pictures I freaked out. There were 20-25 dings deep enough to have chipped the paint all across the hood of my car. They appeared to have been caused by rocks hitting the hood… hard! I called and did my best not to berate the person while explaining that this damage was not present when I left the car with them and I expected them to repair it.
They said I would need to speak with the manager of the Collision Center. Instead I called my insurance company and asked for suggestions. They asked why I chose that shop and I explained that it was the only “Mercedes Authorized” body shop in Nashville. They suggested I call Mercedes and ask them how I should proceed so that is what I did.
The General Manager of Mercedes apologized and gave me the contact information for the General Manager of Crest saying that if this had happened at his shop he would want the opportunity to “make it right.” He said he would let him know I was trying to reach him and I should call.
It was difficult to reach the General Manager of Crest, Mark Zurilez but when I did speak to him and explain my situation he immediately apologized. He said that he understood where I was coming from and while he didn’t know whether they had caused the damage he would get to the bottom of it. He said he would find out what had happened and call me back.
When he called back we had a great discussion where he discussed the fact that body shops are notorious for assuming that they will continue to get business because people need their cars fixed and allowing that to impact their concern for providing good customer service. While he didn't say this had ever been their attitude he did say that he wanted to make sure that this was not the case with their body shop. Mark said that at Crest customer service was very important and they wanted to make sure that I was as happy as possible that I brought my car to them.
Most importantly, he said he understood that I did not feel that the damage was present when I left my car in their care and while he could not say what had happened since it appeared that it may have happened while on their property he was going to have the repairs done free of charge. He again apologized for the inconvenience and gave me his personal cell number in case I needed anything else.
There was a delay in having my car ready but this was only because Mark saw that there was additional damage to the lower grill on the front of my car and he didn't want to return it to me until everything was taken care of completely.
All-in-all everything took two and half weeks to finish. Despite the fact that I spent a portion of that time concerned that I was going to be on the hook for second $1000 deductible when the damage that occurred was not my doing, the result that Mark, Ray and the Crest team delivered made up for the inconvenience. The work they did made my car look like new again and as Mark said he wanted, I could not be happier with the results.
It would be easy to say that they obviously caused the damage so they should have repaired it. The truth is that neither they nor I know how the damage actually occurred. I do not believe it existed prior to leaving at Crest but I can't prove that any more than they can prove otherwise. The fact that Mark and his team so willingly stepped up to the plate and took care of the situation because they didn't want a customer to be inconvenienced says a lot about the Mark, Ray, and the entire Crest team. The fact that they had the latitude to do so says a lot about the Crest company.
I've seen a few bad reviews of Crest while researching them online. To those I would say that the way Crest went above and beyond to take care of me in this situation shows that even if they haven't in the past, and let's just say this isn't the first bad experience I've had with them, they are intentionally taking strides to be a responsible and honest business.
Needless to say, I highly recommend Crest Collision Center. While issues may occur with them just as they may occur anywhere else at any time, Crest made sure that correcting absorbing the cost of the problem didn't fall to me and I appreciate it, and them very much.
Thank you Mark and Ray.
Cheers,
Jeremy Ethridge