Review for Heritage Body and Frame Pond Springs
Sanjay G. on 10/20/2011
Sanjay said his vehicle was not ready when promised. He was not given a time for when the vehicle would be ready, even though he specifically asked for one. He was not kept adequately informed during the repair process because he had to call and ask what was happening with his vehicle. Because of this experience he would not recommend this business to others. He chose this business because they were the only one that would be able to repair his vehicle in a timely manner that would work with his schedule. He has used them before. This business needs to keep people informed, particularly when they have special requests.
Service Date: 10/18/2011
Review Created: 10/20/2011
This review was collected via phone interview by Customer Research Inc.
Jason B. at Heritage Body and Frame Pond Springs responded on 10/24/2011
This customer came in 3 hours after his scheduled appointment's time with the insurance company adjuster. He wanted his vehicle to as soon as possible and We accomplished that. We were done with his vehicle within 24 hours of him dropping it off. If he would have come in during his scheduled time we would have been done the same day. We called the customer as directed and gave him the time his car would be ready. He called us back at the time we said his car would be ready to see if his car was done. Then we stayed late just to accommodate him. He accused us of not telling him his a car was ready, however once he arrived after our normal closing time, he said he had just woken up when we called him and did not remember the conversation. I am sorry that repairs being done in 24 hours or less, contacting you , and staying late so you can pick up your vehicle, when you were late to your appointment, and to pick up you vehicle was not good enough customer service. Please check you facts before you give a company a bad rating.