Review for Momentum BMW Mini-Body Shop
Denny W. on 04/11/2011
Spoke with Denny and His wife. Denny said his overall experience is a negative 50. He noted it was the most horrible experience he has ever had. He mentioned it took over a year for his vehicle to be finished because of a back order on a part and also because they didn't do all the paint work that needed to be done and had to go back to the insurance company for more money to finish the paint work. He stated they brought the vehicle to them back in April of 2010 and that in May of 2010 they said they needed a reinforcement to their bumper which was on National back order. His wife then said she called every month asking if the part had come in and in February of 2011 she called and they said yes the part was there but the business never called them to let them know. His wife noted when she brought the vehicle back in she spoke with Robert and he said he was the manager but he was the estimator, and he told her she didn't even need the part. She questioned how he could know that by looking at the outside of the bumper when this was an interior part. His wife then mentioned the insurance adjustor came out and said she did need the part. They both stated they would never recommend this facility and chose it because they worked on Land Rover vehicles. They stated they have no confidence in the work that was done.
Service Date: 04/06/2011
Review Created: 04/11/2011
This review was collected via phone interview by Customer Research Inc.
Johnny C. at Momentum BMW Mini-Body Shop responded on 04/25/2011
As noted in Denny's comment, the complaint on the repair was from a year ago when the Momentum BMW Mini Body Shop was under different management. Once the current management was made aware of the problem, every step was taken to find a quick resolution. Yes, there was some miscommunication which led to the customer feeling a bit exasperated. The Estimator stated that he could tell if a part was needed by just looking at the bumpper which the customer misconstrued to mean that he was saying there was no part needed. The estimator took the extra step to make sure Denny and his wife were taken care of, even driving them home himself so that they would not have to wait. The new management team is working diligently to make sure they are able to correct the mistakes of the former management satisfactorily.