League City, TX
Thieves working for them
They towed my car to their business (totaled) and stole an umbrella, a case full of CD's and a usb cable from my car.
02/19/2013 Category: Collision
Spoke with Rochelle. She said this business didn't take care of things well. She said the experience ended up costing her more money than it should have. She said there was some miscommunication between this business and the insurance company. The paint work was done, but they did not check for the squealing noise. She said the customer service was poor. Her vehicle was taken to the service department of this business and they couldn't find anything wrong. She left this business and took her vehicle to a different business. The other business found the issues with her vehicle. She said she has no idea when it was ready. She was told that the insurance company wouldn't pay for the use of the loaner vehicle after the 4th of February. She paid for the additional two days on the loaner vehicle. She had to call this business for updates. She said Vickie did an excellent job and she was nice, but overall her whole experience was horrible. She would not recommend this business because they didn't take care of her. She said she doesn't want to come back to this business.
02/11/2013 Category: Collision
Angel said she is very unhappy because they did not complete the body work, but she chose not to elaborate. She said she believes her vehicle was ready about 15 to 18 days late. She was told there was a parts delay and then she was told there was an issue with the adjustor. She had to call them for information. She would not recommend this business based on this experience.
10/18/2012 Category: Collision
Cinthia said this was her first accident and she did not know that she had to inform the business she was going through her insurance company. She brought her vehicle to the business on Tuesday and they told her it would be ready one week from Wednesday. Her rental vehicle was on her credit card and the insurance company informed her on the delivery date that it was her last day to be covered by the rental. She called the business but the representative was busy. She told the person at the desk that she needed a response from the representative quickly, but he did not call back. She made several calls that were not returned. She finally called and insisted on speaking with him and got him on the phone. He told her that her vehicle would be ready on Friday and it was currently being painted. When she told him the insurance company informed her that it was the last day they would cover her rental he was surprised to find out she was using insurance. He said he called the insurance company and told them he needed more money for more parts. They had to wait for an adjustor to come out and approve the addtional work. She said later she asked him why he did not tell her that they needed additional parts until he found out she was using insurance. She explained to him that she has small children and the rental vehicle was extremely small and his response was that he didn't know what to tell her. The repair took a full month. She said she finally got in contact with a representative named Sonya who dealt with the situation better. When the vehicle was delivered to her it was dirty, there was paste in the back, and the seatbelt was broken. The license plate frame that was broken in the accident was not fixed and the taillight was fixed but with a used part. She said she would not recommend this business to others based on this visit.
08/28/2012 Category: Collision
Martha said that there was writing on the windshield still when she picked up her vehicle she had to clean it off herself. She said that she took her vehicle in on a Thursday and told them she needed her vehicle by Monday it was not ready until Monday afternoon because she told them she was on her way to pick it up. Martha said they did not give her a reason why it was not ready.
08/01/2012 Category: Collision
Christopher stated he was not the one who dropped off the vehicle or kept track of its readiness, so he said he doesn't know if it was ready on time or if personnel were informative. After he got his vehicle back, he noticed scratch marks from tooling where his bedside was clamped to the truck during service work. He went back to the business and was told that was the best they could do. He went back again and said the work was not factory quality. The business fixed the scratches, so he concluded the personnel were being lazy. When he was livid, he did notice that the personnel kept their cool and did not make things worse. He would not recommend them due to this experience.
Sonia P. from Baytown Auto Collision Center responded on 08/03/2012
Mr. Calisle is correct we did miss the scratches and the estimator informed the insurance company and received no approval. Our shop took care of those scratches and he is completely satisfied.
11/11/2011 Category: Collision
Juan said there were lots of problems with the repair. They told him his vehicle would be ready in 9 days, but the repair took 32 days. He was given different reasons for the delay, from wrong parts coming in and parts having to be painted, to the vehicle had to be aligned. He said this business never returned any calls and he had to contact them for information. He was not satisfied with the way he was treated and he would not recommend this business to others because of the lack of communication.
07/30/2011 Category: Collision
Luke said when he got his vehicle back it was still damaged and there were chips in the paint. It was nowhere near repaired. He rated his overall experience a zero. When they left the business, the vehicle was making a rattling noise. They returned it to the business. They took a look under the vehicle and told them they would have to go to a welder and fix the heat shield. He was not satisfied with the quality of the repair for the reasons mentioned. He was not kept informed during the visit because he was the one who had to call in and get information. He also was supposed to get text messages from the business, but he got them after he received his vehicle. The person who did his estimate was from his insurance company, and they did not do a good job because the business found additional damage on the vehicle. He was not satisfied with the treatment he received from the personnel because the guy who delivered his vehicle was rude. He mentioned the adjuster and manager were really nice. He would not recommend this business for the reasons mentioned.
06/21/2011 Category: Collision
Spoke with Patrick, the assistant manager at Newpark Drilling Fluids. He was not satisfied with the quality of the repair because some of the work looks great and some of it does not. When he first picked up the vehicle the front bumper did not look like it was secured. The work was redone and looks fine now. The vehicle was not ready when promised. He was originally told the vehicle would be ready the following Wednesday. He was then told that it would be ready various times on Thursday, and then told various times on Friday. When he went in on Friday to pick the vehicle up at the last promised time he was told the work was still not done and it would be ready on Monday. Not all of the work had been done. He ended up having to take the vehicle and bring it back in. It then took a week to finish the work. What happened was the vehicle was brought in for work to replace the front bumper, door work, and to replace the rear bumper. When he went to pick up the vehicle he was told the rear bumper was not replaced because they had not been told to. When he came to pick up the vehicle Greg came out and told him he was at fault for the rear bumper not being done. Patrick said this is poor customer service. He said a business should never tell the customer they are at fault. He also said when the vehicle was dropped off he told the person that prepared the estimate the rear bumper needed to be replaced. He was not satisfied with the person that prepared his estimate because he did not understand all the work he requested to be done. He was not satisfied with the way he was treated by the personnel because the customer service at this business was poor. He was told point blank he was at fault for the repair work not being done, even though he had told them when he dropped the vehicle off all the work that needed to be done. He was dissatisfied with the shop's communication because he was never contacted. He was always the one that had to call or email the business if he wanted to know the status of his vehicle. He was never even contacted when they kept pushing back the date the vehicle would be ready. He would not recommend this facility to others after this experience. He only used this business because he does not have any choice. The customer service at this business and the Baytown Ford collision center is consistently poor. He rated his overall experience with this business as a 1 but would rate it as a 0 if he could.
This review was collected via phone interview by Customer Research Inc.
Sonia P. from Baytown Auto Collision Center responded on 07/13/2011
We are not understanding why this young man was so upset from the time we gave estimate. we repaired front end and he came a few times during repairs and stilll never mentioned rear. Ford company was not even involved ,so upset with them was probably misspoken . no reply from company.
06/16/2011 Category: Collision
Spoke with Victor. He stated that the bumper on the vehicle is not flush or parallel with the frame. He took the vehicle back to have the issue resolved, but the bumper still is not fitting the vehicle properly. He said he is frustrated with the business for not listening to his concerns. Due to this experience, he would not recommend the business.
This review was collected via phone interview by Customer Research Inc.