Review for Baytown Auto Collision Center
Newpark F. on 06/21/2011
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.
Service Date: 06/13/2011
Review Created: 06/21/2011
This review was collected via phone interview by Customer Research Inc.
Sonia P. at 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.