Review for BMW of Fairfax Body Shop
Anh T. on 12/07/2011
Spoke with Hang. She rated 3 for her overall experience because they never followed up. She had her vehicle towed in, gave them 2 days, and then finally called. She filled out the paperwork they faxed, and faxed it back right away. She called to see if they'd received her fax and they verified they had. She gave them another 2 days but they never called, and when she called this business they told her they'd never received her fax. Her vehicle was there almost a week without anything being done. Also, she requested weekly updates by phone when she filled out their paperwork, which gave options for how often she'd like to be contacted during the repair, but no one ever called her. This kept on and on and she was always the one calling this business. It was very tough. She had to borrow a vehicle during the repair and it made it hard to make arrangements. Hang even had to follow-up when the vehicle was taken to the affiliated BMW dealership for service. As it turned out, her vehicle had been ready on a Friday, but with all the miscommunication, she didn't get it back until the following Saturday. She was very disappointed and it was pretty bad service. The promised date was October 28th and she didn't get her vehicle for another 2-3 weeks, but they didn't tell her why it was delayed. She wasn't kept adequately informed in that they gave her a pre-estimate of $5,000 or $6,000, but later gave her a different number. She could understand that they could find more work to do, but nobody informed her. As far as the estimator's thoroughness, she talked to multiple people, and if she hadn't called them she wouldn't have known the numbers. It had been $5,000 or $6,000 but suddenly it was $10,000 or $11,000. She was satisfied with treatment in that they answered when asked. The communication was not good at all, and that's not the way to do business. If the customer isn't communicated with they won't come back. Hang had a good experience 3 or 4 years before.
Service Date: 11/19/2011
Review Created: 12/07/2011
This review was collected via phone interview by Customer Research Inc.