Verified CustomerHi Margaret,
Thank you for your feedback. We’re glad to hear you were happy with the workmanship, but we’re sorry to hear that the communication and overall process did not meet your expectations.
After reviewing your file, your vehicle was dropped off on June 3rd. Once it was disassembled, we submitted a supplement to Progressive on June 5th at 8:00 AM and emailed you an update that same day. From June 5th through June 9th, we were waiting for Progressive’s reinspection, which took place on June 10th. We received Progressive’s supplement approval the morning of June 11th, then sent you the related authorization at 9:07 AM, which was signed at 11:34 AM.
On June 18th, we emailed you another update regarding a final supplement that had been submitted to Progressive. Progressive responded on June 19th that they would return on June 22nd to finalize it. On June 23rd at 3:00 PM, we notified you that your vehicle would be ready by 4:00 PM. You later let us know you would not be able to pick it up until the morning of June 24th.
We understand that the supplement and insurance approval process can be frustrating, especially when it delays visible progress on the repair. Supplements are common after disassembly because hidden damage is often discovered once the vehicle is taken apart, and the insurance company must review and approve those additional items before repairs can continue.
That said, we appreciate your feedback regarding communication. Even when delays are outside of our control, we can always work on explaining the process more clearly up front. We will use your comments as an opportunity to improve how we communicate insurance-related delays and supplement approvals with our customers.
Thank you again for trusting us with your vehicle, and we’re glad the final repair quality met your expectations.