Dileep said his experience was miserable. They missed their initial appointment so they had to wait a month for another appointment. The business knew what the issue was but did not order the parts. His vehicle was there a week before the parts were received. He chose not to evaluate the quality of the repair but said he has not inspected it. He was not given a promise of time. They communicated that they would try for Friday. His son received a call that the vehicle was ready. He and his son took off work to pick it up. When they arrived to get the vehicle, the staff lied about calling his son. His son showed them the call on his phone. Afterwards, they communicated they forgot to callback to say it was not ready. The second time he arrived to get the vehicle, the receptionist had not prepared the paperwork. She wanted him to pay the full amount of the repair. He was only supposed to pay $1,000. He left and contacted his insurance company. The insurance agent had to call the business and straighten everything out. His agent called him back shortly and told him he could pick up his vehicle. They did not inform him throughout the repair process. He signed up for text and email but they did not provide them. His wife's and daughter's cell phone numbers were listed for contact but they called his work number. He never provided that number to them for this repair. They had it on file from another repair and notified him at that number when the vehicle was ready. He had to ask for an explanation of the repairs.
Traweek D. at Joe Hudson's Collision Hoover responded on 10/31/2017
This customer was originally scheduled to bring vehicle in for repairs on 6/21/17. We had all parts ordered, received and paid for. This customer did not show up or call. Afterward, we returned all of the parts. Nine weeks later, customer calls wanting to reschedule in for repairs and we booked him in for the first available date, which was 10/9/2017. We did not order all of the parts before the customer came in due to our previous experience-and we did have problems getting some of the parts. The customer was notified of these problems. We completed his repairs on 10/20-he was notified of this and came to get his vehicle. The first time the customer came to pick up his vehicle, he would not wait for us to call his insurance provider to find out the status of when we would receive their payment, which is standard procedure when the customer, nor us has received the payment--and left. He returned on 10/24 and picked up his vehicle.