Gardendale, AL 35071
12.0 miles away
Review for Tom Williams Collision Center
Randall M. on 04/02/2013
Randall said he was happy that they gave him the estimate very quickly, but the repair took two weeks instead of three or four days. He said the work was great, but this business did not call him at all to keep him updated. He had to call every other day to check up on his vehicle. At first they planned to repair the bumper, but they had to go back and file a secondary claim to order the new OEM bumper, which accounted for part of the delay. This business told him to bring the vehicle in on the 8th and that the work would take 3 or 4 days. He called on the 13th and they told him it would be ready on the 15th. On the 15th he called and found out that they hadn't ordered the part and they had not begun the work. On the 18th they got the part in and they told him the vehicle would be ready on the 20th, but on the 20th the work wasn't done and the vehicle needed to be painted. He said the vehicle was ready on the 22nd. He had wanted the bumper repaired instead of replaced and he could understand the parts delays, but he was not happy with the communication. He said he was more than happy with the work they did and he was satisfied with the thoroughness of the estimator, but he wasn't happy with the estimator's customer service. He said on the 21st he called 6 to 8 times to get through to the estimator. If they had just told him in advance then things would have been fine, but they had told him the work would take 3 or 4 days, so he didn't ask for a loaner vehicle and they didn't give him one. He said he lives 5 minutes from this business, but his family lives 45 minutes away. He was having to make vehicle arrangements when he didn't have the use of his vehicle for almost a month.
Service Date: 03/26/2013
Review Created: 04/02/2013
This review was collected via phone interview by Customer Research Inc.