June 27th I brought my vehicle in to have an estimate done for some passenger side fender damage. Paul came out and gave me my estimate, painlessly, and I told him I wanted to talk with my husband about the quote. He said I should just give him a call when ready.
June 28th, I called and told Paul I would like to go ahead with having the repairs done on my car. He said that he would get the parts ordered.
After the long holiday weekend (July 5th), I took my vehicle into my insurance company to have them give me an estimate as well. That day, they cut me a check for the remainder of their estimate, minus my deductible. I waited for a call from the body shop to take my car in to have work done.
On July 10th, I called to check on the status of having my parts arrive. I soon find out they had never been ordered. When I am told why, it is because they hadn't received the estimate from my insurance company. I tell them I was never asked to bring in an estimate from my insurance company.
When I go in to deliver the estimate, Kenny tells me that they will not perform any work without the estimate because "I've had troubles with GEICO". I remind them that it is me who hired them to perform the work, and it is my job to take care of any issues with GEICO. I even tell him that they have already cut me a check for the estimated amount, and have agreed to pay for any hidden damage that they may discover.
Not once does Kenny apologize or try to seem a bit understanding that it has been nearly two weeks since I "thought" my parts had been ordered.
He says he will order them that day, and call me in the afternoon to tell me they have been ordered. I never hear from him.
On July 12th I receive a phone call from Paul that my parts are in and they are ready to start work on my car. I asked if I could bring it on Monday July 17th and made an appointment for an 8am drop off.
Today, July 21st I go in to pick up my car. I had forgotten to bring the check from GEICO and ask if I can pay my deductible, and then return with the check on Monday. The receptionist Kathy says she doesn't think that will be a problem, and proceeds to take my payment.
Kenny appears and says that "he will make an exception," but he doesn't normally do that "since its GEICO." I smile and nod as I finish signing for my payment. Kathy gives me my paperwork and shows me the warranty. Kenny then walks right by me and says "I'm making an exception for this, otherwise I wont get paid". I walk out.
When I get to my car the outside looks great, but I remember that the light had been damaged and proceeded to check it. My husband informs me that the light has not been fixed. As if by magic, Kenny appears again and tells me they cant confirm if it was accident related and he knows he wont get paid if he does fix it. My husband asks to speak with him inside, and I sit with my daughter.
As my husband speaks with Kenny, he argues that this part wont be covered. He tells my husband the part would be $28, and my husband asks him to just let us pay for it then. He says it isn't a part they carry.
During his conversation, Kathy comes down the hallway and announces that "Miss Pissy Pants has paid..." and stops as she sees my husband sitting with Kenny.
Kenny is only looking to argue, and my husband leaves without a resolution.
We then proceed to go to the Withnell Service Center on Commercial. My husband asks about the light part to see if we can purchase it. The repairman explains that there is no part for that price that would fix our headlight. He also confirms that the accident we were in could have definitely caused the light to fail. The part is actually over $200.
In figuring who to further explain this to, we learn we must contact the HR representative Melissa. This is when we learn that Kenny is the manager of the body shop.
I will never go to them again. Ever. And if Withnell condones this type of behavior from ANY part of their businesses, I will never deal with Withnell again. We own two Dodge vehicles and have never had issues before, but this will be the end of our relationship if there is not some sort of amicable solution.
By now you should have received a call from our Manager about your concerns. Dark, especially black cars can show swirl marks when they are buffed. I know that we will work with you to get this problem rectified. Please feel free to contact us at the dealership if you do not feel that this was accomplished.