2 /5 Gregory Skipton: 2 experiences with the since July 2024. 1st experience was great - it was repairing my wifes car after she was run off the road by a piece of farm equipment. Emma was great to work with, communicative, and kept us looped in on the process even when things were delayed. The repairs took a while, but stayed within our rental allowance. Then the hailstorm came which led to our second experience. It started out great - still working with Emma, who managed to get my hail-damaged vehicle in on the pickup of my wifes vehicle rather than waiting until Sept/Oct when they were initially scheduling. It took them nearly a month again for repairs (est $7800 or so), but they still got me the vehicle back before we had to pay any out-of-pocket expenses on our rental. That is where the problems began...
I picked up the vehicle on a Sat (keys and work orders were in the vehicle upon request), but discovered numerous scratches and unfinished portions of work done. In the time the vehicle was there, someone hooked the license plate and holder and bent it. Inside of the car was filthy and dusty, even with garbage from the workers left inside. Two hail pits were completely missed, the radio was left disconnected, and the sunroof seal was not tight. I returned to the shop the following week and spoke with Emma, who vouched that the vehicle should not have been returned to me in that condition and took appropriate pictures documenting the issues and as any good manager does, said they would arrange to fix it as soon as a loaner vehicle was available.
The end of Sept, I had not yet been scheduled, so had to start calling multiple times a week. Records on my repairs kept disappearing, promised return calls were never made, etc. I finally spoke with and began working with Gregg Middlebrook, who informed me Emma was no longer there and this was likely how things had slipped through the cracks. He retook all of the information down, did some digging and found notes, and made the same promises that I would get on a schedule as soon as a vehicle was available. I finally agreed to scheduling without a loaner vehicle because I was able to come up with a spare on my own. I dropped my vehicle off on Sept 28, with it scheduled to start having work done on it Oct 2. The vehicle sat in the same spot on the lot from 10/2 - 10/8. I called multiple times, and kept being reassured that the vehicle was to be worked on soon. Finally on 10/8 the vehicle was moved into the shop. I called daily for updates; received them from Gregg, who then said he would call with an update the following morning. Usually, I didnt hear anything and had to follow up. I was given a completion date of 10/10 but never received a call confirming the work was complete. Called on 10/11 and was told the vehicle was going in to be completed that day and should be available to pick up that afternoon.
I really tried to give them the benefit of the doubt, but hate how I had to be the one to constantly be advocating for the work to get done on things that should have been right the first time. Based on this second experience, I would not likely recommend or return.
10/14/2024 update. Picked up the keys to the vehicle on 10/11/2024. Reviewed work on the outside - the two missed dents still had not been repaired. Hood was repaired, and the bent license plate had at least been bent back into place, although the did not put in any bolts to hold it there. Picked up the vehicle on 10/12 - radio was repaired, but sunroof seal was not (maybe slightly improved, but NOT fixed). Also - the promised internal detail to clean up the mess that had been left was not completed...there may have been a cursory wipe down of the dash, but the rest of the vehicle was still as dirty as when I brought it in. I dont have it in me to fight for these to be corrected more - having the vehicle gone weeks at a time is just too inconvenient, so I will have to remedy this out of pocket down the road. This did make me feel the need to downgrade to 2 stars now, and I still feel I would not return or recommend.
