Mr Gerrod took care of me he worked with me and my time he updated me when he new more great service and communication very pleased with the customer service.
Gerard was great he kept me informed thru the whole process. Very professional. Technicans did an exceptional job. Customer service was great as soon as you enter the building. Thanks for the great job.
Informed well along the way despite some minor delays
Being in customer service I understand the impact and meaning behind most surveys. I do appreciate your representatives honesty throughout the process. However, your automated email system provided us with inaccurate status updates- said vehicle was ready when it wasn’t. When I dropped the vehicle off I asked if it could be sent to service dept for oil change while shop was waiting on parts. Rep agreed to do so. When I picked vehicle up it wasn’t completed so I attempted to take to service but they were backed up, so I took the vehicle elsewhere for the oil change. I inspected the repair and found an area where the paint was not smooth, but rather rough in texture (fairly obvious). When I brought it you your attention I was told they likely buffed the area after installing and they couldn’t get to that portion? Instead of offering to repair it correctly, I was simply told hat I have a lifetime warranty through Farmers (whom I’m employed with) and if it bubbles or chips to bring it back. A little disappointed by this as you are a preferred shop by my company. Finally, there was a slight delay as “someone” didn’t inspect the fender molding and when they went to install found it was scuffed, so a new one had to be ordered- creating a **** day delay. When I went to return the rental Enterprise advised that Farmers covered the entire rental. In my opinion, your offices should have covered the extra day... You ask for 10s on your survey and when I came back in to discuss my concerns I was offered a “Sorry about that”, which is something, but since you asked I’m providing you with feedback. Nothing major, but from a service perspective I feel some simple requests/issues were ignored.
Kept me real informed on the progress of repair
Thank you Gerard for keeping us notified on progress of our repairs.
Scented items were attached to the air vents. I am extremely reactive to such things, and too much exposure can cause an asthma attack. At least the car was not ruined. You need to ask first.
Also, the driver side fog lamp was improperly installed (loose). I corrected it myself.
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