Initially when my car was brought in, Michael was to be my contact person. I had left Michael a couple of voicemails and not hearing back for a while in regards to the estimate of the car. Once, he finally decided to call me back, he told me the estimate (13k) and that the car will be fixed on either May 15th or 17th. I understood this was best case scenario. At that time I was to be on vacation from May 1st - May 8th and we had agreed that he will call me prior to my vacation to update me on how the repairs are going. He had not done so. When I arrived back, I had to call Michael and leave him yet another voicemail to finally hear back from him on Thursday, May 13th. To my delight he said the car looked fantastic, they were just putting it together and I can pick it up on Friday, May 14th. I told him I was not available then due to working until 5:00pm workdays, but agreed to pick it up on Saturday at 11:00am. He assured me, that if I do not hear back from him to assume everything is ready to go.
Unfortunately, this was not the case. I had gone to pick up the car Saturday at 11:30am only to find out the car was not ready. I was told I would hear back in the next hour in regards to the car. Of course, I had to call Michael, leave another voicemail, asking why we were not informed the car was not ready. Michael called back, with a 10-minute excuse, how they had JUST taken the car to VW because the airbag sign just came on. Of course this conveniently happened at the exact same time that we were suppose to come pick up the car, otherwise he would have called us, though the car had managed to go to VW shop and be there long enough for them to know the problem probably won't be fixed that day. He also told me how he couldn't believe this was happening, how great the car look etc etc. Michael called me back that day to let me know there was a part that needed to be ordered from Germany and the part would not come until the following Friday. I was understanding of this matter, as I know things do come up last minute, however I am sure if Michael had remembered, he would have had enough time to call me and let me know the car would not be ready, as he had promised earlier. We had agreed again that he will contact me on the morning of Friday, May 21st to update me if the part had come in.
I heard back from Michael at 1:00pm on Friday. May 21st. The part had come in, and he was going to call me at 3:00pm to let me know if the car will be ready on that day. Michael never called back. He did call me back on Saturday morning to let me know the car was now at VW and will remain there for the long weekend.
On Tuesday, May 25th I had heard from my insurance agent to ask me why I still had the rental car, because Michael had also told him the car would be fixed and ready to go May 21st. I told my insurance that we were waiting for the car to come back from VW. Michael called me on Wednesday, May 26th that my car is ready, looks great, they cleaned it for the second time just to make sure everything looks good.
I picked up my car on Thursday, May 27th. Almost two weeks after estimated finish date. I completely understand that delays happen. I do not understand the poor quality I received my car in after a month at 427 Auto Collision.
1 - There are pieces of glass in between the windshield and the dashboard. They are about 1cm each.
2 - The compartment at the front roof of the car, where glasses are suppose to go, with the switches for the lights, seems to have been pried open with a screwdriver, leaving marks/small dents in the plastic, and not put back properly, leaving a gap.
3- There is paint on the top of my windshield and paint "gunk" between the roof and the windshield that's about 1.5cm across. They also didn't cover the bottom of the car when painting, so the bottom is partially spray painted. I am not sure if this is an industry standard not to cover the bottom of the car when it is being painted.
4 - I am not sure if they removed, or did anything to my front bumper, but there is a small gap between the front bumper, on the side, and the rest of the car.
I left a voicemail for Michael, when he called me back, he was again, full of excuses; he was not responsible for the car, he did not do the inspection, he was the communications guy. He also explained to me, after I mentioned that I found large pieces of very visible glass under my windshield next to my dashboard, that there is no way they can clean up all of the glass. He made it sound like it was unreasonable for me to expect that these pieces of glass, visible to anyone who looks at the car from the front, were suppose to be removed after , what he said were two cleanings.
I understand I do not know much about the industry, but I do know management, and this has been managed very poorly. I am not sure how 427 Auto Collision is USO 9000 Certified, and I wonder if there needs to be more auditing done. If the individual I have been dealing with was not directly responsible for my car, and did not do an inspection why would he say he just saw my car and it looked great, and most importantly who did do the inspection and passed my car as ready to be delivered to the customer?
Hello, 427 Auto Collision has been operating for over 40 years and is very adamant about great customer service and quality repairs at a fair price. I am sorry to hear you had an inadequate experience with us. We take all concerns very seriously and as such I would like to address your situation. From your note above, we have gone through our records and spoken to all our staff. Unfortunately there is no indication nor does anyone recall a situation as yours. If you could please provide us with your repair order or your real name and contact information, we will be more than happy to discuss with you your experience here. We look forward to hearing from you as we make all our customers a priority. Please contact me at violetta@427auto.com. Thank you Violetta