My car was hit by one of Geico's clients back in June of this year. Geico sent me to Professional Collision to get my car repair. Professional Collision said that my car was going to be ready on August 24, because they didn't have all the parts in order to start fixing the car.
During the month of August I received several messages that the work was on track and the 24 was still the due date. On the 23 of August I received a call saying that the car is not going to be ready the next day, because the found more damage. I thought that it was odd that they found "more damage" the day before I was supposed to get my car back, not sooner. Obviously, the insurance representative was not happy about that. They said that they needed one more week to finish everything.
All this time that they had my car, no one had the "bright" idea of starting the car, so the day that they said that the car was finally ready, the called me back and said that I can not pick it up because it won't start and they were going to take it to the dealer to get a diagnosis. When they were getting ready to take my car back to the body shop, someone at the dealearship HIT my car!!! Now the need more time to fix it, so the took around an extra 5 days (counting the weekend) so Geico now is paying for a rental car for me for those extra days when is NOT Geico's responsibility.
Again I received a call from Heather and Trista saying that my car is going to be ready on Tuesday, we said fine we will pick it up at 4PM. We get there at 4PM and they make us wait for more that half a hour. Trista and Heather both with attitudes because they were trying to charge me $4,500 for a deductible, when Geico already sent them the check for the full amount.
After waiting for them to decide to give me my car, I go out and I can notice from a distance that the car is all dirty and stained inside, which my car was NOT like that before, I addressed that to Heather and she said that they will fix that. I also notice that the parts that they replaced where not fitted properly, I addressed that too to Heather and she said we will fix that and give you a rental car while we work on the car. All of our jobs are guarantied. When I got home I noticed more damages and other issues that I mentioned to Heather on a message that I left her. I said message because all this time they won't answer the phone nor even respond to my messages.
I was getting tired of havig to drive a filty, smelly car so I called so I can drop it off so they can clean it and fix what ever is messed up. They said that they will only fix their car on their schedule, not mine. And I asked why the can NOT accomodate my schedule, when they were they one that CREATED all the damages and problems that my car has, and they still refused. I decided not to waste my time and didn't fight with them no more.
I waited a week and called the general manager Michael and asked him "if I give you enough notice will you clean my car", he said as long as you bring it before 4:30, we can clean it, I called again and left them a message saying that I was going to drop off my car around 3:30, but since I know how slow they work I asked for a rental car, he refused saying that I need to wait at the body shop while they fix or clean my car.
I said that I'm not going to wait for several hours there while they clean their mess, he was saying that they were doing me a favor by cleaning it, and I replied saying that they were the ones that got my car all stained and dirty so they were not doing me a favor and that I not think that I need to wait there until they decide to clean it and I will bring it back on a later date so they can correct the other things, he responded by saying that he didn't know that there were other things to addressed, that it was only a cleaning job. And I told him that I did mentioned to Heather all the other issues.
He kept saying that the only way that they were going to clean it and fix it is if I stay and wait at their body shop. I told him that it was ridiculous to ask me to waste my time sitting there and he asked me "what is so important that I need to do, that I need a rental car", my answer was "is none of your business" I don't need to tell him or give him a schedule of what I do with my time.
This company are just taking people's money and doing a lousy job. They take way longer that what they should and they always have an excuse for why things are not going right. If they knew that I was picking up my car that Tuesday at 4Pt, why they didn't have it clean and ready for me at that time? They had the entire day to do it. I asked him how come if they needed more time to finish my car they didn't tell me so, I would have prefer for them to keep it some extra days and return my car the way they should have, than to call me and say that the car is ready, when is not.
The staff that I work with which are Michael Graziano, General Manager, Heather Swithenbank, Repair Process Manager and specially Trista Grenn where very unprofessional, they lack customer service skills.
I also have to mention the fact that when I was leaving the day that I picked up my car, Heather told me that I was going to get a call regarding a survey and she was not trying to tell me how I should answer the questions, but not to give her a bad survey because her pay check depends on it, and if she gets a bad review, she won't get a pay check. HOW UNPROFESSIONAL WAS THAT?! I don't believe that she is not getting a pay check if she gets a bad review, so now you see that they tried to lie to me.
The job was so bad that I found everything that was in my glove copartment all over my car, which they had NO reason to go thru my stuff since they were fixing the BACK bumper!!! I even found trash in my car and my container to put gas in is missing and God knows what other things are missing that I don't remember.
Right now I'm working with Geico to see if we can get this resolved before my lawyer takes any actions, but I'm not sure if Geico is actually going to fix everything that Professional Collision messed up.
People need to be aware of what's going on so they won't be the next victim.
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