They painted my car, performed body work and replaced a front lamp part secondary to an accident earlier this 2006. Upon my receipt of my car back, I discovered the front lamp was loose. I heard that it was aftermarket (their choice) and this was expected. But later it fell off on the highway and I received no support for their original choices. Also, I discovered paint and bodywork defects (very small, but noticeable during washing routine).
On my first warranty bring-back, my insurer reimbursed them for the somehow lost frontlamp and they also re-did the paint and body cosmetic imperfections. But the frontlamp fell off again and I get the same story. I mean, the manager tells me to my face that they won't be held responsible for aftermarket part installations. SO I go to my insurer and hear they paid for an LNQ (OEM-quality) replacement. My adjuster said they're ripping me off.
So I send the manager a fax demanding that they honor their poor work under my 90-day warranty. But now manager refers me to a faraway manager (Division Manager) named Maurice Walsh who makes little effort at reaching me. After many phone calls and pent up frustration, I get him to agree to Earl Scheib replacing the LNQ front lamp at their cost. But I also tell him I want reimbursement for my car rental because my car has been in their hands for a business week to accomplish what was first described as a two day job. No disagreement from Mr. Walsh.
Their third warranty service ends up taking over 2 business days because the front body work and paint gets redone a third time. I have to rent a car for not only Thursday and Friday, but the whole weekend secondary to their questionable worksmanship.
This is where I would impress you on this company's lack of character. Even though they acknowledged fault (agreeing to replacement/third visit to complete first job), they ignored my request for partial (2 day) car rental reimbursement at Mr. Walsh's office. Later, I hear from their Corporate minions at [email protected] (folks who claim to have no say in decision making but at the same time recount to you in minute detail why your request from a capitalist's perspective looks fishy) that I may submit in writing to a Review Board my grievanace again in order to get back my rental cost secondary to their admiteed failure to do the job right the first and second time.
I did not ask them for my car rental cost the first and second time, but rather for only part of my rental on the third time. Not only have they demonstrated a pattern of complacency for getting the job done with quality, but they have delivered a sickening reminder of what decadent companies become after getting big. Can you imagine what the real Mr. Scheib would think of their shannanigans?
To conclude, I have never had any serious problems with them from 1998 through 2005. But this year, I discovered a serious set back in their performance. Not only are they now deficient in my view for delivering their product but they are anonymous and especially slippery upstairs when you (as a consumer with valid complaint) expect to be treated with respect and simple courteousy.
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