Deborah W.
Vehicle Make : Subaru
First, allow me to provide a little background on the damage. This was a hit and run, that resulted in damage to the front bumper. It was rather minor and I did not even notice it and am not even sure of the date it happened. My wife noticed it one day while she was unloading groceries from her car in the garage.
My car had already been to the Arlington, TX Service King Collision Repair shop at 2300 W Pioneer Pkwy THREE times, where they failed each of those times to fully and properly compete the same repairs for which I brought it to Vandergriff Collision South where it was expertly and fully repaired.
Because Service King previously repaired the car, I called them and made an appointment to get an estimate and I was considering just paying for the repair myself without involving my insurance company USAA, because the damage appeared to be so minor.
Initially, after a brief inspection the representative at Service King said he could "pop" the bumper back into place at "no charge to the customer". I was simultaneously a little happy and somewhat skeptical and concerned. He pushed and pulled on the bumper from various positions with no improvement. During his last attempt, he pulled the l/f part of the bumper, just inside the l/f fender well and it broke loose from the well. At that point he said, he was not going to be able to fix it at no charge and that I would have to bring the vehicle back in an hour when the body technicians would be there to have a look at it.
The experience got worse from that point forward, but I'll try to be less detailed from here on, for brevity. The first estimate was for a bumper kit, some clips, painting and labor for just under $800.00. Then, after they disassembled it, they found additional damages requiring additional repairs and the estimate went up to just under $1500.00. There may have been one additional estimate, I do not recall as this was back in May.
They had issues getting parts and getting parts primed and painted. I had problems getting them to respond to my phone calls, text messages and emails. They left me on hold for ten to 15 minutes several times when I called. On more than one occasion, when the representative handling my claim didn't show up for work, nobody stepped up to bat and picked up where he left off, so while he was out there was zero progress on my case. Not even his supervisor or the facility USAA point of contact were of any assistance whatsoever.
First a little background on the damage. This was a hit and run that resulted in damage to the front bumper. It was rather minor and I didn't even notice it and am not even sure of the date it happened. My wife noticed it one day while she was unloading groceries from her car in the garage.
My car had already been to the Arlington, TX Service King Collision Repair shop at 2300 W Pioneer Pkwy THREE times, where they failed each of those times to fully and properly compete the same repairs for which I brought it to Vandergriff Collision South where it was expertly and fully repaired.
Because the car was previously repaired by Service King, I called them and made an appointment to get an estimate and I was considering just paying for the repair myself without involving my insurance company USAA, because the damage appeared to be so minor.
Initially, after a brief inspection the representative at Service King said he could "pop" the bumper back into place at "no charge to the customer". I was simultaneously a little happy and somewhat skeptical and concerned. He pushed and pulled on the bumper from various positions with no improvement. During his last attempt he pulled the l/f part of the bumper, just inside the l/f fender well and it broke loose from the well. At that point he said, he was not going to be able to fix it at no charge and that I would have to bring the vehicle back in an hour when the body technicians would be there to have a look at it.
The experience got worse from that point forward, but I'll try to be less detailed from here on, for brevity. The first estimate was for a bumper kit, some clips, painting and labor for just under $800.00. Then, after they disassembled it, they found additional damages requiring additional repairs and the estimate went up to just under $1500.00. There may have been one additional estimate, I don't recall for certain as this was back in May.
They had issues getting parts and getting parts primed and painted. I had problems getting them to respond to my phone calls, text messages and emails. I was left on hold for ten to 15 minutes several times when I called. On more than one occasion, when the representative handling my claim didn't show up for work, nobody stepped up to bat and picked up where he left off, so while he was out there was zero progress on my case. Not even his supervisor or the facility USAA point of contact was of any assistance whatsoever.
Those are all my reasons why I will NEVER EVER again, use ANY Service King facility for any purpose. Nor will I recommend them. Rather, I will advise strongly against using them at every opportunity.
Fortunately, I had the opposite experience with Vandergriff Collision South, positive in every respect. ,
My initial phone call was answered promptly, professionally and with courtesy. And it was very easy to schedule an appointment to get the estimate.
When I arrived to get the estimate, I was promptly politely greeted with a smile and may have waited a couple of minutes, at the most, for the estimator. I briefly explained the nightmare like experience I had suffered through with the last shop and their failed attempts to repair the damages and he actively listened and spoke with confidence as he assured me that Vandergriff Collision would be able to repair the damages to my satisfaction. He asked me to point out the damages and areas of my concern and took photos and told me he would call me after the estimate was ready and after he had received approval from USAA to do the repair.
The drop off experience was great, again prompt, professional and courteous service and it was well coordinated with USAA my auto insurance company and Enterprise car rental, who provided my loaner.
At some point, the estimator who helped me initially, left the employ of Vandergriff Collision South, but Jimmy Nipp stepped up and took over so well, it was seemless. He kept me updated on progress of the repairs and always answered or replied to my calls, phone messages and texts.
The young ladies who work behind the counter and answer the phones and without whom I would wager, the office would cease to function, were always courteous, professional, informative and helpful.
When I came to pick up my car yesterday, Jimmy was out of the office. But, the young black man who brought me my keys and went over the warranty and paperwork with me as well as went out to the car with me while I looked it over, was equally courteous, professional and helpful. I apologize for not remembering his name.
I'm doing my best not to leave anybody who assisted me in any manner out of the comments. If I did, it's not for lack of trying. If you would rather have a survey without any reference to Service King, send me another link and I will re-write it without those comments. Personally, I like it better with them, it helps to show the striking contrast between Service King's less than adequate performance and the outstandingly superior performance of Vandergriff Collision South.
Thanks for a job above and beyond well done. Should I have need of collision repair in the future, I assure you, I will return and I will highly recommend your facility at every opportunity.
Respectfully,
Michael Weiner
Those are all my reasons why I will NEVER EVER again; use ANY Service King facility for any purpose. Nor will I recommend them. Rather, I will advise strongly against using them at every opportunity.
Fortunately, I had the opposite experience with Vandergriff Collision South, positive in every respect. ,
They responded to my initial call promptly, professionally and with courtesy. In addition, it was very easy to schedule an appointment to get the estimate.
Upon arrival to get the estimate, they greeted me promptly and politely with a smile. I may have waited a couple of minutes, at the most, for the estimator. I briefly explained the nightmare like experience I had suffered through with the last shop and their failed attempts to repair the damages and he actively listened and spoke with confidence as he assured me that Vandergriff Collision would be able to repair the damages to my satisfaction. He asked me to point out the damages and areas of my concern, took photos, and told me he would call me after the estimate was ready and after he had received approval from USAA to do the repair.
The drop off experience was great, again prompt, professional and courteous service and it was well coordinated with USAA my auto insurance company and Enterprise car rental, who provided my loaner.
At some point, the estimator who helped me initially, left the employ of Vandergriff Collision South, but Jimmy Nipp stepped up and took over so well, it was seamless. He kept me updated on progress of the repairs and always answered or replied to my calls, phone messages and texts.
The young women who work behind the counter and answer the phones and without whom I would wager, the office would cease to function, were always courteous, professional, informative and helpful.
When I came to pick up my car yesterday, Jimmy was out of the office. However, the young black man who brought me my keys and went over the warranty and paperwork with me as well as went out to the car with me while I looked it over, was equally courteous, professional and helpful. I apologize for not remembering his name.
I am doing my best not to leave anybody who assisted me in any manner out of the comments. If I did, it is not for lack of trying. If you would rather have a survey without any reference to Service King, send me another link and I will re-write it without those comments. I have retained a copy for that purpose. Personally, I like it better with them; it helps to show the striking contrast between Service King's less than adequate performance and the outstandingly superior performance of Vandergriff Collision South.
Thanks for a job beyond well done. Should I have need of collision repair in the future, I assure you, I will return and I will highly recommend your facility at every opportunity.
Respectfully,
Michael Weiner
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