Hendrick Luxury Collision Center Charlotte

****) the receptionists are clearly overworked because very rarely will anyone answer the phone. Hire more staff. 2) I was told that pulling the floor pan was against BMW procedure, but insurance requested that it be attempted, I'm fine with that. But if it's against procedure, shouldn't someone have fought Geico on this? 3) I was told it would be ready the morning of Monday March 6, I didn't get a call until late that afternoon that it was ready. 4) Pickup and delivery are offered on the website, but when I inquired as to whether anyone could deliver my car -- 20 minutes away in Rock Hill -- I was given a flat "no, we don't have the staff." Again, hire more staff. 5) When I picked it up I noticed the new tailpipe extension was chrome, and that the other one just needed cleaning. Could someone really not have done this for me? I mean you did have it four weeks. 6) Upon arrival to pick it up, I was told I didn't owe anything. Due to a "miscommunication" the next day I was told to pay my 500 deductible. I'm fine with this, but seriously where is the breakdown in communication? 7) The check engine light came on shortly after driving away. Tonight I plugged it in to ISTA and 24 -- TWENTY FOUR -- fault codes were stored that were not there previously (I know this because I routinely scan for fault codes). I have no idea what "scan" was done prior to me taking delivery, but common sense should have dictated that someone clear the fault memory before handing over the car. They were all related to the exhaust system, which was replaced, and Valvetronic, which could easily have been triggered by running the car without a muffler or with missing components. 8) The sunroof had to be reinitialized by me, which is a simple enough job, but when a shop is being paid nearly 8000, I expect not to have to clear fault codes and reinitialize sunroofs and seats. I like Hendrick, I've always trusted them, both Hendrick BMW and the Hendrick Honda bodyshop on South Blvd., but my experience with Hendrick LCC has left a bad taste in my mouth and I can't say that I'd recommend them to anyone. Which is a shame, because I was able to convince my parents to start using Hendrick Mercedes-Benz instead of MB South Charlotte for service.

My car looks beautiful

Great

Bruce Nalewajk was assigned to my job. I found Bruce to be exceptional in his responsiveness and communication. He went above and beyond, and I commend you on his representation of your firm. Thank you, Mark M

staff was prompt, courteous, and efficient

Andrew Kilby is FANTASTIC to work with!

Really happy with the work. Andrew was terrific and very patient with my insurance company and with me. Only thing I would improve upon is daily correspondence: sending out a daily email saying "we're waiting for part X on 02/27/16" or "we submitted a supplemental claim on 02/15/16 and are waiting to hear back from the insurance company" would go a long way towards easing communications. I think I got 5 emails total from hendrick's automated system, 2 of those were after i picked up the car. Knowing exactly where my car was with repairs would help me tremendously.

Bruce is the best. Could not have worked with a nicer and more professional guy.

Karen was amazing. She kept us updated almost daily with the status and my was truly appreciative of Karen's personal care and concern for my wife's car. Thank you

Excellent service...Andrew was very courteous and on point with his commitment to excellent customer service.

Awesome work Awesome staff Appreciate you keeping me informed

Great job thanks to everyone who repaired my Lexus and I will recommend anyone to Hendricks luxury collisions center.

The only one thing I had wanted to get don't that wasn't was having the cover to my driver's side headlights replaced.

Bruce Nalawajk was great to work with on the repairs to my vehicle. He worked with the insurer to get me the best outcome. Bruce kept me informed of the progress and activities relative to my vehicle. I would highly recommend Hendrick Luxury Collision Center to my friends. Thanks again Bruce.

The work and customer service lady Karen were extremely good. But I have water in my headlamp and my windows were cleaned with something that made them foggy looking. I cleaned the window but not sir what I do with the headlight?

Mark Rogers was wonderful to work with. He was courteous, kind and extremely helpful. He has to deal with a complex insurance issue and handled it patiently and professionally. He was fantastic at communicating everything that was going during the whole process. He was a pleasure to work with!

Consistently high standards

Experience was good overall although it was a long time getting my car back due to insurance issues.

Between the emails and Mark's regular calls, I can honestly say they kept me up-to-date better than I expected. The insurance company would call but by then I had already talked to Mark. And Mark always promptly returned my calls.

Bruce was great to work with. We had a snafu with usaa but he was patient with the response. Thanks tons.