Hendrick Luxury Collision Center Charlotte

a) Communications between your representative and the insurance company claims adjuster could be better to make sure the correct documents/authorizations were being exchanged. b) Release of my car was delayed over confusion regarding a 74 final payment from the insurance company as Karen followed "procedures". Knowing that the repairs had been slow, due to lack of parts in house and insurance company reassignment of adjusters, it would have been good for your staff to have taken the initiative to request waiver by her supervisors or offer the customer a chance to pay the 74 and be reimbursed rather than delaying release of the car another day or possibly two since this was a weekend. Time in shop Nov 21 am to Dec 17 for a fairly minor and straightforward repair/replacement of rear bumper was not good. c) Despite floor mat covers and wheel covers you used, upon opening driver door, dirty foot prints were clearly on the inside lower door where your staff had pushed the door open with their feet and not bothered to clean the marks. That wasn't a very "luxury" touch. I cleaned it at home. d) It was difficult to reach your staff at times. A voice message to the manager on a day Karen was out received NO response or call back from the manager. Last Friday at times, even the main switchboard could not be reached by me or the insurance adjuster. These things said, Karen and the staff were friendly and seemed empathetic to the issues we were trying to resolve. I wouldn't rule out using your shop again. However, it would be difficult to make you my first choice.

The updates were most helpful. I really appreciated being kept on the progress

Everyone was very professional and the car looks as good as new.

The staff was great. They help me through a not such a nice day. Although my car ending being a total loss, I can honestly say it was a bit less nasty because of your caring employees. Thank you for your help. V. Fox

Nick was great to work with . He communicated well and kept me updated on my repair .

Very professional!!

The actual repairs look good. The problem is the detailing, they used armor-all all over the interior of my vehicle. Not only was it applied without my consent, but in excess. To the point that the smell gave me a headache! In addition, there are grease marks from someone's hand on my white headliner near the rear passenger door (part of the area needed to be repaired). I am very upset, this is the first negative experience I've had with Hendrick

Mark had been extremely helpful and kind. His customer service is exceptional.

Be glad to speak with anyone in management. Chuck A

The work and communication regarding get the progress on the repairs was excellent and timely.

I showed up right at closing time and realized I had not filled up my rental car gas tank. Mark stayed later which allowed me to go fill up the tank and avoid the extra charges. Also good communication despite delays in getting my car back due to the insurance company.

Thank You for an awesome repair on my car! The entire process was very smooth and professional. I especially appreciated the automated emails that kept me updated throughout the procedure. Mark Rogers went overboard with great customer service that exemplified true concern for my reservations and requests. Hendrick Luxury Collision Center is the bomb!

Took three weeks to get appt. Estimate was done but found additional parts were required then kept the car for 11 days. I feel I was taken advantaqe of and that my car was not a priorty. I was told by my ins adjuster that this was a one day job but to expect two days. Something was not right about the whole experience. I know the ins adjuster was not doing the work but he has a fairly good knownledge about repairs. I was given no indication from the repair shop that it would take that long for the repairs hence I did not get a rental which proved to be a hardship on me getting to work. I had to finally call about the car because it was taking so long. I just WAS NOT HAPPY ABOUT THE WHOLE EXPERIENCE. I have had other work done at you place and found it was a good experience but not this time

Everyone I dealth with was totally professional, courteous, friendly and helpful. Karen, who was in charge of my service, was especially attentive regarding dealing with the insurance company and keeping me advised of all that I needed to know or attend to. The repair is impeccable, as expected, and I thank one and all.

Communication was extremely poor. Had to call multiple times in a row before the phone was answered.

Crystal kept me up to date on the status of my car and provided outstanding customer service. I also appreciate the attention to detail that the gentleman gave my car during the rebuild.

I appreciated the care and concern that Mark, my service advisor, gave me. I was so stressed and frustrated from the accident that caused me to need car repair but Mark and the Enterprise Car Rental team, Meagan and Reid, made things better. Thank You Mark. Excellence & Solutions With No Excuses!!!!

It was one my worst experience period. Crystal never returned my phone calls. The day my car was returned, i noticed that one of the parts (appliqu) was not replaced as agreed. I showed the scratches to Randall and the estimate clearly stated it needed to be replaced. Randal asked me to call Crystal and have it replaced. I have called Crystal and have not received any message about it. Now I wonder if any of the parts were actually replaced or they were just painted. I hope some reads this and does something about it. I have been a loyal Hendrick customer. Bought all my cars from Hendrick but this bad experience makes me rethink my future purchases. The reason I picked Hendrick to get my car repaired because of Hendrick name. I was getting the Option to repair the car at a much cheaper option at other repair shops.

Thank you for a job well done. Communication was perfect and car looks great! Thanks!

Special thanks to Karen and Rick Graham