The customer service rep/ front desk receptionist is very inappropriate, has a foul mouth, a lack of self control, anger mgmnt issues.
On Monday, 4/28/14, I took my 2001 Chevy Silverado back to S.A.B. for yet another look at my vehicle resulting from an accident which occurred back in January of this yr. My truck was making a "clunking" from the front end and before the accident we had replaced the suspension and front end parts as well as rebuilt the top end of the engine and had the transmission rebuilt. After they have been pd in full, they have continued to repair my truck as there have been numerous things going wrong due to incomplete or poor quality work. The receptionist called me at 1:50pm to let me know after having my truck since 10:30 that morning that my truck was finished and they were ready to show me what the problem was. My husband and I arrived and she requested we go back to the lift as my truck was still raised in the air to show us what was wrong. She claimed that our torsion bars were loose and her tech moved them and they "clunked". For some reason she was the one to explain what the problem was and not the trained tech. She claimed this was pre-accident and they were not going to do anything to it. They had our truck for over 3 hrs and found nothing else wrong. Upon inspection of the undercarriage, I pointed out the driver side torsion bar was bent. She claimed it was from bottoming out as our truck is slightly lowered and showed me some scrapes in the ctr of my vehicle. I told her the clunking was not there before the accident and that if it was from bottoming out in the ctr, the bar on the side of the impact wouldn't be the only bar bent. She told me I needed to go to the office and sign "final" pw. I told her I was going to call S.F. and get a second opinion and I would not sign any "final" pw. I proceeded to walk out towards the front and noticed the tech had left my keys dangling in my freshly repainted door as they open and close the door. I asked him respectfully and politely, "Can you pls not leave my keys dangling in the door while you open and close it?" She gets loud and says, "Don't talk to my tech that way!" I said, "What, with manners?" She said State Farm told her to send us packing and that I needed to get my **** into that offc and sign tht pw. I said you need to get out of my face and stop yelling. That I was the customer and she was not going to talk to me like that. She responded saying I've been nothing but difficult and that she's been nothing but professional with me. I told her I disagreed with her, that she interrupts me when I'm talking, she talks over me and she thinks they're doing me a curtousy when they broke something and needed to fix it, and that if they had done the work correctly the first time I wouldn't need to keep bringing it back. Since I wouldn't sign the pw, she declared we were not going to get our vehicle from their lot. ***, my husband wasn't going to tolerate that as she was still yelling and our ins (State Farm) had pd them in full for their work done. There was no lawful reason they could retain our vehicle. *** jumped into the cab of the truck and was going to back it out. She screamed at a painter that works there to close the gate and she jumped into the bed of my truck putting her hands all over the roof of my truck screaming at my husband to shut it off and get out. I told her to get out of my truck as she had no reason to be in it and she screamed at her tech to call the police. Her tech then threatened my husband that if he touched him he would sue. So my husband got out of the trk, locked it up and we walked to the front of the facility, outside of the gate and I advised him that the best thing would be to wait for the police as they could not hold our vehicle. She then comes out to us, approaching again, and says we can have this copy of the pw and she would let state farm know we refused to sign. The tech came out and *** told him not to approach him on the street.The receptionist grabbed ***'s shirt, threatened to kill him, and reared her fist back and I flagged police.
We are requesting she get terminated from her employment with Sanger Auto Body. She negatively impacts the image of professionalism for the company as she has threatened to kill *** and as she stated that day, has our resident info (from the customer file), we request her to be forced to take anger management classes as well as customer service training and for the facility to have to pay for us to have our truck evaluated and fixed at another faciltiy. When my husband tried to talk to the owner, he fluffed him off like she wouldn't do or say that. The owner and my husband went to school together. That's another reason he wanted to take it there. But the owner's wife is dying of cancer so we think he just doesn't have the time or energy to deal with training another employee. I've been in customer service for years and know better than that. She has no customer service skills, no control over her language, her mouth and her desire to beat up on a customer. She also has anger management issues. My husband had to tighten our rack and pinion himself. Being able to rotate by hand, turning it three times before it was tight when they claimed it was tight. They couldn't figure out why our back lights weren't working and after 3 days of eval, not being able to figure it out, my husband had to come over and figured it out in ten minutes. She claimed she would do us the curtousy to try to find the problem as it was after market lights. However at this point the lights had been disconnected and the bed removed from vehicle over and over and stored on site, for a period of over a month (total on property for over two months). After they supposedly aligned the driver front and rear doors and replaced the weather stripping, I drove it on the hwy and the driver door was shaking and acted like it was going to fall off. I locked the doors, called and talked to the owner of the shop and then took it in next day as they were almost closed. The tech said they forgot to tighten a bolt in the door. So we want to have their work evaluated by another shop. State Farm said they are not a State Farm approved facility so they can not force them to finish the job.
We have fulfilled the repairs per the request of State Farm. The customer kept on adding additional repairs and State Farm told them no. I am sorry they were unhappy but my staff and I handled this situation fairly and followed State Farms request per their evaluation. My job is finished. What I showed the customer iS damage that was not accident related. I even offered to fix it for free.
There is no signature on this statement, I don't feel this even came from the owner of the company. Nothing was even addressed about the lack of customer service or the way his receptionist handled the situation. State Farm has a log of all our complaints of the items that were insufficiently and unsatisfactorily attempted on our truck. If any of the repairs were not directly resulting from the accident, State Farm wouldn't have approved the repairs or payment to Sanger Auto Body. The only thing State Farm said no to,was covering the costs of taking our truck to a more reputable company that is State Farm approved, after S.A.B wouldn't finish the work. This facility was NOT State Farm approved so they said since we chose that facility and the ins paid them in full for work already done, they said we would be out of pocket on any additional costs incurred. Each time I took my vehicle back, State Farm paid them for work done. I returned for 14 road tests due to wind noise they didn't fix right the first time. Each time they taped body seams to troubleshoot, adjusted the alignment of the doors multiple times, forgot to tighten bolts down to my driver door causing it to flop and rattle as if getting ready to fall off so they retightened, replaced weather stripping and resealed the existing windshield. They had put my truck back together and the tech had told us for a week and a half he was telling ******** to get ahold of us because the tail lights weren't working after they had our vehicle for over a month (dismantled) on their property. *** ****** (co-owner) had to go down to their facility and figure out what was wrong after they couldn't. They were paid each time for svcs rendered, never did the work for free unless it was to adjust or tighten due to improper repair. Since the inappropriate behavior when the owner's employee ******** grabbed *** ****** and threatened his life, and said she knew where we lived, I've had the truck undercarraige examined and evaluated by another shop. It was found that the "clunking" from the front end that I said was there since they claimed repairs were done, and that they refused to find the day that *** was physically and verbally assaulted by ******** (employee of Sanger Auto Body),was actually under liability of Sanger Auto Body and the alignment shop. The upper control arm bolts were so loose that they could be rotated either direction (by hand). This in NO WAY had anything to do with scraping under the truck or the stabilizer bars that were inaccurately diagnosed and not fixed by Sanger Auto Body. In fact, ******** told the tech not to do anything with the truck that day and was perfectly fine with sending us on our way (unsafe or not). If they offered to fix it for free as claimed in the statement typed and scanned by someone, ******** wouldn't have sent us away without properly diagnosing or repairing the noise. If she represented the company appropriately then the trained tech would've been the one to explain and handle showing us the undercarraige as well as finding the problem and fixing my truck until it was fixed accurately and safe to drive. I do not and will not, and since this incident, have not recommended this facility to anyone I know.