They scheduled in my car for repair, after ordering parts for repair due to hail damage. After asking if they had the parts for my repair they said yes and that it should be a 5 week repair. Dropped my car of and rented a car, thinking five weeks is fine, well my car sat for the first 17 workdays as they said they over scheduled repairs and due to holidays and vacation they didn't have anyone to work on my car, three weeks into the repair they discovered they ordered the wrong roof for my car, so another delay. then as they were working on it they didn't schedule glass removal as so it had to sit for 4 days waiting for the glass guy, now we are into Christmas week and new year, they have more techs on vacation so not much work is done on my car, this is the fault of the production manager who schedules repairs, I would have waited to schedule after the first of the year and told them so... As I didn't want this repair to take to long as I would be paying for the rental car out of pocket.. Have asked on a number of occasions for them to cover rental car expense as this would be the right thing to due because of lack of foresight from there production manager. They said no, many different times or didn't respond to my request them they came back and said they would cover 2 weeks, we are now into 10 weeks I have no car and no customer satisfaction, I am very upset with them. I have purchased 3 cars via autonation and was planning on another. My company buys cars from them as well. I will push on my company and all of my friends never to due business with them if they lack this type of customer service. They still don't have a date when my car will be done.
I think they should cover entire expense of the car rental, and cover my $500 deductible.
Autonation's goal, every department and branch is to exceed our customer's expectations. We are willing to extend ourselves to meet that goal with every customer. The circumstances of this repair made that goal a real challenge. We did set an expectation of 6-9 weeks for the repair time table prior to accepting the vehicle. We overcame an under written insurance evaluation. It took a week to correct the evaluation. Once properly evaluated the repair cost was over $13,000.00 and justified 41 working days (not including Pintless Dent Repair work, add a week) which equates to 2 1/2 months.By formula we achieved a reasonable time table, even through the holidays. Nearly every panel on the vehicle demanded repair and or re-fnish. We did pay two weeks of rental expense as a good will gesture. I believe we disclosed accurately and early in the process, kept our customer informed frequently through out the process and went beyond what should be expected by helping with the customer's expenses. Upon delivery the customer was impressed with our work except for the panels we did not paint as they were considered un-related by the insurance company. We agreed to paint the final panels if he would attempt to have his insurance include them in the claim, but we agreed to do the work at no cost to him even if they did not approve to include them. The customer did not pay his portion of the repair when he took delivery, that balance is due still, we are content to settle that balance once our customer has recieved the work he feels entitled to.
We have been in contact with our customer since the filing of this complaint and he is scheduled to return for the additional work in two weeks.