Price's Collision took much longer than promised to complete repair, promised to reimburse for rental car, has not done so, & refuses to communicate.
On January 20th 2016, I dropped my vehicle off at Price's Collision Center in Mt. Juliet, after speaking with ****, one of the employees there, on the phone, and being assured that they would be able to begin work on my vehicle that day, or within 24 hrs at the latest. I sat in her office that day, the 20th, and she promised to keep me updated during the entire repair process, adding that she could email me pictures of the repairs being done, etc. She assured me that the work would take no longer than the middle of the following week to complete.
After not hearing anything from Price's for several days, I called on the 28th, and was told that repair had yet to begin on my vehicle. I was put on the phone with the, or one of the managers there, ****, who promised to begin work immediately, as well as promised to reimburse me on my rental vehicle expense up to that date. **** also promised to keep me updated throughout the repair process from that date forward.
I was finally contacted by Price's via email, on Feb 4th, on an email sent to my insurance company, on which I was copied, stating that the vehicle was ready for pick-up, pending receipt of payment. I was traveling for work for several days, so unable to pickup immediately.
On Feb 12th, in the am, I called Price's to double-check that my vehicle would be ready for pickup, but was informed by the shop admin & ****, that I would not be able to do so until 3:30pm, because it was getting detailed. So, even after being in their shop since 01/20, I now couldn't pick my vehicle up until 3:30pm.
I arrived at Price's around 2:30pm that afternoon, and the vehicle was not ready, as they stated. I spoke with **** in person, as well as 2 admins, and they told me that they wanted to make sure the vehicle was looking the best it could, before they returned it to me, and that ****, the manager, would also be available around 3:30, to talk to me about the issues I had experienced.
When **** arrived, we went to his office, and he signed a piece of paper, stating that they would reimburse me for the rental car. We also discussed at length, the issues, and he stated numerous times over that he was sorry for my experience, didn't want to lose me as a customer. We then walked back to the front office, I paid for the repair, and we went outside to inspect my vehicle.
Upon inspection, the vehicle was not detailed. There were also visible bar code stickers on several of the replacement parts that neither he nor I were able to easily remove without removing other parts. He apologized several times for that, as well as the vehicle not being detailed.
After leaving the shop, I noticed that one of my turn signals was not working. It was a couple of days before I could make it back to the shop, but once I did, **** & I discovered that my front left turn signal bulb was not even plugged in from when it was replaced by their shop.
Since then, I have also discovered that my headlights are not properly aligned, and my air conditioner does not work. Neither of these were issues prior to the wreck I was in & having dropped it off at their shop for repair.
I have contacted Price's numerous times about the issues just mentioned above, as well as having not received payment for the rental car reimbursement. I have called both the Mt. Juliet office, as well as the corporate office in ********** I was promised on 03/11, that I would receive a callback by someone in corporate mgmt named **** or *** (they gave me contact info for both), but I never received such.
I have documentation of all my communication with Price's, as well as the documents **** provided me stating they would reimburse the rental car expense.
I would like the $329.79 rental car reimbursement, as they promised, as well as the total cost of the repair, $2,197.37, refunded.
My vehicle was kept for 11 business days to complete less than $3K worth of repairs, 8 of which the vehicle sat there without any work being done on it at all, the shop representatives lied or mislead me numerous times, and have since refused to communicate altogether.
Customer has been reimbursed for rental. Prices will not assist in any further manner
Copied emails to customer.
XXX-XXX-XXXX is the number we have on file. I'm sorry to hear that you had to take your vehicle elsewhere for our short comings. However, I understand where your frustration started and the hill I tried to climb to make up for that. That was the beginning of the downward spiral for us, and for that I couldn't be more apologetic. I will place your reimbursement check in the mail right now, so you should be seeing it soon.
Hope all is well,
I left you a voice mail yesterday in regards to your a/c and headlight corrective repairs. As I mentioned on your voicemail we are more than willing to make those corrective repairs here at our Mt Juliet location. Total time for the repairs should not exceed one hour. I also have a physical check in my possession to personally hand to you as reimbursement for your rental vehicle in the amount of $329.79. Please feel free to get back to me to schedule a time for the repairs to be completed. Should you need any further information do not hesitate to ask.