I am writing this review to express my dissatisfaction with the service and repair work conducted on my vehicle, which I entrusted to this shop as per my insurance company's recommendation.
1) Initial Experience and Communication Issues -
Upon my first visit for the assessment, I was asked to arrive at a specific time. However, I experienced an unreasonable wait of over 30 minutes. During this time, I observed a stark contrast in the way staff communicated with me compared to other customers. This difference in treatment was concerning and gave me a sense of being undervalued as an insurance client.
2) Repair Work and Post-Service Concerns
After the repairs were supposedly completed, I encountered several issues,
I) Gap Between Headlight and Bumper: Upon inspection, I noticed a noticeable gap between the headlight and bumper, which is unacceptable.
II) New Scratches on Driver's Side: There were new scratches on the driver's side, which were not present before the repair.
When I pointed these out, the response from your staff, particularly the woman with black hair who escorted me to my car, was far from professional. Rather than addressing my concerns, she hastily drove the car back to the workshop without providing any explanation or guidance on how I should proceed.
Furthermore, the individual who initially took photos of my vehicle attempted a makeshift fix by pressing the bonnet and bumper together, which was neither a professional nor a satisfactory solution.
3) Subsequent Interaction and Customer Service Failure -
The following day, upon returning to collect my vehicle, I was confronted by the same staff member regarding the 1-star review I left on Google. Instead of understanding my grievances, she defensively pointed out existing scratches on my car, which was irrelevant to the current issue. This interaction was another example of poor customer service and a lack of proper training in handling customer feedback and service recovery.
Conclusion and Expectation -
As a customer, my experience has been disheartening and frustrating. The lack of professionalism and subpar repair work are not acceptable. I have already raised this issue with my insurance provider and am prepared to explore further avenues to ensure that this matter is adequately addressed.
Perth's growing community values word-of-mouth recommendations, and experiences like mine can significantly impact a business's reputation.
Google 3.3
