I brought my Escalade EXT in to Circle Auto Body in December for an estimate for a front bumper cover repair of corner damage. Scott, a service rep, pointed out that the cover along the front showed signs of stress cracks. Since my insurance coverage was sufficient to take off the cover to evaluate the extent of corner damage, he suggested that I approve that instead of just doing a surface repair on the corner, to determine whether the cover could be repaired or would need to be replaced. I agreed to that.
On Monday December 12 I brought in the vehicle and then went to obtain a rental car. I was busy with work on Tuesday so on Wednesday morning I went back to Circle Auto Body to find out why the process was delayed. Scott said the vehicle work was completed. "How is this possible?" I said and reminded him of our agreement. He apologized and said that he would call be after an assessment of the cover. Later that day he called to tell me that the cover was not repairable. I insisted that a new cover be installed.
What this means, of course, is that Circle Auto Body was perfectly fine with doing insurance work on a part that needed repair.
I was told that the vehicle would be ready for pickup late Friday, the 16th and that the cost would be $800 plus the insurance deductible. I got the vehicle at about 4:30 and the bumper cover seemed to look fine. Scott told me that if there were any problems, I could just bring it back.
The next morning was Saturday, the 17th. In full daylight I discovered two dents in the nose of the hood that were fresh. Each was about an inch in diameter and they were separated by exactly 24 inches. Since Circle Auto Body is closed on weekends I had to wait until Monday morning the 19th when I presented the problem to Scott. I followed him back to his desk where he could bring up the photos that Circle Auto Body takes before each job. He pointed out that there was no evidence of this damage before the work was done. I guessed that something like a ladder must have fallen against the vehicle and that he would be able to identify it by the measurements I had shown him outside.
Scott asked someone there to take a look at the problem. I didn't get his name but was under the impression that he was a manager. He came out to the vehicle and then Scott returned to the office. I pointed out the damage. This individual then decided to lecture me about what they do: "You have to know that we are in the business of fixing damaged vehicles brought to us and not in the business of damaging vehicles to give to our vehicles. If our service men have an accident they inform us and do the repairs often without the owner ever knowing this has happened." So, in the face of the evidence he was telling me that it couldn't have happened. Then he asked me to leave the vehicle with him. I would need transportation and he said that he would ask around and give me a call. I left and visited a nearby friend who offered me the loan of a car for the day. I drove my Escalade back to Circle Auto Body. The manager took the key and said that he would arrange a specialist to look at the damage and that I should return at the end of the day.
I returned again at about 4:30 and inside the manager said that his specialist had done the repairs and fixed a few others on his own, as well. Scott brought the vehicle to the front for my inspection. The two dents were completely repaired. Scott said that they were popped out. Where they were was completely restored to original condition.
In summary: Circle Auto Body did not honor the agreement I had when I had first brought in the vehicle for an estimate; it proceeded to do an insurance repair on a part that had to be replaced - a repair that would have been unnecessary if the cover had been replaced first as would have occurred if the agreement had been honored, the shop did damage to the hood; the manager talked to me in a condescending matter that might be expected to be delivered to a child, perhaps to a woman, and now to a male senior who has had considerable experience with cars over the years; then doing the repairs that amounted to an admission of culpability. That this shop would proceed with an insurance repair on a non-repairable part is frankly unethical. I give this shop one star for the proper painting of the bumper cover and nothing else for the unethical and abusive behavior. read more
