When you walk in to Wade's, the people are very welcoming and friendly. They have a nice set-up in…read morethe office and you don't feel bombarded or overwhelmed.
A few days after dropping my car off, I called to find out if they knew what the estimate was on my car and about how long they expected it to take. I understood the employee to be saying that the car's estimated finishing time should be about two weeks from the day that I had dropped the car off.
A few days later, I found out that my car had to be taken to the car dealership because there was some wiring that the dealership insisted on replacing instead of just repairing. This delayed my "promise time" by Wade's by what was hoped to only be a few days. This was unfortunate, but I knew it wasn't all Wade's fault since the dealership had it.
By the 24th of the month (that makes three weeks total), I called Wade's at 9:30am and asked about the status of my car. The man that I had been speaking to in regards to my car laughed and said, "You wouldn't believe it, but we do have your car back." He went on to say that they would just need to do a few minor things, give it a good wash, and it would be good to go. He said he would call when it's ready.
Later that day, after doing a ton of errands, I realized it had been 6 hours and I still hadn't heard back from Wade's. I knew that they closed at 5:30, so I went ahead and drove over to Wade's. When I got there, the lady in the front went to get the man I had been talking to on the phone (Aiden) and he came out with this weird smile. He asked, "When was our last conversation?" I told him "Around 9:30 this morning." Then he sarcastically said, "I believe in our last conversation I said that I would call you when the car is ready for pick-up." I was stunned that an employee would be so rude to a customer, especially when I said NOTHING that would have caused him to feel like he needed to be so abrupt and on the defense. I told him that I figured it was ready and I had forgotten about him saying he would call me. He said they still needed to take it down and wash it. I asked "About how long will that take?" He halfheartedly shrugged and mumbled "Maybe about 45 minutes?"
So we left at 3:30 and came back at 4:30. The car was still not ready! What I don't understand is that when I called in the morning, Wade's already had my car back. How long does it take to wash a car? What were they doing all day?!
So after waiting an additional 15 minutes, an employee comes in with my keys and tells Aiden that the left headlight was out. Why were they just now noticing this?? They gave the guy twenty bucks and Aiden turns to us and says that he was going to go down the street to get a new bulb to replace our burned-out light, as if they were doing us a favor...?
Around 5:15, they finally had the car ready. We went out and scanned the outside of the car to see that it looked great, I signed the papers, then I walked out to get in the car. When I opened the door, the first thing we both noticed were nasty, greasy footprints and scuff marks ALL OVER both of our floor mats! I was so fed up with this company that I told my fiance' that I'd just buy new ones. Then as I was about to put my car in reverse, I glanced to the back seat and see another nasty splotch of grease on the floor of the back seat! I was not okay with this.
I went back into this facility to tell the lady, she hollered for Aiden, then he came out and quickly went back in to page one of the guys in the back. He came to the front and Aiden told him to take the car and clean it up. I couldn't BELIEVE that they were about to let me leave with the car in this type of condition. Don't you think, as the manager, you would want to overview your work before giving it back to the customer? What was even worse was there was no sincere apology. He laughed about it and tried to make a joke by saying how the mechanics "do that so that you can see they were working hard." I'm sorry, but after reviewing a $6,500+ estimate on damages, I was hardly in the mood to laugh at such unprofessional work.
At this point, it's 5:30, and their shop is about to close. They pull my car up, and I'm ready to hightail it out of there. We got the keys, and as I'm pulling out, I look down and see the gas light come on. They left my car with no gas! That just added insult to injury.
The overall impression I got from Wade's was that they're going to get insurance references whether you like them or not, so they don't have to prove anything in getting your car back to you. They'll get their money and they'll take as long as they want working on your car. What if I hadn't gone in that day? He supposedly promised it would be done by that day, but if I hadn't come in, would it have been done? Who knows. One thing I do know: from now on, I'm going elsewhere. I only gave it two stars instead of one because the body work is nice. That's it.
