I am in complete agreement with Diana B.!!
For months I have been singing the praises of Professional Collision -- until today. And NEVER again.
An adjuster I know recommended them back in January after a serious collision to my 11 DAY old Altima. The damage was extensive and while it took them the entire month of February to finish the repairs, they offered an extra level of service by keeping me apprised of the progress with a weekly phone call, which I noted as a really nice customer service touch. When my car was finally ready to be picked-up, the agent walked me to the car for a visual inspection of the repairs and reminded me that all repairs are guaranteed for as long as I own the vehicle. I thought that was an exceptional policy that provided me with some security, since even though it was a 2016 Certified Reconditioned model, I hadn't even driven it for full 2 weeks yet! All seemed in order at the time.
After driving it only back and forth to physical therapy and eventually, the 11 miles to work for a few months, I noticed the car beginning to rattle and vibrate like an old muffler when I was going up even a small hill. It began to shimmy a little when it reached 60 mph. And now the brakes were sending out an ear-piercing squeal until the car was warmed up. Nothing serious -- but clearly things that were not happening before the repairs and they were getting worse.
Finally, last week I called and made an appointment to come in during my vacation to have them assess/repair the problem. After the accident there was something hanging below the car that I thought could have come loose again and was contributing to the problem. I was hoping it was something simple like that.
During my phone call, the receptionist (Crystal?) was pleasant and courteous, but at no time while setting my appointment for 11 AM today, did she mention that the company had changed hands (all signs still said Professional Collision) and therefore they may not be able to honor any previous policies.
What transpired in the first 10 minutes after I walked in the door was a lesson in poor customer service:
- When I explained why I was there, the service rep simply stated that he was there by himself and the computers were down.
- I said that was told that the inspection and possible repairs were covered under their repair policy. I received a terse - "Well, that was Professional Collision. We're Gerber." What? I turned around to read the sign by the road and on the front door that both said Professional Collision. I thought that's where I was!
- When I stated that I had an appointment - he looked shocked and asked me when I made an appointment?? "Last week."
- Evidently he then texted the manager but didn't mention that's what he was doing, so he appeared to be ignoring me. And then took a customer call while I was standing right in from of him waiting for a response.
- In the meantime, I wrote down my information gave it to him before He even asked for it.
And I left to make real use of my vacation time by taking the trip I postponed to have my car repaired.
No contingency plan for when computers go down to contact the people who have set appointments for that day?? I took vacation time just to bring my car in and no one thought - maybe we should try to find contact information for today's customers?? Let alone send out a letter or email letting former customers know that the company has changed hands??? Or "While I have you on the phone you may want to know..." Communication is the master key to customer service!
Clearly Professional Collision is gone.
As a long-time customer service rep and retail manager, I find this level of service ridiculous. If Gerber chooses to not honor the previous work done on my car, I guarantee that I will not use or endorse them and am letting everyone on my social media network know to avoid them. What a shame! read more