OVERCHARGED AND DAMAGED MY CAR -- Extremely Disappointing Experience…read more
This was one of the worst repair-shop experiences I've had.
I had two accidents about a month apart in my Porsche Macan. After the first accident, most of the front damage affected the paint-protection film. The shop suggested using some of the insurance money toward other cosmetic repairs. I specifically pointed out several large scratches and was told they could repair them.
Unfortunately, the second accident was much more serious and involved the vehicle being sideswiped. Again, I was told everything could be repaired. The shop kept my car for about 10 days.
When I picked it up, the car was parked outside. No one walked around the vehicle with me, reviewed the completed repairs, or explained the invoice. I was simply asked to pay and handed my keys. For approximately $5,000, I expected much better workmanship, customer service and the car detailed.
After getting home and inspecting the vehicle closely, I found numerous problems:
* Several scratches we had discussed were never repaired.
* There were scrapes on the hood/paint-protection film.
* There were scratches I did not notice before dropping the car off.
* Black paint was left on the front passenger door handle.
* Some supposedly repaired areas were still missing paint.
* There was significant overspray/splatter along the side of the vehicle that appeared to affect the clear coat.
I contacted the shop by text. The owner, Alex, became argumentative and rude. After I said I intended to leave a negative review, I was encouraged to bring the vehicle back so they could address the problems.
In my opinion these were done mistakes were done on purpose to get more business from me.
When I returned, I went over everything with them. Regarding the scratches that had not been repaired, Nick initially said we had never agreed to fix all of them. I explained that I had specifically pointed them out and had been told they would be repaired. He eventually acknowledged that they must have missed that item and said I had not been charged for it.
The shop also acknowledged several other problems. I was told the splatter was overspray from work they had done, paint on the door handle came from paint that had dripped onto the vehicle, and some missing paint had simply been overlooked.
They agreed to remove the overspray, repair the missing paint, remove the damaged protective film, address the door-handle paint, and touch up additional scratches.
I later reviewed the invoice more carefully and had questions about the labor charges. Instead of simply explaining them professionally, the owner responded, "You obviously need me to show you the charges in person." That response was especially disappointing considering the shop had already acknowledged multiple mistakes.
I also questioned some of the labor times. For example, the hood was billed at approximately 3.6 hours of paint labor, despite appearing to have relatively minor damage, while the fender was billed at approximately 1.6 hours despite having considerably more visible damage. Door-handle removal labor also differed, with one charged at 0.6 hours and another at 0.3 hours. I am posting the invoice and photos so customers can review the charges and damage for themselves.
After they attempted to correct the problems, the overspray was successfully removed, which I appreciate. However, paint was still visible underneath the door handle, and some other areas appeared to have simply been touched up rather than properly repaired. The difference was obvious, and the finished work did not look professional or factory-quality.
Mistakes can happen, but there were simply too many issues here. More importantly, even after giving the shop an opportunity to correct them, I was still dissatisfied with the finished result.
I am including photos showing the condition of the vehicle when I first picked it up, including the overspray, paint residue, missed areas, hood and fender damage, and the invoice.
My advice if you use this shop: Take extensive photos and videos before leaving your vehicle. Get every requested repair in writing. Confirm exactly what is being repaired and what you are being charged for. When picking up your vehicle, inspect it carefully in good lighting before paying or leaving, and ask someone to walk you through both the repairs and the invoice.
The shop also sends follow-up messages asking customers about their experience and directing positive feedback toward Google or Yelp. Based on how my negative feedback was handled, I think customers should consider the full range of experiences when reading reviews.
I cannot recommend this shop based on my experience. Spending approximately $5,000, finding multiple obvious problems, returning to have them corrected, and still being unhappy with the finished work was extremely frustrating.
Going forward, I will take my Porsche to a Porsche-certified repair facility.
