Everything started out smooth. They made copies of my insurance claim, ordered the parts and got my…read morecar in on Tuesday, 5/28. On Friday, I received a text from them saying my car should be ready the following Friday, 6/7. Three minutes later, another text said it will be ready Tuesday 6/4. The following day another text said completion date is now 6/6. The next three days, the same text giving 6/6 as completion day. Although the texts were somewhat inconsistent, I didn't mind because I know there are unforeseen circumstances, and overall, I was pleased that they were keeping me updated.
On 6/6, they informed me the car wouldn't be ready until the next day. The next day, Crystal called and said my car was ready to be picked up, however, she said she had one question: Did my insurance send me a check for the repairs? I told her no, I thought they sent it to you guys. She said no, we haven't received it yet. Why they would wait until my car is done to ask me this is beyond my comprehension. She should already know that my insurance company is contracted with them to send the money directly to Carriage Masters, and never directly to the customer. Crystal said she would contact my insurance to get it straightened out.
The next day I called Crystal, and she said they were never able to contact the insurance company, that every time they would get "disconnected" and that they would have to hold my car over the weekend and try again on Monday.
On Monday, my wife called and spoke to Mackenzie at the front desk to ask her why they would say the car was ready when they knew all along that the payment had not yet been received. Mackenzie threw Crystal under the bus and told my wife to call back at 9:00 am, when Crystal would be there, and told my wife "maybe you would have better luck if you called the insurance company yourself." We called the insurance company and got a hold of them right away and within minutes, they cleared everything up with Carriage Masters.
We went right away to pick up the car. Mackenzie called Charley from the back to go over the repairs with us. When Mackenzie handed our paperwork to Charley, she got real close to him and started whispering something to him. When she saw that my wife was watching and trying to hear what she was telling Charley, Mackenzie took Charley out of the office, and around the corner, out of sight of my wife. Very suspicious and definitely rude.
Charley went over the repairs and everything seemed fine. But, then I noticed that the spoiler had two deep scratches that weren't there when I brought it in. If I hadn't noticed it, they would have never had said anything. Was this what Mackenzie was whispering to Charley? Very suspicious, indeed. Just as I mentioned the scratches to Charley, Louie came and said he would fix it right away and pay for a rental car for us. He said the car should be ready by Wednesday, 6/12.
Wednesday came and went without a call, as did Thursday. Finally, they called on Friday to say it was ready. The scratches were fixed on the spoiler, but, now I see what appears to be a fingerprint on the hatch that won't come off.
Do to their rudeness and inefficiency, I would not recommend this place...