I contacted this body shop about a car I'd scratched to find out the estimated cost from the damage so I could either pay for it or contact my insurance company. The scratch happened in a parking lot and I didn't know who the owner of the car was, so I'd left a note, and when my phone call was returned I had a difficult time understanding everything that was being said by a very nice man with an accent that I'm just not used to. I tried my best to give Le Ann the information I had but she was very snotty to me and acted very inconvenienced that she would actually have to look up the estimate herself (a feat which took her all of about 30 seconds). I told her my email address twice and asked her to send me a copy of the estimate. She said she would.
Five hours later, I had not received a copy of the estimate, so I called back and asked about it. Le Ann told me that she'd sent it the first time and that it must have gone through since she hadn't gotten it back. Again, I tried to confirm my email address with her and again she was rude and acted like I was bothering her.
Still didn't have it the next day, so I emailed the company and said that I wasn't sure what had happened, whether I had been unclear or whether my email address had been typed in wrong (I was trying to be nice - I knew I'd told her the correct address multiple times), but that I hadn't received the estimate and could they just reply to the address I was writing from to try one more time?
Amazingly enough, when she replied two days later, it worked. She had been typing in my email address incorrectly. However, she sent me the wrong estimate. She sent me the correct one about an hour and a half later but never apologized for any of the mistakes she'd made. I don't expect perfection because I know I'm not perfect myself. But I do expect a company to be polite and apologize when they screw up. Unfortunately, when you work at the front desk (or so I assume Le Ann does) and are the first point of contact for a potential customer, you *are* the face and voice of the company. I was so turned off by her unprofessional attitude that I will never use this shop and I will tell anyone I know who needs body work done to go somewhere else.
RESPONSE FROM Accurate Auto Body:
Chris,
I am sorry that you are so frustrated with our company. LeAnn attempted to send you out the email as you requested. When you called back saying that you hadn't received it, she verified your email address with you. It was the same one you originally gave to her. She sent out the estimate to you again. This was Friday afternoon. It wasn't until I received your email on Monday morning (we are closed for the weekend, which is why it took two days to respond) that I realized that the number "2" was missing from the email address she had verified with you. I immediately forwarded the original email that she sent you, with an explanation, so that you could see for yourself what had happened. I also sent it to the second email that you provided to make sure that you received it at both addresses.
Coincidentally, we had two Honda Odyssey estimates that day, both with "Foreign" last names. As much as LeAnn tried to gather the correct information from you, she chose the wrong estimate. Once she realized that, she emailed you the correct estimate. She also sent you an apology email for any inconvenience that she may have caused.
If you decide to change your mind about using our shop for your repair, I will gladly give you 10 off any non-insurance portion of the estimate.
Linda
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