This is the second car accident that I've been involved in the last 6 months that was not my fault, so I've had my experiences with Collision companies. I have to say that Sterling Autobody Ctr beat out the compitition by FAR. I've dealt with them through Allstate and from the moment I made a claim with my insurance (because the other insurance company taking too long and not wanting to take ownership) I opted to go ahead and get my repairs done. Within 15 minutes a representative from Sterling Autobody call center in Illinois called me (I lived in Houston) and empathized with my trouble, immediately reassuring me I'm in excellent hands and set up an appointment that was at my convenience, and then scheduled a rental car for me.
But it doesn't end there.
I received a follow up email after the call with a personal message from the representative (Keith) who recapped everything giving me a map, the number of the Bellaire, TX location, and the number to the Enterprise Rental that would be picking me up from their shop.
Within an hour Enterprise called me confirming the call from Sterling Autobody.
The day before I get a reminder call from both Sterling and Enterprise.
On the appointed day I walk in and I see a big welcome sign with my name on there. I felt nice about that personal touch. The sweet young lady, Karen asks me if
she could help me, and once I identified myself, she pulls a file off her desk and welcomes me very warmly and openly and asks how I'm feeling and what happened with the accident, and if I had any other concerns with my vehicle other than the visible damage. And let me say that made me very surprised because other collisions only care about what is visible, and when your 2008 Honda Accord gets T-boned by a 1995 Chevy long bed work truck with a metal bumper, theres a lot you don't see inside and frame wise.
She reassured me she would keep me informed every step of the way, provided me a plastic bag (like the kind the hospital gives you at discharge) and we went to my car as she helped me gather my personal belongings.
This all took about 5 minutes, and when we stepped in, Enterprise was there. Karen had discreetly sent an email to Enterprise upon me identifying me and before I left provided me with an iced bottle water. I felt good. But it gets even better.
So she calls me within 24 hours, told me it was going to take about 8-10 days because it was going to have to go to another vendor due to electrical damage to door,etc and told me estimated cost. Cost was extremely cheap with labor included. I was only having to pay my $500, but it was good to see and hear everything itemized for future reference.
About a week later I called in to ask to go by and pick something up and she tells me, ""I was just about to call you... your cars ready!""
Sterling completed ahead of schedule being sensitive to my rental car fees that would be coming out of pocket after Allstate paid their fee.
I go in, and they have my car out front and washed, detailed my car and buffed out some minor scratches that were there before the accident.
I was truly impressed with this service from beginning to end and never once did I feel out of the loop, disconnected, or misimformed. They treated me with World class service. I was wondering what I would do with the car, but again--one of those discreet phone calls and they helped me get my things out of the rentals and offered me one of those coool beverages.
For a hot and humid Houston that was my icing on the cake.
Everyone should know how it feels to receive this kind of customer service.