After a rear-end collision, I left my car in MVAC's care for nearly six weeks. I was kept up-to-date with pictures, but my "date of completion" wasn't always very clear. When I first called, I was told that my car would be ready within a week's time after originally dropping the car off, and I made sure they understood I couldn't pick it up until Friday (living an hour away, I needed to make sure I could pick up the car immediately after it was completed to avoid paying additional charges on the rental car I was issued). When I called Thursday to confirm, I was told it wouldn't be ready for another month (Monday 10/15). Fast forward a month, and I confirm the Friday prior to the final date, trying to see if there wasn't anyway the repairs could be performed a day early so I could pick up the car that weekend. The person I spoke with believed this could be done, and promised to call me back by Saturday to confirm. No call came. So I called them on Saturday to follow up, and I was informed that additional damage was found that was unrelated to the accident and had to be addressed immediately. I asked for an estimate, and was told I would receive a phone call by Monday. No such call came, and I finally called on Tuesday. Received the estimate, gave the go-ahead to perform the repairs, and was told the car would be done on Friday. Called Friday morning to make sure the car would be done, and prepared to leave work early so I could drive down in time to pick up the car before they closed. Was told that I would get a call later today when the car was done. Naturally, no call came, and I called right before the time I needed to actually leave, only to find out that the car would be done by 2pm the next day (which it was).
Ultimately, the services performed were wonderful, and I will take my car back to them in the future. But I was displeased to find that during this whole journey, all changes in the schedule were not communicated at all, but rather discovered only when I called them, not the other way around. And getting people to call me back was equally difficult. A man named Todd was one of the few people that called me back AND was happy to explain what was going on in layman's terms I could understand. I'll have to see if I can't request to work with him the next time I come in.
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