I was misled as to the type of work needed and the time frame by which it was to be completed. I believe it's a classic case of bait and switch.
On August 25th, 2015 I brought my 2013 Hyundai Accent in for an estimate for a dented trunk. Previously that day I had received 2 estimates from 2 other body shops both stating that the trunk lid needed to be replaced. When asked I told both shops that my insurance carrier was Liberty Mutual and both shops indicated that they would require used parts. Both shops indicated that if they were to get the job they would begin the search for the trunk lid on the day I dropped off the vehicle for the sake of quicker job completion time and they both estimated it would take approximately 8 calendar days to complete the work.
I then went to Johnson Collision where the estimator asked me if I had anybody else look at the damage and what their estimate of the damage was. When I shared both indicated the trunk lid needed to be replaced I was told replacing the trunk lid 'would not be necessary because of the clear access from inside the trunk to the dent.' He then demonstrated in elaborate detail of how he could correct the issue due to his years of experience with the exact same damage. I told him that I used the car as a part time Uber driver and if he could assure me that he could repair the car in a quicker turnaround time that I would give Johnson the job as to mitigate my loss of income. He asked me when I could bring the car in and I said the morning of 9/2. He said that I could expect to have the car back on 9/8, 4 business days later.
On 9/4 I received a call from Renee the Service Manager stating that they were behind and the car would not be finished until 9/11. She made no mention of replacing the trunk lid. On 9/10 I called to confirm that the car would be ready on 9/11. Renee told me the car was 'in the bay' and would be ready later in the day on 9/11. On 9/11, Renee called and said the vehicle wasn't ready because they had to order a trunk lid and it just arrived due to Liberty Mutual policies of using used parts. I asked about why I was told it was 'in the bay' yesterday when it fact the work hadn't even begun. Renee again said it was all about Liberty Mutual and I could have a rental. I can't use a rental for Uber. I was told to expect the car on 9/15 and 'these things happen.'
On the morning of 9/15 I was called once again and told I could pick up the car but over the last 2 weeks they failed to notice a cracked rear tail light and I would have to bring it back in to finish the job. They expected the part on 9/17. No call on 9/17. They called on 9/21 to say I could bring it in. On 9/15 I left a message to speak with 'Steve' the owner. He called back on 9/16. When I shared my experience he said, 'he had no problem with how his staff handled this.
We fix thousands of cars and if I wanted to judge them on this one situation, that wasn't fair.' I explained that I can only judge them on my experience and not those of other customers. When I asked about being told up front I wouldn't need a trunk lid he said, 'Other garages don't like to fix things when it's easier to replace.' When I countered that wasn't the issue. The issue was not only was the diagnosis incorrect from the start I wasn't informed of it until over a week later when I specifically told his estimator that the reason I was choosing Johnson was because he assured me I wouldn't need to replace the trunk lid.
I informed him of the impending BBB complaint to which he said in a condescending manner, 'Go ahead if it makes you feel better. You have nothing to complain about here' He then asked what I wanted to settle this. I said a refund of my $250 deductible would be fair. He said he would get back to me the next day, 9/16. As of 10/10 he has yet to call me back while also choosing to entirely ignore a BBB complaint. Par for the course of this outrageously arrogant excuse of a business.
Johnson Body Shop Reviews
I was misled as to the type of work needed and the time frame by which it was to be completed. I believe it's a classic case of bait and switch.
On August 25th, 2015 I brought my 2013 Hyundai Accent in for an estimate for a dented trunk. Previously that day I had received 2 estimates from 2 other body shops both stating that the trunk lid needed to be replaced. When asked I told both shops that my insurance carrier was Liberty Mutual and both shops indicated that they would require used parts. Both shops indicated that if they were to get the job they would begin the search for the trunk lid on the day I dropped off the vehicle for the sake of quicker job completion time and they both estimated it would take approximately 8 calendar days to complete the work.
I then went to Johnson Collision where the estimator asked me if I had anybody else look at the damage and what their estimate of the damage was. When I shared both indicated the trunk lid needed to be replaced I was told replacing the trunk lid 'would not be necessary because of the clear access from inside the trunk to the dent.' He then demonstrated in elaborate detail of how he could correct the issue due to his years of experience with the exact same damage. I told him that I used the car as a part time Uber driver and if he could assure me that he could repair the car in a quicker turnaround time that I would give Johnson the job as to mitigate my loss of income. He asked me when I could bring the car in and I said the morning of 9/2. He said that I could expect to have the car back on 9/8, 4 business days later.
On 9/4 I received a call from Renee the Service Manager stating that they were behind and the car would not be finished until 9/11. She made no mention of replacing the trunk lid. On 9/10 I called to confirm that the car would be ready on 9/11. Renee told me the car was 'in the bay' and would be ready later in the day on 9/11. On 9/11, Renee called and said the vehicle wasn't ready because they had to order a trunk lid and it just arrived due to Liberty Mutual policies of using used parts. I asked about why I was told it was 'in the bay' yesterday when it fact the work hadn't even begun. Renee again said it was all about Liberty Mutual and I could have a rental. I can't use a rental for Uber. I was told to expect the car on 9/15 and 'these things happen.'
On the morning of 9/15 I was called once again and told I could pick up the car but over the last 2 weeks they failed to notice a cracked rear tail light and I would have to bring it back in to finish the job. They expected the part on 9/17. No call on 9/17. They called on 9/21 to say I could bring it in. On 9/15 I left a message to speak with 'Steve' the owner. He called back on 9/16. When I shared my experience he said, 'he had no problem with how his staff handled this.
We fix thousands of cars and if I wanted to judge them on this one situation, that wasn't fair.' I explained that I can only judge them on my experience and not those of other customers. When I asked about being told up front I wouldn't need a trunk lid he said, 'Other garages don't like to fix things when it's easier to replace.' When I countered that wasn't the issue. The issue was not only was the diagnosis incorrect from the start I wasn't informed of it until over a week later when I specifically told his estimator that the reason I was choosing Johnson was because he assured me I wouldn't need to replace the trunk lid.
I informed him of the impending BBB complaint to which he said in a condescending manner, 'Go ahead if it makes you feel better. You have nothing to complain about here' He then asked what I wanted to settle this. I said a refund of my $250 deductible would be fair. He said he would get back to me the next day, 9/16. As of 10/10 he has yet to call me back while also choosing to entirely ignore a BBB complaint. Par for the course of this outrageously arrogant excuse of a business.