Caliber - Matthews

My Experience - 5.0/5.0 -

Good job and thanks for the text concerning the progress.

Likely to Recommend - 0.5/5.0 -

Just too many things went wrong with our experience for me to recommend them at this point. I had the exact opposite experience with their location on South Blvd when they repaired my Acura earlier this year, so maybe I would recommend a different location of Caliber.

Repair Quality - 2.0/5.0 -

I want to attempt to stay balanced, the above question references Repair Quality. The body work done on our vehicle looks good. We have only had it back a few days, so it is too early to tell if there are any issues that will manifest. One area I am extremely disappointed in is the overall accountability. For instance, we got the car home and 5 minutes later it would not start. We called AAA, who tested our battery and said the battery was fine, but something was draining the battery and needed to be addressed. Cause and effect logic would dictate that the repair shop possibly put something back together incorrect, as work was done on the light assembly, as well as other areas that can draw power if not properly installed. We picked the car up on a Friday and called Saturday. The operator was professional but stated we needed to wait until the shop we worked with reopened on Monday even though they had other locations with Saturday hours. When I spoke to our consultant, Jason, at the stores opening he assured me he would research it and call me back. He did so at about 6:00 pm and said there was very little they could do. I would have expected for him to encourage me to bring it in when I first called so they could inspect their work and see if their was an issue. Instead, that evening he questioned my battery age (had it replaced last year) and essentially suggested I have it looked at by a dealership. Not an ideal experience from a customer experience front on so many levels.

Customer Service - 1.0/5.0 -

Everyone was polite, in particular the associate that works at the front desk. An example I would give as to why I give such a low score is the following. I showed up at the shop to attempt to pick up our vehicle, it was done being worked on but the shop was awaiting an insurance approval. They would not release the car, which I don't agree with, but respect that it is their policy and ended up bearing out as our insurance company did go back out to inspect the vehicle. However, I asked to speak to the Manager that evening, Jason, to his credit, looked all over for him. When he finally located the manager he walked right by me, into a glass office where I could look eye to eye with him, and got on the phone. Never introduced himself, never gave a time frame on when we could speak, simply talked through Jason. I manage over 30 people for a customer service heavy industry. If I treated our clients like that as a manager and leader we would have far fewer clients. Step up and own your responsibility as the leader of your team, don't hide behind your associates, especially one that is ill equipped to handle an escalation like mine. It would have taken less than 15 seconds for you to introduce yourself and set an expectation of when we could talk if something more urgent was causing you to not be able to at that moment.

Returned Clean

My Experience - 5.0/5.0

My Experience - 5.0/5.0 -

Very professional organization, best collision shop I have ever used!

My Experience - 5.0/5.0 -

Outstanding job

My Experience - 5.0/5.0