Crash Champions #0839 Kirkland

Likely to Recommend - 0.5/5.0

Repair Quality - 2.0/5.0 -

My bumper and tailgate were repaired, but since getting my truck back, NONE of the computer functions work anymore beyond controlling the radio. I can't connect my phone. My phone, which is new, recognizes it's connected to my truck, but my truck won't recognize that my phone (or any other device) is connected to it. Bluetooth on my truck no longer works, either. I've reset the computer, tried different cables, and talked to the dealership who told me this is not a common problem. I can no longer safely (or legally) take calls on the road, which is a big deal for me running my business. I can't use maps without always having my phone in my hand for the whole drive. I can't play audio over my truck speakers from my phone anymore. A lot of the reason I got that system is just gone now. It worked when I left it with you. Now it doesn't. I'm glad the back of my truck is mostly in good shape again, but this has become a more pressing problem than the damage that I went to you to have repaired was.

Customer Service - 4.0/5.0

Returned Clean

Likely to Recommend - 3.5/5.0

Repair Quality - 3.5/5.0

Customer Service - 5.0/5.0

Returned Clean

My Experience - 5.0/5.0 -

Second experience great just like the first.

Likely to Recommend - 5.0/5.0 -

Extremely!

Repair Quality - 5.0/5.0 -

Vehicle finished much sooner than expected which was great! Everyone was quite friendly and professional.

Customer Service - 5.0/5.0 -

Awesome 👌

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Outstanding customer service.

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

I am extremely satisfied with the service that Crash Champions provided. I think that Jess Himes was so helpful. She spent a lot of time explaining things and walked me through each step.

Customer Service - 5.0/5.0 -

Fantastic. Jess Himes was very helpful.

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

My Experience - 5.0/5.0 -

Thank you very much for your job! Great team! Nice people!

Likely to Recommend - 5.0/5.0 -

Great team !

Repair Quality - 5.0/5.0 -

Thank you for great job.

Customer Service - 5.0/5.0 -

Great job

My Experience - 5.0/5.0 -

Thank you all for the care, understanding, and excellent repairs.

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Great customer service, Jess and the entire team were patient and understanding.

Customer Service - 5.0/5.0 -

Excellent customer service from the first interaction to the last. Thank you, Jess and the entire team!

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Likely to Recommend - 5.0/5.0 -

Yes!

Repair Quality - 5.0/5.0 -

1. Worked with me to reduce the cost of repairs. 2. Detailed car for me, unexpectedly!

Customer Service - 5.0/5.0 -

Great service.

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0 -

The employees and manager were helpful, knowledgeable, thorough, intelligent, kind.

Likely to Recommend - 0.5/5.0

Repair Quality - 2.5/5.0

Customer Service - 0.5/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0 -

Excellent work great communication

My Experience - 0.0/5.0 -

If I could give feedback on the actual repair process alone, this location is solid on communication, transparency, and quality, and it was a genuine pleasure to work with them. Where I have critique, is pertaining to the automated messaging system and AI assistant (that I assume is company-wide, and isn’t location-specific): Frankly, the AI system desperately needs improvement to not be a hindrance to either the customer OR the employees. —The AI system does not factor in other logistical factors when having cars repaired, and does so at the expense of BOTH employee and customer.— From what I understand, this system converts workload time into estimated day and time of completion, which is simple. But it can only do so in reaction to what/when the employees update internally, and that means the employees are having to work around an AI agent that is unreliable in notifying customers. This includes at what time of day the AI even notifies the customer, because it doesn’t have any predictable time of day for the customer to expect updates. So, often, what I experienced was that the system would tell me about an update, *after* an employee already notified/emailed/called me. That defeats the point of this system aiming to be convenient in any fashion. Furthermore, this system can only currently project current ETA of the repair itself. But that doesn’t factor in: whether the client has another car accessible to them for easy pickup of the finished car, whether the client might be using a rental car, and the duration of said rental, never mind other logistics tied into those variables (like transit fare, gas levels needed to be maintained for the rental, and so on). I was also informed that this system is largely out of the employees’ control, and I believe them due to the system’s lack of any useful information. The day I received confirmation of the car being finished, a proper phone call was both quicker and more efficient; the AI agent was belated and requires more coding to assist the team. It said it was “calculating” the repair, but the employees already had that information ready. What this AI did was meddle and interfere, and this caused me more frustration than anything else. Because of its interference, I was forced to change plans, multiple times. Suggestions: 1) The system must give more information integrated into the text messaging itself, if only just to provide both day AND time. I do not need a url hyperlink just to additionally learn time of completion. 2) The system should have clear communication via the SMS about when it will update the customer on the repair timeline, and that an actual employee will be the one confirming the repair completion. This AI assistant should do just that; it should ASSIST, not interfere. 3) It should always add a buffer of time to completion, without employee prompt, so that customers can plan around picking up their car. I would never be upset about the completion time being faster than expected, because I had a rental car and wouldn’t need to keep extending it. Doing this also gives employees room to directly contact if something comes up that is either positive/negative, and give context on why. I must emphasize that this is NOT the fault of the employees; Jess and the others were transparent and easy to work with, and gave me no troubles. The AI is the sole reason I’m not completely satisfied, and I hope it’s improved greatly, going forward.

Likely to Recommend - 4.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Returned Clean

My Experience - 5.0/5.0

My Experience - 5.0/5.0 -

Very good

Likely to Recommend - 5.0/5.0 -

Very good

Repair Quality - 5.0/5.0 -

Very good

Customer Service - 5.0/5.0

My Experience - 5.0/5.0 -

Thank you for the excellent communication, service & staff friendliness!

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0 -

Thank you for the great service & quality of work n😎

Likely to Recommend - 2.5/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 4.5/5.0 -

The repair took longer than expected.

Customer Service - 5.0/5.0 -

Many texts with updates.