The care and the professionalism of your staff is wonderful however, I did not appreciate a text telling me I owed more than $5600 to fix my car. I should have initially been called. The texting is OK that you document it but it also takes away the personalization. Please call first and don’t ask the customer to call you if they have any questions. Of course I would.
Thank you Barbara for taking the time to share your thoughts. We try hard to give our customers a very positive experience, so I apologize for any confusion on our process. I will discuss this with the staff and make sure we do a better job of explaining our process to new customers like you. The Technicians perform an inspection on every vehicle and service advisors prepare estimate and send the Digital inspection out along with the estimate of repair. We can see when the customer has looked over the report and will usually wait 15 minutes and then call to go over the estimates and prioritize repairs. We do this so that the customer has ample time to see the report, pictures, videos, and explanations, and be on the same page with the advisor when the call is made. We find the customer has time to digest what they see, educate themselves on the vehicle needs, and make an informed decision on how to proceed. Obviously, these are estimates of repairs, we never proceed with any repairs without customer approval. In your case , I apologize if you did not fully understand the process and will do everything I can to work with our staff to improve communication skills. I have noted your account to contact you before sending the inspection results in the future, I hope this will improve your next experience with us. Again, Thank you for letting me know and if you would like to discuss further, please call me anytime Jamey Maurer Owner
- Advanced Repair Inc.