Ace Motor Sales

Review: Rude and unempathetic customer service in the body shop. The respondent is accredited by [redacted] Insurance to repair the vehicles of their insured. In my first visit, I selected an appraisal time in the [redacted] computer system. I also selected a rental reservation. The vehicle was delivered by me to the site in June only to be met a bespectacled female receptionist of Caucasian origin. The receptionist was very gruff and demeaning, indicating she had no such appointment in her paper appointment book. She never bothered to check the computer. I complained to Ace and my insurer about her behavior. A few months later last week, I was hit from behind on October 28. On October 29, I made an appointment and called to confirm. The woman, again said she had nothing from [redacted] and would not accept my appointment and not have me seen by the estimator. I switched to a competing body shop where my information was readily accessible in the shops portal from [redacted]. The appraisal was completed and the shop took possession of my damaged vehicle...a stark contrast to the horrid and abrasive service from the receptionist.Desired Settlement: The business should speak to this receptionist and explain to her that many people are bringing their vehicles to ACE Ford as a regional leader in factory authorized repairs and trust Ford parts. They are also coming in after what may have been a serious accident. The receptionist should be trained to give better empathy. Accordingly, she should apologize.

Business

Response:

ACE Ford apologizes for any misunderstanding and values all our customers. At the time of the call we were not in possession of the assignment from Mr. [redacted]' insurance company. Since we were not in possession of the estimate, it would not have been beneficial to him, nor us, to come in for an estimate that would have had to be re-completed once we were assigned the repair. Also, Mr. [redacted] made an online appointment through [redacted]'s website. We do not receive the notification of the appointment until we receive the assignment. Since we did not receive the assignment, we had no details of an appointment. Mr. [redacted] called us shortly before our close of business and was letting us know he was coming in the very next morning right as we were opening. He was informed that we already had appointments set for the next morning. We do our best to accommodate all our customers in a timely manner. Pushing him before a customer of ours that already set an appointment would not be fair to that customer. Again, we apologize if he felt that we were rude to him during the conversation.