Cherner Collision Center

Review: The issue that I have with Cherner Collision Center was based off of my horrible customer service experience that I had with the personnel there. He was rude and literally refused to provide service to me. I was recommended to come here through my insurance company, [redacted], after having an auto accident. The gentlemen (older [redacted] male) that was in charge of my file, asked me to fill out an info sheet. Then he said let's come outside to see your car. Keep in mind it was dark outside, so he was not able to properly assess my car. He claimed, "I see the damage." He then directed me to come inside and sit with no further instructions. He then proceeded to work with another customer, leaving me without a next step as to what service he was going to provide. I sat for roughly 10 minutes without a clue as to what he was going to do next. I was also at this location to get a rental car from [redacted], but there wasn't an [redacted] personnel available. However, a man showed up claiming that he was from [redacted] and was going to drive me "5 blocks down" to get a car. This was very strange to me, since I am a woman that was unaccompanied and the gentlemen from [redacted] wasn't in an [redacted] uniform. I was also concerned about leaving my car without further instruction from the Cherner personnel. The Cherner personnel told me to go down the street with the man from [redacted] to get my rental car. At this point, I had no documentation from him or any clue as to what he was going to do with my car. I asked him if he could tell me the process of what he was going to do next. He said, "I just got your car." I told him, "I understand, but I'm not going to leave my car without any documentation or contract for service." Condescendingly, he said "Fine, I will draft you up something." I honestly just wanted him to walk me through the actual damages on my car and provide a quote or contract for service. That would've been sufficient. He walked me to the garage where my car was and hastily and frustratedly pointed out the obvious damage. I told him that all I wanted was a plan for what he was going to do with my car instead of having me wait with no further instruction. After pointing out the damage he said that he didn't think he was going to be able to satisfy me, got in my car, backed it out of the garage, handed me my keys, then closed the garage. I've been to collision centers before and have never had this horrible experience. I've never seen someone, who was going to be contracted to work on a car ("a professional"), have absolutely no documentation. I will be calling my insurance company to complain about them recommending this business. [redacted] provides insurance for military families. I am a dependent of a military Veteran. If we or other customers are treated as such, then [redacted] should sever ties with this company to prevent this type of experience again.Desired Settlement: The personnel and/or the company should call and apologize. I've just been in a car accident and simply wanted service. I'd also like for them to form a better practice of taking care of their customers. A customer should never worry about what they are doing with their car because they should be attentive and explain their service process from the beginning. They should also have documentation (i.e. a damage inspection checklist, contract of service, quote, warranty info, etc.) to insure the costumer that they will be receiving proper service. They should read up on what the industry standard is for customer service in their business. I very disappointed and hope that they don't ignore these complaints.

Business

Response:

Hello-We are in

receipt of [redacted]'s complaint regarding her experience at Cherner Collision

Center in DC. We regret we did not follow our own policy and procedures, which

resulted in a very unpleasant

experience. I discussed the claim with

Mike S[redacted], the estimator at the shop who dealt with [redacted].In

hindsight, we should have handled the situation differently-- Because

it was getting dark, it was difficult to write an estimate for her vehicle. We

could have provided her with paperwork on her claim (we have an authorization

form), and we could have followed up first thing in the morning with the final

estimate via fax or email.-Mr.

S[redacted] should have introduced the [redacted] employee to [redacted]. The [redacted]

office in our shop closes at 5:00pm.

Unfortunately, [redacted] arrived after this. The nearest [redacted] office is 5

blocks away. This should have been fully explained to [redacted].I

instructed Mr. S[redacted] to call [redacted] to offer our sincerest apologies.

We value all of the insurance company relationships, especially our [redacted]

customers. We hope she gives us another chance in the future. If she does,

please have her contact the manager of the shop directly, Mr. Shelford H[redacted].Sincerely,Bob

H[redacted], CFO

Review: On Monday, February 24, 2014, I dropped my 2012 [redacted] off to the Cherner Collision Center located at [redacted], Washington, D.C. [redacted]. In the weeks prior to arrange a date for repairs on the damages on my rear bumper I had been in touch with representative, [redacted]. On the day of drop off, I inquired about the time frame to take care of the repairs and I was quoted 3-4 business days. It sounded reasonable to me and so I turn in my car key which was a remote key (it was not broken, missing buttons; the key was still very new. I purchased my vehicle in November 2013). By Friday, February 28, 2014, my insurance provider, [redacted] followed up with me to let me know that they visited the collision center to review the damage and make the proper payment as it related to the decision to replace the rear bumper. The representative then told me that my vehicle would be ready by the following Monday, no later than Tuesday, March 4, 2014. During the course of two weeks that my vehicle was in Cherner's possession, there were two days of inclement weather that could have impacted the service on my vehicle. I contacted **. [redacted] on Wednesday, March 5, 2014 to receive an update on my vehicle. I was then informed that the bumper arrived but was damaged and that he needed to re-order the bumper and that my car would be ready by Friday, March 7, 2014 . I promised to call and follow up on Friday. Around 1:30 p.m. on Friday, March 7, 2014, I contacted **. [redacted] to follow-up as promised and again, I received another excuse. His response to me then was, "What had happened was because of the bad weather, we received a damaged bumper and had to re-order another. We have the bumper but we have to put it on and paint it. We want to make sure that it is right." I said, "okay" and he then said that the car should be ready by Monday and that he would call. Monday, March 10, 2014 came and by 3:30 p.m. , I reached out to him. Again, I was told that my car was not ready and that the rear bumper had to be painted. I will say that I was frustrated with the entire process; yet, I remained as patient as I could be.

On Tuesday, March 11, 2014, I received a phone call at 11:49 a.m. from **. [redacted] regarding my vehicle and he informed that my car was ready for pick-up. I informed him that I would pick up my vehicle after work. When I arrived to pick up my vehicle and once I received my key, I headed towards my vehicle and noticed that my key was not the way that I gave it to them when I turned my key in for service. The key buttons were missing in my remote key. I turned around and went back into the shop and inquired whether or not it was in fact my key. The receptionist looked at the key and confirmed that it was my key and handed it over to **. [redacted]. He then looked at it and walked out the door towards my car and begin to press the uncovered buttons on the key. I, then, heard the chimes on my car and it my confirmed my suspensions. **. [redacted] opened the driver's side door for me and handed me the key. I, then asked him about my key because he seemed anxious to walk away from what was obvious about my destroyed key. He took another look at my key as if he hadn't noticed the damage (the missing buttons) when he was trying to unlock my doors and responded, "I don't know." I looked at the key again in disbelief and I informed him that my key was not given to them they way that it was returned to me. So, why am I am handling a damaged key? What happened? In order for my key to have every single button missing, someone had to meddle with it. That it is my conclusion. He responded that he would put an order in for a blank key to replace the keys as if it would be that simple. I did leave displeased and unhappy as I informed him that service received and the return of my personal property was in fact, 'ghetto'. Once I got settled into my car, I contacted my dealership where I purchased my car in November 2013 ([redacted]) and inquired about rather or not key damage was covered under my warranty. I was informed that my remote key is not covered under warranty and that a replacement remote key would cost $230.00 (which includes the proper programming). My concern here is this, my key was damaged; no one reported the key damaged or took proper responsibility for the damage, and offered little to no resolve for the damage. I am concerned that because my access buttons are exposed-anything could damage how I get in and out of my vehicle (water damage, dust, etc). There was no apology of any kind...and it was quite disappointing. I have never received such terrible service where my valuables/ my property is disrespected and not cared for. This is simply, totally out of line when it comes to quality customer service. It is bad enough to suffer collision damage on my personal vehicle and then to endure another damage at the hands of a collision shop that was entrusted to take care of my car and the key that was given to do the work on my car. (Note: I do have photo images of my damaged remote key)Desired Settlement: I honestly prefer Cherner Collison Center to be held responsible for my damaged key and replace my key through my direct dealership,[redacted] in [redacted], Maryland. The key is a remote key- it requires programming and I simply do not trust Cherner Collision Center to deliver when it comes to the key that was damaged in their care. I was quoted $230.00 for another key and that is what my request would be for. I deserve a key that was not destroyed, bandaged up; and not explained to me. I no longer have any trust for this center and I do not wish to conduct any other business with them as it relates to my vehicle.

Business

Response:

Hello-I received an email this morning alerting me to this complaint from March 11, 2014. I immediately called the shop manager, [redacted]. He informed me that within a few days of filing the complaint, [redacted] contacted **. [redacted] and informed her we were ordering a new key. When it arrived, **. [redacted] came to the shop and picked it up. If there are any other issues, please let us know. Sincerely,[redacted], CFO