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Le Laundry & Dry Cleaning

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Le Laundry & Dry Cleaning Reviews (5)

LaMettry's Collision, Inc. acknowledges repair delays while performing work for Mr. and Mrs. [redacted].  Below is a review of our logs on each delay/issue in the complaint:Original drop off date and estimated repair time communication (LaMettry's manager Rebecca [redacted] notes) On Tuesday,...

8/23/2016 I received a message to call [redacted] on repairs he needed done to his vehicle.  I called him back to set up a time.  I asked if the vehicle was drivable, he said it was.  I then said I could get him in any time next week, he wanted to drop it the next day.  I called Troy, production manager at the Bloomington to get approval for that.  I then called [redacted] back to let him know we would fit him in.  At that point I asked about rental car coverage and he said, “I am pretty sure I have coverage.”  He was then going to call his wife to see what time would work for her to drop the car off and would call me back with that time so I could set up a rental.  I never received a phone call.  [redacted] showed up at Nissan 8/24 and I scrambled to get a rental there for her.  At no point did I indicate the repair would be 2-3 days, it was a 5 day repair and that was listed on the insurance paperwork that was given to me at time of drop.  I did say that we will most likely have a supplement and we would lose 2-3 days waiting for approval from the insurance company.  Oil change request issue (LaMettry's manager Rebecca [redacted] notes): During the drop of the vehicle, I can not recall the request for an oil change.  That is typically discussed with the Service advisor when they pull into the service aisle.  There are times that I forward that information to the advisor, but a signature is required on a repair order that list all work being done.  There was one line for sublet LaMettry’s for body work.Rental car issue (LaMettry's manager Rebecca [redacted] notes): On Friday, I received a phone call from [redacted], he was extremely angry, swearing and yelling, he then requested to have a manager call him because he is not paying his full deductible.  I attempted to talk but was not allowed.  He talked over me while raising his voice the entire conversation.  He said, “my wife is driving a f[redacted] Hyundai elantra.  We have a Murano.”  At this point, I offered to put him in a larger rental for the weekend.  He told me to check with his wife.  He continued to speak to me in a derogatory way and we ended the conversation agreeing to have my manager call him.  I also left a voicemail with [redacted] to see if I could swap out her rental, she sent a text back declining the use of a larger rental vehicle.Insurance company approval delay (LaMettry's manger Rebecca [redacted] notes): The vehicle was disassembled and a supplement was sent in to the Insurance company Friday, 8/26/2016.  At this point we are waiting on the insurance company.  I was off on Saturday and responded to her message Monday.   I did have to check with the shop to confirm where we were in the repair process.  There was some phone tag with Brittany, but we did speak.  I advised I would update her when I received approval from the insurance company,  the day we received approval she texted me before I could update her.  I informed her we were able to proceed with ordering parts and the repair, no completion date was given.  We spoke throughout the week periodically through text and phone.   Summary:  LaMettry's could have provided better customer expectations for estimated repair time, communication, and owner requests.  There are some delays body shops do not have control over (supplement approvals, etc.).  We apologize for not performing to Mr. and Mrs. [redacted]'s expectations, though we feel some communication was not acknowledged during the repair process.  Unfortunately, we cannot refund insurance deductible obligations of customers.  However, we would like to offer the [redacted]'s a $100 Visa debit card for their inconvenience during the repair process.  We appreciate the honesty and valuable feedback provided by Mr. and Mrs. [redacted], and hope to improve our performance with the help of their comments.

Thank you for bringing the customer's concerns to our attention.  We have reached out to the customer to resolve his concerns.  LaMettry's will update you after the issues are addressed with the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I appreciate that they owned up to their mistakes and were willing to accommodate me for the repair.

I am rejecting this response because:The damage to my vehicles hood ABSOLUTELY occurred while in their possession, I do not believe they hand washed a 1 ton crew cab truck and if that was the case the truck should of been completely dried off upon pick up which it was not.   My vehicle had NO Hood dents prior to taking it in for bumper replacement and I feel that LaMettrys is not accepting responsibility because they either know what happened or someone there is not admitting to what occurred to cause the damage.  I will not allow LaMettrys to work on my vehicle to avoid a new set of problems and if Paintless Dent Repair only corrects to 75 Percent of perfect what is the point.  I have taken steps at my own expense to cover the damage that LaMettrys caused and will not allow them to work on my vehicle again for reasons stated.  I have never had a vehicle in for repair at any Collision Auto Body repair company and I am not a satisfied customer after this experience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Although Becca [redacted]'s account is not entirely accurate, the resolution is satisfactory to me.

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