Overton Body Shop & Repair, Inc.

Overton's will not return my phone calls, and they keep dragging out the repairs on my vehicle without explanation. I took my vehicle into Overton's on 3/10/14 to be estimated for damages done as a result of an accident. At the time I brought it in, Overton's failed to tell me that it would be another 9 days before they could do any work on it! Not knowing that at the time, I went ahead and rented a vehicle on site so that I could get back and forth to work. The following week (3/17/14) I called Overton's and this is when they chose to tell me that they would not begin any work on the vehicle until 3/19. I signed up to be able to get updates to my repairs via their website. However, I've had to call each time I wanted an update because for some reason I could not log on to their website. The times that I was fortunate enough to get someone to answer the phone, they gave me little-to-no information regarding the status of my repairs. I've called Overton's at least 4 times and left 4 separate messages for them to call me back. I have yet to receive one phone call back from them regarding those messages (and that has been over the span of one month)!!! I was alerted by my insurer [redacted] that their coverage on my rental runs out on 4/08/14. Consequently, this is the same date that Overton's last estimated that my repairs would be complete (they've pushed back the completion date three times now). This wouldn't be a problem if I knew that they would actually have my vehicle ready, but with their constant lack of communication and tendency to push the completion date back, I'm worried that I will be stuck in a rental without the insurer's coverage. Desired SettlementA desired settlement would be that Overton's either finishes the vehicle on schedule, or they pick up the cost of having me in a rental since they basically "wasted" 9 days on my rental policy by not disclosing when they could actually start the work. On top of that, it is desirable that Overton's takes off, or pays for, the $500 deductible that is due at the time of completion. I believe this is more than a fair compromise when taking into account the lack of customer service that I have received from them. The level of customer service that they have shown has proven to be less than minimal according to industry standards. Final Consumer Response /[redacted]/Overton's has called me back and taken care of the problems that I've had. I am fully satisfied with the work that they did on my vehicle. Business Response /[redacted]/We are pleased that the customer was satisfied about his experience, but we recognize that the process was more drawn out than anticipated. There was a problem with getting in proper parts and some undetected damage discovered during the repair process. Our production notes include notes on 11 calls to customer where we talked live or left messages. We also picked up the rental vehicle cost from April 8 forward which was of concern to him.