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Prestige Collision Center

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Prestige Collision Center Reviews (3)

I am emailing you to let you know, the matter has been resolved in this,

To Whom it may Concern, I am writing to reply to a recent complaint filed regarding our business, the Prestige Collision Center, by customer [redacted]. She states that her Mercedes Benz was in our possession for repairs for longer than originally promised, and for a lack of communication....

Mrs. [redacted] dropped her car off on Monday, December 11, 2017 around 11am. Initially we had expected the repairs to take at minimum 7 business days, assuming there was nothing additional needed. The customer also had requested an estimate for some unrelated damage to the vehicle, hoping to have that repaired at the same time. Our advisor Karen wrote up a separate estimate for that damage and received approval from the customer for the additional repairs on Monday, December 18, 2017. This additional repair then added another 4 business days to the original 7. We were then able to continue and complete repairs to the vehicle. The vehicle was completed on Monday, January 8, 2018. The customer picked up the vehicle on Wednesday, January 10, 2018. We realize that the repairs did take longer than anticipated due to a surge in business due to the holidays and winter weather. We gave the customer a $150 discount on her $841.11 bill for the additional work. We are unable to discount the insurance work as we follow an insurance estimate for those repairs. We acknowledge that the repairs took longer than anticipated, and therefore granted the customer a discount for her troubles.

The customer had a complaint on the time frame of the service being too long. The following is a break down explanation on why the length of service took the time it did. When working with insurance claims, our body shop is prohibited to make adjustments before the customers insurance company...

approves them. Unfortunately, this was what caused the delay. We were tied to working on the timeline of the insurance company who was paying for the vehicle repairs. Please see the term of events below. 10-3-2016 - Vehicle was dropped off 10-3-2016 - Advisor spoke with customer and estimated 2 weeks repair time after receiving all the parts and this doesn’t include any hidden damages. Customer stated that she needs her car to commute to work and didn’t elect to have Rental Vehicle Coverage added to her Policy. 10-4-2016 - Owner signed an authorization 10-6-2016 - [redacted] came out to inspect Approved $2772.09 Estimate 10-7-2016 - Parts were ordered 10-13-2016- Initial Parts were received 10-13-2016- Vehicle was disassembled to verify and match new parts with old as well as check for hidden damages. 10-14-2016 - Emailed a Supplement Request to [redacted] for Hidden Damages. 10-14-2016 - Explained to customer hidden damages were discovered and [redacted] has to come back out to re-inspect the vehicle. Customer expressed how upset she was and told us continue repairing the vehicle, we explained that we had to follow insurance procedures and cannot continue working until [redacted] approved the additional damages or we risk [redacted] denying the claim. 10-19-2016- [redacted] Came out for Supplement 1 and Approved $1908.04 in additional damages. 10-19-2016- Ordered additional parts for hidden damages. 10-21-2016- Received additional parts for supplement. 10-25-2016- Supplement 2 Request Emailed to [redacted] for Final Supplement and parts price adjustments. 10-26-2016- Supplement 2 Approved for additional $651.33 Bringing the Claim total to $5331.46, Almost double what the initial estimate by [redacted] Insurance Claimed. 10-28-2016- Vehicle Repairs Completed 10-29-2016- Customer picked up their vehicle.

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Address: 3601 Dividend Dr, Garland, Texas, United States, 75042-7609

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