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Austin Auto Paint Repair Reviews
From the first contact, the staff was rude and insulting. There must have been a miscommunication from the insurance company, because they blamed me for being late for an appointment that I didn't even know I had. I had told my insurance company where I would be taking the damaged car, but due to their unresponsive service up to that point, I made it clear that they were not to interfere with the body shop. I tried to explain this but it made no difference, they continued to treat me as an interruption.
I asked to speak directly to the estimator, and was told I would have to wait. After waiting, and meeting the estimator, I attempted to explain the issues with the car, that I was having a difficult time with my insurance company, and that I would pay them directly and get reimbursed from the insurance company so that they did not have to deal with it. The insurance company was trying to get me to use used and after-
The estimator seemed distracted, and had a hard time following what I was saying. I had to repeat three times that; I would be paying them directly, and that the insurance company was not to have access to the vehicle without me being present. After the third time, the estimator told me he understood, and agreed.
I received a call the next day telling me to come and pickup my car, that they would not work on it. When I asked why, they said that they had discussed it with the insurance company and had decided not to work on my car. They told me that not only had they allowed my insurance company to have access to my car without my knowledge or presence, but that they also let the insurance company talk them in to not using new parts as I would have required.
The consumers right to specify the parts used to repair a damaged vehicle is one of the few things that is guaranteed under Texas Insurance law.
I did my best to try to get my concerns escalated, and I did end up speaking with the owner. During that conversation, he told me that he had not been fully informed, that I had given him information that he did not get from his staff, but that it did not matter to him. He told me that even if he knew his employee was lying, he would support that person over a customer. I have encountered poor customer service before, but that took me by surprise and I asked him to clarify his position. He did say it in a slightly different way, but he made it crystal clear to me that he meant he would support his employees regardless of the employee's conduct.
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