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Fong Vue

Jun 23, 2023

I went in and filled out some papers to get on the waitlist to try and get in for them to perform a PDR. The customer service seemed to not care, just gave me the paper to fill out and fielded a call. No one ever called after that. Taking my business somewhere else now.

Hello! As I am sure you could see when you were at our shop 2 weeks after the massive hail storm last May 2022, we were inundated with people calling and stopping in to get scheduled for hail repairs just like you were. While it wasn't an ideal scenario and we were doing our best to get back to everyone, we apologize for missing you on the massive list of vehicles we had to get on the list for hail damage repairs. The manager of the shop, Tony, is able to get your vehicle in this week should you change your mind, all you need to do is call the shop at your earliest convenience. We understand if you are still going to take your business elsewhere and we appreciate the feedback.

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Angela Dziengel

Jun 23, 2023

Had an appointment for an estimate, and the guy who did the estimate was TERRIBLE!! He missed so much, right qtr panel and exhaust bent in. Went to a different local shop and they pointed it out to me. When I was there the customer service was terrible, I was back-burnered in front of the guy who took care of other things for the first 5 minutes of me sitting in front of him and the estimate took less then 5 minutes. I told him the mileage and nothing was written on the estimate regarding mileage. This shop seems very halfasx and does not care about the customer. Defiantly a main reason to GO SOMEWHERE ELSE!!!

Hi Angela, we apologize if you felt like you were put on the back burner, definitely not the experience we want customers to have. More often than not, if they are just finishing up, they acknowledge your presence and quickly finish up what they are working on and get to you in a timely manner. As far as the what was missed on the initial estimate, we have spoken with that estimator and he is will be doing a much more thorough job assessing damage areas on vehicles in the future. We appreciate you bringing these matters to our attention and we thank you for the feedback. We are constantly working to improve in our shops and we welcome all feedback, good and bad, to make sure we give people the best possible experience.

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Angela S

Jun 23, 2023

I waited for a repair from December of 2022 until May 2023 to have a cosmetic repair done on my front bumper and quarter panel for a collision with a deer because they were "backed up". After the car was "finished", upon first glance - noticed right away there was a 2" patch of unpainted raw steel on the rocker and the bumper was not correctly lined up. I was told by Heppner's that "we forgot" to paint the rocker and align the bumper. A week of waiting to get scheduled, said it would be only a day or two for it to be done once it was in shop. Brought it to the shop Monday 6/12 was told Friday 6/16 they were delayed and car would be done right away in the morning on Monday 6/19. Monday 6/19 I called and spoke to Amber at 8:35AM who asked directly if I was notified that car was done yet, before calling Heppner's. She said it hadn't been touched because everyone was in a meeting and would be done around 11:30AM-12PM. I called them at 3:15PM and was placed on hold by receptionist Amber, 10 minute hold for her to check on it and then was transferred to someone else with no warning. So I explained myself again and was told that it was just finished. Throughout the process Mason and Matt were professional and thorough. Each time I called Amber was condescending and reluctant to offer her assistance. Heppner's did great quality work before on my 2002 Audi so I returned to have my Volkswagen repaired, but I will not be returning ever again. Amber's attitude and our conversation today was the final straw.

Hi Angela, this isn't how we would like anyone's experience to be at our shops and we apologize for the way this situation was handled. After the initial issue was found, you should have been immediately bumped to the front of the line to resolve it. The shop manager, Tony who delivered the car to you after the repairs, has spoken with the staff regarding your feedback and they will continue to work on their customer service skills to ensure this never happens again. We appreciate you bringing these issues to our attention, critical feedback is necessary to improve and will will strive to do better. Please reach out to Tony directly should anything else come up.