Pacific Auto Body has the technical skills to deliver quality work, which is why I returned after a satisfactory first experience. However, the lack of communication and customer service left a distasteful impression after my second visit. New management? New policies? Too many customers? I don’t know what happened.
They were able to provide me an estimate in December as requested by my insurance, despite initially stating they don’t provide quotes. My appointment was scheduled for late March. Yet, the true test of patience began upon dropping off my vehicle - an estimated one-month turnaround spiraled into an almost 2 month, debacle.
Communication was virtually non-existent; an inquiry about receiving status updates was met with a dismissive response about having "other customers." Honestly understandable, but weeks passed with no progress reports/updates on delays, necessitating incessant calls and a trip to their facility, to ascertain whether work had commenced on my vehicle. Not to mention, my insurance provided rental expired (which I communicated to them) and I simply wanted to make alternate arrangements. I ended having to come $200 out of pocket to extend my rental and go a week without a car as I refused to continue paying for the rental.
The egregious delays appeared entirely preventable, as a wheel that needed to be replaced, could have been ordered months prior when the insurance payment cleared in December. Nonetheless, I understand there are delays with supply chain and such in this economy. There was simply no proactive communication with these delays which was infuriating given I no longer had an insurance covered rental. To me it felt like they did not care (or at least my rep didn’t) about my experience with the repair. There were no accommodations offered or even acknowledgement of the prolonged delays I experienced, almost as if it was routine. This oversight is baffling for an establishment of Pacific's supposed caliber.
To their credit, the employees I interacted with were friendly and cordial and the rep I worked with offered to assist with a special request for my repair. (although it didn’t end up actually happening…lol) My car was spick and span upon receiving and my car looked brand new. Ultimately however, the policies and operating procedures reek of inefficiency and disorganization - an unfortunate stain on an otherwise capable body shop.
