Update
When Bryan returned, he personally reached out to - Bdavis111
Update
When Bryan returned, he personally reached out to me about the bumper damage. He asked for photos and quickly arranged a repair tech who had it seamlessly fixed in less than a day. He took my concerns seriously, didn’t backpedal, and handled the situation with professionalism and urgency. His customer service is truly exceptional.
The original repairs we were actually in for have also held up perfectly. The work was completed competently, and we’ve had zero issues with those repairs since picking up the vehicle. Now that the cosmetic damage has been addressed as well, the car looks and performs exactly as it should. A big thanks to the tech, an artist, really, for doing such beautiful work, and again to Alex for keeping up good communication throughout this process, as well as Bryan for resolving everything so promptly.
While I was frustrated with parts of the process, I want to acknowledge the efforts of Bryan, Alex, and the repair tech in making things right. Big THANKS!
It took them just shy of 3 weeks to complete repairs. I’ll give them a little grace since one part was delayed in shipping, and I’ll give Alex credit for mostly keeping me updated during that time.
The major issue: they clearly damaged my bumper while removing it to complete the repairs. Not only is there a crack, but also fracture lines in the paint. I reported this immediately, and hours later they called me claiming they had “noted the damage” when my vehicle was first brought in. I call absolute xx. My vehicle has never been in an accident, fender bender, or even a curb scrape. Then they doubled down and said the manager saw it on arrival, yet that same manager doesn’t answer calls or return voicemails. Wild how none of my paperwork mentions any damage, and nobody said a word during the entire process. Adding notes after the fact to cover themselves is shady and dishonest.
This vehicle was purchased through them along with the extended warranty they sold me. Imagine a dealer charging such premium labor rates that the service contracts they sell don’t even cover their own rate. If they’re going to pay themselves premium rates, repairs should be completed on time and vehicles should be returned in the same condition, or better, not damaged. Instead, I got premium pricing, zero accountability, and my car back with damage. Fix one issue to create another... Guess thats their idea of job security.
And if management shows up on this review claiming they have “no record” or that the damage was already there: double-check your own records. I’ve already called. I’ve already asked for proof. Produce the original notes and photos from drop-off, not backdated, adulterated paperwork added after the fact.
I’ll be reporting this experience to every outlet I can to save someone else the headache. Roberson will never get my business again, on either sales or service. Best of luck to Alex, he seems like a good human working for a shady employer.
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