About 2 months, my G37 IPL was flooded out in N Dallas, it was a late night and a flash flood for the area I was in, I tried to avoid as much water as possible, however, water got in my engine. My insurance company told me to select a collision company to have it repaired because my bumper was off, the fender protection and under carriage, proection was washed away in the flood. Crest Collison was the company I chose to do the work, as I had a relationship with a salesperson that came from another dealership over to Crest.
So Crest Collison kept my car for 5 weeks, as they had to get a new bumper, replace fender well protector and under carriage protector. also, they had to flush the engine, replace carpet, clean and dry all electrical connections. The paperwork also stated to do a full service on the engine.
So the day came for me to pick up my vehicle, I was excited as I had been in a rental for 30days. Picked up my car, took it home notice the next morning back up camera was not working, contacted the collision department to set up a time to bring in for the camera to be fixed because it was showing just a blue screen, and also it rain again the following week after picking up my car, and water was leaking behind my glove box and I also advise the collision center of this issue as well.
When I advised of the time tables and when I needed to bring it in the collision manager Curtis Kincaid was a little apprehensive as to why I should even bring my car to be fixed because he was told by his office supervisor that my camera was not working when I brought it in. Well, it was flooded out and possibly stopped working after that, and also the car should have been started before the repairs started, then as we were going back and forth I reminded him the reason I am calling back is that there is a light knocking in my engine, his response was it was not knocking when we repaired it. He also advised that they are just a body shop and don't do engine work-- I was confused because I was told they took care of everything and would take to the service department if needed.
So he and I did not agree on a timetable, he basically told me to call the service department if I needed the camera and knocking looked at.
So I called the Crest Service department in Frisco the 1st person I spoke with was Sean S, the service manager, I advise of the above situation and said give him 20 min it would call me back and see what he can do, as I was out of rental days (car was kept for 5 weeks, I had only 30days with my policy).
Sean called me back like he said he would, said bring my car up the service department, he would get me in a loaner and have my car checked out. He found out it was my #6 Cylinder that was out and needed a new engine, insurance company came back out, and totaled out the car. Sean allowed me to keep the loaner until I got a new car, and I ended up buying a car from Crest as well from Sam, and he was awesome at customer service and salesmanship he did not upsell me, he was sensitive to the whole situation, even if he really did not care at all, it never showed. His neighbor salesman Tony was also very well versed on how the car works and rode with my wife and me during the test driver.
Even though my initial emotion with Crest Collision was anger and disgust, Sean, Sam and Tony saved the day, reassured me how they do business, they did not pass blame on someone else. They the responsibility of another department's short comings and didn't miss a beat with customer service.
Awesome job and 10 STARS in my book.