Letter to Collision Center:
I am writing to express my dissatisfaction with my recent visit to the Tysons Corner Collision Center. Almost a year ago, I wrote another letter about the excellent service as well as the quality of repairs that I received from your body shop manager Robert Kelly. Since then, I have expressed to my fellow friends at the Porsche Club of America how wonderful your service and collision center is. Telling them that I would not trust anyone else with my car. When I recently came back for a cracked taillight and minor scratch on my bumper, I was expecting the same level of excellence as my previous visit. However, my experience was very disappointing.
I came in for an estimate on September 4th and had Tamara review the damage and she sent me an estimate on the 7th. I emailed her on the 16th to schedule an appointment and proceeded to call multiple times. I was repeatedly told that she was not available and when I asked if anyone else could help, I was told no. Finally I was able to make contact, which then took over a week for her to get back to me to schedule the drop off on Oct. 11th.
Upon inspection of the repair, there was a noticeable dimple where the repair was made on the bumper. I did not accept this repair and was told that this time it should only take two days to fix.
When I brought the car back, I used the after hours night drop box. I dropped off the car on Wednesday evening and had intended to pick it up Friday. After not hearing anything from the dealer on Thursday, I emailed Tamara early Friday afternoon to see if we were still on schedule and when I could pick it up. I received no response; therefore I called on Saturday to see if it was available for pickup. The receptionist said that she could take a message for Tamara and she could call me on Monday, at which point I asked to speak to a manager. I was then transferred Eric Kandill, who first apologized for the delay, explaining that the car would not be completed until Tuesday. He then said that he would talk with Tamara and assured me that he would call to follow-up on the repairs Monday.
After not hearing anything from either Eric or Tamara on Monday, I sent Tamara a follow-up email Tuesday morning asking about the status of the car asking when I could pick it up. An email was returned saying that this repair was again delayed another day and that it would be ready on Wednesday for pickup.
Wednesday morning I was emailed by Tamara to let me know that the car would be ready on that afternoon so that I could pick it up. I responded letting her know that I would not be available but would come on Thursday. When I went to get the vehicle I was handed the key and told where it was. No one walked out with me to go over the repair. I also asked if the car had been washed prior to my pickup. I was told that it had been but that was before the heavy rain from the day before.
In conclusion, it has taken almost two months from start to finish to properly complete a five-day repair. I have had to manage every detail of this process from drop off to delivery and even two final inspections. In the future, I hope that you better communicate with your customers about their vehicles and follow through when you assure them something. This sort of service I would expect from a lower quality dealership or independent repair shop and not a member of the Penske Automotive Group. I also plan to communicate my dissatisfaction with this service to trusted review websites such as yelp and also the Chesapeake Chapter of the Porsche Club of America.
Since this letter was sent the General Manager of the Collision Center called and apologized. He did not offer any incentive for me to return. He also did not offer a free car wash since the car was delivered dirty. The saga continues