I made an appointment and got there a few minutes early. As I was walking to the front desk I made eye contact with an employee who didn't seem to be helping anyone but he didn't say a word to me so I figured they were busy. So I sit down, waited for them to slow down. When I saw the front desk cleared from the previous customer, I got up and made my way. Two employees stared at me with a blank face and complete silence, so I look at both of them and ask, "Anyone?" One of them proceed to help me but it was a strange way to greet me. Maybe it was the way I was dressed. I was off from work that day and was wearing a fitted hoodie and hat. I then get helped by Nicole a few seconds after the first guy. I explained to her that I was rear ended and wanted a 2nd quote to see if there was internal damage inside the bumper. The 1st insurance adjuster gave me a quote of $595 and didn't look under neath my car or inside the bumper, so because of this their insurance deemed it "low impact" and they wanted to offer me a settlement of $200 each for me, my wife and daughter. Because we were unsure of the settlement offer, we talked to an attorney and he said to get a 2nd opinion as well. We're still seeing a chiropractor and I am still in pain. I explain just about all of this to her. No sympathy, or even a simple greeting. She said they couldn't just remove the bumper to see if there was more damage then adjust the initial quote to make it higher, even though I was willing to pay for the labor. They would have to fix it if they were going to remove it. I was very calmly confused why they couldn't do that, so she clarifies what I'm asking then ends it with, "so you can get more money." I began to accept they couldn't do it, but to say that was offensive, I wasn't sure how to handle it so I brush it off. She offers to give me a free quote on the spot so I consult with my attorney and he says just to do it. She agrees with the first quote and then we talk some more, then GET THIS.... she explains that they can't make the quote higher without fixing it on the spot "just so you can get more money." AGAIN, like I'm some bum just trying to get more money from an insurance company. I was furious but I didn't blow up at her at all like I wish I did, but it was clear to me she made the some bad assumptions. Had she known that my wife was 22 weeks pregnant during the accident and we had to go to the ER that night, and almost had a miscarriage the next few days over contractions and fluid leaks (which she is still getting), and that for a few days I couldn't drive to work because of my neck pain, missing out on 4 days pay, which is a big deal considering we're a one income (80k) household, and have to constantly tell my daughter that I can't play with her because my neck hurts, followed by 18 appointments and counting (who knows how much we've spent on gas) then all I'm being offered is $200.... then maybe she would've been more sympathetic. Terrible offensive judgement on her side. Because of the poor customer service from the beginning, then the offensive statements and assumptions of Nicole, I would never recommend this place.
I'm sorry if we didn't give you the service you expected. It's obvious this is a frustrating situation that your dealing with and we could have been more empathetic. I will share your experience with my staff and will use your review to better our customer service for our future customers that may share your frustration when having to deal with such a situation. Thank you for taking the time to share your experience.
- Evergreen AutoWorks