Mac Haik Toyota - Service Center

Your questionaire does not work. I have tried to put in excellent several times , but nothing works when pushed!! excellent several times , but nothing works when pushed!! More

Mac Haik Collision Center. A simple road debris damage repair. The representatives are friendly enough during the estimating phase before committing to the work. They were professional throughout the wh repair. The representatives are friendly enough during the estimating phase before committing to the work. They were professional throughout the whole repair scope, it is just there are a lot of gaps as described in the following. The estimate was 23 hours shop time, the overall repair promised complete in five days, verified with the shop supervisor when the car was dropped off. Took two calendar weeks. Asked to be contacted twice a week with the repair status, the shop did not follow through. Usually, I had to call and email to get any information. Very little communication from the Collision Center personnel. Prior to starting the repairs, called and emailed a work scope change, verified with the department supervisor and the person handling this job. Mac Haik stated their subcontractor made a mistake, but the instructions come from Mac Haik. Mac Haik did not take any responsibility for the issue. They did pay for an extra part required to take care of the repair, likely because I had already documented the scope change. Had another, separate item repaired while the car was in the shop. Already part of the original scope and time estimate. After the first mistake, Mac Haik Collision Center called to say there was an error in the second repair estimate and it would require another 30% cost to complete since another part was needed. Again, no responsibility, just another cost and another delay. The car was damaged in the shop. A bumper scrape on my red car from some white vehicle. Delivered the repaired car in bright sunlight, could not detect the damage until at home in the shade of the garage. Called and sent photographs. Took a week for Mac Haik to provide a proposal and another week before they would make time to repair the car. When I delivered the car, the contact wanted to go through the photographs taken during the estimate until he saw the damage was not in the pre work photographs. If he had a concern, we could have discussed the estimate/pre work photographs before bringing the car to the shop. The estimate/pre work photographs only proved the damage was done in the shop. Mac Haik personnel never apologized for the damage done in their shop. The final road debris repairs are good, the second repair looks nice, the shop damage is not very visible. The two stars comes from way over the estimated completion time, lack of communication, lack of responsibility for mistakes, technical mistakes in the estimate they prepared. The overall work looks good, but the main, lasting impression is the poor customer service. Cordial enough to talk to but very indifferent about basic customer interaction, communication and delivering on their commitments. I would be a repeat customer if they made a authentic attempt to bridge any of the gaps they created. More