Very poor customer service
My vehicle was involved in an accident and needed to be repaired. The wrecker suggested for me to take my vehicle to Matthews Body Shop. Being a strong supporter of Durham businesses, I agreed. First mistake! The vehicle was taken there on the 2nd. The gentleman who works at the front desk stated that he would have my appraisal done by Friday and he should have an answer from the insurance company on Tuesday at the latest. The insurance company called him on the 5th looking for the appraisal, still not done. The insurance company called again on the 11th, still not done. I had also made contact with the body shop by this point. Second mistake! not moving the vehicle at this point. Finally on the 15th the appraisal was completed by Matthews, the super insurance company I have (Liberty Mutual) was so worried by the time frame, they approved it on the 16th. Well on the 25th I was contacted to pick my vehicle up it was ready! Yea I thought, short lived. I was told to bring the check from the insurance company and my deductible. I arrived to pick the truck up and low and behold there was more money due on the truck. I had just spoken with them on the 25th and not a word was mentioned. I then expressed my frustration about this and the owner of the business came out of her office and spoke to me as if I had just robbed her business. I understand the value of customer service and only wish to spend my money where customer service is valued! This is not the case with her. She belittled me and spoke to me with such anger, I was really surprised and confused. I tried to say that if I had just known I would have brought more money, she was just ranting. I will say that I was not my usual cheerful self, just to the frustration of the length of time I had waited, but by no means did I deserve the abuse that I took. The poor customer sitting in the waiting room just shook her head! So I left, with out my car. I did go to look at the work, and I will just say, I have seen better. There were used parts on the truck (they said oh I forgot to tell you, that part is on back order). I am not really sure what the owners issues are, but I will make sure to let everyone know!