Cutrubus Body Shop Sucks! Need help with suggestions.

[12 Volt Man]

You guys know the issues with my Jeep being wrecked. Because of the poor service I am receiving from the Cutrubus Body Shop, I am going to post this info so that you folks can avoid the situation if it comes up. I could use some suggestions on what to do. I love to recommend places when I get good service, but I am vengeful when the service is poor.

This has nothing to do with Dave at the Parts Counter. He is a great guy and offers a discount to NAXJA members. He has been great and helped me get a discount on my parts.

My Jeep needed the front header panel, a fender, light, turn signal assembly, head light bezel, etc….. The new parts needed painting etc… I checked around to find a place that wasn't busy and could provide a quick turn around time. I have to use a rental car on my dime while it gets fixed. I asked if they could do a couple of extra items which I was willing to pay extra for if needed. Paint my new flares, and rhino line my rockers. On Monday the 21st, I took my Jeep in to get the work started. This was after waiting a few days to make sure they had the parts. They thought they could get the work done by Friday. Friday came and the work was not done. Not a huge deal. The work wasn't promised by Friday, they just were shooting for Friday. It did suck that I was stuck paying for that rental car through the long holiday weekend. I even offered to pay someone $100 bucks to stay overtime and get it done. No dice.

I sucked it up and figured I could wait till Tuesday. Tuesday came. Work still not done. Now I am getting a little pissed. The costs for this rental car keeps accumulating. So Wednesday comes (yesterday) and when I call I am told that they would have it done. They close at 5:00. I told them I could stop by to pick it up on my way home from work (2:30), they said it would be quite ready by then. They would call me when I could come pick it up. A side note to the story is the new custom winch bumper I have lined up. I called and told the guy that I could come get it last night. He was going to help me put it on. 4:00 comes around and I get a call from them. They tell me that they are just finishing up installing my flares. Then they mention that there is a problem. They had not yet done my rhino lining on the rocker panels. Now I am about to go ballistic, but I remain nice to her on the phone. She tells me they will need it back on Monday to do the rhino lining. I don't want to wait till Monday. I wanted this done last Friday. WTF?

She then asks me if I want the old flares left on, or if I want the new ones on. I tell her I want the new ones. Still trying to be nice, I express that all this work should have been done long before now. She says she'll call me back in a few minutes when it is ready to pick up. 5:30 comes around. Knowing that they closed at 5:00, I call there to check what's going on. They have all gone home. They just left me hanging. These guys suck. I have been very nice to them on the phone so far. Now it's Thursday morning, and I might be able to pick up my Jeep today, but the work I asked for is still not done. They don't open for a bit. I don't know what to do at this point. I guess I should call and keep asking for a higher up manager till they pay for my rental car?

What would you do???

[DrMoab]

Sit back and be patient.

Its not like they have had it a month. Body work takes time.

And for the record.

Several of us have had work there and never had an issue.

[slider]

Sit back and be patient.

Its not like they have had it a month. Body work takes time.

And for the record.

Several of us have had work there and never had an issue.

good body work takes alot of time. and believe me, sometimes having the best intensions when talking to someone on the phone can come to haunt you. there are alot of reasons why shops get backed up. they may have planned to have some other job out before yours came in. if that job had problems, it throws the whole thing way out of whack. and sometimes it takes along time to get back on schedule. be patient with them as long as they are friendly with you. i can tell you first hand it is hard to do their job.

[12 Volt Man]

I don't have a problem with things taking time. The problem here is lack of communication. If something comes up that makes the process take longer, then a customer needs to be advised on that. You can't set a customer's expectations, then not meet them without some sort of update or reasoning to the customer. You especially can't tell a customer you'll call them back to come pick up their vehicle then just go home.

I have worked in customer service to too long. Maybe I expect too much, but I certainly could never treat a client like this.

[slider]

I don't have a problem with things taking time. The problem here is lack of communication. If something comes up that makes the process take longer, then a customer needs to be advised on that. You can't set a customer's expectations, then not meet them without some sort of update or reasoning to the customer. You especially can't tell a customer you'll call them back to come pick up their vehicle then just go home.

I have worked in customer service to too long. Maybe I expect too much, but I certainly could never treat a client like this.


i agree they should let you know the status of your vehilce. and going home after they told you to come pick it up shouldn't have happend. (but i've done this :wow: ) talk to the shop mgr. they would be the one to sort the mess out.

by the way i think the jeep will look awsome when it gets finished.:clap: :clap:

[12 Volt Man]

talk to the shop mgr. they would be the one to sort the mess out.

Oh, and the shop Manager is on vacation! Probably the root of the whole problem. When the cat's away the mice will play.

[slider]

Oh, and the shop Manager is on vacation! Probably the root of the whole problem. When the cat's away the mice will play.

very true story.