Business ProfileforWhite Family Collision Center

ABSOLUTE GARBAGE CUSTOMER SERVICE / COMMUNICATION. I can not speak on one positive word about this establishment and the way this transaction has been handled. Originally we were told 30 day turn around time - but also advised that it could delay the time frame with issues that could be found once the vehicle was “opened up” - also understandable.. what’s not understood is why after 90 days I still don’t have my vehicle back, and neither my husband or I have been contacted regarding any of the issues that are being “found”. Especially since we watched it sit in their lot for 30 days - in the same spot, not moved, and not covered up knowing that the damage could allow damage to enter in the cabin. **** ****** telling me that they only communicate with one person because it’s not their responsibility to communicate to more than one party associated with the vehicles. It’s absolutely WILD to me that we only receive communication the week before our date to pick up the vehicle as well. Extremely disappointed that the White Family spreads their name around the town as if though they are different from all other facilities- lesson learned, their main worry is to push everyone off and not to proceed with proper customer care / business practices.

In response to this review, I would like to start from the day the customer dropped the vehicle off and give a exact time line of the issues she is stating. 4/15/24 customer dropped the vehicle off to white family, we notified **** that the vehicle was dropped a week early and the drop off date was for 4/22/24. He stated he was going to leave it knowing it would not be touched for a week. Progressive 1st estimate wrote was for just over 7k, the moment the vehicle got here we notified them that they missed a lot of damage and need to come back out. On 4/18/24 progressive came back out to write their 1st supplement. Supplement 1 they wrote for $3,075.05 with a list of additional parts that were ordered the next day. Customer was then notified of the delay via text(4/24/24). Vehicle was moved on to the frame rack to begin massive repairs on 5/4/24, customer was notified on 5/7/24 of the progress. After the vehicle came off frame rack we contacted progressive to come out for another supplement due to items that could not be repaired (this was told to progressive before but we had to “attempt”. This was also communicated to the customer on 5/14/24 via text, then again on 5/16/24 we let them know again we are still waiting on progressive to return. Progressive finished their next supplement of $4409.82 on the afternoon of 5/16/24, then on 5/20/24 we notified the customer again that we were waiting for more parts to arrive from the last supplement stated. From this point, the tech dove into the repair working on the vehicle every day, using OEM manufactures procedures to repair the vehicle back to pre-accident condition. We update the customers on 5/29/24, 6/4/24, 6/7/24, 6/14/24 and then again on 6/19/24. On the 19th we informed them we were waiting for progressive again to come out for some items. The vehicle was continued to be worked on during this time but we wanted to let them know. From that point I spoke with ***** on 6/20/24 and she let me know her issues. Since that day she has my personal cell phone number and is receiving daily pictures of the progress. In total the damage to the vehicle is now well over $16k worth of damage and is over 122hr repair. We have communicated with them 15+ times since the vehicle has been here, which is weekly or sometimes twice a week. So I strongly disagree with the statements being made in this review. The auth. formed signed by the customer clearly states we only have to update the person who signs the paperwork which in this situation is ****. **** also confirmed his number was the best to update during the process. Through our 9 texted updates we received 0 responses. We will continue to work to repair the vehicle back to them in the timeliest way we can. We stated to the customer since day 1 progressive insurance is slow in handling claims and there is a lot of back an forth with them due to their “process”. Thank you.