Business ProfileforFender Mender of West Ashley, Inc.

My car was in for repairs. They had trouble getting the parts so it was there for about 6 weeks. I was able to pick it up yesterday (finally!). When I spoke to the young lady on 1/13 that they had all the parts & said it would be ready no later than 1/19. I called that Tuesday & suddenly they had to order a replacement part so I wouldn't have my car back as I was told.
Tommy Gross is the man I spoke with in terms of getting the car back. He spoke of his political beliefs & maintained a rude, condescending attitude through out the call. They should have called & gave me an accurate update. My agent nor myself EVER received a call in the entire 6 wks with any updates on my car. I made the 5 or 6 calls to them myself. Upon retrieving my car, I requested that someone explain the exact actions they took on the car. Tommy was sent to do so. He was already volatile with me, continuing to be rude & condescending. There was a point where I used the word 'sh@t' however, it was not directed at him & he knew that. At that point he refused to talk to me about my car. I found the manager, Bob, didn't seem to know anything including what the warranty was. He continued to allow Tommy to stand with us. I could hear Tommy rudely discussing me to Bob while I was mere feet away. It's bad customer service & management to allow an already rude employee to continue to deal with the customer, who obviously doesn't want to deal with him. The guys continued to be condescending & rude.
I very, very personal item was also stolen from my center console, which they had absolutely no reason to be in that part of my car.
Management needs more training.
I have also requested that my insurance company do an audit into their dealings with this company. I believe they are adding labor hours that are not truthful. This is a questionable company & any local will tell you the same thing. I firmly believe an audit is necessary.

From the beginning of the repair process, Ms. C******* was informed of the parts shipping and manufacturing back log the whole country is facing due to the pandemic. Ford parts especially take a very long time to receive and a lot of times in transit parts are damaged or broken before they even get to the repair facility which even further delays the repair process. The vehicle was on hold most of the repair process waiting on *********** to come out and inspect the initial damages and also on hold for additional damages found once the vehicle was torn down. The original ETA for the headlamp and the parts were communicated to Ms. C******* and that we would do as much work possible with the remaining parts on national back order with an estimated delivery date of 1/31. This information was communicated to the insurance company (***********) and also the customer as soon as information on the parts were available. Fortunately we were able to get the light before the original ETA that was given. The shop keeps detailed records of communication to the customer and also insurance company. All repairs preformed are approved by the insurance company before continuing any work on the vehicle and the customer is also given a detailed print out of all work approved by the insurance company and preformed. Upon delivery, the vehicle was gone over with the customer line by line with repairs preformed. The customer then requested the manager to go over the vehicle with her. As a business that has been open for over 20 years, we do not appreciate false accusations or rudeness from customers when we are diligently trying to repair their vehicles safely and in a timely manner with the ongoing effects from Covid all businesses are facing. The ongoing parts issues are completely out of our control. We stand by our lifetime warranty on all repairs, parts warranties are subject to the manufacturer. If the customer has any complaints, we suggest contacting the business to resolve them and not an online forum.