Hendrick Luxury Collision Center Charlotte

Rick did a good job of keeping me informed.

crystal did an outstanding job with her notifications to me regarding the repair of my vehicle.The repair documents were presented so that I could quickly know what work had been done. After having work done at another firm, Hendrick exceeded my expectation with their professionalism and the quality of their work.

My car looks like new...appreciate updates during the process

Absolutely Not. Picked up the vehicle and within **** mile the malfunction light came on and it went into safe mode. Called Service advisor & he said it bring it back. Was scared to drive so they picked it back up. Mechanic drove and cleared codes and said all was good. Picked up again today & another light came on. This time a brake light malfunction. I feel like they should have driven the car & made sure there were no issues before I picked it up.

Lots of detail issues such as my vehicle was not wash on the right door where was painted the molding was not completely put in its proper place. Steering wheel has white powder on it was not clean no one use floor mats to cover my maps. Top of trimming where the car was painted has scratch marks on it front bumper needs to be repainted where the toe package was scratched up. All the way around service was not satisfactory.

Superior customer service, it was great working with Rick.

Our representative was very thoughtful and treated us exceptionallywell.

I was surprised it took over two weeks for the repair. Otherwise no complaints

I was pleased with the consistent updates and time line of events for each phase of my car repair

a) Communications between your representative and the insurance company claims adjuster could be better to make sure the correct documents/authorizations were being exchanged. b) Release of my car was delayed over confusion regarding a 74 final payment from the insurance company as Karen followed "procedures". Knowing that the repairs had been slow, due to lack of parts in house and insurance company reassignment of adjusters, it would have been good for your staff to have taken the initiative to request waiver by her supervisors or offer the customer a chance to pay the 74 and be reimbursed rather than delaying release of the car another day or possibly two since this was a weekend. Time in shop Nov 21 am to Dec 17 for a fairly minor and straightforward repair/replacement of rear bumper was not good. c) Despite floor mat covers and wheel covers you used, upon opening driver door, dirty foot prints were clearly on the inside lower door where your staff had pushed the door open with their feet and not bothered to clean the marks. That wasn't a very "luxury" touch. I cleaned it at home. d) It was difficult to reach your staff at times. A voice message to the manager on a day Karen was out received NO response or call back from the manager. Last Friday at times, even the main switchboard could not be reached by me or the insurance adjuster. These things said, Karen and the staff were friendly and seemed empathetic to the issues we were trying to resolve. I wouldn't rule out using your shop again. However, it would be difficult to make you my first choice.

The updates were most helpful. I really appreciated being kept on the progress

Everyone was very professional and the car looks as good as new.

The staff was great. They help me through a not such a nice day. Although my car ending being a total loss, I can honestly say it was a bit less nasty because of your caring employees. Thank you for your help. V. Fox

Nick was great to work with . He communicated well and kept me updated on my repair .

Very professional!!

The actual repairs look good. The problem is the detailing, they used armor-all all over the interior of my vehicle. Not only was it applied without my consent, but in excess. To the point that the smell gave me a headache! In addition, there are grease marks from someone's hand on my white headliner near the rear passenger door (part of the area needed to be repaired). I am very upset, this is the first negative experience I've had with Hendrick

Mark had been extremely helpful and kind. His customer service is exceptional.

Be glad to speak with anyone in management. Chuck A

The work and communication regarding get the progress on the repairs was excellent and timely.

I showed up right at closing time and realized I had not filled up my rental car gas tank. Mark stayed later which allowed me to go fill up the tank and avoid the extra charges. Also good communication despite delays in getting my car back due to the insurance company.