Mccarthy Collision - Overland Park

I called on 10/19/17 and spoke with Clayton about getting an estimate and he said I could come in that afternoon. When I arrived and walked into the Body Shop office around 1500 that afternoon I saw 3 or 4 workers sitting around and or watching the Sports Channel/ ESPN. If I remember correctly there was **** other customer that was waiting. Nobody got up from their chairs to greet or talk with me but talked to me from across the room. Yes, the office is small but good customer service would have been them talk with me face to face and not across the room. Clayton was the one that helped me, in which called me by the wrong name more than once, did eventually get up and talk to me at the desk, take pictures of my car and let me know that I had to come back on 10/24 to drop my car off since they couldn't get to it until 10/25. I dropped my car off on 10/24, and I don't remember Clayton being there as I talked with an Aaron, once again from his desk and not greet me or talk with me face to face. As I stood there talking with Aaron, he made the comment, in a laughing manner, that Clayton just couldn't get my name right and wanted to know if I remembered what he had called me. I told him I couldn't remember and in a joking manner I said "I've been called worse." On 10/27 Clayton called to let me know my car was ready so I told him I would be there after work to pick it up. I arrived to the Body Shop about 1500 after dropping off my rental car @ Enterprise. While inspecting my car I noticed the back bumper they replaced was not the same color as the rest of the trim and that some of the trim over the rear wheel wells had been damaged along with paint being chipped. Clayton repeated several times that the trim damage and paint chips did not come from the body shop team as they didn't have to pry the trim to get the rear bumper off. I questioned how they would get the bumper off then and he really didn't answer me. I also asked how my car could be considered "repaired" when it obviously had not been done correctly as I noticed the difference in color right away. The only answer Clayton gave me was "I personally didn't look at it." I express to him several times that my car was a lease and that if I were to turn it in like that then I would be held responsible for the repairs and that was not acceptable. He reluctantly said they would get it fixed but I had to bring it back on 10/31 since they couldn't get to it until then. I told Clayton I didn't want to come back to the Body Shop until my car was fixed correctly and that I was already late getting out of town. He said I was putting him in a "bind" and that he couldn't let me have a "brand new loaner" for 6 days. I told him I didn't want to take more time off work to take care of my car that should have been done correctly the first time. He said her would personally look at it and make sure it was done correctly so we finally settled on that he would come to my work 11/****/17 around 0930-1000 to drop off a loner and pick up my car. I rode over to the Body Shop from Enterprise with another Body Shop customer, which had issues with his repair job as well of which I didn't hear what those were but watched his car be taken back to the Body Shop. Clayton picked up my car a little after 1000 on 11/****/17 and said that it would be ready at the same time on 11/2/17. I asked if he could get me an itemized billed since it had not be provided and he said her would leave it in my car. I found a Rental Agreement with my name on it in the console of the loaner, which Clayton never said anything about nor did I sign. Clayton called me at 1500 on 11/2/17 stating that my car was finished and wanted to know if I was going to be at work for him to bring it to me. I told him I was just leaving work for an appointment but would come by to pick it up. When I arrived, about 1600, I was sitting in the loaner with it runner on the phone and the next thing I know is Clayton is opening up the back of the SUV. I know it wasn't my personal car but he could have at least waited until I was getting out of the vehicle before he started to go through it. I felt it was an invasion of my personal space. I looked over my car and stated "now it looks darker than the front." Clayton said "it's fresh paint and it only comes in 2 colors". He went on to say that he had them go ahead and replace the wheel well trim. He acted like he was doing me a favor by throwing that in. I felt like he was completely dismissing my concerns like he was when I pointed out the errors on 10/27/17. I finally gave up expressing my concerns as it was going nowhere and Clayton said that if anyone had issues with the work they could talk with him. He tried to say my name again and couldn't, so I corrected him once again, and thanked me for choosing McCarthy. The customer service was very poor from walking into the door and being talked to from across the room, to not feeling like my concerns mattered or even heard to not even having the manager/ lead of the Body Shop, who was my main contact, call you by the right name, even after being corrected on several occasions and to not even receive one apology during the entire ordeal. I will NOT be back nor will I recommend the dealership, especially the Body Shop. Very disappointed. It's sad when your customer is more frustrated with the Body Shop than what they are with the person that caused the damage. Sincerely, Shanna S

Byron was awesome.

The job looks great except for a small spot at the bottom that is white not red.I haven't examined it closely but it looks like it was just missed.

Very coordinated effort!

Loved having the repairs made AHEAD of estimated time. First time that's ever happened to me!

Professional employees who had it done on time

Byron was awesome!

It is a pleasure to work with Clayton Horrocks and Byron McDaniel.

Great personal service.

The service department, especially Aaron Cook, was amazing. Courteous, efficient and excellent work product. We will definitely use you again!

Everything was great. They worked out everything with insurance and also got my new window in before the rain. Great job! Kathy

Excellent people, excellent work.

Job well done!

Everything was fine.

Great job!

thanks great job

Probably the best service I have ever received.

Great service and friendly team throughout.

Jared was a great porter and very friendly and customer-service oriented. From the adjuster, to my ride, to the repairs and cashier, I had a great experience all the way around.

Great customer service! Would highly recommend ....also getting a car to use for a couple days was amazing! Thank k you!!!