Pathetic and careless service

Item: Brooklyn Motorlab
Rating: 1

I had a bumper to bumper accident, and the MAIN damages to my car was the radiator, bumper and stiffener and just the tip of the bonnet. A very trivial exercise for the panel beaters you would think. The only thing that needed the actual panel beating was the tip of the bonnet, the rest was just to replace the old with new. To say the least it’s over a month and I still don’t have my car, all I receive is a pathetic service accompanied by lot’s of lies from Brooklyn Motor Lab, specifically from David. I escalated the matter and no one took responsibility, but all they did was to assign me the very same person I am complaining about to resolve the issue, without anyone communicating with me to listen to my complaint. A very impersonal service I must add. Even after that David keeps telling me lies as if I do not know anything about car, he makes assembling the front bumper after the radiator and stiffener are fixed seem like a day’s (8 hour) job until I challenge him about it and keeps telling me about the wiring on the bumper (like really! I do not have PDC or lights on my front bumber). I tried to resolve this issue with Brooklyn Motor lab before posting on HelloPeter but that didn’t resolve anything. Below is the mail I sent to Brooklyn motor lab and I still continued to get the most pathetic service. ____________________________________________________________________________________________________________________ “To whom it concerns I am currently receiving the most pathetic service for the year 2016. Let me paint a picture for you. - 30th September - Brooklyn motorlab received my car - Week of the 7th October – Expected completion date of the 24th October was communicated - 13th October (2 weeks later) – David realized that there are still extra parts that are missing. o This is what is on your website “First, a team of expert assessors goes over your vehicle with a trained eye. Looking with microscopic detail at both cosmetic damage and assessing structural components for damage” with this bold promise, one would expect the parts to have been identified during the assessment stage. - 19th October - I called in to find out about the progress of the car, David had no clue about the progress and only then he realized that the parts has not arrived yet. This gives a clear impression that no effort was done to follow up on the parts if they were ordered. David promised that he will follow up and give me feedback first thing on the 27th - 20th October - I called in the afternoon, David had nothing to tell (Again suggesting no follow up was done), and he promised AGAIN to call me before the end of the day. I received no call from him. - 21st October – I tried all I can to call the floor manager and the branch manager and calls kept on dropping. I assumed David got this message and called me in the afternoon to tell me that the parts are arriving on Monday the 24th. - 24th October - This is the date I was promised to get the car. Nonetheless, I again called to find out on the progress. David confirmed that some parts were received and still expecting to receive other parts today. Now in case you missed it, here is my disappointment with your service: - No attention was given to the car at all. - I only get feedback when I call, and I have to suck it out of David who’s never informed about the progress. - I find it unprofessional that having “ASSESSED” the car, there are still parts not identified and ordered in the process. - The car has been with you for 4 weeks and you’ve got nothing to show for it. - I am disgusted by the blatant empty promises that you (David) will call and you never do. When I call you don’t even apologize or see anything wrong. - You do not seem to be bothered by the fact that your deadline has come and you haven’t even started working on the car, nor properly communicating the delays with me. I have scheduled my life / business around your promise and I have to take the knock due to someone’s incompetency. - Your lack of client centricity is shocking, your escalation channels are non-existent. In short you don’t care and have no sense of urgency and professionalism. I am really looking forward to proving me wrong. Regards“ ___________________________________________________________________________________________________________________ I can write a book about the pathetic service I received within a month from Brooklyn Motor Lab. I would not reccomend this service provider to anyone. This company just do not care. My next step is to take this up with Budget Insurance as they're the once who chose this service provider for me and never followed up to see if the prescribed work was performed.

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