I am writing this review to help others avoid a terrible customer service experience. I experienced the same headaches and frustrations as some other people have. I got the run around, the customer service was horrible, there was no communication, and no call backs (even when they repeatedly said they would). I also requested to speak to the manager and they were not available when I called. The manager never called me back after I requested to speak with him and left a message to return my call. He finally contacted me back after several attempts. They took a month and 2 weeks to get our first car repair completed. This was by far the worst customer service I ever experienced or so I thought....
I thought our nightmare was over but boy I was wrong. I took the car to get checked out by Firestone and they said there was major damage underneath that had not been repaired. Also the repairs they did do, they did not do them correctly. I would not have returned to this shop, but had to because the insurance company wouldn't pay for someone to redo the work. How does a car shop not notice that the fuel tank and the catalytic converter are damaged?
When we took our car back to Eastex, Dustin (the manager) said that they were having hard time getting good technicians and knowing what they were doing. He said he was trying to get their guys trained well. Ummm...not something a customer wants to hear. He was even worse at customer service than our original person we dealt with. We called several times and always got a voice mail or had to leave a message with a service rep. Once agin, he was terrible at returning calls. It took over a month for the second round of repairs.
I took the car to Mazda and to Firestone after having the car repaired there the second time. This time someone had gone in and broke our ignition lock cylinder, did not mount the radiator back in correctly and our bumper is still sticking out on the sides. They also left our ambient temperature sensor just hanging inside the engine area. Mazda confirmed that our ignition lock cylinder could not be broken through the wreck. It had worked the first time we got the car back, so it obviously happened after we took it back the second time. Firestone said there was no oil on the dipstick and had to replace 3 quarts of oil. Eastex had been paid during the second round of repairs to complete an oil change by our insurance company. How does a car lose that much oil within a couple weeks without a serious leak??
This place is full of people who don't care at all about you, your car or anything else but ripping people off. We dealt with Ruben, Dustin and JC. JC seemed to be the easiest person to get to return phone calls and actually talk to you. He seemed to be the only person at Eastex that knew how to deal with a customer. Please don't use this business if you want good repair work. It is an extremely awful experience. The employees and manager are incompetent. I just don't want anyone to have to deal with this horrible business. It was the worst experience I've ever had. Customers beware.....
Today is 11-26-13. I had my accident on 10-13-13. My car was towed to Eastex Collision Repair. My Insurance company requested another company to repair my car. As I was taken to my car to view the damage the Eastex employee asked me who was going to repair my car. I saw no reason to withhold that information and I told him the name of the company. He told me that my suggested company would repair my car quickly as they use used parts to repair their vehicles. He went on to say that their company ONLY used new parts from the manufacturer of the car to repair their vehicles. He said this with so much confidence that I WRONGLY believed him.
I received a report of the parts that were used from my insurance company and every part said RECYCLED! That is used to me, what about you? I finally received my car back from these folks on 11-22-13. It was supposed to be fully repaired except for a power window that had to be reprogrammed. They were supposed to have another company to come out to my house to have this done. I was just happy to be in my vehicle. I left the place and traveled abpproximately 4 miles and the car started to run hot. I turned on my blinkers and continued another couple of exits on 59 to exit to the service station on the corner. By that time the overheated light was on and my car was smoking. I called for help to them and got no answer. My daughter arrived and looked under the hood and saw there was no coolant in the car. I went into the service station and bought it and put it in the car. We waited for a little while to let the car cool some more. I was less than 5 miles from home. The car ran hot before I got home. By the time I pulled into the driveway the car overheated again. This was on a Friday night. They are closed on the weekend. I called in on Monday morning first thing and was met with hostility as I explained the experience and additional trouble to the manager of this facility.
I asked him if there was any investigation under my car as the car was in a ditch as a result of the accident. He told me he couldn't be sure. This information was told to them by me when I first came into their facility.
I also asked him if it was their company's regular practice to return a car to a client with NO Fluids in it. I also asked him if they drove the car to make sure that it was in perfect working order before returning it to them. He was very condescending to me. I told my Insurance company to make sure that they never let Eastex Collision Repair touch another car from their company. By the way my Insurance company is State Farm. State Farm made note of my complaint and will make sure this does not happen to another one of their clients.
After all of that on Monday the original company that was requested to me now has my car and will have to assess my car all over again. Please for your own good AVOID this company like the PLAGUEM.
Eastex Collision Repair Reviews
I am writing this review to help others avoid a terrible customer service experience. I experienced the same headaches and frustrations as some other people have. I got the run around, the customer service was horrible, there was no communication, and no call backs (even when they repeatedly said they would). I also requested to speak to the manager and they were not available when I called. The manager never called me back after I requested to speak with him and left a message to return my call. He finally contacted me back after several attempts. They took a month and 2 weeks to get our first car repair completed. This was by far the worst customer service I ever experienced or so I thought....
I thought our nightmare was over but boy I was wrong. I took the car to get checked out by Firestone and they said there was major damage underneath that had not been repaired. Also the repairs they did do, they did not do them correctly. I would not have returned to this shop, but had to because the insurance company wouldn't pay for someone to redo the work. How does a car shop not notice that the fuel tank and the catalytic converter are damaged?
When we took our car back to Eastex, Dustin (the manager) said that they were having hard time getting good technicians and knowing what they were doing. He said he was trying to get their guys trained well. Ummm...not something a customer wants to hear. He was even worse at customer service than our original person we dealt with. We called several times and always got a voice mail or had to leave a message with a service rep. Once agin, he was terrible at returning calls. It took over a month for the second round of repairs.
I took the car to Mazda and to Firestone after having the car repaired there the second time. This time someone had gone in and broke our ignition lock cylinder, did not mount the radiator back in correctly and our bumper is still sticking out on the sides. They also left our ambient temperature sensor just hanging inside the engine area. Mazda confirmed that our ignition lock cylinder could not be broken through the wreck. It had worked the first time we got the car back, so it obviously happened after we took it back the second time. Firestone said there was no oil on the dipstick and had to replace 3 quarts of oil. Eastex had been paid during the second round of repairs to complete an oil change by our insurance company. How does a car lose that much oil within a couple weeks without a serious leak??
This place is full of people who don't care at all about you, your car or anything else but ripping people off. We dealt with Ruben, Dustin and JC. JC seemed to be the easiest person to get to return phone calls and actually talk to you. He seemed to be the only person at Eastex that knew how to deal with a customer. Please don't use this business if you want good repair work. It is an extremely awful experience. The employees and manager are incompetent. I just don't want anyone to have to deal with this horrible business. It was the worst experience I've ever had. Customers beware.....
Today is 11-26-13. I had my accident on 10-13-13. My car was towed to Eastex Collision Repair. My Insurance company requested another company to repair my car. As I was taken to my car to view the damage the Eastex employee asked me who was going to repair my car. I saw no reason to withhold that information and I told him the name of the company. He told me that my suggested company would repair my car quickly as they use used parts to repair their vehicles. He went on to say that their company ONLY used new parts from the manufacturer of the car to repair their vehicles. He said this with so much confidence that I WRONGLY believed him.
I received a report of the parts that were used from my insurance company and every part said RECYCLED! That is used to me, what about you? I finally received my car back from these folks on 11-22-13. It was supposed to be fully repaired except for a power window that had to be reprogrammed. They were supposed to have another company to come out to my house to have this done. I was just happy to be in my vehicle. I left the place and traveled abpproximately 4 miles and the car started to run hot. I turned on my blinkers and continued another couple of exits on 59 to exit to the service station on the corner. By that time the overheated light was on and my car was smoking. I called for help to them and got no answer. My daughter arrived and looked under the hood and saw there was no coolant in the car. I went into the service station and bought it and put it in the car. We waited for a little while to let the car cool some more. I was less than 5 miles from home. The car ran hot before I got home. By the time I pulled into the driveway the car overheated again. This was on a Friday night. They are closed on the weekend. I called in on Monday morning first thing and was met with hostility as I explained the experience and additional trouble to the manager of this facility.
I asked him if there was any investigation under my car as the car was in a ditch as a result of the accident. He told me he couldn't be sure. This information was told to them by me when I first came into their facility.
I also asked him if it was their company's regular practice to return a car to a client with NO Fluids in it. I also asked him if they drove the car to make sure that it was in perfect working order before returning it to them. He was very condescending to me. I told my Insurance company to make sure that they never let Eastex Collision Repair touch another car from their company. By the way my Insurance company is State Farm. State Farm made note of my complaint and will make sure this does not happen to another one of their clients.
After all of that on Monday the original company that was requested to me now has my car and will have to assess my car all over again. Please for your own good AVOID this company like the PLAGUEM.