Very disappointing customer service.
On the day of my booking, I was told the parts were not ready — after I had already arranged pick-up and drop-off, as I don’t live in Nelson. My booking was then moved to the day before Waitangi Day, just before a long weekend.
When I called to ask if I could bring my car in after the Waitangi weekend (the next working day), the front desk staff did not listen and instead blamed me for not rebooking earlier. There was no genuine apology or attempt to help. The call ended with her hanging up on me, which was extremely rude and unprofessional.
1/5vaissak Garuda · via Google
Photos via Google
Absolutely nightmare experience as a customer.
• The assessor told me he would order parts from Germany and asked me to wait 3 weeks.
• He also confirmed the entire front bumper would be replaced with a brand-new one.
• The repair itself took around 4–5 weeks.
• My insurance clearly states that the repairer must provide a lifetime warranty on repairs.
But when I picked up my car and checked it at home, I realised they had reused the old bumper and done an extremely poor-quality job.
When I contacted the repairer immediately, the receptionist used abusive language and disrespected me, questioning why I didn’t inspect everything on pickup. She then passed the phone to someone she claimed was the “manager,” even though he wasn’t.
I raised a complaint with my insurance, and the repairer apologised to them, but never to me—the actual customer.
Thankfully, my insurance has been absolutely amazing and moved my case to a different repairer.
Shockingly, the new repairer told me the front bumper was completely broken inside and several other parts weren’t fitted properly—posing a potential safety hazard.
Overall, a highly stressful and unacceptable experience with this repairer.
5/5James · via Google
Very good quality control on repair and even had an area repainted that didn't pass muster before we even saw the car. The results are it looks factory new.
5/5Ben Bodley · via Google
Excellent service. Super responsive team. Professional. Say what they will do, then do what they say. Car looked showroom condition when I received it back. Thanks a lot to all the team who went the extra mile to handle some additional repairs that were added last minute. Couldn't recommend more highly.
5/5Michaella B · via Google
Thank you team for doing an awesome job at making my car look brand new after it was backed in to. It was so nice to pick up not only a fixed car, but a clean car too! Everyone that we spoke to were so friendly and made the process really simple. Thank you so much for your hard work and I hope you all have a very Merry Christmas!
Quality Paint & Panel — Nelson, Nelson | Mechanics Finder