Eurocarscollision

I have gone to Eurocars twice to have my car repaired. The result of the two experiences was shockingly opposite. The first time, my account manager, "J", was efficient, kept me up to date and he had the repairs completed in a timely manner. This was during Covid restrictions. The second time, I was given an account manager "NOT J" who, over the course of the next three months; made little progress, avoided my phone calls, showed an inability to work with insurance companies, an inability to work with customers, an inability to manage a project, and to top it off; I was lied to multiple times by multiple people in this office. Nothing was accomplished for over one month. I had not complained or been unpleasant, I did however call every few days to a week, to see if any work had been started. They must have sensed that I was on the verge of taking my car to a different shop. One call I made was answered by the other "J" and he said that Eurocars would be reimbursing me for my rental car as it was their fault that the work had not been started. He indicated that their Blueprinter was out with Covid. When I did an internet search, I found a job posting for a Blueprinter at Eurocars… The posting was not dated, however. Overall, for the next two months it was hard to get "NOT J" on the phone. I would try different times of day yet no answer. Odd. One day, after a no answer from my mobile I called again, this time from my desk phone. She picked up immediately. The next time I called from my mobile = no answer; tried again from my desk phone = no answer. Called once more from a new number and she answered. Such became my routine when I needed to inquire about my car; I had to call from a new number. BTW, this was the entire shop avoiding my calls as they all have the ability to answer the phone and read the caller ID. After a total of three months, I get a call saying that my car is being finished and would be ready tomorrow, Wednesday. When tomorrow came, I called only to learn that my car was not ready. Another broken suspension item was discovered but that "NOT J" would go to BMW to pick up the part if necessary. On Friday, I had to call from another new number because my known numbers were still being ignored. "J2" answered and told me the part had not been picked up by "NOT J" and was told "BMW only delivers on Monday now". As a person who has made a career in customer service I am appalled at the lack of professionalism, lack of care, constant broken promises, and refusal to do what they say they are going to do. For the first time in three months of dealing with this incompetence I finally got upset and told "J2" that I would have gone to pick up the F.Ing part just to get it done. Once the repairs were finally completed, I received an email from "NOT J" asking for what time on Friday did I want my appointment for pickup? To which the email was replied. On Friday, I got a call from "NOT J" wanting to confirm what time I would be there. I replied 2 PM. When I arrived at 2 PM, "NOT J" was nowhere to be found. I initially assumed the insistence of an appointment was so she could apologize for such a terrible experience. Silly me, it was so she would know when to NOT be there. WOW, a customer service advisor that avoids customers! Once I finally had my car returned to me, I submitted the rental car receipt to "NOT J"(I didn't call first). Two weeks later = no reimbursement. I sent an email to "NOT J", she did not reply. It has been months and it appears that I was lied to so I would not take my car elsewhere. I went to Eurocars as I was told they were the best in the Springs. From my first experience, I would have agreed. From my second experience; the lack of competence and the lies made what once was a good company no more in my opinion. The owner needs to take notice and ensure that their employees are capable of doing their job and possess the skills necessary to get the job done properly. I will not return to Eurocars nor can I recommend them. If you choose to send your car to them; learn from my experience. GET ANY OFFERS MADE TO YOU IN WRITING. My trust in them did not work out. They took three months to do a job that most shops would have completed in less than one month. They broke the bracket that holds the emergency brake wire which means the gas tank will need to be removed to fix. A terrible alignment that cost me four new tires, one of the back tires was so far out that it had to be intentional. Adding the cost of the tires and the rental car brings this total to over $3700. Add another $600 to have the E-brake bracket replaced and this is essentially what the cost of what the original repairs amounted. When I complained to my BMW service advisor for recommending Eurocars in the first place; he told me that 3 months is nothing. He currently had a customer whose car has been at Eurocars for over 6 months.