I am actually saddened to write this review. I have lived in this town for over 30 years and am a proud supporter of local businesses. However, when a company drops the ball and insults a customer, technically potential customer, I feel some type of recourse is necessary. So, to the point…. I took my sons damaged vehicle here for an assessment. Told them I was dealing with my insurance company. The insurance company low balled the initial estimate that Charlies gave me (typical I’ve learned). The gal working the paperwork ended up having to submit 3 different supplementals to my insurance company due to their continued low balling process. This process took 7 days to develop, all while she had informed me it was not in her duty description to argue with insurance company. Throughout the process I continued to communicate with her, diligently. I let her know that I had contacted my insurance company several times informing them how frustrated I was becoming in fear of getting stuck with a bill due to poor claim payouts. On the final day of 3rd supplement approval she proceeds to contact me informing me that final bill should come to $150 and change. I was disappointed. Any time I had dealt with my insurance company previously, I had never had a bill out of pocket. I informed her of this and that I would contact my insurance company for clarification, and she informed me that she was not positive how it worked and she would talk to her manager. At no point during this conversation did I detect any negativity. It appeared as another professional conversation that I’d had with her multiple times. After contacting my insurance, I learned about the deductible owed to the shop (I was unaware of this before as I’ve learned deductibles are always dependent upon the type of claim and other factors) and that shop fees are not covered apparently if they’re not the Insurance company’s preferred business. So not more than 20 minutes after my last conversation with desk lady I called back to inform her to ‘go ahead’ with the job. However……instead of reaching her I was greeted with another gentleman who told me. “You know, she has gone above and beyond throughout this process and didn’t appreciate how you treated her.” Wow was I surprised! I might have been guilty of being a frustrated insurance customer, but not once did the conversation go negative towards her or the shop. I informed the gentleman how surprised I was and that I apologized if anything came across negatively as that was never my intention. He told me he would inform her and go from there. The next thing I know I receive a call from the same gentleman and he informs me…..”We’re just going to walk away. We’re done with this. Come get your keys.” Again……Wow! I informed him how unprofessional this was to just drop a customer on their ears after all the work that had been done to get to this point. Time to start over I guess? Where'd that come from!? Whatever it was that saddened the gal I am still unaware of, but, to just turn away a potential customer in need of repair making them feel as if they had indeed insulted someone, somehow, and that they were at fault, was in fact extremely insulting. I have lost sleep over this, it seriously bothered me and still does. This place does not value their customers, I truly believe this after my incident. I’m sure they’ve had plenty of good experiences in the past as the building has been here for many years, but my experience was one I felt needed sharing in hopes that maybe someone else can avoid their loss of time, character shaming and flat out disregard for customer needs. Sorry Charlie’s, you guys disappoint!
Daniel, thank you for taking the time to express how you feel. We are sorry things did not work out. We understand the insurance processes can be difficult and frustrating. We hope you were able to find a shop to get things taken care of for your son's car.
- Charlie's Service Center