Gates Collision Centers - Madison Rimrock Rd.

Reviews 4

MI

Mike Atlas

The work Gates Auto Body did on my car was fine, but they use a third party customer satisfaction survey company that harassed me for over a week with several calls per day from a blocked phone number. After I picked up my car, I started receiving several calls per day from a blocked phone number. Every time they called me, theyd either hang up before I could answer, or if I did manage to answer the call, I was met with silence and then hung up on. Finally after over a week of this, I answered one of these calls and was actually connected with a person, who told me they were conducting a customer satisfaction survey for Gates Auto Body. I asked if their company had been trying to contact me for a while now and this person said yes. I refused to answer the survey and insisted on being removed from their call list. At no point in any of my interactions with Gates Auto Body did any of their employees tell me to expect a call from a blocked number and that it would be a survey. I literally had no idea why I was receiving several calls every day that I had no way to connect with a person before being hung up on. To say this experience was frustrating is an understatement. When I shared my experience with my friends, I received the following responses: Friend #1 had his vehicle repaired at Gates around the same time as me, and has also been receiving constant phone calls from a blocked number where he is unable to speak to anyone. Friend #2 took his vehicle to Gates for an estimate, never had it worked on by them, and received an overwhelming number of emails nagging him to complete a survey. Friend #3 is a former Gates employee and was completely unsurprised that I had this experience with the mass quantities of harassing phone calls. It is quite clear to me that this survey nonsense is business as usual for Gates Auto Body. So, to prospective Gates Auto Body customers: if you take your car to be worked on at Gates Auto Body, be prepared to be harassed to take a survey. To Gates Auto Body: if you really care about these survey results, you should use a survey company that doesnt harass the crap out of people with mass quantities of calls from a blocked number because they cant be bothered to use a properly functioning auto dialer. You should also probably inform your customers that they will be contacted for a survey, and give them the opportunity to opt out BEFORE they get harassed.

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AJ

AJ Basso

Car had been hit by a flying rock that smashed through the grille and punctured the condenser behind it, causing it to leak all its coolant, overheat and not blow any warm air into the cabin. Brought it in a few days before Christmas holiday. After about 7 days (through the Christmas holiday weekend) they called me that it was all set and ready to pick up. The body damage looked fixed, the condenser replaced, seemed fine. I dropped off the loaner/rental and started driving my car back home (a few miles from the location.) The car began overheating again, and there was still no hot air blowing. I called them about it, couldnt get through. Had to call their 877 number. Got a call back eventually, told them the same thing was still wrong as before Id brought it in. They seemed confused, said theyd "talk to a manager" about getting a tow to bring the vehicle back (because Im not going to *drive* it back while its still overheating.) Later that afternoon I got a call from my insurance company about it. Its the next day now, about 10 am. No call back, no tow yet. I cant go anywhere, stuck here, already dropped the rental off. Now, by the time it gets picked back up by the tow, brought back to the shop, theyre going to be closed again for the New Year weekend, and Im either going to be stuck here for a full week with no vehicle, or have to pay out of pocket for a week of rental. Either they just didnt test the vehicle out at all (you know, turn it on, actually see if it still overheats/still doesnt blow hot air), or they didnt actually fix the problem, or something. Maybe its as simple as they neglected to fill it back up with coolant. I dont know, but thats not my job, and Im not going to try to diagnose/fix it myself now and have it be my fault if it screwed up. Short version: Im going to end up getting shafted for about 10 days of rental or be stuck with no vehicle. Will update rating if anything changes.

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SH

Shae Sepic

I am currently studying Hospitality Business as a senior in college. To say the least, I take customer service very seriously. Day in and day out at school they drill into our heads how important it is to deliver above and beyond customer service, but sadly, I am rarely blown away by many companies these days. Gates Auto Body in Middleton did nothing short of blow me away! I live in Michigan and drove to Wisconsin to spend Thanksgiving with my parents. The day before I left, I walked out to my car to see that it had been hit. The person that had hit it had left white scrapes from headlight to taillight down the passenger side of my black car, and a long, shallow dent along the bottom. I was devastated! Although I was very thankful it was only cosmetic damage, I couldnt understand how someone could do that and not have that weigh on their conscience. The first morning I was home, my dad told me he had called a man, Andrew, at Gates Auto Body, and that if I brought my car in A.S.A.P., he would take a look at it and see what he could do. All of the employees were very friendly/helpful, but Andrew especially made my day. He squeezed my appointment in, washed my car down, buffed out ALL of the scratches on both door panels, and sent me home with some "touch-up" paint should I ever need it in the future. I was shocked by how much better my car looked AND how fast the service was. When he gave me my keys to send me on my way, I told him I had yet to pay. He told me, "Dont worry about it; Happy Holidays!" I was stunned. I did not expect that in the slightest. As a customer service major, I was not only filled with pride over the extraordinary service he had provided, but as a person, I had some of my faith restored in humanity. This showed a lot about both Andrews and the companys character. He definitely made me AND my family into lifelong customers.

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A

Anonymous User

My car got hit head on while it was parked (the kid must have been going at least double the speed limit). Progressive recommended this company so I took it there. They got my car in on 4/20 and it wasnt ready until 5/18. The other insurance company stopped paying for my rental because this shop was taking so long. After they "fixed" all the cosmetic damage they took it to a Ford dealer (because its still under warranty) and had them fix the power steering using my warranty. I wasnt notified of what dealer they took it to until AFTER they took it in, but it was Metro Ford (another dealership with TERRIBLE service reviews). They called me on 5/18 to let me know that my car was done. I went to pick it up and there was a HUGE scratch on the rear drivers side door. When I pointed that out, the person who was there with me to "look over" my car said "oh, that wasnt there before it got here?" So he had someone buff it out. They returned 15 minutes later, but the scratch was still there so they had to take it back a second time. When I finally got to leave that day, it was after 5:00 pm. As I was driving home I noticed a multitude of problems. My car (a brand new 2012) would shake like crazy when idle, it sounded like I was driving a semi vs. an SUV, the cd player was no longer operable, and the power steering was not functioning properly. After 29 days and almost $12,000 in "repairs" (which doesnt even include the "repairs" done by Metro Ford) its back in the shop for the second time for who knows how long!!! Then they tried to ask me to pay a $500 deductable even though it was covered by the other insurance agency. This place IS an absolute joke. I would not advise going here at all!!!

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